Professional Services & SDLC

Alfredo Massa

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

https://www.linkedin.com/in/alfredomassa

KEYWORDS: Client Relationship Partner / Project Management / Strategic Planning / IT Implementations / Fiscal Impact Analysis / P&L / Operations / Customer Experience Management / Business Intelligence / Sales

Strong leader who makes great products, pleases the customer, and builds profitable revenue. Effective manager who builds communications, re-energizes processes, and turns losses into profits. Proven administrator with in-depth knowledge of budgeting and financial feasibility assessments who knows how to make the numbers move through process improvements and consensus building. Customers and partners have included Citibank, Bristol Myers/Squibb, Sanofi/Pasteur, Campbell Soup, Oracle, Gillette, and more.

* Rapidly promoted through four levels of management in an industry-leading technology company

* Known for getting things done through detailed planning, vigorous execution, and Total Quality Management

* Have repeatedly increased profits, improved customer satisfaction, and rescued failing projects A self-motivated, team-building, hands-on manager who does whatever it takes to get the job done and has been repeatedly successful with technical and administrative duties including full responsibility inclusive of P&L. Selected Achievements

* Increased profit margins from 32% to 46% by eliminating rework and redefining processes and hand-off’s. Also worked with client and internal teams to assure requirements fulfilled clients’ needs.

* Turned a projected $1 million loss into an actual $100,000 profit by reducing staff, defining best practices, and increasing licensing income and project revenues from existing clients. Also negotiated and managed a three-country development and implementation effort for Gillette.

* Directed the team creating Bristol Myers/Squibb’s customized sales force automation project. Worked with the Gartner Group to establish system architecture and design. Overcame internal dissension and customer reluctance to implement the company’s most complicated product ever—a system that considerably reduced paperwork in the client’s sales force.

* Rescued the installation of a major software system for Campbell’s Soup. Conducted a marathon requirements review, rewrote project specifications to reflect client needs and technical realities. Project was completed on time and on budget, and Campbell’s became a reference site.

Career Summary

Program/Project Manager: Contractor via Gravity IT for OpenText 2019/05-Present: Manage all custom projects for largest managed services customer (Citi) including defining scope and effort for new custom projects and responding to RFPs; lead and coordinate projects from initiation to production; identify new opportunities for expanding new and existing services. Also serve as subject matter expert for Citi programs. Senior Delivery Manager: OpenText / Global eXchange Services (GXS) 2013-2019/05: Lead global teams responsible for delivering professional services to company’s largest managed services client. Responsible for day- to-day global operations management and meeting service level (SLA) commitments, primary escalation point for client, accountable for quality of delivery and customer satisfaction. Led troubleshooting for production issues; coordinated remediation efforts across multiple teams. Prepared team metrics, governance decks, and billing. Led multiple custom development efforts in support of enhancing and automating delivery; worked with customer to define and document requirements, completed projects on-time, on-quality, and on-budget. Region Leader: OpenText / GXS 2008-2019 (promoted). Manage 600+ EDI projects annually in Americas for largest managed services client with eight Project Managers in support of cloud-based B2B implementations

(communications / encryption / data transformation); lead systems enhancements projects, change management, and issue resolution. Led multiple custom development efforts in support of enhancing and automating delivery; worked with customer to define and document requirements, completed projects on-time, on-quality, and on-budget. Promoted.

Chief Planner/Demographer/Researcher Lake County Planning & Community Design - 2004-2007: Led team for county government with specialties in financial feasibility, geo-spatial mapping, housing, socio-economic analysis, and special area plans.

Business Development Manager Yellow Ostrich Solutions 2003 - for WiseBrick Building Connections, a startup company that developed construction management software Business Director, U.S. Operations: Dendrite International, SalesPlus Division, 2000 – 2002. Through five direct reports led account and project management efforts along with P&L responsibility for 60% of the client base of a division of the leading supplier of Sales Force Automation and CRM systems to the pharmaceutical and CPG industries with clients in five countries.

Director of Operations: Dendrite International, Consumer Packaged Goods Division, 2000. Full responsibility for a newly acquired division serving clients such as Gillette, Ralston/Purina, Rayovac, and Japan Tobacco Inc. Moved the division to a new location, turned losses into profits. Promoted. Senior Project Manager: Dendrite International, (SalesPlus/CorNet Division), 1996-2000. Led salesforce automation projects for the pharmaceutical industry. Successfully implemented systems with four major clients and rescued numerous failing implementations. Promoted.

Education

PhD program, Public Affairs Informatics PhD program, University of Central Florida (all but dissertation)

Master of Public Administration, Financial Management, New York University, Class of ‘94

Bachelor of Arts with Honors, Psychology and Biology, City University of New York, Hunter College, Class of ‘89

Additional: Bilingual (English/Spanish), U.S. Navy veteran, member of the Project Management Institute (PMI), the National Society of Hispanic MBA's (NSHMBA), and the American Planning Association (APA). Proficient with MS Project, Sharepoint, MS Office, Visio and ArcGIS; familiar with Adobe Illustrator, PageMaker, and SQL.

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