Management Project

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OBJECTIVE

Obtain a position where is can effectively utilize my skills and passion

for Business Intelligence and Service Delivery.

Multiple award-winning certified Project Management Professional (PMP) and

IT Service Management (ITIL) Information Systems professional who excels at

lean process improvements, global standardization, and seamless service

delivery for enterprise-wide IS/IT projects. Skilled leading offshore and

onshore teams in highly complex projects from project planning,

requirements definition, project lifecycle management, and move-to-

production (MTP) to escalation management and service level agreement (SLA)

management.

VALUE OFFERED

? Help Desk Standardization ? Project Management Best Practices ?

Project Planning & Scheduling

? Data Warehousing ? Service, Support & De-escalation ? Business

Needs Analysis

? PM Methodologies ? Systems Analysis & Integration ? System Lifecycle

Criteria

? Requirement Analysis ? Data Sourcing & Data Management ?

Matrix Team Leadership

? Applications Support ? Business Process Management ?

Outsourcing Partnerships

PROFESSIONAL EXPERIENCE

IT Operations/Support Analyst IV, Business Analyst VI - 2003 to Present -

Hewlett-Packard

Directed daily operations, service level agreements (SLAs), escalation

management, continuous process improvement, and support communications for

enterprise-wide implementations of Siebel applications. Service Delivery

Manager / Support Team Lead for PRM and CRM.

. Applications Support: Received multiple e-awards for adept handling of

critical, high-profile projects. Overcame hardware acquisition delays,

changes in outsourcing partners, and need to acquire training in new third-

party tools to meet drop-dead delivery dates. Built strong cross-

functional relationships through proactive communications.

. Business Systems Analysis: Continuously analyzed support system and

processes to meet support reduction goals. Used hands-on experience with

escalation process to formulate requirements that would lower ticket

volume for future releases. Served as support representative on

development team to provide relevant input.

. Outsourcing: Managed lean offshore teams from Mexico and India (up to 20

professionals) to consistently deliver outstanding support and service,

despite high rate of turnover. Leveraged support team's downsized

resources by winning approval for process change (physical move to

production) to development group.

. MTP Improvements: Enabled streamlining and tracking of move-to-production

(MTP) process by contributing key elements to supportability checklist.

Pioneered and managed business operations calls with support team for

global regions, in response to support team downsizing. Identified high-

priority service tickets for de-escalation.

JUDITH P. KAPLAN, PMP, ITIL Resume Page Two

PROFESSIONAL EXPERIENCE

Business Analyst VI - 2002 to 2003 - Hewlett-Packard

Designated support team lead and support analyst for daily operations,

SLAs, and business relationships with more than 12 data warehouses and web

applications in post-merger (Compaq to Hewlett Packard) environment.

. Business Support Analysis: Led analysis and implementation of transition

to outsourced service for data warehouse and web applications. Played key

role in developing specifications for future releases.

. Outsourcing: Oversaw interviewing, selection, and management of 2 on-

shore outsourcing partners. Detailed personnel requirements to support

applications and submitted in draft of statement-of-work for vendor.

. ITSM Operational Metrics: Introduced collection and publishing of ITSM

operational metrics for continuous improvement of outsourcing services.

Organized outsourced teams by specialty to properly route service tickets.

Change improved metrics outcomes.

. Applications Integration: Transitioned inherited applications in post-

merger environment. Initiated new definitions requirements and developed

specifications for IM projects, such as data merging and applications

retirement.

IM Manager I/II - 2000 to 2002 - Hewlett-Packard/Compaq

Directed matrix team of 7 IT professionals in enterprise-wide data

warehousing project

. PM Lifecycle: Managed full project lifecycle through go-live for

Logistics Data Warehouse and Integration Hub project (using zero-latency

architecture). Orchestrated transition from legacy warehouse to state-of-

the-art data warehouse using extraction, transformation, and load (ETL)

tools and SQL-7 database.

. Data Management Leadership: Obtained agreement from all stakeholders on

data management terminology and formulated into requirements definition

and needs analysis.

. Data Quality: Ensured data quality and business enhancements met

business goals. Managed high-volume of manufacturing warehouse and

logistics data, and introduced ETL tools for inbound data cleansing.

Business Analyst V/Information Systems Consultant - 1994 to 2000 - Compaq

. Global PM: Led project lifecycle for operational reporting development

and support within SAP release 3 for 24 countries (13 languages) in

European division deployment. Won Computer World Smithsonian Award for

Technology Innovation and Excellence.

. Technology Management: Oversaw sourcing, funding, vendor management,

specifications development, and implementation of new third-party tool

(Information Builders SNAPpack).

Information Systems (IS) Consultant - 1988 to 1994 - Digital Equipment Corp

Manager C IS / Principle Programmer Analyst - 1981 to 1988 - Digital

Equipment Corp.

EDUCATION & CERTIFICATIONS

BS, Mathematics & Sociology - Simmons College, Boston, MA

Certified Project Management Professional (PMP) - Project Management

Institute (PMI)

IT Service Management (ITSM) Foundation Certification - Council for Service

Management Education CSME

School of Industrial Management Certificate - Worcester Polytechnic

Institute, Worcester, MA - 4 year

CONTACT INFORMATION

Email: ****@*******.*** LinkedIn: http://www.linkedin.com/in/judithpkaplan

Mobile: 978-***-****

Address: 39 Washington Drive, Acton, MA. 01720

Email: ****@*******.***

LinkedIn: http://www.linkedin.com/in/judithpkaplan

Mobile: 978-***-****

Address: 39 Washington Drive, Acton, MA. 01720

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