Project Manager Customer Service

MARIA SCAGLIONE, MBA 609-***-**** Hamilton Square, NJ 08690

***********@*******.***

SUMMARY:

* Creative, highly-motivated professional with excellent communication,

multi-tasking and organizational skills.

* Quick learning curve and results-oriented approach.

* Management of programming/database operations, utilizing a wide variety

of software tools.

* Extensive problem-solving and trouble-shooting expertise within diverse

functions and industries.

* Proven track record of providing quality business solutions that satisfy

the organization's requirements.

* Successful completion of major projects within specified time, budget,

and quality objectives.

* Utilization of SDLC software development lifecycle, including planning,

requirements-elicitation, documentation, business process models, use

cases, activity diagrams, dashboard, functional specifications,

implementation, UAT testing, quality assurance, reporting, metrics

assessment, lessons learned, post-production support, user training.

PROFESSIONAL EXPERIENCE:

Project Manager/ Business Analyst Merrill Lynch/Bank of American -

Pennington NJ 2010

Responsible for enhancements to the Global Wealth Management Intranet

website platform utilized by the Financial Advisors.

> Identify methods for improving site navigation and search

functionality.

> Deploy enhancements to improve access to forms, marketing materials,

and investment information.

> Analyze user feedback via telephone interviews and survey

questionnaires.

> Refine governance standards to facilitate integration/teamwork between

IT and the business groups.

> Utilize MOSS SharePoint workflow and Web Trends tracking/reporting.

> Prepare business requirements. Coordinate development/testing

activities and post-production validation.

Senior Applications Business Analyst/ Project Manager

Educational Testing Service - Ewing, NJ

5/2003 - 9/2009

Provided IT support for this $1.4 Billion global provider of testing

services. Managed a portfolio of software applications utilized by internal

clients in Operations, Printing & Publishing, Finance, Legal, HR, and

Customer Service Center. Utilized ROI/CBA and SDLC processes to manage

projects. Maintained on-going communication and liaison coordination

activities with project stakeholders, development staff, and vendors.

Software tools included SharePoint, MS Project, Visio, Word, Excel,

PowerPoint, Dimensions, PeopleSoft.

> Utilized Agile and Waterfall lifecycle development to manage software

projects.

> Planned, directed and coordinated the activities of technical teams

and direct interface with the user groups.

> Responsible for annual updates to applications to increase

functionality and improve workflows.

> Coordinated software enhancements, platform migrations, PC and printer

hardware upgrades.

> Enhanced application performance and security by migrating

applications to web e-commerce platforms.

> Responsible for enhancements to financial applications associated with

the tracking and reporting of vendor expenses, printing & mailing

charges, and overhead allocations.

> Responsible for creating and maintaining data feeds between supported

applications and the PeopleSoft modules for Time & Labor, Accounts

Payable, Accounts Receivable, and Customer Relations.

> Responsible for retirement of applications, data archival, and

transfer of functionality to new systems.

> Responsible for electronic score reporting to colleges and

universities.

> Improved score reporting time for College Board Advanced Placement

exams by 40%.

> Improved the efficiency of GRE and SAT workflows by 25%.

> Deployed reporting tools to provide accurate Service Level Agreement

results to the College Board client.

> Participated in business continuity, disaster recovery and internal

audit processes.

Senior Consultant - Project Management Port Authority of New York & New

Jersey 2001 - 2003

Identified business requirements for selecting a state-of-the-art computer

system to manage $16 Billion assets at airports, bridges, tunnels, bus

terminals, railway and port commerce facilities.

> Defined key performance indicators that improved asset

management/maintenance activities by 25%.

> Applied best practices for business process re-engineering.

> Conducted JAD sessions involving collaboration between internal

groups. Interviewed vendors.

> Compiled a comprehensive reference library on the intranet website.

MARIA SCAGLIONE

Page 2

Technical Relations Management Consultant/ Project Manager

GMAC Commercial Mortgage - Horsham, PA

2000 - 2001

Responsible for conversion to paperless business operations within this $95

Billion multinational financial institution. Liaison between customers and

the development team. Utilized web technologies and Documentum for e-

commerce transformation, including document scanning, electronic indexing,

electronic approval, image storage and retrieval.

> Deployed an enterprise document management system that eliminated

90% of paper-based operations.

> Developed intranet applications and electronic e-forms that reduced

processing time and costs by 60%.

> Identified methods for sharing paperless financial transactions with

foreign affiliate business entities.

IT Strategic Planning Consultant PECO Energy Company -

Philadelphia, PA 1999

Formulated corporate IT re-engineering strategies for this electric

utility. Identified key initiatives, business drivers, opportunities, and

justification for business/IT alignment. Conducted benchmarking sessions

with other utilities.

Investigated methods for implementing e-commerce processes and Internet

solutions within the new, deregulated environment. Defined a shared-

services infrastructure and governance standards for maximizing the

utilization of the ERP system throughout the organization.

Y2K Contingency Planning Consultant Janssen Pharmaceutica -

Titusville, NJ 1999

Developed disaster recovery plans for all critical processes. Provided the

organization with an 'insurance policy' to minimize the impact of major

disruptions that might occur at any future time. Utilized the Documentum

system.

> Formulated action plans to maintain continuous business operations.

> Identified and prioritized critical third party suppliers and

resources.

> Met with other Johnson & Johnson companies to develop shared

solutions.

> Developed strategies to ensure the flow of regulatory reporting

information.

Information Systems Engineer Captive Plastics,

Inc. - Piscataway, NJ 1997 - 1999

Provided IT support and business analysis for this national manufacturing

organization. Maintained database systems and implemented software

modifications, including migrations to new systems. Supported help desk,

asset management, and sales force automation systems.

> Generated the $82 Million fiscal budgets for the entire organization.

> Produced rolling forecast reports that reduced inventory levels by

25%.

> Involved in the implementation of an ERP system that replaced 70% of

the existing systems.

> Developed software tools that reduced order processing time by 50%.

> Created training/procedure manuals and standardizing reporting that

produced substantial time savings.

Consultant - QA/QC Testing

1996

Educational Testing Service - Princeton, NJ and Allied Signal -

Morristown, NJ

Performed QA/QC testing of new software products on multiple platforms.

Coordinated systematic testing to validate functionality. Responsible for

preparation of test scripts, stress-testing, training sessions and user

documentation.

Database Management Consultant Environ Corporation -

Princeton, NJ 1992 - 1996

Managed a database containing a 40-year sampling history for use in EPA

Superfund site litigation proceedings.

> Compiled over 500,000 samples and applied them in numerous reports,

graphs and statistical analyses.

> Performed QA/QC review of groundwater and soil samples utilizing a

variety of software tools.

> Coordinated data compilation from various external sources.

> Met regulatory reporting deadlines and contributed to the successful

resolution of litigations.

MARIA SCAGLIONE

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Financial Analyst Tricon, USA - Somerset, NJ

1990 - 1992

Analyzed profitability and performance results for this $500 Million

commodities trading firm.

> Reduced overall trading costs by $250,000 per year by anticipating

future trading volumes, calculating breakeven points, evaluating the

costs of purchasing seats on commodity exchanges vs. transaction

costs.

> Produced significant cost savings and increased efficiency by

upgrading reporting systems.

> Created an application that improved trading strategies by providing

commodity traders with performance feedback.

Generated profitability results, risk & volatility studies, commission

and volume optimization analyses.

EDUCATION:

New York University - Stern School of Business - Master of Business

Administration - Finance

New York University - School of Engineering and Science - Bachelor of

Industrial Engineering

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