Customer Service Traffic Coordinator

John Sulak 908-***-**** *********@*********.***

SENIOR PROJECT DIRECTOR – JOHN SULAK

Bridgewater, NJ 08807 908-***-**** *********@*********.*** SENIOR PROJECT DIRECTOR

Multi-domain cross-industry innovation: Creatively embraced and extended best practices across industries and developed innovative solutions and Use Cases. Identified business needs, wrote business cases, obtained funding, and built organizations that developed and drove roadmap and delivery. Analyzed process data and pain points. Developed Use Cases. Worked with team of engineers and business partners to identify customer experience, technical and operational needs, Workflow enhancements to meet financial and regulatory requirements; Introduced control reports at various stages in the lifecycle. Developed new product functionality, features, and IT UX.

Best Practices and Performance Improvement: Defined and instituted best practices for IT business management (ITBM), software development; cost estimation; proposals; mass client onboarding from competing products; pharmacy benefit management; pharmacy management; and medical provider office management. Led products enabling clients’ implementation of compliance requirements and best practices in Enterprise Resource Planning (ERP), Enterprise Resource Management (ERM), Customer Relationship Management (CRM) and Business Intelligence (BI), and Benefits (HRIS/HRMS/HCM). Instituted Agile / Scrum methodologies and processes and procedures based on Initiating, Planning, Executing, Monitoring, Controlling, and Project Closing.

Insurance: Led projects for prior authorizations, claim submission, claim adjudication, diagnosis and procedures.

Education and training: Developed and presented training materials for new systems. Developed intuitive User Experience (UX) including for a new site that does over 100 million annual transactions. Started career developing flight training simulators for military pilots.

Tools: Used ServiceNow, Confluence, Jira, MS (Office suite, Project, Visio, Access, SharePoint, Teams) SQL, WebEx, Zoom, data analytics, data conversion, Software as a Service (SaaS) and cloud (including MS Office 365). KEY ACCOMPLISHMENTS

Consulting

Envisioned and spearhead

a new web based

application at Express

Scripts (Medco) for

onboarding new clients

that reduced both risk and

costs.

Finance / Fintech /

Capital Markets/

Insurance

Led generalization industry-

specific Oracle /

PeopleSoft billing system

product at Capital One for

use in the financial industry.

Healthcare

Conceptualized and the led

development of

myUHC.com (100 million

annual transactions). Used

speed-to-market as a

competitive advantage and

reduced cost and increased

market share.

Mergers and Acquisitions

Ran projects to merge

applications and data

centers. Extensive data

mapping and Master Data

Management (MDM). Most

projects were RAD / Agile

/ Scrum.

EXECUTIVE EXPERTISE

BPR TECH SOLUTIONS, INC. Bridgewater, New Jersey 2003 – Present Founder

Founded BPR Tech Solutions, Inc. to provide information technology technical solutions. Directly responsible for all aspects of the business. Planned and ran integrated engagements with small businesses and multiple Fortune 500 firm clients. Infrastructure / Data Center / Cloud

Provided leadership to create a new separate corporate data center after McGraw-Hill and S&P Global corporate divestiture separating Educational Technology (Edtech) and publishing from Financial Technology (Fintech).

Migrated data and applications to Software as a Service (SaaS) and cloud (Amazon Web Service (AWS), MS Azure).

Developed and put in place operational procedures to separate data centers in secure ITIL/ITSM environments. Key Achievements:

Identified opportunity to reduce operational onboarding risk and developed and implemented a web-based application that enabled the firm to meet aggressive onboarding schedule.

Envisioned and defined innovative adaptive process of analyzing and processing ad hoc spreadsheets for employers. Financial Services / Capital Markets

Developed proprietary software Fintech apps to analyze stock prices and predict trends and assess risk in securities and portfolios in securities and financial capital markets in multiple asset classes (stocks, bonds, options). John Sulak 908-***-**** *********@*********.***

Identified and analyzed Big Data factors such as relationships, trends, volatility, liquidity, and expected profit using strong quantitative skills to determine appropriate price and size of trades.

