RICK (CHARLES) ROBBINS

Winchester, Ca. *****

Email · adboz1@r.postjobfree.com

Cellular: 951-***-****

LinkedIn Profile : https://www.linkedin.com/in/charles-robbbins-7a603513

RICK ROBBINS

SUMMARY:

•Professional, client-facing IT Manager capable of managing the end-to-end delivery of large application development and infrastructure projects across the whole lifecycle from inception through to delivery and on-going maintenance.

Project delivery includes custom development of Wireless, Salesforce Cloud, BI & Data Warehouse, and COTS Solutions, on Client Server, Web, .Net, Mid-range and Mainframe technology within business-critical environments.

6 years as Organization Change Management Project Manager. Where I develop and manage a comprehensive OCM strategy and plan, utilizing proven OCM methodologies and related tools. Work closely with key business leaders to understand change management implications across multiple business units to assist with transitioning the project from technical delivery to operational delivery.

29 + years developing and maintaining project work plan(s), dependencies, project kickoff and status update meetings, issues / risks logs, and other deliverables as necessary.

•29 + years of Resource Planning.

•Demonstrated successful management of departmental, project finance and budgeting, schedule and quality of concurrently executed software development projects.

•Strong leadership and people management skills. Respected IT Application Manager with a demonstrated ability to train, mentor, and motivate others to achieve or exceed established goals.

•Versatile, results-driven IT Project Manager (for either application and infrastructure projects) with 25+ years' experience directing smooth delivery of complex and challenging application for the delivery $ million-dollar projects.

•Proven track record of driving change, with extensive experience managing and directing technology transformations (hardware, infrastructure, cloud, desktop and software).

•Broad Industry experience providing IT Solutions for Retail, IT Consulting, Healthcare, HealthPlan, Pharmaceutical & Medical Device Manufacturing .

SKILLS and Tools:

Carry out planning, estimating, scheduling, resource planning / loading, budgeting, cost tracking, risk analysis and mitigation, scope management, and business requirements analysis for custom software development, data conversion, software modification, and Commercial off the Shelf (COTS) integration projects. COTS deployment projects include 3 ERP systems over an 8-year period. Sales Force CRM platforms.

Technology, people and delivery oriented. Have work closely with the customer/end-user departments and manage large development teams to design, build and deliver technically complex (some bleeding-edge) applications to date, specification, budget and quality

Strong client facing and presentation skills; Self-starter with the ability to work with minimal supervision in a high-energy and fast-paced environment; Passion to contribute to high-quality services and solutions

Manage full project lifecycle, technical and functional aspects, and deliverables for IT software development and integration projects.

Custom Software Development utilizing internal, external, offshore, and near-shore resources

Experience with structured software development processes including SDLC, CMMI, Good Manufacturing Practice (GMP) and ISO9001.

Experience working as IT Functional Manager (12 years) for Outsourcing and Health Plan organization

Experience working as IT Senior Project Manager – Application Development (15+ years), (Infrastructure (3 years)

Experience working as Organization Change Management Project Manager (6 years)

PM Resource Planning

Experience working with Agile (7 years) and Waterfall Methodology(25+ years)

Experience working with PPM Tools that include CA Clarity, Planview, Oracle OpenAir, and MS Project Server

Experience working with Agile issue tracking tool that include JIRA and Rally – formerly CA Analytical Agile Central

PROFESSIONAL EXPERIENCE:

09/2019- 12/2019

Wave Technology, Solution Group, San Diego, CA

Senior Technical Project Manager, Data Warehouse & Analytics (Contractor)

Managing projects Data Warehousing and Data Integration as well as Business Intelligence, Analytics and Reporting project initiatives.

Experience in implementation related to data modeling, and data integration, reporting, and analytics.

System Experience include Power BI / Analytics, ODS and Data Warehousing development

Provide oversight and help define roadmap of program to provide solutions that empower stakeholder groups to solve their data driven analytics and reporting needs

Project Management experience in County Government space

Project Management (Scrum, Agile, Waterfall), SDLC, Business Analysis, Vendor Management, User Adoption, and System Training

Environment: Methodology: Waterfall and Agile Methodology, PM Tools: MS Project 2013, and Oracle OpenAir, Agile Tools: JIRA, Other Tools: MS Visio 2013, MS Excel, MS Word, Collaboration Tools: SharePoint, Integration: SOA, Web Services and Cloud based Power BI

02/2014 – 08/2019

L.A. Care Health Plan, Los Angeles, CA

Senior Technical Project Manager

Oversaw over 40 waterfall and agile/scrum projects from conceptualization to completion

Led team of business and technical staff through a conversion to Scrum project methodology by defining roles, assigning staff, and developing training programs resulting in a 25% reduction in application lifecycle times and a 35% improvement in customer satisfaction survey scores

Experience in building project roadmaps which allowed us to quickly communicate project plans and goal, manage the stakeholder expectations and generate a share understanding across the teams involved.

