Project Manager Customer Service
Resume:
Richard Massie
*********@*****.***
http://ca.linkedin.com/in/radmassie
Highlights
Business Analyst with 9 years of CRM experience.
Successful history of delivery oriented roles in a fast-paced project
environment with end-to-end project life-cycles from analysis to post-
launch production support, including QA.
Experienced with back office and work flow processes related to billing,
sales and customer support
Employee of the year award for an in-house CRM agile implementation.
Mobile application design/implementation using Salesforce.com.
3 years of Data modeling/Business intelligence with real estate (University
of Toronto)
E-Commerce: Planned and implemented a CRM project which simplified and
automated a documentation/invoice delivery process for all Canadian
customers (over 750).
Negotiated industry wide cost saving initiative with competition to
implement technological improvements
ISO 9001 Internal Auditor.
Education
IIBA Certification in progress
Ryerson University, 2002 - Project Management, Planning and Scheduling
course work
University of Toronto, 2000-2001 - Project Management, Web Publishing,
Internet Security
ISO 9001 Certified Internal Auditor - 1999
University of Toronto, 1995 - Honors Bachelor of Arts, Urban Geography
Technical Skills
Mobile devices (Android, iPad, Blackberry, iPhone) Databases, SQL,
Salesforce.com, Veeva (pharmaceutical vertical of Salesforce), Apex Data
Loader, MS SharePoint 2007/2010, MS Project, Visio, Excel, Access, Word,
Mapinfo(GIS), Windows 7, Linux and UNIX, EDI, UML, Remedy and IBM
Clearquest (tracking), HTML, RUP, Camtasia (video), MDM/BYOD knowledge,
ITIL, Risk Management, SOA,ETL, BDD
Other Skills
Project management/work-back scheduling/Scrum through the life cycle of a
project.
Extensive authoring of Business Requirements Documents (BRD), Software
Requirements Specification (SRS), Functional Specification Document (FSD).
Public sector experience.
User interface design for mobile devices
Business case development, PMLC, Product Implementation & Negotiation
Change management/SDLC/Waterfall/Agile/JAD
Business process re-engineering, BPMN, BRM
Call centre analytics/telecom/IVR
Training video creation
Excellent verbal and communication skills-presentation/training/public
speaking
Associations
Member of the International Institute of Business Analysis
Work Experience
Business Analyst (Contract Boehringer Ingelheim November 2012- May 2013)
Summary
Working with various business teams on functional requirements,
documentation and testing for a mobile Salesforce implementation from
Siebel for Canadian portion of a global implementation.
ANALYSIS
Through JAD, review user requirements.
DESIGN
Planning of UAT and QA scenarios and related documentation for Salesforce
and data warehousing implementation.
DEPLOYMENT
Execution of UAT Salesforce/Veeva testing on desktop and ipads and
promotion of development environment.
Senior Business Analyst(Contract-TD Bank March 2012-September 2012)
Summary
Working with the corporate mobility technology group, I was focused on
vendor evaluation for MDM, implementing departmental procedures for mobile
devices of Bring Your Own Device (iPads, Android, iPhones, WP) and
implementing software rollouts as proof of concept.
ANALYSIS
Research customer needs through JAD. Vendor review for large project
implementation.
DESIGN
Creation of SharePoint sites for self serving BI.
Implement procedures to streamline departmental processes
DEPLOYMENT
Creation and presentation of SharePoint training (End User, Power User) for
client and staff.
Proof of concept software products and lead focus groups.
Business Analyst /Project Manager(Contract-Amgen Canada, July 2011-January
2012)
Summary
Based on Salesforce.com (migrating from Siebel), creation of a mobile
pharmaceutical iPad application for call entry and analysis.A revolutionary
tool, allows in a few minutes which took half an hour. As Project Manager I
was responsible for the scope, resources and cost estimates for the
project. Amgen was migrating from a Siebel environment. As the Business
Analyst, I was responsible for GAP analysis, gathering requirements,
working with user groups, producing functional and technical
specifications. Also, detailing current user processes to enable smooth
transitioning to the new platform was done.
