Mohammad Randera is an accomplished senior IT professional with over 30 years of experience in IT operations, service desk management, and healthcare IT. He has a proven track record of leading high-performing teams and implementing process improvements that increase efficiencies. Most recently, he worked as an IT manager at Kaiser Permanente where he improved new hire onboarding times by 35% within the first year.
James Powell is seeking a full-time management position. He has experience managing operations and teams in various industries including retail, IT support, and construction. Powell has a bachelor's degree in computer information technology and minors in business informatics and sociology. He also has military experience in the US Army where he received technical and leadership training.
The document provides Joanne Moynihan's work experience and responsibilities spanning from 1989 to present. She has held roles such as Senior Analyst, Specialist, Assistant, Staff Consultant, and Representative focused on customer service, sales support, business operations, and administrative support. The roles demonstrate her experience managing customer complaints, vendor relationships, projects, processes, and teams across multiple employers including Verizon, American Funds, and directory assistance.
This document provides a summary of Shaheen Salaria's professional experience including over 20 years in management roles focused on operations, sales, business planning, technology roadmaps, and customer relationship management. Current role is a Senior Principal Technical Account Executive at Oracle where responsibilities include ensuring customer success, developing strategic plans, and managing customer relationships.
Donna Wieringa is a senior-level manager with over 20 years of experience leading customer service and quality assurance teams in the telecommunications industry. She has a track record of strategic leadership, operational transformation, and driving results through process optimization and automation. Her experience includes managing multi-site operations, developing high-performing teams, and improving the customer experience. She is currently the Director of Low Speed TDM Network Support at AT&T, overseeing four customer care centers handling over 1.2 million tickets annually.
This document is a resume for Christopher G. Jacobs. It summarizes his professional experience including over 20 years working in roles involving technical analysis, project management, business analysis, and operations management. His most recent experience was as a Revenue Assurance Network Technical Analyst for Verizon Wireless, where he identified issues, designed testing scripts, and resolved over 400 defects. He has extensive experience analyzing large datasets to improve processes and business outcomes.
Merrell Fleming has over 31 years of experience in various industries including banking, insurance, office furniture, product manufacturing, and accounting. She has a proven track record of streamlining processes, improving productivity and customer satisfaction. Fleming is skilled in areas such as project management, data analysis, problem solving, and software proficiency.
Beth Moss has over 20 years of experience in operations management, process improvement, and project management. She has a track record of reducing costs, increasing productivity and quality, and leading teams to successful completion of initiatives. Her experience includes roles in IT management, operations management, and business analysis at various companies.
Kapil Gandhi has over 8 years of experience in IT infrastructure management, application support, remote infrastructure management, and data center operations. He is currently an Operations Manager at ITC Infotech India Ltd, where he manages a US account involving multiple service lines for over 4000 hotel units across the US. Some of his key responsibilities include planning, directing team efforts, providing leadership, and analyzing and resolving problems. Previously, he worked as an IT Manager at Le Meridien Jaipur where he managed the IT department and ensured systems were compliant with policies. He has experience managing teams, vendors, budgets, and customer relationships.
James Powell is seeking a full-time management position. He has experience managing operations and teams in various industries including retail, IT support, and construction. Powell has a bachelor's degree in computer information technology and minors in business informatics and sociology. He also has military experience in the US Army where he received technical and leadership training.
The document provides Joanne Moynihan's work experience and responsibilities spanning from 1989 to present. She has held roles such as Senior Analyst, Specialist, Assistant, Staff Consultant, and Representative focused on customer service, sales support, business operations, and administrative support. The roles demonstrate her experience managing customer complaints, vendor relationships, projects, processes, and teams across multiple employers including Verizon, American Funds, and directory assistance.
This document provides a summary of Shaheen Salaria's professional experience including over 20 years in management roles focused on operations, sales, business planning, technology roadmaps, and customer relationship management. Current role is a Senior Principal Technical Account Executive at Oracle where responsibilities include ensuring customer success, developing strategic plans, and managing customer relationships.
Donna Wieringa is a senior-level manager with over 20 years of experience leading customer service and quality assurance teams in the telecommunications industry. She has a track record of strategic leadership, operational transformation, and driving results through process optimization and automation. Her experience includes managing multi-site operations, developing high-performing teams, and improving the customer experience. She is currently the Director of Low Speed TDM Network Support at AT&T, overseeing four customer care centers handling over 1.2 million tickets annually.
