Project Manager Customer Service

Liliana Reeves

**** ********** #*** *** *******, CA 90034 310-***-****

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

Qualifications

. Experience in enterprise wide systems implementation, working with

project leadership to conduct IT assessments and build business and

technology solutions

. Excellent in managing vendor relationships, including partnering with

vendor resources to deliver functional and technical value added

capabilities

. Experience Financial Services and Home Entertainment Industries

. Skilled in cultivating excellent relationships, communicating effectively

across projects to build focused and productive teams

. Excellent at understanding process, requirements gathering and

requirement/functional documentation

. Experience in SDLC, ITIL, JAD, OOAD methodologies

. Experience with Microsoft Office Suite, Visio, MS Project, MS SharePoint,

SQL 2005

Core Competencies

. IT/Technical Business Analysis

. Application Design and Architecture

. Strategic Planning

. Operating/Business Model Analytics

. Application/Process Implementation

. Project Management

. Application Testing

. Software Training

. Process Definition and Design

. Technology Assessment

. Application/Process Maintenance and Support

. Requirements Gathering

Professional Experience

Synoptek, Inc., Irvine, CA

Sr. Business Analyst Consultant at disney June 2007 to July 2010:

Evaluated the Walt Disney Studio Home Entertainment (WDSHE) domestic &

international distribution process and release date management systems.

Resulted in re-design of one worldwide business process and new .NET

application called DRMA (darma).

Delivered Results:

. Acted as a liaison between the various business units (Marketing,

Finance, Accounting, Rights Management and Operations) and the

development team to communicate business/functional requirements

. Implemented new business process concepts and capabilities around the

product development of home entertainment products (i.e. DVD, Blu-ray,

Digital Download, etc.) based on business requirements

. Worked with business units to identify data sources from existing

applications to be imported into DRMA

. Conducted process design sessions with business units and gathered

requirements for a new end-to-end release date management process

. Conducted system design sessions with business units and gathered

requirements for a new .NET application to manage DVD release dates

. Created the business requirements, business process diagrams and

functional design document based on input from the business units

. Coordinated design sessions walkthrough and sign-off with the business

units

. Created application screen mock-ups using Visio

. Facilitated design sessions with Project Managers and the development

team. Continued to work closely with development team throughout the

build of the application

. Developed use cases & test scenarios to test and validate system

. Held User Acceptance testing with subject matter experts for approval

. Developed and conducted end user training sessions in Burbank, London,

Stockholm as well as webex sessions in Latin America and Asia Pacific

countries (100 + users)

. Created materials for training sessions

. Experience writing basic SQL queries to investigate data inconsistencies

. Provide go-live, hyper-care support. Created issue/bug tickets using Team

Foundation Server. Knowledge transfer of all process and technical

information to support organization

. Assisted in software assessment to determine various solution strategy

options that would manage the new business process concepts

Accenture, El Segundo, CA

Business Analyst / Procurement specialist December 2005 to June 2007:

Supported client-facing consultants, outsourcing units and other

businesses. Influence Accenture senior executives to make alliance

offerings as part of the solution based on knowledge of Accenture's

alliance partnerships. Clients include: Unilever, Ross Stores and

Caterpillar

Delivered Results:

. Develop and manage alliance business relationships with various Accenture

clients as well as vendor partners

. Research / promote vendor alliance offerings (hardware, software &

service solutions)

. Manage procurement contracts to achieve significant savings for clients

. Manage order fulfillment of hardware, software & solutions fulfillment

Argent Mortgage, Irvine, CA

Sr. Business Analyst / System Support Specialist November 2004 to

December 2005: Interacted primarily with senior funders nationwide and

senior management. Developed 'best practice' procedures for effectively

supporting business processes and applications.Top of Form

Bottom of Form

Delivered Results:

< Provide technical lead and subject matter expertise in support of the

loan origination system Empower and other applications as required

< Determine complexity of system issues and determine the necessity of

whether to involve and incorporate internal developers and/or external

support in the investigation and resolution of pending issues that could

possibly impact enterprise-wide systems

< Perform requirement gathering activities to create system specification

from business units

< Translate requirements into functional and technical design documents

< Work closely with development and QA teams to translate and drive

functional designs

< Coordinate effort on the resolution of system issues

< Troubleshoot interface program failures and writing SQL queries

< Assist internal support groups in producing examples and detail of

resolving problems and issues

< Train less experienced analysts

REAL SOFTWARE SYSTEMS, Woodland Hills, CA

Business Analyst / Project Manager June 2004 to November 2004:

Responsibilities include project timeline management, resource management,

customer relationship management, detailed requirements gathering, use

testing, and go-live support. Clients include: BBC Books and BBC Radio

Delivered Results:

< Assisted in the creation of an implementation/enhancement process which

would be used by project managers and the production support team

< Assisted clients in supporting and troubleshooting the royalty software

as well as identifying areas where they could make their process more

efficient

< Managed 2 enhancement projects through the development life cycle.

PROVANTEDGE TECHNOLOGIES, Irvine, CA

Implementation Support / Application Support June 2003 to March 2004:

Provide expert guidance for the analysis, design and implementation of the

loan origination application.

Delivered Results:

< Served as a resident expert to clients in the areas of application

interfaces (Credit, DU/LP, HMDA, Geo-coding, RealEC, and SwiftSend)

< Assisted clients in implementing and troubleshooting their AppDev, UAT,

pilot testing, and production environments using Provantedge's loan

origination software (LOS) using WebEx software.

< Provide functional direction to peers and direct reports

< Performed application duties such as technical analysis, correct system

defects to improve the quality of data in the software and develop

process improvements, QA testing, training customer's IT administrators

and personnel, and develop technical and Customer Service Program

documentation

< Troubleshoot interface program failures and writing SQL queries

< Implement and designed customization of LOS application to increase

productivity and fit clients' business process

Accenture, El Segundo, CA

August 1998 to May 2003

Sr. Business Analyst at Washington mutual May 2000 to May 2003:

Coordinated and managed new software distribution process to reduce time

to upgrade systems by more than 50%

Delivered Results:

. Coordinated the design, build and deployment of the development

architecture to support the implementation of a mortgage loan origination

system to the Home Loans division

. Supported the loan origination system throughout the full software

development lifecycle

. Partnered with corporate IT and 3rd party vendors to design, build and

support system images to be deployed to over 250 Home Loan Centers and

over 2500 loan consultants and account managers

. Developed functional specifications and worked with 3rd party developers

to translate specifications

. Developed training materials for Tier 1 and Tier 2 support to enable them

to effectively trouble-shoot and resolve customer issues

. Developed test plans and test scenarios to test applications provided by

3rd party vendors to be integrated into Washington Mutual's existing

production environment

. Achieved team productivity through continuous coaching on leadership and

program best practices

Application Support at American express August 1998 to April 2000:

Assist in planning, and conducting designer and developer training

Delivered Results:

. Maintain, generate, and stage common code entities

. Document setup instructions for servers and other software products

. Setup and maintain primary and backup servers

. Assist in researching, maintaining and developing screens to help

resolve production support issues

. Understand and enforce programming standards for VisualAge Generator

Development

. Work with outside vendor to have templates updated to meet developer

needs

. Document, test, and migrate 28 code/decode VG applications for the

Delivery Support Team

Education

Bachelor of Science, Computer Information Systems - DeVry University, Long

Beach, CA 1998

Additional

LinkedIn Profile: http://www.linkedin.com/in/lreeves77

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