michelle miller - resume

Michelle F C Miller 83 Walnut Street, Abington, MA 02351 617.593.2299 [email protected]

SUMMARY

Accomplished IT professional with a progressive background in Program, Project, and Team Management. Extensive knowledge of Financials/ERP, Insurance (Life, Annuity, Health (Medical/Dental), Property & Casualty), Quick Serve Restaurants, Retail, and Energies.

Proficiencies in all aspects of infrastructure, software/application design, development, testing, and deployment, together with full end to end program and project management.

Well rounded career which includes positions advancing from Programming up to middle Management, and Legacy Mainframe up through Client/Server, Web, and Cloud/Saas.

PMO creation, governance, and expertise.

Experience in both traditional and matrix organizations.

Experience managing geographically distributed (including onshore and offshore) and multi-disciplinary teams.

Ability to manage large enterprise programs and projects, large project teams and multi-million dollar budgets.

Ability to work both independently and in a team environment.

PROFICIENCIES

Program and Project Management Team ManagementBusiness Case, Cost/Benefit Analysis, ROI Calculations Estimating, Budgeting, ForecastingScheduling and Monitoring Resource Utilization and Capacity PlanningRisk and Issue Management Status and Metrics ReportingBusiness Process Reengineering Change ManagementProject Accounting, Financial Tracking & Reporting Release and Feature RoadmapsRFI & RFP Preparation NDA, PSA, SOW PreparationHardware and Software Procurement Vendor Package Evaluation, SelectionFit/Gap Analysis Cloud, Package, Custom ImplementationsCustomer Relationship Management – Internal and External Vendor Management – Onshore and OffshoreQA, Stress, Performance Testing Data Conversions and MigrationsSDLC, Waterfall, Iterative/Incremental, RAD, JAD, Agile, Lean CMM IntegrationACORD, ANSI, EDI Standards Sarbanes-Oxley (SOX), PPI, PCI, PHIProduction Support Disaster Recovery & Business Continuity

APPLICATIONS & TOOLS

MS/Project Expertise Project Management Software(Chimes/Clarity/PACS/Plainview/MSPO-PPM/Innotas)

MS/Word, Excel, PowerPoint, VISIO Calligo/Sharepoint Documentation RepositoriesOracle eBusiness Suite Oracle Project AccountingOracle Product Lifecycle Management (PLM4P) Oracle HCM (Cloud)PeopleSoft ERP Salesforce (Sales, Service, Communities)Source Code & Version Control Tools (Changeman, StarTeam) Mercury Quality Center (Test Director)TFS, JIRA SQLRemedy, Altiris, Service Now Risk NavigatorUNIX/AIX/Solaris, Windows 95/98, NT, XP, Vista, 7/8/9/10 Legacy Mainframe Background (MVS, Cobol, PL/1, Assembler, JCL)CICS, GMI/MQ, DB2/SQL, VSAM, IMS, IDMS Lotus Notes, OutlookWeb (WebSphere, JAVA, J2EE, XML) Social Networking

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EMPLOYMENT HISTORY

DentaQuest, Charlestown, MA 2015 – Present

Program Manager, Senior Project Manager

Serving as the Program Manager overseeing several project tracks for the implementation of Salesforce CRM at DentaQuest. Currently implementing the Sales Cloud to support the DentaQuest and Delta Dental sales departments; Service Cloud to the support various internal departments with Case Management, Case Workflow, and Call Center/Customer Service functionality; and Community Cloud to support external Members, Clients, and Providers with innovative, modern, intelligent communities. This is a multi-year, multi-million dollar program. Responsibilities include all aspects of both program and project management.

American Tower, Boston, MA 2014 - 2015

Senior Project Manager

Completed the transition of the Oracle R11i EBS HR modules and related applications (e.g. ADP) to the new Oracle Fusion HCM SaaS-based technology platform. HR programs being migrated from EBS to Fusion HCM included Core HR, Goals, Performance, Benefits, Compensation, Talent Management, and Succession. Also included as part of this role was the administration of Fusion HCM Releases, Fusion Pod instance management and maintenance, Oracle SR management, and the creation and maintenance of ATC-specific application interfaces and integrations.