This document is a resume for Christopher G. Jacobs. It summarizes his professional experience including over 20 years working in roles involving technical analysis, project management, business analysis, and operations management. His most recent experience was as a Revenue Assurance Network Technical Analyst for Verizon Wireless, where he identified issues, designed testing scripts, and resolved over 400 defects. He has extensive experience analyzing large datasets to improve processes and business outcomes.
Merrell Fleming has over 31 years of experience in various industries including banking, insurance, office furniture, product manufacturing, and accounting. She has a proven track record of streamlining processes, improving productivity and customer satisfaction. Fleming is skilled in areas such as project management, data analysis, problem solving, and software proficiency.
Beth Moss has over 20 years of experience in operations management, process improvement, and project management. She has a track record of reducing costs, increasing productivity and quality, and leading teams to successful completion of initiatives. Her experience includes roles in IT management, operations management, and business analysis at various companies.
Kapil Gandhi has over 8 years of experience in IT infrastructure management, application support, remote infrastructure management, and data center operations. He is currently an Operations Manager at ITC Infotech India Ltd, where he manages a US account involving multiple service lines for over 4000 hotel units across the US. Some of his key responsibilities include planning, directing team efforts, providing leadership, and analyzing and resolving problems. Previously, he worked as an IT Manager at Le Meridien Jaipur where he managed the IT department and ensured systems were compliant with policies. He has experience managing teams, vendors, budgets, and customer relationships.
Zachary Scruggs is a financial services and operations manager with over 10 years of experience in mortgage and real estate. He has held several supervisory roles where he improved production scores and quality ratings. Currently he supervises a team of loan modification underwriters at Urban Settlement Services, where he helped raise their quality rating from 90% to over 97%. Scruggs has extensive experience in areas such as loan underwriting, quality assurance, recording, and customer service across various financial and title companies.
Paul Arnold has over 30 years of experience in information technology leadership roles, including as a Chief Information Officer. He has expertise in data security, risk management, strategic planning, budgeting, and operations management. Arnold has a proven track record of successfully delivering projects on time and within budget. He is skilled in network infrastructure, data centers, security, and communications systems.
Christina Stanley is seeking an administrative role leveraging her experience in office management, HR, and operational efficiency. She has several years of experience implementing systems and procedures, managing front desks and projects, and ensuring office equipment is working properly. Her professional skills include relationship building, driving results, communication, and computer programs like MS Office and proprietary loan systems. Her professional experience includes roles in mortgage loan processing, staffing, real estate assisting, and facilities maintenance demonstrating a diverse administrative background.
Jo Puckett has over 20 years of experience in project management and leadership roles, most recently at Bank of America from 2010 to 2015. She supported the insurance and mortgage lines of business by managing technology upgrades and daily operations. Puckett has a proven track record of developing solutions to meet organizational needs through strong communication and budget management. She is now seeking a new leadership position where her process and project management skills can be fully leveraged.
Timothy C. Halas is a senior-level IT and project management professional with over 30 years of experience in telecommunications strategy and enterprise initiatives. He has a proven track record of reducing costs, improving processes, and integrating acquisitions. Currently he is the Manager of Network and Telecom at General Growth Properties, where he has initiated programs reducing costs by over $36,000. Previously he held leadership roles at BMO Harris Bank, Washington Mutual Bank, Northwestern University, Anixter Inc., and Trustmark Insurance, consistently delivering projects on time and under budget.
Jim Sampson has over 30 years of experience in insurance operations and management. He has a proven track record of managing teams of 10-50 customer service and underwriting representatives. His experience includes managing teams at major insurance companies like Zurich, AIG, and Wellpoint. Currently, he is a Manager of Underwriting Support at Zurich Financial Services where he oversees a team of 14 assistants processing insurance policies.
This document is a resume for Robert J. Chiaramonte that highlights his experience leading IT organizations and managing consulting engagements focused on data warehousing, business analytics, and business process improvement. It summarizes his roles leading professional services for Teradata, managing IT for SXC Health Solutions, and providing consulting for various other companies. His background includes over 25 years of experience in CIO, SVP, and consulting roles in industries such as healthcare, retail, and technology.
