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Program Manager Project

Cypress, TX
March 22, 2020

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Cypress, TX ***** 713-***-****


An executive change agent with significant experience in the fields of PMO Startup, Project/Program Management, Service Delivery, Demand Management, Leadership, Financial/AOP, Change Control, Governance, Application Development, Service/Change/Vendor Management, Infrastructure & Operations, Strategy, Transformation, Enterprise DR/BCP, OFAC/OCC/Compliance/Audit, specializing in in Process Creation and Improvement. I demonstrate my ability to lead, drive change, influence, challenge the status quo, and bring people together to get the job done. I’ve directed and mentored up to 20 direct reports and a ~100 total resources for $25M+ programs. Developed AOP budget process to develop, manage, control, and defend $1.8B/year. Driving process improvement initiatives, including CMM, has resulted in millions of dollars of savings. CIO regularly tasks me with special projects.


2016 to Current Sr. Manager - PMO

Fiserv – Output Solutions/Finance and Accounting HOUSTON, TX

Successfully initiated PMO within Finance & Accounting, including policy, procedure, methodology, process improvement, demand and release management, AOP, SharePoint, templates, workflow, relationship management, governance, tools, and C-level status reporting. IT liaison performed heavy analysis of development and support team's processes including effecting transformative change. Directed a team of 10 in developers for 80 financial clients over 300+ custom applications.

2014 to 2016 Senior IT Manager

AIG – Technology Risk Department HOUSTON, TX

Produced departmental processes, DR/BCP, demand and financial, PMO, and Internal Audit management. Created standards and best practices for PMO/Reporting. Responsible for inter-departmental Fed Readiness Program that removed OCC sanctions. (Promotion in first year)

2003 to 2013 Senior IT Director

HSBC TAMPA, FL then transfer to BUFFALO, NY

Worked in three major regional and global areas; Workflow, Imaging, & Correspondence, Internet Banking, and Compliance OFAC Scanning Departments. Experience includes:

Program/Project & Engagement Management - Direct PMO programs/projects, estimate, forecasting, engagement, escalation, relationship building, deployment, support, and recovery

Application Teams – SDLC, planning, prioritization, development, implementation, and production support. Experienced with offshore, vendors, and global teams in a matrix environment.

Strategic Management – Department strategy, transformation, C-level role requiring quick turn-around risk vs. reward; managed enterprise DR/BCP exercises, audit/compliance, risk.

Budget Creation & Financial Oversight – Partner with lines of business and finance to develop budget for FTE, vendor and pass-through including multiple reconciliation passes a year at C-level. Creation/defense, allocation, billing/reconciliation, pipeline, pivot, variance, and reporting

Resource Management - Hiring, talent development, 9-box, corrective, and termination

Achievements within HSBC

Delivered financial process improvements in 3 months for a shared service team of 200+ resources resulting 35% sustainable savings for department

Successfully delivered 2 programs consisting of 44 projects with OFAC implications and directive from OCC audit sanctions. OCC post project reviews removed audit sanctions.

Lead architect for PMO department: Change Control, Templates, Process, and Workflow, Peer Review/Walkthrough, Outage & Crisis procedures, Training, Roles & Responsibilities

Managed the Flagship Mortgage project which earned 2006 HSBC Project of the Year ($25M)

Brought in to manage troubled Internet Banking architecture and support team, instituted changes to reduce outages by 61% and Sev-1 tickets reduction by 44% year over year

Implemented programs resulting in improvement of client satisfaction by 50%

Led Employee Engagement and Mentoring Programs resulting in numerous process improvements and increase of employee survey scores by 12%

‘Exceeds’ rating in 8 of last 9 years


John Hancock Financial Services TAMPA, FLORIDA

Lead development team on the PolicyLink project that managed 3 program releases a year through the entire project life cycle (PolicyLink, UNIX, Rational Rose Products, RUP, Mainframe)

Achievements within John Hancock

Identified solution and lead a project team to reduce processing time of overnight PolicyLink batch process by over 50%, which resulted in online system availability confidence each morning

Successfully drove initiative to pass CMM Level 3 audits for repeatable process group alignment, created peer review process and project management lifecycle and templates

Created quality assurance audit role and formal peer review inspections resulting in reduced defects by 50%

1990-2001 – Previous programming experience available on request


TEXAS A&M UNIVERSITY; Bachelors of Business Administration in MIS

Project Management Professional (PMP) 2005-Current

ITIL v3 Foundations Certification 2007

SCRUM Master Certification (Agile) 2016 - 2018 (renewal)

Associates in Project Management from George Washington University 2005


Project Methodologies – PMBOK/PMI, SDLC, CMM, SOX Control, Agile Methodologies – RAD, RBPM, R2, QC/QA, HPQC, Rally, MS Project, Release Management (CAB/CCB)

Databases – Oracle, DB2, SQL, Access, Sybase, DL1

Operating Systems - Windows, UNIX, Solaris, Novell, RISC/6000, OS/2, DOS, MVS/SA, AS400, MAC

CRM/ERP/HCM – SAP, ESS/MSS, HR Renewal, Clarity, PeopleSoft, WorkDay, Service Point, ITAM, Asset Management Systems

Project and Portfolio Management – MS Project, CA Clarity, HP PPM, Artemis, NIKU, Mercury ITG, Traceability Matrix, Agile, SCRUM, Rally

Protocols/Interfaces – TCPIP, NetBEUI, Connect: Direct, MQSeries, XML, SOAP, FTP, NETBIOS, Data Direct, GUPTA

Documentation Storage – OnDemand, IBM FileNet Content Management, ECM, Workflow, SharePoint

Languages / Architectures – ORACLE, Java, COBOL, SQL, HTML, CICS, Dialogue, GMC Inspire Metavante CSF, PolicyLink, DOS

Applications – MicroSoft products, ServiceNow, Rational Suite (Rose, ClearCase, ClearQuest, Requisite Pro, Studio, SoDA, etc), Mercury Tool Suite (Quality Center) WebMethods-EAI, Notes/Domino, VISIO, WebLogic, WebSphere, Test Director, WinRunner, Load Runner

Compliance/Scanning – FircoSoft Wolf, Accuity, CRA-WIZ, OCC, OFAC, PEP, Anti-Money Laundering (AML), Internal / External Audit, Release and Verify, HMDA, SOX, Sanctions Scanning

Specialties – Demand management, portfolio/program/project management, engagement management, financial management, organizational transformation, strategy, risk and compliance, project management office, development/infrastructure/production support teams, goal-oriented, product development, resource development, process improvement, clear choice, cost-benefit analysis, asset management, consultative services, operations/production management, process improvement, consulting, change management, organizational behavior, leading cross-functional teams, and special project assignments.

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