1Randall J.

Chyau
Business and IT Partnership | Technology Integration | Process Optimization | Servant Leadership

SUMMARY OF QUALIFICATIONS

A big-picture, strategic thinker who has the ability to take a deep-dive, drive initiatives and think outside the box when
analyzing critical issues. Produced well-balanced, visionary and scalable approaches to attain business objectives, advance
technical capability, optimize process, generate revenue and pursue operational excellence. Hand-on and action-driven with
high level of focus, consistency, sense of urgency, problem solving skills and emotional intelligence to maximize business
results and minimize risks. Extensive experience in exercising open communication, enabling creativity, coordinating
dependencies, accelerating business transformation, strengthening relationships, integrating technology, adopting best
practices, increasing transparency and enhancing service satisfaction with companies in various sizes across Payments,
Banking, Insurance, Credit Bureau and Healthcare industries.

PROFESSIONAL ACHIEVEMENTS

Service Delivery Transformation

 At MasterCard, transformed program teams from Waterfall to Prototyping Delivery Method. Implemented global
resourcing model to improve business process.
 At Blue Cross Blue Shield of Oregon, transformed system engineering team from Waterfall to IBM Rational Unified
Process (RUP). Implemented Servant Leadership, meaning “I am not successful until you are successful.”
 At TakeCare and Bank of America, transformed project teams from Waterfall to Lean Agile (Scrum and Kanban).
Implemented incentive program based on customer satisfaction.
 At Experian, transformed program teams from Scrum to SAFe. Accelerated momentum for continuous learning,
adaptability, agility and quality improvement.
 At Apria, adopted Agile best practices to improve quality, customer satisfaction, turnaround time, and productivity.
 Built the ecosystems that encouraged learning, motivated curiosity, nourished creativity, inspired innovation and
relentlessly pursued a better, stronger “TO-BE.”

On- and Off-shore Team Building

 At MasterCard, built on-shore team in St. Louis, MO and off-shore team in Chennai, India.
 At TakeCare, built off-shore team in Manilla, Philippines. The key to a successful off-shore model – Inclusiveness.

Coaching and Mentoring

 At TakeCare, established “President’s Ring” Leadership program to develop future leaders and to sustain company’s
rapid growth. Mentored program members and helped them attain career goals.
 At Bank of America, mentored and coached newly transformed Agile teams.
 At Molina, mentored and developed Business Analysts (BAs) and junior Project Manager (PM).

Product Launch
 At MasterCard, developed new payment products to meet the needs of various demographic and
psychographic market segments.
 At TakeCare, launched the first non-insurance product, Primary Care Direct, in Micronesia region.

Program Delivery
 Awarded as the change agent to accelerate transformation on business process and delivery
framework/methodology. Vigorously pursued operational excellence and built relationships to be a trusted partner
for company’s customers.
 Standardized process to be LEAN and increase performance, transparency and predictability for enterprise projects.
 Built Product, Release and Transformation Roadmaps with stakeholders on IT Security, Technology Advances,
Business Contingency, Cloud Strategy and Compliance, and received buy-in from Leadership Team.
 Defined Data Governance Plan and Incentive Program to improve enterprise data quality and integrity.

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 Re-designed network topology and platform. Implemented decentralized Regional Service Center (RSC), as one of the
strategic directions, to improve operational efficiency and contain overhead costs.
 Managed and Migrated IBM mainframe (DB2, CICS, COBOL, JCL, Assembly) to UNIX Client-Server platform (Oracle,
Java, Java Script, C, C++, Shell). The Platform Modernization Program created $200+ MM revenue in 3 years.
 Data Center upgrades, virtualized servers (VMware) and managed capacity (SAN) to host mission critical systems in
house, and saved $2 MM operational costs per annum.

 Enhanced IT security technology programs with up-to-date technology. Conducted yearly security assessment and
remediation on Office365, SharePoint, Email Protection, IAM, HIPAA & SOX compliance, Mobile Device Management
(MDM), ServceNow CMDB and ITSM, Data Loss Prevention and Encryption.
 Migration implementations and upgrades commercial (QXNT, Facets, MS Dynamics, Salesforce, Oracle, Informatica)
and in-house software, and hardware.
 Expert managing large-scale projects with an in-depth understanding of technology.
 Developed IT Business Continuity Planning and implemented disaster recovery, security, change control, application
and hardware inventory policies and procedures.
 Led cross functional teams to evaluate options, conduct Proof-of-Value (POV) and align Enterprise Cloud Strategy.

