Summary

• Performed numerous roles as an Information Technology IT Professional with industry experience since 1995. The positions range from Communication and Project Analyst, Project Coordinator, Technical Writer, Business Analyst, Project Manager and Quality Assurance Test Engineer, Senior Process Manager to Training and Development Manager.
• Proven background using formal IBM, Oracle, Six-Sigma, GAD QMS, SDP 21, APEX CPM2 Methodologies to create new products and services, while producing successful deliverables and meeting aggressive deadlines.
• Experienced in the financial, automotive, utility, insurance, telecommunication and restaurant industries.
• Very productive, outstanding self-management, dedicated, outstanding written and verbal communication, planning and organizational skills as well as team-building, coaching, mentoring and leadership skills. Comfortable communicating with clients, executives and business partners.
• Ability to understand and articulate the customers' technical requirements and translate their requirements into technical documentation.

TECHNICAL SKILLS

• Software/Tools: Microsoft Office- Word, Excel, PowerPoint, Outlook, Access, Visio, Project MSPS MS Project Terminal Server , MSP, Rational Portfolio Manager tool, SharePoint TeamRoom , SAP, Ariba Purchase Requisition and Purchase Order application , CA Clarity PPM project tool, interfaced with MS Project , Pulse Intranet
• Other Tools- Snag It, Snip It, Camtasia, Captivate, SubVersion, PreSage, StarTeam, Workbench, Mercury Test Tools WinRunner, LoadRunner iGrafx Process,2000 Informix Application Tools Netscape Navigator, Internet Explorer Lotus SmartSuite WordPerfect Enterprise Manager DTS Data Transformation Services TSO File Aid FTP FileTransfer Process GIRS Global Incident Reporting System Trackwise
• Communications: ProComm, P Term, Mimic, NetMeeting, WebEx, InterCall
• Hardware: 3270 Application, AS/400, IBM POS System Languages: SQL- Informix, VI Editor, HTML
• Operating Systems: Windows 3.1, 95, 98, NT, 2000, ME, XP, Vista, and 7 UNIX Macintosh REAL/32 DOS

PROFESSIONAL EXPERIENCE

Confidential

PMO Communication/ Project Analyst

• Manage the execution of communications plans for the IT Infrastructure Improvement ITII Program.
• Responsible for the weekly ITII Program Health Metrics following the Common Program Management Methodology CPM2 including scorecard summary reports, progress charts, internal and external dependencies, 4 Boxer metrics, issues and risks.
• Educate and support project teams on the use of CPM2 templates, processes and standards.
• Mentor Project and Program Managers in all phases of project management, including, development and maintenance of detailed project schedules WBS, tracking milestones and deliverables , impact analysis of changes or delays, ensuring financial forecasts are aligned with project schedules.
• Review ITII program scorecards to analyze program/project health, and coach Project Managers to implement corrective actions to meet program objectives.
• Responsible for maintaining all new and existing ITII program technical documentation, maintaining/refining the SharePoint site.
• Create and manage various types of end user communications i.e. emails, web pages, SharePoint sites, brochures, user guides .
• Design, develop and oversee deployment of critical program messages and celebrations of success.
• Designed and facilitate the ITII Orientation for program and business managers, creating online user materials, schedules and different delivery methods to accommodate global audiences instructor-led, WebEx and Audio, online .
• Developed ITII demonstration models, tri-fold brochures, reference materials and visual aids for the IT Global Summit to broaden skills and knowledge, awareness and networking for employees.
• Develop and maintain ITII Program SharePoint site as Site Administrator.

