Information Systems Customer Support

Michael Keselman

** **** ******** *****, *******, PA 18966

Cell: 215-***-****

Email ID: *****@***.***

Professional Summary

Senior Management professional with over 23 years experience in the IT/IS, Pharma/Health, Consulting and Manufacturing. Creative problem solver with a strong sense of team and excellent interpersonal communication skills.

Professional Experience:

VEOLIA WTS (Formerly known as Suez) 01/2020 – Present

Senior Manager – IT Technical Product Management

Responsibilities Summary:

I am leading Veolia (SUEZ) Water Technologies & Solutions (WTS), IT efforts around Engineering, specifically, the ITO (Inquiry to Order) & OTR (Order to Remittance) processes. Working with Engineering stakeholders, shaping and delivering the transformation of the business processes with contemporary tools and technologies, supporting the M&A integration activities as well as divestiture activities. Driving customer / user adoption with engineering design, custom cloud and non-cloud apps, providing seamless application migration support to the business, migrating applications to cloud or non-cloud environment. In this role I am the primary IT contact with the Engineering executives and their organization. Managing Business Analysts team (direct reports), Software Developers, QA testers and implementation, leading the delivery of quality systems for our clients (offshore as well as onshore).

Essential Responsibilities include:

IT owner of engineering commercial products / portfolio

Work closely with business stakeholders, Product Managers to shape/ develop the IT roadmap / vision aligned to business strategy

Developing business plans, ROI/ benefit stories for various Value Capture programs, and lead execution of various projects and programs

Lead, design, and deliver solutions to meet the engineering requirements

Communicate program and project (agile and waterfall) schedules with various stakeholders

Monitor, track, and regularly communicate the performance metrics related to adoption of users in Commercial platforms, and other metrics related to productivity and benefits

Leading and participating in process workouts to lean or optimize the process. Evaluating business CTQ’s (critical to quality) against various platforms that can transform the business process driving productivity or growth of the business.

Collaborating with IT stakeholders in the areas such as ERP, Infrastructure, Commercial, and Risk, and in driving M&A integration and TSA exit initiatives for Engineering

Managing project management and technical resources

Serve as an Engineering application(s) owner in a Dev-Ops environment

Assurant, Wayne, PA 11/2015 – 12/2019

Manager, Software Implementation and Product Management

Responsibilities:

ŸAs a Manager, Software Implementation and Product Management directly responsible for the health and growth of my team that are members by Scrum Team assignment as well as discipline. Accountable for training plans, reviews, one on ones and other HR related practices. Daily engaged with Business Analysts team and scrum teams, identifying ways to continuously improve their ability to deliver software products for our external clients. Full engagement with business stakeholders addressing external and internal deliverables. The emphasis is placed on communication with business clients and account execs influencing outcomes and quality of the delivered product. Responsible leading across global teams making sure that they are aligned and commonly work together to drive organizational outcomes and changes to support growth and efficiencies of my company.

ŸManaging Business Analysts team (direct reports), Software Developers, QA testers and implementation leads to deliver quality systems for our clients (offshore as well as onshore)

ŸStandardizing best practices

ŸInfrastructure set up and management for the new and existing projects

ŸMotivating, coaching, mentoring, providing direction for the entire team

ŸCommunicating with product owners, scrum masters on the daily basis

ŸResponsible for screening and interviewing potential candidates

ŸWorking with Architects, Developers, Quality engineers and production support ensuring timely and smooth deployment, continual operation and delivery of quality software product

ŸResponsible for provisioning of support for new applications (internally developed, vendor and Mobil), transition of services to internal and external service providers, and issue management and resolution

Bristol-Myers Squibb, Lawrenceville, NJ 08/2011 – 11/2015

Manager, Research Information Services – Global Project Implementation

Responsibilities:

ŸAs a Manager, accountable for production support and lifecycle management for Specific applications used by the BMS Research organization. This includes new development, break/fix support, required modifications and discretionary enhancements to support the application lifecycle.

ŸManaged business technology / IT work stream on a large global projects

ŸManagement of demand for application defects, required modifications and enhancement requests.

