Vice President, Enterprise Applications And Business Process Management
Greater Atlanta Area
• $100M in Cost Savings Realized from the Retail Customer Request System.--> Recognized as a key contributor by Michael Curcio, EVP and President of E*TRADE Securities. He stated that the system “is so well-built that it has saved E*TRADE over $100M since its launch in 2005.” The estimate is based on increased levels of automation from the previous system, new self-service functionality, less rework, and fewer customer inquiries.• Launched the first upgrade of E*TRADE’s PPM software implemented in 2008. --> PPM at E*TRADE: 1,100 FTEs charging time in support of 300+ active projects; re-engineered business processes: project work-steps reduced by 66%, introduced time approval by project management to complement approval by supervisors, re-factored department support and maintenance for increased management reporting; re-configured resource capacity, demand, time tracking and conformance to enable Resource Management.• Led the delivery and sign-off of technical requirements to upgrade the IT Service Desk (ITIL).--> Complex upgrade of E*TRADE’s IT Service Desk software last upgraded in 2006. Re-engineered business processes: replaced 100+ Crystal reports with online reporting by RemedyForce, re-categorized 4,000+ incident categories into 30 incident categories, obtained management buy-in to implement case management to resolve incidents and problems.• Led the upgrade of the corporate intranet and document repository.--> Facilitated the integration of enterprise social collaboration at E*TRADE for all employees. Social collaboration features included group membership, status updates, follow a user functionality, integrated wiki posting, and integrated document lifecycle management.
