Florida Department of Management Services

Transcription

1 Florida Department of Management Services Proposal for Broadband Program Process Implementation for Customer Outreach February 12, 2013 Submitted by Brandt Information Services, Inc. 501 North Duval Street Tallahassee, Florida (850) North Duval Street Tallahassee, FL toll-free

2 February 12, 2013 Ms. Suzanne Woodcock, Contracts and Project Management Office Florida Department of Management Services Division of Telecommunications 4030 Esplanade Way, Room 180B Tallahassee, FL Dear Ms. Woodcock, Brandt Information Services is pleased to provide the Florida Department of Management Services with the attached proposal for Business Process Improvement staffing need. Please review the attached resume and information related to our qualified consultant on the following pages. Brandt Information Services has been a trusted name in enterprise consulting and information services since We have a proven, award-winning track record of delivering custom applications that result in productivity awards, cost savings, and satisfied customers. We provide high quality, time-bound, and cost effective products and services to help government and businesses manage, automate, streamline, and integrate business processes. Sincerely, Jeff Phillips Jeff Phillips jeff.phillips@brandtinfo.com (850) Office (850) Mobile 501 North Duval Street Tallahassee, FL toll-free

3 RESUME OF STEPHEN WALL Mr. Stephen Wall EXECUTIVE SUMMARY Information Technology manager with several years of Project Management experience within the Information Systems and Customer Service fields. Solid background in directing projects to implement web-based applications. Proven ability to bridge technology and business goals to provide productive solutions. Demonstrated success in leading and mentoring cross-functional teams in order to maximize levels of productivity. Excellent communicator, with emphasis on building strong client relationships, capable of creating professional presentations. Quick learner that rapidly adapts to emerging technologies. Managed and led the implementation, customization and configuration of SugarCRM for Walgreens. SugarCRM Project Manager/Team Lead for 3 years. ENVIRONMENT Operating Systems: Tools: Languages: Databases: Servers: Messaging: Methodologies: Windows 2000/NT/XP; Solaris; AIX; IBM MVS Mainframe; Linux Netbeans; WSAD; Visual Studio; Microsoft Office 1007 Suite; SharePoint; LAMP; HP Quality Center Java, JavaScript, HTML, XML, JCL, COBOL, SQL, PL/SQL, C, C++, UNIX shell scripts, VB.Net, C#.Net, PHP Oracle, MS SQL Server, MySQL Weblogic 8, Weblogic 9, Weblogic 10.3, Websphere, ATG Dynamo, Apache Tomcat MQSeries, Tuxedo Agile, XP, Waterfall PROFESSIONAL EXPERIENCE Transamerica, Cedar Rapids, IA Aug Present Production Support Lead/QA Lead Provide technical leadership to the divisional Production Support team. Coordinate the activities of the team. Assist with problem solving. Send out division wide communications concerning future and current outages. Work with our internal customers to fix the problems they are experiencing with our many and varied systems. Coordinate the efforts of both the mainframe and distributed systems sides of the Production Support Team. Track problem tickets. Produce monthly reports on costs incurred by the division s IT resources people, software and hardware. Oversee projects to lifecycle all servers into warranty and to get all servers patched to current software and security levels. February 12, 2013 Page 1

4 RESUME OF STEPHEN WALL Abbott Laboratories, Waukegan, IL Jan Aug Tech Lead/Technical Project Manager Provide technical and project leadership to project teams. Facilitate intergroup communications. Review and approve project documentation. Ensure adherence to Abbott s standard operating procedures for projects. Assign and review documents require for each step of the SDLC. Meet with with developers, systems administrators, DBAs, hardware technicians, vendors, etc., to make sure that timelines are established and followed. Log issues and follow through to ensure satisfactory resolution. Utilized HP Quality Center. Utilized Microsoft Project. Tracked projects in Microsoft Project for the Web. Planned and coordinated unit testing, system testing, regression testing, and User Acceptance Testing. Rush University Medical Center, Chicago, IL Nov Oct Web Services Group Team Lead Provided technical leadership and management to the Web Services Group. Responsible for all Rush websites and web applications. Responsible for day to day support activities. Led team of 6 employees and 6 consultants. Established an SDLC methodology for the department. Managed small, large, and infrastructure projects through all phases of the SDLC, including making hardware and software purchase recommendations. Responsible for all QA for the Web Services Group. Gathered business requirements and turned them into requirements documents, then into technical design documents. Utilized Oracle PL/SQL for all projects. Java development projects made use of the Spring framework and Hibernate. Used Agile methodology. Managed several projects at once. Scrum Master on SharePoint project. Each project required unit testing, system testing, end-to-end testing, regression testing, and User Acceptance Testing, with the associated testing plans and sign-offs. Utilized Win Runner, Load Runner and Bad Boy. Utilized Microsoft Project on each of the projects. SharePoint installation, including all hardware and software. Fatwire upgrade versions 5.5 and 6.3 to Contact Us upgrade. Content Management System Proofs of Concept. Added a Google search to the Rush websites. Google Analytics and Webtrends. Maintained the Weblogic Portal. February 12, 2013 Page 2

