SUMMARY

• Result - oriented, Enthusiastic, and Focused professional wif over 10 years of experience contributing to business performance wif extensive noledge of Project Management tactics and techniques as well as Information Technology.
• During my tenure wif Fortune 100 Companies, I successfully managed various development projects on time, wifin budget, and to specifications. I have gained a strong background in System Integration and Application Development throughout the various project lifecycle in a variety of industries such as mortgage, pharmaceutical, and customer electronics. I have gained outstanding experience wif Software, Hardware, Network; as well as being an expert in agile and waterfall project management methodologies and demonstrated excellence in leading cross-functional global teams to deliver on project commitments.
• Proven ability to identify risk, align stakeholders, establish governance and determine improvement opportunities across multiple business portfolios. Working wif multiple internal departments including current client Services, Marketing, Training, Support Team, Software Engineers, Operations, Finance, Sales, QA Team, and executives, as well as building strong relationships wif external clients, has given me the opportunity to fine-tune my communication skills, time-management, leadership, strong presentation and organizational skills all while working under tight deadlines in a fast paced environment.

TECHNICAL SKILLS

• Project Software JIRA Confluence MS Project MS Visio MS Excel
• Business Software & applications: MS Office MS Outlook Powerpoint Adobe Acrobat
• MS Communicator OCS Calendar OCS live meeting Lync Office 360 WhitePages Dashoboard
• Google Calendar Google slides Google Forms/Sheets/Docs Gmail Lotus Notes QuickBooks 2000
• Esetup InterAct InterPort IREP Airwatch Prolifiq Strong Authentication BIRT T&E Workday
• SuccessFactors SAP Ariba CATW Elearning Outage Board Timecard Password Management
• Sharepoint Vitalize Remedy Plateau EKMS Citrix AS400 Mainframe Mercury
• Active Directory Dirtools Metatools Crystal Reports Eportal Concur Identity Registration tools
• Operating Systems: Windows Vista Windows Novell Windows NT Macintosh
• Internet: HTTP TCP/IP HTML Modem connections
• Computer Networks: LAN WAN DNS Routers Remote Access PC Anywhere VPN
• Programming: Database Visual Basic C + + Java SQL Server 2008 R2 MS SQL 2012 - 14

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Responsible for driving projects toward completion ensuring the realization of the intended value from our client’s methodologies and PPM tools, and providing standardized, quality assured information to our clients so that the data driven decisions can be made to effectively manage their portfolio of projects
• Led multiple projects as converting from Legacy Mainframe systems to web-based application as well as data repository cleanups, and testing applications on mobile and desktops
• Developed project milestones and deliverables, Projects’ Management Plans, Schedules, Weekly Status Reports
• Identified, reported and mitigated risks to ensure ability to achieve expected outcomes, on time and on budget
• Managed the day-to-day operational and tactical aspects of multiple projects; Initiated meetings between IT/Training/Marketing/analysis teams, prepared agendas and meeting minutes, followed up on action items
• Led management of change planning and communications related to the portfolio in accordance to work plans and communicated the development progress, risks to plans, and overall project status to Senior Management

Confidential

Project Manager in Marketing Research & Database

Responsibilities:

• Gather business requirements from Market Research and communicate requirements to Marketing Database developers. As a result, efficient processes were created to remove obstacles during development and achieve milestone target dates.
• Track daily progress against milestone timelines, build and delegate work plans and communicate the development progress, identify risks to plans, and overall project status to Senior Management.
• Manage Marketing Database milestones, review risks and resource allocation, and distribute progress reports.
• Lead Market research projects wif responsibilities including defining project scope, objectives, and resource allocations. Project includes moving Member Satisfaction Index survey process from Business Intelligence to Marketing Database to improve sampling protocol, enhance questionnaires, and create detailed documentation.

