Project Management Manager
Resume:
Nicholas L. Gross
Broomall, PA *9008
*********@*******.***
SUMMARY
Experienced Program Director/Project Management and Information Technology Professional with key emphasis on application development, datacenter administration, program design, planning, and implementation, directed toward strategic business and organizational objectives.
Strong background with Disaster Recover and Business continuity planning and execution, including risk assessment, contingency protocols, procedure documentation, and testing and evaluation.
Extensive background in overseeing design, development, integration and deployment of technology solutions, applications, systems, and services.
Experienced in directing multiple projects and implementations / deployments simultaneously, overseeing scope across multiple initiatives.
Successful background in management of deliverables to ensure adherence to deadlines, specifications, and budgets.
Experienced in website and portal construction including architectural discovery and design, development, browser testing and client review, and implementation.
Proficient in budgeting, RFP development, distribution, and analysis, vendor support and contract administration.
Background includes technology and system evaluation, selection, implementation, and integration of technological applications for business solutions.
Experienced in the development, measurement, and reporting of Service Level Agreements for vendor services, external customers, and internal business units, including customer satisfaction, system performance and response measurement and reporting.
Outstanding Customer Service/Relationship Management skills.
TECHNICAL SKILLS
PMI/PMBOK Project Management Tools and Methodology, Agile/Scrum, Process, and Procedures, SDLC.
Network and user technologies
Data center management.
MS Office Suite (MS Word, Excel, PowerPoint, Visio, Access, PM Office, MS Project/Project Server, Outlook), Windows 7, 10, DAPTIV, JIRA, CLARITY, Service Now, Mercury Quality Center.
Active Directory, Internet Explorer, Netscape, Lotus Notes, Workstation Hardware Architecture, UNIX, NT Administration, Novell, LAN/WAN architecture, Infrastructure Design, SQL Server.
Cloud Computing, Desktop Virtualization.
EDUCATION
Villanova University, Villanova, PA
Master of Administration, Politics and Government
Bachelor of Arts, Politics and Government
EXPERIENCE
QVC. West Chester, PA 2013-Present
Sr. Project Manager
Responsible for the Planning and Execution of complex, enterprise-wide efforts from vision and strategy through deployment
oDuties include execution and management throughout project lifecycle, including: capturing vision and strategy, extrapolating requirements, creating definition and specification, quality assurance, implementation and stabilization.
oConducting feasibility, risk, regulatory compliance.
oCreating and maintaining project plans that span the complete SDLC and encompass QVC requirements for financial planning, resource estimation, vendor oversight, and requirements specifications.
oManaging changes to scope, schedule, and budget.
oEnsuring accuracy and completeness of project plan.
oEnsuring accurate, timely, and inclusive communications.
oOverseeing collection and validation of detailed client requirements, constraints, and assumptions with stakeholders.
GSI Commerce
King of Prussia, PA 2012-2013
Sr. Project Manager
Project manager for new and existing client implementations.
oResponsibilities include leading project teams to deliver multiple, simultaneous projects that span across several business and technology areas.
oEffective management of resources, schedule, and quality of delivery through project life cycle
oDelivery of Web store Products to new and existing clients.
oParticipation in Client Engagement teams to promote client understanding of systems integration changes and change enablement services offer to new and existing clients converting to a new platform.
oWorked with PMO and other business and services areas to develop client curriculum/collateral for Engagement process to form repeatable engagement process for new and existing clients. (IE: Timeline and Milestones charts, WBS, Discovery Documents).
Independence Blue Cross
Philadelphia, PA 2011 - 2012
Sr. Program Manager
Program/Project Manager responsible for enterprise-wide Informatics Pharmacy Benefit Manager programs.
oResponsibilities include full SDLC project management tasks, developing master plans for multiple linked related plans and initiatives, resource leveling, conceptualizing, and implementing opportunities for process improvement, facilitating the development of functional requirements, risk mitigation strategies, and administration of testing and implementation.
