CAREER SUMMARY

Insightful, results-driven Project manager with IT delivery experience that spans over 20 years in the

Banking, Insurance, Financial Services, Software Sales, Non-profit and Health Care industries.

Demonstrated success managing a broad range of IT initiatives from concept to delivery in support of

business objectives. Proven expertise utilizing full lifecycle project management practices with uniquely

tailored delivery approaches. Experienced and process re-engineering to include project methodology

deployments, E-Commerce PMO definition and management. Recognized by management as an

outstanding project and program leader having the right mix of technical and interpersonal skills to

successfully coordinate and direct all phases of project efforts. Known as a highly respected leader with

a down to earth style that motivates and guides teams toward excellence at project delivery.

Significant Accomplishments

Managed multiple IT merger and acquisition projects in various stages and responsible for scope definition, planning, execution and delivery of IT infrastructure projects to integrate application platforms and support technical refresh programs to upgrade existing platforms with JPM Chase Bank.

Managed PMO for $150 Million consumer web portal for fortune 500 insurance and financial services organization in central Ohio.

Organize the business and technical team to deliver the acceptance test functionality for cross company projects for American Ceramics Society including a total redesign of the .com

Key contributor in Sterling Commerce’s Global Delivery division’s PMO. Managed communications plans, coordinated and integrated diverse project plans and facilitated architectural approaches for managing Sterling’s Sales organization system implementations for multiple fortune 500 installations

Deployed a standard Project Management Process to a staff of 800+ IT managers and associates for Nationwide Insurance’s Financial Services IT organization

Experienced resource manager for IT application development and support teams that includes facilitation of individual professional development plans and 6 month performance evaluations

Served as an IT Help Desk Agent providing remote assistance to callers for resolving technical issues and incidents

Experienced Hotel Front Desk Agent for major hotels

Completed Flight Attendant training for a regional airline

HOSPITALITY PROFESSIONAL EXPERIENCE

Republic Airways Regional Airline Indianapolis, IN 10/2021 to 11/2021

Flight Attendant Trainee

Completed Flight Attendant FAA Training

Hyatt Regency Hotel Columbus, OH 7/2021 to 10/2021

Hotel Front Desk Agent and Night Auditor

Utilized excellent customer service skills to manage hotel guests’ stays for a major hotel chain check guests in and out of hotel via Opera and Colleague Advantage property management system

Utilized front desk system interfaces to manage wake up calls, manage reservations and code room keys

Coordinated with third party reservation companies such as Priceline, Hotels.com, Booking.com, etc. for a quick and seamless check in of hotel daily guests via the hotel property management system

Handled third party reservations to receive prepaid payments for daily check in

Utilized customer service skills to attend to guest requests, resolve guest issues timely and kept engineering manager apprised of any room issues and utilized Opera to take room out of service until maintenance issue was resolved

Holiday Inn Express and Suites Columbus, OH 9/2019 to 4/2020

Hotel Front Desk Agent and Night Auditor

Utilized excellent customer service skills to manage hotel guests stays for a major hotel chain check guests in and out of hotel via Opera property management system

Utilized opera for housekeeping staff room cleaning assignments

Assisted housekeeping supervisor to maintain room status via Opera to ensure guests are checked into clean and inspected rooms

Utilized front desk system interfaces to manage wake up calls, manage reservations and code room keys prior to guest arrival for an efficient and quick check in

Coordinated with third party reservation companies such as Priceline, Hotels.com, Booking.com, etc. for a quick and seamless check in of hotel daily guests via the hotel property management system

Worked third shift as a part time night auditor to reconcile and manage daily hotel income for cash and credit card sales

Handled third party reservations to receive prepaid payments for daily check in

Utilized IHG Corporate reporting system to provide end of day financial reports to management

Inspected pool and breakfast areas to insure cleanliness for guests the next morning

Assisted with preparation of breakfast for breakfast staff to prepare and serve the hot food items to guests during daily breakfast hours

Utilized customer service skills to attend to guest requests, resolve guest issues timely and kept engineering manager apprised of any room issues and utilized Opera to take room out of service until maintenance issue was resolved

Red Roof Inn Corporate Office New Albany, OH 9/2018 to 3/2019

IT Help Desk Agent

Worked at Red Roof Inn corporate office as an IT Help Desk Agent answering calls to support Red

Roof Inn corporate and franchise employees.