Patricia Knight has over 15 years of experience in the mortgage servicing industry. She currently works as a Senior Consultant, Project Manager, and Trainer at Black Knight Financial Services, where she provides consulting services and trains clients on their loan servicing software. Previously, she held implementation manager and client service manager roles at other mortgage servicing companies. She has extensive experience consulting with clients, analyzing their processes, and making recommendations to improve efficiency.
Natalie Reed has over 15 years of experience as a mortgage loan processor and underwriter. She has processed FHA, VA, and conventional loans and is knowledgeable in Fannie Mae, Freddie Mac, and FNMA guidelines. She is seeking a position as a mortgage junior underwriter or loan processor where she can use her skills in a high-pressure environment working with high producing brokers.
Alexandra Norcross has over 20 years of experience in administrative and project coordination roles within Rogers Communications. She has a proven track record of managing complex projects, meeting all deadlines, and providing executive level administrative support. Her skills include proficiency with Microsoft Office, budget coordination, meeting coordination, and client relationship management. She is currently seeking an administrative professional role where she can provide high quality support and apply her extensive experience.
Doris Parrilla is seeking a support representative position where she can utilize her experience and dedication. She has over 20 years of experience in customer service roles, including positions at Summit Broadband, Golden Gate Family Clinic, Schumacher Group, Little River Medical Center, AT&T Mobility, and Paetec Corporation. She is bilingual in Spanish and Portuguese and has strong communication, problem-solving, and computer skills.
Anthony Carleo has over 30 years of experience in financial management, business development, and operations management. He has held roles such as Assistant Vice President of Branch Management at Capital One Bank and Vice President of Business Operations Management at Citibank. Carleo established his own referral firm, VIP Financial & Insurance Services, where he provides strategic financial planning and one-on-one services. Throughout his career, he has increased deposits and revenues by millions while also reducing expenses and improving efficiency.
Christopher Wafer-Butler has over 18 years of experience in sales, account management, and delivering new information systems projects. He has a proven track record of providing strong leadership, securing new business, and establishing client partnerships. Most recently, he worked as a Radioactivity Specialist at Core Laboratories, where he provided completion services during hydraulic fracturing operations and utilized chemical signatures to track fluid returns.
Tina Hauman is an IT professional with over 17 years of experience as a Systems Analyst. She has experience in waterfall and agile methodologies and has strong communication, problem solving, and team leadership skills. Her experience includes roles as a Project Coordinator, Systems Analyst, Business Process Analyst, and various other roles supporting EDI, claims processing, and software implementation at several healthcare companies.
The document provides a summary and professional experience of Jeanne Binkley. She has over 15 years of experience in customer service, sales, and international account management at Hewlett Packard Enterprise. Her roles included global deal specialist, contract administrator, and complex solutions specialist managing hardware and software service maintenance contracts and customer support. She consistently received recognition for outstanding customer service and support.
This document provides a summary of Barbara J. Montgomery's professional experience and qualifications. She has over 30 years of experience in project management, operations management, process improvement, and customer service across various roles in the financial services industry. Her core competencies include project management, operations management, process improvement, customer service, and business analysis.
Tina Sturdivant has over 16 years of experience as a payroll administrator and specialist. She is proficient in payroll software like ADP, Oracle, and PeopleSoft. She has worked for companies like Coca-Cola Bottling and EnPro Industries, where she maintained employee payroll records and ensured accurate processing of pay. Her skills include payroll calculations, auditing processes for improvements, and resolving payroll issues for employees.
Donna Baker is an experienced project manager and consultant with over 20 years of experience in the telecommunications industry. She has extensive experience implementing customer support programs, managing call centers, and overseeing service delivery and provisioning functions. Baker has guided clients through all aspects of customer support and service delivery. Her background includes positions managing multi-location projects, developing tactical and long-term plans, and defining support and training models.
Karon Tollefson has over 15 years of experience in project management, customer service, records management, and healthcare administration. She has a proven track record of improving processes, meeting deadlines, and training others. Currently seeking management certification, she aims to drive business growth and promote prosperity for organizations.
Mohammad Randera is an experienced IT professional with over 25 years of experience leading IT operations and service desk teams in healthcare, financial services, and consulting industries. He has a proven track record of improving processes, meeting tight budgets and deadlines, and developing high-performing teams. The document provides details on his professional experience at Kaiser Permanente, Charles Schwab, and other organizations, highlighting achievements in onboarding improvements, customer satisfaction increases, and cost savings initiatives.