ŸPlanning and prioritization of application releases, development and support

ŸSupport for generation of system requirements, metrics reporting and service level agreements

ŸCoordination of User Acceptance Testing

ŸIT Hardware/infrastructure set up and management

ŸStandup of the infrastructure, including very large application migrations and integration of interfaces

ŸOversight of 3rd party service providers, both onshore and offshore

ŸSome tier 2 and tier 3 technical support (triage, break/fix, solution design, delegation of implementation)

ŸResponsible for provisioning of support for new applications, transition of services to internal and external service providers, and issue management and resolution

ŸPrimary accountability for the Discovery Medicines and Clinical Pharmacology (DMCP) organization

ŸAccountable for support services and demand management for all centrally supported applications owned by that business area.

Harte-Hanks, Langhorne, PA 12/2010 – 8/2011

Senior Manager, Customer Solutions and CRM

Responsibilities:

ŸManaging QA testing, schedule, QA test plans, and test cases.

ŸManaging Projects full SDLC cycle

ŸEnsure contracts are signed by client

ŸMetrics reporting and service level agreements

ŸManaging compliance and client audits

ŸResponsible for managing the project scope and delivery of project

ŸResponsible for creating and maintaining the Project Plan

ŸResponsible for managing the project from delivery schedule and budget perspective

ŸResponsible for communication to client related to the database build status and risk management

ŸPrepare Change Requests with build team during the implementation.

ŸCoordinate FTP and VPN set-up between Harte-Hanks and Customer.

ŸCollaboration and communication of all DB issues, risk etc with Account Services

ŸCoordination of On-Boarding Team resources

ŸSet up time tracking and budgeting

ŸManaging DB On-boarding with the client

TD Bank, Mt. Laurel, NJ 5/2010 – 12/2010

Sr. Project Manager

Responsibilities:

ŸManaging all testing phases (SIT, BAT, Production and Performance testing)

ŸAutomation solutions, QTP, managing HP QC, SharePoint and SRS documentation and defects and issues, system integration, credit and debit cards applications

ŸCoordinating work of Development, DB and Systems / Infrastructure groups during the build implementation and testing cycles.

ŸMetrics reporting and service level agreements

ŸEstablish and maintain traceability of test cases to requirements.

ŸManaging the test protocols, test cases, test scripts, and test summaries.

ŸPerform pre and post test script execution reviews.

Ÿ Work closely with the Development Project Manager to plan for upcoming development project testing needs.

ŸWork directly with subcontract partners to fulfill project test needs.

ŸDeveloping estimates for upcoming core product and custom development testing efforts to be used for internal planning and customer proposals.

ŸAdministering Product Support to coordinate the recreation of customer reported issues.

ŸManaging and leading local and offshore team. Coaching, and mentoring testing staff.

PJM / YOH, Norristown, PA 4/2009-5/2010

Project management / QA/ Release management consultant

Responsibilities:

ŸServe as a primary contact for the IT needs of the business units and establishing a positive, service-oriented relationship to ensure timely and accurate delivery of IT services.

ŸDevelopment support for Smart Grid & Power Distribution SOA Integration

ŸManagement of teams and department management in developing work plans, including scope, milestones, schedule, resources, and deliverables

ŸManaging production migration and production readiness planning

ŸITIL Leadership: Vendor Management, Service Strategy, Design, Transition, Operation, and Continuous Improvement

ŸHP QC, QTP

ŸPrioritizing testing releases for QA/Integration Team

ŸSystems Validation, testing and defects management

ŸCoordinating Change Management and Release Schedules

ŸDeveloping status reports regarding workgroup or project team status

ŸLogging, tracking and managing software issues and defects detected during testing

ŸManaging project team of testers and software developers

ŸManaging updated versions of Hardware and Software Applications to assist multiple project teams (QA/Integration & Configuration Management)

Research Pharmaceutical Services, Inc. Fort Washington, PA 8/2008-3/2009’

Technical Manager, Validation, QC and Testing

Responsibilities:

ŸLeading test execution, providing timely reports of the test results from the test data, resolve issues found during SQA testing.