Designed, built and tested profitable cutting edge data-driven proprietary trading system with advanced analytic capacities, machine learning and artificial intelligence (AI) using AmiBroker Formula Language (AFL) and other tools, resulting in significantly better than market trading returns for a group of private investors. Generated consistent profits without excessive risk or volatility. Healthcare

Identified opportunity and provided thought leadership at Express Script’s Medco business. Reduced operational risk. Identified and implemented transformational on-boarding business process improvement. Empowered hundreds of account managers across the country to interact with headquarters and to plan and manage resources and workflow (ERP) across individual business and core operations. Documented and delivered training to Account Managers. Created, defined and measured key performance indicators (KPIs) to quantify results.

Provided interactive data reporting analytics dashboard to simplify executive access to key process metrics. Set direction and collaborated across internal businesses and core functional areas. Defined Master Data (MDM) across products. Used Agile/RAD/Scrum methodology and Project Management Body of Knowledge (PMBOK).

Led requirements gathering sessions to discover, identify, document Use Cases and artifacts: pharmacy supply chain, Identity and Access Management (IAM), User Experience (UX), workflows, swim lanes, data and data flow models, business models, state diagrams of “as is” and “to be” processes.

Specified new Defined Contributions product. Developed business and function requirements to enhance Pharmacy Benefit Management (PBM) system capabilities for enrollment, eligibility, benefit setup, Medicare and Medicaid.

Developed implemented and trained HIPAA compliant business process “playbook” for defining and coding benefits for carriers, accounts, groups and plans. Defined benefit features sets including ID cards, premiums, and shared deductible and copay accumulators for generic, PBM standard formulary, and client specific formulary tiers.

Provided project leadership for concurrent applications and releases in Rapid Application Development (RAD)/ Agile/ Scrum environments. Managed commercial and government client cases if escalated through client help desk. Insurance

Developed Intelligent Document Processing (IDP), Machine Learning / Artificial Intelligence (ML /AI) (using Optical Character Recognition (OCR) when needed) for Data Extraction from structured, semi structured, and unstructured documents. Used Human-in-the-Loop (HITL) reviews. Migrated unstructured documents onto Data Lake, labeled data, added structure, and made searchable and usable for enterprise automation.

Developed business requirements to generalize into a generic set of services and consolidate and streamline multiple Customer Data Management / Master Data Management (CDM / MDM), Customer Data Integration (CDI), and Extract/Transform/Load (ETL) processes into a single set of horizontal services managed through a Business Process Management (BPM) layer using Electronic Data Interchange (EDI) and eXtensible Markup Language

(XML) files for larger employers. Defined Master Data (MDM) across products.

Defined automation requirements for enrollment, eligibility, census and beneficiary data for small market and national accounts: basic and voluntary group insurance products including Group Universal Life (GUL), Group Universal Variable Life (GVUL), Dependent Life, Dental, Accidental Death and Disability (AD&D), Long Term Disability (LTD) and Long Term Care (LTC). Shared functionality included billing and payments (ACH). ORACLE CORPORATION (formerly SPL WORLD GROUP) Morristown, New Jersey 2002 – 2003 Project Director

Led SPL PeopleSoft Customer Information System (CIS) business into the financial services market.

Architected and negotiated Payment Card Industry Statement of Work (SOW) with Capital One, including Software as a Service (SaaS) and cloud options. Built project roadmap and led multi-national matrixed team of 150, including 12 direct reports. Performed resource management and acted as a traffic coordinator for with resources from multiple firms and produced metrics for executives. Led both domestic teams and teams in The Philippines.

Managed P&L of client deployments of enterprise software. Ran profitable cross-functional projects and developed the optimal blend of on-shore and off-shore resources to minimize cost and maximize profit. Used proprietary Project Management Body of Knowledge (PMBOK) based on Project Management Institute (PMI). Key Achievements:

Led international multi-site project of 120 matrixed FTEs from multiple firms to generalize a product designed for the utility industry so that it could be adapted by other industries. UNITED HEALTH GROUP (UHG) Somerset, New Jersey 1997 – 2001 Director – Business Analysis, www.myUHC.com 1998 – 2001 John Sulak 908-***-**** *********@*********.***

Provided thought leadership. Initiated and built solid business case for myUHC.com. Led its creation using speed-to-market to provide a market changing completive advantage. Generalized for multiple market segments. Increased market share.

