Robert L. Hess, MS, PMP

PROFESSIONAL EXPERIENCE

KCI via RESOURCES GLOBAL PROFESSIONALS, San Antonio, TX

Feb 2003 - June 2008

Senior Project Manager

Managed project portfolio to deliver improvements in customer satisfaction and productivity to an organization of 1100 employees. Implemented PMO processes such as prioritization, scope control, test planning and execution, and status reporting. Mentored and supervised a team of 7 project managers.

Led client teams through a series of major projects:

• Document workflow - Directed $10M effort to eliminate paper from the order-to-cash process. Guided vendor procurement, requirements, business case, solution design, test and implementation for a document imaging and workflow management solution that provided a $35M return on investment.
• Employee Productivity - Headed design and implementation of new work processes and systems to allow the tracking of individual work performed and errors made in order fulfillment. This measurement provided a basis for a monetary bonus for productivity and quality. Estimated savings were $5.6M.
• Clinical information system - Led a client team through the RFP process to procure a $10M clinical information system. Developed requirements, evaluated vendor capability, built a business case, negotiated contracts and facilitated management decision making. The risk/reward ratio was found to be too high to approve this investment.
• Billing system conversion - Led gap analysis, requirements, data cleanup, and testing of full historical conversion and custom enhancements to consolidate billing systems. This strategic project eliminated one system and many interfaces from the operations architecture, and also netted a $1.5M productivity return.

Managed a number of other projects during this period:

• Designed and piloted a new client liaison role to combat competition
• Implemented Medicare competitive bidding changes to client systems and processes
• Evaluated and made change recommendations to the product return process
• Developed a Business Intelligence repository to provide operational and historical metrics
• Recommended and implemented process and system changes for capital sales
• Developed and implemented reports and workflows to reduce unbilled receivables
• Managed vendor relationship for Medicare billing system
• Negotiated extension to vendor contract for electronic exchange of documentation with Medicaid
• Oversaw documentation of all order fulfillment processes and systems

ACCENTURE, San Antonio, TX & Atlanta, GA

Jul 1997 - Oct 2002

Senior Project Manager, Communications and High Tech

Envisioned and implemented workforce transformations that resulted in significant savings by deploying leading-edge solutions to 40,000 mobile field personnel. These projects were recognized by leading industry publications. (Computerworld: Visionary Use of Information Technology. SuperQuest: Best Built Operations Systems. Accenture: Outstanding Client Service Leadership).

SBC (AT&T)

• Led teams of staff and contractors in requirements, testing and deployment of wireless laptops and applications allowing technicians to acquire their work, reconfigure the network, test the network, and report their time from the job site. This system was deployed to 25,000 technicians in 13 states, resulting in $65M net annual benefit and payback period of less than two years.
• Supervised requirements, vendor procurement, testing and deployment of expert system to speed skill development of novice technicians, resulting in productivity improvement of $21M annually.

BellSouth

• Directed IT teams of 50 contractors and staff through requirements, architecture, development, test, and support of GUI wireless dispatch system for 15,000 field technicians in nine states.

EVOLVING SYSTEMS, Denver, CO

Mar 1996 - May 1997

Project Manager, Communications Solutions

• Managed customization and deployment of flagship software application through strategic, mission-critical projects that moved company from fee-based to product-based earnings model.
• Assumed leadership of money-losing cellular billing system/service bureau and directed redesign of support model and agreements that changed it to profitable business unit.

U S WEST, Denver, Colorado

Dec 1993 - Jan 1996

Director, Network Operations Systems

Directed all technician access and technician management systems development initiatives.

• Enhanced and expanded deployment of existing systems based on terminal and IVR/pager usage to improve customer satisfaction and technician productivity.
• Developed electronic bonding trouble ticket interface between local telco and interexchange carrier that reduced cost and increased speed of network fault resolution.

BELLCORE (TELCORDIA), Piscataway, New Jersey

June 1980 - Dec 1993

District Manager, Network Operations Systems
Member of Technical Staff

• Managed development and delivery of new technology platforms and capabilities.
• Improved efficiency of collections by integrating hand-held terminals and GIS technology
• Developed and deployed self-service network management system that allowed direct customer access to network fault, performance and configuration information, reducing service cost and improving problem resolution time.
• System developer of various applications including network inventory and configuration, work force management, and corporate network databases.

EDUCATION

CERTIFICATIONS