Bob Nielsen Email and Phone Number

• Project manager for multiple concurrent projects: ERP Conversion, mainframe elimination, new system implementation, data warehouse infrastructure upgrade, digital disbursement, new revenue, enhance agent functionality.• Manage vendor deliverables, biweekly status updates to senior management, engage resource managers, technical leads, an quality assurance leaders to staff and deliver project tasks.Technologies: Planview PPMPro and ProjectPlace, ALM, Visio, MS Project, Office 365.

• Manage vendor relationship with off-site (Serbia) development team for Gemline’s e-commerce website. Define business requirements and user stories for website improvements, enhancements and perform project management role.• Develop marketing functional solutions using Salsify content management and Magento e-commerce platforms. • Enhancement Projects include: integrate 3rd party email marketing campaign software, virtual customization cloud-based solution, generate custom flyer, product collection features, Migrate website to new AWS provider.

• Primary IT contact for Bermuda and US based underwriting teams to analyze and define business requirements, project manage enhancement projects, and provide production operational support.• Define business requirements and user stories for aggregate exposure application, create user guide and present training demo.• Responsible for project management and business analysis for enhancement releases using an adapted Agile framework.• Work with Lloyds of London Syndicate on spreadsheet control analysis and documentation for Solvency II audit.

Lead Business Analyst: Life and Annuity Call Center Desktop policy administration front end vendor application (2/2012 –6/2012)Technical Project Lead//Lead Business Analyst: Life and Annuity Call Center (2/2008 –2/2012)• IVR Redesign – Implement Customer Service "Voice of the Customer" vision to connect with customers seamlessly across multiple access channels (web, email, chat, phone).o Key IT resource for Customer Service Contact Center to redesign of automated phone menus and improved caller authentication model. o Technical lead for vendor project with Nuance - improved authentication rate from 30% to 70%.o Perform data analysis using SQL to evaluate automated call service effectiveness. o Awarded “Golden Handset” recognition (May 2012) from Customer Service for “outstanding commitment to the customer experience for the Life IVR Redesign project”. • IVR design and technical lead to replace obsolete IVR with new Genesys Voice Platform (GVP).IT Manager: Life and Annuity Customer Service Surround Systems (3/2003 – 2/2008)• Collaborate with internal CTI team to jointly implement Genesys CTI and Work Force Management (WFM) integrated with the Genesys IVR. • Manage the development team to integrate the Customer Service web desktop and softphone applications, reducing policy lookup by 30 seconds per call.• Lead team to implement a new voice recognition IVR utilizing Genesys Voice portal (GVP), including vendor evaluation and selection. Manage the requirements, design, development and implementation of the project. • Presenter at Genesys Conference on April 23, 2007.• Collaborate with the Internet Development team to jointly re-write the Inforce Policy Inquiry from ASP to J2EE technology, introducing the first corporate implementation of standard J2EE design patterns (business delegate, data access object-DAO, and stateless session EJB).• Responsible for resource planning, team management and budgeting for a team of eight.

Project Manager/Senior Business Analyst: Web Development Projects (2000 – 2002)• Lead e-commerce web development team to understand and define business requirements, define business process design, write functional specifications and object oriented use cases, develop GUI design and screen layouts, define database requirements, write technical design specifications, participate in Quality Assurance testing (including SQL queries to verify database transaction results), and coordinate release implementation for four major web applications. • Online Web RFQ Broker Negotiation – Delivered transaction capable web platform for Converge Trader and Customer negotiation. This complex and critical project was delivered in three months.• B2B RFQ Negotiation – Introduce direct business-to-business e-Commerce solution Web RFQ platform using WebMethods software and XML to implement RosettaNet messaging in a joint effort with business trading partner Fujitsu. Presented training demo to Fujitsu partner on-site in Japan. • Part Catalog Cross-Reference – Deliver Content Management web application that integrates with Global Trade Sales. Used for the Approved Vendor List (AVL) and Alternate Part List trading tool. • User Registration and Approval – Delivered this integrated solution for external registration and internal approval on schedule in a three-month aggressive deadline.

Senior Manager: Customer Choice Project/ Y2K Project – Project Lead/Developer role at PSNH client. (1997 – 2000)• Lead Revenue Reporting project at PSNH client for electric utility deregulation effort. Performed project management reporting and scheduling. Lead developer responsible for business systems analysis, design, programming, and testing.• Lead Y2K Project, including project management reporting and scheduling for a 10-person team. • Recognized for leadership ability by both my consulting firm and the client – assigned to oversee consultants from my organization as well as other consultants. Received branch office leadership award.Senior Consultant: Merger Integration Project – Analyst/Programmer role at BayBank/BankBoston Merger Client for ATM Card Management Integration. (1996 – 1997)

Project Supervisor/Lead Analyst/Developer: Electrical Outage Project (1/1996 – 10/1996)• Lead a small project team as key business analyst to develop a client server application to capture and report electrical outage, service restoration, and defective equipment data to support Distribution Engineering.• Perform requirements analysis, data modeling using ERWIN, GUI design and screen layouts, system prototyping, and application development using SQL Windows and stored procedures.Project Supervisor: Work Management Project/ Merger and Systems Conversion Projects (1990 – 1996)• Evaluate vendor proposals and manage the contracted completion of the distribution work management system and development of major new functionality and ongoing operational maintenance for the existing system. • Lead a geographically diverse, 10-person team to define scope, business requirements, functional specifications, and operational support needed to complete system development of a work management system.• Perform in both lead and member roles for several projects during the merger and conversion of PSNH and Northeast Utilities systems. Specifically, for the Financial Systems Conversion project - lead business systems and process analysis to evaluate business differences, recommend and implement solutions, and develop interface and conversion programs for subsidiary ledger and plant asset data.• Project Supervisor/Project Leader/Analyst/Developer: Finance/ Human Resource/Payroll/Plant Inventory (1982 – 1990)• Hands-on role for complex development, technical lead, systems analysis, and project management responsibilities. • Payroll Front-End Project – Identified and documented current system functions, designed and developed replacement application for the entire payroll validation, calculation, and labor distribution system that loads the Payroll system.