University of North Carolina at Greensboro

Collin County Community College

Bank of America Document Management Technology

Dallas, Texas, United States

Manages large, cross-functional teams in the planning and implementation of multiple complex programs/projects across the Legacy Asset Systems’ Loss Mitigation Business Area. Responsible for all aspects of program and project management including business requirements, allocation and coordination of resources, internal and external communications, budget planning, user training, development of innovative solutions, and reporting/tracking project results to senior and executive management. Interacts with cross business and systems groups and senior management on programs/projects that have significant impact enterprise-wide. Manages and interfaces with external entities like consultants, contractors and work requires significant special business/technical expertise in order to be successful.Responsible for the efficient and profitable management of product and service delivery by exercising a varied skillset that fulfills the supervision of employees and external consultants. Manages daily staff assignments, plans and administers budgets. Directs focused strategic planning and involved in analyzing business activities, expenses and profits, establishes goals, and communicates the strategy throughout the organization. Specializes in leading teams through the formulation and execution of program plans, strategies and functions. Establishes objectives, develops requirements, plans schedules, and estimates costs. Directs, defines and coordinates solutions for program issues.

Bank of America

PMO Manager

Mentors and provides direct instruction for students to learn and practice proven techniques of how to manage a successful project. Teaches them the skills necessary to perform all knowledge area project management tasks and apply their understanding to process group related situational activities.  The typical class is 40 students.  Classes taught are: Introduction to Project Management, Integration and Scope Management, Human Resource and Time Management, Risk and Quality Management, and Cost, Communication, Procurement and Stakeholder Management.

Collin College

Project Management Instructor

Directed a team of diverse professionals (Applications Architect, Quality Assurance Analyst, WEB Architect, <a href="http://ASP.NET">ASP.NET</a> developers).  Deployed an incredibly interactive and functional on-line real estate business management application for a community association management leader. Used an iterative/agile development methodology based on service oriented architecture. Developed detailed iteration plan, ensured project progressed on schedule and within budget. Managed client and project stakeholder expectations. Led team in the resolution of problems associated with system requirements and integration. Created use cases and business requirement documents from which application was developed. The main business driver was to convert to SOA. Critical applications were converted to a Web design allowing the company to realize the gains to be achieved with a distributed design.

Techsys Business Solutions

SR Project Manager

Project Management Delivery - Professional Project Management Consulting

Gathered and documented business requirements in accordance to OOAD, developed and managed Use Cases.  Responsible for developing and managing work plans for a multiple Customer eTicketing projects, coordinating sub-project Team plans, working with cross-team test plans, coordinating testing efforts across teams, and assisting with Business Process Change Planning/Training needs across projects.  Essential duties include: project, schedule and cost plan development, scope definition, documenting assumptions, and constraints; solution development; identify and obtain resources for all phases of project; direct and manage execution of project plan; create and review status reports to track and report project progress; provide guidance to resolve problems.  Experience with MSOffice 2003, Project Server 2003, J2EE, Websphere, UML Development using tools such as Visio, Rose, RequisitePro, ClearCase, and ClearQuest and experience with MQ, TIBCO, CORBA and UNIX.

Southwest Airlines

SR Project Manager - Contractor

Responsible for decreasing problem resolution cycle time and closing the gaps in the workflow process from Market Management through Customer Care and Pricing Production Support such that recurring tickets were reduced 80% by 12/31/05.Managed a group of 15 Business Analysts that collected and analyzed Clarify trouble tickets generated from multiple customer facing organizations.  Created process maps to document the existing workflow within participating organizations.  Exposed process detail in a controlled manner, documented all activities, data flows and interfaces. Determined what the process problems existed and developed alternative solutions to remediate problems.  Subsequently, facilitated the development of a streamlined error free process.  Recurring trouble tickets were reduced by 90% by 12/09/05.

CORPUS Inc

Targeted, collected and enhanced customer interactions from self-service Web-based telco applications and integrated IT call center applications to increase the knowledge of the call center personnel and the ultimate satisfaction of the self-service customer.  Developed and executed program management plan.  Directly supervised project managers for each self service application.  Program management duties included: cross organization oversight, program monitoring and control of scope, resolution of program/project issues and jeopardy situations that impacted multiple groups, developing resource forecast and project assignments, project audits, team development, mentoring and coaching,  and status reporting.  Overall, created increased customer satisfaction, CSR confidence, and call throughput; decreased average call handling time and associated costs. Productivity tools include: MSOffice 2003, Project Server 2003, ARTIMIS, J2EE in WebSphere, XML and SonicMQ technology.

