Raquel L. Email & Phone Number

Bangalore, Karnataka, IN

Responsible for the development, implementation and support of technology solutions and mapping business requirements to systems/technical requirements to ensure they are in line with enterprise architectural plan. Additionally, focused on improving the stability and performance of the systems, maintaining, and improving the security posture through.

Furloughed from Wipro Healthplan Services

Bangalore, Karnataka, IN

• Develop infrastructure strategic and operational plans to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment and management of current and future IT.
• Implemented flexible and scalable ITIL based practices to refine and improve the organizational IT service life cycle.
• Contributed to the budgeting and monitoring of IT Infrastructures' annual budget.
• Responsible for reviewing and approving of expense reports, invoices, and other financial documents.
• Responsible for making recommendations to improve efficiency and reduce costs.
• Managed and evaluated the activities and duties of assigned staff members.(Manager responsibilities include Workstation Management, and Change Management & Release Management)

Tampa, Florida, US

• Direct the operational and technical activities associated with the change and release management processes with an enterprise wide scope utilizing the ITIL service model.
• Provide governance for our Change Advisory Board, all change and release related communication and adherence to defined change and release policies.
• Direct the development and implementation of policies, processes and procedures ensuring policies support and control change domains consistently.
• Own cross-domain issues throughout the Enterprise such as change freezes, collision management and non-compliance impacts.

Tampa, Florida, US

• Interfacing directly with the Customer and stakeholders regarding all phases of release planning.
• Leading the Release Management Team, including project plans, sprints, tasks, release schedules, and configuration management
• Plan, negotiate, and manage all core and custom application release-related activities, including hotfixes, patches, maintenance releases, and major version upgrades.
• Ensure that issues, dependencies, and risks are identified, understood, and resolved in a manner that mitigates risk to release scope and schedules.
• Collaborate with the Infrastructure Team Lead regarding the execution of the deployment plans and checklists.
• Creating key metrics and identify opportunities to make tactical improvements to the release management process.

Tampa, Florida, US

• Responsible for the release and change management life-cycle, managing risks while resolving issues that affect release scope, schedule and quality.
• Coordinated release content and effort based on the service request backlog, pending service requests, third party applications, or operating system updates
• Coordinated and conducted deployment activities in support of application and infrastructure changes.
• Displayed the ability to initiate change and act with integrity when tough decisions have to be made.
• Displayed the ability to communicate effectively with executive leadership in both business and technology roles.
• Demonstrated exceptional critical thinking, strategic planning, and process management skills.

New York, NY, US

• Manage the Release Management Strategy and life-cycle which includes scheduling, coordinating and the management of releases for multiple applications across various portfolios.
• Responsible for implementing and managing release processes for the implementation of infrastructure and progression of code in the development, test, and production environments.
• Manage the impact of incidents and problem resolution with the impact on the release schedule across environments.
• Build the IT Release Calendar in working closely with the IT release managers from different portfolios across IT and centralizing view of all releases.
• Lead the effort of defining the IT strategic direction for release management tools for IT to ensure the process requirements of release management are build in.
• Assist in managing projects and inter-dependencies to ensure milestone adherence to ensure the integrity of the release can be measured.

Bloomfield, CT, US

• Lead the development, management and strategic alignment of the Infrastructure, Change, and Release Management teams.
• Define Release Management and Quality Key Performance Indicators including metrics definition, collection plan, frequency, ownership, reporting mechanisms and process control plans.
• Define and mature Testing and Release Management policies, procedures and processes.
• Work to implement Best Practices to deliver high quality projects into Production across multiple teams for multiple versions of operating systems, browsers, and mobile devices to deliver a user experience that.

Bloomfield, CT, US

• Managed infrastructure releases consisting of 20 or more multi-million dollar projects impacting 100 or more applications and various IT services.
• Responsible for overall coordination, status reporting and stability of complex and cross-functional project oriented work efforts.
• Established and implements project management processes and methodologies for the IT Community.
• Supported the end-to-end program governance of highly complex releases.
• Managed the interdependencies, issues, and risks across the projects and other work efforts.

Bloomfield, CT, US

• Developed and implemented reusable release management process improvement for future releases as appropriate.
• Responsible for overall coordination, status reporting and stability of complex and cross-functional project oriented work efforts.
• Supported the end-to-end program governance of highly complex releases.
• Managed infrastructure releases consisting of 20 or more multi-million dollar projects impacting 100 or more applications and various IT services.
• Managed the interdependencies, issues, and risks across the projects and other work efforts.
• Prepared of bi-weekly executive management reporting.

