Christine Chamberlain
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Work History

TMG Health, Inc., Jessup, PA, 2011 ‒ Present

TMG Health is the leading national provider of expert solutions for government sponsored health plans.

Sr. Project Manager
Responsible for multiple teams of IT professionals.

  • Responsible for the coordinated management of the multiple projects to implement the Alineo application for a new Medical Management business unit.
  • Vendor Management of the vendor/partner implementation team of PMPs and developers.
  • Maintain continuous alignment of program scope with strategic business objectives top of mind.
  • Build and retain credibility with stakeholders at several levels, internal and external to the organization, through regular dashboard reports and constant communications.

MetLife, Inc. 1028 Morgan Highway Clarks Summit, PA 18411, 570-587-6173 Jul 1997 – Nov 2009

Metropolitan Life, Inc. is largest Life Insurance provider in the US; #39 in Fortune’s annual ranking of largest companies in 2009.

Assistant Vice President, IT Enterprise Infrastructure (2005 to 2009)
Responsible for multiple teams of IT professionals.

  • Built a strategic process development team incorporating ITIL & IT Service Management best practices that fit with MetLife’s business goals and objectives. Over a four (4) year period, defined, developed and implemented Incident, Problem, Change and Configuration Management for 6,500+ employees across all Information Technology. Closely guided by Gartner Group and Pink Elephant for ITIL / ITSM methodology.
  • Developed relationship managers targeting business units’ technology requirements. This team of 27 IT professionals is responsible for translating business requirements in to technology implementations that follow proven best practices and enhance the overall workflow for the unit.
  • Coordinated a planning and expense management team of 16 individuals to direct and oversee financial operations. Provide leadership and coordination in the administration, business planning, forecasting, budgeting, and accounting efforts.
  • Led a team of 8 Certified PMP® experts that provide project, program and portfolio management consolidation, alignment and oversight to the Project Management Offices and Project Managers.

Director, MetLife IT Support Desk (1997 – 2005)
Responsible for all day to day operations and functionality of MetLife Consolidated Service Desk

  • Oversight responsibility for the daily operations of MetLife IT Service Desk supporting 65,000 end-users. Manage all SLA’s and vendors handling the calls. Promote best practice support model following an ITIL methodology. People management of 125 Call Center Agents to promote MetLife Core values and develop talent for the future.
  • Direct the communications, documentation and training teams that work with all levels of IT. This includes collaborating with Corporate Learning & Development on building the training program for BMC Remedy suite of tools as well as process methodologies. The four (4) person team is the face of IT with regard to communication and presentation of new technology, tools, process, etc. Developed Knowledge Management dB of all support documentation with over 2,500 articles and/or documents for daily use by the MetLife IT Service Desk.
  • Developed a new Rewards and Recognition Program. Headed the team in 2004 that built an enterprise wide rewards and recognition program to service more than 2,500 MetLife employees. Worked with external vendor for awards development and technology process flow. Project came well under the $100K budget allotted and created a very positive program that was well received and continues today.

CTG, Inc., 800 Delaware Avenue, Buffalo, NY 14208, 716-882-8000 Oct 1991 – Jun 1997

Computer Task Group, Inc. is a leading provider of IT business & consulting solutions; rated #131 in Forbes’ annual ranking of best small companies in 2009.

Transition Manager
I was principally responsible for transitioning a new IBM Global Services Help Desk.

  • Ground up creation of Level 1 IBM Global Services Help Desk for Metra-Health account to support more than 25,000 end users. I hired and managed 72 Help Desk agents for various areas of support. I was responsible for the development of the training curriculum for support areas; including specific applications, OS/2 workstations, and customer service.
  • IBM Customer Assistance Center of Level 1 and Level 2 support to provide telephone assistance to IBM internal customers experiencing problems with their mainframe connection, stand-alone PC’s, and other technical problems. I typically handled 100+ calls per eight (8) hour shift.