Project Manager/Senior Business Analyst   Exceptional project management, analytical, and problem solving skills.  Deep knowledge of data and process flows and dependencies/interrelationships.  Outstanding communication skills.  Proven client focus and ability to manage a broad range of projects through development life cycle.

Teleperformance, USA, Boca Raton/North Lauderdale, FL 2015 to Present

Microsoft Office 365 Support Engineer

n     Provide Tier One and Tier Two Technical Support, troubleshooting and product knowledge transfer to Microsoft Outlook and Microsoft Office 365 Exchange Online customers via telephone and email utilizing Microsoft Customer Assistance Portal (CAP) Service Request tracking and management system, Microsoft ViewPoint software, Microsoft Visual Knowledge Base (VKB), Microsoft Remote Connectivity Analyzer (RCA), Microsoft Office Configuration Analyzer Tool (OffCAT V 2.0), Microsoft Support and Recovery Assistant (SaRa), Microsoft Azure PowerShell, MX Toolbox web site.

n     Conduct remote desktop viewing sessions with customers utilizing LogMeIn Rescue web site.

n     Assist and guide customers in configuring, troubleshooting and repairing Domain Name System (DNS) entries: MX (Mail Exchanger) Records, CNAME Records, autodiscover, TXT Records; Hybrid environments; email Migrations from On-Premises and Third Party Hosted Exchange Server and other Third Party email (e/g, Gmail).

n     Ensure accurate Microsoft Outlook, Microsoft Office 365 Exchange Online, Microsoft Active Directory (AD)/Directory Synchronization tool, Windows Active Directory Federation Services (ADFS) and Microsoft Azure PowerShell product knowledge transfer, troubleshooting, timely issue resolution and documentation, swift follow up, a high level of customer satisfaction and multitask in a fast-paced office environment with a high degree of attention to detail, utilizing highly developed client facing soft skills and verbal and written communication skills.

McGraw-Hill Customer Experience Group Agent

n     Provide technical support to instructors, students and McGraw-Hill Sales Representatives for McGraw-Hill online education products, including, but not limited to: Connect, LearnSmart suite (LearnSmart Advantage, SmartBook, LearnSmart Achieve, LearnSmart Labs), MH Practice, Tegrity, Create, Online Learning Center (OLC), EZTest Online, GDP 11, SKB, Medisoft, SimNet, TestGen, SpringChart, APR, NutriCalc, PHILS, Medaphys, Megastat, ACTIVsim and Connect/MH Campus integration with Learning Management Systems (LMS) such as Blackboard, Canvas, D2L, Moodle, Sakai and Angel with 100% Customer Satisfaction (CSAT) rating.

n     Rapidly assimilate product knowledge capital for over 20 McGraw-Hill online educational software products and the Third Party software products with which they integrate.

n     Conduct remote interactive support sessions utilizing Cisco WebEx.  Log, document and track inquiries, issues and defects to closure utilizing Salesforce.com CRM tool and Atlassian JIRA.

Computer Solutions & Software International, Inc. (CSSI) Coconut Creek, FL2009-2012

Project Manager

n     Managed client relationships and expectations.  Managed projects throughout development life cycle (inception to implementation).  Tracked, monitored and managed project issues and action items to closure.

n     Created Statement of Work and Scope of Work (SOW) documents including Level of Effort (LOE) and cost estimates.  Managed the Change Control/Change Request process.

n     Managed all aspects of contractor onboarding, off-boarding and provisioning at client site.

n     Conducted web meetings/web training sessions utilizing Citrix GoToMeeting and onsite training sessions, reviewed and edited User Manuals prior to publication.  Utilized PowerPoint for product demos and training sessions.

n     Conducted defect triage session web meetings with remote offshore development teams and clients at client site to expedite the production and testing defect resolution process.  Tracked and managed Testing and Production defects to closure using Atlassian JIRA, Mercury Quality Center/Mercury Test Director and internal proprietary tools.  Supported User Acceptance Testing (UAT) and coordinated activities of client user and IT teams and CSSI development teams.

n     Facilitated Joint Application Design (JAD) Sessions both at client site and remotely, Gathered and documented Business Requirements, Data Conversion and Interface Requirements, and Business and Data Process Flows, published Business Requirement Documents, reviewed and edited Functional Specification Documents prior to publication.

n     Represented CSSI in Infrastructure Status meetings, partnered with client resources to configure and customize software to customer business requirements and establish server backup schedule.

