Project Manager
Resume:
Heidi M. Martelle
Minot, ND 58701
*****.********@***.*****.***
Information Technology & Business Analyst Professional
Highly motivated, progressive information technology and business analyst
professional with a history of driving results in the information
technology, end user support and client services industries. Diverse
analytical problem resolution in deadline-driven and high stress
environments.
Extensive experience managing full project lifecycle from requirement
gathering through to final implementation in the production environment.
Equally strong project leadership experience, introducing out-of-the-box
thinking and problem solving analysis which improves processes, systems and
methodologies currently in place and exceed business goals and client
expectations. Proactively demonstrates ability to work effectively with
individuals at all levels and in all functional areas.
Education
B.A., Speech Communications with a concentration in Professional
Communication ~ Minnesota State University - Moorhead ~ 1994
Paralegal Certificate ~ American Institute of Paralegal Studies ~ 2007
Technical Proficiencies
Platforms: Windows 2000, 2003 Server and Professional, Windows XP (Pro &
Home), Windows Vista, Windows 7
Software: AdminServer, Acorde, CNB, CSW, Ingenium, PAIS, Quality Center,
UWWB, Vantage 15.4 & 15.9, WISE Life, MS Office Applications,
VPN, Right Fax, Multiple Antivirus applications, Adobe,
Acrobat, Illustrator, Photoshop, Adware, Spyware, Malware, Virus
Removal, SafeGuard Easy, Internet browsers and email
applications
Networking DNS, LAN, TCP/IP, Wireless, VOIP
Professional Experience
ING ~ Minot, ND October 2008 to
Present
Business Analyst
> Plan, research and analyze complex customer requirements and processes
providing recommendations, alternatives and risk assessment to
designated representatives
> Direct and evaluate project vision and strategy, hold accountability
for project completion and team management, define and drive project
deliverables, and facilitate project team meetings
> Work collaboratively with Project Managers, System and Software
Engineers to develop test strategies, test plans, test systems, to
identify scope, estimate and coordinate the implementation of
potential solution (s) for business system instability and distributed
software enhancements
> Compile statistics and prepared various reports to facilitate the
review of service levels for clients by the management team
> Document completion of project assignments and identified
implementation issues in a clear, concise, and timely manner,
presenting well-organized information
New Business associate April 2007 to
October 2008
> Actively participated as proactive Issue & Surge Team member while
consistently exceeding production goals
> Partnered with IBM Technical Support Staff, Information Systems,
Engineers and Developers to identify scope, estimate and coordinate
the implementation of potential solution (s) for print spooling errors
with the CNB Image and Acorde/Optika Viewers
proBilling ~ Calgary, Alberta/Minot, ND April
2006 to April 2007
Compliance & Merchant Support Manager
> Managed diverse e-commerce projects across multiple organizational
areas for a client base producing $5 million per month in gross
processing revenues
> Maintained integrity, ensure stability and promote longevity of
billing support services
> Mediated all communications for merchant services and development
teams
> Facilitated the escalation of outstanding client issues to external
departments for resolution
> Proactively managed and reported on the status and progress of
escalated issues
> Implemented, using a structed approach regarding the design,
development and implementation, technical and security controls for
operational procedures and end user training
Heidi M. Martelle Page 2
99 On Hold, Inc. ~ Minot, ND 2004 to 2005
Database Administrator & Technical Support Manager
> Facilitated the design, development and management of a contact
management database
> Played the key role in the design, development and overall maintenance
of the www.99onhold.com website
> Provided technical support through troubleshooting to clients who have
been escalated based on need
> Managed and maintained and internal wireless network of multiple
workstations
> Responsible for development, planning, writing and execution of all
client communications
Schatz Econostop, Inc. ~ Minot, ND 2003 to
2004
Personnel Manager
> Maintained payroll for 100 employees, processed quarterly and year-end
tax reports in MAS90 software, prepared multiple daily deposits and
processed daily sales department paperwork, processed and posted
accounts receivable and accounts payable invoices
> Acted as a liaison between the injured worker, the medical provider,
the Return to Work Program and Worker's Compensation to ensure all
necessary paperwork was completed and the claim was processed
accurately and efficiently
> Acted as the benefit administrator for health, dental and vision
insurance, 401K investment plan and paid vacation and facilitated
the Risk Management Program by working proactively with Managers and
staff to create a safe working environment
Virtual Services, Inc. ~ Toronto, Ontario/Minot, ND
2000 to 2003
Independent Business Development/System Consultant
> Worked collaboratively with Project Managers and Software Engineers to
develop test strategies, test plans, test systems, including e-
commerce applications on all projects assigned
> Clearly identified the business requirements of the customer,
including cross-referencing requirements as articulated by multiple
persons within the company and identifying apparent inconsistencies
> Assisted the client in business process analysis and implementation,
coordinating tasks, developing project plans, providing planning and
guidance to team members
> Directed and evaluated project vision and strategy, held
accountability for project completion and team management, defined and
drove project deliverables, and facilitated project team meetings
> Planned, researched and analyzed complex customer requirements and
processes providing recommendations, alternatives and risk assessment
to designated representatives
> Partnered with Consumer Support, Information Systems, Engineers and
Developers to identify scope, estimate and coordinate the
implementation of potential solution (s)
Eliance Corporation ~ Minot, ND 1996 to 2000
Project Coordinator 1999 to 2000
> Managed diverse e-commerce projects across multiple organizational
areas for a client base producing $23 million per month in gross
processing revenues
> Played a key role in the development and implementation of a ticket
tracking system for technical and customer service base
> Mediated all communications for client services and development teams
> Facilitated the escalation of outstanding client issues to external
departments for resolution
> Proactively managed and reported on the status and progress of
escalated issues
> Managed and maintained internal telecommunications utility
Client Services Representative 1998 to 1999
> Maintained highest level and quality of steady-state management for
clients of an internet transaction processing company
> Consulted client on questions related to a 3-tier on-line statistic
reporting system
> Managed client relationships through a dialogue of written and oral
communication
> Acted as a liaison for client to assist with technical, compliance,
billing and payment questions or concerns
Information Systems Specialist 1996 to 1999
> Compiled statistics and prepared various reports to facilitate the
review of service levels for clients by the management team
> Provided programming design and script development for use in support
of clients serviced by inbound call center
> Consulted with client and management regarding script development
> Managed and provided consumer technical support for Internet Service
Provider
> Scheduled and executed the duties of exporting, importing and
downloading consumer data to client for order fulfillment
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