 Monitored progress to ensure group objectives are delivered on time and within budget, and business results are
realized.
 Fully understand SDLC methodologies implementing large scale projects from the initiation phase to the
deployment/warranty phase, with a successful on time and within budget rate of 97%.
 Responsible for assessing, creating RFP’s, negotiating and purchasing critical enterprise applications for various
departments.
 Identified, proposed and influenced business solutions, negotiates deliverables and requirements. Ensured the
design and integration of proposed system, software and hardware solutions lead to the development and growth of
the business through effective use of technology.
 Managed business contingency plan and conducted routine contingency exercises (failovers).
 Implemented encryption and key exchange mechanism with third party processors to maximize data security.

 Served as SME on encryption for credit/debit transactions. Implemented Single Sign-on (SSO) for multiple sites.
 Established Secure FTP to protect member data, and Integrated Google Captcha to enhance Portal security.
 Implemented Avaya tool to support Call Routing logic for Call Enters.
 Led CRM, ERP and Data Warehouse implementations for multiple large corporations.
 Led large Medical Fraud Prevention and Detection Program (HIPAA).
 Integrated ITIL framework to enhance enterprise capability on IT services.
 Managed SFMC- Sales force Cloud based tool, as enterprise email platform for ALL email campaigns.

PROFESSIONAL EXPERIENCE

Apria Healthcare, Lake Forest, CA (7 Month Contract) May 2018 – Present

Senior Project/Program Manager, Scrum Master, Enterprise Security Programs
 Implemented Microsoft BitLocker as enterprise solution to support whole disk encryption.
 Worked with Protiviti (vendor) to conduct security assessment on Office 365 and SharePoint. Determined
remediation plan based on findings, recommendations, risks, and business priorities.
 Worked with MobileIron and Citrix (vendors) to improve enterprise Mobile Device Management (MDM) capability.
 Conducted POV with Agari and Inky (Email Security vendor) and rendered contract with Agari. Goal is to implement
selected commercial software as supplement of Office 365 Advance Threat Protection (ATP) to further mitigate the
risk of email attacks. Rendered one-year contract to Agari after POV.
 Consolidated and migrated service provider on Web Filtering and Security to Netskope (vendor), seamlessly replaced
proxies by VPN Tunnels and flawlessly integrated existing policies with new vendor.
 Worked with vendor to conduct assessment on Identity and Assess Management (IAM). Based on findings and
prioritized recommendations, new projects/programs will be added to 2019 Objectives and Roadmap.
 Established ServiceNow CMDB, and built roadmap to engage ServiceNow as enterprise IT Service Management tool.

Molina Healthcare, Long Beach, CA (3 Year Contract) Aug 2015 – April 2018

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Senior Project/Program Manager, Scrum Master, EPMO
 Led junior Project managers for large enterprise projects to deliver compliance projects, adopt SFMC email platform,
enhance CRM, manage big data and integrate HIPAA CARC/RARC messages. .
 Deployed and integrated ERP and CRM tools to support customer service agents’ day-to-day operations.
 Implemented SalesForce Marketing Cloud tool (SFMC), with enterprise email applications. Operationalized ET as the
SFMC project integrated member demographic data into an Enterprise Repository (IBM MDM) and saved 1.3M+ per
annum on operating expenses.
 Integrated CARC/RARC in Explanation of Payment (EOP) and Provider Portal messaging. Reduced Contact Center call
volume and improved Customer Satisfaction by 21%.
 Managed at any given time five (5) to eight (8) projects, ranging from large to small in scope. Projects included,
infrastructure, compliance, QXNT upgrade, medical & dental claims, portal, solutions engineering, application
development, security, finance, HR, Call Centers, working with cross discipline teams.
 Managed hardware and software requirements to ensure they are not overstated.
 Fully responsible for project budgets, resources, risk/issue management and timeline.

Experian, Costa Mesa, CA (6 Month Contract) Feb 2015 – Jul 2015

Senior Project Manager, Scrum Master, Agile Coach
 Managed multiple projects, infrastructure rebuild, and software development.
 Responsible for project budget and resource hours, project budgets ranged from $100k up to $3.5 million.
 Created Development, Unit testing/Integration, QA, Staging, Training and Production environments. Allowing for
simultaneous testing/QA of multiple applications prior to moving apps to production.
 Infrastructure project – Developed and maintained project plans, Business Requirement Document, Project Charter,
System Requirement Specification, change management and risk/issue management.
 Communicated weekly with executive team and stakeholders, covering project health, budget, risk, delays and any
other concerns or information needed.

