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Summary

"I Get Things Done"

Director with excellent track record in project delivery, IT governance and driving process change.In the last 4 years, turned around two IT departments, delivered $36M in new product revenue and saved $13M in annual recurring costs.Broad technical versatility, strong leadership and problem-solving skills, backed by 14 years of IT experience, an MBA and various certifications.US Citizen.

Work experience

Feb 2012Apr 2014

Director of Program Management Office

Ista North American

Founded Ista’s corporate PMO made up of15 employeeswith a$2M budgetAccountable for Portfolio Management, Demand & Capacity Planning, Project Execution, SDLC process & Release Delivery for the company.

  • �Built the PMO from scratch and established a formal Project Approval Committee of C-level executives to ensure that the correct initiatives were selected for investment.
  • �Partnered with the Sales organization on business development by developing schedules, estimates, assumptions and risks that were used to create proposals.
  • �Worked directly with clients during the Discovery phase to finalize scope and establish ground rules.  Created SOWs, project plans, defined deliverables, roles & responsibilities and client dependencies.
  • �Program-managed the following initiatives:
    • A high-visibility, multi-state client implementation with a $1.6M budget andworth $6M in annual recurring revenue to the company.
    • The onboarding of four new clients concurrently onto the IstaNet platform with a total budget of $350K and worth $1M in annual recurring revenue.
    • The company’s mission-criticalPCI compliance initiative, achieving the ROC for Ista’s Payment services in time to prevent client departures.
  • Redesigned and rolled out a lean SDLC process to the entire company within 5 months of arrival.
    • Reduced Demand Planning effort from 30 to 4 hours/week, eliminating a full-time Demand Planner role.
    • Reduced the number of recurring tactical meetings by 66%.
    • Eliminated multiple tracking and management tools by consolidating everything into Jira, enabling an accurate portfolio-wide view and the automation of reports.
  • �Represented the company in videos on Ista North America’s career site.

�Technical Environment: .NET, SQL Server, Jira Agile (formerly Green Hopper), Team Foundation Server (TFS), MS Project, Visio, Agile SCRUM methodology, PCI standards

Nov 2009Feb 2012

Director, Project Management

Global Payments

Delivered several high-visibility strategic initiatives for the company.

  • �Led Global Payments’s Mobile Payments initiative intended for use on iOS and Android devices in North America and the UK. 

  • Managed the startup and integration of Global Payments Brazil, utilizing resources from every department within Global Payments and interfacing with multiple C-level executives.
  • Delivered a $9M Oracle Finance R12 implementation, consisting of 7 standard Oracle modules & 6 custom applications that supports the company's Finance, Accounting, Settlement and Financial Reporting functions across 19 countries.
  • Delivered a web-based boarding system for 3rd party merchants for the Indirect channel.
  • Designed and rolled out a new Infrastructure Requirements form & process to streamline the process of Infrastructure build outs.
  • Redesigned & streamlined the Change Control process to utilize an approval hierarchy.
  • Recognized with Global Payment's 2011 Circle of Excellence award. 

Technical Environment: MS Project Server (EPM), Oracle eBusiness Suite R12, ERP, AIM Methodology

Aug 2008Jul 2009

Director of Project Management Office (PMO)

TSYS Prepaid

Accountable for delivery on the company’s portfolio of programs and projects.Directed the PMO, a $1.5M budget and 7 Project Managers with accountability for the company’s demand planning, project prioritization, project delivery, release management, resource forecasting & capacity planning.

  • Program-managed the delivery of a new industrial-strength card payment processing platform.
    • Reduced real-time Authorization response time by 91%.
    • Improved Settlements & batch processing time by 225%. 
    • Improved web application performance by 35%
  • Redesigned & rolled out the division’s SDLC, Release & Change Management processes collaboratively to close an audit gap.  Took a process that the auditors reported as “inconsistent and fragmented” prior to my arrival, to passing the 2009 PCI and SOX audits on the first try.
  • Shifted the division from a waterfall development methodology to an iterative SDLC to enable speed and agility through simple & repeatable processes. 
  • Replaced the company’s broken demand planning process with a repeatable & SLA-based approach.  Implemented a portfolio-level executive dashboard for transparency into delivery commitments.
  • Drove the adoption of a Governance tool called PlanView, replacing an error-prone, spreadsheet-based approach to Portfolio Management, Capacity Planning & Resource Management.
  • Established a set of standard artifacts and project plan templates, for use within the PMO.

