IT project manager with broad based experience who is well versed in analyzing and mitigating project risk and finding cost-effective solutions. Excels at boosting project performance and productivity by gaining a common consensus, establishing realistic goals, and enforcing deadlines.
CRM Design & Deployment
IVR Design & Deployment
Website & Mobile Application Development
BCP / DRP Planning
Costing & Budgeting
Team Building & Mentoring
Project managed the redesign of BCBS Provider website applications to Responsive Design including development and deployment of the BCBS Provider mobile application.
Led a cross functional team of business analysts, systems analysts, vendors, and other project resources in the development and implementation of IVR, CRM, and enterprise contact center reporting applications.
Conducted design requirement meetings with the business to determine CRM data collection parameters and objectives
Conducted design meetings with stakeholders, CRM vendors, and BCBSM IT resources to architect customized CRM solution
Managed RFP / RFQ process to select CRM vendor and develop a statement of work
Developed and implemented project plan for successful deployment of Verint Impact 360 CRM application suite (QM, DPA, WFM, CF)
Project lead for the design and implementation of call center and IVR disaster recovery plan.
Project lead for pilot, design, and deployment of Exony VIM9 IVR / Call Center Enterprise Reporting Solution
Led a cross functional technical team responsible for fulfilling a multi-year contract to perform IT infrastructure upgrades at 75 Detroit Public Schools. Responsible for the allocation of resources to ongoing projects, and enforcing project deadlines.
Project managed the requirement and design phase of the DPS website to Responsive Design. Drafted RFP and RFQ for website deployment vendor selection.
Developed accurate installation estimates and drafted project resource plans for the installation of three new data centers for the Detroit Medical Center. Led the IT team that installed cabling infrastructure, and associated equipment per client specifications
Project manager responsible for implementation of global WAN deployments, upgrades, and trading partner EDI implementations.
Designed and deployed global WAN management system using HP Openview.
Managed 5 person local IT team responsible for systems development, implementation, capacity planning, operation, monitoring, and evaluation of LAN / WAN and telephony systems.
Responsible for short and long range planning for the technology infrastructure
Project lead for the outsourcing transition of Textron Automotive data infrastructure and voice services.
Responsible for establishment of standards for network and telecommunications infrastructures.
Responsible for systems development, implementation, capacity planning, operation, monitoring and evaluation of wide and local area networks and IP telephone systems.
Directed operation of WAN services for 34 remote manufacturing plants
Supported deployment of PeopleSoft ERP application suite
Provided project management leadership for development of the Disaster Recovery / Business Continuity plan.
Oversaw and participated in all DR and BCP testing phases for IT and Core Business Unit teams to ensure timely recovery in the event of a disaster
Established a comprehensive DR testing schedule and oversaw the coordination of all testing processes and resources
Provided leadership for the development, coordination and maintenance of all business contingency plans and mapping changes to IT specifications and SLAs to ensure the continued ability to recover in the event of an unforeseen disruption to facilities, technology systems or applications
Ensured fiscal responsibility by adhering to financial policies, evaluating return on investments, controlling costs and project budgets. Managed and developed direct reports through the performance management process and ongoing coaching and career discussions Ensured that direct reports and vendors maintained a strong understanding of all key practices, standards, policies and regulatory requirements and acted in accordance with them.
Six Sigma Certified
Agile / SCRUM Certified
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