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Application Integration Program & Project Manager Resume

Chicago Florida, TexaS

SUMMARY:

  • Over 10 years+ of rich expertise: as an Product Project Manager (Digital space) & SME in Cloud Digital Transformation I Enterprise Implementations | Software Development & Integration | Transition Management I Healthcare I Payment Systems I Data privacy & (IAM )Security. Proven successful track record of building digitally enabled financial institutions; Investment, Commercial and Consumer Banking.
  • 10yrs of Expertise in Project Management Methods - RUP (Rational Unified Process), Agile Scrum Masterpiece (SDLC/PDLC), Waterfall and Devops Life cycle model. Ability to train employees for Agile process and assist the team in navigating Agile tools.
  • Excellent communication, interpersonal, motivating, and problem-solving skills. Outstanding leadership, strategic planning, multi-tasking, and decision-making skills and a go getter ability. Experienced and SME in financial technology space- Cash & Loan operations, Digital Banking, Investment Banking, Payments systems (ACH & Wiretransfer).
  • Completed Successful enterprise level transformations into high performing continuous delivering digital enterprises to orchestrate: strategy and innovation, customer decision, process automation, organization, technology, and analytics.
  • Implemented Strategies to complete application development initiatives which includes developing Cloud Portals, Cybersecurity and Social Networking, Business Intelligence strategy and roadmap, standardizing business metrics, building digital infrastructure and delivering highly effective enterprise systems.
  • Lead and handled large scale complex projects in AWS Cloud infrastructure, Data lake, Cognitive Automation / Robotic process automation, Advanced analytics, Oracle Cloud, Data Privacy, Payment, Cloud Security, ITSM, Salesforce Cloud Implementation.
  • Well versed in JIRA, Confluence, Salesforce, Service Now, JENKINS, GITHub, Sharepoint, MS Office, Microsoft Teams, Word, Excel, Powerpoint, PDF, Visio, Microsoft Project, Clarity, PPM, Tableau.
  • Understand and well versed with network technologies such as MDF, IDF, Router, Servers, Switches, Wireless Access Points, Fiber and copper cabling. Maintained ITSM framework / documentation in relation to AWS Cloud operations. Well versed with ITIL frame work, various delivery models (Onsite, Offshore, Global Delivery Model, Dedicated and Shared services. Managed & coordinated ongoing maintenance build management activities, application enhancements & upgrades, content changes, Configuration & assembly changes, break fix support to the applications & overall quality of services

SKILLS:

Technical Skills: JIRA, Confluence, Scrum Agile, Waterfall, SAFE, MS project, Confluence, Remedy tool, Clarity, Sharepoint, Excel, MS Sql database Reporting, Planview, Oracle Primavera, EPPM,Salesforce, Alteryx, Tableau, AWS, Service Now, MS office. Google Smartsheet.

Functional Skills: Product Development & Implementation I Project Management & Risk Analysis I Communication Management Testing (UAT, functional ) &Quality Management(QA/QC) I Key Metrics & Client Relations I Plan view management I Project/Portfolio Management (SOWs, RFP’s, RFI’s ) I Release Management I Iterative development I Risk mitigation and management I Stakeholder Management I Systems Development Life Cycle (SDLC) I Kanban & Continuous I PMO Development I Time & Cost Management I Change Management I Cloud Database development I Enterprise wide implementations I Cloud Integrations I System integrations I Advanced Analytics I Cognitive automation I Process re - engineering I Capacity - Resource Planning I Business Process Improvements I Data management I Strategic Analysis I Transition Management I Delivery Management I Six Sigma Methodology.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, Florida, Texas

Application Integration Program & Project Manager

Responsibilities:

