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CANDIDATE PROFILE
Name: DAVID ROBESON
Last Updated: 2019-06-24
Email: davidrobeson@outlook.com
Phone #: 2107758381
Address: 3200 Timber View Drive, Apartment 1710
San Antonio, TX 78251
RESUME
DAVID ROBESON
3200 Timber View Drive, Apartment 1710
San Antonio, Texas 78251
210.775.8381
davidrobeson@outlook.com


SENIOR VICE PRESIDENT

* QUALIFICATIONS PROFILE

Accomplished, innovative, and goal-driven professional, with more than 15 years of experience in directing infrastructure and business system operations as well as program and project management within the banking industry. Demonstrate proven talent in enhancing operations, planning and resource optimization to boost business profits and savings. Display effectiveness in resource planning, staff training, supply chain management, startup transformation and culture change, as well as process performance and quality improvement. Exhibit solid communication, interpersonal, problem-solving, time management, and investigation skills to attain set-forth objectives and targets.

* CORE COMPETENCIES

Project Administration ~ Executive Leadership ~ Brand Management ~ Strategic Planning and Implementation
Technical Design and Support ~ Research and Data Analysis ~ Agile Methodologies ~ Cross-functional Collaboration

* PROFESSIONAL EXPERIENCE

Citibank * San Antonio, TX
Senior Infrastructure Manager | Program Manager Oct 2016–Present
* Supervise the ATM Command Center Team composed of 3 managers and 17 employees in managing daily operations of 3,000 global ATMs.
* Closely work with executives in the New York office to guarantee proper processing.
* Lead the team in monitoring any changes applied to guarantee all ATMs were fully operational.
* Take charge of the entire staffing needs, which involve hiring, review, and termination.
Career Highlights:
* Generated a comprehensive annual call volume forecast integrating seasonality, trend, and business cycle variances to attain 97% accuracy.
* Closely monitored resource capacity to support assignment as well as its progress during testing phases while accomplishing work within budget.
* Developed a process to proactively communicate with customers impacted, which decreased call volume by 5%.
* Offered support to call center environments and corresponding data center technologies during planned outages by forming current project management process.
* Made use of MySQL, ODBC, Excel, PHP, and HTML to deploy comprehensive reporting techniques, which provided profit and loss, call volume, and cash flow forecasts.
* Oversaw diverse teams of highly talented engineers to provide operational support to more than 70 international offices around the clock.
* Led the team handling implementation and support of financial applications and reporting solutions such as Hyperion Financial Management.
* Provided training content to end users, and administered Citibank’s ATM Service Desk regular operations.
Notable Projects:
- Successfully managed multiple projects to onboard Thailand, China, Russia, and India into ServiceNow platform.
* Managed a six-month project to implement Thetaray security application which provided trending analysis of transactions from ATM’s globally.
* Spearheaded a $60M project to integrate Security Operations Center with ATM Service Desk Operations.
* Displayed expertise in leading initiative to upgrade both ServiceNow and Vision platforms.

SWBC * San Antonio, TX
Project Manager Feb 2016–Oct 2016
* Communicated with the client in defining statement of work (SOW) for key responsibilities.
* Visited the client site to resolve concerns and coordinate project status.
* Created presentations with ServiceNow and Microsfot PowerPoint to report status updates to senior management.
* Spearheaded meetings with both internal and external stakeholders to provide awareness of project impacts.
* Generated and forwarded request for proposals (RFPs) to probable vendors to deliver products or services.
* Rendered keen oversight to project teams ranging in size from 4 to 20.
* Encoded and tracked resource hours, budgets, risks, and resource availability with multiple Microsoft tools to guarantee project success.
Notable Projects:
* Took charge of several projects for the company’s client base.

