Clive English

• Supported development team in generation of technical requirements and product documentation to achieve process commonality
• Interviewed customer SME to create problem statement, mockup and UX design solution.
• Worked with development team to define and implement customer change requests to enhance product functionality
• Utilized Agile methodology to execute product development
• Participated in customer UAT and demo sessions during sprint retrospective
• Evaluated CRM (Salesforce) application products and recommended revisions to improve functionality
• Attended daily scrum and bi-weekly status meetings and assisted in identification and resolution of issues to maintain timeline and budget integrity
• Contributed to creation and implementation of technical requirements and specifications to establish common foundation for application development
• Studied multi-faceted development issues and suggested solutions to satisfy project goals and adhere to timeline and budget parameters
• Compared project goals and user experiences and recommended revisions to bring entities into alignment
• Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process
• Influenced change in data governance that yielded significant time and cost savings
• Supported development team in generation of technical requirements and product documentation to achieve process commonality.

• Project managed infrastructure Implementation and software development projects
• Led brainstorming secessions, SWOT analysis and cost benefit analysis to develop business case and UX design solutions during requirements gathering phase
• Adhered to budget requirements with excellent planning and consistent expense monitoring
• Oversaw selection, procurement and allocation of building materials and equipment.
• Handled scheduling of subcontractors and staff to complete projects within required time frames
• Tracked project and team member performance closely to quickly intervene in mistakes or delays
• Reported regularly to managers on project budget, progress and technical problems
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
• Participated in daily scrum and agency portfolios project status meetings to provide status to all stakeholders
• Monitored and tracked and reported on execution phase activities using Jira and Confluence.
• Coordinated and monitored QA and UAT activities.
• Utilized DevOps training programs to ensure speedy deployments and continuous improvement

Results:

• Improved efficiencies in data gathering process for resource allocations
• Calculated Minimally Required Operation of HRA Data Center Operations and its Print Operations
• Lead Data Center Resource Demand Initiative
• Lead Data Center migration effort of 4 Data Centers Merging into Tier 3 Colocation Data Center
• Led implementation of O365 to HRA enterprise (20K users)
• Project managed configuration and distribution of 15K laptops to HRA staff and consultants

• Project managed infrastructure and Governance Projects
• Performed requirements gathering and due diligence on assigned Projects
• Maintained schedules to meet key milestones at every project phase.
• Performed risk analysis and migrated risks
• Communicated project plans and progress to key stakeholders and project contributors.
• Used SharePoint and MS Access to automate manually intensive resource allocation initiative
• Coordinated analyzing minimally required resources for operation (MRO) analysis for Agency
• Communicated project plan to senior management, monitored tasks, mediated risks and documented project
• Performed quality assurance testing, diagnose problems and managed resolutions of problems with support team

Results:

• Created Resource Allocation Planning tool
• Improved efficiencies in data gathering process for resource allocations.

• Project managed implementation of Light Tower fiber Optics EVPL circuits.
• Perform due diligence site surveys, Validate proposed fiber path.
• Delivered completed projects on time by prioritizing multiple tasks.
• Identified risk and performed analyst to determine fiber cable path for solution Implementation.
• Created project tracking application tool to track migrations to new voice network.
• Liaison between schools and telecom vendor contractors.
• Performed quality assurance survey, cut over, connectivity testing, diagnose problems, managed resolutions; escalated problems (when required) to appropriate support team.
• Communicated project plan with senior management, monitored tasks, mediated risks and documented project.
• Performed system training and billing audit/analysis; performed statement review
• Assisted with troubleshooting and monitoring schools voice telecommunication incidents
• Created application to alert school principal about high impact incidents
• Perform post-implementation review with schools and turn over relationship to operation.
• Perform requirements gathering and Quality assurance testing on wireless hot spots installation in schools.

• Project managed implementation of credit card processing POS systems for merchants with processing volume between 10 to 100 million dollars per annum
• Perform due diligence with sales personnel and merchant; Validate proposed solutions
• Identified risk and performed analysis to determine critical path for solution Implementation
• Created project plan or task list to track migration merchant to new network or POS software or credit card processing terminals
• Acted as liaison between merchant telecom vendor and First Data
• Performed connectivity testing, diagnose problems, managed resolutions; escalated problems (when required) to appropriate product team
• Communicated project plan with merchants and management, managed expectations, monitored tasks, mediated risks and documented project
• Monitored as well as explained interchange fees to merchants
• Performed system training and billing audit/analysis; performed statement review
• Perform post-implementation review with merchants and turn over relationship to operation

Results:

• Maintained highest level of customer satisfaction, compliance for availability and productivity
• Reduced time to revenue by 10%.

• Responsible and accountable for coordinated management of multiple related projects directed toward rebuilding of homes damaged by Sandy (Hurricane)
• Plan, direct, or coordinate operations of reconstruction
• Duties and responsibilities include formulating policies, managing daily operations, and planning use of materials and human resources
• Management of resources, such as personnel, purchasing of materials or administrative services
• Present periodic dashboard reports on current progress, plans and homeowner issues
• Build credibility, establish rapport, and maintain communication with homeowners, contractors, and insurance companies at multiple levels
• Project managed all phases of constructions, including demolition, remediation, rebuilding and enhancements
• Utilized Six Sigma and Lean sigma principles
• Developed Plans, schedules and monitored all resources, including contractors and finances
• Resolved all major homeowner issues or problems and suggested new processes to mitigate risks and additional problems
• Developed, maintained, and tested disaster recovery plans for homeowners.

• Oversaw 4 retail banking operations centers
• Managed over 70 Full time equivalent
• Managed 10 million dollars Annual budget
• Supported 62 clients and 15 vendors
• Managed day-to-day operational functions by providing business analysis, motivation and problem-solving recommendations based on knowledge of best practices and process implementation
• Utilized Six Sigma, lean Sigma and Agile Project methodologies to ensure continuous improvement
• Managed in team environment using Gung-Ho philosophy
• Developed and implemented metrics and KPI's to help manage business, volume, quality, timeliness, and delivery of Business Management deliverables
• Responsible for center compliance with internal IT Governance, federal regulations as well as third party SAS70 audits
• Process Managed Proof of Deposit (POD), In clearing, Research and Adjustments, Returns Items/Charge backs, Statements and IRD Image Replacement Documents print functions

Results:

• Maintained double digit growth
• Decreased center expenditures 5% on average annually by implementing controls on supplies, creating scanning process that eliminated need for printing and storage of paper and monitoring staffing levels against volume
• Sited for leading most improved center.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office