Rich Rondeau

69 Lyonridge Lane (650) 766-9131 (cell)

San Mateo, CA 94402 (650) 345-6915 (home)
rr7189d4@westpost.net
Professional Profile & Accomplishments
IT Manager regarded for exceptional organizational and communication skills, sou
nd professional judgment, and proven team building capabilities resulting in on
time project delivery and reduced costs. Track record in accurately assessing bu
siness performance gaps, presenting persuasive plans for change, building effect
ive relationships with interdisciplinary teams, and ensuring following through o
n change efforts to achieve key performance results.
* Key member within four person management team managing service delivery and de
fining and executing shared operational, personnel, and financial performance ob
jectives through team of 98 staff at client location for Google, Inc.
* Effective team leader with track record of setting clear business objectives a
nd effectively measuring, correcting, and inspiring outstanding individual perfo
rmance within demanding and complex global enterprise. Commended for ability to
create excellent team performance while maintaining balanced, calm demeanor.
* Developed and contributed to project management processes and deliverables inc
luding: scope management plan, quality management plan, risk management plan, ri
sk analysis plan, cost management plan, test plan, staffing management plan, and
vendor management process.
* Renegotiated supplier Master Services Agreement for 3-tier contract management
system resulting in favorable terms for facilitating system bug fixes, increasi
ng product quality through a longer user acceptance timeframe, and working with
a 3rd party implementation partner; new terms resulted in savings of $70K upgrad
e project.
* PMP Certified
Experience
Arvato Finance Services, Mountain View, CA April 2008-present
IT Manager, Service Delivery for Google Account, Google Billing Engineering/Fina
ncial Ops
* Lead internal and outsourced team of local and European IT professionals inclu
ding Project Management, QA, System support, and infrastructure support function
s to provide systems development and enhancements for payment processing in supp
ort of Google's worldwide customer base of online advertisers (U.S., Canada, LAT
AM, EMEA and Asia). Manager supporting global IT service delivery for global onl
ine advertising usage aggregation, online payment validation, payment bookings,
payment settlement and financial reporting for diverse payment instruments, bill
ing methods, and currencies.
* Developed a team of IT professionals providing front line support to client to
support high performance availability and incident response SLAs - awarded maxi
mum bonus in recognition of excellent execution.
* Drove adoption of global issue and change management reporting process, result
ing in outstanding customer service rating.
* Co-developed issue and change management process defining service levels, resp
onse requirements, issue severity levels, escalation process and related perform
ance reporting. Served as highest local IT escalation point for IT service deliv
ery issues and change requests.
* Developed process and performance metrics to direct service execution in geogr
aphically dispersed teams to cut systems bug fix time by 50% - resulting in majo
r client issues being resolved before next day.
* Drove initiative to automate reporting using dynamic web based financial analy
tics reporting tool to provide consolidated multi-product view of customer AR ag
ing and to forecast cash collections through collaborative user design and flexi
ble front end System. Solution reduced IT and Ops recurring maintenance activiti
es by over 3 days per month.
* Implemented staff development planning process, designed to incent team leads
to help staff to take ownership of their career development and proactively part
icipate in achieving departmental performance objectives.
* Developed and conducted user QA and IT service surveys to rate performance and
drove improvements in quality and project delivery by instituting additional re
quirements review cycle.
* Co-developed site budget, approved expenses, and managed costs to achieve 20%
year over year reduction.
* Conducted release reviews, identified system configuration issues, and helped
drive follow up ongoing configuration control reporting to audit all configurati
on changes, performers, and required approvals. Improvements reduced configurati
on buys by over 50%.
* Maintained highly motivated and execution focused team which achieved or excee
ded demanding QA quality targets 90% of the time.
* Enhanced security awareness and compliance according to PCI compliance standar
ds as U.S.-based site security officer.
PDL BioPharma, Redwood City, CA September 2006-April 2008
Project Manager, IT Applications, Information Technology Department
* As a member of the IS Applications team, led software system projects in suppo
rt of Quality, Regulatory, and other departments. Collaborated with six member t
eam on design and operations of PMO for IT services including vendor management
processes such as RFP and SOW guidelines, escalation process, and ITIL RACI supp
lier/customer roles and responsibilities. Led cross-functional project teams, de
veloped project objectives, plans, and schedules; gathered and analyzed project
requirements, executed on project plans to schedule, evaluated software packages
from third-party vendors, worked with software vendors and technical team membe
rs on installation, configuration, and problem resolution, and communicated prog
ress/issues to stakeholders and senior management.
* Managed integration of 3rd Party IT system providers, 21 CFR Part 11 system va
lidation, networking and corporate document management applications into PDL inf
rastructure.
* Quickly sized business owner, QA, and IT implementation efforts, and repriorit
ized 2007 Drug Safety/Regulatory departments projects to align objectives with c
ritical operational and strategic goals in support of critical Drug Safety initi
atives. Performed lesson learned reviews to determine customer satisfaction and