  • Created user acceptance test strategy, managed defect tracking process and production support process.
  • Researched on the design and essential functionalities of the official website.
  • Performed GAP Analysis to identify the current situation and the future state want to reach on the current website.
  • Interviewed manager, end users Marketplace seller individually or by group, held brainstorming meeting and teleconferences to elicit requirements.
  • Gathered requirements pertaining to various features designing an interface that best suits department needs using wireframe diagrams.
  • Helped transform the business requirements to functional requirements.
  • Helped in creating a dynamic website using CMS Content Management System .
  • Wrote and prioritize User stories in product backlog for each sprint.
  • Defined, explained and set goals with end users to attain a high level of project transparency.
  • Used MS SharePoint to management requirement document and track requirement.
  • Assisted in the identification of the scope, timeline and budget of the project and ensured the progress at each step with project manager.
  • Conducted JAD sessions and contributed to technical designs
  • Worked in SCRUM environment and attended daily SCRUM meetings, Sprint planning, and Sprint review.
  • Helped design the mobile app with similar styles and functions.
  • Involved in the website design and development.
  • Contributed to a high Confidential prototype in the design and development process to ensure the functional as well as the 'look and feel' needs being met.
  • Created and tracked the traceability matrix from conception of requirements to implementation in the development process.
  • Involved in User Acceptance Testing UAT, required to collect feedback and improve designs during UAT phase.
  • Responsible for reviewing all artifacts before and after the design process.

Environment: Agile, MS Visio, MS Word, MS Excel, MS PowerPoint, Android SDK 4.0.3 API 15, GAP Analysis, Oracle, eCommerce, WebService, AWS, CMS, Java, UML, UAT, JIRA, SharePoint.

Confidential

PRODUCT MANAGER

Responsibilities:

