SUMMARY:

• Project Manager with extensive experience in delivering business solutions in Secondary Mortgage, Financial Services and Telecom domains.
• Extensive experience in developing strong relationships and working with various high level management and business organizations.
• Expertise in Business Operations, Team Management, Risk Management, Vendor Management, Client Relationships, Strategic Planning, Budgeting and Accounting.
• Support network planning and provisioning using Business Support Systems (BSS) and Operational Support Systems ( Confidential )
• Leverage business acumen, knowledge and expertise to develop and execute strategic sourcing plans and agreements aligned to corporate strategy and goals.
• Problem resolution, team building, motivation, communication, negotiation, risk mitigation and building vendor and interpersonal relationships.
• Process re - engineering, developing support programs and building rapport and trust with clients.

EXPERTISE AREA:

• Project Scoping
• Planning
• Estimating
• Scheduling
• Budgeting/Costing
• Team Management
• Customer Service
• Agile & Waterfall
• Requirements Gathering
• Coordination
• Risk Analysis
• Presentation and Meeting

TECHNICAL SKILLS:

• ITIL V3
• CMDB UI
• SharePoint
• Avaya CMS Server
• MS VISIO
• VNC Client
• BMC Remedy Suite
• Crystal Reports
• Lotus Notes Client
• MS Project
• Word, Excel, Outlook
• RM Tool
• Remote Admin
• NICE Perform Tools
• Agile / Scrum
• Jira / Confluence
• EEPM Budget Tool
• Rally (Kanban)

PROFESSIONAL EXPERIENCE:

Confidential, Reston, Virginia

Project Manager

Responsibilities:

• Experience in managing and mentoring Project Managers and Analysts to ensure consistent application of project management methodology and SDLC processes and standards across IT projects.
• Developed a SharePoint and MS Access database to maintain a resource management repository for 400+ resources to manage capacity Testing, Software Configuration Management, and Release Management, in the Resource Management (RM) tool and a $18M budget
• Provide creative alternatives and recommendations to reduce costs and improve financial performance.
• Track and determine financial status by analyzing actual results in comparison with forecast.
• Created status reports, financial reporting, risks & issues.
• Investigate and report to the Manager any inconsistencies or improprieties.
• Prepare financial reports, charts, tables and other exhibits as requested.
• Responsible for performing special projects to improve process efficiency and performance Projects as assigned by Management.
• Provide timely, relevant and accurate reporting & analysis of the results of the division’s performance against historical, budgeted, forecasted and strategic planning results to facilitate decision - main toward the achievements of the budget and strategic plan.
• Identify non-value added process within the departments and seeks solution.
• Developed and executed activities related to end-to-end project management, for AGILE /WATERFALL projects, including project plans and estimates, scoping and requirements through implementation and deployment.
• Proactively monitor, manage and report on execution of deliverables. Responsible for owning and managing development projects through the SDLC, with weekly reporting to Director/VP-level.
• Excellent ability to manage projects under tight deadlines, including managing offshore teams as well as 3rd party solution providers and implementation partners.
• Prepared and led meeting between departments. Reporting developments to Project Manager using spreadsheet reports.
• Tracked, communicated, resolved, and enhanced ongoing management and reporting to meet vendor governance requirements and operational activities with HP/Hexaware and FDM, Test Managers.

Confidential, Gaithersburg, Maryland

Project Manager

Responsibilities:

• Planned and scheduled projects for business groups using targeted release dates based on applications impacted.
• Worked with Amdocs Confidential which helped streamline and automate operational processes, bringing CAPEX and OPEX benefits as well as helped in faster network rollout.
• Collaborated and validated with various specialists on the project approach after working with business on requirements.
• Participated in Design, Development & Quality Assurance for the assigned projects; documented project planning decisions; communicated and provided status updates to stakeholders.
• Attend client meetings and assist with determination of projects requirements.
• Act as a further escalation point of the supervisors(s).Automate and streamline processes.
• Prepare project organization and communication charts.
• Maintain Contract Execution Tracking Logs.
• Handling CAB meeting with senior level Service Management team.
• Track and Manage contemplated change notices and change order in the database.
• Ensure client’s needs are met in a timely and cost effective manner.
• Prepare substantial completion certificate and ensure all required project close out documents are obtained.

Confidential

Project Manager

Responsibilities:

• Compiled and analyzed complex data regarding automated clearing house accounts, loan servicing, and customer accounting to help insurance industry client to recognize patterns, trends, and relationships in operational information.
• In-depth knowledge of Incident, Change, Problem and Configuration teams containing key ITIL measurements.
• Manage the overall DESK ACTIVITIES, including the supervisors.
• Act as a further escalation point of the supervisors(s).
• Take on a wider customer service role.
• Report to Project Manager on any issues that could significantly impact the business.
• Attend Change Advisory Board meetings.
• Representing statistics and management reports.
• Arranging staff training and awareness sessions.
• Liaising with senior management.
• Liaising with Change management.
• Assisting Analysts in providing first line support when workloads.
• Take overall responsibility for incident management and request fulfillment on the service desk.
• Partnered with EMEA Account Managers to understand and document client requirements; created high and low level use cases; worked with Project Manager to prepare Business Requirements Document (BRD) and System Requirements Document (SRD).
• Directed 3-member team to provide key operational deliverables, including 10 daily, weekly, monthly and adhoc reports that contained meaningful, actionable information.
• Analysed SLA parameters, resolution and response statistics, backlog metrics, and daily account performance reports to ensure consistency, completeness, and timeliness of reports.
• Prepared burn out charts, estimated project timelines, managed risk, conducted joint application design (JAD) sessions, and collaborated with developers, systems analysts, and testers to allocate resources; maintained project portal; issued tracking logs and weekly Clarity updates.
• Planned and coordinated department training.
• Served as project lead to assess and understand performance concerns in all service lines; identified gaps and recommended improvement plan to communicate current state and desired future state to management and quality teams.
• Centralized and automated reports from multiple data sources which increased efficiency to 100%.

Confidential, Draper, Utah

MIS Senior Executive

Responsibilities:

• Coordinated activities of 6-member team to prepare, analyze, and deliver daily, weekly, and monthly internal and client reports, maintaining 100% accuracy and timeliness.
• Extracted qualitative and quantitative data to evaluate project progress and team performance.
• Tailored reports to meet client’s evolving requirements.
• Tracked and validated weekly revenue reports; participated in client calls with project manager.
• Prepared billing, monthly management review, and modular schedule reports.
• Monitored call queue, initiated corrective actions, provided team with operational training, and resolved team-specific IT and HR issues.
• Supported diverse projects for clients including Magellan GPS, Vonage, Netgear, Real Network, Cisco, and WebEx.
• Evaluated call quality against client specifications; ranked and rewarded agents for excellent performance; improved overall quality to 70%.
• Hand-selected high-performing agents to form escalations team; utilized escalation team statistics and feedback to develop training for call agents.
• Defined and implemented key performance indicators for technical support team; increased problem resolution efficiency to 100%.
• Compiled and analyzed customer feedback to identify training needs.
• Led project to develop headcount projection methodology; analyzed client’s requirements and call volume by shift to determine work volume; ensured compliance through accurate staff forecasting.