Project Manager Customer Service

Juana M Judson

(H) 773-***-**** **** N. Avers

(C) 773-***-**** Chicago, IL 60618

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

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Summary

Business Analyst professional with over 12 years experience in information

technology strategy, requirements analysis and customer service.

Key Strengths:

Technical Support Project Management Customer Liaison

Training Systems Administration Document Management

Administration

Resource Management Task Analysis Customer Needs Assessment

Change Management Communication Administrative Processes

Professional Experience

RREEF/Deutsche Bank, Chicago, Illinois 2008 to 2009

Business Analyst/Project Manager

Global Securities group workflow project lead: Responsibilities included

data gathering, charting and communication flow between global teams.

CTI conversion project team: Worked with accounting groups corporate wide

to extract critical data from existing systems prior to upgrade.

RIMS Acquisition project team: IT liaison between business partners and the

development team overseas. Created test scripts for IT and the

acquisitions/value add groups. Actively involved in UAT prior to system

going live.

RREEF/Deutsche Bank, Chicago, Illinois 2007 to 2008

Supervisor - Level III Network Administration/Help Desk

Managed support teams in Chicago and San Francisco with 3 direct and 5

indirect reports. Responsible for annual performance reviews. Acquired

experience in developing performance improvement process plans for

subordinates.

Accountable for certain contract renewals, monthly billings (A/P), software

licensing and departmental documentation including run books.

Escalation manager for Level III team on help desk using GWI Remedy and

c:Support.

RREEF/Deutsche Bank, Chicago, Illinois 2003 to 2008

Network Administrator

Active Directory/Identity Management Administrator in Windows 2000, XP and

2003.

Experience running SQL queries.

Responsible for company wide system backups as well as file restores using

CA ARCserve.

RREEF/Deutsche Bank, Chicago, Illinois 1998 to 2008

Lotus Notes Administrator

User account creation and removal as requested by HR and department

management.

Troubleshooting technical issues on both the server and desktop.

Created group calendars and shared address books for business units.

Processed requests for access and restriction of rights.

RREEF/Deutsche Bank Email Integration project/Team lead. Accountable for

data gathering from all business units to ensure accuracy.

Cleaned up existing environment prior to migration.

Tested all migrated applications and data prior to business sign-off.

RREEF, Chicago, Illinois 2000 to 2006

BES Administrator

Procured and configured all Blackberry mobile devices for entire company.

Technical support for both server and handheld devices.

RREEF, Chicago, Illinois 2000 to 2005

New Site Setup Technical Coordinator

Managed all connectivity requests for opening, relocating and closing of

offices both commercial and residential. Over 120 offices throughout the

continental US.

Purchased all computer equipment including peripherals.

Monthly billing reconciliation for all sites (AR/AP)

RREEF, Chicago, Illinois 1996 to 2005

Senior Technical Support for Securities group

First point of contact for upgrades both hardware and software including

Bloomberg equipment.

Created custom reports for use by traders using Axys.

Ran quarterly SQL reports to send to Plexus group for quarterly trade

analysis.

Latent Zero rollout project team/Technical lead. Researched requirements

set by Securities group as well as Compliance team for both servers and

software.

Application testing prior to UAT and on-site support after project

completion.

Disaster Recovery project team/Technical lead. Worked with network

engineers to install DR environment to adhere to compliance mandate. Tested

and troubleshot all known issues prior to rollout.

First point of contact for business unit during UA.T

RREEF, Chicago, Illinois 1997 to 1999

Training Coordinator

Held brown bag lunches to gathering data requirements from internal clients

for customized training.

Worked exclusively with vendor to produce requested courseware.

Scheduled all classes and setup and tore down classrooms for each training

event.

RREEF, Chicago, Illinois 1996 to 1998

IT Support Level II

Application support including but not limited to MS Office Professional,

Windows 2000, XP and Lotus Notes .

Configured and installed PC's and peripherals while providing technical

support both local and remote.

Education

Certificate, Lean Six Sigma Black Belt, Minor: Green/Lean belts 2009

Villanova University, Chicago, Illinois - (Online) Master Certificate Six

Sigma

Associate, Computer Technologies 1986

Control Data Institute, Chicago, Illinois

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