ŸDeveloping and maintaining supporting documentation

ŸVendor Management

ŸIn charge of planning, designing and executing of software tests

ŸLogging, tracking and managing software issues and defects detected during testing

ŸManaging project team of testers and software developers

ŸFollowing Good Automated Manufacturing Practice (GAMP)

ŸManaging the development of the software testing process including:

ŸGathering test requirements;

ŸDeveloping test plans, test cases, test reports and test metrics;

ŸSoftware design specifications in SAS, Oracle Clinical, and Trackware;

ŸProviding technical response for product requirements in terms of traceability to requirements;

ŸEnsuring the software remains compliant with Regulatory Body requirements, specifically FDA 21 CFR, Part 11

PHARMANET, Princeton, NJ 8/2006-7/2008

IT Manager, Data Management, Validation, QC and Testing

Responsibilities:

ŸDirected the day to day activities of the Testing/Validation team, IT Audits, QA and QC functions, administrative management of the Testing/Validation team including recruiting, performance appraisal, coaching, and professional development.

ŸSupervised and trained Data Management staff, established methodologies, standards, and procedures for requirements analysis, test plan preparation, test procedure development and execution, documentation of results, and reporting.

ŸManaged the release of software including preparation of release notes and produced software quality metrics and communicate same to development team.

ŸInterfaced with PharmaNet IT staff to ensure proper maintenance of Clinical Data Management Systems (CDMSs), including requests for new instances and database links.

ŸEnsured the duties of a CDMS support specialist are performed to effect minimal downtime and quick problem resolution.

ŸActed as CDMS Database Administrator by providing new user accounts, user groups, updating user groups and system parameters.

ŸEnsured that all project-related programming tasks are completed in accordance with PharmaNet standard practices from commencement to closure of a project, within SOX compliant environment. Ensuring the software remains compliant with FDA 21 CFR, Part 11 and SEC regulations.

ŸHP QC, Test Director, Rational Rose, QTP

ŸSupported the implementation of the ITIL framework to the DM team for both applications and infrastructure

ŸTracked milestones and issued reports of database release and edit checks.

ŸParticipated in the strategic planning for Data Management related system development projects conducted by IT or external consultants.

ŸAssisted in the creation and documentation of new or revised departmental procedures, designed and implemented project-related reports.

ŸRepresented Data Management at Business Development or other sponsor related meetings and at professional meetings.

ŸCoordinated the validation of a CDMS or related supporting software, wrote materials and/or perform technical training for Data Management staff.

LIGHTHOUSE MORTGAGE, Huntington Valley, Pa 8/2002-8/2006

IT Manager

Responsibilities:

ŸOrchestrated and implemented sales of conforming/non-conforming conventional mortgages to refinance and new purchase homeowner market in over 30 states; scope of role includes client needs analysis and

relationship management and customized solutions provided for maximum financial benefit.

ŸSpearheaded loan sales development and solicitation, network and establish referral source relationships with real estate brokers and various external sources and develop and allocate direct marketing material; created continuous loan volume pipeline to facilitate mortgage sales activity.

ŸOriginated and accepted applications, conducted preliminary underwriting reviews, submitted loan applications to processing and underwriting for approval, followed-up to ensure documents required for processing, underwriting, and closing secured in scheduled manner from appropriate sources; addressed and resolved pre/post-close issues to ensure availability and integrity of loan funds.

ŸSince assuming role, performed as top producer for entire tenure, consistently raking in Top 3 Loan Officers (and often in Top 1) within the company every month

ŸRecognized comprehensive knowledge of mortgage business as well as industry guidelines and appointed by the company owner as a Manager for 10 loan officers; responsible for daily operations and support, assisting

with rate distribution, pricing and training

ŸDemonstrated excellent business development skills and multitasking skills; responsible for entire scope of mortgage sales and close path; proficiently negotiate proper terms and conditions of mortgage transactions to ensure fluid movement of sales and mortgage loan activities.

Lockheed Martin, Moorestown, NJ 3/2001-8/2002

IT Manager, System Engineering

Responsibilities:

ŸManaged computer system administration functions in support of the Technical Operations Computer Center including application support, infrastructure set up and support delivery

ŸLed the installation, integration, and management of computing systems and software applications used to support Technical Operations engineering development activities.

ŸManaged the installation and integration of various types of client and server computing equipment into the classified and unclassified environments.

ŸOversaw engineering environments across Technical Operations, including the evaluation, selection, and procurement of new engineering software tools.

