Project Manager Customer Service
Resume:
Mona Qureshi
Mississauga, Ontario
Tel: 905-***-****
Email: *********@*****.***
PROFESSIONAL PROFILE:
I am a highly experienced professional, who combines enthusiasm with a work ethic that delivers results with Speed, Simplicity and a
Winning Mindset. A Certified Business Analysis Professional, People/Project Manager and an information technology leader with over 15
years of experience in telecommunications and software development. I have extensive experience in wireless billing, software
implementations, process re-engineering, full project management lifecycle, quality assurance, business continuity and performance
management. I am dedicated to building and providing leadership to cross-functional teams to exceed corporate performance goals.
Strengths include: Soft Skills include (non exhaustive list)
• Project Management - Time Management
• Technology - Trustworthy relationships
• End to End System/Software Development Life Cycle (SDLC) - Passionate about my work. It’s contagious!
• Agile and Waterfall Methodologies - Superb Negotiation Skills
• Client and Vendor Relationships - Creativity
• Web applications - Competence and Agility
• Strategic Planning & ERP implementations - Analytical, fast thinker, Problem Solver
• Change Management - Results driven (according to organizations
• Leading cross-functional teams vision, mission & values)
• Process Engineering and improvements - Communications
• Incident and Problem Management
• Billing and Provisioning (Telecom)
• Operational & Production Readiness Testing
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Mona Qureshi
Mississauga, Ontario
L5N5X9
Tel: 905-***-****
Email: *********@*****.***
Ontario Telemedicine Network
Senior Project Manager - Innovation and I.T
Dec 2012 – June 2012
Responsible for backend application and server upgrades to ensure migration of legacy users to the new Personal
videoconferencing portal
Successfully completed the first phase of the implementation of PCVC (Personal Video Conferencing - Soft Launch)
Provide overall management leadership and oversight for all aspects of the projects, including managing scope, budget, time,
quality, requirements gathering, development of technical architecture, vendor selection, development of technology implementation
plans, risk assessment, software development, operations and implementation of the plans
Act as a key technical liaison to the broader project team and to OTN technical operations
Participate in Steering Committee meetings
Oversee the technical project staff and interface with OTN operations staff to ensure project related deliverables are met
Monitor project progress towards project milestones, deliverables and budget
Escalate issues appropriately
Collaborate with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability
and performance needs
Possess strong oral and written communications skills in order to clearly and effectively convey concepts, issues, reports, and other
deliverables to counterparts.
ROGERS COMMUNICATIONS
Development Manager- Win Online - Business Online Billing and Reporting
July 2011 – Oct 2012
Successfully delivered on time and within budget multiple projects which include the Government of Canada Billing and Reporting
Project as well multiple Agile Sprints for the enhancement of the Win Online Platform.
Actively worked with the Ecommerce and Middle tier web services teams to provide support to them with small business
customers that were directed through the Rogers.com portal to the Win Online portal through Single Sign on.
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Mona Qureshi
Mississauga, Ontario
L5N5X9
Tel: 905-***-****
Email: *********@*****.***
Managed the budget and provided Project status and financial and resource planning reports through SAP/Oracle for senior
leadership pertaining to the Win Online Enhancement projects, Maintenance releases and large waterfall projects
Extended expertise across multiple technical domains; awareness of risks associated with application development and potential
impacts; incorporating risk planning and mitigation.
Coached, managed and hired a team of 15 (FTE and Contract) Java and Oracle Database Developers, Production Support Staff,
Technical Leads, Project Leads and Business System Analysts working on Agile and Waterfall projects.
Worked with minimal supervision, while monitoring and executing a number of time critical activities in development and support
activities.
Contributed to defining time tables and project plans, analysis and high level estimates on feasibility, cost, time and compatibility
with hardware and other programs.
Leadership role for establishing, implementing and monitoring ‘best practices’ for technical development
Methodologies and tools as well ensuring expected application performance levels are achieved.
Responsible for successfully trouble shooting, executing and delivering the EDI (Machine to Machine) solution to several
corporate customers including HP, RIM, Jeld-WIN and National Bank.
Managed expectations and communicated with external outsourced vendors IBM, GXS and Sigma.
Managed and led production support activities and communicated resolutions efficiently and effectively to our internal business
partners and external corporate customers.
Collaborated on a weekly basis with the Rogers Wireless Billing Leadership team to ensure our billing SLA’s were met.