  • Maintained and implemented corporate-wide technical vision set forth by chief executives when assisting the Director of Confidential
  • Led research and development including: project management, technology planning, cost analysis, prototyping, infrastructure impact analysis, resource allocation, growth planning and vendor relationship management under the guidance and mentorship of the Director of Confidential .
  • Established company’s Enterprise IT steering committee for each of the divisions - Single Stack Program, Confidential Operations, and Confidential Telecom.
  • Assisted the Chief Architect and development manager of company’s first enterprise-wide intranet portal
  • Assisted and supported the management of projects of various sizes; estimated resource requirements, completion dates, critical path milestones, monitored progress against plan and providing weekly status reports to Vice President.
  • Significantly expedited daily business productivity as well as accuracy and organization as champion of major consolidation of multiple applications running concurrently for same function such as Order Entry (five systems), Provisioning of Circuits (seven systems), Layer 3 provisioning (two systems), and Billing (11 systems) resulting from countless mergers and acquisitions.
  • Scrutinized organizational processes and control structures to identify opportunities for simplification, eliminate duplication of efforts, and effectively balance risk and control.
  • Compiled status reports, modified schedules as required, and reported to senior management.
  • Developed, maintained and communicate the vision of the Cloud payment Product Portfolio ; Interpretation of business goals and communicate it to engineering and operations teams and help identify opportunities for the assigned Cloud Payment Product Proprietary system Portfolio to achieve results - implementation of data lake strategy implementation - that indicated the elimination of 25 servers, 4 databases and 2000 business users, which resulted in a decision to implement a cloud-based solution (AWS). Completed project on time and $2.1M under budget for $5.5M project.
  • Supported HR, IT, Sales & Marketing with respect to recruitment, training, development, and employee performance, ITSM/ITIL, service operations model framework .
  • Held Quantity assessment - comprised of CPU, RAM Storage (data center portfolio intelligence document) using Cloudscape, Qualitative assessment (cloud readiness roadmap): business criticality, security, compliance, RTO, RPO using EAPM studio
  • Paas analyzer to scan the codes to be used to deploy to the cloud, migration plan
  • Derived cloud migration roadmap - migration complexity, migration path, cloud migration pattern Saas & Paas, migration base plan - reform, redeploy, rebuild etc.
  • Keeping cloud reference architecture as a base (above) cloud boost library of 250 + scripts to create the landing zone - network security, OTP, Fraud, access control, policy, settings and monitoring
  • Migration scenarios are developed using One Migrate Tool
  • Migration overall testing - performance, security & load testing on the cloud (One test tool)
  • Once environment is migrated, with help of ITSM delivery run team (for monitoring ticketing, using service now, logic motor tool)
  • Managed project scope and manage project changes through the change management process, Agile Train Release.
  • Provided performance review input and development (Dev Ops) recommendations for team members
  • Generated metrics and provide regular briefings and dashboards to senior management on the performance of the ongoing infrastructure projects, work with customers and technical resources to develop PI Planning, Iteration plan, Daily Iteration meeting standups, review meetings,, detailing work break down structures and identify critical path in TFS, Iteration review, Retrospectives, Backlog refinement, Agile Train build release, deployment.
  • Led complex, high impact process improvement projects utilizing recognized project management and SAFe lean/six sigma methodologies.
  • Utilized Six Sigma to analyze and make recommendations on employee survey results to Sr Management resulting in an improvement of 15% increase at the next employee survey.
  • Provided continuous improvement feedback both written and verbal to improve services and processes based on Six Sigma
  • Managed process improvement initiatives assessing current and future state solutions contributing to improving the success of the project portfolio
  • Designed special contingency and disaster recovery plans. Evaluated and selected vendor for hardware move and maintenance.
  • Worked with product management and engineering directors to deliver against company
  • Designed and maintained SDLC processes to scale engineering team by 50% while doubling release throughput. This included setting up JIRA and coaching business stakeholders.
  • Managed and implemented CI/CD pipeline - tool development using JENKINS, MAVEN, GITHUB and AWS Cloud.
  • Created and maintained technical documentation for warehouse pipeline, web services, and mobile applications
  • Balanced multiple projects, priorities, and triages, to meet company objectives
  • Manage & Translate Business Need into Technology Initiatives as per SDLC. Handle ongoing pilot of a Projects/Projects.
  • Collaborated with customers and vendors to ensure high-quality products that adhere to schedule timelines and meet budget guidelines
  • Developed design documents, user guides, maintenance documents, project documentation, and release documents.
  • Defined, streamlined, and automated ticket handling. Sent weekly meeting and progress reports to stakeholders and teams
  • Managed new prototypes and previously existing projects through entire lifecycle. Send weekly meeting and progress reports to stakeholders and teams
  • Managed project budgets and financials, including Business Case development for all assigned projects. Assisted in the development of departmental budgets and forecasts, as well as the tracking of actual to forecasts. Monitored project progress and adjusted resources and priorities accordingly.
  • Defined an enterprise level framework to improve Dashboard, Status Reporting, SLAs Define Scope & Key Milestones, coordination, planning, & execution of Application DevOps and Support activities using SAFe agile techniques with help of MS project, TFS, CRM - Salesforce, MS office, Planview,, JIRA, GitHub.
  • Collaborated with customers and vendors to ensure high-quality products that adhere to schedule timelines and meet budget guidelines. Implemented and reviewed test plans, data, and reports to ensure product complies with requirements
  • Developed timing and mitigation plans to meet financial, scheduling, and performance requirements
  • Created and maintained clear, concise project plans and developed strategies to meet deadlines.
  • Created and maintained technical documentation for warehouse pipeline, web services, and mobile applications
  • Balanced multiple projects, priorities, and triages, to meet company objectives.
  • Create materials for project charters, governance models, Workstream structures, key dependencies, RAID logs etc
  • Ensure adherence to best practices and standards with respect to User Acceptance Testing, Integration testing, Resource Allocation, and Quantifying Project Benefits, Return on Investment, and Break Even Points.
  • Delivered multiple documentations in the areas of Project management, Scope Management, Project Metrics, Peer Reviews, Change Management, Configuration Management, Risk management, PDLC and SDLC using MS project, JIRA, Service Now, Confluence.
  • Backlog grooming & prioritization, feature & release roadmapping, driving product strategy and rollout, customer experience, defining and tracking KPIs, wallet usage analytics, leading retrospectives, relationship management across cross functional teams (Engineering, QA, PM, User Experience, Issuer teams), managing squad members as dotted line reports and providing feedback.
  • Responsible for optimizing digital sales funnel and customer experience for Amex consumer credit card on Amex.com across mobile, tablet and desktop platforms.
  • Product roadmap for abandoned cart experience, analyzing application retrieval and completion rates.
  • Credit card digital buying experience- competitive analysis, roadmap and feature prioritization, managing complex implementation projects, supporting launch of new card products, product playbook.
  • Managed financial, creation of project plan and WBS, risk, issue and Project change control using PlanView tool.
  • Review of Business requirements and getting sign off from stakeholders.
  • Lead cross functional team e-global, MIGS etc .
  • Provide SME input on Acquiring processing for the program.
  • Review design and provide input to development team and get sign off from stakeholders.
  • Review test script for transactions processing.
  • Hold test meetings and make sure testing progress.
  • Develop user test cases for qualification processing.
  • Setting up Discover, AMEX, MasterCard and Visa processing capability at Citi.
  • Manage associates who are performing UAT testing for project. Assign daily work and supervise the work.
  • Get the status update and provide the status update to senior management.
  • Work on business growth.
  • Interview and hire right resources for project activities.
  • Manage the resources from day to day work and from career growth perspective.
  • Led regular ongoing meetings with department executives and stake holders to review project status and any proposed changes.
  • Defined and communicated technical project deliverables to all stake holders and monitored status of tasks, timelines and resources.
  • Continually communicated status reports to senior management and department executives for budgeting and planning purposes.
  • Collaborated with cross-functional teams to draft project schedules, needed resources, plans and scope of execution.
  • Monitored team progress and enforced deadlines and served as the single point of contact for project scheduling, changes and status.
  • Developed weekly slideshows and other forms of media to present ongoing project progress to the IT Directors, Department Executives, Internal clients, and Management teams
  • Leaded and managed onshore and offshore resource pool of 50 plus resources ( across US, UK, APAC regions).
  • Worked on advanced cognitive process improvements and automation, implementation of new methodologies for software development and project management using Tableau, Alteryx.
  • Was actively involved in Development of project plans, UAT test plans, production deployment plans, costing and budgeting plans using MS project, MS excel, JIRA and Salesforce.
  • Actively worked on Agile Earned Value Management, Agile Release Plan & Agile Risk Management.
  • Instrumental in delivering improved ITIL Service Management.
  • Designed controls, procedures and business processes for increased productivity and lower risk and cost.
  • Coached scrum ceremonies Sprint planning meetings / Sprint Review Meeting / Sprint Retrospective / Backlog grooming meetings.
  • Evaluated early stage and growth stage partnership and acquisition opportunities. Worked with third party partners and banks to process payments. Hands-on analysis to investigate and resolve escalations from internal clients such as Customer Service, Finance, Accounting and Fraud.
  • Manage the operational relationship with third party payment partners, advocating for customer experience and driving operational improvements.
  • Collaborated with diverse DevOps groups to create benchmark timings on internal hardware.
  • Assisted with planning and managing the virtualization and migration of Applications into the new Data Center.
  • Provided data modeling changes and ETL changes to improve maintainability, data quality, best practices and performance.
  • Deployed Rational Tools infrastructure with MS Project Server and custom KPI Metrics web-based reports.

