accounting, Accounting Management, accounting systems, auditing, banking, billing, Budgeting, budget, business development, Business Process, business solutions, competitive analysis, CA, hardware, Consultant, consulting, Content Management, contracts, Council, CPI, client, clients, Customer satisfaction, customer service, data conversion, designing, Disaster Recovery, documentation, due diligence, engineer, Event Management, Executive Management, senior management, Financial, IBM, Imaging, Investment Analysis, invoicing, leadership, Director, managing, Management Training, market, Office, Enterprise, Network Administration, Novell Netware, organizational, personnel, processes, Process Improvement, profit, Program Management, Programming, Project Management, quality, reporting, RPG IV, sales, SAS, Six Sigma, strategic, Strategic Planning, surveys, technical sales, unique, workflow, Year 2000, Y2K
Solutions Architect January 2015 to CurrentJack Henry and Associates, Incorporated - Charlotte, North Carolina
Reporting to the Director of Technology and Security, primarily responsible for evaluation of any new technology solutions and implementation of Continuous Process Improvement (CPI) solutions throughout outsourced division.
Advisory Business Analyst April 2013 to January 2015Jack Henry and Associates, Incorporated - Charlotte, North Carolina
Reporting to the Manager of the OutLink Processing Services Project Office, primarily responsible for aiding in the revamping of all Disaster Recovery/Business Continuity Planning, and audit preparedness.
Currently acting as the Project Manager in the initiative to move all processing equipment from remote processing locations into a consolidated environment where less risk exists for all systems.
Created a customer-facing document to help guide client institutions through a disaster in the event of our facilities being incapacitated.
Senior Business Analyst April 2008 to April 2013Jack Henry and Associates, Incorporated - Charlotte, North Carolina
Reporting to the Manager of the Imaging Solutions Division Project Office, primarily responsible for assisting various business units with projects related to business development, business process management, audit preparedness, or budget and profit margin issues.
Key Achievements: Designed and managed implementation of new process that reduced sales-lead follow up from sixty days to 15 days which resulted in technical sales area achieving quota for the first time.
Researched and authored a strategic storage whitepaper that was distributed to 900+ customers and internally for a reference document.
This project had been underway for four years prior to my involvement, at which time the document was published within three months.
Implemented profitability reporting for business units to provide an accurate reporting to senior management of actual margin not available from standard P&L data.
Built extensive Return on Investment (ROI) model for ECM sales area.
This tool has led directly to multiple sales transactions being closed including a contract in excess of $500,000.
Complete semi-annual competitive analysis of other providers of similar products within our market space.
Worked with other senior level managers to re-engineer workflow, documentation, and processes to increase quality and throughput of data conversion projects.
Results have been a 30% increase in customer satisfaction, while reducing project backlog from six to two months.
Recovered more than $160k in annual billing revenue by leading a project to review billing practices of newly acquired business.
Senior Customer Relationship Manager May 2006 to April 2008Jack Henry and Associates, Inc - Charlotte, North Carolina
Managed several strategic partnerships with larger banking customers.
The primary objective of this position is to maintain the health of the relationship with the customers that contribute the highest percentage of revenue to the company.
The majority of the benefit to the customer from this program came from our annual strategic planning meeting that was held at their location with their senior management team and board of directors.
Called upon by the company's Executive Management to work with the executive management and leadership team of a client at their location in the Chicago area for three (3) months to repair a troubled relationship.
Today, this customer can be used as a sales reference for potential clients.
Upon completion of aforementioned assignment, developed a risk profile matrix that is now used for new customers.
Data Center Manager July 2001 to May 2006Jack Henry and Associates, Inc - Charlotte, North Carolina
Responsible for overall management of the data and check processing center with 30 employees and an annual revenue budget over 16 million dollars.
This center provides outsourced core processing for over 100 client financial institutions using a variety of hardware and software platforms.
Responsibilities included all personnel decisions, financial and budgetary management, audit and security, customer service and satisfaction, business continuity planning and testing, and capacity monitoring and planning.
Key Achievements: Oversaw the growth of the center from 30 to 105 customers in five years while adding two FTEs.
Reviewed and re-engineered the entire customer invoicing process that reduced the monthly billing cycles from 96 to 13 man hours per month.
This new billing process was implemented in all company data centers.
Increased customer satisfaction ratings from customer surveys by 20% over the five years.
Maintained 75 - 80% profit margin for the department through the five year growth period.
Helped recruit and develop extremely strong staff of managing, technical, and operations team that elevated standards and customer satisfaction that has continued to present.
