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Senior Manager Resume

SUMMARY:

PMI - certified professional with 15 years of experience leading and delivering complex software development projects, bringing structure to distributed, cross-functional teams, and managing to objectives of diverse stakeholder groups. Extensive practical knowledge of predictive, adaptive, and iterative development methodologies and tools, applied with the philosophy that the approach should fit the project goals, resources, and constraints. Aiming to leverage hands-on management style, effective communication strategies, and critical thinking and analytical skills to bring value to your organization.

SKILLS AND COMPETENCIES:

Waterfall and Agile frameworks Resourcing plans and project schedules Stakeholder communications, presentations and reports Business requirements elicitation, use cases, user stories Project charters, PMPs Resource management Cost forecasting, budgets, actuals reporting Help Desk management Vendor management Sharepoint MS Office suite, Visio, Project Project Online Power BI Team Foundation Server Relational DBMS (Oracle and SQL Server)

PROFESSIONAL EXPERIENCE:

Senior Manager

Confidential

Responsibilities:

  • Lead remote team of vendors and consultants providing production support and for 500+ users across 20+ locations globally
  • Provide day to day guidance and leadership to team members to enhance capabilities, performance, and job satisfaction
  • Create and implement policies and procedures for the support team to ensure consistency and quality of service
  • Manage Help Desk ticketing process and system, including procedures for routing tickets into appropriate streams based on ownership, configuration of the system to capture required data and enable workflows, and views/reporting to enhance ability to monitor status
  • Plan and guide the development of knowledge base content and programs to enhance the availability of resources available to end users and drive higher levels of system adoption
  • Manage vendor relationships, commitments, and performance
  • Write vendor agreements, SOWs, and contracts for ongoing support, including resources, scope of work, services delivered, SLAs and performance standards
  • Create and monitor vendor performance for adherence to contracted services, standards, measurements, and SLAs
  • Interact with vendor management teams frequently to reinforce organization requirements and standards and communicate areas for improvement
  • Lead cross-department teams that collaborate to identify process gaps and implement process improvements
  • Form cross-department working groups focusing on process improvement initiatives by identifying stakeholder priorities and key issues, and process or system dependencies; lead the design and implementation of process improvements
  • Organize agenda and content for quarterly user group meeting for accounting/finance system end users

Senior Business Systems Analyst/Project Manager

Confidential

Responsibilities:

  • Technical and product upgrade for rebranding of web-based legacy product, with multiple agile and non-agile teams across locations and time zones
  • Rewrite and integration of legacy system into internal enterprise core system, reducing enterprise risk of obsolete technologies and single points of failure for business line processing over $1b in payments
  • Rewrite and data migration from legacy Visual FoxPro system to ASP.NET/SQL Server internally developed application, eliminating ongoing consulting fees and knowledge gap in the organization
  • Implement new systems and processes to improve ability of the technology organization to utilize data to deliver superior results to business partners:
  • Business Objects implementation for growing division requiring flexible and customizable self-service reporting for clients; included installation and configuration of internally developed ETL programs, data testing and analysis, data onboarding, report development, and production and client rollout support
  • Project Online implementation to transition internal resource planning from spreadsheets to enterprise resource management tool; included roll out of new processes to affected teams; liaison with counterparts in other regions to align processes and system usage; design and development of management reporting using Power BI; integration with existing demand management procedures
  • Contribute expertise to organizational improvement initiatives to enable the company to get products to market faster, reduce costs, and improve customer experience:
  • Enterprise-wide development quality initiative to embed quality concepts into all facets of SDLC, in conjunction with Agile rollout
  • NA representative in global initiative to drive adoption of client self-service reporting tools in client-facing parts of the organization

Business Systems Analyst

Confidential

Responsibilities:

  • Technology product owner of internally developed system supporting up to 2,000 concurrent users and $50-100m in yearly revenue; hybrid role including requirement analysis, UI design, testing, production support, release management, and SAS70/SSAE 16 audit compliance
  • Project-managed system upgrade from VB6 2-tier application to .NET 3-tier application with predictive dialer integration, to support time-critical project
  • Coordinated work of 5-8 developers, testers, and analysts to develop, maintain, and support system

Business Analyst

Confidential

Responsibilities:

  • Lead SME, requirements analyst, and tester for 6-month outsourced rapid application development project, in residence onsite at vendor location to ensure seamless collaboration
  • Led successful system rollout to 200+ call center agents and supervisors, including creation of user documentation, program development and delivery, and post-production monitoring and support
  • Tester and gatekeeper for four systems maintained by 8-10 developers to ensure that only QA-tested code was promoted to production

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