Confidential, Houston, Texas

Sr Agile Program Manager - Scrum Master

Responsibilities:

  • Analyzed an existing JIRA installation, provide formal proposals for improvements, and implement changes to realize greater efficiency, productivity, and reliability in a fast-paced product development environment
  • Analyzed an existing JIRA installation, provide formal proposals for improvements, and implement changes to realize greater efficiency, productivity, and reliability in a fast-paced product development environment
  • Developed advanced JIRA workflows and permission scheme, notification schemes, Screen scheme.
  • Work with development and leads to review testing approaches and ensure solutions support enterprise goals
  • Work with management, developers, quality engineers, and product managers to gather requirements and define workflow for a new project, then implement in JIRA.
  • Install, configure and administer JIRA and Confluence and other development tools
  • Responsible for user management, security, configuring fields and screens, configuring workflows.
  • Work with software engineers, database administrators, quality assurance staff and project managers to ensure a coordinated approach to processes, procedures and use of technology/tools
  • Configure dashboard and generate reports on various format including Pie Chart, Average Age Chart, Heat Map on statistical data including Resolution, Time Spend etc.
  • Evaluate, Install, and configure various JIRA plug-ins systems based on the requirement.
  • Create custom fields and configure to use it in different Field Configuration and Screen.
  • Document procedures that meet, and to develop documentation to guide as well as train employees on administration and use of the JIRA system.
  • Implementing and developing solutions enabling Development and Operations teams to build, deploy, monitor and test applications and environments
  • Installing, configuring and maintaining Continuous Integration, Automation and Configuration
  • Developed Puppet Manifest files and custom puppet modules to deploy automated tasks to many servers at once custom puppet modules and for managing the full application stack Integrate DevOps into Release Management.
  • Assure DevOps scales universally for hosted, customer on premise, and cloud-based strategies.
  • Worked with third-parties for integration of DevOps practices.
  • Providing the right direction to use the DevOps tools like Jenkins (release), GitHUB for repository & AWS and Docker for Monitor and Virtualization.
  • Kept the executive team informed of project progress, issues, risks and status.
  • Produce meaningful metrics to demonstrate the current state of the infrastructure
  • Drive projects to improve automation processes across a diverse technology stack
  • Work on critical, highly complex customer problems that will span multiple AWS services
  • Promote CI/CD and automation processes across all teams
  • Proficient at design and maintenance of Continuous Integration/Continuous Deployment workflows. Help drive a process improvement culture through continuous improvement and development of project management and process improvement systems and tools (such as Lean Six Sigma and Agile SAFe - PI planning, Retrospectives, Backlog grooming). Managed Integrated project plan for the project, Project charter, Status reports, Communication decks, Communication Plan, Data migration/transfer plans, Product Template (includes Product and study data), Cross functional dependency plan, Manage SharePoint meeting space and Risk register.
  • Assisted in planning and managing the virtualization and migration of Applications into the new Oracle Cloud Data Center.
  • Provided monthly metrics reporting, Kanban Board visualization to track progress to Product DevOps management team on burn down progress, velocity and release updates using Salesforce, JIRA, Confluence, MS project, Planview.
  • Led the development of the Service Delivery Model Of DevOps for the IT Organization ITIL v3 Service Management. Created standardized Data Center Reports for project strategic plan. Established IP VPN PPM, for profitable revenue growth.

