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IT

Resume for David Samuel

David Samuel | 5 Rocky Hill Road | Litchfield, NH 03052                                                                    

415-999-3050

DavidRSamuel@gmail.com

Strikingly  LinkedIn

 

A values-based, versatile, self-motivated, results oriented technology executive with substantial strategic and tactical experience. Expert in delivery of cutting-edge, cost-effective solutions which meet business needs. Highly organized, detail-oriented individual with a bias toward customer service, action and achieving results.

 

Achievements

Successfully managed CRM, ERP, applications, systems, infrastructure and network replacement projects ranging in value from $100,000 to more than $4,000,000

Planned and managed IT budgets (~$120m annually) in support of over 100 technology projects, 100 locations and more than 6,000 employees

Successfully delivered, on-time and on-budget, more than 50 projects in heavily matrixed environments across multiple platforms and business units

Negotiated or re-negotiated RFPs valued at more than $50,000,000, including procurement of hardware, software and applications solutions

Managed, negotiated, reviewed and approved service, vendor and customer agreements valued over $5,000,000

Architected an organizations infrastructure move to a virtual private cloud; replaced network backbone with high-speed MPLS network

Defined and successfully executed disaster recovery plans in a virtual private cloud environment

 

Areas of Expertise

 

Achieving Results through People                                  Mentoring and Team Development

Vendor and Customer Relationship Development            Strategic Leadership

Customer Relationship Development                              Budget and Expense Management

Outsourcing, Off-shoring and Near-shoring                     Process Definition and Adherence

Project and Program Management                                 Systems Integration and Architecture

Cloud Offerings (SaaS, PaaS, IaaS)                               CRM and ERP Systems

Risk Assessment and Risk Management                        Change Management

 

Education

 

Masters of Science Information Technology Management Regis University, 2016

Cornell University, Johnson School of Business, Executive Leadership Program, Dec 2007

Project Management Professional, 2003 - 2014

ITIL Foundations Certified, November 2004

Bachelors of Science, St. Marys College, Business Administration and Economics, 1989

Computer Learning Center, San Francisco Campus (4.15 GPA), 1996 

Work Experience

 

The Life is Good Company

Information Technology Director

2015-Current

Significant Accomplishments:

Established the first IT Steering Committee in the companys history

Implemented formal tracking of IT issues (applications and desktop, network, etc.)

Implemented the companys first fully-integrated EDI in more than five years

Project managed small, internally staffed projects and large, externally supported projects 

As Information Technology Director for this $100m SAP-focused organization, managed development and infrastructure staff, projects and programs. With two direct reports (Application Development Manager and Network/Security Manager) released multiple projects and programs improving SAP ECC (6.0), electronic data interchange (EDI (SPS)), Product Lifecycle Management (PLM (Yunique)) and reporting (BI/BW, Business Objects (BO) and BEX), network security, network performance and storage. 

Defined and improved current state requirements and processes for projects and programs, including but not limited to, telephony, unified communications (in support of the Life is Good Call Center), virtualization (VMWare), storage area network (SAN), SAP ECC, PLM and EDI improvements. Planned transition to a data warehouse with full integration to eCommerce the wholesale sales channels.

Social Interest Solutions

Application Development Director

2014-2015

Significant Accomplishments: 

Created and executed the companys first documentation management program, targeted to business users, directors, managers, developers and business analysts 

Successfully assumed leadership of an environmental migration project and brought it back on schedule and into budget alignment 

Created the companys first formal quality, release and change management program, moving from an unmanaged approach for multiple products to a governed model 

Successfully assisted in the transition from Peachtree to Intacct as an Accounting system. 

As Information Technology Director for this $32m SaaS startup, reporting to the CEO, managed development and infrastructure staff, projects and programs, including building and releasing (weekly) enhancements and new products (Javascript, C#, MS-SQL, MS-WCF, BizTalk, .NET, IIS, Visual Studio, HTML) for an internet-based SaaS company. Managed day-to-day development activities, strategy, hiring, career paths, rewards and recognition, and discipline for Application Development, Helpdesk and Quality Assurance teams with more than 75 employees. 