 Worked with QA team to create test cases and obtain approval, once approved assigned resources to perform test
and certify applications is ready for production release.
 Worked with Change Management team to prioritize trivial and major releases scheduled for production release.
 Responsible for providing leadership and guidance to support Agile Adoption Program (XP, Scrum, Kanban, Lean
Agile, DevOps, SAFe), to transform project teams practicing Agile planning and engineering, and to deliver consumer
products with strong brand image and business values.
 Assumed the responsibilities of Agile Project Manager/Scrum Master for Engineering Team (APIs-Desktop and
Mobile), and Business Intelligence Team. Rally is used as the “System of Truth.”
 Worked closely with clients and stakeholders to prioritize product roadmap, conduct story mapping, define
definition of done (DoD), and perform release planning.

 Coached Product Owner and Agile Team Members to effectively adopt Agile Process and Values, demonstrating by
20% increase in productivity within the first 3 months of Agile adoption.
 Facilitated Scrum of scrums and helped teams with dependency management.
 Assisted organization in employing DevOps function to evolve towards continuous integration.
 Minimized Work In Progress (WIP). Socialized “STOP Starting, START Finishing” (SAFe) initiative.

BANK OF AMERICA (BOA), Agoura Hills, CA (18 Month Contract) May 2013 – Nov 2014
Senior Project Manager, Scrum Master, Agile Coach
 Concurrently delivered multiple large-size projects with high complexity, sponsored by Loan Servicing by Others
(LSBO), Portfolio Services Group (PSG), and Loan Product Services & Reporting.
 Drived launch readiness. Held overall responsibility to ensure project success in a highly virtualized environment.
Connected to cross-functional & distributed teams as a servant leader.
 Worked with Line of Business (LOB) and product owner to create product vision and roadmap.
 Researched and proposed solutions to optimize operations and to support business goals.
 Integrated existing and new systems with Pega (PBM tool) and Salesforce (CRM tool).

 Provided Scrum-based Agile training, at program level, to PMO and senior management team on portfolio, Feature-
Driven Delivery, and release planning using SAFe principles.

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 Serving as a servant leader, coached new Agile teams (project level) in their transformation journey, from Discovery,
Agile bootcamp, backlog buildout, release planning through deployment.
 Collaborated the transformation of practicing less command-and-control leadership model with management team.
Facilitated Scrum of Scrums to align teams, remove impediments and enable teams to work through dependencies.

TAKECARE INSURANCE, Tamuning, GU Jan 2010 – Mar 2013

Senior Manager, PMO
 Established and globalized PMO to rapidly acquire knowledge of local and regional marketplace, harness cultural
diversity strengths, leverage resource allocation, manage risks, and drive initiatives to execute enterprise strategy.
The PMO benchmarked best practices worldwide and adopted Waterfall, Agile and hybrid project management
standards.
 Established off-shore Development Center in Manila, Philippines, and recruited Solution Engineering Team. Deployed
Global Resourcing Model to support enterprise resource needs.
 Performed Technology and Business Linkage Planning to ensure the right tools are purchased or developed to
support day-to-day business needs. Some selected tools included HRIS, Salesforce, Facets, SharePoint, HealthTrio
Connect (Member Portal), TC3 Engine, SAP BI and NextGen EHR.
 Served as senior project manager and scrum master based on the usage of agreed SDLC & PDLC.
 Held Profit-and-Loss (P&L) responsibility for core enterprise projects. Acquired comprehensive knowledge of local
and regional marketplace, and developed detailed plans to account for cultural differences and to ensure flawless
engagement.

 Upgraded Facets to the current version and brought the hosting in hours to save $1.1MM operational costs.
 Led strategic projects, using Salesforce as the primary tool, to streamline and automate lead-to-quote and quote-to-
cash cycles, and to integrate with Facets (adjudication tool).
 Led SWOT analysis as the primary input for strategic planning. Defined vision, and business & technical roadmap to
ensure desired business values were delivered. As the Single Point of Contact (SPOC) for creating and maintaining
Master Schedule using Microsoft Project.
 Coached the self-organized and cross-functional teams to design and deliver table-driven applications to handle
claims and fulfill legal requirements (HIPAA).
 Delivered EDI 5010 conversion, submitted HEDIS reports to NCQA, and started ICD-10 Conversion project.
 Served as committee member to create President’s Ring, as the Leadership Development program.

 Set S.M.A.R.T. goals for team members, and managed their career growth objectives in conjunction with Resource
Managers and HR. Practiced STAR model for providing feedback.
 Implemented AIDET (a communication framework) and Avaya (CRM), to create positive, world-class member
experience. Increased customer satisfaction and membership loyalty.
 Partnered with HealthTrio to build a new portal, myTakeCare, to enhance member experience.
 Developed and launched the first non-insurance product, Primary Care Direct, in the region.
 Facilitated TakeCare’s Brand Awareness Champaign to achieve enterprise strategic objectives.

