Customer Service Project Manager
Resume:
TARIC HEGAB
ARCADIA, CA *****
CELL: 626-***-****
EMAIL: ******@*****.***
OBJECTIVE A polished professional manager, seeking a Business
Analyst/Project Manager leadership role; where my
experience, academic credentials, existing customer-centric
training, and overall creativity will be put to use.
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QUALIFICATIONS *Extensive managerial experience in an IT environment
*10 years of Information technology and customer service
experience in numerous customer service environments
including Enterprise Medicaid systems, Point-of-Sale
Software Systems, Semiconductor Industry, hotels,
restaurants, and retail environments.
*Experience in IT System Implementation from requirements
gathering through user acceptance testing and documentation
development.
*Extensive executive managerial training at UAA, Leadership
Anchorage, Xerox
*Extensive networking, database, and system analysis
training.
*Excellent written and verbal communication skills along
with excellent presentation and delivery skills
* Extensive Project Management Communication skills that
supported up to 200 Alaska Project Employees on a regular
basis.
* Proficient with all aspects of Microsoft Office 2007,
Office 2003, Visio,
Microsoft Windows 7 and Microsoft XP.
*The ability to multi-task and be part of a team effort
necessary to ensure successful task completion.
*Extensive end-user training expertise and nominated as one
of top corporate trainers.
EXPERIENCE
1/08 - Present Affiliated Computer Services, A Xerox Company,
Anchorage, AK
Business Analyst/SharePoint Administrator
Responsibilities include utilizing Project Management
Methodology in drafting and posting Project Management
Plans/Deliverables; performing clarifications of business
requirements, performing gap analysis between goals and
existing functionality, and designing process and system
improvements to increase productivity and reduce costs;
strong interpersonal skills, highly adept at diplomatically
facilitating discussions and negotiations with
stakeholders; recognized Project Management skills by
managing scope, mitigating risk and managing change
utilizing Change Control Boards; ensure timely delivery of
project milestones; manage and update Project Risks, Issues
and Action Items on a daily basis; SharePoint Administrator
for the Alaska Medicaid MMIS Project; On-Site IBM Rational
Tools Administrator; maintain ACS project organizational
charts; facilitate ACS Alaska Project new or transferring
employees access and permissions to SharePoint, EPM, IBM
Lotus Tools, IBM Rational Tools and Spark; performed
training; and other duties as assigned.
Key Accomplishments:
*Recognized as top Business Analyst who helped the Alaska
Project improve efficiency, output, and training; manage
scope, mitigate risk, and successful project delivery of
milestones.
*Recognized as the top Alaska Project IT professional.
*Recognized as the ultimate team player who was able to
implement policies and procedures, organizational flow
charts, administer tools (such as SharePoint, IBM Rational
Tools, LAN) and other documentations for $130 Million
Project.
7/07 - 10/07 Rogers Software Development Inc., Fairbanks, AK
IT Manager/Assistant Project Manager
Responsibilities included managing an entire department and
delivering Point-of-Sale software, to a Fortune 500
company, with time-sensitive deadlines; responsible for the
development, testing, and the implementation of a Point-of-
Sale system for REGIS INC. worldwide; responsible for
building a department from the ground up, including
implementing training manuals, procedures, and outlines for
one of America's top 500 fastest growing companies;
responsibilities included attending primary and secondary
stakeholder meetings/summits, to ensure that the business
rules/requirements were met or exceeded; responsibilities
include hiring employees, personnel decisions, and setting
up employee objectives; responsibilities included setting
up networks and hardware configuration; training, and
other duties as assigned.
Key Accomplishments:
*Recognized as an IT Manager who helped the company improve
overall productivity, efficiency, and profitability.
*Recognized as the top IT Manager.
*Recognized as a top Quality Assurance manager for one of
America's fastest growing companies.
12/97- 6/99 Align-Rite Co., Burbank, CA
Business Analyst/Programmer
Performed clarifications of business requirements,
performed gap analysis between goals and existing
functionality, and designed process and system improvements
to increase productivity and reduce costs; wrote computer
programs; conducted meetings and seminars, facilitating
clients and systems requirements per primary and secondary
stakeholder feedback; performed training and other duties
as assigned.
Key Accomplishments:
*Recognized as the top programmer/AUTOCAD technician in
programming department.
*Recognized as the one programmer, in the department, who
was cross-trained
to perform dual duties of AUTOCAD and basic programming.
9/06 - 6/07 Cheesecake Factory Inc., Rancho Cucamonga, CA
Customer Service Representative/Lead Trainer/IT System
Analyst
Main responsibilities included generating numerous system
analysis reports for existing Point-of-Sale system for the
restaurant, and recommendations for changes to the existing
system and proposal of changes or new systems; designated
as lead trainer of new employees, in charge of training new
employees and generating/updating training procedures;
ensured customer service; relentless in the completion of
tasks and attention to detail.
Key Accomplishments:
*Recognized as the Employee of the Month in February 2007.
*Recognized as IT System Analyst whom helped the company
improve overall profitability.
6/02 - 9/05 Fairbanks Princess Hotel, Fairbanks, AK
Customer Service Representative/Lead IT Trainer
Responsibilities training new employees on current and
existing Point of Sale system to maximize employee
productivity; included general sales to potential
customers, given sales targets and goals by management and
always exceeding management's goals; was in charge of
diffusing negative customer service situations that may
have occurred due to management or customer errors.
Key Accomplishments:
*Deemed top corporate Princess Hotel trainer.
*Attendance record was impeccable, deemed very reliable and
dependable by management and peers.
EDUCATION
May 2010 MBA, University of Alaska, Anchorage, Anchorage, AK
Emphasis: General Management/Project Management - GPA -
3.92
June 2007 Bachelors of Science, Computer Information Systems
California State University San Bernardino, San Bernardino,
CA
Emphasis: Computer Information Systems - GPA - 3.60
AFFILIATED
ORGANIZATIONS
10/09 - 5/2010 Leadership Anchorage, Anchorage, Anchorage, AK
Certificate Completed: Leadership Certificate
10/09 - Present Phi Kappa Phi, Anchorage, Anchorage, AK
Action Completed: Certificate and Medal Given for top 5% of
class.
01/09 - Present Project Management Institute, Anchorage, AK
LANGUAGES - Basic reading and writing knowledge of Spanish
- Fluent in Arabic
LEADERSHIP - Conflict Resolution
TRAINING - Myers Briggs Personality
RECEIVED - Leadership Skills
- Group Facilitation
ACTIVITIES - Nominated for Chancellors List at UAA for GPA at 4.00
- Nominated for Dean's List at the UAA for GPA above 3.50
- Instructed, graded, and assisted undergraduates in a
senior level
- Entrepreneurial Business Plan class at the University of
Alaska, Anchorage
- Placed 3rd in Anchorage Business Plan Competition
- Wrote several business plans for profit and non-profit
organizations
- Involvement in track and field teams throughout high
school and college.
- Involved in student government throughout college.
-Given Dean's Honor List for achieving GPA above 3.50 at
CSUSB.
-Completed Equinox Marathon in 2005 and 2007.
REFERENCES
1/08 - Present Ali Yallah
ACS, a Xerox Company, Atlanta, GA
Position: PMO Director
Phone Number: 678-***-****
8/08 - Present Mary Hefty
Alaska Airlines, Anchorage, Alaska
Position: Station Manager for Anchorage Terminal
Phone Number: 907-***-****
8/08 - Present Ed Forrest
University of Alaska Anchorage, Anchorage, Alaska
Position: Chair of the Masters of Business Administration
Department
Phone Number: 907-***-****
Contact this candidate