Provided weekly SLA based on predetermined KPI’s to the Senior Leadership team within the Business and I.T divisions.
Provided management support and mentoring to the functional team including one on ones, weekly team meetings
and yearly performance reviews. Also built and tracked development plans for all the resources.
Engaged and collaborated with IBM to ensure health check of our severs including maintenance, storage as well performance of
our applications (Business Self-Serve Web Portal, Rogers Business Direct Portal)
Communicated and set expectations with our business partners to ensure the needs and the SLA’s of our Top 100 Priority
accounts were met monthly. Customers included RIM, HP and the Government of Canada
Won the Customer First Choice award for the role and participation in the Canada Postal Strike Project.
Project Manager- I.T Billing Applications
Dec 2009 – June 2011
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Mona Qureshi
Mississauga, Ontario
L5N5X9
Tel: 905-***-****
Email: *********@*****.***
Responsible and accountable for the technical/systems analysis, design, development, unit testing, system integration testing,
implementation and support of wireless billing projects directed towards meeting strategic business and organizational objectives.
Established credibility, rapport and maintained ongoing communication with business and I.T stakeholders at multiple levels.
Managed the project schedule including the financials and forecasting budget to a +/- 10% confidence level.
Developed strategies to improve service delivery and overall efficiencies in I.T processes
Provided business consulting, knowledge expertise in strategic performance management methodologies, process assessment and
the efficient application of Rogers billing and reporting technologies.
Enhanced and fostered loyalty with our business partners by ensuring they fully utilize the value of our solutions and services
Led and coordinated tasks with third party outsourced vendors Amdocs, Accenture and IBM to ensure implementation of project
related tasks.
Provided leadership support and consultancy to Roger’s business unit by understanding their needs, converting them into feasible
solutions, building a business case, providing value additions to improve both business and I.T. process efficiency and
performance.
Senior Business Analyst – Rogers Home Phone I.T- Cable IT Provisioning.
June 2006- Nov 2009
Provided direction and co-coordinated System integration with Application Development Managers (Rogers and TCS off-shore) to
ensure the timely release of multiple Rogers Home Phone (RHP) projects including Third Party Billing for RHPc/RHPs customers
and Inside Wire loop.
Documented and managed requirements around new product initiatives and product/platform enhancements such as SOHO
(Small Office Home office), WLNP (Wireless Local Number Portability) and several process re-engineering projects to support
the Rogers Back office Billing Operations.
Created detailed documents and engaged senior leadership to get their sign off to ensure that the project met all timelines.
Developed and managed working relationships with cross-functional Rogers IT development staff and business stakeholders
Communicated and managed expectations with vendors TCS, Sigma and Siebel to help design and evaluate solutions for RHP projects.
Prepared high level I.T development and delivery cost estimates for New Product Introductions and Core functionality system enhancements
Supported and participated in design, development, testing and implementation activities for RHP (Rogers Home Phone)
Represented RHP Senior IT management (Rogers Home Phone) in cross functional team meetings and design sessions
Operational Readiness prime for the Business Transformation multimillion dollar project where responsibilities included the
following:
Mapping/documenting ITS processes and validation with stakeholders
Design training and training tool requirements with the Training Group
Developing Status Reports, establishing and managing issues and action logs and managing multiple
priorities
Led cross functional teams to develop, map and deliver ITS process/work flows into IGRAFIX based on
BPM (Business Process Methodology)
Single Point of Contact with ITS primes and BT Service Delivery primes to model and document SDLC
Methodology including COTS & GATING Processes
Maintaining and managing the Operational Readiness Project Plan
AMDOCS Canada (Previously Certen -Bell Mobility Account)
I.T Manager–Billing Integration Team
October 2001-June 2006
Single point of contact for the Bell Mobility Billing Operations and the Billing IS/IT Teams to improve CSM and Billing operations and
develop communication and action plans to mitigate the risks of new product introductions, system enhancements and process re-
engineering efforts.
Managed multiple Bell Mobility wireless projects as a single point of contact for Amdocs Ensemble billing platform.