Confidential

Senior Process Manager Technical Writer

• Responsible for maintaining Purchase Requisitions, Purchase Orders, Request for Proposals for all Basel II Program new hires, terminations and resource extensions with the top tier vendors.
• Utilized the Ariba application to set-up, initiate, maintain status of Purchase Requisitions and Orders, invoice against the orders, finalize and put the requisitions to closure.
• Worked directly with the vendors to keep all contracts and requisition data in order for all project work.
• Managed and maintained resource allocations for the program and generated monthly reports.
• Created, maintained and facilitated the Basel II New Hire Orientation process, user materials and training sessions.
• Coached Project Managers on different practices, using the Waterfall or Agile models in software development.
• Evaluated existing processes and developed recommendations for improvement to management.
• Responsible for the Basel II Program Change Control Process. Maintained the change requests, results, program
• log and facilitated the executive meeting on a weekly basis.
• Maintained and modified new and existing technical manuals, such as Standard Operating Procedures SOP , Quick Reference Guides and online web-based documents for all key Basel II processes.
• Delivered and trained on standardized Best Practices and process improvement solutions to the Basel II Program team.
• Administered and maintained the TeamRoom SharePoint application for the Risk Management Basel II Program.
• Managed all key decisions and facilitated to the executive team, potentially going in front of the Steering Committee.
• Created, maintained and facilitated the Basel II New Hire Orientation process, user materials and training sessions.
• Formulated and maintained technical Quick Tips, How-to Guides and Instruction Manuals.
• Responsible for the program document repository and version control SubVersion .
• Coached and mentored Project Managers and Workstream Leads on new processes, program changes and managing key deliverables i.e. Project Charters, Business Cases .

Confidential

PMO Project Management Office Analyst

• Served as a resource to Project Managers and Workstream Leads to educate and assist with implementing
• project management processes and making improvement/ changes.
• Coached and mentored the Risk Management Basel II Project Managers in establishing and maintaining project
• plans in the CA Clarity PPM tool and MS Project.
• Facilitated weekly working sessions with each of the Project Managers.
• Compiled metrics for the IT projects, ensuring the program and project goals were being met.
• Tracked, monitored and provided support to the project teams on their productivity and adherence to defined processes.
• Monitored progress of projects against schedule, communicating progress and issues as appropriate.
• Coached Workstream Leads and Project Managers on process improvement strategies, GMAC's methodology
• SDP 21 and APEX , ensuring quality and service on deliverables as well as meeting scope and financial objectives.
• Ensured risks, issues, decisions and status were managed on programs and projects.
• Mentored Project Managers in using the document repository and version control software SubVersion .
• Assisted in financial management with tracking spend and producing variances analysis.
• Assisted Project Managers on quality checks and accuracy of project status reports.
• Responsible for project and program communications.
• Completed regular quality reviews Process Assessments .
• Responsible for ensuring the Project Managers follow the Basel II and Enterprise change control process.
• and policies were implemented.
• Mentored Project Managers on Governance and Reporting, ensuring Corporate and Project Governance processes

Confidential

Project Coordinator Technical Writer

• Responsible for creating new work plans in MSP Microsoft Project Server , utilizing the QR Compliance
• Verification process as well as maintaining tasks, resources and time for existing work plans in MSP.
• Responsible for updating the Project Dashboard Report, ensuring all financials, dates, issues and risks were accurate.
• Maintained and stored all pertinent information and documentation in SharePoint for all projects.
• Responsible for ensuring the NASCO Claims projects were kept current with resource allocations via the RPM
• Rational Portfolio Manager Project Management Tool and monitored project budgets.
• Facilitated Business Readiness Meetings and maintained the Business Impact Assessment document.
• Attended Delivery Lead meetings and documented meeting action items and minutes.
• Created and maintained user documentation for the Project Managers.
• Coached and mentored the Project Managers in establishing and maintaining project plans. During each phase,maintained and closed project milestones.
• Documented all open issues, risks, lessons learned and change requests for the Project Managers and tracked to closure.
• Facilitated working sessions with each of the Project Managers.
• Processed CSR Customer Service Requests for all projects, adhering to BCBSM policies, procedures and methodologies.
• Developed Resource Transition Plans.
• Worked with Corporate Project Services CPS online reporting on a daily basis i.e. monitored Master Schedule .

Confidential

Project Analyst- Assigned

• Lead Project Planning, Scheduling and Monitoring activities for two medium to large projects.
• Responsible for Weekly Client Status Reports, 4 Up Reports, Project Tracking Reports, MSPS Schedules.
• Maintained SharePoint to store all project related documents.
• Responsible for bi-weekly PreSage Assessments and monthly PreSage Metrics for both projects.
• Developed Project Plans and managed service solutions to meet customer business needs, following the SDP Methodology.
• Worked with the Program Management Office PMO to implement standard GAD QMS development processes
• and procedures to execute deliverables.
• Facilitated meetings with internal EDS resources as well as OnStar and other suppliers involved in the projects.
• Worked closely with outside suppliers Compuware, AT T, and Verizon .
• Responsible for the follow-up and documentation of all action items and meeting notes from project meetings.
• Documented all open issues, risks, lessons learned, change requests and corrective actions in the StarTeam application.
• Collected and tracked actual resource hours via SAP EDS' Time Management tool for management.