Dunkin Brands, Canton, MA 2011 - 2014

Senior Project Manager

Dunkin' Donuts Digital Menu Board Implementation: Successfully implemented a scalable, automated, and cost effective solution including hardware, software, creative digital design, and content management to enhance the customer experience, help drive sales, differentiate DBI from competition, and solve for operations challenges in the ever changing quick serve market, specifically in regards to pricing and nutritional content changes.

Baskin-Robbins Nutritional Labeling POC: Successfully accomplished a Proof of Concept for US Baskin-Robbins standalone and combo stores that included both a software tool and business process for compliance with federal and state nutritional labeling regulations. The scope was limited to the creation of an application that integrates with the decorator processes and prints valid nutritional labels, including ingredient and allergen statements for cakes and novelties made in-house, and currently excluded from retail nutritional labeling regulations.

Oracle eBusiness Suite (EBS) R12 Upgrade: Successful upgrade of Oracle EBS to Release 12 in order to keep the DBI financial and HR systems fully supported and capable of enabling DBI’s evolving business environment. Upgraded modules: General Ledger (GL), Accounts Receivable (AR), Accounts Payable (AP), Cash Management (CE), Fixed Assets (FA), Contracts (OKC), Trading Community (TCA), Advanced Product Catalog (APC), Property Manager (PN), Purchasing (PO), Human Resources Core, Advanced Benefits, Compensation Workbench, Learning Management, Talent Management, Recruiting, Employee Self Service, Manager Self Service (HTR). New modules implemented: Sub-Ledger Accounting (SLA), Advanced Collections (IEX), and Project Accounting (PA). Also incorporated into project were the creation of new hardware environments (test, production and disaster recovery) to house the upgraded EBS system, an upgrade of the Oracle Portal and DBMS, the implementation of OAM, and the upgrade of iRec and Discoverer products.

Oracle Product Lifecycle Management (PLM4P) Implementation: Replacement of the existing ESHA Genesis implementation as well as all manual supplemental sources of product and nutritional data that existed at DBI with a new enterprise platform that houses and calculates nutritional ingredient, product and recipe information for both brands. The implemented platform consisted of the Oracle Product Lifecycle Management (PLM4P) suite of software and accompanying Verdant Systems technology tools to position DBI for fully automated project lifecycle support (concept through to deployment) over the next few years.

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Computer Express, Inc. Wakefield, MA 2009-2011

Staples Inc., Framingham, MA - Senior Project Manager

Project Manager for the creation of a systems infrastructure and systems management platform to replace the Symantec iCommand V3.0 product with the Symantec Altiris Server and Client Management Suite V7.1 in the USA and Canada. The system is responsible for the management and deployment of operating systems, drivers, application software, and system configurations and device build and rebuilds. Also included a comprehensive Workflow application that is used by all levels of support personnel to manage the 1600+ US Retail stores and their 20,000+ devices.

Completed the planning and implementation of a new, multi-tiered Development environment consisting of 11 VM servers (Workflow, DB, NS, SS, WISE) and a new, multi-tiered Production environment consisting of 7 physical servers and 11 VM servers (Workflow, DB, NS, SS, WISE) to house the new Symantec Altiris implementation.

Supported other smaller Retail projects: Internet Explorer Upgrade, Count Wise/People Counter Camera Installations, Retail Capacity Management (HP/OVO OM), Training Material Distribution.

Citizens Bank, Providence, RI - Senior Project Manager

Served as an SME for PMI/PMO best practices. Tasks included the observation and reporting of the overall effectiveness of the processes in place for managing programs and projects for the Treasury Systems unit, recommendations for improvements, and the introduction of PMI/PMO standards into the local practices.

Metropolitan Life Insurance Company, New York, NY 1999 – 2008

Program Manager/Application Development Manager/PMO Manager

Completed the Consolidated Disbursements Initiative, a program responsible for the implementation of a fully integrated, enterprise-wide, disbursement system to replace stand-alone disbursement systems. Functions included support for Death Claims, Surrenders, Loans, Withdrawals, Dividends, and Maturity payments and the development of new strategic integrations with Call Center/IVR, Agent Notification, Agent and Customer Inquiry, Workflow, Customer Information File, and the replacement of interfaces for an additional 40+ upstream and downstream systems.

Accountability for the performance of all program teams responsible for the Consolidated Disbursement Initiative. Teams included Business and Systems Analysts, Architects, Developers, Consultants, Quality Assurance Analysts, Performance Analysts, Technical Analysts, and Production Deployment Technicians.