Dawn Cassity has over 20 years of experience in customer service and operations leadership roles. She has a track record of strategic planning, business development, budget management, and people leadership. Her experience includes setting up new customer service departments, managing call centers, and driving process improvements. She currently works as a Training & Quality Assurance Manager at Goodwill, where she develops policies and procedures and ensures compliance with accreditation standards.
Sheila O'Connor is an experienced IT project and program manager with expertise in digital transformation, process optimization, and stakeholder management. She has over 15 years of experience managing complex programs and projects across multiple industries. Some of her accomplishments include developing the structure for an organization-wide digital transformation program, managing over 70 digital programs totaling millions of dollars, and delivering over $100 million in process improvements and savings. She is certified in project management, business process, and agile methodologies.
Zachary Scruggs is a financial services and operations manager with over 10 years of experience in mortgage and real estate. He has held several supervisory roles where he improved production scores and quality ratings. Currently he supervises a team of loan modification underwriters at Urban Settlement Services, where he helped raise their quality rating from 90% to over 97%. Scruggs has extensive experience in areas such as loan underwriting, quality assurance, recording, and customer service across various financial and title companies.
Paul Arnold has over 30 years of experience in information technology leadership roles, including as a Chief Information Officer. He has expertise in data security, risk management, strategic planning, budgeting, and operations management. Arnold has a proven track record of successfully delivering projects on time and within budget. He is skilled in network infrastructure, data centers, security, and communications systems.
Christina Stanley is seeking an administrative role leveraging her experience in office management, HR, and operational efficiency. She has several years of experience implementing systems and procedures, managing front desks and projects, and ensuring office equipment is working properly. Her professional skills include relationship building, driving results, communication, and computer programs like MS Office and proprietary loan systems. Her professional experience includes roles in mortgage loan processing, staffing, real estate assisting, and facilities maintenance demonstrating a diverse administrative background.
Jo Puckett has over 20 years of experience in project management and leadership roles, most recently at Bank of America from 2010 to 2015. She supported the insurance and mortgage lines of business by managing technology upgrades and daily operations. Puckett has a proven track record of developing solutions to meet organizational needs through strong communication and budget management. She is now seeking a new leadership position where her process and project management skills can be fully leveraged.
Timothy C. Halas is a senior-level IT and project management professional with over 30 years of experience in telecommunications strategy and enterprise initiatives. He has a proven track record of reducing costs, improving processes, and integrating acquisitions. Currently he is the Manager of Network and Telecom at General Growth Properties, where he has initiated programs reducing costs by over $36,000. Previously he held leadership roles at BMO Harris Bank, Washington Mutual Bank, Northwestern University, Anixter Inc., and Trustmark Insurance, consistently delivering projects on time and under budget.
Jim Sampson has over 30 years of experience in insurance operations and management. He has a proven track record of managing teams of 10-50 customer service and underwriting representatives. His experience includes managing teams at major insurance companies like Zurich, AIG, and Wellpoint. Currently, he is a Manager of Underwriting Support at Zurich Financial Services where he oversees a team of 14 assistants processing insurance policies.
This document is a resume for Robert J. Chiaramonte that highlights his experience leading IT organizations and managing consulting engagements focused on data warehousing, business analytics, and business process improvement. It summarizes his roles leading professional services for Teradata, managing IT for SXC Health Solutions, and providing consulting for various other companies. His background includes over 25 years of experience in CIO, SVP, and consulting roles in industries such as healthcare, retail, and technology.
Patricia Knight has over 15 years of experience in the mortgage servicing industry. She currently works as a Senior Consultant, Project Manager, and Trainer at Black Knight Financial Services, where she provides consulting services and trains clients on their loan servicing software. Previously, she held implementation manager and client service manager roles at other mortgage servicing companies. She has extensive experience consulting with clients, analyzing their processes, and making recommendations to improve efficiency.
Natalie Reed has over 15 years of experience as a mortgage loan processor and underwriter. She has processed FHA, VA, and conventional loans and is knowledgeable in Fannie Mae, Freddie Mac, and FNMA guidelines. She is seeking a position as a mortgage junior underwriter or loan processor where she can use her skills in a high-pressure environment working with high producing brokers.
Alexandra Norcross has over 20 years of experience in administrative and project coordination roles within Rogers Communications. She has a proven track record of managing complex projects, meeting all deadlines, and providing executive level administrative support. Her skills include proficiency with Microsoft Office, budget coordination, meeting coordination, and client relationship management. She is currently seeking an administrative professional role where she can provide high quality support and apply her extensive experience.