Participated and oversaw frequent full scope audits from internal auditors, external auditors that performed a Service Auditor's Report (SAS 70), and the Federal Financial Institutions Examination Council (FFIEC).
All of the final reports from these auditing entities came with the highest rating possible given.
Special Projects Manager / Technical Support Specialist December 1998 to July 2001Jack Henry and Associates, Inc - Charlotte, North Carolina
Implemented unique business and software solutions for 300+ client banks for special needs and software customization in both a project management and programming capacity.
Special assignments by management as deemed necessary.
Key Achievements: Collaborated with clients to design business requirements and then completed programming and testing to implement custom software and business solutions.
Several of these custom programming projects were ultimately incorporated into the functionality of the company's core software.
Managed data conversion and implementation projects for clients in need of condensed timeframes to complete acquisition of another financial institution(s).
Lead team of higher level technical resources in resolution of complex customer issues that could not be resolved through normal support channels.
Personally chosen by the company's Chief Operating Officer to be inserted into the company's largest client site to be the Project Manager for the client transition from one core solution to another.
This assignment was four months in duration and ended very successfully.
This was the beginning of the current formal Project Management structure that is in place today.
Dispatched on very short notice to the company's Data Center in Burbank, CA, to replace the existing Manager.
The primary objective was to correct workflow and quality issues that were resulting in poor customer satisfaction and poor financial performance.
While at this location, our team replaced personnel in several areas, corrected errors with vendor contracts, and changed many processes and procedures that resulted in a bottom lines increase in excess of thirty (30) thousand dollars per month.
Customer satisfaction was no longer a major issue by the time the project concluded.
Projects Manager /Consultant June 1998 to December 1998ALLTEL Information Systems, Inc - Charlotte, North Carolina
Consultant contracted to external client for Project Management services.
Consulted with large steel manufacturing company in Columbus, Ohio, to create an organizational Program Management Office (PMO) including documentation, processes, procedures, and tools to facilitate required infrastructure.
Guided and participated with new PMO team members in Project Management efforts for Year 2000(Y2K) preparation.
Installation Project Manager June 1993 to June 1998Broadway and Seymour, Incorporated - Charlotte, North Carolina
Project Manager for all aspects of data conversion and implementation from competitors' solution to our core processing solutions and supporting hardware and software.
Key Achievements: Provided consulting services to over forty (40) financial institutions to implement new core banking software.
Assisted these customers in designing and implementing new accounting systems and procedures.
Designed and delivered training for multiple products and procedures for clients and employees.
Delivered various consulting services for audit and other procedural practices to improve internal controls for clients.
Managed many other projects where interfacing between technical and non - technical resources was required.
Accounting and Data Processing Manager December 1990 to February 1993Executive Park National Bank - Kingsport, Tennessee
Reporting to the Chief Financial Officer, managed daily operations for accounting and in-house data and item processing functions.
This responsibility included all balancing and reporting for the entire bank, excluding actual teller cash.
Managed the accounting for the investment portfolio, liquidity, and daily cash position.
Re-engineered and restructured operations in a downsizing environment.
Actively participated in the due diligence process as the institution was being sold.
Master of Business Administration
Bachelor of Business Administration
Disaster Recovery /Business Continuity Planning Systems Outsourcing Business Process Management (BPM) Program Management Office (PMO) Enterprise Content Management (ECM) Pfeiffer University - Charlotte, NC
East Tennessee State University - Johnson City, TN
Master of Business Administration (MBA) : August, 2009Pfeiffer UniversityNone of the classes required for this degree were taken on-line.
Bachelor of Business Administration degree : Finance, 1990East Tennessee State UniversityFinance
Lean Six Sigma trained - Green Belt Main Event Management - Model-netics Management Training RPG IV Programming Project Management Training IBM Command Language Programming Novell Netware Network Administration Asset / Liability Management Training Other Taught Investment Analysis at Gaston Community College
Special Projects Manager / Technical Support Specialist
Projects Manager /Consultant
Installation Project Manager
Accounting and Data Processing Manager
Master of Business Administration
Bachelor of Business Administration Disaster Recovery /Business Continuity Planning Systems Outsourcing Business Process Management (BPM) Program Management Office (PMO) Enterprise Content Management (ECM) Master of Business Administration (MBA) : August, 2009 Bachelor of Business Administration degree : Finance , 1990 Lean Six Sigma trained - Green Belt Main Event Management - Model-netics Management Training RPG IV Programming Project Management Training IBM Command Language Programming Novell Netware Network Administration Asset / Liability Management Training Other Taught Investment Analysis at Gaston Community College
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