Technical Environment: J2EE, Oracle 10g, DB2, Agile SCRUM, PMBOK, Hibernate, Spring Framework, Ms Project, PlanView, Serena Business Mashups, JBoss, Jira, Confluence, Subversion, Visio, Use Cases, HP Quality Center, PCI

Jul 2007Apr 2008

Senior Manager of Web Development

CompuCredit

In charge of servicing 6 revenue-generating lines of business through the company’s web development / eCommerce team.  Directed the development, maintenance and 24x7 production support for all the company’s credit card application and online banking websites.  Managed a $4M budget and a cross-functional staff consisting of 8 employees and 10 contractors.

  • Generated 50% of the company’s card acquisitions via 44 websites, supporting 11 card brands.
  • Turned around the IT department, reduced costs, and improved deliverable quality within 6 months. 
    • Reduced critical production issues by 60% via improved quality and release controls. 
    • Boosted average website uptime from 97.8% to 99.7%.
    • Delivered a new SOA web framework which decreased card application losses, resulting in $10M reductions in marketing costs. 
    • Generated $360K savings in reduced call center volume via new self-service capabilities. 
    • Reduced the time to bring up a new card brand down to 3 weeks via reusable components.
    • Department recognized with the “Raising the Bar” corporate award in 9th month of tenure.
  • Presented recovery strategy to the CIO and Vice Presidents in 6th week of tenure, and commended for thoroughness of the approach. 
  •  Instituted a controlled SDLC release process that balanced control with execution speed to deliver 2 releases per month.
  • Quantified department value and retained entire staff during a 20% across the board IT layoff.
  • Developed and guided the implementation of offshore strategy; brought in Cognizant with broad capabilities, reducing the department burn rate by 32% without releasing any employees. 
  • Recognized by the CIO as an example of quickly dealing with change and positively influencing key executives’ decision-making regarding strategic direction and staff reduction.

Technical Environment: J2EE, JBoss, Oracle 10g RAC, PL/SQL, .Net, Agile Methodology, MS Project, Clarity, Linux, Unix, Eclipse, Subversion, Selenium, BuildForge, HP Quality Center & Quick Test Pro, Visio, HP OpenView

Mar 2004Jun 2007

Senior Director of Project Management

Equifax

Headed project delivery for 3 U.S. mission critical programs while managing the Project Management team in Equifax’s Web Development / eCommerce business unit.  Supervised 7 direct reports and indirect project reports of up to 150 onshore and offshore resources.

  • Consistently tasked with delivering the highest risk and highest profile initiatives within the business unit, such as:
    • The new 3-in-1 Credit Monitoring product with $34M in revenue for 2006.
    • The Adverse Action self-service site with $1.5M /year in cost savings.
    • GE-Money’s ID Theft Defender product that required coordinating efforts across 5 suppliers.
    • Equifax’s first content-managed and ad-supported website (learn.equifax.com) that opened a new revenue stream worth $1.8M in 2007.
    • The new UK Credit Rating product for the fledgling UK Website, increasing the Equifax UK’s revenue stream by 110% in 2004.
  • Program-managed the U.S. and Regulatory programs valued at $140M in revenue.  Personally accountable for managing and delivering U.S. releases ranging in size from $700K to $1.4M.
  • Managed the $12M Siebel Enterprise Integration program, including program & project planning, risks, issues, schedule, milestones, communications, budgeting, hiring, as well as the overall deployment strategy to deliver business value every quarter.
  • Built a PMO from scratch and established the project management standards for the division.
  • Redesigned the divisions’s SDLC process and IT Governance framework to transition the group from an in-house development model to a Fixed Price (Offshore) development model with Infosys.

Technical Environment: J2EE, Websphere 5.1, Oracle 10g RAC, PL/SQL, EJB, XML, JSP, Struts, Seibel 8.1, Rational Unified Process (RUP), Agile, Solaris, CVS, Maven, HP Quality Center, HP PPM, MS Project, Requisite Pro, UML, FatWire Content Management

Oct 2001Mar 2004

Web Development Manager

Willis

Directed a team of 8 in the architecture, development, and delivery of a 3-tier web-based Employee Benefits Management System.

