Customer Service Project Management

TANUJA D. PATEL

***-* ****** *******, ***** York ON M2N 5X9

H: 416-***-**** C: 416-***-**** email:-************@*****.***

OBJECTIVE: To obtain a challenging Document Control analyst position in an IT firm, assisting

clients to administer documents within the organization.

PROFILE:

• Proven ability to develop business requirements for clients from meetings and/or emails.

• Liaison among stakeholders, translating business requirements to technical specifications for system

changes.

• Certified Associate in Project Management [ID 1362176] through PMI [Project Management

Institute].

• Efficiently and effectively reported project status identifying critical action issues.

• Proficient programmer analyst using SDLC processes and methodologies to provide solutions for

over 3 years as a consultant.

• Proven ability to contribute independently and, on a team, to the business.

EXPERIENCE:

APPLEONE INC.

Mercedes-Benz Canada Inc. (1 month contract) 2011

• Provided data transfer/conversion of Lotus Notes data into Excel reports reporting status.

• Assigned as Document Control Administrator, providing support and process changes necessary

to management for ISO documentation compliance.

• Designed interface to link documents via intranet for Technical Services.

ROGERS COMMUNICATIONS INC., BRAMPTON, ON, CANADA 2006-2009

Business Analyst, Rogers Home Phone, Operations and Support

• Liaison between business and IT to support internal audits of processes, translating IT procedures

to realistic business achievable ones, identifying and eliminating variances through change

requests to streamline business processes and reporting.

• Facilitated changes to existing business processes, guiding teams to meet changing internal client

requirements to increase data capture accuracy.

• Coordinated change requests to account for unknowns, increasing the accuracy of client data

capture.

• Identified and assigned proper business owners to data files, providing guidance to stakeholders

to achieve project goals effectively and efficiently.

• Elicited, analyzed and validated data discrepancies in in-house application using VB.NET and

MS SQL server, communicating updates necessary to eliminate existing call volume overhead.

• Translated business call process maps to functional requirements and technical updates in existing

software.

Provisioning Analyst, Local Provisioning

• Analyzed data and processes in internal systems for business units and IT and defined process

changes required to increase overall home phone install success rate.

• Analyzed sales reports reporting discrepancies from actual install data in system and directed

process changes to account for variances and accommodate future forecasting accuracy.

Order Inquiry Analyst, Local Provisioning

• Provided quality documentation on Order Rejections, collaborating with SMEs to produce a user

manual used in training of team to handle client calls consistently.

• Assisted with planning and projecting transition of team into Order Inquiry from Technical

Support scope to a customer service oriented one.

• Facilitated on-the-job training per company standards by coordinating and facilitating job aids as

the scope evolved for business units, which enforced consistency and compliance of business

rules.

APPLEONE INC.

OpenVenue E-Research Slns (3 month contract) 2006

TANUJA D. PATEL

801-6 Forest Laneway, North York ON M2N 5X9

H: 416-***-**** C: 416-***-**** email:-************@*****.***

• Coordinated plan for database/application migration to MS SQL Server and troubleshot migration

process changes.

• Designed specifications per client criteria for research data sample reporting in EXCEL from

ACCESS database application.

IT CONSULTANT – DCI, RALEIGH, NC, USA 1998-2000

Software Engineer/Technical Writer, Electronic Data Services, Cary, NC, USA (6 month contract)

• Provided extensive technical documentation changes throughout the software development life

cycle for the business, converting business requirements to functions changes necessary in the

systems.

• Developed new and maintained existing code supporting file maintenance, report extraction and

routine data and file processing functions of the financial segment of system.

Programmer/Analyst, IBM Global Services, Durham, NC, USA (15 month

contract)

• Developed and maintained programs supporting Financial Applications for Qualex Incorporated.

• Using client business needs documents, developed technical requirements and coded solutions

producing monthly and quarterly reports.

• Produced quality documentation for user acceptance: scripts describing programs, JCL jobs and

test reports/results, user assessment of Request for Services, Production Readiness Reviews for

presentation to an internal Integration Control Board.

SOUTHWESTERN OKLAHOMA STATE UNIVERSITY– WEATHERFORD, OK 1997

Computer Technical Assistant, Computer Services Department

• Supervised networked computer labs, providing technical and teaching assistance for

programming and database course labs.

Student Worker, Computer Science Department

• Conducted feasibility study of Oracle products use in database courseware.

• Designed, coded and implemented web pages using HTML and web design tools.

TECHNICAL SUMMARY:

Programming languages/tools/platforms/applications include: Oracle, PL/SQL, SQL*Plus, Developer

2000, VB.NET, C, C++, XML, JAVA, JavaScript, MS ACCESS, COBOL, DB2, CLIST, TSO/ISPF,

SDSF, QMF, Intertest, Endeavor, Fileaid, Easytrieve, FTP, SAR, Lotus Notes (IBM), MS SQL server,

HTML, Photoshop, Walker Interactive Systems tools, TCP/IP, Intranet, Internet, Microsoft Office suite,

Netscape.

EDUCATION & TRAINING:

CAPM (Certified Associate in Project Management) ID 136****-****

Professional Development: 2009 – 2010

• Project Management Professional Prep Sessions (PMI-SOC), PMI Mentoring Program (PMI-SOC)

• Knightsbridge Human Capital Solutions: Career transition seminars and workshops

VB.NET, XML, George Brown College 2006

Oracle DBA Certificate, Canadian Business College 2001

Mainframe systems - Professional Development 1998

Bachelor of Science in Computer Science, Southwestern Oklahoma State University, USA 1994 – 1997

Comp. Sci. GPA - 3.94/4.00 Overall GPA - 3.85/4.00

HONORS AND AWARDS:

Magna Cum Laude (SWOSU 1997) (Award given to students with GPA 3.75+)

Dean’s Honor List (SWOSU 1994-1995) (Award given to students with GPA 4.0)

Who’s Who Among Students (USA 1997-1998) (Annual honor for outstanding students for scholastic & community achievements)

2

TANUJA D. PATEL

801-6 Forest Laneway, North York ON M2N 5X9

H: 416-***-**** C: 416-***-**** email:-************@*****.***

ASSOCIATIONS: Project Management Institute, 2006-present

PMI-Southern Ontario Chapter, Canada 2006-2010

Tanuja Patel [3 of 3]

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