Experienced IT Project & Program Manager

Les Licklider

Gilbert, AZ ***** 602-***-**** *********@*****.***

Project Management

Project manager with 20+ years leading enterprise technology initiatives, including system migrations and implementations across healthcare and finance. Skilled in managing multiple concurrent projects, coordinating cross-functional teams, and driving accountability to deliver on time and within budget. Experienced in gap analysis, cloud transitions, and process optimization to enhance operational efficiency and stakeholder satisfaction.

Areas of Excellence

• Project Management: Project Management, Scope Development, Vendor Management, Procurement, Workforce Management, Service Delivery Excellence

• Business Analysis & Forecasting: Gap Analyst, Business Forecasting & Analysis, ROI Analysis

• Process Improvement & Quality: Process Improvement, Quality Assurance, UAT

• Leadership & Development: Cross-Functional Teamwork, Training & Staff Development, Emerging Technologies Leadership, Policy Development

• Technical & IT Management: IT Support Management, Asset Management, ServiceNow, excel

• Methodologies: Agile Methodology

• Domain Expertise: Health Care Information Technology, Healthcare Experience Professional Experience

Summit Healthcare Information Technology / Intermountain Health 2024 - 2025 Gap Analysis Business Analyst

• Conducted a comprehensive gap analysis to align current healthcare operations with Epic EMR requirements, driving process improvement and leveraging healthcare experience.

• Collaborated with cross-functional teams using Agile methodology to optimize workflows and ensure service delivery excellence. Wells Fargo 2020 - 2024

Technology Operations Wholesale Tech Services Technology Business Services Consultant ServiceNow Business Analyst Chandler, UAT AZ Strategic, Analytical Engineer offering expertise in release management of systems and infrastructure, coordinating the completion of multiple tasks, balancing multiple divisions via ServiceNow and Enterprise Agile Jira.

• Monitored resolution of issues uncovered during UAT, ensuring quality assurance and vendor management across concurrent system migrations.

Wells Fargo 2019 - 2020

Business Systems Consultant Corporate Risk Management Enterprise Information Security Business Analyst Chandler, AZ Provided strategic consulting in Risk Management to support the successful implementation of a modern, enterprise-level Identity and Access Management (IAM) system, enhancing security posture, compliance, and operational efficiency across the organization.

• Oversaw the printing and distribution of new badges in coordination with the installation of the IAM hardware. OpenDoor 2018 - 2019

Project Manager Scottsdale, AZ

Served as an Independent Contractor for OpenDoor, overseeing residential renovation projects as a Field Project Manager. Coordinated vendors, managed timelines, and ensured quality control to support property readiness for market. Banner Health 2017 - 2018

ServiceNow Asset Management Business Analyst Phoenix, AZ Facilitated governance meetings to empower cross-functional collaboration among department leaders and ensure technology assets were tracked, received, recovered, deployed and retired in a controlled manner. Wrote policies and procedures for tracking and analyzing technical and financial data of company hardware and equipment from requisition through retirement for improved security management.

• Managed the movement of equipment between locations utilizing an IP address detection process to uncover locations within the enterprise hardware is being used.

• Tracked asset utilization to ensure assets not in use were recovered, inventoried, re-deployed or disposed of according to the established end of life guidelines.

• Formed procurement, inventory, deployment and retirement strategies to optimize technology management and improve risk manage- ment throughout the life cycle of the assets.

• Established policies and best practices to support responses of asset auditing for sharpened security and financial accounting management.

• Traveled to different site locations within the enterprise to deliver educational work sessions to promote buy-in on newly developed policies.

Banner Health 2006 - 2017

Senior IT Account Manager ServiceNow Business Analyst Phoenix, AZ Managed daily operations and support of technology, matured operational processes and capabilities, addressed customer support issues and ensured the stability and performance of the technology infrastructure and recovery of the technical environment in response to breaches or disasters. Provided high-quality customer service to hospital communities in relation to IT functions, supported major facility and business driven projects.

• Prioritized, directed and scheduled technical onboarding of employee workstations to include the relocation of electrical hardwiring and adding LAN ports and IT peripherals, ensuring appropriate resources were deployed to meet the end-users clinical and technical needs.

• Collaborated with senior management and service delivery staff to determine support needs, identify technology gaps and addressed emerging IT needs in cross-departmental projects.

• Participated and contributed to project kick-off meetings, serving as a single point of contact for all IT related projects

• Determined capacity planning to ensure appropriate resources were available to support proposed projects and growth of the technical environment.

• Coordinated internal resources with contractors/ vendors to execute on-campus improvement and facility start-up projects by defining project scope and involving relevant department heads to structure timelines.

• Conducted business and feasibility analysis to ensure projects met financial objectives and return-on-investment ratios by forecasting requirements, preparing project budgets and defining workforce needs.

• Developed and maintained productive relationships with project owners, business leaders, contractors, vendors and other project stakeholders.

• Improved employee onboarding process by ensuring all office and work-related technologies were on-line with appropriate user access on the first day of employment.

• Significant contributor to the construction and opening of 2 new campus facilities, Banner Goldfield Hospital and Banner MD Anderson Phase II consisting of 2000+ computers and printers, digital signage, data and electrical infrastructure. Banner Health 2003 - 2006

Senior Technology Management Engineer Phoenix, AZ

Proactively managed a medical monitoring system for performance issues and responded within strict time frames to escalate incidents. Performed ongoing information network assessments and audits to ensure that information systems are adequately protected and meet HIPAA certification requirements. Researched hardware and operating systems to correct endpoint deficiencies.

• Developed detailed technical and security documentation and recommendations to solve and mitigate reoccurring IT issues and underlying problems.

• Supported the enterprise Help Desk incident request system through process improvements to workflows, reporting and site adminis- tration.

• Assisted in the implementation of the eICU solution which provided video and audio from ICU rooms to stream real-time 24/7 to allow monitoring of slight consequential changes in patient's condition.

• Procured hardware for the eICU program and worked closely with contractors, facility and desktop engineers to deploy the program's equipment.

Education

THE ART INSTITUTE OF PHOENIX, Phoenix AZ 1999 - 2001 Associate of Applied Science, Web Server Administration

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