OREGON DEPARTMENT OF ENERGY, Salem, OR Dec 2008 – Nov 2009

Senior IT Advisor, Program Manager
 Responsible for determining strategic directions and roadmaps for IT services.
 Delivered Energy Tax Credit (ETC) eCommerce project. Integrated Payment Processing with USbank.

TRANSUNION, Portland, OR Feb 2007 – Oct 2008

Program Manager, Scrum Master
 Delivered Web-based Identity Protection Services, Analytics, ECM, EDMS, and Billing Integration.
 Coached project teams from various functional areas included infrastructure, systems and billing re-engineering and
integration, customer service, and professional service teams.
 Facilitated all Scrum ceremonies and guided teams in story writing/mapping techniques.

BLUE CROSS BLUE SHIELD OF OREGON, Portland, OR May 2005 – Nov 2006
Systems Manager
.

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 Led IT team to support Enterprise Call Center (Aspen CRM and .net Applications). Deployed Interactive Voice
Response (IVR) to reduce 10+% of overall call time for each incoming call.
 Responsible for analyzing and implementing solutions and optimizing operations in US Northwest region. Upgraded
Facets to the latest version to increase operational efficiency.
 Adopted and practiced RUP (Rational Unified Process) to integrate all four (4) health plans in the US Northwest region
into a single plan, using Facets as the primary adjudication tool.
 Adopted and practiced RAPID development (Agile) to build a new web-based member portal, Regence, to foster
positive member experience and to optimize operations.

MASTERCARD WORLDWIDE, St. Louis, MO Apr 1989 – Apr 2005

Senior Software Engineer, Global Delivery Manager, Program Manager
 Served as one of the seven team members in Platform Re-design (Mainframe+DB2 to UNIX+Oracle) Team to define
technical roadmap, systems & platform transformation and release planning.
 Responsible for seamlessly and flawlessly migrating technical platform and core systems, and deploying systems
enhancements to seven (7) global markets based on pre-determined intervals.
 Conducted performance fine-tuning and benchmark (UNIX) to assure 99.98% uptime. To significantly improve TPS
rate, designed and implemented one of the initiatives to reduce I/O latency on Oracle server by using “Real Time
Processing, Batch Commit” model.
 Adopted Extreme Programming (XP) to migrate enterprise technical platform from IBM to NCR in 90 days. Migrated
Stand-in Authorization Systems from CICS to Java platform.
 Designed and developed table-driven, rule-based decision systems (rule engine) to evaluate risks and authorize credit
transactions (payment processing).
 Served as Subject Matter Expert (SME) in Credit Authorization, Reversals, Automated File Action, Daily Reconciliation,
Network Management, Automated Security Key Exchange and PIN Encryption.

 Developed Regional Service Center (RSC) in Toronto, Canada, and implemented the new product in Australian Data
Center. This new product represented a major strategic change – decentralizing authorization processes. Changed
Network Topology from Star/Cloud to Ring
 Created, negotiated and maintained Program Schedule (MS Project) for Release Management.
 Documented AS-IS workflow and defined TO-BE workflow for communication and process improvement using DMAIC
(6 Sigma) model. Adopted ITIL to design/improve IT services.
 Established off-shore development center in Chennai, India.
 Exercised Global Resourcing and Outsourcing Models to recruit talents and fulfill enterprise resource needs from a
short, medium and long-term perspective.
 Solidified and implemented “System in Control” initiative for global project delivery.
 Created Enterprise Data Warehouse (Oracle) to support Data Quality Analytics and MIS Reporting.
 Deployed Oracle Financial to manage budgets and expenses.

EDUCATION
MASTER OF BUSINESS ADMINISTRATION - Accounting Aug, 1989
University of Missouri - St. Louis St. Louis, MO

MASTER OF SCIENCE - Management Information Systems May, 1988

University of Missouri - St. Louis St. Louis, MO

CERTIFICATION
- Certified Scrum Master (CSM) - Project Management Professional (PMP)
- SIX SIGMA GREEN BELT - Toastmasters–Competent Communicator) - Network+ (CompTIA)

LEADERSHIP TRAINING
- LEADERSHIP PROCESS: MOTIVATING ACHIEVEMENT (LPMA )
- “BEINGNESS” LEADERSHIP - EMOTIONAL INTELLIGENCE - SITUATIONAL LEADERSHIP
- EFFECTIVE TEAM BUILDING - ACTIVE LISTENING - SERVANT LEADERSHIP

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