Developed vision and strategic roadmap for moving heterogeneous systems to the internet. Led gap analysis, and spearheaded creation of a single functionally rich, self-service e-commerce site with multiple disparate back-end legacy systems. Integrated with multiple business partners for Identity and Access Management (IAM), provider and supply chain, Flexible Spending Accounts (FSA), Medical, Dental, Vision, Pharmacy eligibility and claims.

Recruited top talent with a focus on depth of resources in specific mission critical skills. Inspired, coordinated, coached and developed employees and developed career plans for them.

Developed policies for all stages of Software Development Lifecycle (SDLC). Introduced methodology and processes for project management, business analysis, application release management, stress and regression testing.

Planned, created, staffed and led application help desk during beta program. Transitioned it to IBM rollout to entire book-of-business. Instituted the necessary policies, processes, procedures, standards and technology-based tools. Instituted Scrum based SDLC methodology.

Key Achievements:

Envisioned, defined and led the building of a web site that does 100 million annual transactions.

Led its creation and Enterprise Application Integration (EAI) in a complex multidimensional enterprise environment with multiple simultaneous merger and acquisitions of health care plan companies and the clasping of redundant systems into a best-of-breed system to cover the Book-of-Business (BoB). Director- Project Management, Consolidated Customer Service Workstation (CSW) 1997 Recruited to spearhead a floundering custom CRM application that was 2 years behind schedule. Within 6 months, delivered a replatformed consolidated desktop with CTI enabled web-based productivity enhancement tools that serviced 20% more subscribers, enabled Enterprise Resource Planning (ERP), reduced 10,000 customer service representatives to 6,000, and enabled resource redeployment. Data resided at multiple outsourced data centers. Managed project financials.

Created and spearheaded a cross functional crisis ‘swat’ team to turnaround failing infrastructure groups and deliver on its commitments to critical tasks for deployment of CSW. Obtained, managed and led cross functional resources.

Oversaw the implementation. Directed a matrixed team to develop and deploy the strategic platform to support 40 million telephone calls, and process 200 million medical claims annually while the firm grew rapidly organically and through acquisitions. Automated deployment to remote servers and then to desktops across 30 call centers.

Led implementation using Service Oriented Architecture (SOA), middle-tier business layer, and application framework solution that lowered operational costs, reduced integration times, and paved the way for exposing functionality to the internet. Built and rolled out UHG’s first web-based application.

Prepared organizations to scale and support business agility while mitigating risk by overseeing daily policy and procedure enforcement, employee teams, outsourcing, and analyzing key performance metrics. Key Achievements:

Developed world-class customer service and moved it to the internet to expand the Book of Business. DEZINE HEALTHCARE SOLUTIONS East Brunswick, New Jersey 1996 – 1997 Director – Product Development (Led over half of the company’s employees) Led product development of Dezine’s commercial software to manage pharmacy, and durable medical equipment (DME) businesses. Functions included hand-held inventory tracking, ordering, claims, accounting, and correspondence.

Managed and enhanced the company’s technical infrastructure, including servers at multiple locations. Conceived and deployed an automatic Internet download/update capability for 5000 customers. Key Achievements:

Developed vision and functionality roadmaps for software products to manage healthcare provider, pharmacy, and Durable/Home Medical Equipment (DME/HME) businesses. Collaborated with clients to produce product enhancements. Analyzed and revised cost structures to develop metrics to estimate product development costs.

Directed the completion of many mass-data conversions, and three simultaneous application development projects using Agile and Scrum methodologies.

Prior Experience

Prior experience includes software and systems engineering at GE (flight simulators for training) and Lockheed Martin. EDUCATION

MBA, CRUMMER GRADUATE SCHOOL OF BUSINESS, Rollins College, Winter Park, FL BS, Electrical Engineering, RENSSELAER POLYTECHNIC INSTITUTE, Troy, NY

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