ŸInterfaced with engineering managers and technical staff to assure that computing environments met business and program needs.

ŸDefined and implemented performance metrics to measure and improve overall performance of software tools and engineering environments used across Technical Operations organization.

ŸMaintained technical liaison with Software Engineering, Program Management, Vendor management, System Engineering and customer representatives.

ŸManaged technical planning, system integration, verification and validation, cost and risk, and supportability and effectiveness analyses for total systems.

ŸCoordinated employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions.

ŸEnsured analyses performed at all levels of system product including concept, design, fabrication, test, installation, operation, maintenance and disposal.

ŸDirected the logical and systematic conversion of customer or product requirements into total systems solutions that acknowledge technical, schedule, and cost constraints.

ŸManaged the functional analysis, timeline analysis, detail trade studies, requirements allocation and interface definition studies to translate customer requirements into hardware and software specifications.

ŸHeaded skilled, experienced, and senior level exempt professional staff units.

ŸProvided critical assessment of operational performance, workflow analyses and processes based on extensive experience.

ŸInterfaced with and coordinated support and workflow across programs and operational organizations to facilitate mission success.

MERCK, Blue Bell, PA 10/1999-3/2001

Senior IT Consultant

Responsibilities:

ŸManaged a group of consultants developing/implementing Fraser Williams IMPACT application Interface using API and PL*SQL.

ŸResponsibilities included resources management, hands-on management of day-to-day activities, and implementation of management directives to software development and support, testing and full project implementation.

SmithKline Beecham, Collegeville, PA,

Senior IT Consultant 1/2000-7/2000

Responsibilities:

ŸProvided project management, clinical analysis, and systems support for the implementation of next generation Clinical 4.2 software for the Clinical system.

ŸCreated system documentation, executed systems testing and validation that duplicated the production environment using real data on system components.

ŸProvided daily user support (problems/errors resolution) to the Clinical Data Management group.

ŸPerformed Clintrial, system administration including systems accounts maintenance, database maintenance, database import/export, and training environment set up, supported the Clintrial 3.3 production system.

AMGEN, INC., Thousand Oaks, CA

Senior IT Consultant 10/1999-1/2000

Responsibilities:

ŸResponsible for the analysis and documentation of user requirements for ordering reagents and laboratory materials in support of drug development processes.

ŸDefined the project scope, users and groups, usage scenarios, system architecture, and requirements for the Amgen Chemical Inventory Management (CIM) system, which managed reagent ordering and tracking.

ŸBuilt process flow diagrams and used case scenarios to support the analysis and presentation of requirements.

ŸAnalyzed current application architecture (current applications, packages, and tools) and determined how the new ordering functions could be integrated into the new business process and technical environment.

ICT GROUP, Langhorne, PA 1/1999-10/1999

Director, Systems and Technology

Responsibilities:

ŸOversaw the design, development and implementation activities of numerous projects and systems for Telemarketing clients.

ŸProject management for TeleSolutions and Medical Marketing groups within Systems & Technology division.

ŸResponsible for project distribution, assignments and tracking for the department, as well as personnel development, reviews and training.

ŸPerformed technical presentations on various technologies for client.

SANOFI RESEARCH, Malvern, PA 3/1996-1/1999

Project Manager/IS Specialist

Responsibilities:

ŸProvided project management and Oracle database administration to the Clinical area as Systems/Application Manager for Clintrial, Clinical Study Status System (CSSS) and Discrepancy Resolution System (DRS), Document Management System for Electronic submission.

ŸCoordinated the support and upgrades of Clinical Information environment with business partners and users world-wide.

ŸContributed to the database analysis, design, development, implementation and support overall Clinical Information Management infrastructure and strategy including integration with other environments to achieve the goals of timely capture of high-quality data, deployment of internal review tools and readiness of data for international submission.

ŸMember of Globalization Project teams with overseas IS and CDM Groups.

ŸResponsible for system implementation including Oracle database support, re-engineering, client training, application support and quality control of data

Corning Besselaar, Princeton, NJ 8/1995-3/1996

Senior Project Manager

Responsibilities:

ŸProvided primary analysis, design and development support to the Clinical data analysis and the SAS application development environment.