Directing six managers with 65 programmers, supporting four core products, this Microsoft stack development organization produced weekly releases for clients nationwide. 

Assumed the Quality Assurance, PMO and Governance Director roles, in addition to standard duties, upon the departure of the PMO and Governance Director. Led a team of quality assurance engineers and project managers in engineering applications to generally accepted standards of excellence (e.g., FISMA, NIST).

Service Employees International Union Local 1000 (CSEA)                          

Information Services Director

2009-2014

Significant Accomplishments:

Envisioned, planned and successfully implemented a $2m+ customer relationship management (CRM: MS Dynamics CRM) and a $1m cloud-based enterprise resource planning (ERP: NetSuite) projects in a virtual private cloud environment with disaster recovery and backup to a virtual private cloud, including procurement of all services, hardware and software

Successfully managed multiple IT departments (with more than 20 FTEs), including projects, Application Development, Network Operations, IT Facilities and IT Helpdesk

Envisioned and successfully implemented complete infrastructure replacement, including desktops, servers, switches and data network

Envisioned and successfully implemented comprehensive disaster recovery program 

Information Services Director for SEIU Local 1000, an affiliate of the California State Employees Association, a $75m revenue company with five corporate divisions. Responsible for all aspects of Information Technology including day-to-day operations, strategic and tactical planning, vendor selection and negotiations, application development, maintenance, architecture, network infrastructure (including desktop, application and server virtualization in a virtual private cloud), data security, disaster recovery, data center, telephony, IT policies, planning, budget management, mentoring and staffing. 

Successfully planned, managed and implemented $2m+ CRM project and a $1m+ ERP project including application development (SDLC), infrastructure replacement (desktop, laptop, server, network) and expansion (new data center, new cloud based co-located disaster recovery site), enterprise change (training, logistics, branding) and communications at the enterprise level. 

Established strategic service provider partnerships with telephony and data providers (AT&T, Comcast, Sprint, XO Communications), and implemented new enterprise agreements with key service and software providers (e.g., Microsoft, IBM, Dell, CDW). Defined standards and implemented formal change and security policies, including initiating and leading enterprise wide governance through a Security Committee and a Technology Advisory Council. Optimized cost of services through a mix of internal and external resources.

California State Employees Association                                                 

Management Information Systems Director

2009-2011

Significant Accomplishments:

Successfully managed multiple IT departments (with more than 10 FTEs), including Application Development, Network Operations, IT Facilities and IT Helpdesk.

Envisioned, planned, presented and successfully executed a Board of Directors approved RFP for core systems replacement

Managed and executed re-development of corporate e-commerce presence 

MIS Director responsible for all aspects of Information Technology, including day-to-day operations, strategic and tactical planning, application maintenance, architecture, network infrastructure, data security, budget management, vendor relations, and staffing. 

Created vision for and completed RFP for a core system replacement project including RFP for application development and infrastructure replacement. Negotiated contract for the project and designed project structure. Managed all interactions with five Boards of Directors. 

Optimized and designed enterprise processes to improve IT and business alignment. Aligned IT objectives and programs to enterprise objectives and strategies through implementation of cross-affiliate teams. Defined metrics based on overall business objectives and established organization wide measures for success. Defined IT standards and created vision for use of new technologies. Redesigned IT governance with business process executives.

Blue Shield of California                                                                      

Senior Program Manager

2008-2009

Delegata Corporation                                                                           

Senior Project Manager

2007-2008

HealthWare Solutions (Now Intermedix)                                                                   

Vice President of Application Development

2006-2007

Vice President of Application Development for a growing internet technology software company in the areas of internet and client-server based applications, infrastructure, quality assurance (QA), deployment services, application maintenance and application support. Providing executive leadership and management oversight for all day-to-day activity, application development (C++, ASP.NET, SQL Server, and MS Access) using Agile and SDLC development methodologies. 

Managed quality assurance, business systems, infrastructure and technology thru local development teams and global outsourcing initiatives. Managed the companys technology expense and capital budgets, evaluated needs, conducted cost and productivity analyses, and established priorities to effectively and efficiently utilize technology.