Doris Parrilla is seeking a support representative position where she can utilize her experience and dedication. She has over 20 years of experience in customer service roles, including positions at Summit Broadband, Golden Gate Family Clinic, Schumacher Group, Little River Medical Center, AT&T Mobility, and Paetec Corporation. She is bilingual in Spanish and Portuguese and has strong communication, problem-solving, and computer skills.
Anthony Carleo has over 30 years of experience in financial management, business development, and operations management. He has held roles such as Assistant Vice President of Branch Management at Capital One Bank and Vice President of Business Operations Management at Citibank. Carleo established his own referral firm, VIP Financial & Insurance Services, where he provides strategic financial planning and one-on-one services. Throughout his career, he has increased deposits and revenues by millions while also reducing expenses and improving efficiency.
Christopher Wafer-Butler has over 18 years of experience in sales, account management, and delivering new information systems projects. He has a proven track record of providing strong leadership, securing new business, and establishing client partnerships. Most recently, he worked as a Radioactivity Specialist at Core Laboratories, where he provided completion services during hydraulic fracturing operations and utilized chemical signatures to track fluid returns.
Tina Hauman is an IT professional with over 17 years of experience as a Systems Analyst. She has experience in waterfall and agile methodologies and has strong communication, problem solving, and team leadership skills. Her experience includes roles as a Project Coordinator, Systems Analyst, Business Process Analyst, and various other roles supporting EDI, claims processing, and software implementation at several healthcare companies.
The document provides a summary and professional experience of Jeanne Binkley. She has over 15 years of experience in customer service, sales, and international account management at Hewlett Packard Enterprise. Her roles included global deal specialist, contract administrator, and complex solutions specialist managing hardware and software service maintenance contracts and customer support. She consistently received recognition for outstanding customer service and support.
This document provides a summary of Barbara J. Montgomery's professional experience and qualifications. She has over 30 years of experience in project management, operations management, process improvement, and customer service across various roles in the financial services industry. Her core competencies include project management, operations management, process improvement, customer service, and business analysis.
Tina Sturdivant has over 16 years of experience as a payroll administrator and specialist. She is proficient in payroll software like ADP, Oracle, and PeopleSoft. She has worked for companies like Coca-Cola Bottling and EnPro Industries, where she maintained employee payroll records and ensured accurate processing of pay. Her skills include payroll calculations, auditing processes for improvements, and resolving payroll issues for employees.
Donna Baker is an experienced project manager and consultant with over 20 years of experience in the telecommunications industry. She has extensive experience implementing customer support programs, managing call centers, and overseeing service delivery and provisioning functions. Baker has guided clients through all aspects of customer support and service delivery. Her background includes positions managing multi-location projects, developing tactical and long-term plans, and defining support and training models.
Karon Tollefson has over 15 years of experience in project management, customer service, records management, and healthcare administration. She has a proven track record of improving processes, meeting deadlines, and training others. Currently seeking management certification, she aims to drive business growth and promote prosperity for organizations.
Mohammad Randera is an experienced IT professional with over 25 years of experience leading IT operations and service desk teams in healthcare, financial services, and consulting industries. He has a proven track record of improving processes, meeting tight budgets and deadlines, and developing high-performing teams. The document provides details on his professional experience at Kaiser Permanente, Charles Schwab, and other organizations, highlighting achievements in onboarding improvements, customer satisfaction increases, and cost savings initiatives.
Dawn Cassity has over 20 years of experience in customer service and operations leadership roles. She has a track record of strategic planning, business development, budget management, and people leadership. Her experience includes setting up new customer service departments, managing call centers, and driving process improvements. She currently works as a Training & Quality Assurance Manager at Goodwill, where she develops policies and procedures and ensures compliance with accreditation standards.
Sheila O'Connor is an experienced IT project and program manager with expertise in digital transformation, process optimization, and stakeholder management. She has over 15 years of experience managing complex programs and projects across multiple industries. Some of her accomplishments include developing the structure for an organization-wide digital transformation program, managing over 70 digital programs totaling millions of dollars, and delivering over $100 million in process improvements and savings. She is certified in project management, business process, and agile methodologies.
