Project Manager Customer Service
Resume:
John Hyer, PMP
Denville, NJ 07834 ********@*****.***
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Results driven Project Manager with 15+ years of extensive experience in
Information Technology. Proven management and team leadership abilities;
able to keep projects on track even under difficult circumstances, build
consensus amongst all stakeholders and deliver quality results. Self-
motivated and innovative thinker, committed to continuous improvement of
team and process. Excellent communication and interpersonal skills and
readily acclimates to change.
Professional Summary
. Experienced in all aspects of Project Management including: planning,
monitoring, cost tracking and execution. Served as PM on numerous high-
profile projects delivering quality results on-time and on-budget.
. Effectively applied full SDLC knowledge to oversee the application
development process, including design, construction, unit testing and
implementation.
. Served a Functional Project Manager accountable for the Claim Information
System (CIS) supporting approximately 700 Claims users in US and Canada.
. Leveraged strong interpersonal skills such as: relationship building,
facilitation, negotiation and collaboration to effectively lead diverse
teams to achieve high quality results.
. Accumulated an in depth knowledge of the insurance and finance industries
with over 15 years combined experience.
. Experienced in vendor relations including the procurement and
installation of third party software solutions, creation of SOW and SLA
documents and the management of vendor resources.
. Utilized extensive web, client/server, and mainframe development
experience to help develop feasible and innovative technical solutions to
meet business needs.
Professional Experience
The Kent Group - Client: Chubb & Son, Warren, NJ
IT Business Services Manager - Claim Department
2010 - Present
. Develop and implement processes to improve customer service and increase
productivity in the areas of system support, training and user acceptance
testing.
. Manage a team of 9 support technicians. Instill accountability,
encourage leadership and promote teamwork to build a highly productive
team.
. Collaborate with business users and IT managers to understand business
priorities while overseeing the delivery of all claim enhancements to a
customer base consisting of over 2500 users.
Chubb & Son, Warren, NJ
IT Project Manager - Claim Department
2008 - 2010
. Managed the Claim Information System (CIS) including: development
efforts, system maintenance, production support, release management and
compliance.
. Plan, monitor and execute projects using Project Management Institute
methodology to maintain and enhance the CIS application. Key projects
included: Check Print Rewrite, Claims Data Center Migration and a Claims
First Notice of Loss EDI application.
. Worked with business customers and IT managers to understand business
needs and manage cross-team impacts.
. Responsible for developers on the CIS team including: work assignments,
oversight, mentoring, reviews and career development.
. Apply incident management methodology and root causes analysis to improve
quality of the Workstation application and to provide excellent customer
service to its users.
. Managed within a virtual team structure as all developer resources were
located off-site in Simsbury, CT.
. Effectively utilized the SDLC in completing the following project
deliverables: project charter, feasibility study, project estimates,
project schedule, resource plan, risk assessment, stake holder analysis,
business requirements, issues matrix, test and release planning
strategies.
. Led the transition of the CIS application and team from one SBU to
another. Key transitional activities included: help desk support,
release management processes, business analysis / testing activities (ST,
UAT & RT), sox compliance, disaster recovery and the SDLC process. All
transitional activities were completed on or ahead of schedule while
keeping both team productivity and customer service levels high.
IT Project Manager / Business Analyst - Claim Department
2003 - 2008
. Demonstrated the ability to multi-task effectively serving as both PM and
I/T BA while completing all projects on time with a very low occurrence
of production defects.
. Prepared and managed project plans for initiatives utilizing Microsoft
Project, managed team assignments, completed weekly management reports
and tracked project status.
. Collaborated with management, business partners, developers and vendors
to gather business rules, analyze work flow processes and recommended
solutions to streamline business operations and improve efficiency.
. Created detailed project deployment plans and checklists to help ensure
seamless application delivery.
. Effectively utilized vendors to develop 3rd party software solutions.
Contracted MapQuest to provide a vendor based solution for preferred
vendor locator application. This project was widely successful and was
completed ahead of schedule and under budget.
. Leveraged vast technical experience to help develop innovative solutions
to meet business needs.
. Successfully delivered 16 projects adhering to the Business Analysis
Framework including creation of: Feasibility Studies, BRDs (Business
Requirements Document), Detailed Test Plans and Test Cases.
. Mentored junior BA's.
Prior Relevant Experience
Chubb & Son, Warren, NJ
Sr. Programmer Analyst
Smith Barney, New York, NY
Programmer Analyst
Education
Stephens Institute of Technology, 2002 Graduate Certification in
Information Management
The Chubb Institute, 1991 Degree in Computer Programming
The University of Tampa, 1986 B.S. in Business Management
Affiliations
Project Management Professional (PMP), 2008 - Present
Member of International Institute of Business Analysts, 2007 - Present
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