Project Manager Customer Service

Senior-level Project Manager

Healthcare Information Technology Software Development 7-year PMP

Certified Project Manager proficient at devising solutions to complex challenges and articulating technical information at all levels, ranging from colleagues, peers, management to customers. A collaborative leader with keen focus on quality & timely project implementation while meeting financial metrics. Effortlessly engaged in establishing quality objectives, managing change, mitigating risk, and leading cross functional teams.

CERTIFICATIONS: Project Management Professional (PMP); Six Sigma Green Belt (SSGB)

METHODOLOGIES: PMBOK (PMI); SDLC; Waterfall; Agile (SCRUM); TQM; Six-Sigma (DMAIC); CMMI; & Lean Product Development

IT EXPERTISE: Software & Application Testing; Training; Change Control; Implementations & Conversions; High & Detail Level Estimates; Metrics Definition & Analysis; Research & Development; Reports/Audits/Surveys; Risk Mitigation; & ERDs

INDUSTRY EXPERTISE: Healthcare, Software Manufacturing, Information Technology, Financial Services, Payment Processing (Card, Debit, & Check), & HR/Payroll

BUSINESS EXPERTISE: Strategic/Tactical Planning; Project Charters; Product Market Research; Business Cases; ROI Analysis; Mentoring & Leadership; Process Re-engineering; Change Control; Risk Management & Mitigation; Cost Control; & Resource Planning

PROFESSIONAL EXPERIENCE

IT Project Manager, Information Systems - Program Management Office 2010 – Current

TAMPA GENERAL HOSPITAL; Tampa, FL; Employees: 7,000 +

Business Environment: Growth, Acquisition, Non-Profit.

Responsibilities: Project management leadership for the hospital’s Epic portfolio (Ambulatory & Inpatient).

• Accomplishments: Led multiple cross functional Epic project teams for clinical (Ambulatory & Inpatient) units to ensure readiness for big bang go-live in 2011; led Ambulatory clinical dress rehearsals.

• Results: 400 Ambulatory & 6,700 Hospital clinicians implemented to EMR (Epic). Data migration from EPM Live to SharePoint 2010 resulting in a single data repository. Email migration from Lotus Notes to MS Outlook.

Project Manager, Program Management Office 2008 – 2009

SAGE SOFTWARE, EMPLOYER SOLUTIONS; St. Petersburg, FL; Employees: 250 +

Business Environment: Growth, Downsizing, Divestiture

Responsibilities: Established Program Management Office function for business unit

• Accomplishments: Implemented PMO with lightweight infrastructure for Software Development Life Cycle (SDLC) & Agile (SCRUM) to include process roadmaps, DACIs, project plans, & project data repositories. Managed 20+ projects in software release, business & process improvement.

• Results: Less than 3% variance in hours & schedule days from plan. Early completion of project led to additional 7% in revenue. Earned 97% rating for services provided by the PMO to other departments.

Senior Project Manager, Program Management Office (2007 – 2008) 1999 – 2008

FIDELITY NATIONAL INFORMATION SERVICES; St. Petersburg, FL; Employees: 2,000 +

Business Environment: Merger, Acquisition, Downsizing, & Integration.

Responsibilities: Managed large sub-prime card processor client conversion & new software development of data warehouse, custom web portal, & warranty/self-risk collections systems.

• Accomplishments: Implementation generated in excess of $4M in revenues; Formed global strategy team; Set top-level priorities; Matched R&D funding with priorities; Led project team members to create numerous new business processes & procedures for new client conversion implementation.

• Results: Successfully developed & implemented claims platform & converted 140K customers to new system within requested 6-month period.

Senior Business Analyst; North American Check Division (2004 – 2007)

Business Environment: Integration, Divestiture, Mergers, & Acquisitions.

Responsibilities: Managed development & implementation of 8,000-hour SQL-based risk management system along with numerous POS application implementations.

• Accomplishments: New system significantly improved lenders’ ability to assess risks in consumer lending; Developed SAS & SQL scripts to forge new business processes.

• Results: Successfully boarded 5 new merchants & developed partnerships with numerous financial services institutions; New risk management system produced record annual net profit of $22M.

Product Manager I & II; North American Check Division (1999 –2004)

Business Environment: Growth, Integration, Divestiture, Mergers, & Acquisitions.

Responsibilities: Managed flagship risk management product generating $100M in revenue; Advocate for product enhancement/modification request for 30-person risk management department & client portfolio.

• Accomplishments: Team installed & tested new risk management software for key client 4 weeks early of planned 18-week project; Defined & managed on-going projects of 1,000-2,000 hours that maintained positive customer relationships; In transitioning role assigned as business champion/analyst for the next-generation fraud prevention product – decision attributes.

• Results: Clients realized up to 45% increase in detection of employee fraud; Newly developed software training & support services saved $15,000/upgrade; Customer renewals improved from 65% to 92%; New clients resulted in more than $500K/annual revenue.

Manager, Customer Service 1987 – 1996

QUARTERDECK SOFTWARE; Marina del Rey, CA; Employees: 12 +

Business Environment: Start-Up, Growth, IPO, Mergers, & Acquisitions.

Responsibilities: Managed customer, sales, & upgrade campaigns programs for N. America product.

• Accomplishments: Developed & implemented a Customer Service Index; within 6 months; successfully moved sales/customer service call center operations from Los Angeles to Tampa Bay.

• Results: During extreme growth customer satisfaction increased from 21% to 87%. Key ground-level employee instrumental for helping Entrepreneur Company grow revenue from $2M to $150M.

PROFESSIONAL AFFILIATIONS

• American Society for Quality (ASQ); Tampa, FL; Key Note Speaker, 2009

• Project Management Institute (PMI); Tampa Bay Chapter; 6 years

• Tampa Bay New Product Development Special Interest Group (SIG); 4 years

• Toastmasters International; Dunedin, FL; 2 years

COMMUNITY LEADERSHIP

• PGA Tour – Transitions Open; Palm Harbor, FL; 9 years

• Vista Del Mar Orphanage – Big Brother; Los Angeles, CA; 2 years

• Junior Achievement; Pinellas County, FL; 1 year

PROFESSIONAL TRAINING

Completed 100 accredited hours in psychology, business management, & computer science:

• University of South Florida; Tampa, FL

• University of Tampa; Tampa, FL

• California State University; Northridge, CA

• Santa Monica College; Santa Monica, CA

EDUCATION & TRAINING

• Functional: Leadership; Team Building; Interpersonal Communications

• Specialty: Wilson Management; Project Management; Budgets; Employee Negotiations; Conflict Resolution; Public Speaking; Presentations

• Quality: MRP; ERP; TQM; Quality Circles, Six Sigma, PMBOK

COMPUTER SKILLS

Business Software: Word, Excel; PowerPoint; Project; Outlook; Access; Visio; SharePoint; MindMap

Software & Analysis Tools: SQL; SAS; TOAD; EPIC, Numara

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