Nick Hernandez

Responsible for multiple agile teams that make up the Consumer-Centric Leadership Development Program and the people leadership of those team members (program participants). Act as coach, mentor, trainer and facilitator for the agile teams in the delivery of consumer experience (CX) and employee experience (EX) improvements. Daily responsibilities include:

• Scheduled and taught in class and online courses to increase learning opportunities.
• Monitored participant workflow and behaviors throughout training process.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Implemented new training courses after assessing corporate data and identifying employee weaknesses.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.

Helped launched, redesigned and led teams in a frontline consumer centric leadership program for the enterprise. Program implemented an experiential learning experience in the development of business agility, new ways of working (lean, agile), human-centric leadership with a specific focus on consumer-centric practitioner skillsets. Launched enterprise consulting program as a means of developing these skills and aiding participants to build a portfolio of experience to enable them for the next step in their career. Program implemented an experiential learning experience in the development of business agility, new ways of working (lean, agile), human-centric leadership with a specific focus on consumer-centric practitioner skillsets. Helped Launch a enterprise consulting program as a means of developing these skills and aiding participants to build a portfolio of experience to enable them for the next step in their career. Helped develop and launch Supervisor training program to develop leadership skills from a supervisory position understanding the role and responsibilities of people leaders from a human centered design approach.

Skills: Leadership Development · Employee Learning & Development · Talent Development · Consumer Business Agility · Consumer Centric Leadership

• Identified team weak points and implemented corrective actions to resolve concerns.
• Maintained team flexibility and embraced change to adapt within dynamic markets.
• Confirmed confidential budget reports remained up-to-date for manager.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Worked with colleagues to create prototypes for designs and training materials.
• Trained employees on [Product or Service] and assigned duties.

Work as part of an enablement team of expert Agilists in the Center of Excellence for Solution Delivery in OptumCare Technology (Optum). We worked across the disciplines of execution enablement, change immersion, human enrichment, and optimization. Highly dynamic role with responsibilities constantly shifting and adapting to meet the line of business needs; primary duties included:

▪ Coached multiple teams and programs from waterfall methodologies and in various states of agile maturity toward higher levels of team performance and value delivery
▪ Consulted internally in various Scrum Master and Release Train Engineer roles to fill emergent gaps in high-profile programs
▪ Facilitated large room events such as program kickoff, strategic planning, roadmapping, PI Planning, program demoes and retrospectives; leadership team offsite events; small room events such as backlog refinement, sprint planning, stand-ups, reviews/demoes, and retrospectives
▪ Taught, mentored, and coached agile practitioners on the above practices and on methods of continuous improvement for those practices
▪ Facilitated and iteratively improved an innovative and team-designed leadership development program for transformation coaches and delivery leaders at various levels of the organization based on ICAgile certification in Agile Leadership, Agile Facilitation, and Agile Coaching as part of an enablement team of expert Agilists in the Center of Excellence for Solution Delivery in OptumCare Technology (Optum). Highly dynamic role with responsibilities constantly shifting and adapting to meet the line of business needs; primary duties included: ▪ Coached multiple teams and programs from waterfall methodologies and in various states of agile maturity toward higher levels of team performance and value delivery ▪ Consulted internally in various Scrum Master and Release Train Engineer roles to fill emergent gaps in high-profile programs

• Scheduled and taught in class and online courses to increase learning opportunities.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Analyzed team performance and identified opportunities for additional training.
• Introduced standardized training for cohesive learning environments.
• Implemented diverse instructional methods, optimizing trainee engagement.
• Supported productivity increase and business growth through new hire training and mentoring.

• Partnered with project team members to identify and quickly address problems.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Maintained schedules to meet key milestones at every project phase.
• Communicated project plans and progress to key stakeholders and project contributors.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
• Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
• Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
• Updated customers and senior leaders on progress and roadblocks.
• Developed and maintained project budgets to control costs and meet organizational and project goals.
• Established and managed change management processes to fulfill successful project transitions.
• Crafted and maintained project plans and schedules to meet organizational objectives.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Monitored project progress, identified risks and took corrective action as needed.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Duties included the responsibility of creating the scope, schedule and the completed migration for 12,466 Windows 7 users in from 2014 to 2015. Duties included working on Citrix 6.5 migrations of 2100 users, preparing all of L&R for AD migration to one domain and Server 2003 to 2012 in 2016. Interacting with all BU Coordinators, Sr Management and user interfaces for all of the Program level projects. Set up IE 11 project for all BU’s with in Life and retirement at AIG.

Skills:

• Met project deadlines without sacrificing build quality or workplace safety.
• Managed projects from procurement to commission.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Identified plans and resources required to meet project goals and objectives.
• Provided detailed project status updates to stakeholders and executive management.
• Planned, designed, and scheduled phases for large projects.
• Developed and initiated projects, managed costs, and monitored performance.
• Developed and implemented strategic project plans to meet business objectives.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Monitored project performance to identify areas of improvement and make adjustments.
• Coordinated material procurement and required services for projects within budget requirements.
• Negotiated and managed third-party contracts related to project deliverables.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.

• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Analyzed and reported on key performance metrics to senior management.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Developed and implemented strategies to maximize customer satisfaction.

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Met with customers to discuss service needs and offer available solutions.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Developed department processes and procedures to boost customer satisfaction.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Negotiated with vendors to secure best prices for parts and supplies.
• Analyzed service reports to identify areas of improvement.
• Implemented strategies to increase customer service satisfaction ratings.
• Resolved customer complaints in professional and timely manner.
• Hired, trained and supervised team of service staff members to meet business goals.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Oversaw development and implementation of improvements to support and network operations.

• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Proposed and implemented system enhancements to improve performance and reliability of storage environment.
• Led and managed staff of 6 team members engaged in administering complex IT infrastructure.
• Designed, documented and executed system upgrades and patch management using update manager.
• Organized internal audits and led efforts to determine and remedy deficiencies.
• Developed project plans identifying key issues, approaches and performance metrics.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Managed projects from procurement to commission.
• Met project deadlines without sacrificing build quality or workplace safety.
• Developed and initiated projects, managed costs, and monitored performance.
• Identified plans and resources required to meet project goals and objectives.
• Planned, designed, and scheduled phases for large projects.
• Prepared and submitted project invoices for review and approval.