Information Systems Business Process

Shaun Wilhelm

*** ***** **** ****

Magnolia, TX *7354

Phone: 408-***-**** ************@*****.***

INFORMATION SYSTEMS & SERVICES PROFESSIONAL with 30+ years of experience meeting and exceeding customer requirements. Demonstrated success managing cross-functional projects and sustaining valued customer-support relationships. Proven track record managing internal and external (customer-facing) business processes, projects, and teams.

Professional Summary: Deep commitment to I.T. customer satisfaction and business unit partnerships, with superior team results across a global organization, as well as multiple departments within the State of California. Drove accountability across I.T. for delivering value-based, business and customer-focused applications. Consistently sought out by others, both in I.T. and other departments, to provide assistance, direction, and solutions. Provided leadership and long-term focus on improving business process issues. Encourage multiple viewpoints, and welcome healthy conflict resolution. Excellent verbal, written, and presentation skills.

Experience and Accomplishments:

State of California, Department of Developmental Services, Sacramento CA

I.T. Mgr of SaaS, CRS, PC and DC June 2015 – Current

Lead a team of I.T. specialists who support our Cost Recovery, Production Control and Developmental Center systems. These include the use of some legacy technologies and programming languages: IBM Mainframe, COBOL, RPG, Adabas, etc. Cost Recovery team is responsible for processing Healthcare federal reimbursement claims for not only DDS, but also the Department of State Hospitals.

Manage an I.T group that supports the DDS SaaS (software as a service), cloud-based, hosted applications. Work with multiple vendors and solutions including: SalesForce, ServiceNow, Kronos, Form.com, GrantVantage, ProLink, Absorb and Articulate. Negotiate terms, pricing and SLA’s.

Supervise the work of I.S. professional staff in carrying out the functions of the Business Enterprise Services (PMO) section: department-wide IT project planning, initiation, oversight, and reporting.

Provide leadership, training, and direction to the staff, using industry best practices. Assist in budgetary, contractual, and administrative tasks. Recruit, interview, and hire staff, ensuring compliance with state policies, and utilizing sound management and personnel practices.

Department-wide business analysis support, including improved communication between program and IT staff, and validation of business requirements through the use of templates and tools.

Application support management for Developmental and Regional Centers, through analysis of error reports, testing of program changes, and user documentation/training.

Worked with I.T. Security to implement Information System Security Plans (ISSP) for numerous systems across DDS. Collaborated with security on template and process modifications.

Served as project manager (and director) for small to large/complex I.T. projects, both reportable or delegated. Ensure projects are in scope and on schedule. Implement project management and IT policies, standards, processes, templates and toolkits to manage projects to successful completion, and then on to production support. Act as liaison between program management and technical staff. Work with others in I.T., the DDS Budget Team and management to develop BCC’s and BCP’s for proposed technology projects and upgrades. Examples include: Dept-wide Windows 10 upgrade, Workforce Mgmt. system, Fee Collection application, OpenText document mgmt. system, AWS Cloud migration, VOIP and Wireless implementations, etc.

State of California, Department of Justice, Sacramento CA

Staff I.S. Analyst October 2013 – June 2015

As a team member, participate in creating Feasibility Studies and the resulting control agency reports (FSR's), Special Project Reports (SPR's), and writing Post Implementation Evaluation Reports (PIERs). Work closely with users to identify and document business needs, and determine solutions to business problems.

Justice Mobile application: create/refine business processes and document accordingly.

Assist CITPR (Centralized I.T. Purchasing Review): processing service requests, P.O. approvals, documentation, and reporting. Work with software vendors to ensure timely purchases and license renewals. Integral member of team evaluating a software compliance tracking tool.

Hilmar Cheese Company, Hilmar CA

Senior I.S. Analyst May 2012 – August 2012

Provide I.T. support to the Corporate Quality Assurance group. This included needs assessment, requirements gathering, business process review, project prioritization, and strategy formation.

Lead cross-functional team to determine company direction/solution for product ingredient traceability.

Worked with business users and I.S. developers to create Audit Management System.

Select Source Intl (Janssen Pharmaceutical), South San Francisco CA

Microsoft SharePoint Consultant August 2011 – Oct 2011

Collaborate with business and IT stakeholders to elicit user and technical requirements through interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, business analysis, and task and workflow analysis.

Analyze requirements, resolve requirement conflicts, and create functional and technical specifications.

LifeScan, Inc. (Johnson & Johnson), Milpitas CA November 1993- Jan 2010

During my time with LifeScan, I held the following positions:

Information Technology Manager – (February 2009 - Jan 2010)

Facilitated dynamic approach to support expanded Intranet and Internet business requirements for global Medical Device business.

