M.

Wayne Robinson, PMP

623-312-8449
mwayne44@outlook.com
www.linkedin.com/in/mwayne44/

Peoria, Arizona
85383

PROJECT / PROGRAM MANAGEMENT AND OPERATIONS PROFESSIONAL

Results driven Information Systems and Project Management professional. Skills applied to healthcare
industry. Proven ability to direct successful teams and projects. Positively impacted organizational
performance through execution of business operations initiatives. Strong project and program management,
client services and business operations. Ability to liaison between technical and non-technical persons.
Proficient at managing vendor and client relationships.

AREAS OF EXPERTISE

Project/Program Management
Workforce Management
Business Operations

Leadership/Management
Client Services
Process Improvements

Employee Dev & Utilization

Metrics/Service Levels
Technical Services

PROFESSIONAL EXPERIENCE
Hewlett-Packard

Phoenix, AZ

2012 - 2014

Operations Project/Program Manager and Business Planning Manager

Managed projects in support of organizations executive leadership team and senior software product
managers. Led planning and execution of business operations initiatives. Provided project and business
planning operational support to develop product lifecycle plans. Supported leadership with development and
analysis of workforce management, staffing and resource utilization reports.
Initiated development of a new financial management reconciliation process. Collaborated research with a
Senior Financial Analyst. Identified over $1.3M in unbilled software development expenses from previous
six months. Invoiced expenses generated an additional $1.3M in unforecasted revenue for business unit.
Managed project that implemented organizations new time tracking tool. Developed a post-implementation
process improvement that increased staffs percent of time tracked from 43% to 100% for eight consecutive
months. Post-implementation improvement generated significant additional revenue for business unit.
Executed an initiative to work with senior product managers on a worldwide location analysis. Categorized
geographic technical skillsets and helped analyze optimum high/medium/low country mix. Provided planning
input on technical resource sourcing strategy and potential real estate asset consolidations.
Improved software patent submission reporting process. Increased visibility and value to senior executives.
Improved reporting process increased viable patent submissions by 22 percent year-over-year.
Created variable-driven tool that quantitatively derives a process improvements monetary value to an
organization.

Hewlett-Packard

Phoenix, AZ

2008 - 2012

IT Applications PMO Project/Program Manager

Provided related healthcare applications expertise to industry clients and multiple project teams. Assisted
with application designs, architecture, efficiency targets and run-time improvement goals. Managed key
stakeholders, requirements and overall client experience.
Provided PMO project/program support to multiple project teams while performing project monitoring and
control activities.
Managed personal projects to scope, schedules and budgets. Led, coached and supervised international
project teams.
Provided claims system expertise in development of architectural designs. Improved a new dental claims
processing benefit and successfully managed project to scope, schedule and budget.
Improved several project manager templates to align with best practices and service excellence.
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M.Wayne Robinson, PMP

623-312-8449
mwayne44@outlook.com
www.linkedin.com/in/mwayne44/

Peoria, Arizona
85383
EDS

Camp Hill, PA

2000 - 2008

Technical Delivery / Applications Services Project/Program Manager

Managed claims applications development teams. Also managed claims production operations and defects
resolution teams. Led resources in software delivery of client work plans and ensured 100 percent resource
utilization. Responsible for claims service operations, release management, hardware/software upgrades,
vendor support licensing, business continuity, resource management and additional operations functions.
Ensured technical resources delivered software changes in accordance with approved delivery methods.
Performed random software delivery process compliance audits, metrics and service level reviews.
Contributed to organizations achievement of multiple CMMI level certifications.
Cultivated key client relationships that generated new business. Promoted client partnership development
sessions that increased new revenue almost $300K by exercising contractual clause of Gainsharing.
Designed and implemented a technical cross-function system area training model. Led subject matter
experts in development of a new training repository that became required system training for all new hires
and system area backups. Several other leaders leveraged training model for their organizations.
Directed daily claims processing and adjudications production operations. Consistently met organizational
goal that reduced operations expenses 3-to-5 percent annually.
Represented claims operations on collaborations with other leaders on quality improvement initiatives.
Improvements significantly increased system throughput capacity resulting in over 3 million claims
adjudications each month. Improvements generated highest First Pass Rate in company history.
Managed day-to-day operations of software defects resolutions team. Improved automated benchmark
claims processing software, resulting in significant reduction in claims errors and inaccurate suspensions.
Delivered post-release applications defects reduction of 40 percent during an 18 month period.
Co-led plan development, implementation and training of a new offshore technical delivery team. Plan
achieved almost 90 percent resource utilization averages by end of second year, minimizing financial losses
and maximizing revenues.
Led and managed organizations business continuity planning and execution exercises. Plan improvements
recovered critical applications almost 20 percent faster.
Improved claims systems metrics collection process, resulting in improved visibility of claims system
performance, overall service level agreement performance and implementations of process improvements.
Received a personal Service Excellence Award plaque and helped organization win a first place Service
Excellence Award.

EDUCATION
Bachelors Degree Management Information Systems Pace University
Continuing Education Project/Program Management; Financial Management; Leadership

PROFESSIONAL CERTIFICATIONS, AFFILIATIONS AND COMMUNITY

PMP Credential Project Management Institute
CTM Toastmasters International
Buddy Special Olympics
Tutor Middle School Mathematics
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