Responsibilities included offering solutions to resolve Microsoft and computer operating software technical issues

Resolve computer hardware and system interface related incidents and issues

Provide process and training support for Red Roof Inn property management system; RediStay

Completed system software and hardware installations via remote access

Answer general questions and routed calls to business units where employees had issues and concerns

Document details for all answered calls utilizing Jira and Service Desk incident management software

Provided remote assistance utilizing Connect Wise and LogMeIn Rescue software

Guided callers to complete computer and printer installations and interface hardware such as credit card readers, Onity hotel key devices and other system interfaces

Hot Chicken Takeover North Market Columbus, OH 5/2017 to 9/2018

Food Services Lead Crew Member

Worked at the various food preparation stations in kitchen and front of house customer service.

While in this position I was one out of 250 crew members from all of the Columbus Ohio

locations to receive a trophy for excellence and the model employee to represent the company’s

Team core value

Back of house responsibilities included stations from washing dishes to overseeing other crew at their stations to ensure all plates were complete and accurate in less than 7 minutes

Front of house responsibilities included Hosting, serving and running the cash register

While cashiering I was responsible for maintaining and end of day balancing for the cash drawer

IT PROFESSIONAL EXPERIENCE

JPMorgan Chase Westerville, OH 10/2014 to 3/2015

ATM Monitoring Group IT Project Manager Full Time Employee

Lead Project Manager managing the delivery of the ATM Hardware Service Transition

Project for the planning, execution, coordination, communication, driving all

Deliverables for planned deployments of JPMorgan Chase to transition 16,000 plus JPMorgan

ATMs to various 3rd party ATM service providers.

Managed project through all phases of the project management life cycle; requirements, design, development, implementation, and post implementation phases

Leading the project team that include cross Lines of Business and functional units

Facilitated and owned meeting agendas, drives action items to resolution and completion

Responsible for timely and accurate reporting of project status and/or issues to core/extended

Team and the project Executive Sponsor

Voice of project utilizing formal project status reports, month status updates, Executive Status

Sessions

Created, drove and owned a detailed implementation plan for each project production installation

Development and ongoing management of project plan ensuring execution is in compliance with

the defined plan or facilitates re-planning through the change management process

Monitor the project for post implementation issues and facilitates lessons learned after each deployment

JPMorgan Chase Easton, OH 1/2011 to 10/2014

Mortgage Banking Technology IT Lead Project Manager Full Time Employee

Project Manager responsible for planning and delivery of JPMorgan Chase Mortgage

Application Enhancement and Infrastructure compliance projects

Structured project scope and socialized a definition of deliverables with IT Business Partners,

Program Manager and involved stakeholders to enhance JPMorgan Chase Mortgage Servicing

applications as compliance related initiatives

Managed 5- 6 medium sized projects in various stages of the Project Management Life Cycle

from project Initiation to Closure

Coordinated IT and end user acceptance testing with IT Testing resources

Responsible for developing all required PM Deliverables including scope documentation, work

plans, and project workbook updates with ongoing revisions to the project budget based on

actual hours and capital expenditures

Facilitated weekly team meetings and prepared the agenda and meeting minutes

Responsible for scheduling, facilitating and preparing agenda for weekly PMO Servicing Portfolio

meeting with senior management

Facilitate planning sessions with project team members to prepare detail project plans by phase

Build and manage the execution of detail plans that include all team member tasks to complete

during project implementations

Prepare meeting agendas and facilitate team meetings to gather team status and issue tracking

Execute and manage project plan and timeline while effectively completing project on time and

under budget

Prepare and deliver daily and/or weekly status updates to stakeholders and upper management

Effectively partner with Line of Business Project Manager and Technical Team Members to

ensure various mortgage banking regulatory program project deadlines are met from the

requirements phase through project closures

Plan and manage the delivery of LPS MSP third party software project enhancements

Information Technology Project Manager Consultant

Nationwide Insurance Company Columbus, OH 11 2009 to 6/2010

Delivery Services PMO Project Manager

Responsibilities include Stakeholder management, planning and estimating multiple projects in

various project lifecycle stages, forecasting, budget monitoring and reporting, business case

control, risk and issue management quality management and project team management

Managed planning, execution and delivery for initiatives that include the released delivery of

functionality enhancements for the Inside Associate Portal

Managed planning, execution and delivery on Infrastructure platform upgrades that include key

components of the HRIT intranet domain

Serves as the single point of contact to synchronize portal release with the NW.com Syndicate

release team.

