Manager Project

Vince Arcuri

**** *. *** ******

St. Paul, MN ***06

***********@*****.***

612-***-**** (Cell)

Objective

Acquire a senior analyst level position in the area of Information Services. I am an action-oriented individual with over 20 years of IT Project & Operational management experience spanning in various technical Information Systems positions. My skills have proven valuable to past employers by offering the following:

● Able to use flexibility and good judgment in solving challenges, versed in team building and organizational change techniques, skilled in optimizing employee and team performance

● Exceptional written and oral communication skills, group presentation and facilitation skills.

● Ability to travel and work in teams, highly professional with strong business acumen.

● Dependable, consistent and professional in composure Professional Experience

May 2003 – Aug 2020 Senior Business Analyst, Agile Product Owner, ScrumMaster - Delta Airlines Duties & Responsibilities:Lead BA on various IT related Call Center projects. Including on-going support of call center applications for IVR, Kana email, Envision Quality Monitoring, and Aspect workforce management. Subject matter expert for workforce management and quality monitoring solutions. Product owner for several custom email solutions. Responsible for defining and documenting requirements, supporting RFI/RFPs, testing software, and providing overall functional knowledge. Project Activities\Responsibilities:

Agile Product Owner\Scrum Master – As an agile product owner I gathered requirements and created stories in VersionOne and Jira for execution by our team. As a scrum master I coordinated bi-weekly sprints for a custom tool built on the Salesforce platform. GDPR Team Lead – In this capacity I coordinated privacy requests related to our system to ensure data privacy compliance.

System Patching Team Lead – In this role, I coordinated monthly patching of 200+ Linux and Windows servers in our production and non-production environments. Testing – Responsible for SI, regression and end-to-end testing on various custom email solutions. Provided QA approval thru manual testing. Identify and test workarounds for bugs or deficiencies in the software. Project coordination – As a product owner I created hundreds of change requests over the years for various code implementations. I prepared implementation plans, gathered details, sought approvals and coordinated the deployments.

Email migration – IT business unit lead for migration to Microsoft Exchange\Outlook. Performed large scale impact analysis of email work-flow in the business unit. Worked with a large IT group from project inception through deployment for 10,000 users. Project team lead during onsite implementation at 7 call centers. OS Migration – Project lead for business unit to migrate 2,500 workstations to new OS. BA efforts included design of an image role, policy restrictions, application testing, and problem resolution. Deployment responsibilities included an implementation plan for 7 revenue generating 24x7 call centers, Heavy emphasis on communication with the business unit, logistical implementation, and post implementation support. CTI Upgrade – As the lead BA for an obsolete CTI solution I prepared a 3 million dollar business case to obtain funding and substantially improve the existing solution. Scope included expanding the current Genesys Framework screen pop functionality from 400 to 2,500 reservation agents. Included vendor mgmt of 6 custom written programs using C, XML web services, and java - Introduced a voice recognition IVR solution as a front-end to 40 million calls annually.

QM system upgrades – Twice assigned as the project lead for system upgrades to the call center quality monitoring application called Click-to-Coach. Implementation included updates to 7 Windows servers and 2,500 workstations. Created the business plan, obtained 1 million dollars in funding, and lead a project team of 6 internal IT coworkers and vendor staff. Traveled to call centers during implementation and worked with Call Center Mgmt to minimize impacts. As the subject matter expert for this system I also provide ongoing support. Work force Management implementation – As the lead BA for an aging Aspect workforce management solution I created the business plan to obtain funding and upgrade the Aspect eWFM system. Scope included extensive analysis of business processes, rewrite of custom coded components, vendor selection process

(RFP), vendor mgmt, and implementation. As the subject matter expert I provide ongoing support on this application for 75 Citrix users and 2,500 web based agents. Call Center opening – While opening a new call center in Iowa I led the team in adding adjunct systems for workforce management and quality monitoring. I received the team leadership award for my efforts and attended an awards banquet with the Northwest president. Ongoing Support – On a rotational basis I also performed 24x7 system support for CTI, Nortel\Periphonics IVR applications, Kana email mgmt, and the customer mgmt solution used by 2,500 agents. October 2000 – May 2003 IT Manager, MSL, Inc

Duties & Responsibilities:Responsible for all operational activities of the IT group. Supported 350 end-users on a large multi-segmented Ethernet network providing file, print, & application services on Windows infrastructure. My contributions included: technical design, administrative support and project management. Supported an ATT Definity PBX for 350 end-users, voice mail services, and call routing via ACD and IVR applications.

Project Responsibility:

Email migration (cc:Mail to Exchange) – To increase user productivity and efficiencies, I proposed, justified and implemented a $100,000 email migration project to Exchange. Implementation included onsite training of 300 end-users in Outlook 2000. Online calendaring and resource scheduling were introduced as new services to the site.

Active Directory Implementation – In support of our email migration project, my team implemented Microsoft Active Directory and migrated six critical servers to new OS. Server builds, service consolidations, and data migrations were some of my technical contributions. Microsoft Office Suite Upgrade – To support increased end-user productivity, I implemented a suite migration for Microsoft Office on over 300 PCs. File format changes and database migration for Access was implemented on over 60 databases.

WAN Upgrade – In an effort to enhance network performance, my team implemented a wide-area-network upgrade to a frame-relay network. My role included overall IT management responsibilities as well as all duties of the project manager on this upgrade.