Confidential

Program & Project Manager - SME - Scrum Master/SAFe/ Kanban

Responsibilities:

  • Managed IT Vendor contract negotiations, project plans/budgets, invoices, and SLA, BRD, FRD, QA, QC, and UAT, utilizing MS Project.
  • Ensure services identified (above) have relevant technical and procedural controls implemented, to ensure maximum compliance with GDPR requirements, liaising with D&SS Divisional Information Security Officer and Chief Technology Office
  • Assist the Global Privacy Office in meeting GDPR compliance by assessing readiness and recommending and overseeing remediation for group companies based in Europe
  • Major responsibilities for the respective projects were PI planning, iteration planning, project schedule, projects costs, budget, weekly/monthly status reports, project risks, change management, track milestones & target iteration/sprint timelines, status reports, dashboard reports, management metrics reports - Velocity, Burndown chart, capacity planning, KRI’s, KPI’s, RAID log analysis, Revenue, Forecast, Budget analysis, Team health analysis, RACI metrics, SWOT, Adoption metrics, tracebility matrix.
  • Managed & Handled the project from project initiation to till project closure.
  • Assisted the teams in creating strategies for data visualization - using tableau and accessibility. Conducted assessment and identified changes necessary for improvement.
  • Prepared agenda, built event goal, and provided coaching and guidance to the team with focus on the goal.
  • Provided coaching and guidance to the team on planning next Sprint/Iteration. Helped the team in understanding the process and concepts of Sprint Demo, Sprint Review, and Sprint Retrospectives.
  • Initiated, designed, and managed the compilation of project communications; identifying outreach potential, and promoting philanthropic and collaborative support of the project.
  • Developed project plans and associated schedules with integrated activities from the internal Core Team, internal R&D
  • Team, internal Test Team, and the external partners performing digital DevOps functions.
  • Led development of a suite of mobile apps providing bank customers with the ability to complete fast, secure transactions (e.g., account-to-account withdrawals, ACH/Wire transfers, deposits and payments) as well as balance inquiries via mobile devices.
  • Lead teams of 50+ DevOps, engineering, product, design and marketing professionals in all phases of custom product solutions delivery (from requirements gathering through build, test phases, QA, launch and support) for banking and financial services clients.
  • Managed concept-to-launch of commercial banking front-end solution enabling real-time monitoring of online customer transactions. Top-selling product has generated $15M+ since its launch.
  • Completed development and global market launch of cutting-edge SaaS solution for payment activity, accelerating average transaction-processing time from 24 hours to less than one minute.
  • Ensured products met or exceeded client expectations. Excelled at gathering feedback and requirements; communicating needed changes to development team; and overseeing seamless, high-quality rollouts to on-time and on-budget conclusion.
  • Six Sigma method in project was proposed so that projects are conducted under the quadruple constraints of scope, time, cost, and quality, and shows the implications of applying the Six Sigma method in each of these four areas.
  • Developed a deep understanding of the business objectives of internal and external stakeholders; evangelized the product vision and built trust by maintaining an accurate and achievable roadmap.
  • Developed and executed strategy for cloud/virtualization migration and implementation best practices for cloud cybersecurity visualization systems.
  • Worked on process improvements and implementation of new methodologies for software development and project management. Migration of Remedy report to Tableau.
  • Was actively involved in Development of project plans, UAT test plans, production deployment plans, costing and budgeting plans using MS project, MS excel, JIRA, Planview and Salesforce

