IT Project Manager responsible for managing delivery of automated solutions for internal clients, including project initiation, planning, progress reporting to the PMO, risk identification and mitigation, team communications, and project accounting. Highlights include:- Capital Planning Process Development: Led the rapid development of a new ROI-oriented capital planning process for R&D projects, centering on a business case model used by project sponsors to secure funding for R&D and operational investments. The model converts benefit and cost projections into a consolidated income and cashflow statement and calculates project NPV, IRR, maximum cash exposure, and payback. Worked with corporate COOs to design a weighted scoring model for converting qualitative data for project risk, reward, and market opportunity into quantitative measures supporting company strategy. Developed training materials and provided guidance and quality assurance of submissions to division heads. The new process reports detailed information at the project level and summarizes to the program and corporate portfolio levels to enable rapid assessment of hundreds of project investments representing capital expenditures of €50m annually.- OneSource Mobile/Desktop Application: Managed the development of an IT service desk manage-ment reporting tool for operational data analytics and service interruptions. The app was built using Spotfire to replace numerous and complex spreadsheets with automated dashboards.- OneContact Mobile Application: Managed the deployment of an IT service desk app to 100,000 Atos employees worldwide, enabling them to easily contact the service desks in four countries via multiple channels (voice, email, chat) for obtaining status on open service tickets and to receive alerts about major network outages, maintenance, and other company news.

Assisted a FinTech start-up in Melbourne, Australia with the launch and funding of a social media platform designed for investors in the stock market. The application supports investment clubs for investors, investment advisors, and research providers, and includes all aspects of the development of watch lists, research collateral, stock recommendations, model portfolios, and personal portfolios. Highlights include: - Strategic Planning: Developed a business plan which included global market research, marketing plan, operating profile, financial plan (via DCF analysis), scenario planning, financial valuation, SWOT analysis, and venture capital funding requirements. - Business Analysis: Conducted a software process improvement review to improve the customer experience, identify enhancements, and debug the application. - Implementation: Guided software improvements and conducted market segment research, prospect identification, preparation of the user guide, and on-going marketing communications. - Product Strategy & Design: Identified opportunities for integrated applications addressing the entire value chain of the investment process, in support of the acquisition of new revenue streams, including (a.) automated stock alerts to support rapid investment decisions; (b.) integration with extant online stock trading platforms and bourses to support automated transactions for personal portfolios; and (c.) improved portfolio reporting.

- Published an acclaimed 1,500-page Civil War regimental history (Part I of II) in PDF format, available to the public via the website of the New York State Military Museum at Saratoga Springs, N.Y. - Compiled one of the largest digital regimental military archives in the world. - Prepared numerous high-quality 200-page research reports on individual soldiers in the regiment. - Edited a Civil War brigade history, since published in hardback.

Principal, Management Consulting, at a boutique consulting firm specializing in contact center consulting services, with responsibility for service delivery of transformation engagements and development of vendor selection methodologies. Example engagements included: - Implemented a contact center strategy for the largest online travel firm in the world. Researched the global contact center industry and identified, profiled and ranked over 100 vendor firms. Identified requirements for facilities, business processes, organization, recruitment, training, quality management, service level agreement, and KPIs. Prepared the RFI, RFP, and scoring criteria to select firms in a $50 MM procurement. - Assisted the largest personal computer manufacturer in the world by preparing a business case with 20 DCF analyses to support a transformation plan for contact center operations, with solutions involving telecommunications, networking, ACD/IVR architecture, voice technology, call routing, customer data capture, agent training, and management reporting. - Improved case management operations for the second-largest health insurance firm in the U.S., identifying 75 solutions for client targeting strategies, organization, procedures, and technology, resulting in an estimated reduction in labor requirements of 50%, process time reductions of 75%, and case backlog reduction of 60%. Also assisted with vendor negotiations to reduce call backlog.

- Developed a capital plan for the call center operations of a major cruise line. - Prepared methodologies for a start-up CRM consulting firm focusing on sales prioritization, customer retention, and measurement of customer value. - Also conducted initial research for the regimental history mentioned above.

Executive Director of Strategy and Business Development at one of the largest contact center management firms in the world, responsible for planning and implementation of new technologies and business ventures, reporting to the SVP of Strategy and Business Development. Highlights included: - Assisted with the planning, negotiations, financial analysis (lead role), pricing, management buy-in, and execution of contracts with two pioneering firms in the voice portal industry, one providing the tech-nology platform and the other providing speech applications. TeleTech was the first company in the world to offer voice recognition to its clients' callers, now a common feature in customer service envir-onments. The two deals resulted in projected cost savings of $40 MM over five years and a payback of invested capital within one-half year. - Prepared a value proposition for a labor arbitrage strategy utilizing contact centers overseas, oversaw the RFP process with ten candidate partner firms, and conducted negotiations for a joint venture with a firm in the Philippines, since acquired by IBM, resulting in a cost per call reduction of 50%. - Prepared a joint venture business plan with a firm in Toronto, Canada for CRM consulting services.

