IT / OPS MANAGER / PROJECT MANAGER / BUSINESS ANALYST

Technology / Operations Management / Project Management / Cross-Functional Teams

/ Operational Streamlining /
Matrix Management / Process Engineering / New Account Management / ISO 9002 Cert
ification / CRM / B2B /
Innovative, experienced, and systems inclined IT Professional with almost 17 yea
rs of diverse experience in directing full continuum project development and eme
rging technology. Highly analytical with demonstrated ability in providing compr
ehensive system analysis, detail design, as well as development and integration
of operating policies and short- or long-term workforce plans. Equipped with sys
tem development aptitudes that include requirement definition/evaluation, design
, full system construction, testing, and support. Exceptional project leader wit
h a knack for coordinating and directing all phases of project-based efforts whi
le motivating and guiding teams. Demonstrate results-driven performance in envir
onments where functional responsibilities have been aligned to business and prof
it strategies. Areas of key strengths include:
* Team Performance Management - Demonstrate strong and effective leadership and
training skills; assist and motivate employees in achieving company goals and ob
jectives
* Program Operations and Administration - Develop and implement systematic proce
sses and practices to improve corporate and administrative functionality and ada
pt to new technologies, markets, and challenges
* Strategic Planning - Applied expertise in evaluating problems, identifying app
roaches and tactics, and developing decisions by allocating resources to achieve
project and organizational goals
* Process and Quality Supervision - Produce, and maintain high-quality solution
s within timeframe, budgetary and performance standards
________________________________________ TECHNICAL ACUMEN ______________________
__________________
Management Database /
Business Intelligence Software Oracle RDBMS; Cognos; Mainframe Repositories (Exp
erian, Household International and SPS Payment Systems); Mainframe Financial Ser
vices Account Management Systems (SPS Payment Systems and Household Internationa
l); Mainframe Financial Services New Application Systems (SPS Payment Systems an
d Household International); Call Center ACD Monitoring Systems (SPS Payment Sys
tems, JC Penney Telemarketing, and Household International); Call Center Auto Di
aler Outbound Call Systems (SPS Payment Systems and Household International); Cr
edit Card "Cloud" Network Systems (SPS Payment Systems); Mainframe Order Fulfill
ment and Customer Service Systems (JC Penney); Lotus Notes Database (Alternative
Resources Corporation); Web-based Property Management and Accounting Software (
Real Property Management)
Operating System UNIX, LINUX and Microsoft Windows
Microsoft Office Applications Word, Excel, PowerPoint, Access and Project
________________________________________ PROFESSIONAL EXPERIENCE _______________
_________________________
Real Property Management / Layton, UT
MANAGER OF TRAINING AND IT SUPPORT 2008-Present
* Oversee all aspects of franchise training and development for 140 office franc
hise owners and their employees
* Direct internal project to build a comprehensive corporate-wide website follow
ing guidelines in search engine optimization (SEO); manage automated lead genera
tion and tracking process, integrate proprietary property management and account
software, and improve communication with franchise offices
* Evaluate and administer current corporate and field operational processes; dev
ise strategic ways to minimize costs, errors, and manual handling while increasi
ng efficiencies and providing consistent results
* Collaborate with franchise offices to restructure their procedures and recogni
ze best practices
* Write and implemented operations' training manuals and courses, facilitate ong
oing site audits and field support visits, as well as develop online training co
urses
* Develop online and interactive operations training courses for franchise emplo
yees, which is a cost saving measure in the travel lodging expenses of instructo
rs
Experian / Schaumburg, IL
PROJECT MANAGER OF AUTOMOTIVE GROUP 2005-2008
* Spearheaded all facets for customized, complex, and multi-business unit soluti
ons that drive revenue growth from a hundred thousand dollars to more than a mil
lion dollars annually
* Accounted for the project's technical direction based on client's business req
uirements/needs
* Assumed full responsibility for the entire lifecycle of solution brainstorming
sessions along with internal and client project status meeting from development
to implementation