Accenture * San Antonio, TX
Service Delivery Operations Lead Aug 2015–Feb 2016
* Administered client relationship with several business units on Accenture contract which entailed coordinating with them on satisfaction issues, expectations, as well as potential projects.
* Oversaw everyday global supply chain procurement activities for Accenture’s Aerospace and defense client.
* Separated the Procurement Team into buyers and delivery assurance functions to offer services on many commodities.
* Directed a team of 15 to 30 of full-time employees (FTEs) and contractors.
* Organized meetings with executive leadership to discuss opportunities for enhancement from either Accenture or from the client; presented and changed solutions as necessary to ensure compliance with the contract.
* Retrieved all purchase orders (POs) from SAP and evaluated before releasing to the client to guarantee accuracy in the content provided.
Key Accomplishments:
* Designed a custom ABAP extract program which produced more efficient way to screen and examine millions of application log entries in the system on a weekly basis.
* Developed flexible solutions with Business Rule Framework+ for procurement cost updates and new product group additions to leverage during Accenture’s expansion to other countries.
* Prepared a monthly capacity report to senior management to confirm appropriate staffing of the group and meet demand.
* Reviewed business process to pinpoint gaps and applied solutions to ensure efficient work completion.
* Provided daily operation management decisions during the absence of senior leadership.
* Completed reports with information from Access database to provide information, including overdue, receiving errors, unhealthy parts, incomplete orders, wrong orders, late parts, and any change requests.
* Promptly prepared feedback to employees and senior leadership on progress.
Notable Projects:
* Finished in-house Agile methodology training and keenly participated in agile ceremonies for the service parts planning project.

Community Bank MBOD * San Antonio, TX
Vice President, Program and Project Management Nov 2013–Jul 2015
* Rendered expert oversight to program and project management and command center for the Military Banking Overseas Division.
* Supervised a total of 40 to 45 staff, encompassing project managers, architects, as well as functional, quality assurance, and project analysts.
* Strategically administered program and project management with an average annual budget of $50M.
* Initiated the implementation documentation to detail the changes needed on the client's current system, as well as the estimated time for project completion.
* Demonstrated expertise in creating program development logic flow, considering function and capability for possible updates.
Key Accomplishments:
* Analyzed data security risk by offering functions which encrypt stored data and executed security clearance into data access.
* Conducted data analysis on relocated or closing ATMs as well as financial centers, leading to cost savings of $150K and a boost of profits by 10%.
* Served as the coach of project personnel, lessening the need for clarification on formal proposals for DFAS by 20%.
* Enhanced scrutiny of content which expedited response rate to RFP, RFI, and SOW by 10%.
* Gained cost savings of $500K through elimination of 65% of unneeded or duplicate policies and procedures.
* Increased completed projects by 10% without compromising quality.
* Played a critical role in forming the operational readiness process, lessening defect introduction and resolution time of severity issues while enhancing vendor relationships and overall system confidence.
* Generated organizational-level strategies towards fulfilling goals and prioritizing projects.
* Comprehensively studied pricing structure to create profitable products for the company.
* Advanced organizational effectiveness, managerial practices, and general colleague engagement by executing a long-term vision and associated training program.
* Promptly arranged a product line profitability analysis to DFAS and senior management.

United Services Automobile Association (USAA) * San Antonio, TX
Project Manager April 2012–Nov 2013
* Managed new development projects from conception to execution.
* Functioned as the liaison among senior management, IT, and business users.
* Spearheaded more than 20 staff such as business analysts, IT analysts and architects, functional analysts, testers, developers, as well as quality assurance analysts both on and offshore.
Key Accomplishments:
* Reduced 70% of customer code during upgrade through comprehensive analysis.
* Acted as a senior project manager, responsible for handling high-profile and complex projects aimed to advance speed, quality, and control of business processes, resulting to improved customer satisfaction.
* Spearheaded diverse project teams including single- and multi-vendor management as well as coordination and communication through numerous departments and operational areas.
* Headed a cross-functional team including IT, various operational areas, offsite print vendor, and third-party developer to carry out a project in a compressed 90-day timeframe to save approximately $115K yearly.
* Partnered with operations subject-matter experts, business analyst, and SAS developer to use technology in advancing business reporting process, leading to lessened reporting time by 74% and enhanced data accuracy.
* Handled RFP and subsequent vendor evaluations; generated solutions for business needs.
Notable Projects:
* Fully administered development and upgrade of Fidelity Corebanking throughout the enterprise with a budget of $60M, covering new releases for ALS, IM, ST, FMS, RM, and FX.
* Coordinated with key strategic project stakeholders to exchange legacy policy management, accounting, claims, and reinsurance systems with a single vendor supplied system.
* Took charge of concurrent application development, encompassing a major underwriting system, re-engineering property, and casualty policy issuance business process workflow.
* Utilized Use cases and UML diagrams for developers in translating business requirements to functional and technical language.

