Barbara Klaskin

Experience

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  Accenture

  May 1989 - Nov 1996

  Consulting Manager

  Manager in the worldwide technology leadership practice. Supported clients and internal organization worldwide in business integration, re-engineering and the planning, design, and implementation of leading technologies and information systems.

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  Fidelity Investments

  Dec 1996 - Aug 2014

  Technology Program Management, Fidelity Institutional Technology Group Provided oversight (PMO functions) of the annual $20 million CIO IT foundation portfolio, which invested in projects that supported the infrastructure of the company's institutional-based systems.• Supported core functions of the chief administrative office, including corporate performance results based on key performance indicators (KPIs), business case development, project statistics, and executive presentations. Show less eDelivery Program Management, Operations Services Group Drove eDelivery enablement of more than 100 million annual shareholder documents for customers.• Orchestrated enterprise-wide initiative projects ($5 million budget), which improved the customer experience while delivering quick financial paybacks, frequently in less than 15 months, on time and on budget.• Led the development of cross-company business cases for senior executives.• Reduced paper delivery costs by more than $150 million annually. Show less Solutions Delivery Program Management, Personal and Workplace Investing Instituted a two-year $18 million regulatory program and a $1 million new business development opportunity. • Developed the business case, strategy, and program plan that consisted of ten projects to renew 18,000 plan sponsor contracts. Negotiated requirements among more than 100 stakeholders. Led steering and stakeholder committee meetings.• Delivered a new share class of mutual funds designated for top-tier clients, which achieved the retention of more than 100 key clients. Show less Production Support and Operations, Strategic Investment AdvisersManaged 24x7 production support for all operations, applications, and users within Strategic Investment Advisers, a Fidelity money management division specializing in sophisticated asset allocation strategies.• Created production support and service teams to improve operational stability, reduce manual processing, establish SLAs, and define problem and change management processes and systems.• Reduced downtime of business users by 90%. Show less Product Support, Institutional Brokerage GroupBuilt and managed a best in class, 30 member, 5x12 product support organization to address issues in trading, order status, securities pricing, news and research, account management, and customer contact management applications for 300+ institutional clients. • Reduced operating cost by $1 million annually by bringing vendor support in house.• Created processes to handle an average of 450 calls per day, resolving 93% at first level.• Developed a knowledge base supported by problem and change management systems to facilitate rapid problem resolution and automated metric collection for resolved issues.• Received an Outstanding Achievement Award as a member of the post September 11th recovery team that provided temporary facilities and operations to institutional clients that evacuated the World Trade Center. Show less Relationship / Account Management (Service Delivery), Fidelity Investments Systems CompanyOn behalf of internal customers, generated new business opportunities, influenced service improvements, and increased reuse within client businesses. Provided services including customer advocacy, conflict resolution, customer communications, problem escalation, and program management.• Provided oversight for high profile projects, including institutional electronic bond trading system, mutual fund equity desktop, customer contact management system, and global problem management system. Show less

  • VP / Director (details below)

    Nov 1996 - Aug 2014

  • Director

    Jul 2013 - Jul 2014

  • Senior Director

    Mar 2009 - Jun 2013

  • Vice President

    Jun 2006 - Dec 2008

  • Director

    May 2004 - May 2006

  • Vice President

    May 2000 - Jul 2002

  • Director

    Dec 1996 - Apr 2000
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  UFCU

  May 2015 - Dec 2017

  Director, IT Solutions Delivery

  Provided systems project delivery leadership. Managed 4 core areas: Project Management, Business and Systems Analysis, Development & Technical Architecture, and Quality Assurance. • Provided thought leadership and collaboration regarding development of member experience journeys, digitization of business processes and member experience.• Managed integration with over 80 vendor systems and in-house development.• Owned project portfolio management, executive presentations and reporting, IT budget, capacity planning, vendor management and contracts, and project governance.• Delivered new and upgraded vendor and proprietary applications supporting all business channels. New applications: Online Banking System, Phone Banking, Chip (EMV) Cards, UFCU Intranet. Upgraded applications: Mobile Banking, Episys (Core Banking System), Customer Relationship Management (CRM), Loan Origination, Document Imaging, Debit Card Instant Issue. Show less

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  HHSC

  Jul 2019 - Aug 2020

  Portfolio Project Manager

  Provided large-scale IT program/project management for multiple initiatives for the State of Texas Health and Human Services Commission (HHSC). Notable projects included:• System Wide Business Enablement Platform (SWBEP): Led the project planning and implementation of a cloud digital platform. • Security Posture Improvement: In response to a legislative mandate, selected and implemented Veracode security scanning software across each application portfolio

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  Texas Attorney General

  Aug 2020 - Mar 2022

  Technical Product Manager/Program Manager

  Technical Product Manager, IT Child Services Division (2021 – 2022) Managed the product development and was Scrum Master for the Robotic Process Automation (RPA) and Artificial Intelligence (AI) Chatbot suite of products, partnering with the business’ Program Innovation team. • Completed a proof of concept and launched the pilot internal Virtual Agent. • Managed roadmap for product enhancements to an RPA offline email messaging solution. • Provided Comm100, UiPath and Druid vendor management.• Technology utilized: UiPath product suite, Druid AI, Comm100, ServiceNow, Kibana Program Manager, IT Child Services Division (2020 – 2021) Worked to alleviate architecture team backlog and organize the team’s book of work. Served as BSA to gather requirements and PM to manage intakes to completion. Show less