Operations Manager Project Management

***** ********* *****, **** *****, FL *****

239-***-**** (Mobile) Depetro1 (Skype) ********@*****.*** (Email) GLOBAL IT BUSINESS

PROJECT MANAGEMENT

AND OPERATIONS

SPECIALIST

Accomplished Global Information Technology Operations Manager and Project Manager (PMO), PMO Tools SME and Business Operations Manager with more than 25 years of growing responsibilities and successes in managing a variety of international software development projects for major global travel, financial institutions and speech analytics. Comprehensive knowledge of the use and application of software methodologies and life cycles. Lead large development and integration projects serving one of the United States largest resourcing companies which is located in Fort Lauderdale, Florida. Current location is Fort Myers, Florida. Technical skills include:

CPPM Software: MS Project, AdaptiveWork / Clarizen (Admin/SME), Clarity, NIKU, Planview, Iplan, JIRA/Confluence (Admin), Salesforce (Admin)

Software, general: MS SQL Server, MySQL, MS Office, JIRA, SharePoint, Visio Application software: Clarity, 3270, ESP (Job scheduler), Lotus Notes, Microsoft Explorer Languages: COBOL, SQL, CICS, JCL, and Visual Basic Operating systems: MVS and OS/390 mainframe, JES2, Microsoft Windows Tools/programs: File-Aid, Expediter, Code Coverage, Connect: Direct (NDM Network Data Mover), Dial 280, Easytrieve, SyncSort

Databases: DB2 V 10. MySQL

Project Management

Methodology: Agile, Waterfall

Certificates: Certified AdaptiveWork / Clarizen Administrator, Project Management Institute 35 PDU’s

Carnival Corporation / Princess Cruises Fort Lauderdale, FL October 2016 – Present Accenture solves our clients' toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. Business Operations Manager/PMO Tools SME, Fort Lauderdale FL (June 2016 – Present) Currently I serve as the Business Operation Manager and Project Management Office Tools SME (Certified AdaptiveWork / Clarizen PPM Administrator) for Carnival Cruise Lines in Miami, Florida, USA & Princess Cruises in Fort Lauderdale, Florida, USA.

• Collaborating with relevant parties to create/monitor operations and capital budget within AdaptiveWork / Clarizen

• Overseeing invoice, purchase orders and contract processing

• Employing means to control company costs by creating financial reports and dashboards for executive management

• Conduct performance reviews judiciously and motivating staff.

• Discovering, implementing and acting on gaps discovered while processing financial records

• Maximizing operating potential to exceed company's expectations and goals. JON DEPETRO

OBJECTIVE AND QUALIFICATIONS

CAREER PROGRESSION:

• Building processes based on our business goals within the Project Management Office tool kit

(AdaptiveWork / Clarizen, JIRA, etc.)

• Measuring the efficiency of systems and procedures

• Ensure all systems operate smoothly and align with our quality standards

• Establish team KPIs and conduct quality assessments

• Monitor daily operations and address potential issues when they arise

• Build processes within AdaptiveWork / Clarizen that meet our business objectives and ensure compliance

• Monitor financial data and recommend solutions that will improve profitability

• Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans

• Monitor system integrations daily

o Review error log and correct issues which may occur during system sync process

§ JIRA integration runs twice daily / Salesforce runs once per day / Onit runs multiple times per day

• Continue to build new AdaptiveWork / Clarizen custom actions, workflows and custom objects based on new or improved processes

• Responsible for maintenance on all AdaptiveWork / Clarizen functionality

• Act as daily support contact when users encounter issues with the AdaptiveWork / Clarizen system PMO Tools Admin/PMO Lead, Miami, FL (October 2016 – June 2019) I served as the Project Management Office Lead and PMO Tools Admin for one of the largest programs in the travel industry.

• Built, control and manage integrations between JIRA/Salesforce and AdaptiveWork / Clarizen applications

(data mapping, API setup and testing)

o Integrations between the systems are bi-directional o JIRA integrations are designed to move project and user information between the two systems o Salesforce integrations consist of moving financial and project data between Salesforce and AdaptiveWork / Clarizen

• Defined detailed project/resource/financial plans and project workflows within JIRA (Confluence), Salesforce and AdaptiveWork / Clarizen PPM.