Bloomfield, CT, US

• Collaborated with Release Managers, Quality Assurance teams, PMO Project Managers, Project Test Leads, Data Coordinators and IT Operations for the successful delivery of Healthcare releases with a focus on data.
• Coordinated local Information Protection awareness and compliance activities by serving as the Information Protection Coordinator.
• Served as the lead infrastructure consultant/liaison to ensure quality implementation of information technology solutions.
• Managed the creation of the data plan, establish release milestones, provide release status, and manage release risks and issues.
• Supported the establishment and execution of the integrated test and implementation plans.
• Provided backup support for the Healthcare Change Management Local Change Control Board to ensure appropriate risk assessments and authorizations.

New York, NY, US

• Directed assigned applications systems analysis project staff to develop, implement and/or maintain a medium sized or multiple smaller assigned projects.
• Managed to the operational plan for Loss Sensitive Receivable Management group’s business systems projects.
• Oversaw the development of business user specifications into cost-effective applications systems specifications.
• Responsible for resource and staffing plans, work priorities and project management within established budget objectives.
• Provided the division, department, and senior management with timely and accurate information regarding the performance of the assigned projects(s).
• Built and leveraged effective alliances across the technical and business community to ensure the best utilization of resources.

New York, NY, US

• Manage and participate in projects as related to various systems/applications.
• Developed and implemented computer proficiency training classes.
• Developed and maintained various MS Access Databases.
• Responsible for billing and maintenance of assigned accounts.
• Set-up each account assigned in the Plan Data system, to include all account information, formulas, calculations and bill presentation.
• Create and maintain various Microsoft Access applications.

New York, NY, US

• Responsible for the gathering, organizing, monitoring and reporting of various IT metrics in the areas of project performance, resource utilization, budget and actuals tracking, etc,
• Provide ongoing development and production of many management reports for various levels of the organization in order to enable both the business and IT community with the information needed to properly manage the.
• Serve as the primary tool owner and administrator for various project and effort tracking tools being implemented in PLTS.
• Responsible for the accurate time and expense billing and reporting of various global resource engagements for both onshore and offshore contractors.
• Responsible for the reporting of financials relating to IT projects.
• Analyze data and document trends in business.

New York, NY, US

• Managed the development and maintenance of the loss responsive systems and associated functions and procedures that support the business and financial objective of the Receivable Management.
• Provided consulting services to assigned department(s) in the areas of streamlining business processes, creating improvements in quality and/or productivity, cost reductions, competitive benchmarking, organization.
• Recommended changes that had a direct and significant impact on the department’s bottom line.
• Responsible for business analysis of detailed systems specifications to support the Loss Responsive Operations needed systems functions.
• Expertly communicated, to the operations and technical units, changes in the systems and business environment.
• Developed and maintained comprehensive documentation on systems processing procedures which support the National Account, Commercial Accounts, Construction, Property and Specialty Insurance Division loss responsive.

New York, NY, US

• Worked in conjunction with representatives operating the former Aetna billing support systems (NCAIS & Alpha) to resolve issues and facilitate the billing and financial booking conversion to Plan Data.
• Developed and implemented the conversion process to report to all affected areas.
• Developed reporting criteria to notify the booking area when deductible Aetna accounts have been converted in order to maintain financial integrity and autonomy.
• Developed and implemented a computer proficiency training class which included Microsoft Office, HOST applications, printers, and PC software.
• Performed all of the duties of the Receivable Account Manager. (See below)

New York, NY, US

• Primarily responsible for Customer Service relative to the set up, billing and maintenance of major Commercial Accounts, billing and collection of overdue receivables, performing reconciliations, and the application of.
• Review and interpretation of loss sensitive legal agreements.
• Set-up of assigned accounts utilizing our loss responsive billing systems
• Timely and accurate production of billing packages according to Receivable Management policies and procedures.
• Quality Customer Service to improve productivity and increased cash flow.
• Effective analysis and assessment of disputes and issues impacting the timely collection of receivables.

Master Of Science - Ms, Artificial Intelligence & Business Analytics

Bachelor Of Arts (B.A.), Leadership And Organizational Studies

Certificate, Health Information Technology: Implementation Manager (Hit Pro™)

Pre-Nursing Studies

Associate Of Science (A.S.), Computer Information Systems

Certificate, Project Management

Certificate, Computer Programming