 

MBG Expense Management, LLC, New York, NY2008-2009

Project Manager/Senior Business Analyst

Manage Client, Vendor, Partner ,and Third Party Global Bank relationships and expectations at this Telecom/IT expense management company offering hosted/on-demand (ASP/SaaS) and outsourced solutions for IT and telecom provisioning, inventory management, invoice processing and chargeback.  Manage projects throughout development life cycle (inception to implementation)

n     Managed remote, global, cross functional teams; Hosted teleconferences and web demos with stakeholders utilizing Cisco Webex; Managed project plans; Tracked, monitored and managed project issues and action items to closure.

n     Gathered and documented business requirements, business and data process flows; Conducted circuit type analysis; Analyzed and documented interface and file transmission requirements, including EDI, AP, GL, Banking and ERP systems (e.g., SAP); Configured provisioning and inventory applications to clients’ requirements; Managed User Acceptance Testing (UAT) and coordinated clients’ responses to development team.

n     Researched, analyzed, tracked, monitored and managed vendor billing issues to resolution.

n     Project Management clients included: Nortel, AMD; Corporate clients included: International Paper, Ford, Volvo, Avis, Dow Jones, Barclays Capital, Marsh McLennan, JP Morgan Chase, Citigroup, Aon, MetLife, Microsoft, Nomura, KBR, Black & Decker, Home Depot, Fujifilm, Norfolk Southern.

BusinessEdge Solutions, Inc./EMC², New York, NY2006-2008

Senior Business Consultant

Merrill Lynch Global Wealth Management Online Redesign.May 2007-December 2007

n     Gathered and documented high level and detailed business requirements and sub-requirements, business process flows (Visio diagrams) and business rules; conducted competitive research and analysis; interviewed key stakeholders; reviewed current state business and systems documentation; collaborated with User Experience team to generate wire frames; tracked, monitored and managed issues and action items for project to integrate and enrich online client experience for Global Wealth Management division of Merrill Lynch.

Honeywell International Demand Management Function Design. March 2007-April 2007

n     Designed business processes and authored process guide for new Demand Management function to track, capture, forecast, manage and report on demand for goods and services from Global Technology Services.

Citizens Bank Regulatory Risk and Compliance Management.February 2007-March 2007

n     Re-factored Process Flow Diagrams for Regulatory Risk Control Self-Assessment process to align with requirements matrix and impose traceability; generated Use Cases for processes of Managing Regulatory Exams, Managing Regulator Relationships and Managing Training Program.

Merrill Lynch Client Data Servicing Current State Assessment.January 2007-February 2007

n     Created Cross Functional Swim Lane Process Flow Visio Diagram for Client On Boarding process, depicting stewardship of data across the process.

Wachovia Corporate and Investment Bank Current State Analysis, Future State Analysis, Gap Analysis, Roadmap, and Roadmap Implementation Support for Human Resource Position Management, Incentive Compensation Planning and Budget Forecasting System.                                                        July 2006-December 2006

n     Reviewed business and systems documentation; interviewed key stakeholders; developed Cross Functional Swim Lane flow chart Visio diagrams of high level current state business process flows; gathered, documented and classified high level functional business requirements for future state; identified, documented and classified gaps; translated requirements and gaps into objectives, recommendations and initiatives.

n     Conducted Interface, Dataflow and Integration Point Analysis; gathered, analyzed and documented details and metrics encompassing over 20 integration points to position management system utilizing Mercury TestDirector 8.0; developed Visio diagrams of Current State Data Flows, Future State Data Flows, and High Level Table Mappings of Current State reconciliation and data synchronization processes; prioritized interfaces in terms of importance to and impact on implementation of new system and workflows; published observations and recommendations.

 

UBS Global Equity Research Disclosure and Disclaimer System Current State Assessment.                            September 2006-October 2006

n     Developed UML Activity Diagrams of workflows and data flows for business processes and systems providing suppression and disclosure information to Global Equity Research systems.

 

Conducted market research into Securities Lending product and vendor landscape.                            January 2007-February 2007

n     Created vendor/functionality matrix of vendor companies, products, key capabilities and differentiators.

