Manager Customer Service

Bob Tarantino, AWS CCP

*****************@*****.*** 608-***-**** Oregon, WI

Professional Skills

Consulting

Project Management

People Management

IT Strategy

Negotiation

Business Analyst

Technical Skills

Amazon Web Services

JIRA

VSTFS

MS Project

Power BI

SharePoint

MS Dynamics NAV

SAP ERP

SQL Server

Office 365

Certifications

AWS Certified Could Practitioner

Advanced Management and Leadership Certification

Yellow Belt Certification-Lean Six Sigma

MS Business Solutions Professional-NAV Developer

Texas All-Lines Desk Adjuster

Industries

Pharma (CRO)

Biotechnology

Manufacturing

Insurance

Professional Summary

I recently received my AWS Certified Practitioner Certification to align with my 20 years of experience managing teams directly or as a project manager through the process of designing, developing or implementing end-to end solutions that touched multiple departments within an organization. I was most recently responsible for project leadership and management duties necessary to deploy technical solutions meeting the needs of the laboratory involving the validation and implementation of scientific laboratory applications.

Experience

PPD, Middleton, WI

“Helping our customers deliver life-changing therapies”

IT Project Portfolio Manager 12/2019 – 05/2020

Manage a large portfolio of internal lab instrument and software validation projects in a cGMP environment

Build, maintain, and oversee project execution standards and procedures

Provide awareness and alignment of project through all life stage cycles for overall success

Communicate monthly portfolio dashboard updates to executive team

Ensure compliance with company standard operating procedures

Assist the vendor management team in maintaining vendor relations and reviews

Maintain relationships with leadership to ensure successful project delivery aligned to delivered implementation plan

Property Loss Specialist

“Provide quality adjustments of residential and commercial property losses”

Supervisor 10/2017 – 11/2019

Manage triage team for catastrophic claims inquiries

Provide data management to ensure high level of quality assurance of claims are met

Manage CAT Claim assignments to ensure SLA's are met

Develop and implement training of systems and processes for desk adjusters

Facilitate hiring and on-boarding activities

Work with team personnel on performance improvement goals and development plans

Align closely with Director of CAT on claim activities and overall department customer service success

Served as a Fiduciary agent servicing P&C claims as a licensed desk adjuster

Innovia Consulting

“Microsoft Dynamics NAV consulting firm known for delivering innovative technology systems while providing exceptional client-focused service”

Project Manager 10/2015 – 06/2017

Manage the lifecycle of Microsoft NAV upgrades, implementations, and re-implementations using a combination of waterfall and agile methodologies from a remote working environment

Manage project portfolio, including KPIs, portfolio analysis, resource and capacity management

Implemented the full suite of MS Project Online to increase new project decision making by 50%

Maintain and provide quantified forecasting metrics as requested by management including work estimates by role for target time-frames in assigned projects and project schedules

Manage relationships between our clients and external partners

Maintain relationships and coordination of activities with outside vendors and ISV's

Participation in the development and improvement of business process, tools and best practice techniques

Coaching and mentoring others in the execution of project management methods

Participation in the development of new service offering documentation

CUNA Mutual Group

“Deliver product and service solutions that meet the unique challenges and needs of credit unions and their members”

Manager, Finance Technology 09/2014 – 06/2015

Managed a team of four direct reports who were responsible for providing business data to the P&C and Life actuaries in the lending and business protection product areas.

Participated in the development of the product life cycle process map for both the P&C and Life products.

Developed and maintained a resource plan for functional and project work to ensure my team was staffed appropriately and able to focus the appropriate level of time towards our customer’s needs.

Provided support and direction through HR related matters including hiring, training, career development, performance management, and personal matters.

Managed relationships with our direct and non-direct customers throughout the organization.

Worked closely with our business partners to continually improve overall efficiencies by 30% in our rate filing work.

Collaborated with IT and our business partners in developing a migration path and plan to move our legacy programs to a supported platform.

Improved our onboarding process by eliminating several security requests to a single request, allowing my direct reports ability to quickly move into their job duties a week earlier.

Business System Consultant ITS 01/2013 – 09/2014

IT PM for the business resiliency tool to evaluate and implement a new software package to manage business and IT related DR plans which increased the end user accuracy and disaster recovery proficiency.