5 RESUME OF STEPHEN WALL Web programming, involving HTML, JSP, JavaScript, and CSS. Managed the upgrading of 30 applications from previous versions of Weblogic (8.15, 8.16, 9.x) to Weblogic Patriot Technologies, LLC, Hines, IL May 2008 Nov IT Specialist 2nd level Support for Enterprise Systems. Responsible to troubleshoot Enterprise System problems for users and suggest solutions. Walgreens Health Services, Deerfield, IL Aug May 2008 Team Lead/Support Lead/Project Manager Provided technical leadership and project management to the Contact Center Support Group. Oversaw support responsibilities for the Call Center Applications team. Guided Project Managers through smaller projects. Prioritized and assigned support tasks. Coordinated testing unit testing, system testing, regression testing, end-to-end testing, and User Acceptance Testing. Managed application deployments. Extensively utilized Microsoft Project. Project manager and Team Lead for implementation and customization of SugarCRM - Customer Management and Issue Tracking System a CRM/Trouble ticket system. Involved with all phases of the Systems Development Life Cycle with SugarCRM. Developed and added escalation capability to SugarCRM. Developed and configured outbound solicitation campaign capability to SugarCRM. Implemented popup reminder capability to SugarCRM. Customized reporting modules to SugarCRM. Added capability to SugarCRM so that it would prepopulate the DataPoint system. Worked with onsite and offsite consultants and employees. Project manager and architect for DataPoint - an interface to all the legacy back end systems of Walgreens Health Services. Project manager and architect for WCCCReporting - a web based reporting tool for Walgreens Customer Care Center incoming call activity. CSC Consulting, Oakbrook, IL Oct Aug Technical Analyst Worked on projects at client sites. Last project was a Java, J2EE, Delphi financial trading software package at a client site. Previous project was at Abbott Laboratories, working with Informatica6.2, an ETL tool. Informatica was used to take legacy data, flat files, and Oracle data, and use it to populate Oracle tables. Also used Java, ftp, SQL, and ODBC. February 12, 2013 Page 3

6 RESUME OF STEPHEN WALL Encompass Insurance, Chicago, IL April 1994 Aug Technical Analyst/Systems Analyst/Project Manager Provided technical expertise and leadership to the Claims group and the Agency Automation group. Integrated legacy systems with the Insurance Agent Portal. Mentored the rest of the team in the use of system tools. Provided Subject Matter expertise legacy systems, EDI, ACORD Level 3, XCOM, Docusolve (a specialized forms software). First Notice of Loss system - a system to allow claims to be initiated via fax or internet. Agency Upload a system that was used to accept policy data from contracted insurance agents via the internet. Agency Download a system used to transmit policy data to contracted insurance agents. Docusolve a policy system and policy billing system for policies that did not adhere to normal policy parameters, e.g. more than 9 cars, more than 9 houses, etc. EDUCATION FLMI Certification, Chicago, IL, an Insurance Industry Designation. Master of Project Management degree, Keller Graduate School, Chicago, IL Master of Business Administration degree, Keller Graduate School, Chicago, IL Bachelor of Science Degree, Computer Information Systems, DeVry University, Chicago, IL 1994 Valedictorian. February 12, 2013 Page 4

7 PROJECT PLAN OF STEPHEN WALL Project Plan 1. Gap Analysis Determine current capabilities of Sugar CRM Meet with stakeholders Gather requirements Prioritize and categorize requirements Compare with desired future capabilities Map changes needed by End of day 2 2. Milestones Customer capture, assign, manage, track End of week 2 o Input screens o Database changes Centrally manage and share all customer service issues End of week 3 o Set up security roles o Set up escalation o Define user roles Users Supervisors Admin Frequency of incidents report End of week 4 Share information across individuals and teams End of week 5 Customer support responsiveness report End of week 6 o Average time to respond KPI report End of week 7 o Average time per issue o Percentage of issues resolved with first contact o Number of issues per resource Dashboards End of week 8 o KPI dashboard Average time per issue Percentage of issues resolved with first contact Number of issues per resource o Other dashboards? Outbound solicitation capability End of week 12 o Database changes o Data source mapping Creation of output 3. Methodologies to be used to complete the project Iterative/Spiral project method - Agile abled Weekly/bi-weekly deliverables February 12, 2013 Page 5

8 PRICE SHEET FOR STEPHEN WALL Fixed Pricing Calculation Job Family Manager, CRM Technology Job Number 3800 Scope Variant No Variance Hourly Rate Fixed Hours Billable Dollars $ $39, $39, Fixed Fee Price The proposed rates are effective for ninety (90) days. If awarded Brandt Information Services shall be responsible for performing the work outlined in the SOW provided by DMS. This pricing is based on the established rates set forth in State Term Contract Pricing listed above is fixed pricing and no additional fees shall be charged for products or services other than the single fixed price. Thank you for considering Brandt and we look forward to working with DMS. February 12, 2013 Page 6