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Lead Capital Insurance Group project management development efforts based upon user requirements for
supported insurance offerings in California, Nevada, Arizona, Oregon, Washington, and Idaho
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Duties Include:
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• Sole Project Management responsibilities for the entire Personal Lines book of work at Capital Insurance,
a body of work that historically was managed by three project managers
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• Building an Application Development team in Reno, NV
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• Implementation of a global Project Management methodology improvements program that included operationalization of
Microsoft Project Server and processes that improved resource scheduling forecasting by 55%, and formalized issue and risk reporting
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• Implementation of a multi-tier Help Desk solution that included designing an automated ticket tracking system, and
process improvement program that has led to a 90% reduction in past due tickets and a 50% reduction in open tickets
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Contractor position with the State of Nevada Department of Health and Human Services, Early Intervention (IDEA)
Part C program responsible for the development of a new IDEA Part C web-based application
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Duties Included:
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• Organizing non-technical end-users in the gathering, identifying, defining, and documenting of requirements for
a new information technology solution
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• Responsible for project control of time, resource, cost control, communications, and status reportingV
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• Define technical specifications for the development team and lead the development team through the entire
software development lifecycle
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• Coordinate necessary information technology support requirements from existing State of Nevada Department of
Information Technology and Health and Human Services Information Technology teams in a timely manner
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• Build new SQL Server database and tables, and create electronic transformation processes from the existing SQL 2000
solution to the newly created SQL 2008 solution
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• Conduct end user training, build technical and user documentation
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Recruited to reengineer and lead global technical team in managing the Certificate of Authentication (COA) group to increase
customer satisfaction, reduce support costs, refresh the hardware in the 75 facilities located in 30 countries, and rewrite
the primary COA application. Supervised and developed staff of 30 professionals and vendors located in the United States,
China, India, and Ireland to support this $17 billion business.
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Upon completion of the reengineering of the COA team my responsibilities increased to include leadership of the networking,
infrastructure, database administration/business intelligence, support desk, and data center groups. Through management of
manager’s customer satisfaction increased, continuous improvement projects reduced the number of support incidents, and reduced
support costs for the 650 Reno based internal Microsoft Licensing end users and numerous global external customers
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Selected Achievements:
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• Reduced the Certificate of Authentication application’s service requests by 90% (2,000 + Siebel incidents per month to
under 200) in 18 months through the execution of ITIL Problem Management best practices and focused Root Cause
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• Information Technology leaders responsible for the reengineering of the Reno based information technology to an ITIL
structure including redefining the a team of 50 support personnel’s job roles and responsibilities and implementation of
ITIL v2 then V3 best practices that covered service transition, service management, and service design
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• Achieved a 55-point increase in customer satisfaction levels with the Microsoft Licensing’s information technology organization
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• Project Manager for the relocation of Microsoft Licensing’s primary production Data Center to a highly resilient hosted
solution. This $10 million project was brought in on time, on budget, with the promised deliverables
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• Data Center Manager responsible for all facets of 24/7 operation with 99.9999 uptime requirement that processed over $30
billion of revenue annually
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• Realized an internal customer satisfaction rating over 95% favorable and closure of 98% of service requests within SLA
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• Recipient of Microsoft’s FY10 Gold Star award winner for improving employee satisfaction
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Established and delivered the redesign of the extraction, transformation, and loading of collect data into a newly designed
data warehouse, data mart, and business intelligence solution. Responsibilities included the ownership of the networking,
infrastructure, database administration, help desk, data center teams in alignment with corporate objectives
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Selected Achievements:
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• Lead the reengineering of the network and data storage infrastructure through implementation of cutting-edge 64-bit
clustering and storage area network technologies that enabled Mosaic to reduce business intelligence process time by 80% and
saving over $1 million dollars in software licensing fees
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• Launched business continuity and disaster recovery programs following 9/11 that included designing and building a cost
effective hot site complete with SAN-to-SAN replication of data aligned with business defined recovery time objectives and
recovery point objectives
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• Conceptualized and developed a geographic information system (GIS) solution that increased efficiency and reduced field costs
by $3 million annually through optimized routing of remote field collection agents
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Startup activities related to building an entire information technology department from the ground up. Activities include
automation of each golf course with point of sale solutions, collection of golf course sales and operation data into a centralized
accounting, financial, budgeting, and human resource management solution. This information was then feed into custom-built business
intelligence system that enabled executive management to obtain daily and on demand analytics critical to the successful operation
of the business
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Selected Achievements:
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• Implemented a point of sale system that automated golf course, tee time, merchandising, and banquet operations at all 25 golf
course
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• Creation of an information technology organization that included data center, telecommunications, application, data
administration, and support groups
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Founder of a consulting firm that specialized in Client/Server, AS/400, and IBM Mainframe solution primarily in the banking,
healthcare, and service industries. Other services included major system conversions, customized system development, system
integration, and deployment
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Selected Achievements:
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• Ownership of OASYS led to the development of my marketing, sales (pre and post), customer satisfaction/dispute resolution,
collection, payroll, tax, people development, recruiting skills, and general business skills
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• Implementation of Novell, Microsoft, AS/400, IBM Mainframe platforms
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