* Demonstrated knowledge on Project Management Institute tools and techniques to
efficiently manage, track, and evaluate projects
* Engaged in client sales calls/visits as Experian's operational subject-matter
expert
* Functioned as a resource person for all clients, customers, vendors, and inter
nal stakeholders
* Maintained collaborative working relations with key client contacts at various
levels
DATABASE SUPERVISOR-Citibank and Open Systems Areas 2002-2005
* Selected to assume a position in the internal committee responsible for develo
ping corporate-wide project management standards, tools and methodology, as well
as internal training program and certification process
* Oversaw all development and day-to-day operations for Citibank Phase database
generating $6.1M and five financial services databases generating more than $6.6
2M in revenues (Fiscal Year 2004)
* Performed human resources and personnel development duties, including prepari
ng performance reviews, setting individual/team goals and action plans, addressi
ng HR issues, as well as assisting in hiring and discharging decisions
* Handled all production activities associated with Citibank Phase, Advanced Sel
ect for Homeowners (AHO), Advanced Select (ASD), Bank of New York, Dow Jones, an
d Zones Databases
* Supervised Citibank Phase team consisting of 6 members and Open Systems Team w
ith 11 members consisting of project managers, technical analysts, tool speciali
sts, Oracle DBAs, and UNIX/mainframe developers
* Administered Citibank and OS production teams and ensured timely completion of
critical tasks within scope and budget
* Developed and implemented the use of tracking logs and procedures to recognize
recurring issues, track progress in improvement areas, and provide a reference
document for the team
OPEN SYSTEMS PROJECT COORDINATOR 2000-2002
* Played an integral role in growing the Advanced Select Homeowner database reve
nues from its inception to $1.8M (Fiscal Year 2004); managed all development and
production tasks for the Advanced Select for Homeowners Databases, including th
e monthly database builds and extract processes
* Administered discussions, tasks, and projects to resolve issues related to two
shared databases (AHO and ASD)
* Interfaced with various levels throughout Experian and to key client contacts
to discuss business, legal, and technical impact
* Worked in collaboration with Open Systems team, clients, and UK development te
am to enhance and optimize the current product offering
Associates Commerce Solutions / Deerfield, IL
MANAGER OF NEW CLIENT BOARDING RETAIL CREDIT SERVICES 1999-2000
* Leveraged the inventory of $15M annually in forms, including plastics, card c
arriers, security agreements, applications, statement paper, and miscellaneous
inserts
* Supervised and organized the workload of two form administrators and one forms
analyst
* Liaised between print vendors, card embossing, and statement production facili
ties
* Resolved daily issues, such as form shortages, shipment delays, new program st
artups, and inventory discrepancies
* Evaluated internal and production facility reports and developed spreadsheets
to monitor and trigger at critical reorder points
________________________________________ EARLIER CAREER ________________________
________________
Household International / HRS West Wood Dale, IL / HFC Elmhurst, IL
COLLECTIONS UNIT MANAGER 1998-1999
Alternative Resources Corporation (Headquarters) / Lincolnshire, IL
OPERATIONS SUPPORT (OS) HELP DESK MANAGER / OS NATIONAL ACCOUNT MANAGER 1996-19
98
SPS Payment Systems / Riverwoods, IL (Headquarters) Layton, UT (Ops Center)
CONSUMER CREDIT OPERATIONS REPRESENTATIVE 1995-1996
CLIENT SERVICES REPRESENTATIVE 1994-1995
UNIT MANAGER 1993-1994
UNIT SUPERVISOR 1991-1993
________________________________________ EDUCATION _____________________________
___________
Master of Business Administration
Keller Graduate School of Management / Schaumburg, IL
Bachelor of Science in Business Administration and Management
Weber State University / Ogden, UT
________________________________________ PROFESSIONAL DEVELOPMENT ______________
__________________________
UNIX Fundamentals * Cognos Basics * SDLC/Project Management Methodologies and To
ols at SPS Payment Systems, Alternative Resources Corporation, Household Interna
tional and Experian * ISO 9000 Certification Training at Alternative Resources
and Experian * Line Management and Train the Trainer Courses at SPS Payment Sys
tems, Household International, and Experian * Post Graduate Applicable Courses (
Info Systems in Management, Strategic Staffing, Leadership and Org Behavior, and
Legal Political And Ethical Business Management)