Tom Cantrell Email & Phone Number

Lansing, Michigan, United States

Work in the Agency Services division, as the Business Relations Manager providing IT support for the Michigan Department of Insurance and Financial Services (DIFS) and Licensing and Regulatory Affairs (LARA) Infrastructure. Responsibilities include overseeing large application modernization project (COREY), application support, day to day operations, maintenance projects, minor enhancements to existing systems, desktop support and infrastructure support.

• DTMB Product Owner for $70 million MDOS Legacy Modernization ProjectPoint of contact for technology issues with the projectManage DTMB resources assigned to the projectAssisted in writing RFP and member of JEC for selection of modernization project vendor and IV&V vendorCreated resource staffing plan to provide DTMB resources to project while still maintaining staff to support existing legacy systemsMember of Organizational Readiness and Project Governance teams• State Administrative ManagerLead manager and coordinator for annual PCI compliance effortSecond level manager for Mainframe and web development teamsMember of joint DTMB/MDOS Project Prioritization Team which includes submitting service requests and advocating for upcoming projectsProcure IT services, software and hardwareMember of JEC for Customer Flow Management, Remote Cash/Deposit Capture, Electronic LIEN Titling and Legacy Modernization Project• Resource Manager for System Development and Application Development teamsSuccessfully implemented projects includes Remote Deposit Capture/Remote Cash Capture, Customer Flow Management, Virtual Hold and CDL 5.3.2.1Currently working on Salesforce Integration for Administrative Hearings SectionServed in dual role as lead manager and project manager for several projects including Virtual Hold, the Informix Replacement Project, Ignition Interlock and CDL 5.3.2.1Manage resource allocations, work assignments, set priorities, coordinate training and evaluate staff performanceProcure, interview, select and manage contractual staff for staff augmentation• Other dutiesMember of the DTMB BA subcommittee for setting criteria to determine level classificationsWrite/Edit Statements of Work, Request for Proposals, Project Charters, Partnership Agreements, Position Descriptions and other documentation

• Manage Agency Services Team for LARA-Bureau of Commercial Services Corporation DivisionAdministrative oversight and supervision of the Commercial Services Support Unit Provide guidance and leadership to staff of developers and analysts Manage work assignments, monitor progress and report issues to first line management team Evaluate staff performance Manage work requests using Tracker application which is a homegrown tool used by LARA staff to request troubleshooting and development work Manage contracts of developers and other resources Meet regularly with LARA staff to coordinate efforts regarding the Corporation System Rewrite Conduct team meetings Lead of the Standards Team tasked with standardizing LARA - Agency Services processes

• Managed team of resources dedicated to support of the Michigan Business One Stop applicationCoordinate application support both internally and with One Stop Customer Assistance Center Oversee project deployment of One Stop upgrades including RFC process Develop and update appropriate policies and procedures for One Stop support Develop and maintain One Stop enhancement requests for future development of the application Facilitate User Group Meetings with Agency Experts Manage One Stop issue tracker/enhancement request/bug tracking application (Bugzilla) Content Manager Administrator Evaluate staff performance Business One Stop Agency Tool Administrator Manage One Stop Listserv and Vantage Monitoring Coordinate and conduct training for One Stop staff and agency personnel Manage contracts of developers and other resources

Testing Manager, Business Analyst and Customer Assistance Center co-creator for creation of the Michigan Business One Stop• Coordinated all aspects of Michigan Business One Stop application testingDirected testing staff during system testing which included assigning staff to test various components of the system, compiling results and reporting on defectsWrote detailed Testing Plan including individual system test cases, agency testing and load testing scriptsConducted integration and system testing of the applicationOrganized User Acceptance Testing with all state agencies and outside businesses to test the applicationProcessed reports for daily status meetings regarding project defectsProvided usability and functionality feedback for improvement of the applicationMaintained detailed records of test results for reporting purposes• Business AnalystWorked with state agencies to gather requirements for future enhancements including bi-weekly User Group Meetings to facilitate discussionWrote detailed requirements documents for sign off by state agenciesWorked closely with development team to ensure requirements were understood and completedLead analyst for development for various enhancements including Operational Status, Delegated Authority, Business Profile Data gathering and “Business One Stop Agency Tool” application• Co-creator One Stop Customer Assistance CenterReviewed bid proposals from outside vendorsWorked with agency staff to gather business support information for consolidating help functionAdvised MEDC on hardware needs for CAC staffWorked with Telecom to determine phone requirements for CAC staffCreated contacts processing procedures for incoming business callsAssisted in creation of customer support wiki for internal and external useCoordinated and delivered training to CAC staff• Conducted application demonstrations for Governor Jennifer Granholm, the cabinet and numerous Agencies and Business Leaders across Michigan

• Managed advanced software support staff, QA team and frontline technical staffDeveloped and managed content for web site and on-line procedure knowledgebaseWrote more than 200 call handling policies/procedures Oversaw entire CSC operations when operations manager was absent Coordinated and delivered comprehensive training to 75+ staff membersCreated orientation and customer service training program for new employeesProject manager for consolidation of staff from 20 different agencies into one organizationWorked extensively with other divisions on many projects, for example: organizing site visits for CSC agents to Field Service facilities; the “CSC Agent for a Day” program and implementation of the field services sharing program where FS staff worked at the CSC for several monthsDeveloped and oversaw tracking process database for monitoring overdue trouble ticketsManaged the CSC’s hardware inventory

• Developed, managed and supervised MDOT's Information Technology support function. In the first year increased call handling by 900%Wrote project plan and implemented a new IT customer support function for entire departmentCreated help desk web siteDesigned call tracking database in MS AccessDesigned several Access databases for MDOT divisions including an application which tracks property sold at auction and a database for procurement card trackingDeveloped MDOT Help Desk webpageDeveloped marketing plan including logo and brochureImplemented state-wide GroupWise migration training which became the roll-out model for the department

• Training ManagerManaged staff of 30 trainersTrained classes on all Microsoft products, PageMaker, GroupWise and othersLiaison for PTD with clients including sales, complaint handling and course developmentMet routinely with State of Michigan Training CoordinatorsManaged relations with EDS - contract holder for State of Michigan TrainingCreated and implemented new employee orientation programWrote many software training manuals Hired and trained more than 80 employees in four years

• Wrote campaign literature for 1994 electionCreated brochuresWrote radio scripts

Covered area sports and Spring Lake government

Performed all duties of sports department including writing articles, taking pictures and page layout

Journalism, Journalism

Journalism, Journali