Proactively identified and solved complex problems impacting operations management and business direction

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

Successfully led key projects which resulted in positive outcome

Conducted analysis to address issues that led to positive outcome

Development of corporate portals including Member Portal, Provider Portal, Online Provider Directory, Corporate Intranet Portal and Agent Portal (CRM)

Project budget range from $ 100k - $ 2M

For Salesforce project my team deployed 8 software release in 9 months

Resolution of 90 % critical (66 of 73) post implementation issues for QNXT Core System within 1 calendar year

Roles include Vendor Management - (Center-Led model), Implementation and Functional Lead with responsibility for Call Center, IVR, Provider Directory Portal, Provider and Member Portals, Automated Assignment of Providers to Membership. Collaborate with vendors (Cornerstone, Trizetto, and Infosys) and business partners to prioritize and resolve production system issues for QNXT, and EDI's. Additional duties include Portfolio Manager for the Member Service departments

Responsible for Project delivery for the VOICE Program. The Voice Program is a strategic initiative aligned with the first organizational strategy in the Strategic Vision Operation Plan of “A highly functioning health plan with clear lines of accountability, authority and communication with processes and people that drive efficiency and excellence”. The Voice Program targets compliance, with minimal call center agent's interaction through optimized processes, integrated IT systems, improved data management, and trained staff, which results in a high performing workforce and enhanced customer experience.

Salesforce Cloud Project list delivered include: Applications were delivered to each department per scheduled software releases. The software releases also included break fixes and additional customization requested by the departments. The 5 IDT applications were delivered in 8 months. The agent portals and the Service Authorization Request (SARs) application were created in 5 months duration each

Led onshore and offshore teams in delivery of Salesforce CRM project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables

Led business team in delivery of User Stories and backlog

Developed two CRM solutions for Sales Agents and Customer Service Center The Sales Agent portal included Lead Management, Creation of Quotes, Book of Business, Training Assignments and the completion of training, Commission Statements, Elect different email address to send the order confirmation email to on the submit order page on the portals,, List of customers that the sales agent has the responsibility for, order flow was created for the customer to be able to place an order, setup for specific customers, pricelists or general prices for all customers. Includes the access to the Advanced Sales Integration, the Portals Messages and the Activity Log. Option for the sales agent to choose which document is created, sales order or sales quote, when the order is submitted . The Sales Agent Portal had two dashboards – one is for the sales agent and another one has all information about a specific customer. Dashboard for the Sales Agent Portal has the following areas: included Favorite customers, Open orders, Overdue entries, Messages and My account. Dashboard for the customer has the following areas: Customer actions, Open orders, Overdue entries, History, Statistics.

The Customer Service Center included the development of a standard workflow known as intelligent desktop. This feature enabled the agent to spend more time interacting with your customers and less on manually entering data. The solution also included the creation of a seamless customer and healthcare provider experience, from issue to resolution, resolve claims questions and assign providers to the consumer. The solution Improved customer engagement and the agent experience with automated selfservice, chatbots, knowledge base, communities, and an efficient agent workspace. Custom workflow and work queues were created for the claims, provider and finance department.

Oversight of 3 OCM projects which enabled the delivery of the technical solution to become operational in the business environment.

Additionally, responsible for the overall direction, coordination, implementation, execution, control and completion of the QNXT projects ensuring consistency with company strategy, commitments and goals. Lead the planning and implementation of QNXT for each Line of Business (LOB). The LOB included Medi-Cal, Medicare, PASC and Healthy Kids. Facilitate the definition of project scope, goals and deliverables, define project tasks and resource requirements and develop full scale project plans.

Delivery of Projects include configuration and setup of QNXT application component, COTS & Hosted System Implementation, data conversion project, application modifications to meet new compliance related changes

Environment: Methodology: Waterfall and Agile Methodology, PM Tools: MS Project Server 2013, MS Visio 2003, MS Excel, MS Word, and Agile Tools: Rally – formerly CA Agile Central, Collaboration Tools: Salesforce Lightning, SharePoint, Integration: SOA, Web Services and Bucher & Sutter (third party Salesforce connectors)

04/2012 - 01/2014

York Solutions, Westchester, IL

Senior Project Manager (Contractor for United Health Care and Optum in Cypress, CA) Development

For the United Health Care Group and Optum located in Cypress, I was responsible for providing IT Application project management to matrix project teams for the successful deployment of hardware and software-based initiatives of the Consumer Account Management and Individual Billing System and Corporate Finance Organizations. Utilizing the IT project lifecycles and associated processes, tools and control checkpoints for the delivery of IT application projects.