Richard Wilson has over 20 years of experience in information technology, management, and customer service roles. He is proficient in various software programs and operating systems. Wilson has a background in unionized environments and is able to work effectively in teams to achieve goals. His experience includes roles in route optimization, process improvement, and managing customer relationships to increase efficiency and meet corporate targets.
Lylis Carriere has over 15 years of experience as a project and service coordinator with a background in computer science. She has a proven track record of increasing productivity, managing teams, and implementing processes that improve customer satisfaction and generate cost savings. Her experience includes roles managing service teams, coordinating projects, and implementing new VoIP systems.
James B. High is a business and information systems professional with over 20 years of experience in various industries including pharmacy benefits management, healthcare IT, and financial services. He has a proven track record of developing and implementing technology solutions, managing projects, and leading teams. Currently he is the Director of Program Delivery at OptumRx, where he oversees various client programs and teams.
Jennifer Crossthwaite has over 15 years of experience in project management, systems implementation, operations management, and financial analysis. She has expertise in Microsoft applications, SAP, Oracle, and other systems. Her experience includes roles managing grants and new system implementation projects at Live Violence Free, improving processes and implementing quality assurance programs at the Nevada Public Employees' Benefits Program, streamlining audits and training staff in new software at the Nevada Department of Taxation, managing contracts and shipments in SAP at Microsoft Licensing, and adjudicating return claims and improving logistics processes at Xerox. She holds an MBA and BS in Business Management.
This document provides a professional summary and employment history of an experienced IT service management professional. Over 6 years of experience includes roles as an Incident, Change Manager and Duty Operations Manager responsible for major incident management and ensuring service levels. Technical skills include ITIL processes, incident management, problem management, and change management. Looking for a relevant position that utilizes skills and experience in service delivery, process improvement, and stakeholder management.
David Bagley has over 20 years of experience in operations management, strategy, risk management, and process improvement. He has a proven track record of developing business control models, facilitating regulatory requirements, and managing large-scale projects. Bagley is an expert in leading initiatives that drive operational efficiency and mitigate risks.
David Bagley has over 20 years of experience in operations management, strategy, risk management, and business development. He has a proven track record of developing business control models, facilitating regulatory requirements, and managing initiatives. Currently he is a senior project manager focusing on functional change management, software implementation, and ERP strategic initiatives for Providence Partners.
Amanda Kunkel has over 15 years of experience managing projects and teams in various industries. She is skilled in project coordination, communications, and customer service. Kunkel strives for optimal performance and meeting deadlines through efficient planning and organization. She quickly learns new processes and adapts to different work environments.
Ronak Sharma has over 7 years of experience as an Incident Manager and Problem Manager. He is proficient in ITIL processes and focuses on customer satisfaction and stakeholder engagement. In his current role at Atos, he improved customer satisfaction levels by implementing a stakeholder relationship plan and coaching employees. Previously at Wipro, he handled major incidents, drove incident and problem resolution, and ensured adherence to SLAs. He is seeking a new challenging position to further develop his skills.
Sundina M Neff'Jones Resume November 2016Sundina Jones
Sundina M Neff-Jones is seeking a leadership position that utilizes her 25 years of experience in customer service roles. She has held various managerial positions at Comcast overseeing call centers and field technicians. Her experience includes improving employee satisfaction scores, developing high performing teams, and streamlining processes.
Susan L. Black has over 20 years of experience in healthcare data analysis, customer service, and business management. She currently works as a Senior Customer Operations Analyst at Symphony Health Solutions, where she performs statistical analysis on healthcare data, addresses data integrity issues for clients, and creates presentations and reports. Previously, she has held management roles in the financial services and property management industries, including positions as a District Manager, Divisional Training Manager, and Branch Manager.
Anthony Randolph has over 20 years of experience managing information technology projects. He has led teams to implement unified communication solutions for customers. Randolph received a BS in Organizational Behavior and has managed projects for companies such as Siemens, IBM, and started his own video production business. He has experience developing customer relationships, guiding project teams, and emphasizing strategic and innovative thinking.
AnnaMaria Irizari is a PMP certified project manager with over 20 years of experience in various industries including healthcare, banking, consulting, manufacturing, media, pharmaceuticals, retail, insurance, education, and vehicle leasing. She has expertise in project management, IT, SOX compliance, Agile, and Six Sigma. She holds a BS in Computer Science and certifications including PMP, Security+, and Six Sigma. She has managed both domestic and global projects and virtual teams. She is currently a self-employed project manager, management consultant, IT auditor, and business analyst serving clients in the public and private sectors.
