Résumé of Mark Ferretti ...
SUMMARY OF QUALIFICATION:
Over 20 years’ experience helping organizations achieve their vision and mission, goals and objectives, by working with executives, management, business operations, technology, SMEs, vendors, clients and customers, defining their requirements then forming and prioritizing Projects and executing them via project management and coordination, technical business analysis, applications development, and BPM continuous improvement including customer experience management, systems and process analysis, and technology integration.
I have helped organizations in a wide variety of industries including healthcare, government, manufacturing, banks, investment firms, commercial airlines, shipping and logistics, customer services and their contact centers, and the Church.
Led hundreds of projects and never had a project failure (scope, schedule, budget, sponsor and stakeholder expectations).
Certification in Project Management from Boston University. Certification in Process Improvement from International BPM Institute. Bachelor of Science in Administrative Systems from Indiana University. Master of Arts in Counseling Psychology from Colorado Christian University.
KEY KNOWLEDGE, SKILLS AND ABILITIES:
+ Program, Portfolio and Project Management
+ Organizational Readiness
+ Systems Improvement (BPM)
+ Technical Business Analysis
+ Integrated System/Software Development (SDLC)
+ Agile, Iterative Development
+ Management of projects and teams onsite, offsite and/or offshore, worldwide
+ Customer Experience Management (CEM)
+ Client/Customer Support
+ Vendor Management
+ Business-IT-Vendor Coordination, Collaboration and Communication
+ PMI’s Methodology, Documents, Baselines and Metrics
+ Requirements, Scope (Features), Roles and Resources, Risk Management, Quality, Budget and Schedule Management
+ Change Management and Change Control
+ Implementation Management and its Coordination and Control
+ Issues Management and their Resolution
+ Vendor applications and their configuration and interfaces
+ Development and Implementation of today’s technologies (Web, Windows, Mobile, Cloud Services, SaaS, PaaS, ERP, vendor applications and their configuration and interfaces, Client/Server, RDBMS, Mainframe and their portal technologies)
+ Object Oriented Analysis and Design
+ N-tier Architecture (Presentation Layer, Services Layer, Data Layer)
+ Hub-and-Spoke Design instead of Point-to-Point Interfaces.
CAREER SUMMARY
* Technical Consultant for Doctors’ office systems including website and Office 365 applications, email Exchange, Cloud-based files, and vendor systems. Worked with doctors on process, technical issues and enhancements. Worked with vendors on issues.
* Data Governance Technical Business Analyst on contract with the 2nd largest Broker-Dealer in the United States (2018 AUM). Responsible for onboarding Schwab business areas and approved clients and vendors onto the Enterprise Securities Master (ESM) that contains corporate approved, normalized and standardized descriptive and fundamental data for every security traded by Schwab (common stocks, preferred stocks, futures contracts, exchange-traded funds, options, mutual funds, and fixed income investments).
* Voting member of the Colorado Department of Health Care Policy & Financing, Program Improvement Advisory Committee. Helping the committees with project management, system improvement, and patient/provider advocacy.
* Set up Church Project Management Office. Church project management is much more relationship oriented than business project management which is results and profit oriented. Worked with church leadership defining their Vision for the future of the church, developed the project management process and documents to facilitate ideas and projects to accomplish that Vision, and implemented a PMO Cloud intranet site to facilitate the project management process and house the documents in the cloud for online retrieval, editing, and history.
* Process Analyst and Systems Improvement Consultant for a card fulfillment provider (Visa, Mastercard, Discover, Gift Cards). Hired to write requirements for their next generation fulfillment platform.
* IVR Technical Business Analyst on contract with a U.S. passenger airline transforming their IVR (Interactive Voice Response) system to a low-cost carrier paradigm interfacing with a completely new Cloud ERP passenger services system.
* Applications Standardization Analyst on contract with a huge health services organization working with IT, vendors and contractors nationwide on enterprise solutions.
* Contact Center Senior Project Manager consultant with a company operating in more than 190 countries, in charge of organizational readiness preparing the business to implement and utilize a completely new global customer services PaaS/SaaS system.
* Projects Coordinator on contract with a SaaS/Infrastructure provider, working with multiple clients integrating their business into cloud SaaS and infrastructure solutions.
* 7 years’ Program Manager at a professional services company helping businesses improve their products and services, customer services, revenues, quality, and operational efficiencies through a program of Customer Experience Management, Business Process Management, and Software and Technology integration.
* 6 years’ Applications Development Manager at a huge investment management company, supporting all the investment systems’ applications and technology, working with the business analyzing and automating the business workflow saving the company hundreds of thousands of dollars in manual operations, resulting mistakes, and missed opportunities.
* 10 years’ Lead Programmer Analyst at a customer services contact center and middle/back office operations center supporting more than 2 million accounts for multiple companies, helping lead the company to industry award-winning customer service 7 years of my 10-year tenure.
EDUCATION
Business Process Management Professional (P.BPM) certification, International BPM Institute.
Process Analysis and Continuous Improvement based on Customer Experience Management, Process Analysis and Re-Design, Process Mapping and Measurement, and Organizational Strategy and Tactics.
Project Management Certificate, Boston University.
Foundations of Project Management Certificate Program. Boston University Corporate Education Center (BUCEC) was a charter Registered Education Provider of the Project Management Institute (PMI) and sat on PMI’s Global Corporate Council.
Bachelor of Science (B.Sci.) in Business, Indiana University, Bloomington, Indiana.
Majored in Administrative Systems with emphasis in Computer Science and Business Process Management (BPM).
Master of Arts (M.A.) in Psychology, Colorado Christian University, Lakewood, Colorado.
Graduate degree in counseling psychology. Earned this degree to better business relationships and communications.