 Negotiated strategic and tactical vendor engagements. Initiated requirements development for SaaS/ASP (Application Service Provider) for current and new products, and completed review and decommissioning of fat-client applications.

AAA Northern California, Nevada, Utah (AAA NCNU)      

Manager of IT Enabling Processes, Business Services, Resource Center Manager

2002-2007

Managed 20+ member team that collected, collated, analyzed, organized and disseminated data to IT management and the enterprise including management oversight of ~$120m IT budget. Managed IT Real Estate Department, including expansion of real estate assets and planning and execution of IT Relocation Program. 

Responsible for training, development, career paths, goal setting, assignments, skill set management, assessment, reward and recognition programs, hiring, and performance management for staff. Managed and participated in vendor contract negotiations for staffing firms, building maintenance firms, outsourcing firms, including full-lifecycle RFPs. 

Chief of Staff IT Business Development

Managed and organized IT Business Development senior management team and budget including budget development, reporting, variance management and control. Managed vendors, strategic and tactical planning with Information Technology and the business. 

Project Manager/Technology Manager/Technical Consultant

Significant Accomplishments:

Successfully managed STAR (Core Systems Replacement) Program deployment planning on a two-year timeline, delivered on-time, in partnership with IBM, EDS and Cognizant

Successfully implemented Member Service Center Expansion and Consolidation Program consolidating five service centers into a single, new service center, including all infrastructure and application changes, delivered on-time and under budget

Successfully delivered Membership Dues Increase Project, the first membership dues increase in the systems history, on-time and under budget, despite rescuing the project

Successfully managed Membership OIP Project, delivered on-time and under budget 

Program and Project management of Membership, Auto and Travel IT divisions, including vendor negotiation, technical and user team management, development of support models, creation and acceptance of turnover completion criteria for major programs and projects through all phases of SDLC in a highly matrixed environment. Developed resource requirements and allocation guidelines, managed on-going vendor collaboration and success metrics, strategic program planning, and staff development. 

Developed detailed cost-benefit analysis to determine support responsibilities, evaluated current technologies in light of emerging technologies and proposed changes for multiple business units across legacy platforms. 

Managed teams responsible for on-going production support of mainframe and client-server systems, customer communication, issue prioritization, evaluation and resolution in a multiple vendor environment.

 

Senior Technical Analyst

Successfully managed small projects, including coordination of multiple vendors and project teams using on-going implementation plans and change management processes to assist lines of business in prioritizing, budgeting for and implementing change. Created cost-benefit analyses for business unit use in prioritizing and budgeting. Analyzed issues, defined, tracked, escalated and resolved production issues, and provided on-going testing and implementation support. Created and reviewed project documentation from completed projects.

 

Software, Hardware, DBMS and Platforms

ERP: SAP ECC (6.0), NetSuite, Intacct, Microsoft Dynamics CRM, Windows 10, 8, 7, XP, VMWare, Citrix Xen Enterprise (XenApp, XenDesktop, XenServer), MS-SQL (2012, 2014), Scribe, HTML, JavaScript, MS VB IDE, C, C++, C#, .NET, Microsoft Office Suite (Project, Visio, SharePoint, Outlook, Excel, Word, PowerPoint, Access), Adobe Acrobat and Photoshop, File-AID/MVS, File-AID/DB2, File-AID/IMS, File-AID/Data Solutions, File-AID/RDX, File-AID/Express Enterprise, File-AID/Client Server, TSO/ISPF, Xpediter, Abend-AID (XLS, and DB2 bridge), SDSF, Docent Enterprise, IBM Mainframes, Client Server Platforms, SQL, DB2 UDB,  DB2, IMS, MVS File types (VSAM, sequential, etc.).

