Experienced Software Systems Implementation Manager

Professional Summary:

Experienced Software Systems Manager, Implementation, and Solutions Architect with over twenty years of progressively responsible software project implementation, client support/relationship management experience, pre-sales consulting, and application installation, in the commercial, higher education, and technology training industries.

Key Technical Skills:

Install, Configure and support Microsoft 2016 Server and 2019 Server, Web, and SQL servers.

Understand and utilize SQL in MS SQL Server and SQL server Management Studio.

Perform database backups and restores, including disaster recovery planning and maintenance.

Support and Administrate Microsoft Active Directory for integration with Hyland OnBase ECM Solution.

Perform software installations and upgrades to hardware and operating system software.

Provide recommendations regarding hardware and system software planning.

Coordinate disk space planning and storage.

Familiarity with virtual environments.

Hyland Onbase Software: OCWV, OCI, OCWA

ITIL Foundation V3 certified, 2017.

Professional Experience and Achievements:

January ‘18 - Present, Senior ECM Implementation Specialist, Deluxe Financial Services

Remote / Charlotte NC

Implement multiple projects including but not limited to onsite projects, customer upgrades of all sizes and large multi-site new logos. Deliver Services in the area of expertise and product knowledge for Hyland’s OnBase ECM Solution.

Work with the project team to prepare customer systems, by customizing the base ECM software application and entering customer-specific data according to the Customer Requirements Document (CRD) and other project documentation.

Confirm solution operation by conducting tests, modifying custom setup, and monitoring output. Validate estimates and provide project management updates regarding activity durations and effort on an ongoing basis.

Configure, test and deliver the solution in accordance with the project plan and the CRD; prepare implementation status reports for project managers, clients, and as required, internal management.

Test systems prior to delivery and during implementation at the client site to ensure a quality product. Document defects and resolution approach. Work collaboratively with other team members to resolve issues.

Support User Acceptance Testing to identify, catalog, prioritize and resolve both solution and operational issues. Conduct user training sessions and provide procedural guides to customers.

Document, communicate status and help escalate related issues of the installation to Deluxe's Project Manager, Sales, Solution Management, Customer and other team members as necessary.

Ensure customer satisfaction by keeping client and internal team apprised of installation plan, progress and daily updates. Maintain customer confidence and protect operations by keeping information confidential

Participate in problem identification and resolution activities. Escalate issues according to departmental policy. Recommend standards by studying operational requirements and methods, identifying improvements, and communicating suggestions to customers or team members. Abide by the Customer change management requirements.

June ‘14 - December 2017, Financial ECM Application Lead, CRH Americas Materials (formerly Oldcastle Materials) Charlotte NC

Plan, develop, and launch efficient business, financial, and operations systems in support of the company’s OnBase ECM system and business processes.

Lead the support of financial ECM systems including workflow and workview management.

Work closely with business leaders to understand current and proposed business processes and objectives.

Work with business analysts to create and execute implementation plans.

Liaise with network administrators, systems analysts, and DB engineers to resolve issues with software products and company software systems.

Create integrated workflow solutions to seamlessly integrate with other enterprise line-of-business IT systems such as POS / ERP systems using SQL and scripting.

Manages the daily functions of OnBase and performs all patches and system upgrades.

Train and mentor users and junior team members in business procedures and technical knowledge.

Ensure compliance with SOX regulations and requirements.

February '08 – November ‘13, Solutions Architect, Hyland Software/Hershey Systems Charlotte NC.

Installation and configuration of the OnBase enterprise ECM solution. OnBase is a .NET Microsoft Windows environment software package typically deployed in a virtualized environment, and utilizing MSSQL Server.

Strong knowledge of Microsoft Windows Server environments, IIS, MSSQL server, and ERP environments for integration, typically in stored procedures.

OnBase Level 1 and Level 2 Proficiency certified, August 2012

Work extensively with prospects to document requirements and pre build workflows and eForms for sales demonstrations.

Assist in analyzing customers’ business requirements and application objectives and assist with proposal development and post-implementation reviews.

Develop the architectural solution design, handling all relevant technical aspects such as dimensioning, performance, integration/development framework, security, high availability, etc.

Develop implementation plans, project plans, and Statements of Work.

Work with customers and prospects to integrate document workflow and data integrations to Peoplesoft, and comparable ERP systems.

Present at conferences/seminars.

October ‘03 – February '08, Implementation Consultant, Benefitfocus.com Charlotte NC.

Responsible for managing 30 plus concurrent group implementations, and internal resources to meet the established implementation targets and completion dates.

Consult with Blue Cross Blue Shield NC clients on eBenefitsNow eligibility and enrollment system configuration, industry and insurance carrier specific features.

Conduct client training of the eBenfitsNow system functionality, processes, and procedures.

Consult with clients to implement third party links for EDI transmission of healthcare information to 3rd party carriers.

Prepare weekly and quarterly group implementation reports used for financial reporting.

Successful management of 450+ program rollouts for Blue Cross eBenefitsNow benefits administration platform.

Ongoing and successful management of the business relationship between Blue Cross NC and Benefitfocus.com.

March ‘03 – October ‘03, Account Consultant, Qualitech Solutions Inc. Charlotte NC.

Responsible for prospecting and developing business for TimeConsultant professional services / time and attendance reporting software application.

Understanding key market issues to create and build vision for differentiation around core product capabilities.

Engaging “C” level prospects to discuss critical business issues, arouse interest, and position solutions.

Create and distribute marketing and sales materials.

September ‘01 – February ‘03, Implementation Consultant, SkillSoft. Charlotte NC.

Responsible for providing installation and tier III technical support for SmartForce technology delivered training products for named accounts.

Conduct high-level meetings with new clients for network, intranet, and Internet infrastructure evaluation and documentation.

Provide main technical point of contact for resolution of all technical client issues within designated territory/named accounts.

Responsible for over 35 successful program rollouts for hosted MySmartForce training platform.

100+ successful customized installations for our Intranet deployed corporate training platforms, SmartForce Campus and SmartForce Web.

Successful management of high-level support interaction with clients through conducting client visits and conference calls.

January ‘00 – September ‘01 Product Communications Specialist / Technology Manager, SkillSoft.

Responsible for developing, managing, and supporting complex technical communications to the Sales force regarding all aspects of SmartForce products and related functionality.

Maintain subject matter expertise in all SmartForce technical product information focus areas.

Engineer successful technical integration of SmartForce products. Ensuring ongoing client satisfaction with the technical integration of Intranet/Internet deployment solutions.

Provide pre-sale technical consulting to prospect accounts, including demonstration and pilot of SmartForce products.

Manage requirements definition of functionality not offered in standard deployment. Liaise with Professional Services Organization regarding client needs for custom projects.

Developed and deployed product communications knowledge-base. A secure web based application designed utilizing ASP and SQL Server 7 database. The application captured and managed all product related communications and employee feedback for analysis and redistribution.

Contact this candidate