Desmond A.J. D’Cunha is an ITIL certified professional with over 25 years of experience in IT operations, administration, and service delivery management. He currently serves as Head of IT Services for Clariant Chemicals India Limited, where he manages their centralized IT service desk across 7 locations. Prior to this, he held managerial roles at Capita India and Bristol Myers Squibb, where he was responsible for IT infrastructure, projects, vendor management, and service delivery. He has expertise in implementing ITIL processes, service desk management, and driving operational efficiencies.
This document contains a resume for Ini Isangedighi, who has over 15 years of experience in program management, project management, and operations management. She holds certifications in project management, Lean Six Sigma, and financial securities. Her experience includes managing global programs, leading cross-functional teams, and overseeing operational areas at various companies. She currently works as a Vice President of Program Management at LPL Financial, where she has successfully delivered several large-scale projects and programs.
This document is a resume for Kelli Thompson that highlights her experience over 15 years working in implementation, project management, training and administrative roles. She has extensive experience implementing healthcare software and benefits portals, managing projects, training clients, and providing technical support. She is proficient in various software programs, operating systems and technical skills.
1. Mohammad I. Randera Page 1 of 2
2180 Oakmont Dr., San Bruno, CA 94066 Cell: (650) 267-3972 mrandera@randera.com
MOHAMMAD RANDERA
Accomplished Senior Information Technology professional with exceptional leadership background and experienced in IT
operations, service desk management, customer service and healthcare IT. True problem solver with a can-do and positive
attitudes, and excels at operating in complex, difficult client environments and under tight budget constraints. Exceptional
organization skills, with proven ability to develop and manage high performance IT support teams. Areas of expertise include:
- Budget Management - Process Improvement - Client Relationship Management
- Request Fulfillment - Program Management - Post-Mortem & Root Cause Analysis
- Incident Management - Project Management - Service Desk Management
- Customer Service - Vendor Management - KPI & Metrics Development
- Healthcare IT - SLA, OLA & SLO - Staff Hiring, Management & Development
PROFESSIONAL EXPERIENCE
LEAVE OF ABSENCE Caregiver San Bruno, CA 2014 to 2016
Provided round-the-clock care for chronically ill family member, including scheduling of care, assisting with daily living
activities, managing medication, coordinating in-home therapies and processing of all medical expenses..
Successfully negotiated better medical expenses reimbursements with primary insurance provider.
Negotiated and improved follow-up care process by transporting patient to only one single medical site on one day instead
of multiple sites over several days, making patient safer in the process.
KAISER PERMANENTE (KP) IT Manager Pleasanton, CA 2007 to 2014
Business Consultant Walnut Creek, CA 2005 to 2006
Under the Service Desk organization and accountable for leading the implementation and operations of KP’s new WEB based
onboarding application and concierge service, KP Quick Start. Managed team of 12 Customer Service Reps, 2 Business
Analysts and 2 WEB Developers (1 offshore).
Conducted gap analysis, resolved gaps and decreased variations in onboarding workflows across all KP regions.
Improved onboarding turnaround of new hires by 35% within first year, from 45 days to 29 business days, and further
decreased to14 days after Year 2 (additional 52% improvement).
Achieved savings of $150K over 2011 via onboarding process improvements, application enhancements and contractor
reductions, with minimal impact to new hire onboarding turnaround and customer service satisfaction.
Improved customer service to all the recruiting and hiring personnel across all the KP regions, including Executives.
o Conducted regular meetings, listened for feedback and built positive relationships with all the onboarding customers.
o Used customer input to improve the onboarding processes and application across all locations.
o Proactively identified customer needs and pushed my team to provide services that exceeded customer expectations.
Developed and drove appropriate metrics to measure onboarding activities and drove actions from analytics of said metrics.
Ensured all information were handled in compliance with company policies and procedures, HIPAA, SOX and other
regulatory requirements
Implemented the Service Desk’s first web based self-service application, automatically generating and routing all Remedy
tickets to the correct support group. Application approximately processed 2000 incidents and service requests weekly,
saving business partners time from having to call the Service Desk for such requests. Recognized by the Service Desk and
IT leadership for this achievement.
Served as SME for all onboarding and overall Service Desk functions within IT and to all KP Executives Northern California.