Establish project scope by obtaining business drivers; discovering and validating business and technical requirements; advising end-user groups regarding technology related to business and technical solutions; evaluate and recommend changes to current business processes; developing and writing project business cases.

Project Portfolio includes IT Application Project portfolio includes the 1) Rebranding of Organizations, 2) Application Enhancements, 4) Deployment of COTS and custom business applications, and 5) Development of the Exchange for OBAMACARE -- Healthcare Reform Exchange

Project budgets ranged from $ 130k to $ 1.9M

Average # of medium projects delivered per year was 8.

Environment: Methodology: Waterfall and Agile Methodology, SDLC: RSA, PM Tools: MS Project 2010, MS Visio 2003, MS Excel, MS Word, Agile Tools: Rally – Formally CA Agile Central, Project Portfolio Manager: Planview. Collaboration Tools: SharePoint

11/2007 - 04/2012

Watson, Pharmaceutical, Corona, CA

Senior Technical Project Manager

Experience in defining and managing business application projects utilizing Good Practice quality guidelines and regulations (GxP), non-GxP. Lead application project teams through stage gates / phases: idea, initiation, project execution, monitor & control and closeout

Experience in building project roadmaps which allowed us to quickly communicate project plans and goal, manage the stakeholder expectations and generate a share understanding across the teams involved.

Establish project scope by obtaining business drivers; discovering and validating business and technical requirements; advising end-user groups regarding technology related to business and technical solutions; obtaining input from Gartner Group & end-user group SMEs; evaluate and recommend changes to current business processes; developing and writing project ideas and business cases

Provided Project Management for projects supporting Shared Services, Sales & Marketing, Global Security, Facility Operations, Manufacturing Operations, and Manufacturing Quality Organization, and IT Sponsored Projects. Lead IT project management governance work groups for Global Security and Facility Organizations. Other project work included oversight of two (2) data center expansion projects

Utilizing the IT project lifecycles and associated processes, tools and control checkpoints I delivered the following IT application projects:

Transition SAP, SAP BW and JDE support and maintenance for India and the domestic U.S operations to outsource provider. Deliverables include business case & justification, RFP, vendor evaluation and selection, project budget, budget request packet, resource utilization plan, roles & responsibilities, project charter, project plan, project schedule, SOW, service level agreement and contracts, and transition planning and execution.

BI Datawarehouse Projects development Include:

oSuspicious Ordering Monitoring System (SOMS): Modified the existing SAP Order and SOMS Module to include the use of more statistically based SOM models that dynamically evaluate a variety of order characteristics to intelligently determine whether an order should be pended. These characteristics include order size, ordering frequency, ordering pattern, ordering trend, and similar attributes that can assist in evaluating the likely “suspiciousness” of an order. This dynamic approach provided the Company with a more defensible approach to SOM in regards to DEA requirements.

oControl Substance Quota System: Custom development of BI solution was required to support the business processes surrounding the DEA application for procurement and monitoring the consumption of control substance quota. The goal of the solution was to minimize risk by improved monitoring of controlled substance consumption throughout the year and improved systems to support the processes and accuracy of the annual DEA Quota. Material Supply Data was sourced from JDE, and Sales data was sourced from SAP. Deliverables include business case & justification, project budget, budget request packet, resource utilization plan, roles & responsibilities, project charter, project plan, project schedule, data migration strategy & plan, and operation change management (OCM) strategy and plan. Quality test cycles included Operation Qualification (OQ).

Kronos Upgrade U.S.: Watson was required to upgrade from a non-supported version of Kronos WFC. This project would replace the current hardware and bring the version of the software being used to version 6.2, and migrating from an Oracle dB to a MS SQL Server db. Custom Reports were developed using Microsoft SQL Server Reporting Services 2008 SP1+ (32- and 64-bit), Standard and Enterprise editions (No 2008 R2 SSRS supported), Microsoft SQL Server Reporting Services 2005 SP3 (32-bit) Standard and Enterprise editions.

