Resume
Summary
I/T professional with over twelve years development and consulting experience, with history of timely, cost-effective, repeatable project successes. Usability and design expert. Business needs analysis and architecture proficient. Process mapping, improvement, management, and automation expertise. Project management proficient, including documentation and process development. Excellent communications and presentation skills. Quickly develops good working relationships with project and client teams. Development/analysis of best business solutions to ensure customer/team success.
Competencies
- Process Mapping, Improvement, Management, and Automation
- Business Analysis
- Project Management
- Metrics Design and Creation
- Mercury/HP IT Governance
- Internet and Intranet Web Design, Development, and Implementation
- Policy and Procedure Development
- Capacity Management
- Queue Management
- Software Lifecycle Management
- Change Management
- Customer Service
Work Experience
Infrastructure Process Analyst
UnitedHealth Technologies
Plymouth, MN
August 2009 to Present
- Analyze, design, and improve key Infrastructure provisioning and operational processes.
- Support the implementation and delivery of standardized, cost effective, quality IT services.
- Gather Provisional and Operational process requirements for IT Infrastructure processes.
- Analyze and identify infrastructure service delivery process improvements.
- Interpret requirements, develop specifications, and implement process requirements related to IT Infrastructure Services.
- Analyze and identify supply chain patterns, trends, constraints, and issues.
- Implement improvements in Infrastructure Supply Chains.
- Guide, train, instruct, and assist others on process and data functionally related to IT Services.
- Demonstrate strong leadership and judgment.
Technical Consultant, eBiz
UnitedHealth Technologies
Plymouth, MN
December 2006 to August 2009
Accomplishments 2008
- Project Process – Positively impacted ELR and Area F build processes, both in management of WAS infrastructure needs and in the separation of these distinct projects.
- WAS Uninstall Request – Created new ITG request for the uninstallation of existing WebSphere instances.
- Deep Dive Request – Created new ITG request to capture data specific to a deep analysis of application performance and problems.
- Chargebacks – Addressed TRM and business needs for increased granularity of GL code changes.
- Metrics – Formalized the eBiz metric set based on management request and resource efforts.
- Queue Management – Increased participation in capacity management, both in teaming with Unix, and in process improvements with overall group.
- WebSphere Builds -- Processed 175 WAS build requests, including 137 Non-Prod and 38 Prod, total heap requested 322048 MB.
ITG WebSphere Requests
- Design, maintain, update request type and workflow.
- Manage queue of capacity (i.e., “base build”) requests.
- Prioritize queue, based on management and customer input.
- Assign / update LPAR capacity, based on requirements of request and management policy (Application Consumption Reduction).
- Update capacity tools (eBiz database, capacity online interface).
- Interface with Engineers on their WebSphere, ITG, and Application Consumption Reduction questions.
Queue Management
- Participate in matrix team to design solutions to capacity issues.
- Report on current and anticipated demand.
- Consult with other teams, primarily PMO and Engineering, on best practices for timing of new builds.
eBiz Customer & Internal Webs
- Update web pages as processes and information change.
- Code pages to use Cascading Style Sheets and Server Side Includes.
- Ensure adherence to corporate web standards.
Consulting
- Train Engineering team on ITG WebSphere request process.
- Consult with Engineers on various build specification and process questions.
- Consult with managers and directors on specifics of ACR policy processes.
- Consult with various teams as requested on process improvement efforts (ITG processes, capacity management, MUI process as examples).
- Consult with various teams as requested on managed services chargeback development for their area.
Chargebacks
- Update eBiz database for GL code changes.
- Publish Managed Service and Legacy eBiz chargeback files to TRM team.
- Research chargeback issues as needed.
Metrics
- Participate on eBiz metrics team, designing and implementing eBiz and Automation team metrics.
- Extrapolate capacity metrics based on ITG harvested data.
- Create additional one-time metrics as needed via ITG and chargeback files.
Senior Business Analyst, Resource Management
Assurant
Woodbury, MN
January 2006 to October 2006
- Map existing processes for automation within Mercury ITG.
- Develop, map, and improve undocumented processes.
- Lead multi-department teams in ITIL-based process improvement efforts.
- Create and document standardized process to manage Mercury ITG tool lifecycle.
- Promote vendor teaming to ensure success in new technology deployment.