Established Product Planning and Launch Team for major marketing endeavor. Developed and implemented project selection criteria for complex revenue generating products.  Spearheaded a collaborative effort to develop a high-level technical requirements process from which preliminary program/project level scope could be defined and organizational assessments provided.  Coordinated activities of multidisciplinary project team. Developed integrated business solutions with project team. Provided leadership across multiple organizations.  Lead team in the development of program plan and implementation strategy for complex COTS application integration.  Successfully implemented 6 major projects within 15-month period generating over $4.5 million. Productivity tools include MS Office XP, Project 2002.

XO Communications / Network Builders

SR Program Manager - Consultant

Developed Enterprise Architecture Plan (EAP) and migration strategy from legacy solution to COTS integrated solution using system architecture models with business data flow diagrams and process models for Network Inventory Management and Trouble Management business areas.  Managed MetaSolv, Seibel CRM and Saville Billing Project Managers to install the service provisioning solution.  Worked with internal and external clients and other stakeholders to define and mange team deliverables from conception through implementation.  Developed team work activities and allocated human resources to them.  Managed project plans that supported the creation, development, testing, and implementation of defined products. Productivity tools include MSOffice 97, MS Project 98.

PRISM / Network Builders

VP Network Builders - Consultant

As SR Manager performing the role of Program Manager, developed and implemented Network Engineering Systems in support of Network Management business area functions such as Service Provisioning, Network Inventory and Trouble Management applications.  Program managed a team of 6 line managers, their project leaders – totally a team of 75 members, in the development a comprehensive Program Plan, Enterprise Architecture Plan, Systems Migration Strategy and Project Development Plans for all components of the Network Management business area. Established a project management office (PMO) using a well defined methodology, and SDLC.  Implemented business area functionality in 18 months.  Hired and trained multi-national/cultural users.  Transferred technology to international teams in phased approach.  Managed a $68 million dollar budget project. Productivity tools include MSOffice 97, MS Project.

SR Manager

Managed large project development team in the creation of an investment strategy for products which resulted in capabilities spanning multiple technologies which leveraged development used in one technology to satisfy goals in multiple technologies.  Created business models to support major and basic trading area spectrum bids. Developed comprehensive information systems plan.  Utilized Sun Server 2000 with C++ and Oracle 7 to determine wireless ROI.  Determined wireless spectrum was unjustified and could not be supported by planned company revenues.  MCI decided not to enter the wireless marketplace due to excessive investment requirements and lengthy time to recover ROI.  Helped company effectively avoid $6 billion in build out costs. Productivity tools include MSOffice 95, MS Project.

SR Manager Wireless NES Development

Managed large team through the full SDLC implementation for a Network Inventory Management application.  Main objective: to improve software process and lead the organization from CMM Level 1 to CMM Level 3.  Defined and implemented a Project Management Office (PMO) and the software process framework. Established organizational responsibility for software process activity to improve overall software process capability, developed and maintained a usable set of software process assets to improve process performance across projects and provide a basis for cumulative long term organizational benefits, and developed the skills and knowledge of individuals so that they could perform their roles move effectively and efficiently. Utilized MS WORD, MS POWER POINT, MS EXCEL, IBM 3090 OS MVS JCL with CICS COBOL II, Easytrieve, FileAid, ADABAS, DB2 and Endeavor.

Manager Software Development

Developed and maintained System Architecture Models for major telecom business domains – Customer Account Management, Traffic, Billing, Service Provisioning and Network Engineering, which were working documents providing direction for next generation enterprise integration architecture implementations.  Defined a tactical perspective by relating system development activities to the data needed and functions required within targeted business areas.  Addressed the target architecture for the business area within which systems develop activities occurred, the proper scope for the systems development efforts and how each planned system would interact with other systems, both inside/outside the business area.  Obtained management approval for $3.5 million for infrastructure development for next generation of business systems. Helped the company to make a paradigm shift from the departmental silo approach to one focused on business goals and objectives as well as sound problem definition.

SR Business Systems Planner

Delivered robust product and service definition to consumer market.  Participated in all aspects of the systems development life-cycle, from problem definition and impact assessments, requirements definition, analysis, design, construction, testing, peer review and production implementation. Developed and maintained infrastructure capacity plan.  Developed on IBM 3090 OS/MVS using COBOL II with ISAM, VSAM, Easytrieve, FileAid, DB2, and MVS JCL.

SR Project Manager and Programmer/Analyst

Developed a  document system to produce the State Energy Data Report, a combination of statistical usage data, delivery metrics, prime supplier commitments and historical outlooks regarding the topic of energy. The consolidated information provided the Energy Information Administration with policy-independent data, forecasts, and analyses to promote sound policy making, efficient markets, and public understanding regarding energy and its interaction with the economy and the environment.  Developed and maintained infrastructure capacity plan.  Developed on IBM 3090 OS/MVS using COBOL II with ISAM, VSAM, Easytrieve, FileAid, DB2, and MVS JCL.

Ken Hogan

Ken Hogan