Principal, Management Consulting, with responsibility for service delivery in client engagements and business development. Service delivery focused on business case development and process improvement. Also engaged in new product development and financial planning for new services, and financial support of contract proposals. Example assignments included: - Instructor in the top-ranked business case development course at the training center in Paris. - Developed a business case and performance tracking plan for a new U.S. national consulting practice for the pursuit and delivery of large, complex, multinational IT transformation contracts. - Assisted the largest tire manufacturer in the world with a transformation plan for its tire leasing division. Prepared a business case to support investments in IT modernization with projected cost savings of $10 MM over five years. Also prepared a financial valuation of the SBU for the current and future states. Key financial indicators were calculated to determine the potential impact on share-holder value, earned value analysis, and ROI under multiple scenarios. The corporate CFO described the business case as "the best he had ever seen." - Developed a detailed business case model to support business development and project scoping for CRM services. The model used benefits projections and cost assumptions to calculate ROI for the transformation program from the customer's viewpoint, and calculated shareholder value, customer value, and changes in contact center staffing requirements. - For one of the leading property and casualty insurance firms in the U.S., improved the capital planning process for IT projects via management controls such as project prioritization, business case development, decision support, executive committee structure, and organizational design.

Principal, Management Consulting, providing services to the Federal government. Highlights included: - For the U.S. Postal Service's Financial Services Division, prepared a business and financial plan for an electronic bill payment service with projected revenues of $100 MM. The plan included product definition, market forecast, process architecture, cost and pricing analysis, and ROI determination. Responsible for selling the task order to the USPS. - Also for the USPS, developed a financial plan for an automated mail delivery confirmation service with projected revenues of $500 MM for markets in Europe, Asia, and Latin America. Once again responsible for selling the task order to the USPS.

Manager, Management Consulting, providing process improvement and change management services to the Federal and state governments. Example engagements included: - For the State of Florida, directed a team of 10 client executives in transforming customer service and accounting processes for the state retirement system, resulting in a reduction of operating costs by 60% and process cycle times by 85%. The engagement included all aspects of BPR, including facilitated work sessions, process prioritization, current state definition, quantitative analysis, problem identification, process visioning, gap analysis, future state definition, solutions portfolio, business case development, and implementation planning. Played a pivotal role in selling the contract. - For the Internal Revenue Service, directed a team of 15 executives in transforming the largest call center operation in the U.S. at the time, impacting 20,000 employees. Also prepared a change management plan to support the implementation of the solutions portfolio. - Co-authored the BPR methodology used internally by the U.S. Patent & Trademark Office and provided on-going support to its internal process improvement program. - Twice promoted, from first-level manager to third-level.

Manager of Business Analysis, reporting to the CFO, with responsibility for internal process improvement projects at corporate headquarters and financial analyses for new ventures. Highlights included: - Project manager of a process improvement project for corporate accounting, addressing procedural and system problems in general accounting, A/R, A/P, billing, and payroll. Prepared process maps, problem definitions, solutions portfolio, and cost-benefit analyses. - Prepared business cases in support of software applications developed for the Federal government. - Guest lecturer on BPR methodologies at the University of Virginia, Charlottesville, Va.

Senior Associate, Management Consulting, responsible for service delivery to clients in the commercial and Federal government sectors. Highlights included: - Assisted in the development of strategic plans for the U.S. Departments of the Navy and Air Force. - Prepared a research report on economic restructuring trends in Eastern Europe and Russia for the U.S. Agency for International Development, focusing on the privatization of state-owned enterprises. - Evaluated consolidation strategies for publishing and distribution operations of the "Stars and Stripes" in the U.S., Germany and Japan, and determined the feasibility of outsourcing printing operations. - Restructured accounting and customer service operations for several corporations, reducing labor costs by an average of 25% through organizational streamlining and process improvements.

Financial Analyst, with responsibility for financial valuations of corporate acquisition targets, business plans, and joint ventures. Also served as an instructor in business case development for corporate executives. Prior assignment (TDY) with the start-up management team for European operations as Recruiting Manager for West Germany in Frankfurt. First position with the company as a Management Consultant, providing process improvement services to clients in the insurance and health care sectors. Received the "Outstanding Young Men of America" award in 1987.