implemented risk based validation approach and project team meeting improvements
. Achieved high level of project satisfaction as reported in qualitative feedbac
k.
* Developed, tracked and managed budget and expenses to allocated targets.
* Led business teams comprised of Legal, Finance, Corporate Business Development
, and Clinical organizations in business policy, process development, and system
enhancement to deploy enterprise automated contract management
* Managed and resolved project team conflicts that had prevented delivery of pro
ject objectives, by including all parties in structured strategy sessions and es
tablishing common objectives, based upon knowledge of team dynamics from Myers-B
riggs Type Indicator.
* Developed UAT test scripts and managed UAT testing execution.
Safeway, Pleasanton, CA December 2005-August 2006
Sr. Business Analyst (Contractor), Identity Management and Access Control, Safew
ay Corporate Office
* Elicited requirements for Identity Management and access control systems to su
pport enterprise role-based access initiative. Defined enterprise role managemen
t advisory board governance charter and processes. Project designed to provide e
nterprise user authentication synchronization, single sign-on, and automated pro
visioning functionality integrated with PeopleSoft HR management system for a ge
ographically dispersed, multimillion-dollar enterprise.
* Evaluated vendor proposals and SOWs and participated in selection of enterpris
e access role based management system.
* Participated in project deployment phasing and roll-out analysis and process c
hange planning for five releases to achieve "quick wins" and long range process
optimization for access management project.
* Communicated requirements, solution design, and processes with project stakeho
lders utilizing Safeway's RUP methodology.
* Participated in project kickoff; identified and documented project issues, ris
ks, and interdependencies for role-based access projects.
* Defined and published as-is processes and developed solution requirements and
process improvements.
* Developed business use cases that support functional testing requirements.
* Analyzed over 30 business critical legacy mainframe, UNIX, Windows, and web-ba
sed enterprise business applications to determine enterprise automated access ro
llout prioritization.
Visa, Foster City, CA May 2005-November 2005
Business Analyst (Contractor), Extended Access Program, Network and Open Systems
* Partnered with customers, Sr. Managers, and other stakeholders in the developm
ent of business and security requirements and project specifications for Extende
d Access Endpoint network program. Endpoint server used to connect worldwide mer
chants and financial institutions to VisaNet for processing credit, debit and eP
ay (bill pay) transactions. Created business process and test-driven feature ver
ification specifications to support customer acceptance and deployment processes
.
* Served as liaison between the business, project management, technical support
and development teams to develop security-compliant server deployment processes
for world-wide customer deployment.
* Specified system architecture, production installation and verification proced
ures encompassing system confidentiality, authentication, authorization, data in
tegrity, and audit logging. Detailed entry criteria and all system components ne
cessary for installation processes in a comprehensive 8-step process flow. Innov
ative document design resulted in exceptional Regional customer and stakeholder'
s response and increased satisfaction with program deployment.
* Managed program intranet site for all regional and operations communications.
Defined and published change management and escalation procedures.
* Conducted project security review meetings to identify and specify security st
andards for Endpoint server deployment within Visa's global business Regions. Ef
fectively communicating concerns resulted in heightened emphasis upon ISO securi
ty policy in Extended Access Installation & Verification Guide.
* Met with Visa's global Regions biweekly to discuss and resolve Extended Access
implementation issues and support the development and integration of system and
process changes into Operations.
Wells Fargo, San Francisco, CA October 2004-March 2005
Project Manager (Contractor), Web Channel Management, Internet Service Group
* Supported implementation of third-party identity authentication program encomp
assing online identity authentication engine configuration, presentation of appl
icant authentication questions through a Web based user front-end system, and re
sponses processed by authentication engine using credit bureau databases. Automa
ted processing resulted in real-time generation of fraud alerts and an applicant
authentication score, with audit and transactional data stored in encrypted for
mat.
* Specified requirements and operational reporting parameters for Online Bill Pa
y Account Open system.
* Developed "day 2" production reporting specifications/test cases to validate s
uccessful operation of system functionality in support of the business case. Exe
cuted SQL queries to provide data for use in program performance reporting and q
uality measurements.
* Used Microsoft Excel to analyze applicant scenarios against look up table and
identify faulty processing results. Proactive reporting identified a 7% failure
rate for vendor-processed transactions that was escalated for immediate resoluti
on.
* Collaborated with business partners and technology team to clarify and expand
use cases for automated account open and funding web application with 5 year bus
iness value of more than $4 million.
* Developed weekly project status report and communicated status in weekly progr
am meeting.
* Developed resource accountability matrix defining project resources and assign
ing resources to project functions.
* Managed on time and on budget project delivery.
* Facilitated lessons learned meeting with project team upon project closure res
ulting in over a dozen process improvement recommendations.

