Don K. Merritt 

413 Bluff Lane

Frederick, MD 21702

(301) 748-6598

INFORMATION TECHNOLOGY  •   OPERATIONS

Project Management ~ Process Improvement

·       An experienced leader with the demonstrated ability to lead process improvement and policy development. Able to eliminate inefficiencies and reduce costs. Project coordination and continuing improvement expertise.

·       Able to integrate applications across interrelated IT operations.

·       Strong troubleshooting and problem solving skills.

·       Excellent communication and ability to interact with cross-functional teams and deliver diagnostic solutions.

·       Define and recommend system enhancements.

·       Process auditing and quality assurance.

·       Skilled at writing technical documentation and gather data.

PROFESSIONAL EXPERIENCE

United Health Group – Frederick, MD

1998 – Present

DIRECTOR OF QUALITY ASSURANCE/IT DIRECTOR

DIRECTOR OF OPERATIONS

PROCESS IMPROVEMENT

·       Committed to improving productivity. Gathered data and research to improve baseline.

·       Recommended technology improvements for testing processes.

·       Recruited and trained personnel to lead processes.

LEADERSHIP

·       Provide leadership to a Quality Assurance team of 35 technicians.

·       Oversaw the management team for strategic operational projects.

·       Directed the team to lead outsourcing transition. Determind outsourcing needs.

·       Developed a Quality Assurance Focus Group to standardize procedures across the corporation.

QUALITY ASSURANCE

·       Manage entire project quality. Tested all applications during the lifecycle development process.

·       Select optimal tools to reduce defects and work effort.

·       Maintain highest standards for product quality and service.

·       Boosted quality assurance, and improved efficiencies and evaluate tools.

·       Led QA methodology for approved projects and methodology.

TEAM MANAGEMENT

·       Implemented direct-report format to manage teams.

·       Served as account manager to improve and enhance systems.

·       Managed budgets and personnel.

·       Developed a  training program for new hires which improved training by 45%.

United Healthcare – Frederick, MD 

1996 – 1998

PROJECT MANAGER

·       Directed conversins to improve accuracy and effectiveness.

John Henry Associates – Frederick, MD

1989 – 1996

SERVICE BUREAU MANAGER; PROJECT MANAGER, TRAINER CONVERSION DEPT. 

·       Directed an around the clock processing center for ten banks across five states.

·       Improved client relationships by renegotiating contracts.

·       Converted legacy system to new platform.

·       Trained clients in the use of new platform.

Previously employed as operations specialist.

EDUCATION / TRAINING

Recent workshops include:

Graduate, FrederickVocational Institute – Frederick, MD