Project Manager Customer Service

James F. Drabelle

*** ******** *** *****

Wildwood, MO 63040

Home: 636-***-**** abivpf@r.postjobfree.com Cell: 314-***-****

SUMMARY

Senior Business Analyst with 20 years experience in translating business

needs into technology solutions. Regarded as a highly motivated team

builder with excellent analytical, organizational, presentation and oral

and written communication skills. Proven ability to build consensus and

resolve issues to define requirements and manage business user

expectations, and to work with all levels of management. Documented

proficiency in the development life cycle using both Rational Unified

Process and the Waterfall model. Ability to handle multiple projects and

tasks while working independently. Experienced in managing the development

and writing of:

. Project Plans

. Business Requirements Documents

. Business Process Modeling

. Functional Specifications

. Use Cases

. Test Plans

. Test Cases

PROFESSIONAL EXPERIENCE

WELLS FARGO ADVISORS (Apex)

February, 2010 - Current

Senior Business Analyst - IT Regulatory Reporting

Lead Business Analyst for the IT Regulatory Reporting group -Developed

business requirements, functional specifications, use cases and test plans

for regulatory reports and letters projects supporting the merger of the

Wells Fargo and Wachovia business channels.

Senior Business Analyst - Business Management Application - Business

Analyst for the redesign and addition of new business channels to the BMAP

web-based application utilized by business channels to maintain sales

hierarchy information and related data for each sales channel utilized by

approximately 80 downstream systems.

. Translated high level business requirements into functional

requirements

. Developed test plans, test cases and test scripts for six new business

channels

. Loaded test plans to Quality Center Test Plans and Test Lab

. Executed test scripts and tracked defects

. Identified the need for and created the original User's Manual for the

application

EXPRESS SCRIPTS (Aurora)

October - December, 2009

Senior Project Manager - TRICARE Pharmacy Division

Project Manager for the implementation of the Project Control Office

established to monitor the performance of the TPharm contract covering

9,500,000 active and retired military personnel. Assisted in the

establishment of the Project Control Office, the design and building of the

department database to track and monitor contract issues, projects,

performance against the contract requirements, and the establishment of

department standards and procedures.

Analyzed business processes, created process flows and diagrams to validate

processes were in place to support the new government contract.

Served as an Incident Manager in the TRICARE Go Live tactical operations

center maintaining an Access database of issues, tracking remedy actions

and hosting daily update calls with project teams. Distributed regular

status updates to senior management of all open issues.

MASTERCARD INTERNATIONAL (TDK)

February - August, 2009

Senior Project Manager / Business Analyst

Lead Project Manager and Business Analyst for the Portfolio Analytics

application of the Data Warehouse - Business Intelligence group.

. Provided Project Manager support for the project by managing the

development process using Changepoint. Prepared overall project plan,

defined milestones, drove requirements gathering, prepared status reports

and documentation of meeting minutes.

. Developed and wrote Business Requirements and Functional Specifications,

Use Cases, Test Plans and Test Scripts needed for the 2009 Campaign

Management Enhancements effort to migrate data warehouse tables from

Oracle to Netezza, improve application ease of use and to meet data

encryption requirements. Improvements included screen changes, adding

user wizards and changes to the application work flow

. Developed test plans and wrote test scripts in Mercury Quality Center for

the Portfolio Analytics BETA releases including UAT and full regression

testing as well as report verification.

. Provided testing support for the Portfolio Analytics BETA releases.

CITIGROUP, INC., St. Louis, MO 2001 - 2008

Senior Project Manager

Simultaneously managed cross-functional projects using Microsoft Project,

Sharepoint, Teamplay and Planview by coordinating and directing project

resources to implement strategic initiatives. Developed, documented and

maintained business requirements and reviewed functional specifications in

managing project implementation. Responsible for project scheduling,

documentation and coordination of team meetings.

. Gained over $1 billion in loan applications in the first year of

operation by managing a multi-company project to develop a call center

process to offer loan opportunities from 3 Citi companies to CitiCard

customers through the existing customer call centers.

. Project Manager for the Data Recovery (DR) / Continuity of Business

(COB) projects for Citimortgage, CitiFinancial Mortgage and Chesapeake

Appraisal and Settlement companies.

. Managed projects to implement Call Center and IP telephone upgrades.

. Developed metrics to measure the key performance metrics for the Citi

One Stop Call initiative.

. Co-managed project to develop and implement a new fully integrated

operating system for Chesapeake Appraisal and Settlement Services.

Project involved coordinating efforts of all Chesapeake departments

and an offshore vendor.

. Served as a facilitator and liaison between for government and

external audits and the Citigroup business unit.

Senior Business Analyst

. Analyzed business needs to support the 2,000-employee Servicing Division.

. Defined requirements and functionality needed for concurrent projects for

Mainframe (COBOL), Web (Java), Call Leveraging, and Customer Service Work

Station applications.

. Served as a liaison between the Servicing Division and Technology for

projects involving tax, insurance, disaster recovery and record retention

projects. Served as liaison for outside audits and regulatory compliance

reviews.

. Wrote Business Requirements Documents and Functional Specifications and

to reviewed and approved Use Cases and Test Plans. Coordinated testing

with testing staff to ensure requirements were tested. Supported the

implementation of both custom developed and vendor supplied applications

as well as production support for existing applications.

. Documented current business process flows, identify key issues and to

presented suggested process improvements to business partners

. Major projects included: Improved the usability of the CitiMortgage

website, which increased usage by 20% saving costs and increasing loan

applications. Developed, at the request of top Citigroup management, a

new one-stop call solution, which allowed over 10 million customers to

make changes to all accounts with one call.

MARITZ, INC., St. Louis, MO 1978 - 2001

Project Management

Administered client incentive programs. Presented and sold administrative

services as part of the overall Maritz sales effort. Coordinated and

designed the systems needed to administer client programs and implemented

and supervised systems operations.

. Identified the data and the functional requirements of the incentive

program and the gathered external and internal resources that were

required.

. Established and documented procedures and schedules tested and

implemented the systems, prepared cost estimates and billings.

. Maintained on-going communication with clients, hired, trained and

supervised employees, coordinated the work of Data Processing systems

analysts, analyzed and presented program results and made

recommendations for program enhancements.

. Created and presented administrative portion of client presentations

resulting in major sales to Georgia-Pacific, Nissan, Shell Oil and

International Truck.

. Built strong relationships with clients such as Daimler-Chrysler, GM

Parts, ACDelco, Nissan and Georgia-Pacific that helped retain each of

the accounts for 5 times longer than the company average.

. Provided analysis that was key in renewing a $20 million automotive

parts and accessory program.

. Developed technique to easily identify errors in award pricing that

prevented over $4 million in errors.

ST. LOUIS RAMS, St. Louis, MO 1995 - Present

Chain Crew Supervisor

technical experiencE

Languages FOCUS, SQL

Operating Mainframe, Web, Oracle, Netezza

Systems

Tools Microsoft Office: Word, Excel, PowerPoint, Project,

Access, SharePoint; Optima, Visio, Quality Center, Lotus

Notes, TeamPlay, Planview, Changepoint, Toad, Snagit,

iRise

Certification ITIL

Memberships Project Management Institute (PMI)

International Institute of Business Analysts (IIBA)

EDUCATION

MBA, Management Science, St. Louis University, St. Louis, MO

BS, Business Administration, University of Missouri, St. Louis, MO

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