Project Analyst

• Developed Microsoft Project schedules from a core template for the client, GMAC.
• Facilitated working sessions with each of the work stream Technical Leads and Business Subject Matter
• Expert's SME's , drilling down resources, tasks, work hours and allocations.
• Aligned the schedules to the overall project timeline, including outside vendors and linked the work stream
• tasks and resources throughout the schedules.
• Assisted with the project global staffing plan and leveled resources by month, work hours and individual tasks.
• Maintained the schedules as the staffing plan and estimations were re-evaluated throughout the Analyze, Define and Plan phases.

Project Analyst

• Assisted the Project Team Leader with scheduling all project work.
• Maintained detail project schedule s in MS Project Terminal Server MSPS .
• Monitored under and over allocations for all resources and worked with the Project Managers to level hours.
• Developed team status report procedures and adjusted process as needed.
• Gathered team member information and progressed schedules on a weekly basis.
• Ensured project standards and procedures were followed, using GAD QMS and SDP methodology practices.
• Reported progress on tasks to the Project Managers and communicated any issues, concerns, or problems and escalated, if needed.
• Ensured project resources tracked their time by close of business Friday and worked with the Time Administrator's
• to release time and responsible for approving and rejecting resource time.
• Responsible for uploading individuals vacation schedules to MSPS and conducted impact analysis to ensure the request did not negatively impact the project. Maintained changes to the Global Enterprise Resource Pool as resources were added or left the project.

Confidential

Senior Project Manager

• Managed a staff of employees to handle all Call Center and Emergency Road Service ERS related projects
• across the ACG footprint.
• Successfully managed the migration from eight 8 Call Centers to three 3 Call Centers.
• Partnered with business and IT personnel for projects involving Insurance, Claims, Travel, Membership and ERS.
• Developed integrated, detailed work plans, managing deliverables from start to finish.
• Assessed, developed and implemented business processes for the Call Center and ERS, improving member satisfaction.
• Project Manager for Business
• Setup a governance board for Auto Club Group ACG wide projects.
• Defined appropriate technology to drive the Program Management Office PMO goals, specific resource
• pool, training, manuals and documentation.
• Managed the Club PMO and the Idea Evaluation Process for all Club projects related to the ACG 2005-2006 Budget.
• Analyzed the Idea Generation Forms IGF's for ROI, completeness and approvals.
• Overall process management of documents, budget meetings, updates and resources.
• Handled document production and communication with key ACG Finance and other department personnel to support the budget process.
• Communicated the IGF project status with ACG Senior Leadership on a monthly basis.
• Provided feedback for improvement on the IGF process. Developed a training module to train ACG personnel on the Idea Evaluation Process.
• Project Lead for the Common Membership/Payment Process System CM/PPS
• Responsible for the project plan, managing the time frames, resource allocations and dependencies.
• Assisted with troubleshooting, working through issues and providing insight for the CM/PPS project team.
• Responsible for on-going communication with key ACG stakeholders.

Confidential

Business Analyst- Assigned

• Fulfilled all necessary financial record keeping records/ processes for SarbanesOxley SOX Act for the
• Auto Wholesale Systems Department.
• Responsible for the fulfilling the requirements in collecting all control mechanisms and documentation to validate
• accuracy of all financial reporting processes, primarily driven by IT systems.
• Created Monthly Securitization Reports by executing SQL Server Database and Enterprise Manager tools Reports include Vehicle Eligibility for Trust, Dealer Removal and Investor Report Reconciliation .
• Responsible for analyzing data, troubleshooting discrepancies/ issues and reporting on a monthly basis.
• Position entailed working with many Ford Business Partners and outside vendors i.e. POLK .
• Responsible for creating Portfolio and Audit Files by TSO/ Mainframe and Personal Communication 3270 emulator.
• Use of Utility Functions, Datasets, File Aid, FTP.
• Developed Use Cases for the 1307 Project new Securitization System .
• Responsible for Helpdesk, Planning and Support and Documentation for the VENIS Vehicle E-nabled Inspection System
• application, support for Ford Dealer base.
• Supported the Wholesale Clerks, Auditors, and Supervisors on the 3-tier architecture, consisting of Corporate Server,
• Mobile Server laptop and PDA Device.
• Responsible for creating and maintaining incident tickets within the Global Incident Reporting System GIRS .
• Both over the phone and in person support on a daily basis. Working relationship with Command Center and Web Logic group.
• Created and produced user documentation and the VENIS Wholesale Audit Operational Metrics for the VENIS on the Web website.