The AmeriHealth Mercy Family of Companies 2007 - 2011
Director, Program Management
Program Director for enterprise-wide Program Management and Administration of multiple concurrent application and infrastructure projects in support of strategic and operational organizational goals.
oOverall responsibility for leading cross-function teams in strategic design, development, implementation, and administration and execution of business initiatives.
oResponsible for Web management interaction design (navigation support, homepage layout, templates), content design, and implementation for internal (custom employee on boarding system) and external (Provider Access System) applications.
oManaged Data Center Relocation Project, including Mainframe and storage facilities, telecommunication, and multiple servers.
oCollaborated with external vendor to develop and implement plan for desktop virtualization.
oParticipation in execution of Corporate Project Portfolio, development of project methodology, and implementation of enterprise-wide solutions using industry standard best practices.
oDuties include program planning, initiation, execution, change management, and measures of performance.
oAccountable for 19 projects supporting each corporate program (Compliance/Regulatory, Growth, Integrated Care Management, IT Modernization, and Provider Management).
oSupervised the development of scope, business requirements, communications plans, and risk management/mitigation plan for each initiative.
oConducted post-project reviews (lessons learned and project surveys) and presented results to management and colleagues.
Jefferson Health System
Bryn Mawr, PA 2003 - 2007
Director, IS Support Services
Director of Application and Infrastructure Program and Project Management, Call Center Administration, Technology Planning and Server Support, Clinical Application support, Disaster Recovery and Business Continuity.
oManagement of technology implementation and support for the Annenberg Medical Education center, including all telecommunications and audio-visual facilities.
oResponsibilities include technical oversight and leadership for server, desktop, and telecommunications for multiple facilities.
oManaged enterprise-wide company call center, servicing approximately 12,000 associates. Application development manager for Information Technology and Clinical Management systems, including implementation of multiple clinical projects (Pharmacy MAC, Radiology system upgrade, Sorian implementation), infrastructure projects (data center and infrastructure component upgrades).
oManaged Root Cause Analysis team to identify, resolve, and implement processes and procedures to address outage and down-time situations.
oDevelopment of an internal web site to access system performance and reliability data.
oCreation and implementation of enterprise-wide Business Continuity Program and Disaster Recovery plan to ensure business recovery objectives. Successfully recovered Tier 1 applications in disaster recovery testing.
oImplementation of hardware and software technology strategies for support of multiple applications, including processes for multi-platform systems upgrades.
oEngaged with multiple clinical business organizations to identify and implement emergent technologies.
Reliance Insurance
Philadelphia, PA 1998 - 2003
Director, Infrastructure Support and Distributed Systems
Program Management for multiple business application systems, infrastructure efforts, software development and delivery, and integration of new business into existing organization.
oResponsibilities included Infrastructure Support, Server Support Systems, Client Relationship Management, Problem and Change Control, Service Level Reporting and Compliance, Technical Support Services, Help Desk/Call Center and Desktop Systems.
oManaged 3 company call centers (PA, NY, NJ), servicing approximately 6000 domestic and international customers. Maintained 99.9% availability for mainframe and infrastructure components.
oResponsible for all facility construction and migration projects for 2 main offices and 70 field offices.
oCreated corporate PMO, developed portfolio for internal business and technology projects.
oDesigned and implemented Service Level Agreements. Developed and distributed monthly SLA reports.
oDesigned and implemented a Problem, Change, and Asset Management system for all infrastructure processes, including commercial applications, network and communications systems, and e-business applications.
oDeveloped documentation, procedures, standards, and reporting of utilization and effectiveness for internal systems.
SunGard Computer Services
Wayne, PA 1985 – 1998
Director, Technical Services
Responsible for the management of the Client Services organization, including Program and Project Management, Desktop Services, Call Center, Technical Support, Production Control, Client Relationship services, Data Center Operations, and Disaster Recovery.
oDesigned and implemented corporate Call Center supporting 6000 customers in 100 distinct locations.
oProject Manager for multiple customer migration projects from design through implementation, including planning, coordination, status reporting, budgeting, integration, and supervision of project management staff.
oCreated Disaster Recovery and Emergency Management programs for multiple Fortune 500 clients. Managed periodic testing and remediation efforts.
oResponsible for pre-sales marketing support, including proposal development and presentation.
oResponsible for regulatory compliance and third-part audit.
oServed as Account Manager for major customers representing 60% of company revenue, focusing on mutual funds and financial services institutions.
oDesign and implementation of Change Control process for customer requirements.
oMaintained 99.9% availability for mission-critical applications
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