IT PM for the implementation of new event management system with a cost of the project was 90K over 5 months with 4 business representatives and 2 direct IT staff.

Provided consulting services for the RFP and RFI evaluation process for gathering vendor information in order to rate them and narrow the preferred list to a manageable number, ultimately contributing to the final vendor selection.

Business Analyst that gathered design requirements for the application development area to determine high level estimates for sourcing in that area and implemented a VAL to maximize the ROI potential.

Developed and executed the “people change management”, which included onsite training, communications, and documentation for the application roll out that provided work efficiencies of up to 50%.

Led all project meetings with internal staff and the vendor from the design phase through implementation and stabilization.

Developed a communication, risk management, and transition plan for the project.

Provided the project sponsor estimates on project timelines and cost estimates for internal IT work and vendor participation.

Facilitated scope management discussions with project sponsor.

Created and maintained project schedules.

Published weekly status reports to the project team, sponsor, and interested parties.

Obtained sponsor signoffs after each major milestone.

Concluded projects with lessons learned meeting.

Technical Integrations Analyst ITS 09/2012 - 01/2013

Responsible for the internal business analysis of existing SSRS reports and their owners and managed the responsibility of coordinating these owners through the migration of their existing SSRS 2005 reports to the SSRS 2008 reporting system.

Managed the project plan for tracking the overall status of the migration and retirement activities.

Coordinated communication to the business owners to acquire current status and publish the overall migration process to follow.

Collaborated with the SSRS team in designing a migration process for the business owners to follow.

Led the system integration and performance testing for the project server upgrade which increased user adoption of PMO capabilities by 20% and eliminated the resources needed to maintain the custom reports by 30%.

Promega Corporation

“Global leader in providing innovative solutions and technical support to life scientists in academic, industrial and government settings”

Lead SAP Basis Engineer 01/2010 – 02/2012

Managed the activities required to maintain the infrastructure for a Global SAP ERP for use with all the branches within an international organization.

Architected, implemented and managed the required tasks for the technical infrastructure associated with the SAP systems in a project valued over 7 million dollars.

IT PM and system administrator to create and manage the technical project plan for the SAP team and inter-departmental tasks for over 6 individuals.

Worked with external vendors to determine technical needs and integrate their systems with SAP.

Negotiated an SAP consultant engagement for an on-site SAP Solution Manager Configuration assessment.

Facilitated meetings with several business groups to tie together a holistic plan for implementation.

Lead Software Developer 06/2000 – 01/2010

IT PM and developer to Design, develop, and facilitate the rollout for a new remote distribution channel through a branch international ERP system which improved accuracy of inventory up to 60%, increased sales 30%, reduced waste of manual processes by 60%.

Architected the ability to electronically submit orders to the international ERP system allowing for multiple channels to submit consistent and accurate order to intended target.

Worked with network team to uniquely set up a single method to handle the data connections of several branches with separate NAV systems and its reporting system JET reports reducing maintenance of software changes by 50%

Designed a global code base for custom ERP functionality which was implemented in the upgrade and implementation of over 14 international ERP systems reducing the time rollout and manage new functionality by over 75%.

IT PM and developer to upgrade legacy Navision 2.6 ERP systems to Navision 3.7 across 8 different countries and rolled out 3 three additional new Navision 3.7 databases for new branches.

Designed a windows service to monitor and alert team members of error activity incurred during data processing in the ERP system which improved quality of the orders.

Designed and implemented the integration of logistics data from the international ERP system to a legacy domestic ERP system, which allows the creation of automated PO’s in Navision for warehouse re-supply.

IT PM and developer Architected the online e-procurement requisition system to allow users to buy product, through a web interface, while allowing the users associated billing agencies to approve and possibly enter payment information for the order. The system allows for order processing data to flow between B-to-B partners if necessary.

Education

University of Wisconsin-Oshkosh

Oshkosh, WI

B.B.A. Management Information Systems

Affiliations and Volunteer Experience

Oregon Lacrosse Club 07/2015 – 07/2017

President

The Legend Of Bergamont Home Owners Association 12/2015 – 12/2017

President

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