While serving as the CDI Program Manager, I also managed a Development Team responsible for the Transaction Entry/Control, Policy Holder Online Valuation, Agency Reporting, Disability Claims, Checkwriting, and Unclaimed Funds systems.

Served as IT owner of the Life Disbursement processes, served as the Enterprise Relationship Manager between company departments (front office and back office operations), internal customers (agents), and external customers (suppliers, vendors, networks) to track and organize all disbursement related activity.

Successfully implemented, and managed a new PMO organization for the Corporate Systems Information Technology department. Major programs/projects overseen included the implementation of the MetLife PeopleSoft ERP Platform. Modules included Financial Management, Service Automation, Supply/Supplier Management, and Human Capital Management.

Managed a Development Team responsible for the migration of multiple subsidiary General Ledger systems into the new Enterprise PeopleSoft ERP Platform. Additional tasks included the data conversion/migration of the financial data to the new system and the sunset of the subsidiary systems.

Member of a Special Project Team, reporting directly to Executive Management, responsible for investigating the Time and Cost to Market for new insurance products resulting in an enterprise-wide strategic initiative.

Department liaison to the PMO and participant in pilot programs to investigate, customize, and test project management software, specifically Clarity.

Member of the MetLife Inroads Internship Program and the MetLife Mentor/Mentee Program.

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Computer Horizons Corporation, Cherry Hill, NJ 1997 - 1999

Boston Gas, Norwood, MA - Application Development Manager

Managed a team of consultants and employees responsible for all aspects of the Boston Gas Customer Information System (CSS) and its periphery applications. Activities included day to day production support, defect resolution, enhancement and small project work, integrations with mobile Meter Reading Systems, and the coordination of new company/acquisition migrations.

Also at Boston Gas, participated in special projects for IVR, Welfare/SSI Certification, Billing and Rates, Load Analysis, Service Pipe, Annual True-Up, Fixed Assets, Y2K.

Working with IBM CICS Support, supported CICS version upgrades for all applications running on the CICS platform.

John Hancock Insurance Company, Boston, MA 1984 - 1997

Systems Manager/Architect/Programmer

Managed a team of systems architects and systems programmers responsible for all aspects of John Hancock’s data base and data communication platforms (DBDC). Main products supported by the team included CICS, DB2, IMS, client/server DBMS software and all associated application programmer support, and performance and monitoring software tools. Assisted with the planning, tracking, and monitoring of all application projects associated with the DBDC platforms. Received a Company Award for quality management work.

Member of the Client/Server Environment Committee. Chaired the Systems Management Platform and Enhanced Operations Architecture special projects.

CICS Systems Architect and Systems Programmer responsible for the full John Hancock OLTP and Middleware platform implementation consisting of over 20 CICS regions and applications. Provided technical leadership and chaired the company-wide CICS User Group.

Member of the pilot team responsible for the creation of the HealthCare Information Network (HCIN) which provided eligibility and cost care information for group insured customers. Worked directly with the third party vendor, PCS, located in Scottsdale, AZ who served as the clearing house for end user requests (e.g. doctor offices, pharmacies). Worked with offshore vendors in Nova Scotia and Australia who supported HCIN/PCS 24x7x365.

Member of the development team responsible for the implementation of the General Ledger Expense Management Information System (GLEMIS). Responsible for the installation of the Dun and Bradstreet General Ledger suite of products. Provided technical leadership and expertise on system architecture, application configuration and customization, data conversion, and production implementation. Received a Company Award for quality work.

Member of the support team responsible for various John Hancock financial systems. Activities included the day to day production support, defect resolution, enhancement and small project work for the Bank Reconciliation/Match, Abandoned Property, General Ledger, Treasury, Securities Administration, and Financial Reporting systems.

Member of the development team responsible for the design, coding, and implementation of a new John Hancock Long Term Care policy administration system. Received a Company Award for quality work.

EDUCATION

Boston University, Boston University School of MedicinePre-Med, Biotechnology

Harvard University (via John Hancock Institute)Business Management Certificate

Ferris State University, Big Rapids, MIBachelor of Science (BS), Computer Information SystemsAssociate of Applied Science (AAS), Marketing/Advertising

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michelle miller - resume

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