Confidential

Project Manager

Responsibilities:

• Focused on execution wif velocity and oversight over the organization’s technology initiatives, lead the development, project management, and system deployments in both the Wireless and Insurance Telematics Industry for multiple well-non insurance companies and clients.
• CoachedtheteamandorganizationonhowtouseAgile/Scrumpracticesandvaluestoimproveproductivity.
• PerformedeffectiveAgileSprintceremonies,includingleadingdailystandups,reviews,retrospectivesand sprintplanning; while setting clear expectations and goals for project teams.
• Supported the engineering teams in the delivery of solutions while managing the scope, schedule, and resources
• Tracked daily progress against timeline, milestones and sprint deadlines; Built and delegated overall project engagement work plans, and communicated progress to account executives.
• Developed detailed plans and managed the implementation processes, the progress tracking, and testing, documenting, training, and on-time delivery wifin our budget constraints.
• Supported development and software Quality Assurance to ensure optimal progress wif the development builds and features for proper integration into existing systems and product stability for end users.
• Created SOP, charts, descriptive Versions’ Releases, and Confluence descriptive features documentation for product demos and mobile applications
• Planned updates and changes responding to support orders and concerns or change requests from our insured clients, while reviewing daily updates on our FTP servers, and checking API calls and reporting issues.
• Managed multiple projects such as; software development projects, Mac and Windows Migration, IOS and Android App projects.

Confidential

IT Project Manager

Responsibilities:

• Acted as liaison between our BMS project team in Canada, system engineers, Internal Technical Team, and IT Product Manager during the full lifecycle of the Veeva project: planning, development, testing and user acceptance in order to deploy systems customized to Canadian region.
• Communicated overall project status to PMO and facilitated discussion, encouraged decision making and conflict resolution wif the operations team.
• Identifiedproblems/blockersinoperationalprocessesandworkedwifleadershipandteammemberstoremediateimpediments.
• Attended weekly meetings and provided insight on project requirements, deadlines, and metrics.
• Identified and documented project issues and risks in information technology (IT) project plans and escalated to leadership team and senior management in order to help their decision making
• Travelled to Canada to participate in the launch, deployment, and training for the new applications on end-users’ new IPads; interacted wif IT project team to install, push and upgrade BMS applications as well as deploying security protocols, profiles, passwords & privileges.
• Trained helpdesk analysts and composed written documentation for support of administration software including step by step operational procedures
• Known as the “Expert”, trained and responded to end-users’ questions and concerns about the installation and operations of the new applications
• Acted as liaison between both our BMS service desks in Morocco/Canada/USA regions and Project manager
• Prepared and documented operational procedures and technical guidelines.
• Translated all phone prompts for Sales, Desktop Support, Scientific applications, and SAP helpdesks to French and to Arabic menus.
• Verified all System needs and prompts are accurately recorded and in their correct orders for during hours and after hours business operations.
• Performed monthly tests for all lines and responded quickly to any critical data loss following security protocols

Technical Solutions Analyst III

Confidential

Responsibilities:

• Provided world-class customer service support to our 26,000 BMS clients; initiating proactive follow-up calls/emails to ensure customer satisfaction and complete issue resolution
• Resolved issues relating to various operating systems, computer hardware, computer software, applications, remote connectivity, networking, telephony, local and network level multifunction printers, blackberry, IPad, IPhone, Internet, Audio/Video conference units wif performance scores of 94-96% first call resolution.
• Created a comprehensive training curriculum documented in EKMS; Conducted training for our Global HP Service desk analysts located in 7 Service Desks in 4 regions.
• Managed as Second Tier Analyst SMPP requests escalated to 2nd level buckets for multiple applications
• Managed as Systems Administrator all settings to Esetup and Elearning applications; granting/removing privileges, adding/removing locations or facilities, merging user’s accounts, overviewing Esetup requests from submission, workflow, provisioning. Also Set up administrative passwords and active directory permissions.
• Answered all customers questions for issues in SAP purchasing and accounting system
• Resolved problems for T&E, Ariba, SAP applications, GOA privileges, accounts, & passwords
• Assisted scientific users solving their problems wif Trace, Impact, Clinsight, ESF, ELN