Project Manager Customer Service

SHIKHA CHAUDHARY

*** ********* ? Hershey,

PA *7033 Home:

717-***-**** ? Cell: 717-***-**** ? Email: *********@*****.***

Project Manager with over 8 years of experience in different industries

Sound knowledge of effective analytical and quantitative practices and

extensive experience in gathering, managing and documenting business and

functional requirements

. Experience in enterprise analysis, cost benefit analysis, variance

analysis and root cause analysis.

. Seasoned professional, with outstanding project planning, execution,

monitoring and resource balancing skills with ability to support multiple

simultaneous projects in a matrix organizational structure.

. Excel at communicating with stakeholders to provide accurate reporting

and information regarding the ongoing projects and initiatives.

. Superior coordination of user acceptance testing of final IT

infrastructure and software development deliverables through iterative

evolutions.

. Manage product availability, pricing changes, upgrades, new releases and

renewal maintenance agreements, balance sheet and income statement

analysis

. Designed project plans which identify needs and define major tasks and

milestone, based on scope, resources, budget, and personnel.

. Created requirement documents, organizing and tracking requirement using

Requisite Pro

. Comprehensive knowledge of Software Development Life Cycle (SDLC), having

thorough understanding of various phases like Requirement Analysis,

Design, Development and Testing.

. Experience in working with geographically dispersed teams.

. Comprehensive knowledge of Waterfall, Agile and Six Sigma Methodology.

. Exceptional problem solving and sound decision making capabilities,

recognized by alternative solutions and accurate decision making coupled

with excellent communication and interpersonal skills.

. Well versed in different management scenarios like Quality Assurance,

Defect Tracking, System Integration and Scheduling.

TECHNICAL SKILLS

Management Tools : MS Project, MS Visio, Excel, Word, PowerPoint

Programming Languages : JAVA, C, C++, PL/SQL, VB 6.0/VB.NET

Web Technologies : ASP 3.0/ASP.NET, XML, XSL, HTML, JavaScript,

VBScript

RDBMS : ORACLE 8i/9i, MS SQL Server, MS Access, MySQL, DB2/400

Platforms : Windows 95/NT/2K/XP, UNIX, AS/400

Tools : Quick Test Professional, Bugzilla, Quality Center,

Architect, and AQT.

EDUCATION

. PG Diploma in Business Management scoring (3.4/5 CGPA).

. B.Com (H) from Sri Ram College of Commerce scoring 70%

. MS Finance (CFA-level 1) from ICFAI University scoring 66%

WORK EXPERIENCE

PennDOT

Role- Project Manager

Project - CAMMS (07/10 - Present)

CAMMS study is initiated by PennDOT to rewrite the CAMMS system. CAMMS

was initially built in 1993

. Strategized project scoping and specifications documents, to clearly

communicate the project roadmap.

. Facilitate biweekly SEMT team meetings and monthly Governance meetings.

. Performed Root Cause and Decision Analysis, Analysis of Alternatives,

Risk Management and System Design Concept Validation

. Identifying, tracking managing and resolving project issues.

. Proactively disseminating project information to all stakeholders

. Identified, managed and mitigated project risk

. Proactively managed the scope to ensure that only what was agreed to is

delivered, unless changes are approved through scope management

. Defined and collected metrics to give a sense for how the project is

progressing and whether the deliverables produced are acceptable

. Managed the overall schedule to ensure work is assigned and completed on

time and within budget

. Coordinated efforts with the projects' senior manager, clients and

technical team members to identify areas of opportunity and improve

project performance.

. Delivered project report cards with time, cost accounting and on-going

status.

. Worked with software vendors and internal development team to identify

opportunities to make client & product setup more configurable

. Defined a standard product with the help of business users and existing

software capabilities, that is flexible to handle client customization

where needed and minimize operational impact.

. Provided leadership and direction to project teams by understanding

business processes, gathering requirements, identifying potential

usability issues, managing scope, and ensuring that an appropriate level

of application quality was maintained at all times.

. Responsible for defining fields for the files and reports used for

communication with Vendors and clients and mapping of the fields in them

to the existing database

. Prepared work-flow scenarios and designed new process flows for the

proposed system.

. Created the Quality Centre templates for Business and functional

requirements and uploaded to Mercury QC for defect tracking

WORK EXPERIENCE

ACCESS GROUP INC, DE

Role-Web stream Project Coordinator

Project - TPS (Third Party Services) (12/09 - 06/10)

TPS is a project initiated by AGI group to position themselves as a full-

service third party private student loan service provider. The application

developed by them is used for loan origination, loan servicing and/or

Portfolio management services .This application was marketed to those

clients (financial institutions) that are interested in outsourcing all or

part of their existing private student loan operation or the clients that

are interested in adding private student loans to their product portfolio

but do not have the required infrastructure.