Wells Fargo, San Francisco, CA October 2003-October 2004

Business Analyst/Project Manager (Contractor), Wholesale Internet Systems
* Developed and implemented a strategic customer data analysis process to suppor
t the system integration requirements of 30 interfacing business applications fo
r fourth largest U.S. bank. Customer Analytics application was recognized as an
industry standard. Application implemented using a Services Oriented Architectur
e.
* Collaborated with business sponsors and Sr. Managers to identify and determine
customer information required and defined release prioritization for enterprise
business development for organization with an annual revenue of $5 billion.
* Performed discovery and analysis and documented detailed data requirements for
treasury payment originators services that offer online bill payment services t
o biller financial institutions.
* Managed integration of applications from analysis through testing and implemen
tation to provide organization-wide customer data through a highly functional we
b interface.
* Used Microsoft Visio to create process models from code and context diagrams d
etailing comprehensive architecture, system functionality, and business rules fo
r enterprise customer service application.
* Developed test cases and conducted application defect review meetings to analy
ze symptoms, determine causes, assign owners, and drive the timely resolution of
defects though SIT, UAT and production environments.
* Tracked and managed progress of development team in India; managed integration
interfaces development on time and on budget.
Inovant/Visa International, Foster City, CA July 2000-September 2003
Staff Technical Writer, Requirements Engineering Projects, Business & Corporate
Systems Division
* Collaborated with regional customers and internal stakeholders to develop and
publish more than a dozen transaction processing technical specifications. Provi
ded detailed analysis and requirements documentation for world's largest payment
s processing engine-VisaNet. Communicated product and system specifications, reg
ional implementation requirements related to CORE and Config changes, testing pr
ocess, and schedule to users for five major system releases. Developed documenta
tion project plans specifying project deliverables, schedule and dependencies, c
onstraints, resources, risks, change management process.
* Developed highly organized guidelines, including VisaNet Member Implementation
Guides and Service Activation Guides and communicated specifications, testing p
rocess, and schedule to users for five major system releases.
* Specified system set-up and certification requirements for Visa worldwide tran
saction processing network resulting in seamless release implementations.
* Commended with a "Visa Star" for outstanding work improving document design an
d corporate template used for annual funding proposals valued at $750,000,000.
* Key contributor to improved documentation user satisfaction survey, which led
to increased emphasis on the business rationale for system changes in customer d
ocumentation. Quality enhancements contributed to an increased corporate custome
r scorecard rating from three to four on a five-point scale.
Inovant/Visa International, San Mateo, CA January 1996-June 2000
Staff Technical Trainer, Global Processing Services Division
* Instrumental in design and implementation of departmental strategic reorganiza
tion resulting in the enhancement of all processes, customer deliverables and re
sponsive times. Instituted periodic quality management review to sustain and exp
and critical customer service delivery enhancements. Co-developed new shared mee
ting planning and facilitation model to improve collaborative thinking.
* Determined and validated training requirements, developed information delivera
bles, and implemented training classes in support of VisaNet project implementat
ions.
* Created executive management report of skills assessment program.
* Coordinated and developed dozens of successful "just-in-time" training session
s for network and operations staff located in California, Virginia, The United K
ingdom and Japan. Activities were integral to enabling Visa to process $1 trilli
on electronic payment transactions annually with a service level of 99.9% availa
bility.
* Strong performance track record resulted in being assigned to key Training Pro
ject Management functional lead position.

Education
Information Technology Courses 2005 - 2007
* Risk Management and Mitigation
* Software Project Management, College of San Mateo, San Mateo, CA
o Developed and evaluated approximately 30 project initiation, project planning,
and project execution documents implementing PMI tools and techniques as projec
t sponsor and project contributor on interdisciplinary project team of seven IT
colleagues.
* Networking and Data Communications, College of San Mateo, San Mateo, CA
* Object Oriented Programming with Java (partially complete), College of San Mat
eo, San Mateo, CA

Certified Project Management Professional, PMI International, Newtown Square, PA

2006
MS, Counseling, Cal State University, Hayward, Hayward, CA 1993
Emphasis: Career and Adult Development
BA, English, San Francisco State University, San Francisco, CA

Selected Software

Oracle
AERS
Bugzilla
Cyclone
PLIMS
TrackWise Change Mngmnt
CMS
eCTDXPRESS
WebReports
UNIX
MVS
TPF
SNA
TCP/IP
Microsoft Word
Microsoft PowerPoint
Microsoft Project
Microsoft Excel
Microsoft Sharepoint
Documentum
Rational ClearQuest
Visio
Vignette Portal
Crystal Reports
BridgeStream SmartRoles
Peoplesoft
SAP
Sun Identity Manager
Sun Access Manager
PGP Encryption
Teradata SQL Navigator
Nextance XML Contract Management System