Solutions-Oriented Operations Leader

Program Management | Project Management | Relationship Management

Customer-focused professional with proven track record of delivering high-quality enterprise solutions under tight deadlines and changing business conditions. Adept at leveraging technology for continuous process improvement. Unique combination of business and technology skills with 20+ years hands-on, results-driven, diversified experience covering a wide range of aptitudes:

PROFESSIONAL EXPERIENCE

Penske Truck Leasing – Consumer/Commercial Transportation Management (HQ: Reading, PA)

Sr. IT Program Manager, 2008 – 2019

Manage the full program/project lifecycle of IT products and services for the enterprise as well as continuous process improvement

·         Managed Maintenance Technology Vision Program aimed at enhancing customer experience and increasing labor productivity and shop throughput across 600 service locations in US and Canada. Delivering over 16 major projects in the first 3 years including: digital transformation via new in-shop kiosks for drivers to submit service requests, Telematics system integration for electronic vehicle data exchange, and delivering voice instructions to Technicians for maintaining a Fleet of 200,000+ vehicles, placing Penske in 2016’s InfoWeekElite100. Also, a large-scale Knowledge Management ecosystem that pushes relevant data to the technician at the point of service such as How2 videos, a hotline to a Diagnostic Assistance Team for help with process and system questions, Technician tablet devices for better mobility and productivity, a Wireless upgrade, a re-designed repair order system, and a new content Search application – for 8000+ users.

·         Delivered Customer Relationship Management (CRM) SaaS solution for Lease Sales, Rental, Logistics, and Remarketing lines of business (2000+ users)

·         Delivered Configure-Price-Quote (CPQ) solution for Vehicle Planning, Sales, Operations, and Finance (600 users)

·         Delivered new Billing System and Invoice Presentation solution consolidating 5 disparate systems and providing online access to over 8,000 customers (92,000+ invoiced accounts at time of deployment)

·         Helped develop Penske’s IT project management methodology laying the foundation for the IT PMO Developed a formal Program Management framework for Penske IT MIS organization

Project Manager/Sr. Financial Analyst, 2006 – 2008

Managed offshore Financial Planning & Analysis team for report requests; monitored and improved reporting processes; managed business continuity cycle for department; served as IT liaison on all technical projects, and primary contact for all Penske Logistics reporting and customer dashboards

·         Consolidated and digitized over 400 customer-facing reports to Penske’s Business Intelligence platform and other web applications such as the Sales Customer Review process within the first year

·         Simplified and automated report processes, saving over 2000 labor hours per month and reducing reporting error rate by 90%

·         Developed standard operating procedure (SOP) for the report request process workflow cataloging and tracking over 2000 cyclical reports

·         Standardized reporting format for SOP template, contribution reports, and fleet profile to name a few

JustExchange – Online E-mail Hosting Provider (Reading, PA – Company Sold)

Co-Founder - Operations Management, 2002 – 2008

·         Ran successful home business providing email hosting services for small to mid-size organizations

·         Controlled business operations and financial responsibilities as well as customer and vendor relationship management as a Microsoft Certified Gold Partner

·         Handled all aspects of LLC formation, corporate maintenance, and online presence

Party City – Party Goods Retailer (HQ: Rockaway, NJ)

Sr. Manager of IT Operations, Store Projects & Support, 2003 – 2005

Managed all aspects of application development projects; Directed support for store setup, relocations, closings, system upgrades and training across 500+ locations nationwide with a team of 22 associates

·         Implemented inventory management application decreasing order-to-delivery cycle by over 3 days and reducing required inventory by 15% saving over $1,000,000 annually

·         Captured over $200,000 in savings via an enterprise wireless optimization initiative and contract renegotiation

·         Saved over $100,000 in total and $15,000 in monthly expenses via new WAN/LAN topology for stores

·         Implemented Resource Management and Allocation solution for IT & Operations Group capitalizing 1000+ labor hours per month

·         Implemented a router upgrade in 200 stores correcting a glare condition and saving over $190,000

·         Developed and implemented standard operating procedures for appropriations requests, procurement, invoicing, contract/NDA approval, and mobile device requests

·         Developed and implemented Service Level Agreement (SLA) for IT & Operations Group

·         Controlled $10M capital expense and operating budget for IT division

Datek Online (acquired by TDAmeritrade in 2002) – Online Brokerage (Jersey City, NJ)

Director, Finance & Administration, 1998 – 2003

Directed all aspects of subsidiary’s operations and finance activities across 12 cost centers; Managed all salary administration and compensation activities for over 200 associates; Guided IT leadership through the budget, merit, options, bonus, and performance appraisal cycles

·         As part of the merger and acquisitions team, evaluated both technology groups and systems identifying synergies of over $10M in recurring monthly operating costs, additionally:

·         Identified and capitalized $80,000 of recurring monthly development effort

·         Helped consolidate all IT contracts and leases lowering licensing and maintenance costs by 35% and obtaining better terms and services

·         Assisted in developing the project management methodology and instituting the Enterprise PMO

·         Controlled $150M capital expense and operating budget for subsidiary

CHAP – Non-Profit Accrediting Agency for Community-Based Care (New York, NY currently in Washington, DC)

Business Manager/Sr. Project Manager, 1996 – 1998

Directed day-to-day back office operations for the accrediting body of the National League for Nursing organization; served as Product Manager for all accreditation policy manuals of over 50 publications for community-based care

·         Assisted in the operating budget and new business plan development delivering a $50,000 surplus from a $2M deficit in one fiscal year as part of the newly formed management team

·         Designed and benchmarked new talent acquisition process recruiting over 50 new seasoned nurse surveyors who represented the organization in auditing over 500+ agencies

·         Developed material and coordinated all activities for the annual 4-week long training workshop, providing quarterly training for continuing education and regulatory compliance of nursing staff

Viminapa, Inc. – Immigration Services (New York, NY)

Office Manager, 1991 – 1996

·         Handled all financial commitments of the organization including billing and receivables

·         Managed and maintained office systems and client database saving over $40,000 in support services

·         Hired, trained, and supervised staff of 6

EDUCATION

Master’s Certificate in Program Management, George Washington University (Arlington, VA)

Executive MBA in Management of Technology, NJ Institute of Technology (Newark, NJ)

·         Concentration in Project Management

BA Spanish Literature / Pre-Med, New York University (NYC, NY)

TECHNICAL SKILLS

MS Office Suite (+ Project, Access, Visio), Adobe Pro, Salesforce, Jira (+ Agile Board), Snagit Editor, Fluent in English and Spanish