Confidential, Florida, Texas

Project Change Manager

Responsibilities:

  • Maintained and implemented corporate-wide technical vision set forth by chief executives when assisting the Director of Confidential
  • Led research and development including: project management, technology planning, cost analysis, prototyping, infrastructure impact analysis, resource allocation, growth planning and vendor relationship management under the guidance and mentorship of the Director of Verizon.
  • Established company’s Enterprise IT steering committee for each of the divisions - Single Stack Program, Verizon Operations, and Verizon Telecom.
  • Assisted the Chief Architect and development manager of company’s first enterprise-wide intranet portal
  • Assisted and supported the management of projects of various sizes; estimated resource requirements, completion dates, critical path milestones, monitored progress against plan and providing weekly status reports to Vice President.
  • Significantly expedited daily business productivity as well as accuracy and organization as champion of major consolidation of multiple applications running concurrently for same function such as Order Entry (five systems), Provisioning of Circuits (seven systems), Layer 3 provisioning (two systems), and Billing (11 systems) resulting from countless mergers and acquisitions.
  • Scrutinized organizational processes and control structures to identify opportunities for simplification, eliminate duplication of efforts, and effectively balance risk and control.
  • Compiled status reports, modified schedules as required, and reported to senior management.
  • SAFE Agile Product Owner & Release Management Role: Facilitated program events, including PI Planning, ART Retrospectives, Scrum of Scrums, Liaison for the Release Management functions, facilitated processes and program execution, escalates impediments, manages risk, captures recurring metrics, drives program-level continuous improvement, Ensured agile practices are current, coached and practiced across the ART, ensured Client Reviews/Demos are being held during solution construction. Contribute to Value Stream Status report by PI/Release for Executive Management and Release Management
  • Well knowledged to provide guidance to the business on Data Protection /GDPR requirements and helping the business translate what it means for them as well as providing advice on how to comply with the requirements. Efficient to conduct technical network discussions and relay relevant information to stakeholder.
  • Responsible for coordinating with Stakeholders within both Confidential (OSI) and Department of Technology to align with agile practices, product discovery and delivery.
  • Analyzed and advised on operational metrics to maximize team efficiency and balance workloads. Influenced the development and maturity of enterprise-wide, business driven Information Management practices.
  • Championed Change Management process to Encourage innovation and process improvement, Educate, mentor, promote and advocate for business-driven Information Management practice ownership and maturity. Collaborated with IT peers and superiors to define process improvement initiatives.
  • Coaching, encouraging, and mentoring organizations to inspire transformational change
  • Act as a change agent within the Lean-Agile transformation, coach leaders, product owners, teams and scrum masters with new processes.
  • Supported and guided teams to create clear and compelling product visions, then work to assist in delivering their sprint goals.
  • Created Agile materials that educate, delight, and inspire audiences. Train new and experienced teams. Encourage teams to experiment & embrace change.
  • Conducted team and organization assessments on Agile processes & programs. Offer recommendations, along with comprehensive, as needed
  • Introduced engineering practices, e.g. ATDD, TDD, CI/CD, Automated Testing, etc.
  • Responsible for establishing and contributing to Agile community of practice
  • Participated in short-term and long-term planning sessions with the clients business stakeholders to implement process improvement within assigned areas related to Requirements Center of Excellence.
  • Reviewed test plans and monitors the testing process with the Test Lead to ensure that business results were adequately tested with minimal risk
  • Developed Service Level Agreements (SLA). Assisted in the selection of vendors for clients in accordance with IT standards and specifications as required
  • Investigated, resolved and escalated problems. Monitored and analyzed metrics to ensure customer satisfaction
  • Promoted an understanding of IT roles, processes and activities to the business teams. Supported and participated in the formal reporting of project status. Managed customers’ expectations.

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