Infrastructure Projects Include:

oSalt Lake City Data Center Expansion Establish a highly reliable IT infrastructure for expansion of SLC manufacturing facility GMP production space. This project is for the establishment of JDE ERP System, and voice, data, intercom, printing, and scanning requirements of the manufacturing and global security staff that will be located in the new space.

oCorona Data Center Modernization: Immediate corrections, modifications and upgrades for key systems in order to increase the reliability of the west coast data center and minimize the risk in the areas of system availability, data loss, record/data management, compliance and delay response for system recovery. Provided vendor management of the delivery of the ATS, Battery Cabinets, 30 Ton AC, FM200 Replenishment, Transient Voltage Surge Suppression, Audible Alarm, and Emergency Power Off

Environment: Project Portfolio Manager: Plan view. Collaboration Tools: Web Portal and MS Lync. Document Management Tool: Documentum, Live Link, Collaboration Tool: SharePoint, Methodologies: Waterfall Other Tools: JAD SDLC, MS Project 2010, MS Visio 2003, MS Excel, Visual Studio 2011, Visual Basic, C#, .NET 2.0, ASP.NET 2.0, Windows Service, Windows Forms, AJAX, XML, Internet Explorer 8, Web Sphere MQ (WMQ), Web Sphere Business Integrator Message Broker (WBIMB), Web sphere Site minder, Data Power, SQL Server 2008, Oracle 11, DB2, Unix, AIX, and Wintel. Crystal Report/Business Object, Cognos, SSRS, SAP BW, MS Quick View.

04/2007 - 11/2007

Login Consulting, Brea, CA

Senior Project Manager Contractor – Mercury Insurance Group

For the Mercury Insurance Group, Brea, CA I was an IT Senior Project Manager for the Mercury First Project, Internet Business Strategy. The IBS program includes the development of the following services / sub-systems: Agent Portal, Point of Sales – Personal Lines Auto, Alerts Notification, and Reporting Engine. The Mercury First solution is designed and built on a Service Oriented Architecture (SOA)

Additionally, led the Organization Change Management (OCM) teams to ensure communication, processes, training and documentation are in place for a successful go-live

Work closely with key business leaders to understand change management implications across multiple business units

Collaborate with project team members to ensure alignment with key cross functional project activities

Design, develop and implement a stakeholder management strategy to drive engagement, awareness and preparedness of/for the project

Design, develop and implement a multi-level, two-way communication strategy. Partner with Mercury Insurance Group Corporate Communications to validate and execute the plan

Conduct formal and informal stakeholder assessments, focus groups and leadership alignment sessions

03/2006 - 03/2007

Sapphire Technology, Irvine, CA

Senior Project Manager Contractor– Abbott Laboratories

Utilize quality guidelines and regulations (GxP) created to ensure that bio/pharmaceutical products are safe, meet their intended use, and adhere to quality processes during manufacturing, control, storage, and distribution

Project Manager with the overall responsibility for Application Development, Vendor Management and Quality Assurance Teams for the Project Connect project

Lead application project teams through stage gates / phases: idea, initiation, project execution, monitor & control and closeout

Project Connect; Budget $4.3M, Total Work Effort: 46,800 hours; Total number of resources on project team was 32 (22 Developer, 2 SA and 8 Team leads)

Wireless application development included a project known as Project Connect. The primary purpose for the Project Connect project was to develop a custom OTA Smart Phone app to accurately count field inventory via barcodes, provide inventory information to Abbott Vascular National Sales Reps and a web solution for the Customer Service departments. The solution assisted with the facilitation of product movements, manage the product returns process, and manage inventory stocking consignment creation and approvals

Other deliverable items include a custom CRM web application, MS Outlook and real-time customer order notification

Environment: Waterfall Methodology, JAD SDLC, Quality & Documentation Standard is GxP, MS Project 2010, MS Visio 2003, MS Excel, Visual Studio, Visual Basic, C#, .NET 2.0, ASP.NET 2.0, Windows Service, Windows Forms, AJAX, XML, Internet Explorer 8, Web Sphere MQ (WMQ), Web Sphere Business Integrator Message Broker (WBIMB), Web sphere Site minder, Data Power, SQL Server 2008, Oracle 11, DB2, Unix, AIX, and Wintel. Crystal Report/Business Object, Cognos, SSRS, SAP BW, MS Quick View. Collaboration Tools: Web Portal and MS Lync. Document Management Tool: Documentum, Live Link, SharePoint

03/2005 - 03/2006

CEI America Technology Solutions, Irvine, CA

Senior Project Manager Contractor – Anthem Blue Cross, Woodland Hills, CA

Establish project scope by obtaining business drivers; discovering and validating business and technical requirements; advising end-user groups regarding technology related to business and technical solutions;

Provided Project Management for projects supporting large and small system Claims.