Responsibilities:

. Clarified client requirements, business needs and project objectives, via

feedback sessions and client meetings, in collaboration with all

stakeholders.

. Performed Gap Analysis to formulate the business architect framework

. Identify & develop configuration setup conditions and parameters for each

of the currently used AGI business application that will be used to

support the delivery of 3rd Party Services solution

. Gathered requirements during inception phase, documented and delivered

functional specification documents, and assisted architecture analysis

and design using QTP tools for all three web Interface-Borrower, School

and AGI internal user

. Collaborated with Sales and Marketing teams and third-party technology

distributors to facilitate communication for 3rd party client & product

setup.

. Responsible for the management of diverse areas and complex projects;

with the ability to influence, work with, and manage technical staff in

order to respond quickly and effectively to changing priorities.

. Determined user/business/functional requirements. Created vision, scope,

and use case documents; business process models, use case diagrams,

activity diagrams, and state chart diagrams.

. Worked with QA team to design test plan and test cases QUALITY CENTER for

stability testing and smoke testing

WORK EXPERIENCE

GE MONEY FINANCIAL SERVICES LTD, IA

Role- Project Coordinator (12/08- 11/09)

Project Miracle

Role- Business Analyst Lead (02/06 -11/08)

Project Miracle

'MIRACLE' is a client-server application developed by GE Money, a non

banking financial company. The application provides front-to-back

commercial loan processing solution that covers the entire life cycle of a

loan - from origination and deal tracking to accounting and settlement. It

is used used by Operation and Credit analysts to resolve the disbursement

issues and Collection Analysts to resolve the collection and updation

issues. The application is used for displaying Customer information to

analyst, detecting potential fraud, analyzing the Credit history,

determining the loan amount for approval and deciding the tenure of loans

on the accounts.

Responsibilities:

. Documented the user, business and functional specifications using various

Business Modeling Tools.

. Conducted business analysis, project assessment and feasibility

determination.

. Provide assistance and mentor other quality analysts to enhance their

skills and build technical and business knowledge.

. Traced requirements from inception through design to testing and

implementation with a requirement traceability matrix.

. Performed impact analysis on production fixes and enhancements to

establish priorities.

. Liaise between Product management, Line of Business clients and the

software publishers

. Manage product availability, pricing changes, upgrades, new releases and

renewal maintenance agreements

. Coordinated work plans between project manager and client using MS

Project.

. Successfully recommended a new internal assessment platform for

collection executives to enhance their productivity.

. Determined user/business/functional requirements. Created vision, scope,

and use case documents; business process models, use case diagrams,

activity diagrams, and state chart diagrams. .

. Conducted Joint Application Development (JAD) sessions with stakeholders

throughout SDLC to resolve open issues. .

. Involved in detailing project mission, data process flow diagrams, and

timelines.

HCL TECHNOLOGIES AMERICA

Role- Business Analyst Lead

Project - GSI Commerce (10/04 - 02/06)

GSI Commerce is a leading developer and operator of e-commerce solutions.

GSI develops and operates online retail and direct response marketing

business for 48 retailers, manufacturers, media companies and professional

sports organizations across the country.

Responsible for gathering requirements from the inception phase,

documenting and delivering functional specification document of fifteen

online stores: with main concentration on six of them

(www.thesportsauthority.com, www.polo.com, www.timberland.com,

www.fogdog.com, www.katespade.com, www.tweeter.com).

Responsibilities:

. Involved in eliciting, documenting and evaluating business requirements

which involve multiple organizations and technical topics.

. Interface with subject matter experts in marketing, finance, business

development, customer service and technology departments and to decompose

high level ideas into detailed specifications

. Provide input to Quality discipline - incorporating knowledge of best

practices as well as institutional knowledge.

. Coordinated work of employees and outside contractors to meet deadlines,

budgets, and client demand. Provided situational leadership to motivate

individuals

. Worked with SQL queries for data manipulations.

Role - System Analyst

Project - IMPACT (04/02- 09/04)

Frasher William Pharma System is a leading worldwide provider of solutions

and services for the management of Clinical trials. 'IMPACT' is a product

developed by the company as a comprehensive, flexible, enterprise-wide

software solution that aids major pharmaceutical companies.

Responsibilities:

. Acted as the primary liaison between the business community,

technology organization and external partners for all project

requirements during the analysis phase of a project.

. Involved in pre project Enterprise Analysis to help formulate business

architecture.

. Determined project needs and resource requirements for the successful

completion of the project.

. Updated and maintained 150+ page site, reinforcing branding and

marketing.

. Addressed change management issues and assisted in test planning.

. Assisted the technology team with detailed design work including

splitting a large project into phases, reviewing technical design

deliverables, and helping to build usability into the application

software.

. Monitored expenses to ensure compliance with budget by performing

monthly variance analysis

REFERENCES: Available upon request.

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