 

Awards, Certifications, Training, Special Interests

Recognized for Community Contributions by the California State Assembly (2012)

Project Management Professional, 2003-2014

Project Management Institute Member, 2014

ITIL Foundations Certified, November 2004

Presidents Senior Leadership Team (SEIU Local 1000), 2011-2014

AAA CEOs Employee Advisory Panel, CIOs All Hands Development Team, 2005-07 

July 2005 - for outstanding guidance of 2005 Cost Reduction Program

August 2004 - for outstanding leadership of 2005 IT budget process

December 2003 - for outstanding project management

December 2002 - for outstanding leadership of the SPUFI Program

August 2002 - for outstanding IT cost savings efforts

Award of Special Recognition for Outstanding Support of Compuware HIPAA Initiative January 2000

MCI Impact Recognition Award - for publication of New Programmer Manual March 1999

MCI Impact Recognition Award - developing course materials for programming tools April 1999

 

Comprehensive Code of Business Conduct Training September 2008

Comprehensive DOI Anti-Fraud and Abuse Workshop September 2008

Comprehensive Security Awareness Training September 2008

Lambert Consulting Group Management Seminar October 2008

Defining, Estimating, Scheduling, Providing Status and Forecasting Projects September 2007

Managing IT through Change January 2006

Behavioral Interviewing December 2005

Process Owner Training December 2005

Managing Emotion through Change Workshop November 2005

Leveraging Process In IT Dr. Michael Hammer June 2005

Metrics and Measurement Dr. Michael Hammer October 2004

Situational Leadership Workshop September 2004

Understanding and Leading Change Workshop August 2004

MCISystemhouse Accelerated Leadership Program

TSO/ISPF, Advanced JCL, Easytrieve, Advanced CICS, JavaScript, HTML, SQL

 2003 USVA National Champion Volleyball Grass Doubles. Photographer. Golf enthusiast. Website management family and e-commerce websites.

References:

Available Upon Request

 

Cybersecurity for Small Business

Business Mixer: CyberSecuirty for Small Business
Date:
Tuesday, November 24, 2015
Time:
8:30 AM - 10:00 AM
Type:
Business
Category:
Business
Audience:
Business - Local Small Business
Event details:
Join us for a free 90-minute workshop and networking event to learn about cyber fraud and how to protect your business. With cyber-crime at epidemic levels, it’s important for small and medium sized businesses to get cyber-savvy. Ninety-five percent of cyber risk is preventable by modernizing your technology and education your employees. You will learn to: Educate yourself about online fraud, the steeps you can take to help guard against it, and what you can do if you fall victim to it. See how other small businesses are taking advantage of the latest technology to guard against malicious attacks, Discover free tools that teach your employees how to work more securely on the internet.Learn about insurance that covers data breaches, thefts and unauthorized disclosure of personal information.Find out how to connect with a network of IT experts in your local neighborhood, before it’s too late. Reserve your spot and register today.

Reserve your spot and register today. 

Tuesday, November 24, 8:30AM-10AM

Microsoft at The Mall at Rockingham Park
99 Rockingham Park Blvd. Level 1
Salem, NH 03079
Email:
mdunham@microsoft.com or rhemmin@microsoft.com

To register your organization for this event, click here

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Resume for Chuck Kirby

 

Charles Kirby, PMP, CSM

14 Leston Street                                                                                                               978-455-2642

Tewksbury, MA 01876                                                                                                chuck.kirby@yahoo.com

SUMMARY:

Experienced Senior Project Manager with the ability to remain calm under pressure and lead IT/IS projects to be delivered successfully in a structured or unstructured professional environment.  Various industry experiences include Telecommunications/Wireless, Financial, Healthcare, Software Development tools, Manufacturing, and Federal Government/DOD.

 

SKILLS:

Software Development LifeCycle (SDLC), Software Implementation, cross-functional matrixed environment, Scope, Schedule, Quality, Budget, Communications, Risk and Change management, top down and bottom up estimating, estimating tools, resource planning, Microsoft Project, Critical Path Methodology (CPM), CMMI, Rational Unified Process (RUP), Scrum, Business Dimensional Lifecycle, RAD, JAD, Prototyping, function points, PMBOK, meeting facilitation, project repository (workbook), post project survey, EVMS (Earned Value)

 

PROJECT MANAGEMENT HISTORY:

SimplexGrinnell, Consultant (2014 – 2015)

  • Successfully lead two extremely high profile projects, a Business Impact Analysis & Disaster Recovery Plan update, across North America and Canada within budget to a very tight timeframe to close important Audit Issue. Also ran small projects to document a security process into the Software Development LifeCycle and resolve a 3rd party patch management issue.

