Project Manager Management

Manju Achappa

***** ********** ***** . *******, ** 46037 . Tel: 419-***-**** (C)

317-***-****(H) . E-mail: abl5av@r.postjobfree.com

P R O J E C T M A N A G E R . S O L U T I O N S I M P L E M E N T A

T I O N

PMP certified, excellence-driven, solutions-focused project manager

experienced in leading teams and promoting strong, collegial customer

relationships for software development projects. Articulate communicator

who can fluently speak the languages of both people and technology,

blending technical expertise with exceptional interpersonal skills while

interacting effectively with customers and technical/engineering teams and

adept at delivering presentations and demos.

. Planned, directed, managed complex technology as well as operations

projects and ensured that objectives were accomplished in accordance

with outlined priorities.

. Analyzed results of operations to discover more efficient ways to

utilize resources.

. Managed and coordinated the development of multiple projects

simultaneously with successful results.

. Consistently met or exceeded timeline and budget constraints for all

projects.

. In-depth experience in successfully executing project management

methodology using the PMBOK .

. Proven experience in developing processes using Six Sigma methodology

for better dissemination of information.

Professional Experience

Fiserv, Dublin, Ohio 2008-2010

Project Manager- Staff

. Coordinated management of multiple related projects directed toward

strategic business and other organizational objectives.

. Built credibility, established rapport, and maintained communication

with stakeholders at multiple levels, including those external to the

organization.

. Maintained continuous alignment of program scope with strategic

business objectives, and made recommendations to modify the program to

enhance effectiveness toward the business result or strategic intent.

. Executed and maintained program management processes and disciplines

in the areas of: program schedule and quality management;

communications management; human resource management; cost management;

procurement management; risk / issue management; change management.

. Mentored and assisted associates in PM methodology and encouraged best

practices in project management and project planning.

. Defined and directed project goals, objectives, critical success

factors, milestones, and risks.

. Collaborated with customers, partners, and internal constituencies to

ensure successful implementation of solutions

. Delivered projects on time and on budget with level 1 estimates.

. Demonstrated leadership skills in the Project Management Office (PMO).

Hosted monthly PMO leadership project review as well as the intake

process for projects into the PMO.

Senior Business Analyst 2007-2008

Established processes that improved the efficiency of the Call Center in

the areas of phone, email, claim, back-office, and web chat channels. This

enabled the call center to meet overall sigma score for the year.

. Ensured the deliverables are timely. Proactively solicited feedback to

assess and enact improvement and engaged the right people to assist

with completion.

. Project challenges have been overcome by engaging the team in dialogue

and doing what it takes to achieve the desired results.

. Customer satisfaction continued to be one of the top priorities when

completing tasks.

. Identified project gaps potentially impacting external or internal

customers and devised solutions to remedy.

Yellow Roadway Corporation Worldwide Technologies; Akron, Ohio 2006-

2007

Business Analyst

Developed and established a business process to better disseminate

information from the Business and Technical sides to the Helpdesk that will

be critical for customer support.

. Conducted JAD sessions and one-on-one meetings with project

stakeholders to identify the needs for a better communication process

between the Helpdesk and the Business and Technical divisions. Used

PowerPoint presentations to communicate the broad requirements to the

Technical Team.

. Developed process flows for the as-is and the to-be processes using

Visio in a Swim lane format.

. Established a process to improve the communication between the

Business and Technical side and the Helpdesk so that the Helpdesk

staff can perform more efficiently.

. Analyzed the impact of proposed solution across the business,

explained business requirements/specifications to the helpdesk team,

and contributed a process perspective during design reviews.

. Conducted business process modeling and generated applicable scenarios

for knowledge base in the Knowledge Tool of ServiceDesk r11.

. Trained in ServiceDesk Knowledge Tool Administration.

Tritech Information Strategies; Kennebunk, Maine 1999 -2000

Software Consultant

As team leader, oversaw the development and deployment, at various client

sites, of a world-class support capability and enterprise problem

management tool using Peregrine ServiceCenter, which assisted in the

management of infrastructure effectiveness.

. Provided developmental guidance and first and second level technical

support for certified ServiceCenter consultants on other projects,

which resulted in reducing the time a consultant had to wait for a

response from the software developer.

. Analyzed the needs of the clients and proposed and gained acceptance

for customization of the ServiceCenter tool to meet the Helpdesk needs

of the clients.

Representative client projects:

Millennium Pharmaceuticals

As a Team Lead, designed and developed various modules of ServiceCenter,

including Service, Problem and Inventory Management modules. This helped

streamline the problem escalation and tracking process for better IT

infrastructure management.

SITA Airport Services

As a Team lead, analyzed project with regard to the amount of data that

needed to be input into the Helpdesk system, screen design, coding and

documentation of Problem and Change Management modules of ServiceCenter.

This system gave an automated IT infrastructure management system

worldwide, thus ensuring prompt service for infrastructure management

problems.

Discover Card Services

As a team member, provided business and systems analysis to improve

efficiency within the company's business systems and processes.

Cutler-Hammer

As Project Manager linked the client's fax system with ServiceCenter,

enabling prompt response by the service engineers to IT infrastructure

management problems.

Software Solutions and Services Inc; Silver Springs, Maryland 1998-1999

Software Consultant

As a team member, implemented and customized ServiceCenter package at

various client sites. When indicated, provided project analysis in regard

to the data that needed to be captured, screen design, and coding for the

Change Management module of ServiceCenter.

As a consultant, worked on requirements gathering, analysis of the data

gathered to convert it to screen designs, coding and documentation for

Service and Problem Management modules of ServiceCenter with Quality

Assurance activities to ensure highest quality standards. Also conducted a

Statement of Work analysis and workflow for various modules of

ServiceCenter

Skills

Project Methodologies: Joint Application Development (JAD), Rapid

Application Development (RAD), Iterative,

Rational Unified Process (RUP), Waterfall,

Agile Software Development, Build and Fix.

Project Management Software: Microsoft Project 2003/2002/2000/98,

PowerPoint, Excel, Outlook

Business Analyst Skills: Business Case Development, Code Review,

Communication Skills, Contract-style

requirement lists, Decision Making, Design

Documentation, Functional Requirements,

Interviews, Information Skills, Leadership

Skills, Manage Expectations, Measurable goals,

Negotiation, Non-Functional Requirements,

Problem Solving, Process Mapping, Statement of

Work documentation, Project Planning and

Management, Prototyping, Requirement workshops

or JAD Sessions, Software requirements

specification, Technical Assessment, Technical

Documentation, Use Case Development

Software Development

Languages: Visual Basic, SQL, HTML 4.0, Visual Source Safe, Rational

Rose, Visio and MS Office

Helpdesk Software: Service Desk r11, ServiceCenter 2.1-3.0

Desktop/Server OS: UNIX, WINDOWSXP/2000/98/NT4

Reporting Tools: Crystal Reports

Database: Microsoft Access, Oracle7.3, Oracle8i, Oracle

9i.

Education

M.S., Management Information Systems, University of Akron; Akron, OH

May 2003

B.E., Electrical Engineering, Bangalore University; Bangalore, India

August 1995

Certifications

Project Management Professional (Project Management Institute)

November 2009

Six Sigma - Yellow Belt certified (Fiserv) February 2008

References

Available upon request

Contact this candidate