ANALYSIS
Using Apex Data loader to examine and update Salesforce tables for QA.
Understanding of Veeva business flow and logic. Creation of specifications,
functional/technical.
Review existing capabilities, both technically and procedurally, to ensure
that changes and improvements improve work patterns.
DESIGN
Generation of mobile user interface. Support formal and informal test and
acceptance activities (design, document, conduct, report and
interpretation, as was needed)
Use of case modeling tools for analysis
DEPLOYMENT
UAT/QA (technical/user) and training of mobile application and Salesforce
logic.
Participate in customer/sales roll outs. Implemented error handling
procedures.
SME for the project.
Coordinate with affected stakeholders/developers to ensure that business
system solutions are deployed effectively and that their intended use is
well understood
Creation of training material including videos.
Business Analyst (Concept Interactive, October 2010-July 2011)
ANALYSIS
Determining best MS SharePoint and ecommerce solutions for schools and
other clients in the public sector.
DESIGN
Requirements gathering, proposal creation, use cases and QA in an agile
environment.
DEPLOYMENT
Creation and presentation of SharePoint training (End User, Power User) for
client and staff
Identified issues and proposed solutions to management team to mitigate
risks.
Business Analyst/Project Manager(OOCL, January 2004-October 2010)
SUMMARY
As an End to End Business Analyst, I was involved in a number of projects
based on major/minor release cycles in the enterprise system. This involved
arranging resources for QA, training and development release.
I was the sole functional and process expert for Canada with knowledge of
all business and line of business applications, with ability to understand
technical constraints, assess business impacts to operations and back
office groups, drive out gaps, and make recommendations
As the liaison between the client business units and IT, I lead the
Business Requirements Gathering process (including Functional and User
requirements) to obtain the needs of the client.
Performed gap analysis, and identification of any areas for improvement
within existing procedures, methods and business processes.
Develop functional and technical specifications for delivering new LOB
applications. I was the global subject matter expert for Canadian Customs
and Invoicing Documentation and the delivery of said information.
Through regular audits of customers and vendors, existing procedures and
methodologies were reviewed. From this, over 100 enhancements were created.
In 2006 I was responsible for a product release for Canada. This module
release would allow email delivery to customers of customs and
documentation with associated invoices. There was also an online component
which allowed customers to download their documentation. This was also
implemented for the multi-carrier portal www.cargosmart.com. Once delivered
in 2007, I was responsible for the roll-out to customers which took 1.5
years (750 accounts).
In late 2008 I negotiated with the competition to work with a Montreal
based ocean terminal to accept an industry wide information exchange
standard which improved the method of cargo release affecting all inbound
customers. My attempt succeeded after years of attempts by others. For the
industry, headcount and costs savings were realized.
ANALYSIS
Review and implementation/QA of in-house CRM for Customer Service staff in
an enterprise environment
IMPLEMENTATION
Design and roll-out in North American offices of CRM tool that improved
customer response time.
Negotiation with competition for industry wide improvement initiative
DESIGN
Propose solutions/enhancements and system designs for assigned business
systems
Maintain traceability from customer requirements to proposed solutions and
to the accepted test requirements and results
DEPLOYMENT
Document, validate and deploy processes for the end-use and maintenance of
assigned systems.
Training of personnel and creation of training materials.
MAINTENANCE
Handling of defects/issues to closure.
TESTING
Design/administration of UAT and QA.
Document bugs for submission to developers and track submissions to closure
IT Professional (OOCL, April 1998-December 2004)
Server maintenance
Desktop support
ISO 9001 Auditor
Data Warehouse Technician (University of Toronto, May 1995 -April 1998)
Extraction/analysis of Census data using business intelligence researching
real estate trends. Data modeling/mapping, writing of extraction scripts.
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