 

Quest Diagnostics, Consultant (2013)

  • Lead implementation team to complete 34 sites in 6 months to integrate UMass Memorial clients (doctor’s offices and Health Care Centers) Electronic Medical Record Systems or Laboratory Information Systems with Quest Diagnostics as part of Quest Diagnostics acquisition of clinical outreach laboratory business of UMass Memorial Medical Center. 

 

Northeast Delta Dental, Consultant (2012 – 2013)

  • Lead effort to successfully meet strategic goal of offering Dental Plans to consumers for first phase of effort to meet the Affordable Care Act.  As program/project manager oversaw approximately 50 small and medium subprojects to plan, execute and track the effort through implementation. Created and managed integrated Schedule for all of these subprojects.  The program included updating current systems through full SDLC as well as implementing Salesforce, a Data Warehouse, reporting systems, a new bill printing system, and managing a vendor to implement B2C website.  The budget for 2012 was approximately $1.5 million beyond the NE Delta Dental employees. 

 

P3I, Hanscom AFB  (2010 – 2011)

  • Supported Program Manager in managing a $39M sustainment contract for a critical system that supports Emergency Action Message traffic at multiple Nuclear Command & Control Centers worldwide.  Supported Program Manager in successfully transitioning DIRECT Program to another base. Created plan to award new contract at Hanscom to mitigate the risk of new base being unable to award contract.  Held Secret Clearance.

 

Quest Diagnostics, Consultant (2009 – 2010)

  • Created and managed integrated Schedule and provided other Project Management consulting services for integration project of medical laboratory services acquired from Caritas Christi Health Care.  This involved updating the Caritas Meditech system, integrating with eClinical Works for Caritas Network physicians, implementing eClinical Works to Caritas Affiliated physicians, and the integration of Public Service Centers.

SDI/Verispan (2007 – 2009)

  • Refocused stalled rearchitecture effort for Pharmacy Payer Reference tables for HealthCare Informatics Oracle Data Warehouse.  Implemented Scope and Change management, established schedule and led project to implement successfully during company integration.  The improved Payer  subsystem resulted in reducing unresolved Payers on Pharmacy claims in half and increased Medicare Part D mapping by about 33%

 

Compuware (2006 – 2007)

  • Managed development projects of Testing and Security tools for Microsoft Visual Studio .NET software development.  Project budgets ranged from 400K to 1.2 million.  Managed several projects simultaneously across a cross functional organization to include Product Management, Development and QA managers, Documentation, Release Engineering, and Beta and Release coordinators.  Wrote Statement of Work for all projects.
  • Used Earned Value to measure progress as well as IT Project Portfolio Management tool, Changepoint.  Two main project schedules remained above .95 SPI.
  • Managed requirements phase of project to improve content on Fidelity.com for Cash Management business.  Also created preliminary schedule to set expectations of the internal customer.

 

Fidelity E Business, Consultant (2006)

 

Investors Bank and Trust (2005)

  • Led project for successful on-time implementation of a vendor system to manage Hedge Fund processing.  The system was migrated from a Wintel server platform to a Solaris Unix platform and completely tested in 7 weeks.
  • Led teams to create required project documentation in order to implement to company standards

 

P3I, Volpe Center (2004 – 2005)

  • Project Lead for Data Warehouse team.  Created comprehensive project plan for two Data Marts to include schedule, issues tracking, change management policy, risk management as well as a project plan document.  Software included Business Objects 6, Oracle 8i, and Solaris 8.
  • Led the development of Training Guide and the User Guide which provided the users the ability to create their own reports and drill down into the Data Warehouse.
  • Created project roadmap of an integrated Application Development team schedule to include all projects for current year and 2 years out using MS Project.

