SUMMARY

• Product management professional with proven ability to work as a liaison between senior management, IT, design, sales, marketing, and customer service focused on excellent service delivery and building strong client relationships
• 8+ years | Product Manager | Project Manager | Business Systems Analyst | MBA | Computer Science Engineer
• Multi - Industry experience: Banking, Retail, Telecom and Education
• International exposure: USA, Kuwait, Bahrain, Saudi Arabia, Ghana, Iraq, Nigeria, Dubai, Abu Dhabi

TECHNICAL SKILLS

• B2B SaaS: BMC Remedy, SDLC, IT Service Management, IT Service Desk, Incident Management, Problem Management, Asset Management, Change Management, Configuration Management DB, Customized Service Quality Application, Case Management Application, Service Request Management, ITIL
• Methodologies: Waterfall, Kanban, RUP, UML, Agile, Scrum, Scrum Master Accredited Certification (SMAC)
• Reporting: Tableau, Qualtrics, SPSS, Business Objects Crystal Reports, MS SQL Server 2008 Reporting Services
• Programming: SQL, C, C++, Java, HTML, Pascal, COBOL
• Certification: QMS Auditor/Lead Auditor based on ISO 9001:2008, October 2010
• Membership: Project Management Institute (PMI): Arabian Gulf Chapter (AGC), 2013 - 2014
• Tools: Salesforce, Version One, JIRA, HP QC / ALM, iRise, MS Project, MS Visio, MS Excel, MS Power Point, Outlook, SharePoint, Windows, Linux, Slack

PROFESSIONAL EXPERIENCE

Confidential, Mclean, VA

Product Manager

Responsibilities:

• Generated over 260,000 USD revenue as a client account manager for Confidential
• Product Manager of a salesforce based system that is used by the 3 rd line of Credit Review Team including Commercial, Retail, Models, Central Service, Innovation and Data Analysts
• Coordinated with Senior Leadership Team, users from various business teams and IT to design the process maps, wire frames and UI mock ups using design thinking, Agile/Scrum methodologies
• Defined, prioritized and enhanced user stories as a product owner with the senior leadership team, directors, senior managers, team leads, users, Scrum Master, developers, quality analysts and testers in Version One and JIRA
• Drafted the roadmap into epics and releases and grouped the user stories accordingly by sprints
• Wrote user stories which are independent, negotiable, valuable, estimable, small, manageable and testable as per the Gherkin format and ensured that they met the acceptance criteria for complete testing of the functionality
• Acted as an interface and customer advocate to ensure customer, stakeholder and user needs are being addressed
• Provided additional support and guidance to clients during the implementation phase to include development of training resources such as user manuals, training sessions, brown bag sessions, on the phone training and CBTs
• Participated as a member of the user acceptance team by testing scripts in full test and production environments
• Validated incremental releases to meet customer requirements and drove sprint demos and validations
• Participated in Daily Stand Up, Core Hours, Sprint Grooming, Sprint Planning, Sprint Reviews, Sprint Retrospective, Release Planning, Scrum Meetings and other agile activities

Confidential, San Diego, CA

Product Manager

Responsibilities:

• Facilitate business requirement gathering and definition through various methods including joint collaboration sessions with business and IT, design sessions, targeted Q&A sessions with multiple Subject Matter Experts
• Identify/escalate and/or manage requirement conflicts, issues and changes in order to appropriately manage scope
• Influence, negotiate, and integrate requirements from multiple stakeholders into a logical and coherent set of functionality and capabilities, and train and mentor junior business analysts and stakeholders
• Prepare documents such as business and functional requirement documents, user stories, use cases, use case models, gap analysis, current and proposed process flows, workflows, and data flows
• Assist in quality assurance test strategy and plan review and provide support to various test teams (e.g., QA, IST, UAT)

Confidential, Reston, VA

Product Marketing Manager Intern

Responsibilities:

• Strengthened product promotion and positioning by rewriting content and restructuring the site to be more user-oriented
• Collaborated with software engineering teams to build a demo video for DoDIIS Worldwide Conference, 2015
• Identified points of UX friction in the existing products’ design and outlined recommendations
• Proposed enhancements to restructure and reorganize the user manuals and quick reference guides
• Developed sales and marketing tools including videos, presentations, website and case studies

Confidential, Cleveland, OH

Project Manager

Responsibilities:

• Automated the processes of transforming data into Customer Relationship Management system (CRM), Hobsons Connect, by designing intuitive and efficient repeatable models leading to time and cost savings
• Improved efficiency of email communications between school admission managers and prospective customers by interviewing clients, introducing standardization and removing inconsistencies
• Streamlined the CRM report generation process to make it simple, effective and efficient
• Instructed 60+ students on the quantitative section of GMAT, GRE and SAT examinations
• Increased customer awareness of examinations by conducting school visits, marketing events and seminars and making sales calls to acquire new customers, generate revenue and facilitate business growth

Confidential

Sr. Business Analyst

Responsibilities:

• Acted as product owner for clients throughout the Middle-East and Africa, including Kuwait, Ghana, Saudi Arabia, and Bahrain as an on-site support engineer and Iraq, Nigeria, Abu Dhabi, and Dubai off-site
• Managed multiple projects valued at $450,000 annually for clients in various industries, including retail, education, banking, and telecommunication and improved service turnaround time by 20%
• Supported B2B SaaS BMC Remedy IT Service Management Suite and developed and troubleshot custom-designed IT products which incorporated an application that supported local languages in 16 countries
• Experienced in executing entire software development life cycle (SDLC) from concept through completion
• Formulated product vision, strategy and roadmap including pricing, GTM strategies, and product positioning
• Assisted in completing market research, competitive analysis, customer engagement, and business planning
• Conducted joint application development sessions (JAD) with clients for requirements gathering
• Determined the feasibility of and engineered product functionality, features and services
• Tracked and reported on project hours and expenses to ensure projects are within the established budget, pricing, packaging and delivery strategies
• Developed design document, business requirement document (BRD) and functional requirement document (FRD) and linked them using traceability matrix
• Trained 150+ users and administrators during UAT and 10+ colleagues on Business Objects Crystal Reports
• Created service quality application reports to facilitate critical decision making for senior-level management