Maintained day to day validation, trending, tracking and reporting of all traffic from the Wireless & Messaging switches through the
Amdocs Ensemble Message Processing System (MPS) performed by the Toll Operations Analyst team
Mentored and coached a team of up to 12 Billing Operations staff on site and in Pune, India
Participated in gathering requirements to input into BRD (Business Requirement Document), SRS (System Requirement
Specifications) & OID (Operational Impact Document), wrote Use Cases to define project scope to internal/external stakeholders
Facilitated and Participated in Bell Mobility Excite (JAD) sessions as SME, IA (Impact Assessment) sessions, DR(Dress Rehearsal),
UAT (User Acceptance Testing), ORT (Operational Readiness Testing) Deployment and Normalization activities
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Mona Qureshi
Mississauga, Ontario
L5N5X9
Tel: 905-***-****
Email: *********@*****.***
Interfaced and managed expectations with the Amdocs Development Teams, external Vendors (CGI and Kubra) and various BCH
lines of Business to develop and negotiate billing operation processes within the Amdocs Ensemble/Enabler System in the area of
Distribution (Print and Mail of Bell Mobility invoices) and Billing Operations
Successfully delivered on several Bell Canada/Bell Mobility billing projects including implementing solutions in compliance with SOX
(Sarbanes-Oxley) rules.
Involved in the development and execution of the software testing strategy, including test plans, test cases and confirmation of
expected test results
Integrated process changes into the existing framework
Executed project deliverables and tested from a Print and Mail perspective for the launch of NM1-R2 –Bell Mobility Project
Supported all critical post deployment processes, and training issues
Acquired Billing Operation’s acceptance of project delivery during Normalization
Group Telecom
Senior Business Systems Analyst -Service Performance
July 2000-August 2001
Engaged as a leading member of the New Service Introduction Project team in the successful launch of eBackup, Xdsl, World Wide
Toll, Local Resale (Western Canada), Direct Inward Dial, BGP-4, eCommerce, DNS/EMAIL/NEWS, Message Connect,
Teleconference Connect.
Responsible to ensure that Customer Service is “Business Ready” to provision, support and bill new services
Leadership role in managing a team of three junior analysts and three production support experts.
Improved existing process performance through analysis, experience and employee input in a coordinated project environment.
Captured provisioning requirements for new voice, data and application services and documented them into logical, efficient process,
procedure and job aids to ensure products and services are ready to be billed in billing system Billplex/Icars.
Ability to complete accurate impact assessment in relation to new service business plans based on creative technical or subject
matter expertise.
Interfaced with business users and system developers in documenting and implementing solutions
Created and directed detailed project plans, provided product and customer base business analysis and direct project team.
Assessed resources, facilities and training requirements and develop business plans.
Participated in development of proposals and statement of work documents as required.
Developed and executed Risk Assessment models gap analysis and Feasibility and Product Marketing studies for business projects
Worked effectively with Product Managers, Project Mangers, business partners and Customer Service Operational Staff to determine
service-provisioning requirements.
SPRINT CANADA INC .
Business Analyst - Network Security
Sept 1999 – June 2000
To investigate all suspect telecom networks related abuse or fraud.
Use AS/400 Commercial and Residential Care systems – Fonorola IXPLUS/INMS to compare fraud system information with AS/400
billing information.
SPRINT CANADA INC.
PIC Care – Team Lead
Nov1998 - Sept 1999
Investigated and resolved delayed customer activation.
Team lead for Primary Inter-exchange Carrier (PIC) activities for a group of 7-10 analysts
Act as the liaison between developers (internal and external), third party vendors; telecom services project teams and business user
group on changes and issues.
Team Lead for the successful migration of 10,000 Fonorola accounts to Sprint Database and assisted in the New Market Pilot Local
Launch.
SPRINT CANADA INC.
Help Desk/Operations Analyst (Call-Center)
May 1995 – Nov 1998
Documentation and analyses of the Operations Report for senior management.
Documented account anomalies and touch point for employee communiqués.
Interacted with Customer Care Supervisors, Agents and network departments to resolve account issues.
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Mona Qureshi
Mississauga, Ontario
L5N5X9
Tel: 905-***-****
Email: *********@*****.***
Participate in several cross-functional project teams, which included Order Entry/Order Management, Internet/Intranet team, PSSD
Team (Billing System), Third Party Vendors, Fulfillment, Customer
Information and Information Technology, to articulate and rationalize business requirements for new service development
Assisted, developed and implemented system solutions for IVR in the Sprint Canada Inc. Call Center.
EDUCATION BBM (Bachelor of Business Management)
Major in Management and Enterprise Development
Minor in Communications
Ryerson Polytechnic University 1995
Masters Certificate Business Analysis - Schulich School of Business (York University) - Feb 2006
Pursing PMP Certification
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