 

Federal Reserve Bank, Consultant  (2002 – 2003)

  • Created Master Schedule to include inserted subprojects, one resource list across all MS project files, and schedule dependency links between project schedules. Helped implement a new schedule based on the best use of limited resources. Created and presented reports for senior executives and provided a means to identify the critical path of the project.  Also coached and mentored Project Administrators in the use of MS Project.

 

Omgeo/Thomson Financial, Electronic Settlement Group (2000 – 2001)

  • Project Manager for important strategic cross-functional two location project.  Project was first between ESG and the DTCC, which the merged company, Omgeo later used to market itself.  Project delivered on time within budget in a professional environment where this was rare.
  • Part of Management team for large financial trading Internet development project to implement 'T+1' solution.  Project Manager for two subprojects.  Helped establish, design, and build Project Management Office.  Instrumental in establishing the use of Rational Unified Process.

 

Electronic Data Systems (1995 – 2000)   

  • Recovery Project Manager for late software project to rewrite customer reporting Windows application from desktop to extranet managed by EDS.  Development tools for project were Java, BEA Weblogic, SQL Server, and MS Frontpage.  Coordinated implementation activities with Networking, Systems, Documentation, and Production Support groups and refocused team and reset expectations.
  • Supported organizations effort to achieve SEI CMM Level 3 by leading team in writing Computer Resource processes and procedures.  Part of team that defined the process for tailoring the organization's standard Software Process.  Wrote Issue Escalation procedure for Intergroup Coordination KPA.
  • Led first successful project after two failed attempts to create Graphical User Interface (GUI) for legacy system.  Selected and employed Rapid Application Development (RAD), Joint Application (JAD), a User Interface Expert, and an Iterative/Incremental development lifecycle utilizing Visual Basic as tool.  First phase of this project used in evaluation of organization in achievement of SEI CMM Level 2.
  • Led first project in organization to use formal project management.  Led project team to deliver four software releases on time within budget to support seven wireless carriers using SaaS (Software as a Service) billing system.  Twelve person project with budget of $1.2 million.  Reduced time to market from nine months on first release to seven weeks on fourth and bug fixing in subsequent releases was reduced to 12% from 48%.

 

PREVIOUS EXPERIENCE:

Electronic Data Systems, Advanced Systems  Engineer

Analyst, Developer, Tester, and Technical Lead  on many projects across multiple platforms such as PCs, IBM Mainframes, Unix workstations, and Digital VAXes.  These projects dealt with different business applications such as Wireless Billing, GM Plant Floor Maintenance, Wireline Outside Plant Engineering, Cellular Billing Credit Watch, and a GM Plant Job Request System.  The programming languages used were C, C++, Cobol, PL1, and Basic.

 

CERTIFICATIONS:

Project Management Professional (PMP) certification from the Project Management Institute (PMI) in 1999, valid through October, 2015

Six Sigma Green Belt certification, Value Train (www.value-train.com) in 03/06

Certified Scrum Master (CSM), Danube Technologies (www.danube.com) in 09/07,

   Refresher course “Agile PM - An Interactive Demonstration“ with Big Visible (www.bigvisible.com)  

   in 02/12

 

TECHNOLOGY:

Hardware:                  Sun workstations, IBM Mainframes, Windows PCs

Software:                    MS Project, MS Office, Visio, Sharepoint, MS Visual

                                     C++, MFC, ATL, ODBC, SQL, COM, CGI, Documentum, Changepoint, Daptiv

Databases:                  Ingres, Oracle, DB2, RDB, Interbase, Paradox, MySQL

Operating Systems:   Windows Vista, 7, 8, Unix, IBM Mainframe, Linux (Mandriva, Ubuntu)

Languages:                 C, C++, Cobol, PL1, Basic, HTML

 

EDUCATION:

BA in Mathematics, Minor in History   Westfield State University, Westfield, MA

 

MILITARY SERVICE:

Served six years as Engineer Officer in Army National Guard. Promoted to rank of Captain.  Honorably discharged.  Held Secret Clearance.

