SUMMARY:

• As an experienced Project Manager, Scrum Master, and multi - functional Analyst I am seeking a challenging position with an innovative company in need of project management and analysis, collaboration, and leadership skills.

TECHNICAL SKILLS:

• JIRA and other Atlassian Tools
• SQL, PL/SQL, MySQL, SQL Server
• Cognos Applications
• Salesforce CRM Administration
• Windows OS
• Microsoft Office Applications
• Oracle BI
• Scrum and Agile Methodology
• Software Development Life Cycle
• Business, Implementation, and Data Analysis
• Excellent Written and Verbal Communication
• Technical Writing
• Training and Train-the-Trainer
• Web Page Creation

PROFESSIONAL EXPERIENCE:

Confidential, Canton, MI

Senior Project Manager / Solutions Consultant

Key responsibilities:

• Worked directly with clients to research, investigate and discover what their needs and requirements were regarding each contract.
• Documented requirements based on conversations with client and related third-parties.
• Designed technical solutions for solving client situations.
• Analyzed Salesforce system setup and functionality of standard and custom features including object, fields, workflows, record types, and other functionality to determine situational outcomes.
• Analyzed more than 800,000 Salesforce data records for optimal data flow and integrity.
• Created detailed, clearly defined project tasks in Teamwork project tracking system.
• Maintained project schedule, timeline, and status communications.
• Assisted in development and deployment of Salesforce customizations and features.
• Assisted in testing new functionality by tracking, reporting or remediating bugs.
• Ensured that all available resources had tasks assigned to them for designated projects and that assigned work was completed on time.
• Coordinated with client for code releases to all environments including QA and UAT.
• Traveled to customer locations for meetings as needed.

Software Development Project Manager / Agile Scrum Master

Key responsibilities:

• Provided pre- and post- sales support for technical discussions with clients, partners, and vendors.
• Worked with development team to ensure feasibility of requirements.
• Documented project requirements based on contract details and client specifications.
• Administered JIRA issue tracking system including User, Project, and Workflow maintenance.
• Entered detailed, clearly defined project tasks into issue JIRA tracking system.
• Scheduled, managed, and tracked all projects and tasks to ensure on-time completion.
• Facilitated Scrum meetings including Daily Scrum, Sprint Planning, Sprint Review, and Sprint Retrospective.
• Worked closely with Product Owner in backlog maintenance and continuous product improvements.
• Assisted in testing product functionality and entry of bugs into JIRA issue tracking system.
• Ensured that all available resources had an achievable amount of work for the entire sprint, and that the agreed upon work is completed in a timely manner.
• Coordinated Production releases with internal and client resources, and execution of code deployment to internal and external lower environments.
• Met with clients, vendors, and partners to ensure that external project assignments and responsibilities were completed on time.
• Conducted research and analysis and provided documentation for new product and project features and requirements.
• Maintained database of tire manufacturers, brands, makes, and models including detailed specifications of individual tire lines and tire recalls.
• Reported project status to clients and key stakeholders including Tiremetrix President.

Senior Project Manager / Agile Scrum Master

Key responsibilities:

• Worked with Implementation Manager & Business Analyst to decrease time from contract signature to requirements complete by over 60%.
• Worked with development team to decrease time from requirements complete to go-live by over 50%.
• Reviewed incoming client requirements with Implementation Manager to ensure feasibility and completeness of details needed for development.
• Translated documented requirements into actionable development tasks.
• Worked with individual development and quality assurance team members to determine level of effort for individual project tasks, and prepared project development schedules based on level of effort.
• Coordinated project timelines with Implementation Manager for client joint integration testing and user acceptance testing through to go-live.
• Facilitated Scrum meetings including Daily Scrum, Sprint Planning, Sprint Review, and Sprint Retrospective.
• Oversaw backlog grooming of over 2000 tickets for as many as 5 different functional development teams on up to 12 concurrent projects across a team of 15 developer and quality assurance resources.
• Reported directly to CTO and executive team on project, sprint, and development status.
• Worked with Product and Roadmap Management Team to plan and schedule for future development initiatives as far as 8 sprints in advance of release.
• Collaborated with Product Support team to troubleshoot, resolve, or schedule development resources for incoming issues reported by internal or client users.
• Assisted Account Managers with client change requests including scope definition and level of effort required to complete for cost accounting.
• Participated in Roadmap conception and planning to represent the full software development life cycle for new programs and technologies.