• JIRA Administration roles consist of: creation/maintaining complicated workflows to meet business needs, user management, data governance management and customizing dashboard/reports.

• Identified and corrected gaps within the JIRA (Confluence), AdaptiveWork / Clarizen and Salesforce tools

(training, mentoring associates, etc.).

• Manage cross functional teams to confirm smooth integrations between the three tools.

• Meet twice per week with Senior Management to discuss project updates, challenges or concerns.

• Perform governance audits on project teams to ensure proper guidelines and communication channels are being met.

• Lead and assist in identifying areas where issues with data integrity exist by performing regular data audits daily.

• Serve as AdaptiveWork / Clarizen, JIRA(Confluence) and Salesforce Admin, perform user management functions (new users, permissions, etc.)

• As the lone technical resource, rebuilt the AdaptiveWork / Clarizen system from the “ground up” o Gathered requirements, designed and development workflows, custom actions and validation rules to be in line with business needs

o Migrated over 1000 users from an outdated AdaptiveWork / Clarizen system to the newly built version

• Develop and manage all custom objects within AdaptiveWork / Clarizen (Cases, Work Items, etc.) CallMiner, Ft. Myers, FL May 2015 – October 2016

CallMiner Eureka is the leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management Sr. Project Manager/Product Specialist (PMO), Ft. Myers, FL (May 2015 – July 2016) I served as a Senior Project Manager and Product Specialist for one of the largest voice analytics companies in the United States. Facilitate weekly project status meetings for executive management along with performing project management activities.

• Overall responsibility throughout the project lifecycle including requirements definition, design, implementation, and deployment

• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints

• Set and continually manage project expectations with team members and other stakeholders

• Prepare project status reports to keep management, customers and others informed of the project status and issues

• Perform day to day activities as a JIRA and Confluence Administrator (troubleshooting, project mgmt. and user management)

• Lead and manage cross functional teams through the project lifecycle and manage customer communications and expectations

• Interpret and transform customer requirements into project plans and proactively identify risks and issues

• Able to effectively manage internal and external communication and escalate to senior management when appropriate

• Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements

• Responsible for creating and performing maintenance within JIRA (workflows, user mgmt. and customizing the systems)

Emirates Group, Dubai, United Arab Emirates February 2014 – February 2015 Emirates Group is a dynamic travel and tourism operation with a global reputation for excellence spanning every aspect of the industry

Sr. Global Solution Delivery Manager (PMO Lead), Dubai, UAE (February 2014 – February 2015) I served as a Senior Global Solution Delivery Manager within the Project Management Office for one of the most innovative airlines in the world while managing and maintaining the largest engine facility relocation project in the Middle East. Provided weekly/monthly status reports to senior management along with escalating critical issues when needed. Mentor, lead junior and senior level project managers and evaluate developers, team leaders and project manager’s performance on a monthly basis. Responsible for interviewing and negotiating salaries when hiring external associates.

• Front-to-back responsibility for the formulation and execution of projects in the functional, management and technical areas.

• Served as PPM Tools Admin for AdaptiveWork / Clarizen, JIRA and Confluence

• Created and lead Emirates Airlines IT Governance Audits within the PMO department.

• Responsible for creating and performing weekly project management training sessions for junior and senior project managers.

• Implemented process improvements within the Project Management department

• Resource scheduling for cost effective solutions and plans throughout the project life cycle.

• Responsible for the quality of deliverables provided to clients within the airline industry.

• Identification of risks and presenting issues to customer’s senior management.

• Facilitated Project Review Board meetings to discuss project needs

• Championed implementation for the PPM tools JIRA and AdaptiveWork / Clarizen

• Created custom workflows and screen schemes in JIRA for software development/engineering teams Amadeus Asia Limited, Bangkok, Thailand August 2012 – January 2014 Amadeus Asia Limited, providing IT Solutions to the travel and tourism industry focusing on airline, hotel and auto rental.