Resume for Teresa Allen

Teresa Allen

 

 

337 Acton Road   Chelmsford, MA 01824 

Home 978 250 1188

Cell  978 483 7670

tchehna@gmail.com

 

 

 

Professional Summary

 

Talented IT professional accustomed to managing multiple projects and priorities in fast-paced environments.  Extensive experience also includes supporting network infrastructure for multi-user and remote environments. Adept at communicating with key stakeholders in assessing project needs.

 

Skills Profile

 

  • Data management                         
  • Project management                                            
  • Process implementation
  • Technical specifications creation
  • Requirements
    gathering
  • Service-oriented architecture
  • Collaboration tools
  • Website
    maintenance
  • Website and portal monitoring
  • Data analysis, backup and retrieval
  • QA
    tools
  • Self-motivated                                  
  • Strong verbal communication
  • Analytical and critical thinker
  • Fast learning team player
  • Excellent problem-solving abilities
  • Excellent diagnostic skills

 

 

Employment History

 

Branch Operations Manager, Signature Consultants

 

 

Woburn, MA

  • Partner with NEPC leadership and the Operations and Services team to perform activities that will improve business operation performance and increase the level of support for clients.
  • Manage all phases of Branch Operations including Contractual Compliance, Ops Training, Expense Control/Monitoring, P&L Review/Analysis and Office Administrator Management. 
  • Provide business development support; process improvement; office support operations and overall financial efficiency of the office
  • Responsible for review of all compliance and compliance related items for key National Accounts to ensure maximum awareness around Client KPI’s and performance expectations.
  • Document all on-boarding errors, compliance items, lack of responsiveness and escalate issues to proper business unit and National Accounts leadership. 
  • Complete compliance audits.
  • Send, track, and report exit survey results.
  • Establish and manage budget for Compliance & Operations team within expected guidelines. 
  • Meet 100% of quarterly business objectives.
  • Manage and supervise NEPC Office administrators.
  • Organize and oversee recruiting metrics and applicant tracking
  • Supervise ad hoc audits with Services Payroll and Billing team as needed
  • Resolve all escalated timekeeping, payroll, and billing issues.
  • Act as a key liaison between Business Unit Leadership and Key Accounts.
  • Work directly with Business Unit Leaders to ensure effective management of time sensitive deadlines.
  • Collaborate with NEPC leadership to establish management process and documentation guidelines around tracking of key goals, compensation, and financial plans.
  • Track and highlight key metrics such as fundamental trends & performance, financial trends & performance, key goals and initiatives with progress or status indicators, ownership of initiatives, and client scorecards.
  • Facilitate all regularly scheduled NEPC and BU meetings.
  • Document and post meeting discussion notes on designated drives or SharePoint server.

Sept 2014 – Jan 2015

 

IT Business Analyst, Worldwide Tech Services

 

 

Tewksbury, MA

  • Clarified client requirements, business needs and project objectives via feedback sessions and client meetings, in collaboration with all stakeholders.
  • Conducted business analysis, project assessment and feasibility determination.
  • Collaborated with Sales and Client Management teams, external clients, as well as Information Technology professionals to facilitate communication for successful project launches.
  • Developed project plan and training documentation to support new and established applications.
  • Led initiative to develop and maintain iCims Application (Talent Acquisition Management) for Human Resources Translated system architecture
  • Collaborated with Developers and Client Management to drive successful completion of EDI interfaces between client application and in-house ticketing system.   Assisted in implementing and testing newly created interfaces.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Managed creative projects from conception to completion while managing outside vendors.
  • Collaborated with the sales, marketing and support teams to launch products on time and within budget.
  • Coached and mentored additional staff members globally on internal application systems.
  • Provided base level IT support to non-technical personnel on a global scale within the business.
  • Managed call flow and responded to technical support needs of internal customers.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.