Implementation Manager & Business Analyst

Key responsibilities:

• Created standardized documentation for clients explaining complex methodologies such as Single Sign On, web domain and email delegation, and Salesforce integrations.
• Developed Requirements Questionnaire and Documentation based on platform options and capabilities, and sign-off procedures for customer requirements, development, and testing processes.
• Created Process Flows using Microsoft Visio to diagram client workflows including third parties and reward fulfillment vendors.
• Worked directly with clients including many Fortune 500 companies such as ADP, ADT, and Salesforce to determine their program objectives and scope and how those requirements fit within the Amplifinity Platform.
• Worked with development team to determine feasibility and translate customer requirements into development requirements.
• Communicated technical requirements to the development team by entering tickets into JIRA including client and user-specific information for development, quality assurance testing, or issue solving.
• Coordinated with customer to develop and present presentations for requirements gathering, user acceptance testing, and training needs, including traveling onsite to customer locations as needed.
• Troubleshot issues reported by clients during user acceptance testing and post-launch, including data analysis and direct SQL database querying to resolve issues or escalate to development team.
• Generated reports from database using SQL server to perform data analysis at client and organization levels.
• Assisted sales team in technical conversations with prospective clients as a program subject matter expert to help close sales.

Level II / III Product Support Analyst

Key responsibilities:

• Managed the UNIX import process of Biometric and Eligibility data for over 20 clients into the database as well as troubleshooting and remediation of any applicable errors.
• Utilized SQL and error logging to monitor system usage and end-user data streams for an average of more than 6,000 daily users. Remediated errors and investigated anomalies to resolve incoming issues.
• Processed incoming and outgoing data capture files for print and telephonic records and corrected all errors directly in the database using SQL server.
• Trained more than 400 users on multiple applications including Cognos, FIT, and in-house applications used by clients and end-users.
• Created training materials, course outlines, and train-the-trainer education sets. Implemented training evaluations to identify opportunities to increase trainee satisfaction and understanding of products.
• Subject matter expert on numerous programs including in-house applications as well as client-facing and end-user applications. Consulted on product improvement opportunities and new product development.
• Examined incoming end-user comments for participant safety and system issues. Followed-up directly with end-user in any related comments.
• Implemented outsourced Call Center for Level I support. Developed a Knowledgebase of data containing over 1,000 articles to assist the call center in responding to participant inquiries.
• Provided ongoing training for the call center which increased the call center closure rated to a 93% closure rate on first contact.
• Communicated directly with end-users via telephone and/or email on all issues that the call center was not able to resolve.

Client Services Manager & Business Analyst

Key responsibilities:

• Served as a member of sales pursuit teams as subject matter expert on client services processes, reporting technology and data analysis tools to secure client agreements and product up-sell opportunities. Provided product demonstrations to prospective clients.
• Trained new clients on products and applications. Developed training materials and course outlines for base products and support applications.
• Implemented client website customizations including programming, quality assurance, and legal review of all components.
• Maintained day-to-day contact with over 25 clients for customizations, participation and engagement, and issue resolution. Traveled to client locations for product promotion and participant program assistance.
• Assisted with development and implementation of client-facing data analysis tool through Cognos applications, including review of database tables and SQL code for completeness. Created training materials, course outlines, train-the-trainer sets, and evaluations for product training.
• Performed data analysis using SQL server to directly query the database to find more specific information on any data issues or concerns.
• Identified and led the initiative to implement a Product Support team to streamline efficiencies and increase customer satisfaction.

Office Manager

Key responsibilities:

• Managed office and other functions for entire organization including marketing, advertising, correspondence, accounts payable and accounts receivable.
• Processed all incoming orders, proposals, and customer system configurations.
• Ordered any necessary parts and services and oversaw system set up and installation.
• Maintained customer contact on a regular basis to ensure customer satisfaction.
• Issued customer satisfaction surveys and evaluated the results to improve client retention.

Customer Service Representative

Key responsibilities:

• Handled all incoming and outgoing quotes, bids, sales orders, purchases, and returns for all US customers.
• Developed and initiated procedures and processes for all functions concerning customer service department, warehousing department, and shipping and receiving department.
• Developed and maintained database of entire US product line with over 2,000 pieces of equipment. Maintained and reconciled inventory in warehouse and offsite including shipping and receiving.
• Worked closely with accounting department to verify all transactions.
• Handled day-to-day communications with entire sales and clinical staff including regional sales managers and Vice President of Sales and Marketing.