personal summary

Highly motivated, results and deadline driven Project Lead with 11 years of client focused experience. An innovative professional with proven ability to identify, analyze, and solve problems to increase customer satisfaction and control costs.

Professional skills Summary

• Seasoned professional in wide-scale project and program management.
• Expert in building relationships with clients that result in higher client retention and increased business.
• Proactive in identifying risks and addressing them before they occur.
• Excellent communication skills and detailed analysis of issues.
• Expert in multitasking in a technical analyst role and ability to prioritize activities efficiently.
• Broad knowledge of LAN/WAN in a UNIX and NT server based platforms.
• Proven track record of customer support and great team player.
• Strong analytical, organizational, planning and negotiation skills.
• Excellent knowledge of SDLC and project deliverables.
• MS Project experience and currently pursuing PMP certification.

EDUCATION

Master of Business Administration (MBA) - Information Technology
Coursework: C++, Visual Basic, database management, SQL, and PowerBuilder.
Bachelors of Arts in Business Administration - Accounting
Coursework: Business education in Finance, Business Administration, Economics and Accounting.

PROFESSIONAL EXPERIENCE

Confidential, Dallas, Texas
Project Lead for Major Account
October 2004 - Present

• ADP Dealer Services provides integrated computing solutions to a large client base primarily over North America. Joined as a Client Technical Analyst lead for the Accounting, Payroll, and Finance & Insurance departments, and quickly was selected to handle our most important client base, National Accounts.
• Transitioned to an Account Executive in August 2006 while working with our Major Account clients. Was promoted to Project Lead in June 2007.
• Effective liaison with clients, technical support resources, and research & development department to always ensure clients' needs are addressed timely and professionally.
• Managing new store implementations and working closely with team members from different applications to ensure that all aspects of project, performance, and contractual obligations are met or exceeded through relationships, managing expectations and project staffing.
• Implemented new software development project ahead of schedule, saving the company $20,000 in development and implementation costs.
• Budgeting time and resources effectively to ensure projects are completed on schedule, resulting in ease of client going live on ADP and maintaining higher client satisfaction.
• Detailing project plans, ensuring that all custom work, reports and deliverables are outlined, ensuring smooth implementations.
• Responsible for gathering, analyzing and documenting business processes and requirements from users, departments, internal Information Services staff, as well as external parties.
• Maintaining a high standard of communications between clients and research & development department and acting as the contact point, engaging in product change requests for clients which involve product enhancements and defects prioritizing and tracking.
• Following up with clients post implementation to ensure daily operations are running smoothly, and addressing any additional needs.
• Drove the implementation of systems to support ADP internal strategy and business processes.

Confidential, Carrollton, Texas
Client Technical Analyst
December 2002 - September 2003

• Responsible for analyzing tickets system, data, and departmental materials in order to make recommendations and changes to improve departmental performance.
• Helped support Stream International's application platforms, servers and other supported products which include troubleshooting, diagnoses and documentation of issues.
• Responsible for following incident management processes, procedures, and associated tools requirements.
• Ensuring Technical Representatives are performing to expected standards.
• Coordinating and facilitating training for Technical Representatives.
• Provide information to company executives about departmental status.
• Coordinating with management and other departments to share knowledge.

Confidential, Amman, Jordan
Credit Officer
October 1997 - November 2000

• Responsible for reviewing and analyzing loan requests and commercial credit applications through interviews with applicants and checking various application forms.
• Approved and recommended approval of loans and commercial credit applications within policy guidelines.
• Responsible for preparing papers setting out conditions, periods of loans, rates of repayment, and trading terms.
• Responsible for answering inquiries concerning loan balances or commercial accounts, penalties and credit standing of customers.

SKILLS

General Computer Skills: Extremely knowledgeable with multiple operating systems and software.
Application Software: PowerPoint, Access, Visio, Excel, FrontPage, Microsoft Project and Macromedia Products.
Computer Programming: C++, Visual Basic, PowerBuilder, and SQL..
Languages: Fluent in English and Arabic, moderate in French.