 

AXA Financial/EQUITABLE,  New York, NY 1975–2005

Lead Business Analyst, Legacy Compensation Systems (2004–2005); Human Resources and Compensation Systems (2003–2004)

Managed project to implement enhancements to agents pre-contract processing for 1,700 agents and 85,000 agent policy relationships throughout all phases of Development.

n     Conducted analysis and developed data, process, and job flow chart Visio diagrams.  Created batch schedule and predecessor/successor relationships, ensuring functional processes, web server startup and shutdown, and database backups were independent of  processes sharing web server and Oracle database.

n     Designed table descriptions, record descriptions, table refresh and history/audit trail process.  Directed developers to ensure requirements were understood and implemented.  Managed changes to requirements and responded to business users by clarifying how processing worked.

n     Managed unit, end to end and operational readiness testing, created end to end test procedural script.

n     Coordinated creation and testing of MQ Roma File Transfer Facility queues.  Created implementation checklist, including PowerPoint for turnover to Application Continuity and Production Support.

Managed business analysis and programming of new product introductions for sales force compensation systems.  Directed programmers and balanced business requirements with necessary program changes.

n     Designed and delivered short-term tactical and long-term strategic solutions to compensate sales force for a new “High Profile Individual” product, resulting in quicker time to market for the product.

n     Directed programmers to remediate shortcomings in record balancing for external system data feeds for Sarbanes-Oxley compliance.  Established specifications for record balancing processes, including dates, record counts, and financial amounts.

n     Worked closely with outsourcing vendors to clarify specifications for annuity product portfolio data.  Key point of contact on data and data mapping issues.

 

Gathered, analyzed and defined business requirements for Field Compensation System paying upwards of $60M in bonus payments to over 4,000 agents annually.  Identified and tracked questions and issues and ensured timely resolution.

n     Led and organized review and signoff for business requirements and technical design documents.

n     Created and maintained implementation checklist.

n     Trained, mentored, and coached team members through complex production problem resolutions to transition production support responsibilities to Production Support team.

n     Attended training in Use Case Methodology using UML and created prototype Use Case for proposed utilization within department.

 

Lead Application Developer, Infrastructure and Architecture Team, Human Resources and Compensation Systems (2000–2003)

Managed migration of  Domains, DASD, Database Instances and Schemas, Filesystems, Code Bases, and File Transfer Facilities.  Transitioned from Sun E10K to Sun SF15K, including upgrade of operating system to Solaris 2.8, against rapidly and continually shifting requirements and overlapping and intensely aggressive deliverable schedules.

n     Coordinated activities of UNIX SAs, DBAs, Technical Architecture, Production Support and Operations, TSM Team, Capacity Planning, IT Support Staff and Interfacing IT Areas in multiple schemas in overlapping environments and domains.  Met aggressive deliverable dates.

Consolidated operating environments on new SF15K and facilitated decommission of E10K, resulting in cost savings for the company.

Managed and monitored production implementation and production support activities for both mainframe and client/server sales force compensation systems.  Represented HR Ops Comp and HR Ops Comp Infrastructure/Architecture teams.

n     Primary conduit between Infrastructure/Architecture and UNIX SAs, DBAs, Technical Architecture, Production Support and Operations, TSM Team, Capacity Planning, and Interfacing IT Areas.

n     Designed, maintained, and streamlined flexible component-based batch architecture and cross-platform scheduling for production processing, reducing breakpoints and creating reusable template.  Managed Operational Readiness Testing of batch schedule.  Created and maintained UNIX Korn Shell Scripts and MVS JCL for production processing.

n     Managed, planned, monitored, and projected usage and allocation of development, testing and production system resources.

n     Enhanced business continuity initiative.  Created procedural scripts,  identified data requirements, and provided off-site support during Disaster Recovery Drills.  Developed and implemented backup and archival strategy based on business users requirements.

n     Negotiated Service Level Agreements (SLA).  Managed remediation of production problems with developers, business users, DBA’s, Production Support and UNIX SAs.