Resourced team expansion to meet both internal and external project requirements. This included managing both onshore and offshore personnel (full time employees and contractors).

Resolved long-standing, vendor-access issues for connection to project collaborative workspaces.

Worked across J&J Business Sector teams to determine strategy and deploy tactical approach for migration from eRoom to SharePoint collaboration tools. Developed user guidelines and mass conversion of eRooms to Team Sites.

Identified all LifeScan Internet sites, and worked with J&J to begin migration to a new standard technology platform. Composed required capital appropriation request documentation and obtained necessary management approvals. Created ongoing site-content support strategy.

Information Systems Manager- (April 1996 - February 2009)

Offered, and accepted, to convert from contractor to regular employee (I.T. management position). Demonstrated passion and commitment to customer service, issue resolution, and providing technology-based business solutions.

Assumed management of Information Technology’s Intranet/Internet/Lotus Notes groups. Managed 12 full-time employees and contractors. Directed application development team and other Information Management technical and leadership-based personnel. Managed associated budgets (in excess of $1MM). Adhered to Johnson & Johnson corporate technology standards, procedures and policies.

Supported Marketing and Customer Service departments with rollout of 30+ LifeScan Internet sites, including e-mail correspondence management tool, and a web site/database solution (including data transfer/interface) for capturing international product complaint information.

Developed in-house solution to transition contractors/off-shore support of Pharmacy point-of-sale rebate program, for Medicare and Medicaid payments. Coordinated improvement process with third parties across three states (Texas, North Carolina & Wisconsin), resulting in cycle-time reduction from 30 days to 15 days for rebate payments to pharmacies. Business value impact was on increased customer satisfaction and time-savings to field sales teams (previously being “chased” for rebate status).

Worked with numerous hardware and software vendors, as well as outside contractors (Tata Consulting), to establish appropriate solutions, in alignment with corporate standards. Responsible for reviewing and approving proposals, licensing agreements, contracts, request for proposal (RFP) development, and creation of statements of work (SOW).

Assisted with Business Continuity/Disaster Recovery Program. Updated and prepared the team for recertification and the training for crisis simulation.

Maintained responsibility as key liaison between Sales/Marketing and the Information Technology group. Provided enhanced solutions and services per Sales and Marketing business needs. Assisted in Apple Macintosh to IBM PC laptop for entire field sales force.

LifeScan representative of several Johnson & Johnson I.T. teams, including intranet, Internet, and Knowledge Management (collaboration).

End User Support Analyst/Supervisor (contractor) – (November 1993 - April 1996)

Provided Sales and Marketing personnel with support of their desktop computers. Resolved end users issues, in-house and remote, with LifeScan standard and non-standard software and hardware.

Advised end users on the purchase of software and hardware. Provided on-site software training. Installed/repaired computers, monitors and printers.

Significantly strengthened the relationship between the Information Systems Department and its customers by providing superior service and acting as a "go-between" to prevent potential conflicts.

Supervised five other End User Support Analysts. Provided training, leadership and guidance.

Provided assistance to the I.S. Help Desk. Worked regular shifts answering customer calls, opening service requests, and trouble-shooting/resolving issues.

Business Owner, B&B/Winery (Sierra Foothills) August 2002 – Nov 2012

Performed all tasks necessary to run the business. This included: project management, maintenance, operations, budgeting/finance, food preparation, vendor management, sales, reservations, customer service/relations, event planning, and vineyard management.

Skills Summary:

Training completed and extensive experience using numerous hardware, software, and infrastructure products including: Apple, IBM, Novell, Microsoft Office Suite (including Project & Visio), Outlook, SharePoint and Internet Explorer (server administration), Lotus Notes (code development and server admin), ITM and Clarity (project portfolio management tools), Webtrends, Tacit e-mail Knowledge Management tool, eRoom, Drupal/Open Source, and Google Analytics. Knowledge, skills, and training adhering to corporate and industry standards: project management, computer systems validation (CSV), GxP, quality system software development and validation (QSSDV), CFR Part 11, DMAIC/Six Sigma, systems development lifecycle (SDLC) methodologies (waterfall, iterative, agile, etc), and change control process. User of Gartner technology research beginning in 1996. Attended numerous leadership and management training classes. Conducted technical and business-related presentations to audiences in both the private and public sectors. Managed several I.T. vendors and contracts over many years.

Education:

Bachelor of Arts in Criminal Justice, California State University Sacramento.

Personal:

Owned/operated bed & breakfast/winery 2002-12. Coached boy’s high school basketball for 10 seasons (3 different schools in Northern Calif).

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