1. ROBERT E. MILLER, JR.
Business Analyst / Systems Analyst / Project Manager / Continuous Improvement
Senior Business Systems Analyst and Certified Project Manager with proven success in enterprise level projects of
high customer visibility. Key strengths are process improvement, synthesis of solutions to complex issues, and
leadership of cross-functional, multi-national teams located on several continents. Expertise includes:
•Lean Six Sigma
•Reporting / Analytics /
•Business Process Re-engineering
•Metrics / Standards / Controls
•Data Structure Design
Languages: C/C++, BASIC, Fortran, MATLAB
Web Services: XML, XML Schema
Internet: HTTP, HTML, XHTML
Platforms: Windows NT & 2000 Servers, Unix, Red Hat Linux
Databases: MS SQL Server, Oracle, MS Access
Tools: MS Visual Studio, Oracle Plus, Oracle SQL Developer
SHPS INC., Louisville, KY 2005-2011
SHPS Inc. is a venture capital owned integrated health and benefits solutions provider. SHPS provides integrated health,
wellness and spending accounts management, incentives and benefits administration services from a number of independent
platforms through a single customer experience customized by client. SHPS serves large and mid-sized employers, government
agencies, and third-party administrators.
Product Development Manager 2009-2011
Lead Business Analyst 2007-2009
Integrated systems and data processes, mentored other analysts, designed and produced custom reports, provided
customer support for complex issues, documented and validated requirements and managed user acceptance.
Reported directly to the Senior Vice President (SVP) of Product Innovation for 6 months.
•Designed and delivered web tools and managed user acceptance. Standardized troubleshooting and issue
resolution, standardized data processing rules across 5 distinct business units across the enterprise, and managed
operational support for 27 client sites supporting nearly 300k customers.
•Redesigned the integrated web portal with modular components and site layout which supported independent
module level updates, simplified configuration updates and enhanced site performance reducing cost and time for
each product update release by > 25%.
•Reduced delivery time of a client site by > 50% from estimates of 16 – 20 weeks to 8 weeks. Engaged and
coordinated a team of experts from around the globe, including the U.S., South Africa, India, and China. Flawlessly
delivered a customized web portal for a Fortune 50 company on time and under budget.
•Defined metrics and produced reports with business actionable information from the program to feature levels,
including site usage, marketing effectiveness and customer issue tracking. Standardized reporting was available at
client launch for all clients on the integrated web portal without additional development.
Product Development & Operations Manager 2006-2007
Integrated systems and data, managed small teams of analysts and member facing communication systems.
Managed user acceptance and systems operations in production. Documented and validated requirements.
•Integrated clinical, analytical, and outreach systems with a shared data hub to create the company's first
integrated platform at 700% expected pace. Normalized data and processes supporting > 8M lives.
2. ROBERT E. MILLER, JR. Page 2
(Product Development & Operations Manager cont’d)
•Standardized communications between business and technical teams, automated scripting and customization of
media content and removed software tools usability barriers for the same. The required client customization time
for the customer engagement system was reduced 92% to 3 calendar days.
•Standardized client configuration, automated the process for customizations and designed the supporting data
structure. Eliminated the need for software development and quality assurance testing to support client
configuration, reducing cost and time by > 80% and designed interactive client configuration tool.
•Mapped a 6 vendor incentive process, uncovering delays, inefficiencies, and faulty validation rules. Designed
improved processes, eliminated faulty rules and added missing complex validation rules. Reduced process time
25%, flawlessly delivered improved process, and built esprit de corps with vendor partners.
Quality Lead – Fulfillment Services 2005-2006
Mapped and improved processes using the Six Sigma methodology. Assumed additional responsibility for managing
operations of the equipment, staff of 10 direct reports, and postage budget of $1M in a single quarter for mail
insert, addressing, presorting, and posting activities. Reported directly to the SVP Quality and SVP Fulfillment.
•Negotiated a 1 week operating budget advance from corporate finance and a credit line increase of 25% from
external vendors. Eliminated debt from 2 accounts and reduced the remaining credit balance by 20%, ultimately
delivered $1M of postage over 3 months while reducing operating debt by > 50%.
LEXMARK INTERNATIONAL, Lexington, KY 2001-2005
Lexmark International Inc. is a Fortune 500™ printing and imaging solutions provider.
Research Engineering Professional
Operated the life-cycle reliability lab, performed materials characterization and design, and supported electrical
characterization lab projects.
•Validated sample frequency of statistically identical results using Design of Experiments methodology and SPSS for
statistical analysis. Increased test efficiency 16+ times, reducing the schedule backlog by 85% while increasing the
sample size to improve the confidence interval to 95%.
•An electrical, chemical and mechanical insulator was required which reduced manufacturing costs and provided
acceptable product life. Designed, validated performance and patented a novel material and the process for
producing the same. $120M in savings were projected for a 3 year product run using the material and the
intellectual property portfolio was improved.
•Proposed and managed a project which included hardware, software and facilities re-design. Increased testing
capacity 10%, raised morale and enabled continuous monitoring of all tests from anywhere in the world via secure
HTTP connection. Absorbed a 50% staffing reduction without schedule impact.
UNITES STATES NAVY 1990-1996
Electrician’s Mate 2nd
Class (qualified in submarines)
EDUCATION / PROFESSIONAL DEVELOPMENT
MS, Materials Science and Engineering, University of Kentucky, Lexington, KY
BS, Physics, The Pennsylvania State University, State College, PA
•Xavier Project Management Certification, Lexmark International, Inc., Lexington, KY
•Six Sigma Yellow Belt Certification, SHPS Inc., Louisville KY
•Lean Six Sigma White Belt Certification, ISSSC, Louisville KY
U.S. Patent 7,165,830 Resistor protective layer for micro-fluid ejection devices Issued May 14, 2004
U.S. Patent 7,635,174 Heater chip test circuit and methods for using the same Issued August 22, 2005