Sr. Global IT Project Manager & PMO Tools Admin, Bangkok, Thailand (August 2012 –January 2014) Served as a Senior Global Project Manager for one of the largest players in the GDS Travel Industry. Manage and maintain a variety of large development projects for major international travel agencies located in the APAC region. Provide weekly/monthly status reports to senior management along with escalating critical issues when needed. SME for PMO Tools – AdaptiveWork / Clarizen and JIRA.

• Resource scheduling for cost effective solutions and plans throughout the project life cycle.

• Responsible for the quality of deliverables provided to clients within the travel industry.

• Identification of risks and communicating with customer’s senior management.

• Create and maintain project plans using AdaptiveWork / Clarizen (resourcing, budgeting, administrator)

• Championed implementation of AdaptiveWork / Clarizen and JIRA - trained entry level and senior project managers on applying the tools for day-to-day operations.

• Served as SME on AdaptiveWork / Clarizen/JIRA and helped guide project managers on the functionality of the tools.

• Customized project management reports/dashboards/workflows within AdaptiveWork / Clarizen and JIRA (Confluence) for executive management (resources, budgeting, project summary).

• Responsible for the integration of JIRA and AdaptiveWork / Clarizen DST SYSTEMS, INC., Kansas City, MO, USA January 1998 – July 2012 DST Systems, a global Data Processing Service, has annual revenues of $2.2B and employs almost 11,000. Sr. Project Manager – Subject Matter Expert – Department Manager (SME), Bangkok, Thailand/Hyderabad, India (September 2005 –July 2012) Served as Senior Project Manager and SME for a software support/development team of 30 + associates. Oversaw and managed a variety of Support projects such as maintaining and supporting the production environment for over

30 Mutual Fund companies, smaller projects between 1 and 300 hours, and event type work (weekly, monthly, quarterly and yearly processes). Served as SME for Support and Mainframe Development teams dedicated to

improving technical processes. Provided weekly status reports to senior management; responsible for escalation and resolution of project and staff issues. Also responsible for yearly strategic planning, goal planning and implementation for Development and Support teams.

• Instrumental in fostering the growth of an offshore software development office in Thailand from 13 associates to 320 associates within 6 years by interviewing, hiring, training, and mentoring associates while simultaneously managing a variety of projects

• Developed the first Support team in Bangkok for DST Systems. My original team started with 4 people;

• currently manage 3 highly collaborative Support teams with over 30 people total.

• Responsible for implementing Capability Maturity Model Integration (CMMI) Level II within the TA2000

• Bangkok office (TA2000 is DST’s record keeping software.)

• Served as leader and creator of the Business Continuity Plan for the TA2000 Bangkok office

• Received the DST 2005 3rd Quarter Q.U.O.T.A. award as the organization’s most outstanding performer within the organization.

• Monitored project status by using Clarity and JIRA (Confluence)

• Responsible for creating custom screens and workflows for executive management and development teams within JIRA and Clarity

Senior Software Developer, Staff Analyst Programmer, Programmer– Kansas City, MO, USA (January 1998 – September 2005)

Worked on requests for support and small to midsized projects. Supported client ad-hoc reporting and research. Spoke directly with mutual fund client and associated third parties to answer system functionality questions.

• Mentored new developers on team

• As system expert in several areas, provided training and technical consulting to outside teams

• Analyzed existing code and determined software design solutions

• Created detailed code specifications; implemented code and executed its migration

• Executed maintenance projects for the client, including annual purges, fees and year-end processing

• Wrote technical design documents

(Utilized COBOL I, COBOL II, CICS, Visual Basic, JCL, Operating Systems, Database Programming w/SQL, Network Data Mover, FTP, MS Office)

FIRST DATA CORPORATION – OMAHA, NE, USA (July 1996-December 1997) Programmer Level I

Worked with the two largest credit clients for the company, PNC Bank and Chase Bank. Analyzed existing code and determined software design solutions. Maintained, set up, and tested transmission data files for the client. Constructed code per detailed specifications.

(Utilized COBOL I, COBOL II, CICS, Visual Basic, JCL, Operating Systems, Database Programming w/SQL)

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