Jan 2010 – Sept 2014

 

Territory Supervisor, Worldwide Tech Services

 

Tewksbury, MA

  • Assisted with the corporate transition from 1 organization into 2 separate service delivery models, based on a variable workforce.
  • Managed a team of 2 local employees, and more than 275 remote technicians (including sub-contractors) to provide exceptional customer service and response time.
  • Analyzed customer requirements and service performance reports to better determine staffing needs and organizational structure.
  • Helped to identify potential Vendors to provide service to end-users.
  • Worked with Vendors, Customers, Field Technicians and internal Management to resolve escalations and issues.
  • Reconciliation of more than $100,000 in logistical assets quarterly.
  • Created MS PowerPoint and MS Excel reports on productivity, service level improvements, and various other data for presentation to senior managers Increased the effectiveness of department training, policies, and procedures through continued evaluation and updates.
  • Created written work instructions for job functions.
  • Ability to react and adapt quickly to change to meet customer needs.
  • Maintained and managed Regional payroll, vacation and requested time off schedules as well as individual training requirements.
  • Responsible for maintaining a working relationship with several Key support staff of various high profile companies.
  • Actively acted as a “backup” for the District Manager

May 2004 – Jan 2010

 

Client Services Representative Supervisor, Connextions.net

 

Orlando, FL

  •  Supervised the Pinnacle Financial Corporation account while simultaneously worked as the Co-Supervisor of the Blue Cross Blue Shield of Florida account.
  • Requested by the Client to facilitate all training and implementation of the new program.
  • Created and implemented a program for Customer Service Representatives to follow up via an outbound campaign.
  • Assisted in the design of the "Preview Dialer" in order for the representatives to successfully penetrate each campaign.
  • Reconcile time and attendance records on a weekly basis.
  • Responsible for collecting daily data via the "access database" program previously designed specifically for the client.
  • Responsible for ensuring team success of metrics via outbound dialing while developing and introducing methods to ensure/improve team productivity.
  • Ensure high level of quality and customer support during calls through monitors and coaching.
  • Continually maintain working knowledge of all company products, features and services.
  • Train new employees and monitor knowledge of the product.
  • Coordinating and training of new business projects within the Blue Cross Blue Shield of Florida Team.
  • Ensure proactive Customer Support techniques are utilized by team with a high degree of courtesy and telephone etiquette, including during difficult situations and Customer escalations.
  • Performed analysis of daily/weekly Service Metric’s reports.

Oct 2003 – April 2004

 

General Manager, Outback Steakhouse

 

Methuen, MA

  • Worked as a General Manager, Office Manager, Classroom Instructor, Key Employee, Headwaiter, Floor Trainer, Server, Bar Staff, Administration and Food Preparation
  • Work with multiple teams of varied strengths in a large, public oriented provider in the food service industry.
  • Maintain and provide continued education to both Wait and Kitchen staff.
  • Managed all aspects of staffing including, but not limited to: Hiring, interviewing, conflict resolution, scheduling, salary administration, classroom training and monitoring continued level of service.
  • Fully versed in the Restaurant Management System (RMS) software that houses all employee data, menu and pricing information critical to a smooth daily operation.
  • Thorough understanding of requirements in food preparation meeting the specifications mandated by quality control regulations.

 

Dance Instructor, New England Civic Ballet                                                                             Sept 1998 – June 2000Methuen, MA

  • Taught three levels (Beginner, Intermediate and Advanced) Hip Hop classes

Zumba® Instructor,  Northeast Dance Center                                                                            Sept 2014 – PresentMethuen, MA

  • Taught Zumba® Fitness

EDUCATION SUMMARY

Licensed Zumba Instructor 2014

Bachelor of Science Degree in Diagnostic Medical Ultrasound Technology

Barry University, Miami FL 1993

 

ADDITIONAL SKILLS

Microsoft Outlook, Excel, WordPro, Power Point, Map Point and SharePoint. Fully versed in navigating the Internet. Versed in company specific Call Management tools. Knowledgeable of ADP Payroll, Pay Systems Payroll and PC Time clock pay systems. Experiences also in working on the Aspect phone system, Report Runner and Custom View Director as well as Access data based programs.

 

REFERENCES

Provided upon request

Jan 1996– Jan 2002