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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● 217-840-3809 ●


Project & Program Manager / Systems Service Delivery Manager


Systems Analysis & Optimization Operations Infrastructure Management

Process Automation Training & Team Leadership Vendor Relations & Management




         Seasoned background in software development, project leadership, information systems management, network and system administration, IT security, end user support, and systems analysis.

         Offer substantial project management experience with the ability to create plans and schedules, allocate and coordinate resources, and facilitate flawless delivery within timeline, scope, and budget constraints.

         Adept at directing mission-critical projects and leading teams in implementing solutions which advance business growth, productivity, and competitive positioning for major organizations.

         Skilled at strategic planning, vendor management, executive relations, and leveraging appropriate project and delivery methodologies to optimize outcomes.

         Advanced capabilities in troubleshooting, diagnosing, and efficiently rectifying technical issues.

         Leverage interpersonal skills to forge effective relationships with vendors, clients, and team members.

         Constantly focus on optimizing system performance, reliability, usability, scalability, and security.


Professional Experience


TEKsystems, Bloomington, Illinois, 2015 to Present

Project Manager

         Apply significant project management expertise toward delivering multiple time-sensitive projects for nationwide insurance provider.

         Generate project plans, schedules, artifacts, deliverables, health/status reports, and RAID logs, and proficiently navigate each project throughout PMLC / SDLC life cycle.

         Develop training plans, administer training when required, and oversee resource management, expense control & tracking, client relations, transition plan, change management, and troubleshooting.

         Direct, mentor, motivate, and supervise high-performing team members throughout all facets of planning, design, development, and deployment phases.

         Facilitate stakeholder/executive steering committee meetings including creating and updating high-level overview slide decks and agendas.

         Diligently maintain system architecture design and documentation integrity, foster cooperative stakeholder relations through transparent communication, and actively participate in hiring process to onboard and/or replace team resources.

Key Projects:

         Streamlined and accelerated claim reporting process by reducing number of hand-offs on first notice of loss (FNOL) claims.

         Implemented Cisco Contact Center (ACD) telephony solution across three claims units to considerably enhance reporting capabilities, call monitoring, and metrics tracking.

         Consolidated multiple claims field support staff locations nationwide into single department to generate substantial savings.

         Orchestrated research, selection, and implementation of automated solution to transmit appraiser assignments more efficiently and effectively.

         Converted system-generated customer claims documents from legacy system to cutting-edge document generator application.


Continued ►



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Netech Corp., 2014 to 2015

Project Manager

         Shepherded comprehensive enterprise VoIP telephony conversion for State of Illinois including project plan, schedule, deliverables, artifacts, status reporting, end user training, and stakeholder relations.

         Steered seamless migration of 30,000+ endpoints across 100+ agencies (375 locations) state-wide to Cisco Unified Communications.

         Held weekly executive meetings, administered project change orders, and authored transition plan.

         Aligned, mobilized, and directed project teams through deployment and cutover process.

         Project-managed systems infrastructure development to host and support State of Maryland Healthcare Exchange application and website; created schedule, delegated tasks to team members, prepared transition plan, performed status reporting, and managed resources and vendors.


TEKsystems, Bloomington, Illinois, 2012 to 2014

Project Coordinator

         Executed large enterprise project to deploy Cisco Unified Communications across multiple locations nationwide including oversight of project plans, schedule, status reports, and deployment strategy.

         Cultivated, nurtured, and maintained productive relationships with vendors and business partners to ensure forward-moving, quality-focused, and cost-effective efforts.

         Guided project teams through go live process during established cutover window, and emphasized adherence to formal system architecture design documents, standards, and procedures.

         Interfaced with business and application architects to ensure accurate and timely deliverables, and helmed post-deployment migration and stabilization efforts.


University of Illinois Employees Credit Union, Champaign, Illinois, 2001 to 2012

Information Technology Director 2007 to 2012

         Spearheaded planning, installation, and support of all enterprise technology initiatives as integral member of senior management team.

         Formulated annual department budget and directed numerous improvement projects including corporate helpdesk software, CRM system, VoIP system, accounting software, and complete migration of credit union s data following merger with IBEW Local 601.


Information Technology Manager 2003 to 2007

         Governed full-scope IT operations encompassing credit union website, staffing, banking applications, software upgrades, migrations, network/system security, and change management.

         Established IT department including hiring personnel and standardizing policies and procedures.

         Instituted corporate intranet, deployed electronic transaction image archival tool, implemented paperless solution for member/customer transactions, and deployed Courtesy Pay application.


Systems Administrator 2001 to 2003

         Held critical accountability for entire technology systems, network infrastructure, and phone system organization-wide including procurement, process automation, backups, and report preparation.

         Purchased and deployed servers, network appliances, and user workstations across multiple branch locations while consistently ensuring strict budget compliance.

         Championed several systems and operations enhancements to achieve and sustain 99.9% uptime.

         Proactively implemented state-of-the-art hardware and software to reduce system downtime to <1%.



B.S., Business Administration, Franklin University




Cisco networking (VPN, PIX/ASA, NetApp, RADIUS), Windows O/S (all versions), NT/2000/2003/2008 Server, Microsoft Terminal Services, Microsoft Exchange, Microsoft SQL Server, Microsoft Office Suite (Access, Excel, Outlook, Word), VB Script, VBA, Active Directory, VoIP, ShoreTel, SolarWinds, QRadar, VMware, Microsoft Project


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