Project Manager Customer Service

Michael D Law

**** *** ******* ****:

***/***-

*986

Burbank, CA 91504 Cell:

***/***-

2105

**.***@****.***

Professional Experience

Milwaukee Journal Sentinel - Milwaukee, WI Feb.

**** - **ril

2010

Publishing Company

IT Consultant

Analyzed billing needs and constraints to create billing procedures/runs

for a 46 million dollar Publishing Company. Successfully streamlined

billing procedures from over 200 separate billing runs to 32 comprehensive

billing runs.

Neasi-Weber International - Valencia, CA March

2010 - Current

Software Company April,

1989 - Sept., 2009

Business Analyst/ Project Manager/Senior Product Representative

Dedicated Software Project Manager/Business Analyst with over 20 years of

experience. Managed multi-million dollar software projects which required

managing and training client personnel, designed the system User Interface,

consulted on the client-specific setup of the system, and coordinated

internal implementation teams. Successfully implemented the system at major

newspapers and newspaper groups across the U.S. and internationally.

Projects typically ranged from nine months to two years.

System Design

. Learned the industry and provided critical input during the software

development life cycle (SDLC).

. Designed user work flows based on user requirements and system

constraints.

. Designed and developed the Graphical User Interface (GUI), and data

dictionaries.

. Conducted system wide QA, and provided supporting documentation on

issues to developers.

. Designed UML diagrams.

Pre-implementation

. Demonstrated system to potential customers at their sites and trade

shows.

. Determined course objectives and agendas. Designed training

materials/user manuals including hands-on exercises.

System Implementation

. Managed projects consisting of internal, external and 3rd party

programmers implementation specialist, trainers, and end users.

. Consulted with groups including End Users, Finance, and IT, to analyze

their business processes and translate them into the system

. Worked with clients on software customizations and user interface

customizations (screen modifications).

. Created reports/queries with SQL.

. Identified additional user requirements and created specifications for

the Software Developers.

. Developed training syllabus.

. Conducted training lasting from two to ten days for Managers, System

Administrators, Technical Staff, Team Leads (Customer Service,

Distribution, Routing, Accounting, etc.), Client Trainers, and End

Users.

. Directed client staff, internal staff and 3rd party consultants to

complete implementation tasks.

. Consulted on data conversion and report generation.

. Provided on-site support during the transition to the new system.

Post Implementation

. Maintained client relationships and provided updates on new system

functionality/enhancements.

. Analyzed and solved issues that arose with the system. Escalated issues

to Tech

. .

Education

B.A., State University of New York at Buffalo

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