ŸProvided application programming support for all areas of clinical development using SAS in UNIX environment.

PFIZER (WYETH-AYERST), Radnor, PA 8/1988-8/1995

Project Manager

Responsibilities:

ŸWorked as a Project Manager for various Drug projects and applications provided programming support and training for Clinical R&D projects individually and as a part of the team in Oracle and SAS database environments.

ŸIndependently analyzed requirements and computer capabilities; designed, developed, validated and documented structured programs and complex systems for clinical research applications in DEC, IBM Mainframe and PC environments.

ŸInterfaced and closely worked with biostatisticians, data management, clinical writers, medical personnel, and computer services to support initiatives and worldwide submissions.

ŸReviewed various programming activities of junior level programmers.

ŸOther positions held include: Computer Consultant, Systems Analyst, and Systems Engineer at companies such as: Cap Gemini Consulting, First National Bank of Cincinnati, and ARMCO Steel.

Education

ŸUNIVERSITY OF CINCINNATI, Cincinnati, OH -- Bachelor’s Degree in Computer Science

Technology Leadership:

ŸService Oriented Application Integration Model Developer: UML, BPMN

ŸAgile development and delivery, Scrum management, Product Management

ŸBT (business technology/IT) work stream management/ownership for large global projects

ŸRegulatory Compliance: FDA 21 CFR, Part 11 and SEC regulations

ŸIT Project Management: Full SDLC Engagements: PMBOK, ITIL, Agile, RUP

ŸBusiness Process Management Analysis: Deming, Rummler & Brache, Six Sigma, Zachman

ŸCRM Subject Matter Expert: Marketing, Sales, Service, and Call Center Applications

ŸITIL Leadership: Service Strategy, Design, Transition, Operation, and Continuous Improvement

ŸAWS Cloud stack

ŸSaaS

ŸCPQ

ŸMobile Applications

ŸBusiness Rules Engine Business Analyst: ILOG TIBCO

ŸSmart Grid & Power Distribution SOA Integration

ŸProject Management, PMI, PMBOK

ŸERP/CRM management and support

ŸApplication Systems support

ŸVendor Management

ŸInfrastructure set up

Testing, validation, QA and QC:

ŸRoot Cause Analysis for Process Improvement

ŸISO, IEEE, RUP, CMM, CMMI

ŸMatrix collection, defects management

ŸDevelopment SOP, Functional Requirements

ŸRequirements, Issues and Risk management

ŸValidation and Testing including Integration, Load and Unit Component and Automated testing

ŸTesting tools and software includes HP QC, Test Director, Rational Rose, QTP

ŸProduction delivery support, validation, testing (QA/QC/Audits)

Technical Skills Summary:

Vendor Suites

ŸService Oriented Architecture: IBM Websphere, IBM MQ Workflow, Sun Java Enterprise, TIBCO

ŸSalesforce.com, CPQ & CLM platforms

ŸTFS, JIRA, SharePoint

ŸApplication Lifecycle Management (ALM): IBM Req Pro, Borland Open ALM

ŸBusiness Rules Engine: ILOG, TIBCO

ŸPortal & Personalization: ATG, Broadvision, IBM Websphere, IBM Notes/ Domino, Interwoven

ŸCRM: Oracle, Clientel, epiphany, Kana-Silknet, Microsoft CRM

ŸERP: Oracle, Ariba B2B Marketplace

ŸCDM: Oracle Clinical, Clintrial, TrakWare, WebSys, Documentum, Crystal Reports, SharePoint

Languages/ Tools / Platforms

ŸJAVA, MS.NET, MS FrontPage, MS Access, MS SQL, MS Project, MS Visio, Windows

ŸIBM: Lotus Notes / Domino R4, R5, R6, RPG, Cobol, J2EE

ŸSDLC: Casewise, Rational Rose, Rational Req Pro, iRISE, Test Director

ŸAGILE: TFS, Scrum

ŸSQL Server, Oracle

ŸService Oriented Application Models: iRise, IBM Rational, Visio, Enterprise Architect

ŸC++, C#, .NET, RealBasic, Linux, Visual Basic, SDLC, Informatica ITL, XML

ŸPL/SQL, SQL, SAS, HP Quality Center

ŸAmazon Cloud

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