- Time Manager for business unit.
- Resource Manager for business unit.
- Create and distribute all development communications for business unit.
Developer, PMO
IBM Global Services at Xcel Energy
Minneapolis, MN
September 2003 to December 2006
- Design and develop automated business process solutions using Mercury IT Governance product.
- Update and maintain Project Management Office workflows.
- Design and implement Corporate Compliance automated solution.
Senior Web Analyst, Web Services
Northern States Power Company
Minneapolis, MN
January 1995 to September 2003
- Content/Web Master, NSP Intranet, I/T Online Resources web.
- Design, implement, and maintain web site for internal NSP customers utilizing Flash, Paint Shop Pro, FrontPage, DHTML, ASP, and JavaScript.
- Business analysis for other departments, web project coordination for enterprise.
- Develop usability and design standards for new intranet.
- Establish cost avoidance standards for outsourced contracts with vendors. Ensure compliance with project deliverables, partnering with Procurement area to write contract to protect company interests.
- Technical consulting on web based applications and projects; quality assurance and implementation of vendor-created and in-house tools.
- Create on-line self-help for customers to resolve their own issues. Identify and create step-by-step instructions to guide user through problem resolution and prevention.
- Create automated tour of web site utilizing existing tools. Utilize JavaScript to create mouseovers on Site Map, showing customers directly what information is available via easy-to-understand graphic interface.
- Change Management process development, documentation, and maintenance. Facilitate the successful use of those processes within existing and upcoming architecture. Team with Change Management professionals in the performance of their work.
- Utilize forms to enhance efficiency of web-based requests. Shift customer paradigm from phoning User Services to automated e-services.
- Focus on customer service. Resolve employee questions in a timely, professional manner, with follow-up on unresolved issues and the quality of completed work. Work with customer at their own pace and level.
Administrator, Facilities Services
Northern States Power Company
Minneapolis, MN
November 1991 to January 1995
- Project Coordination for 100+ person department.
- Serve on Facilities Management Transition Team, including procedure analysis, project delegation, position descriptions, etc.
- Provide work direction for Call Center staff.
- PC Caretaker for department, identifying and resolving computing needs.
Administrator
Avila and Associates
Chicago, IL
July 1989 to July 1990
- Manage engineering projects with City of Chicago.
- Supervise administrative staff.
- Organize and manage 401K plan and credit union benefits.
Placement Counselor
Health Professionals International
Winnetka, IL
September 1987 to December 1988
- Placement of foreign-educated physical and occupational therapists in Massachusetts and Connecticut.
- Address client and prospect concerns regarding job placement.
- Supervisor of Novell Ethernet LAN for company, resolving problems and training staff on computer use.
Education
Bachelor of Arts, Biology/English Major
Lake Forest College, Lake Forest, IL
May 1987
Recognition
- Pinnacle of Excellence, PMO, 2006
- Award of Excellence, BSWIT Team, 2004
- Award of Excellence, Learning Management System project, 2002
- Award of Excellence, eCare Team, 2002
- Winner, CIO Magazine Top 50 Intranets, I/T Online Resources, 2000
- Organization named one of the top 100 most innovative users of information technology and processes by INFORMATION WEEK Magazine, 1999
Training
- Foundational Quality (DMAIC) - June 2009
- Kintana 5.0 Base Configuration – March 2004
- Internet Crimes Against Children – November 2002
- Patrol Operations – Fall 2002
- Assisting Families in Crisis – Fall 2002
- Introduction to Criminal Justice – Summer 2002
- Flash Advanced ActionScript – June 2002
- Flash – April 2002
- ActionScript – February 2002
- Problem Solving – April 2001
- Web Designer Institute, University of MN – Sept. 2000
- Windows 2000 Professional – July 2000.
- JavaScript – May 2000
- Project Management Fundamentals – May 2000
- Writing for the Information Age – March 2000
- Visual InterDev 6.0 – May `99
- IIS v. 4 – October `98
- FrontPage 98 – July `98
- NT 4.0 (Workstation & Server) – July `97
- NT Server Advanced - July `96
- Microsoft Project for Windows 4.0 - July `95
- Quality Team Leader Training – November `94
- Project Management Process - August `94
- Time Management – Jan. `93
- Seven Habits of Highly Effective People – Sept. `92