Confidential

Business Process Engineer

• Responsible for documenting and designing business processes, aligning all agent channels Call Center
• Agents, Captive Agents and AAA Independent Agents to access AAA applications and content material on the new Portal via the Internet.
• Gathered and identified Functional and Non-Functional requirements.
• Created Use Cases, User Interface Storyboards and screen prototypes.
• Identified, documented, analyzed and resolved business issues.
• Developed current business processes and workflows for all agent channels as well as the Process flow for publishing content on the Portal.
• Participated in working sessions to define future workflows and developed future processes and workflows.
• Assisted in implementing an organizational structure model within AAA.
• E-Commerce Business Analyst- Assigned to AAA Michigan
• Worked on the TC3 Total Customer Care and Commitment Productivity Improvement projects.
• Facilitated end user sessions for the As Is processes and for the To Be state processes.
• Documented business processes and developed screen prototypes for the future web-based application s to model.
• Developed high and low level business requirements for the Michigan Auto New Business project.
• Conducted Use Case sessions with end users and created Business Use Cases for the Michigan Auto New Business project.

Confidential

eMetrics Analyst

• Responsible for using Six-Sigma methodology to improve productivity and profitability- DMAIC- Define,
• Measure, Analyze, Improve, Control .
• Published eMetrics B2C Summary and Executive Summary as well as eMetrics Brand Specific Drill Downs.
• Gathered data to support the Top Ten eMetrics executive overview monthly.
• Responsible for running queries in the Digex/ WSUR system for B2C web sites.
• Responsible for the data collection and coordination for brand data not hosted on Digex.
• Entered all data into the monthly B2C Summary, B2C Executive and 12 Brand Drill Down spreadsheets.
• Responsible for the data coordination and consistency between all 45 types of data sources.
• Validated, analyzed and summarized the monthly data reported to the Executive Committee and Wall Street.
• Responsible for mapping data sources for all brands.
• Researched methods and tools to automate the Monthly eMetrics.
• Responsible for aligning global eMetric reporting for ConsumerConnect.

Quality Assurance Test Engineer- Assigned

Confidential

• Responsible for following Ford's defect prevention and quality assurance process, working closely with each of Ford's Brand Manager's.
• Performed Technical Quality Reviews for each brand's web site.
• Conducted web defect reviews using Mercury Test Tools.

Confidential

QA/ Test Analyst

• Responsible for following a defect prevention and quality assurance process, working closely with Development,
• Requirement Writers, Project Managers and End Users.
• Responsible for all team members' deliverables on the UCS06 project.
• Facilitated Technical Reviews for data gathering and user approval.
• Developed and executed Test Plans, consisting of test cases, conditions and scripts for new web development,
• production support and Y2000 changes for College platform.
• Performed Unit, System, Integration and Acceptance testing using Informix application development tools and VI Editor.
• Documented defects using TrackWise.

Confidential

• Project Lead- Assigned to Customer2000 C2000 program at Detroit Edison DTE .
• Developed strategic plans for C2000 projects, managing the progress of tasks, resources and performance.
• Responsible for hiring and managing Curriculum Developers for C2000 projects.
• Led and directed C2000 training team to develop training materials and programs for Credit, Collection and Recovery Management System CCRMS project.
• Performed Training/User Needs Assessments and developed Competency Models for CCRMS project.
• Authored, edited and developed instructional design, job aids and reference guides based on technical walk-through
• sessions, company policies and procedures and users' job roles.
• Developed instructional design by working directly with technology partners IBM, Oracle, Ontario Systems Inc.

Senior Consultant

• Worked directly with Developers and Project Leaders, documenting business requirements to create training
• materials for end-users and management.
• Designed reference materials and on-line help by job shadowing system users and developers.
• Developed and facilitated instructor-led and on-the-job training for C2000- Safety, Trouble and Outage Recovery
• Management STORM project, training over 200 users.
• Worked in team environments using custom training methodology to develop models and training curriculums
• for all levels of users.
• Created and executed test cases and business scenarios for Unit, System, Integration and User Acceptance
• testing while implementing QA processes.