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Project Manager Customer Service

8830, United States
May 27, 2010

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E M A I L : N K H A N N A 2 0 0 6 @ YA H O O . C O M


Results oriented analytical business professional with more than 8 years of experience in various industries.

Combining technical depth with business and analytical skills I have been driving the business roadmap, software

design, development, integration and optimization across various industry verticals and organizational make ups. I

have passion for innovation, problem solving and for driving ideas from inception to release into the market.


Application Development Strategy Defining business problems and proposing solutions.

Front End Application Architecture Interpreting requirements to develop both the topographic layout of information

spaces and their relationships to each other as well as the prototypes that will serve as the framework for an interface.

Feature/Function Design – The gathering and qualification of requirements for websites and applications in accordance

with clients needs. Strong proponent of a “customer first” approach.

Feature Value Analysis The qualification and quantification of all attributes of an application. The output of this

process will define the targets that establish the scope of development. .

SharePoint Seasoned user in SharePoint technologies (front end administration) MOSS 2007, MS SharePoint Portal

Server 2003, MS WSS for collaborative solutions.


Information Architect/Business Analyst – Confidential Company A April 2010 – June 2010

“Company A” is a premier provider of specialized IT services dedicated to the Life Sciences and Healthcare industries.

I am the lead Information Architect for a fixed bid project with key deliverables that will drive development and scalability

of the solution when it comes to visual representation of the business.


• Revamp current corporate intranet for a global pharmaceutical organization

• Create scalable templates for getting additional departments in a consistent and rapid manner

Information Architect/Business Analyst – Confidential Company B 2008 January 2010

DefinedLogic is a team of talented and experienced creative thinkers, analysts, architects, developers and designers. This

diverse team of experts come together to help clients achieve results through the development of web based systems.


• Translated Enterprise and Application level requirements to visual solutions.

• Wrote documents to accommodate additional scope during later stages of the life cycle.

• Wireframes, Use Case, Workflow, and Usability test guidance.

• Work with developers to ensure their designs meet requirements.

• Created Lists in SharePoint for IA requests (internal) to capture project requests, status and final delivery.

Selected Client Accomplishments:

• AT&T Wireless – Lead IA for Support section. Solution consultant for various projects such as online wizards

(device troubleshooting, warranty exchange). Transfer of Service project eliminated significant call volume (averaging

19 minutes a call) to an online solution. Created a metrics portal consolidating several databases now used by Directors,

not available earlier.

• HQSI (Healthcare Portal) – Primary consultant on a new site design that was implemented by end client radically

improving their B2C portal.

Business Analyst / Information Architect Infotech Global Inc. 2003 2008

Infotech Global Inc. (IGI) is a leading provider of IT solutions and services with a focus on the healthcare industry.


• Experienced in matrix management, leading and monitoring cross organizational processes (with Dev teams, UAT,

Product Management, Sales, and Business Development).

• Gathered and wrote business requirements supplemented by use cases after interacting with various stakeholders

(Customer Service, Marketing, Billing, Professional Services, IT).

• Created mock ups and wireframes for web programmers, and developers assisting in deployment

• Executed fixed bid projects stressing on deadlines and avoiding scope creep.

• Worked with off shore teams to coordinate and implement solutions.

Selected Client Accomplishments:

• Bracco Diagnostics (Provider of medical supplies) – Promoted from Web Analyst to Project Manager overlooking 3

resources (multimedia group). Consolidated various approaches / tasks of the team into a custom SharePoint solution.

Managed project requests from initiation to delivery. Upper Management could instantly get status of each resource

along with daily / weekly / monthly revenue reports.

• Kraft Foods – Migrated information from Lotus QuickPlace (Manager) to Microsoft SharePoint (Administrator)

after analysis of approach. Administrator for 17 tem sites. Found gaps in billing system and saved $30K/month on the

leased equipment project. Authored custom manual for network firewall project.

• MedComConnect (Online resource for medical professionals) – Conducted an Impact analysis of the intranet after

interacting with Project Managers and QA Testers. Evaluated the potential impacts of existing and new business

functionality to the current production environment. The assessment was an integral part of the development planning


• New York Power Authority (NYPA) & Fortune 25 Client– Designed and consolidated requirements in a 1 page

solution, offering health care options on a fixed bid project. All requirements and deadlines were met within 4 weeks,

studying existing state, forecasting a future state and avoiding scope creep. A similar achievement was accomplished on

a Fortune 25 Client.

• Novartis – Assessed and charted end page flows according to various use cases (such as eligibility, repeat

customers, fraud etc.) in compliance with unique state laws for patients entering the BP program.

• US Department of Housing and Development (HUD) – Assessed and moved archaic, unsupported database

systems to industry standard solutions after consulting with SMEs and HUD Enterprise Architects.

• Exchange Place (eBay of Services) – Updated portal flow architecture to empower end users and reduce call volume

to Customer Service Teams.

Business Analyst – Network Innovations, Inc.(Startup) 2001 2003

NII is a Managed Internet Service Provider (MISP) that helps entrepreneurs launch branded ISP’s using portal technology

(PHP Nuke) similar to AOL or MSN.

Selected Client Accomplishments:

• Promoted from Web Analyst to Account / Project Manager overlooking all aspects from project initiation to delivery.

Overlooked the launch of 8 Client portals with coordination from Business, System Analysts, Customer Service teams

and 3rd party vendors.



• Agile and waterfall methodologies. Actively facilitate requirement discussions (JAR) or JAD sessions.

Portal Technologies & Operating Systems

• MOSS 2007, MS SharePoint Portal Server 2003, MS WSS, MS Content Management Server (CMS), Lotus

QuickPlace, PHP Nuke. Windows, MacOS, Linux / Unix.

IA Tools

• MS Visio, familiar with Axure RP Pro, iRise, card sorting.

Web Management / Authoring

• Macromedia DreamWeaver / UltraDev /, Macromedia Fireworks, Adobe Photoshop, Adobe Acrobat, GoLive,

Illustrator, PageMill, Microsoft Front Page, Web Trends (Web Stats application), RoboHELP X3.

Programming Technologies

• HTML, CFML, familiar with DHTML, ASP, SQL, SQL PLUS, Manipulation of CGI and Java scripts.


Bachelor of Science in Industrial Management, The College of Business Administration,

The University of Akron, August 2001; Major: Information Systems (MIS)

• Honors: Dean's List: Spring 1999, Spring 2001

• President Management, Information Systems Association

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