  • Delivered the Professional Services application designed to board new customers onto the core benefits application. 
  • Reduced the configuration for new customers from six weeks down to one week.

Technical Environment: J2EE, Oracle 9i, Weblogic 6.1, Oracle Designer, Enterprise Manager, Management Server, ERWIN, Visio 2000, Windows 2000 Advanced Server, MS Project, Rational Unified Process (RUP) methodology.

19992001

Project Manager / Business Analyst (Contract)

Cendant
  • Directed the 15-member systems integration team for a $40 million development project. 
  • Identified and resolved $6M accounting discrepancy and other data conversion issues. 
20002000

Software Architect & Project Manager

SupplyTrak.com
  • Delivered an object-oriented Healthcare Materials Management system, designed to allow hospital networks to manage their own supply chain.
  • Responsible for managing development teams through the full lifecycle, complete with software deliverables and milestones.
19961998

Senior Consultant

Deloitte & Touche Consulting Group
  • Provided consulting services to Fortune 500 companies including Cendant, Applebees and State Farm.
  • Designed key subsystem of a $40 million real estate solution to support daily operations of Century 21, Coldwell Banker and ERA, including 300 corporate users and 7000 real estate brokerages.

References

Vishy Natarajan

“Daphne is decisive leader and manager and does not hesitate to take risks to deliver great results. She has constantly managed complex and strategic projects for Equifax and is well respected by everyone who works with her.”

Mitchell Johnson

“Daphne has a combination of technology savvy and pragmatic management expertise that allowed her to excel as a leader at Equifax. She is an "A" player who is committed to the mission and her people.”

Paul Daffin

Daphne consistently demonstrated a sense of ownership, commitment, and work ethic in carrying out her responsibilities.She has demonstrated sound knowledge of advanced project management, typical industry software delivery life cycle practices, project methodologies, and team building capabilities.Daphne approaches her work and her colleagues with a positive, encouraging attitude while maintaining a balance with getting the job done right.I would personally recommend her as a candidate to consider for professional IT organizations in need of an experienced team player.

Ram Alluri

“Daphne is one of the most effective managers I have encountered. She is a strategic thinker and has a knack for clear and concise communication. She is also a leader that always focuses what’s best for the customer and her team. Her management style allows you to exert your autonomy while gently guiding you to be a better professional. I admire her work style and the values. I highly recommend Daphne for her high standards of excellence.”

Vaishali Saha

“Daphne is one of the most admirable managers I have had the privilege to work for. She is a thoughtful and effective leader. She leads by example and sets very clear goals for her team. She is extremely approachable and motivates her team in a positive way. She established a clear, concise, and practical model of the SDLC for an organization that was not very process oriented and gained respect of her peers and team members alike. I would absolutely love to work with Daphne again.”

KIimberly Freeman

“Daphne is hard working manager overseeing initiatives through completion. She is detailed focused and goal oriented. Her efforts towards operational improvements allowed TSYS to streamline processes and increase productivity.”

Guido Sacchi

“Daphne greatly strengthened our company's web and e-commerce capabilities. She built a strong, dedicated team with global footprint. She deployed a new architecture to support a high-transaction environment. Overall, she and her team delivered great business value, enabling record growth and creating efficiencies through web initiatives.”

Blake Sanders

“Daphne shows great affinity for assessing difficult situations and determining the best course of action. She was able to enter into a very complex situation in an agile company and bring a sense of order to the management challenge without having to slow the business down. Her style is very organized yet she is able to remain flexible and adaptable.”

Jerry Chen

"Daphne had worked with me and my DBA teams as a Director of Project Management. Her professionalism and skills in Project Management are unsurpassed. She not only worked hard but also worked intelligently. She managed every aspect of a project to details yet still kept a big picture of overall view of resources and challenges. I stronly recommend Daphne as a PM expert for her dedication and professionalism towards PM profession. Any company is fortunate to have Daphne as a leader of the PM organization.”

Education

Aug 1994May 1996

MBA

University of Kansas
Aug 1990May 1994

BSCoE

University of Kansas

Certifications

Certified Scrum Master

Scrum Alliance

ITIL Foundation v3

EXIN

Sun Certified Java Programmer

Sun

Oracle Certified Associate DBA ( OCA)

Oracle

Six Sigma Green Belt

Acuity

Project Management Professional (PMP)

Project Management Institute (PMI)