Lead Application Developer, Agency Compensation Systems (1984 - 2000)

n         Directed two employees and two consultants for Year 2000 retrofitting of the Product Compensation System, supporting approximately 1.5M policies with annualized premiums totaling $1B.

n         Technical Liaison to Data Center for security, storage, archival, and software issues.  Provided orientation to new employees and consultants on standards, naming conventions, security, and business environment.

n         Performed analysis of Policy and Commission data and processing in both the Initial and Deferred Commission Systems;  Enabled the porting of data and processing to the PCS System, facilitating the decommissioning of Initial and Deferred Commission Systems, with significant cost savings for the company.

n         Mentored team members and performed knowledge transfer with respect to Product Compensation System processes.

n         Performed major analysis, design, coding, and testing on Reinsurance Administration System, Additional Replacement Compensation System, Orphaned Policyholder Information System, Face Amount Commission Enhancement System, Prepayment and Lookback System, Product Compensation System.

n         Local Security Administrator; leveraged profile feature of CA-Top Secret to streamline access maintenance and administration.

n         Designed, documented, and delivered automated facility for locking department source code within the CA-Librarian facility, including security and audit trail features.

Technical Staff Assistant, Small Group Insurance Department (1981–1983)

Staff Assistant to Vice President of Small Group Insurance Underwriting and Administration Department (approximately 200 people).  Key point of contact with IT, Administrative Systems, and Claims Systems.

n         Reviewed program specifications for claims system in third-party software package and identified custom changes required prior to implementation.

n         Analyzed, assessed, designed, and streamlined departmental workflows and procedures.  Collected and published departmental productivity metrics; streamlined collection and publication of same.

n         Designed and delivered training in medical underwriting and MIB (Medical Information Bureau) coding.

Underwriter, Small Group Insurance Department (1975–1981)

 

BA, Economics, State University of New York at Stony Brook, Stony Brook, NY

Baruch College, Continuing and Professional Studies, New York, NY, Course work: Project Management; Advanced Professional Project Management

Microsoft Office 365 Exchange Online, Microsoft Outlook Web App, Microsoft Exchange Admin Center, Microsoft Outlook, Microsoft Customer Assistance Portal, Microsoft ViewPoint, Microsoft Visual Knowledge Base (VKB), Microsoft Remote Connectivity Analyzer (RCA), Microsoft Office Configuration Analyzer Tool (OffCAT V 2.0), Microsoft Support and Recovery Assistant (SaRa), Microsoft Active Directory (AD) and Directory Synchronization (Dirsync), Windows Active Directory Federation Services (ADFS), Microsoft Azure PowerShell, MX Toolbox, LogMeinRescue, Cisco Webex, Citrix GoToMeeting, Atlassian JIRA, Salesforce.com, Mercury Quality Center and Mercury TestDirector, MS Project, MS Office, Visio, LiveLink, SharePoint, COBOL, PVCS, UNIX Korn Shell Script, MVS JCL, IMS, VSAM, DataVantage, Vision:Report (QUIKJOB), Lotus Notes, Paradox, FileAid, CA-Unicenter Service Desk, CA-Librarian, CA-7 Scheduler, CA-Top Secret, CA-Intertest

Tropical Sands Christian Church, Palm Beach Gardens, FL 2016 to 2019

Deacon Coordinator

Manage service schedule for deacon team, maintain contact information and service schedule for deacon team, greet and hand out church bulletins to congregation and new visitors entering the church for services, serve during services.

Jupiter Inlet Lighthouse and Museum Sea Fest for Kids, Jupiter, FL February 2016

Charity Event Musical Coordinator

Coordinated the participation of 11 primarily amateur musicians in Sea Fest for Kids charity event to benefit Jupiter Inlet Lighthouse and Museum.  Acted as liaison and primary point of contact between musicians and event staff.

Tropical Sands Christian Church, Palm Beach Gardens, FL 2015 to Present

Praise and Worship Team Member

Member of Worship/Praise band.  Perform Contemporary Christian Rock music and assist in leading worship at up to six services per week.  Perform acoustic Country/Bluegrass Gospel music and prepare room seating, music stands and music books for weekly Saturday evening Acoustic Worship/Gospel Jam and monthly Sunday evening vespers at local subsidized senior living facility.

Fluent in German both oral and written; conversant in Spanish oral and written

Project Management Institute (PMI):

Member, New York City Chapter (PMINYC)
Member, South Florida Chapter
PMI Special Interest Group (SIG) Memberships: Consulting; IT and Telecom

Member, New York City Software Process Improvement Network (NYCSPIN); NYCSPIN Requirements Management SIG