Manager Program

PROFILE

Exceptional record of success in the management of software development, technology innovation, and emerging technology solutions. Proven history of delivering solutions to meet rapidly changing business needs to facilitate millions of dollars in profit increases through process improvement, competitive positioning, and revenue growth. Experienced in the banking, transportation, insurance, biotech, pharmaceutical, and IT sectors. PMP, CSM, and CSPO certifications. Military Veteran – United States Navy.

PROFESSIONAL EXPERIENCE

Mountain West Farm Bureau, Laramie, WY June 2019 - Present

Director of Program Management Office

Leading team of Project Managers to modernize the company’s property and casualty insurance software suite. Positioning the Program Management Office (PMO) to implement the Guidewire software suite for policy, claims, billing, datahub, and digital.

Developed corporate Book of Work and Journey Roadmaps for implementation of strategic initiatives.

Trained and stood up first Agile teams to handle all projects including digital experience, new application development, integrations with SAAS providers, and maintenance of legacy systems.

Partnered with IT and product leadership to drive and manage the solution development process and ensure the product team understands the direction and vision.

Collaborated with teams to discover and deliver the best solution to the market presented by the product team lead and the business.

Created and maintained the solution vision, roadmap, and backlog of work through the project's life cycle.

Translated features into user stories within the team’s backlog while managing, ranking, and prioritizing this backlog to reflect stakeholder’s requirements.

Established Key Performance Indicators (KPIs) for the PMO to measure project completion, success, stakeholder satisfaction, time-to-market, finances, and other key factors in project delivery. (Utilized Power BI)

Set-up PMO from ground up, developing project governance framework for agile, iterative, and waterfall methodologies.

Strong interpersonal and communications skills. Proven ability to collaborate with internal and external teams globally including ensuring appropriate communications with management. Excellent written reporting skills.

CITIBANK, Jacksonville, FL 2015 - 2019

Senior Program Manager, VP [Cards AML/KYC Operations]

Managed Change Team, supporting the Anti-Money Laundering/Know Your Customer (AML/KYC) Analyst workflow tools providing end to end tracking of customer records triggered for missing data or specific screening.

Support all AML/KYC book of work programs, including strategic roll out of a new PEGA Outreach Tool.

Expert with versioning, change management, problem management, and troubleshooting.

Worked with stakeholders and management team to develop reporting analytics to include exploratory data modelling, generate and test working hypotheses, and uncover interesting trends and relationships.

Work with large data sets from disparate sources to understand linkages and to develop use cases.

Senior Technical Program Manager, VP [Digital]

Oversaw the development of internet, mobile banking, and digital computing solutions for this $88B global bank’s Global Consumer Banking division, to facilitate greater customer experience.

Managed cloud-based projects on agile and scrum for retail bank and cards divisions, connecting SAAS vendors utilizing Amazon Web Services (AWS) to internal banking systems.

Worked with SAAS & PAAS based cloud models with architectural constructs of Public, Hybrid and Private cloud-based models

Supervised teams of up to 60 technical resources and program managers on projects, charged with implementing the Digital Retail Bank and Account Opening programs. Direct development and delivery in an Agile environment, utilizing Scrum and modified Waterfall methodologies. Coordinate onshore and offshore resources. Lead Scrum teams. Train personnel in Agile methods. Responsible for release management and the PMO.

Improved efficiency by leading a change from Waterfall to Iterative and Agile development.

Drove $2M in annual savings by leading the build of digital self-service flows for customers requesting late fee waivers and credit balance refunds.

Guided the creation of a common global interface to establish digital alerts for online spending while also improving security and reducing fraud loss. Project benefit is projected to be more than $16.5M over the next 5 years.

Delivered an online dispute tool that allows self service capabilities for account disputes and investigations, with projected savings of $280,000 per year.

Produced a new ATM PIN code reset functionality for retail customers, anticipated to reduce call center costs $300,000 and improve customer satisfaction.

Dramatically improved digital checking account application completion rates by managing the design of a streamlined tool that improves customer experience and processing times. Project expected to facilitate more than $12M in added revenue over 5 years.

Enabled $10M in forecasted revenue growth by leading the development of a digital personal installment loan microsite that allows Citi and non-Citi customers to request loans.

Increased productivity and project quality by creating a project dashboard for Program Managers.

Enhanced efficiency by implementing a SharePoint site for information sharing

Independent Consulting 2010 - 2015

Engagements Include:

Senior Technical Program Manager - CSX CORPORATION, Jacksonville, FL

Directed Scrum, Agile, and Waterfall teams. Ensured compliance with best practices. Established program workstreams. Led complete software delivery life cycles (SDLCs).