Facilitates pre-production acceptance testing and post production verification testing for

application break fix deployments during scheduled maintenance releases

Cardinal Health Dublin, OH 4/2008 to 3/2009

Project Management Consultant

EIT Enterprise Solutions PMO Project Manager

Project Manager responsible for planning and delivery of merger related quality and regulatory

compliance projects initiated by the VIASYS Integration program

Structured project scope and socialized a definition of deliverables with Solution Owners, IT

Business Partner, Program Manager and involved stakeholders to remediate 150 security and

control gaps for all strategic VIASYS sites

Initiated work streams for the planning and execution of a CAH Enterprise remediation effort

involving deployments of standard CAH processes for data center security and IT controls.

Structured the approach to execute the transition of legacy application support to Production Support

Staff involving approximately fourteen ERP and CRM legacy platforms associated with the VIASYS

acquisition.

Responsible for developing all required PM Deliverables including scope documentation, work

plans, and project workbook updates with ongoing revisions to the project budget based on

actual hours and capital expenditures

Responsible for defining capital costs and to facilitate the completion of appropriate phase gates

based on Cardinal Health’s SDLC process.

Nationwide Insurance Company Columbus, OH 8/ 2007 to 2/2008

Project Management Consultant

PMO Project Manager

Responsibilities include Stakeholder management, planning and estimating multiple projects in

various project lifecycle stages, forecasting, budget monitoring and reporting, business case

control, risk and issue management quality management and project team management

Execution and delivery of several project initiatives within the Affinity Partnership organization

impacting all Agents for Auto and Property products

Plan and coordinate the delivery of minor break-fix remedies with the development and testing

staffs and deploy based on a pre-defined release schedule

Developed an internal Application Release Management process using swim lane diagrams to

define roles and key processes

Facilitated pre-production acceptance testing and post production verification testing for

application break fix deployments during scheduled maintenance releases

Motorists Mutual Insurance Company Columbus, OH 7/ 2005 to 1/2006

Business Process Consultant

Responsibilities include working with the Internet Services run the business (RTB) team to

provide agency support through resolution of help desk reported incidents

Developed the RTB team internet site release management process to prioritize, plan, develop

and deploy scheduled releases of internet software for production break fix remediation, and

minor feature functionality enhancements

Completed analysis and documentation including wire frame development for the internet site

payment service credit card option enhancement for agencies and a new public site service.

Conducted acceptance testing and production verification testing for deployed maintenance

releases

American Ceramics Society (ACerS) Westerville OH 4/ 2005 to 6/ 2005

Project Management Consultant

Responsibilities include establishing scope, project plan development and execution and

management of the local business team, IT team, and third party vendor, to deliver a re-

architected web site with integrated association objects.

Orchestrate production fix remedies with third party vendor and organize acceptance testing for

verification.

Organize the business and technical team to deliver and test site functionality.

Develop a project plan and execute according to budget.

Facilitate team meetings and communicate progress to team members, stakeholders, executives

and board members.

Manages issues to resolution, manage expectations and advise the board and management

team on the technical solution’s impact to the business.

Advise on process reengineering needs, requirements, and facilitate go/ no go meetings

JP Morgan Chase (Heritage Bank One) 10/ 2002 to 3/ 2005

Program Management Consultant

Responsible to scope, plan and manage geographically dispersed matrix teams that include

engineers and site technicians to complete network design, hardware acquisition and subsequent

set ups with network connection for data and telephony infrastructure platforms

Managed multiple IT merger and acquisition projects in various stages and responsible for scope

definition, planning, execution and delivery of IT infrastructure projects to integrate application

platforms and support technical refresh programs to upgrade existing platforms

Projects were for the setup of business sponsored application platforms

configured with Cisco communication hardware, IBM application and data backup servers with

connection to the corporate backbone for geographic data centers located nationwide

Platform server set ups for new instances, replaced equipment or software upgrades of Genesys

(web based telephony and e-mail collaborative product) and Witness (supervisory automated

voice recording product) for heritage JP Morgan Chase call centers nationwide

Planned and managed real estate expansion project for local and off shore call centers involving

the acquisition and implementation of Cisco switches and routers, Avaya switch upgrades and

seat licenses with podding requirements to integrate call centers with timed failover for 24 x 7

call center support

Developed and maintained project plans using MS Project, maintained produced weekly project

status reports and maintained risk and issues logs from initiation to delivery

Managed and developed requirements for a large infrastructure project to expand a 200 end

user disaster recovery cold site for JP Morgan Chase. Project involved cross-functional team

members responsible for the network design, configuration and implementation of the

computer data center at that facility and LAN/WAN networks supporting 800 end-users. Project

includes building a wide area network with multiple entry points into the corporate backbone

The work includes the installation and configuration of WAN and LAN data network equipment

and voice network equipment that connects the facility to major JP Morgan Chase hubs and to

SunGard for applications recovery

Information Technology Project Manager Full Time

Sterling Commerce Dublin, OH 5/ 2001 to 10/ 2002

Systems Technical Delivery Manager – (ITS)

Key contributor in Sterling Commerce’s Global Delivery division’s PMO.