Chase * San Antonio, TX
Project Manager Oct 2011–Apr 2012
* Led operation management of above 300 member service representatives in performance objectives.
* Developed consumer response system and distribution of associated resources.
* Improved staff schedules by studying, observing, and suggesting adjustments according to call volume forecasting.
* Assessed data analytics with Salesforce and planned peak volume hours and staff suitably.
* Showed expertise in with data clean-up and de-duplication of Salesforce.com data.
* Drafted and interpreted established operating policies and procedures to develop and recommend plans, leadership guidance, and program strategies.
* Evaluated policies and procedures weekly to ensure adherence to federal regulations and chase standards.

Sulzer Turbo Services * New Orleans, LA
Project Manager Oct 2010–Oct 2011
* Spearheaded the production of the GUI interface for the Watlow Touch screen display, offering the ability to interface with all present digital ignition systems.
* Handled several installation projects of digital ignitions systems and bi-fuel systems.
* Assumed responsibility for negotiating with vendors on pricing for new and current products.
* Collaborated with customers regarding project budget, products, schedules, and timelines.
Notable Projects:
* Successfully guided installation technicians on numerous projects in the gas and oil industry, leading to customers augmented engine efficiency by 70% and reduced spend by 25% due to new products.


Citibank * San Antonio, TX
Multiple Roles Aug 2004–Oct 2010
* Fulfilled overlapping roles, such as customer service representative, supervisor, internet service specialist, social media specialist, account analyst, and project manager.
Notable Projects:
* Served as the key resource in the implementation of Citibank’s Social Media Team.
* Rendered support to clients with account-related questions through incoming calls, social media inquiries, or internet inquiries.
* Used SharePoint to observe volume of social media inquiries and offered metrics to the senior management.
* Generated recommendations on process improvements to senior management.
* Steered efforts in leading the initiative to upgrade the Mortgage Servicing Platform.
* Expertly directed the Command Center to guarantee operational efficiency.
* Oversaw the application of Oracle’s NetSuite ERP product.

* EDUCATION

Master of Science in Sports Management, In Progress (Expected Graduation: Nov 2019)
Louisiana State University * Baton Rouge, LA
Masters of Global Management, Sep 2016 | University of Phoenix * Tempe, AZ
Bachelor of Project Management, 2015 | University of Phoenix * Tempe, AZ
Associate in Information Technology, 2013 | University of Phoenix  Tempe, AZ

* PROFESSIONAL DEVELOPMENT

Six Sigma Green Belt Certified, University of Villanova
Project Management Professional, Project Management Institute

* TECHNICAL ACUMEN

Application: Microsoft Office Suite, SharePoint, Visio
Design Software: AutoCAD, PEP, Tableau Software
Cloud-based Software: Salesforce.com, ServiceNow
Management Software: Jira, CRM, Remedy, SARS, SAS, SAP ERP, SaaS, SDS, FileNet, Business Intelligence, Teleopti, Onbase, KTC, First Support, ActiveVOS, Vision, NetSuite, Pega, EPMS, IaaS, Morphis
Data/Risk Management Software: Experian, Citrix, xRM, Black Knight, iGrafx BPM, Oracle
Languages: Java, HTML
Others: IEWA, GUI, Project Process Library, WBS, ADP, Snagit, Oracle Hyperion, MSP


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