Planned and led a project to develop an internet application that enabled employees to verify timesheets for federal billing compliance. This eliminated a previous manual system.

Managed the migration of a payroll process to a mid-tier application with time reporting, verification, and approvals, along with web and mobile interfaces.

Established a Scrum team and implemented a Scrum tool that integrated with Clarity.

Senior Project Manager - BANK OF AMERICA, Jacksonville, FL

Served as Project Manager and Technical Release Manager for the Global Wholesale Credit division. Developed new processes and procedures. Identified areas to automate processes and streamline workflow.

Reduced a manual process from 48 hours to 10 minutes through automating calculations and data imports from bank’s data warehouse.

Senior Project Manager - UNITED GUARANTY COMPANY, Greensboro, NC

Oversaw the program executing the digital portion of the rewrite of this $3.8B private mortgage insurance company’s core master policy.

Senior IT Project Manager - LINCOLN FINANCIAL GROUP, Greensboro, NC

Established corporate PMO practices for the Life Insurance Marketing Group and led software development initiatives for the Finance Team. Supervised up to 30 resources. Oversaw project scope, timelines, costs, quality, risk management, and change management. Designed project plans.

Served on a PMO team that migrated the corporate GL system to an enhanced system along with updating supporting infrastructure, including business intelligence reporting.

Delivered a release management plan to support new general ledger (GL) system enhancements.

Senior IT Project Manager - THERACOM (a division of CVS/Caremark), Greensboro, NC

Led the development of new Hotline and Web Portal applications for pharmaceutical companies.

Contributed to website and/or portals design for Centralized Call Center, Reimbursement Services, Clinical Services & Medical Information, Patient Assistance, Physician, and Manufacturer programs.

IBM, Raleigh/RTP, NC & Rochester, NY 1996 - 2009

Project Manager - Business Operations & Resource Deployment

Oversaw critical programs and projects for this leading technology giant. Operations Manager for the Wireless & Merging Technologies and Enterprise Application Modernization teams. Supervised 120-plus resources and administered program and project budgets up to $25M. Recruited and trained personnel. Negotiated international contracts for projects and sales rights. Spearheaded product development efforts.

Consistently met or exceeded revenue goals as large as $125M.

Conceptualized, designed, and led a Lotus Notes application sharing conference for 2 years. The conference was later adopted by Lotus and merged into LotusSphere.

Facilitated revenue growth by conceptualizing and delivering saleable web and software assets.

Directed 2 critical application development projects for Duke Energy.

Managed the development of remote monitoring capabilities for HVAC equipment at York HVAC.

Led the development of data collection and management solutions, including ERP system reporting.

Produced a startup eCommerce B2B website for an internal initiative that was spun off into e2open.com.

Earned 2 Project Team Bravo awards, an AIS Service Excellence Team Award, a Personal IBM Bravo Award, and an Innovation Award.

MILITARY SERVICE

United States Navy

Yeoman (6 years of active duty service; 2 years reserve)

Naval Station, Pearl Harbor, HI and Naval Weapons Station, Yorktown, VA

Supervised the work of military and civilian office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures.

Worked directly with vendors, including IBM, to automate and develop applications for the command and install new computer mainframes at Pearl Harbor, HI.

Installed new network systems throughout command units in Yorktown, VA.

Provided oversight of contingency preparedness and operational readiness of unit.

Worked closely with Command Training Officers on training quota management for personnel, assisting in the development of required annual training, communicating plan, and tracking compliance.

Coordinated activities with other supervisory personnel in other departments, commands, and military branches, including Navy Judge Advocate General office, Port Operations Units, Command Career Counseling, Marine and Air Force Command Posts.

Supported the Navy Drug and Alcohol Program Officer by coordinating and staffing confidential hotlines for reporting incidents and individual problems.

Ensured personnel requests for 200-700 sailors were processed accurately and expediently, as well as, documented and maintained as permanent records.

Sailor of the Month – Naval Station, Pearl Harbor, HI

Sailor of the Quarter – Naval Weapons Station, Yorktown, VA

Honorable Discharge

EDUCATION

Graduate Course Work in IT Management, Project Management, Marketing, and Finance, Capella University

East Carolina University, Greenville, NC

BS in Management

Wake Forest University, Winston Salem, NC

2 years, General College

CERTIFICATIONS

Certified Scrum Master (CSM)

Certified Scrum Product Owner (CSPO)

PMI Project Management Professional (PMP)

IBM Project Management Certification

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