Managed communications plans, coordinated and integrated diverse project plans and

facilitated architectural approaches for managing Sterling’s Sales organization system

implementations for multiple fortune 500 installations

Responsible to plan, design, execute and manage cross functional project teams for Vantive

application implementations

Responsible for the comprehensive planning and execution of the PeopleSoft CRM 8 Helpdesk

module implementation that included requirements gathering, system setup, system

architecture and configuration, testing, training, and conversion activities.

Responsible for the planning and execution of the PeopleSoft CRM 8 Sales module

implementation

Nationwide Insurance Columbus, OH 12/1992 to 5/2001

Division Manager IT Property and Casualty – (eNationwide/PMO)

Defined and managed eNationwide Program Management Office & Internet team resource over

a development team responsible for delivering acquisition systems to Affinity (B2B) business

partners that quote and sell Nationwide Insurance Auto policies on the Internet. Technology

utilized: ASP, Java Script, SQL Server and XML

Facilitated Internet strategy and requirements sessions with business and IT members to build

plans and schedules for delivering systems solutions that sell and support Nationwide Insurance

Auto and Property products on the Internet

Served as Nationwide Insurance global release manager responsible for managing the schedules

of internet releases and the coordination of all development and infrastructure support team

activities and issues related to those releases

Brought structure to an unstructured environment

Unit Manager Nationwide Financial (Life and Health Systems)

Served as systems resource for the Agency Office Automation group to provide system support

for Nationwide Insurance Agency offices. Responsible for maintenance and enhancement of 2-

tier system. Utilized MicroFocus COBOL with IBM mainframe IMS backend. System leveraged

an in house CICS based middleware product.

Responsible for coordinating the planning, development and deployment of Web based

applications to Nationwide’s agents and policyholders. System used an object request broker

middleware for web inquiry to access backend DB2 data. Used Delphi initially then converted to

JAVA.

Planned and managed the web based agency systems. Developed and implemented beneficiary

and agent policy inquiry systems in JAVA.

Systems Process Engineering Team Project Coach

Facilitated Project requirements and planning sessions to scope projects and determine

functional project requirements.

Coached systems project leads on all project phases utilizing the Navigator Project Management

Methodology. The projects varied in type including new development, enhancements, package

integration and maintenance.

Served as the project lead to deploy the Navigator Project Management Methodology to 700+

leads and associates in the Nationwide Life System’s organization.

Developed an Object Oriented software development process in the Nationwide Life System’s

organization.

Planned and deployed a project time tracking system.

Served as a System’s Account Manager Liaison.

Developed and documented Project Management Standards and designed a web site for the

access of standards, and to communicate Project Management Deployment activities.

Worked with vendors to design an in-house Project Management course and defined a

curriculum for in-house Project Management certification of Nationwide associates.

Organized and facilitated a Project Management steering committee comprised of directors, a

process improvement committee, and an education committee

Life Systems Project Lead Developer Agency Systems

Developed 2 tier (PC and backend mainframe) client server system utilizing MicroFocus COBOL

and Dialog systems.

As DB2 DBA, performed data modeling, data administration, and performed the detailed

database design and implementation for a new agency commission system.

Led effort to implement database optimization and batch job system performance

improvements

Led several medium sized projects to enhance performance of a newly implemented agency

commission system

BancOhio (now PNC) National Bank Columbus, OH 1991 to 1992

Lead Analyst Programmer (Branch Automation)

Provided network and desktop support for all National City member banks and coordinated

acceptance testing for member bank conversions

Configured and deployed workstations for local member bank branches.

Developed, supported and maintained in-house software (through BASIC AND “C” languages)

for National City member banks

Developed network security module to monitor bank branch workstation software installations

and maintain desktop image certification standards.

BancOhio National Bank Columbus, OH 1988 to 1991

ANALYST PROGRAMMER – Management Systems

Programmed utilizing COBOL II, CICS and DB2 in an MVS environment

Provided ongoing maintenance, support and training for the corporate (on-line CICS/DB2

mainframe based) Project Management System.

Developed user interface with function to upload project plans from local PC’s to the host.

EDUCATION

Franklin University, Columbus, Ohio

B.S., Computer Management

Graduated Cum Laude

A.S. Business Management

Graduated Cum Laude

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