Resume for Robert Owens

Robert Owens

rowens@rtosolutions.com

Business & IT Process Improvement Manager<= /b>

Over 15 years of success in analyzing existing processes, identifying areas for improvement, optimizing business and IT operations, a= nd delivering significant cost savings.

w        Results-driven, diversified, and strategic Business and IT professio= nal pursuing opportunities to leverage Six Sigma Black Belt, MBA in Business, a= nd pending PMP Certification to bridge gap between IT and business needs. <= /span>

w        Excel in interfacing with customers to assess needs, gather requirements, develop solutions, deliver presentations, and provide support= .

w        Recognized as self-directed professional with track record of comple= ting projects on time, within budget, and to client/end user specifications.

w        Inclusive leader skilled in collaborating with and empowering staff = at all levels to contribute and attain peak levels of performance.<= /span>

AREAS OF EXPERTISE=

Business Analysis w Process Improvement w Project Management w Programming w Problem Solving

Lean Six Sigma Methodologies w Client Consultations w End User Training w Data Analysis & Interpretation=

PROFESSION= AL EXPERIENCE

ING,= = Jacksonville, FL            =             &nb= sp;            =             &nb= sp;            =             &nb= sp;            =             &nb= sp;         05/00 – Present

Banking, insurance, benefits administration, and retiree services provider with 124K employees and $600B in annual revenue.=

Lead Programmer / Business Analyst

Lead team of three direct reports in Lean Six Sigma, programming, and business analysis projec= ts.

Selected Accomplishments:

w   &nb= sp;    Saved $1.6M in annual adm= inistrative costs and reduced headcount by 23 associates by architecting automated inbound mail workfl= ow solution to automatically process 400K+ images of inbound mail and offshore workflow case creation with only two associates and support three different workflow systems. Created and delivered system training for end users.=

w   &nb= sp;    Reduced manual audits by = 95%, cut project head count and costs in half, and improved accuracy and efficie= ncy by 90% by building billing payment system to automatically process COBRA benefits and refunds and integrate refunds, FSA, and COBRA billing. Developed and facilitated system training for end users.

w   &nb= sp;    Enabled annual health care benefits enrollment, reduced development costs, and provided clients with additional functionality by integrating several third party vendors and sin= gle sign-on portal with clients’ HR benefits websites.<= /p>
w   &nb= sp;    Centralized and streamlined operational proces= ses, reduced costs, and improved efficiencies by 30% through creation of automated fax server solut= ion, integration of imaging system for indexing by off-shore personnel, and crea= tion of single repeatable process.

SCAN= A, = Columbia, SC            =             &nb= sp;            =             &nb= sp;            =             &nb= sp;            =             &nb= sp;        04/94 – 05/00

$9B Fortune 500 energy-based holding company with businesses includ= ing regulated electric and natural gas utility operations.

Lead Developer / Business Analyst

Hired to design and develop Windows GUI screens, utilize CICS transactions to interface to other mainframe systems, and write C/C++ to enhance system functionality.

SCANA Continued

Selected Accomplishments:

w   &nb= sp;    Raised productivity and weaned company off mainframe by architecting integrated customer information system and utilizing Windows interface to o= ther utility companies.

w   &nb= sp;    Reduced calls to call center by architecting corporate-wide Imaging System= to archive customer bills and allow customer access to view bills online.

w   &nb= sp;    Enabled centralized offic= e to reach call centers statewide by developing messaging system and server push mechanism through use of distributed architecture.

w   &nb= sp;    Allowed service interrupt= ion reporting through creation of outage system.

Addition= al experience as Programmer Analyst with PMSC in Columbia, SC and Chicago, IL<= o:p>

CONSULTING ENGAGEMENTS

=

RTOS= olutions.com, <= span style=3D'font-size:10.5pt;mso-bidi-font-size:12.0pt;font-family:"Century G= othic"; mso-bidi-font-family:Tahoma'>Jacksonville, FL, Atlanta, GA, Ca= mden, SC            =             &nb= sp;           10/97 – 02/09

IT and business consulting firm.

IT / Business Consultant (Part-time Position)

Contracted with clients to provide business an= d IT services, while gaining insight into other fields.

Client Engagements:

w   &nb= sp;    Improved customer satisfaction by 10% and reduced call times by 13% for FSV Payment Systems by creating enhanced call center functionality to retain previous call notes and alerts and centraliz= ing location of data displayed on single page.

w   &nb= sp;    Decentralized Intermodal Support Services’ main office, enabled remote order entry nationwide,= improved productivity by 100%, and streamlined entire operation with increased throughput and transparency by creating large internet system, web-based inspection order system, and web services for third party vendors. Developed and facilitated system training for end users.

w   &nb= sp;    Designed, developed, and maintained website for Container-IT that facilitated sales, improved sales productivity, reduced number of incoming calls to cen= tral office, and enabled sales force to make strategic pricing decisions for intermodal industry.=

w   &nb= sp;    Reduced waste and rework by 20% for Allied Sig= nal, while enabling data query at every stage of manufacturing process for use in foil pricing based on custo= mer specifications by designing and developing Windows GUI screens to automatic= ally gather statistical data from multiple machines in copper foil manufacturing process.

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EDUCATION & CERTIFICATION

Master of Business Administration (MBA) in Business from Webster University

Bachelor of Science in Computer Science from N= orthern Illinois = University

Project Management Professional (PMP) from University of North Florida w Six Sigma Black Belt

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TECHNICAL COMPETENCIES

Web Technologies: ASP, .NET, C#, JAVA, JSP/STRUTS, J2EE/EJB, Flash, Fireworks, JavaScript, VBScript, HTML, DHTML, Jboss, IIS, Weblogic, Tomcat, PowerBuild= er 4-9 PFC, C++, XML

Databases<= /span>: Sybase/Transact SQL, Microsoft SQL Server, D= B2, Oracle, Access, MySQL

Operating Systems: Windows, UNIX (= Sun, HP, Linux)

Mainframe<= /span>: COBOL, CICS, VSAM/QSAM, TSO

Source Con= trol: PVCS, SourceSafe

Software: Microsoft Word, PowerPoint, Excel, Visio, Project, MiniTab