Anti-Virus – Performed an upgrade to McAfee anti-virus application suite for all workstations. Later migrated 350 workstations to Norton Anti-Virus as a corporate standard. Private IP implementation – To further enhance network performance, my team implemented a private addressing scheme designed to reduce network overhead by eliminating IP address translation while enhancing security. My role included technical design, project justification, overall project management and technical implementation.

HRIS System – As the project manager for an HRIS system implementation, my role required technical evaluation of a proposed solution, budgetary cost preparation, and project management responsibilities from pre-migration to post-implementation phases of the project. Citrix Farm – As a strategy for PCs on our factory floor, we implemented a Citrix Metaframe solution for over 90 client computers. As the project manager of this initiative I was responsible for the project justification, budgetary estimates, technical proof-of-concept, project implementation, and final closure of the initiative. My technical involvement included all aspects of the project from initial Windows 2000 server builds to desktop installation of the Metaframe client software.

Network Monitoring – To support further network enhancements, I justified, purchased and implemented Microsoft Operations Manager running on Windows 2000. My role included all aspects of project justification and technical implementation.

Call Center & Helpdesk Solutions – To streamline our operations, I evaluated options for Call Center support. Project solutions included Outsourcing, Hosted & Internal Web applications, and third-party Helpdesk solution software.

Oracle Support & Maintenance – To support two production Oracle systems, I enlisted the skills of an outside Oracle Database Administrator. This contractor reported directly to me and we implemented numerous enhancements to ensure the continued availability of these critical systems. Disaster Recovery – To improve the group’s ability to respond in critical situations, I started a formal disaster recovery initiative. A gap analysis was included of current capabilities and the most critical risks were immediately resolved.

Data Center Enhancements – Facility improvements included dedicated air conditioning, fire suppression, and enhanced physical security for this location and remote wiring closets. March 1996 – October 2000 Consulting Manager, Norstan Consulting, Inc Duties & Responsibilities:Departmental mgmt of 30 consultants in solution areas of: DataWarehousing, Enterprise Application Integration (business-to-business processing), Strategic Services in IT planning, and network engineering. Telecomm experience includes voice over IP solutions, and data\voice migrations. Participated in pre-sales activities and relationship development with customers. Responsible for project delivery/problem resolution and effective management of customer needs and perceptions. Accountable for meeting departmental P&L objectives, budgeting and ensuring high utilization of billable employees. Performed salary negotiations, employee performance reviews, mentoring, career coaching & development, departmental hiring, recruiting and staff reductions. Additional Contribution:

● Main company contact – Windows 2000 Readiness Program and Novell Platinum Partner Program

● Member compensation planning and Employee Recognition committees

● Member MIS Advisory Committee

● Member of management escalation team for after-hours service offering Project Responsibility:

● Developed Interdepartmental mentoring program

● Project lead new hire assessment testing and evaluation system

● Project lead interdepartmental testing and development lab

● Developed departmental job descriptions

● Supervised departmental Intranet site development February 1993 – March 1996 Operations Manager, John Alden Life Insurance Duties & Responsibilities:Departmental accountability for daily operations of four staff professionals supporting 450 users. Including departmental budgeting, cost containment, employee evaluations, and focusing departmental activities on corporate goals. Environment included LAN & WAN responsibilities, IBM System 36, and all Telecomm aspects supporting our user base with the addition of a 60-person Call Center. Telecomm technologies supported include IVR, ACD, Voice Mail, and Call Accounting. Honors – Outstanding employee performance award.

Projects and Contributions:

● Ethernet network analysis using Novell Lanalyzer and Network General Distributed Sniffers

● Lotus Notes, Visual Basic and Paradox programming and operations support

● Develop and conducted a formal instructor led software training program for 300 users

● Phone switch upgrade for 450 users to an AT&T Definity system

● Designed and implemented systems support for a 50-person satellite office; upgrade 16 mainframe controllers

● Complete data room rewiring including patch panel & punch-down boards

● Design and Implemented a 200 user cc:Mail post office including regular administration January 1988 – February 1993 Support Technician/Database Programmer, American Foods Group

● Database programming and support in Access and Paradox

● Programmed and maintained code in C & C++

Education

Masters in Business Administration – St. Thomas University January 2004 Concentration: Venture Management (Entrepreneurship & Franchising) GPA 3.8 Scored in the top 17% - GMAT Analytical Writing Assessment test Bachelors Of Computer Science - National University November 1992 Graduated with Honors - Summa Cum Laude GPA 4.0

Bachelors Of Science, Accounting - Metropolitan State University, January 1990 GPA 3.3 Additional Training:

ASP.NET

Aspect eWFM (workforce)

Genesys Framework (CTI)

Cisco Administration (CCNA)

ROLM PBX and ACD Administration

Microsoft Operations Manager Training

ISO 9001:2000 Internal Auditor Training

Windows 2000 and Microsoft Exchange Server 2000 Benchmark Learning Microsoft Active Directory, Microsoft Exchange

Gartner Project Management (5-day course)

Peter Lowe’s Success Seminar; Team Building & Leadership Seminar Network General – Expert Sniffer - Ethernet

CNA (Certified Netware Administrator); CNE (completed 5 of 7 tests), Fundamentals of Life and Health Insurance, Level 1 FLMI Designation AT&T Definity G3 Administration

Fundamentals of SAS; Programming in SAS

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