Utilizing the IT project lifecycles and associated processes, tools and control checkpoints I delivered the following IT application projects:

Managed 6 concurrent projects utilizing both offshore, near shore and matrix resources.

Total budget responsibility was $ 3.2M.

Managed 10 resources for the IT support team for 5 claims systems – 3 large system and 2 small system.

Manage one application development project for a new product launched by ISG division. The number of IT professionals managed per project ranged from 2 up to 25. The total number of resources managed was 42, including 25 offshore developers located in India.

Environment: Waterfall Methodology, JAD SDLC, MS Project, MS Visio, MS Excel, Cobol 2, DB2, Mainframe, Document Management Tool: Documentum, Live Link, SharePoint, Project Portfolio Manager: CA Clarity

01/2000 - 03/2005

Kaiser Permanente, Pasadena, CA

IT Application Manager of Care Delivery

Organization includes 8 FTE consisting of BA’s, BSA’s and Developers

Application teams # 1 provided application support and development for Coding and Abstracting software known as HIMS and Encoder Applications (EMR) located in Pasadena, California

Application team # 2 provided application support and development for the Genetics System (Appointment, Patient Records, Lab Results and Patient Counseling) located in San Jose, California

Application Team # 3 provide BI Application Support for BI and Datawarehouse Development & Support for the KP Business Planning and Analysis department. End-user analytic tool include SAS Analytics Software & Solutions

Proactively identified and solved complex problems impacting operations management and business direction

Prepared business case, project budget, schedules and ROI analyses

Kept project teams on-task with proactive control of budgets, schedules and scopes

Created communication strategies to meet client objectives

Oversaw various maintenance and development projects from conceptualization to completion

Senior IT Project Manager -- National Operation PMO (IT Infrastructure Security, Support Services)

Tops skills utilized include Knowledge of IT Infrastructure and knowledge of Data Centers, Storage, Service Desk, File Shares & Permissions.

Managed an average of 15 concurrent infrastructure projects.

Acts as a liaison for infrastructure support between technical staff and/or with development staff throughout the development life cycle.

Plans, coordinates and conducts the infrastructure and security needs analysis and design to support the business application and functional requirements

Supported a variety of applications across the enterprise.

Acts as project lead in the coordination of infrastructure solution development and the implementation of the final product/service.

Develop project plans.

Identifies and coordinates within other project managers and implements schedule deadlines as appropriate.

Manages common resource demands.

Provides on-going project management and status reporting at all levels.

03/1992 - 01/2000

Lockheed Martin, Santa Ana, CA

Group Manager Business Application

Expertise include Project Management, Vendor Evaluation, Strategy and Execution. Technical Proficiencies include Resource Management, Innovative IT Initiatives, Troubleshooting / Resolution, Key Account Management, Client Relations and End-User Support.

Organization include 40 resources consisting of BA’s, SA’s, DBA, Developers, vendor and contract resources

Recognized for delivering leading edge solutions that consistent meet complete business requirements.

Provided Tier 2 and 3 end-user support for 1000+ end-users. County agencies include Social Services Agency, Superior Court, District Attorney, Probation, Sherriff, and Health.

Streamlined Information Technology department by separating support tasks, creating new leadership positions and implementing best practice.

Prepared IT Strategic Plan partnering with the CIO of the Social Service Agency

Prepare and executed plan for the rollout of MS Outlook, MS Office 95 and PC’s for 1000+ end-users

As Senior Manager I was the main point of contact for strategic customers and responsible for winning business, developing and maintaining the relationship, ensuring that activities are carried out in accordance with established specifications, schedules, and budgets;

Coordinating interdepartmental functions to support the business objectives; and leading project managers teams on a regular basis to review program status and plan future actions

As a Manager of Application, I would lead, manage teams with a focus on writing code and developing custom business, BI Datawarehouse, and e-Commerce applications leveraging multiple tools, languages, SDLCs, processes. Technologies included Microsoft Visual Studio, MS Access, MS SQL Server, Oracle, Client Server, web and .net

Kept project teams on-task with proactive control of budgets, schedules and scopes

Brought in additional project personnel and resources to meet demands

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

EDUCATION AND TRAINING:

Almeda College and University, Boise, ID

Bachelor of Science in Information Technology

Coleman College, San Diego, CA

Associate of Science in Computer Science

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