***
SUMMARY OF QUALIFICATION:
Over 20 years’ experience helping organizations achieve their vision and mission, goals and objectives, by working with executives, management, business operations, technology, SMEs, vendors, clients and customers, defining their requirements then forming and prioritizing Projects and executing them via project management and coordination, technical business analysis, applications development, and BPM continuous improvement including customer experience management, systems and process analysis, and technology integration.
I have helped organizations in a wide variety of industries including healthcare, government, manufacturing, banks, investment firms, commercial airlines, shipping and logistics, customer services and their contact centers, and the Church.
Led hundreds of projects and never had a project failure (scope, schedule, budget, sponsor and stakeholder expectations).
Certification in Project Management from Boston University. Certification in Process Improvement from International BPM Institute. Bachelor of Science in Administrative Systems from Indiana University. Master of Arts in Counseling Psychology from Colorado Christian University.
KEY KNOWLEDGE, SKILLS AND ABILITIES:
+ Program, Portfolio and Project Management
+ Organizational Readiness
+ Systems Improvement (BPM)
+ Technical Business Analysis
+ Integrated System/Software Development (SDLC)
+ Agile, Iterative Development
+ Management of projects and teams onsite, offsite and/or offshore, worldwide
+ Customer Experience Management (CEM)
+ Client/Customer Support
+ Vendor Management
+ Business-IT-Vendor Coordination, Collaboration and Communication
+ PMI’s Methodology, Documents, Baselines and Metrics
+ Requirements, Scope (Features), Roles and Resources, Risk Management, Quality, Budget and Schedule Management
+ Change Management and Change Control
+ Implementation Management and its Coordination and Control
+ Issues Management and their Resolution
+ Vendor applications and their configuration and interfaces
+ Development and Implementation of today’s technologies (Web, Windows, Mobile, Cloud Services, SaaS, PaaS, ERP, vendor applications and their configuration and interfaces, Client/Server, RDBMS, Mainframe and their portal technologies)
+ Object Oriented Analysis and Design
+ N-tier Architecture (Presentation Layer, Services Layer, Data Layer)
+ Hub-and-Spoke Design instead of Point-to-Point Interfaces.
CAREER SUMMARY
* Technical Consultant for Doctors’ office systems including website and Office 365 applications, email Exchange, Cloud-based files, and vendor systems. Worked with doctors on process, technical issues and enhancements. Worked with vendors on issues.
* Data Governance Technical Business Analyst on contract with the 2nd largest Broker-Dealer in the United States (2018 AUM). Responsible for onboarding Schwab business areas and approved clients and vendors onto the Enterprise Securities Master (ESM) that contains corporate approved, normalized and standardized descriptive and fundamental data for every security traded by Schwab (common stocks, preferred stocks, futures contracts, exchange-traded funds, options, mutual funds, and fixed income investments).
* Voting member of the Colorado Department of Health Care Policy & Financing, Program Improvement Advisory Committee. Helping the committees with project management, system improvement, and patient/provider advocacy.
* Set up Church Project Management Office. Church project management is much more relationship oriented than business project management which is results and profit oriented. Worked with church leadership defining their Vision for the future of the church, developed the project management process and documents to facilitate ideas and projects to accomplish that Vision, and implemented a PMO Cloud intranet site to facilitate the project management process and house the documents in the cloud for online retrieval, editing, and history.
* Process Analyst and Systems Improvement Consultant for a card fulfillment provider (Visa, Mastercard, Discover, Gift Cards). Hired to write requirements for their next generation fulfillment platform.
* IVR Technical Business Analyst on contract with a U.S. passenger airline transforming their IVR (Interactive Voice Response) system to a low-cost carrier paradigm interfacing with a completely new Cloud ERP passenger services system.
* Applications Standardization Analyst on contract with a huge health services organization working with IT, vendors and contractors nationwide on enterprise solutions.
* Contact Center Senior Project Manager consultant with a company operating in more than 190 countries, in charge of organizational readiness preparing the business to implement and utilize a completely new global customer services PaaS/SaaS system.
* Projects Coordinator on contract with a SaaS/Infrastructure provider, working with multiple clients integrating their business into cloud SaaS and infrastructure solutions.
* 7 years’ Program Manager at a professional services company helping businesses improve their products and services, customer services, revenues, quality, and operational efficiencies through a program of Customer Experience Management, Business Process Management, and Software and Technology integration.
* 6 years’ Applications Development Manager at a huge investment management company, supporting all the investment systems’ applications and technology, working with the business analyzing and automating the business workflow saving the company hundreds of thousands of dollars in manual operations, resulting mistakes, and missed opportunities.
* 10 years’ Lead Programmer Analyst at a customer services contact center and middle/back office operations center supporting more than 2 million accounts for multiple companies, helping lead the company to industry award-winning customer service 7 years of my 10-year tenure.
EDUCATION
Business Process Management Professional (P.BPM) certification, International BPM Institute.
Process Analysis and Continuous Improvement based on Customer Experience Management, Process Analysis and Re-Design, Process Mapping and Measurement, and Organizational Strategy and Tactics.
Project Management Certificate, Boston University.
Foundations of Project Management Certificate Program. Boston University Corporate Education Center (BUCEC) was a charter Registered Education Provider of the Project Management Institute (PMI) and sat on PMI’s Global Corporate Council.
Bachelor of Science (B.Sci.) in Business, Indiana University, Bloomington, Indiana.
Majored in Administrative Systems with emphasis in Computer Science and Business Process Management (BPM).
Master of Arts (M.A.) in Psychology, Colorado Christian University, Lakewood, Colorado.
Graduate degree in counseling psychology. Earned this degree to better business relationships and communications.
***