Participated heavily in the implementation of BMC’s Service Catalog and Remedy 7 software applications.
Represented the Service Desk on the Business Continuity Plan and Disaster Recovery committee.
Turned around project of transitioning mainframe accounts provisioning from local sites to centralized one in Corona, CA.
Actions and decisions directly impacted improvements of SLA and eliminating backlog of over 5000 account requests.
Presented monthly analysis of performance trends, SLA and OLA compliance and employee productivity to KP Executives
and recommended solutions for any areas experiencing downward trends.
Initiated ‘password reset’ project to enable users to reset their applications passwords easier. (40% of Service Desk calls)
2. Mohammad I. Randera Page 2 of 2
SELF-EMPLOYED IT Consultant San Francisco, CA 2003 to 2005
Assisted several small companies with various IT related projects. Projects ranged from implementing Windows Server
2003 and designing Access databases to advising CEO on vendor selection, maintenance agreements renewal (resulting in
cost savings), identifying new software tools and advising IT staff with day-to-day operational issues and tasks.
CHARLES SCHWAB Senior IT Manager San Francisco, CA 2000 to 2002
Managed team of 14 NT Administrators providing 24x7 level-2 support to Executives and critical revenue generating clients,
including Brokerage Operations and all Schwab branches in Northern California. Directly accountable for day-to-day
operations, customer service and resource planning. Tweaked process of deploying IT support personnel across all the
Schwab buildings in San Francisco, resulting in greater staff efficiencies, faster response times, cost savings, and improved
customer satisfaction ratings from 60% to 96%.
Reversed trend of underperforming team. Improved customer relationships by creating dialog with clients to determine
needs and efficiency of current SLA agreements. In first quarter, negotiated new SLA agreements and established
consistent meetings schedule. SLA on trouble tickets resolution improved from 69% to 90% after first quarter, and to 100%
by the end of second quarter.
Served on key technology steering committees, such as Disaster Recovery planning, Windows XP migration and Trouble
Tickets Severity Classification.
Established quarterly goals, objectives, and policies with staff. Mentored and coached individual team members to ensure
success and compliance. Resolved conflicts and raised morale.
Created and implemented emergency procedures for all the branches during California’s power blackouts, resulting in
smooth restoration of systems and services following an unplanned outage.
Coordinated on-call and after-hours support for all escalated operational issues.
CHW, INC. (now Dignity Health) Regional IT Manager San Francisco, CA 1999 to 2000
Managed IT operational infrastructure and delivered technology resources to six bay area hospitals and two corporate offices.
Directly responsible for day-to-day operations, systems implementation, staff recruiting and retention, resource planning,
capital expenditure planning, technology needs assessment, disaster recovery, budgeting and financial reporting. Managed
an $8 million capital budget, a $5 million operating budget and a staff of 16 direct reports and three consultants.
Reduced operational spending by 15%, including lowering circuit costs by $250K through consolidation of WAN circuits and
saving $400K annually by negotiating more favorable maintenance contracts.
Managed the purchase of all hardware, software and IT services, ensuring optimum pricing. Vendors included: Microsoft,
Novell, Dell, Cisco and AT&T.
Improved computer training program for all employees, improving productivity and reducing help desk calls by 40%.
Streamlined information systems, databases, reporting and forms, and increased IT operating efficiencies.
Served as liaison with FBI during the investigation of email breach at one of CHW hospital.
TCSI CORPORATION M.I.S Manager Alameda, CA 1996 to 1999
PARAGON BIOMEDICAL M.I.S Manager Irvine, CA 1993 to 1996
FLOJET CORPORATION LAN Administrator Irvine, CA 1993 to 1993
MGF INDUSTRIES Systems Administrator Los Angeles, CA 1988 to 1992
SOFTWARE KNOWLEDGE
Windows 10, 8, 7, 2000, XP. Office 2010, Office 365, Google Apps, Excel, Pivot Tables, Word, Outlook, Project, PowerPoint, Visio,
Access, SharePoint, OneNote, Remedy, BMC IT Service Catalog, Crystal Reports, Business Objects, Evernote, Dropbox, Cloud
apps, Internet Explorer, Edge, Chrome, mobile technologies, Android, IOS, iPhone, Galaxy S, Galaxy Note, iPad.
EDUCATION
- San Diego State University – Bachelor of Science, Information and Decisions Systems, May 1988.
- ITIL Foundation v3 Certification, June 2012