Project Customer Service
Resume:
Harbinder Singh Riar
Castro Valley, CA
**************@*****.***
Results oriented professional with 15+ years of multi-platform experience
in coordination, analysis, development, maintenance, conversion, and
enhancement of complex projects in various industries. Very organized;
track record setting priorities, understanding and communicating complex
business processes. Fast learner - quickly grasp new ideas. Highly
effective at multi-tasking and managing diverse responsibilities. Self-
starter; works well independently and in a team. Excellent leadership and
verbal / written communication skills. Strengths include:
. Project coordination of multiple projects with end-users, technical
staff, project managers, senior leadership, and third-party vendors
. Project management, planning, initiation, control, and completion
within time constraints and budget
. Business Process Analysis, Business Process Improvement (BPI), Data
Modeling, Flowcharting including SIPOC Diagrams
. SDLC: Scoping, Analysis, Design, Development, Testing, Implementation,
Deployment, and Support.
. Change Management, Release Management
. Contractor hiring, on-boarding
TECHNICAL SKILLS
Languages: COBOL, Pro*COBOL, SQL, C, FORTRAN, Pascal, LISP, PROLOG
Operating Systems: Unisys OS 1100/2200 (TIP, ECL), UNIX, Windows, DOS,
VAX VMS, X-Windows, OS2
Databases: Oracle, Netezza, DMS, File Ledgers (in-house)
Software Packages: Microsoft Office (MS Word, Excel, Access,
PowerPoint), Microsoft Project Server 2007, Visio, ABC
FlowCharter, WordPerfect, QARun Testing Software
Communications: TCP / IP, System X.
Tools and Utilities: Live Meeting, Web Meeting, SharePoint, VersionOne,
PDF, Kennedy-Carter Toolset
Methodologies: JSP, SSADM, Agile, Shlaer-Mellor OOA / OOD Info. Models
Hardware: Unisys 1100/2200, DEC VAX, PCs, Sun Workstations
PROFESSIONAL EXPERIENCE
NIELSEN ONLINE, Milpitas, CA 2008 to 2010
Project Lead (Coordinator / Manager)
Bill Panel Wellness Project (Oct 2009 - May 2010)
Aim: Introduce enhancements to meet client quality and accuracy
expectations (especially for AT&T) for Nielsen Bill Panel (world's largest
telecommunications bill panel; it tracks detailed wireless billing activity
and behavior for 20,000+ accounts, representing 40,000 unique phone numbers
across five leading carriers).
. Developed and maintained project plan, identified and tracked tasks,
deliverables, milestones, risks, and issues.
. Prepared weekly status reports and presentations for team and senior
leadership.
. Set up, maintained and administered SharePoint site as central
repository for project documentation.
. Scheduled and led cross-functional meetings across several time-zones
and regions of the world, developed action plans, and communicated
effectively to all involved parties to ensure actions on time, in
budget, and within scope.
Due Diligence Project (July 2009 - Dec 2009)
Aim: Investigate transfer of certain business functions and roles to major
offshore vendor.
. Liaised with offshore vendor to gather all information and
documentation required for Due Diligence and facilitated interviews
between offshore vendor and Nielsen resources.
. Addressed all issues and concerns raised by offshore vendor during Due
Diligence.
. Reviewed and secured sign-offs for all business deliverables to ensure
project success.
. Prepared documents (Statement of Work, Business Case, Letter of
Intent, and Cost Benefit Analysis).
. Facilitated in Technology Testing, Knowledge Transfer Planning and
identifying Trainers.
Production Project Lead
. Gathered and reported weekly status (including tasks, deliverables,
milestones, risks, and issues) of multiple projects via Excel &
PowerPoint dashboards.
. Co-wrote acceptance criteria for testing QA tools in development and
coordinated daily status reporting.
. Planned and tracked milestones and deliverables for Retail Coding
Project.
. Supported Master Black Belt on BPI data quality initiative to improve
key Nielsen Online Products.
UNITED AIRLINES, San Francisco, CA 1999 to 2008
Project Coordinator / Senior Business Analyst (Jan 2008 - June 2008)
. Coordinated multiple Service Request Projects concurrently to engage
Third-Party Vendor to perform end-user space management.
Responsibilities included identification, recommendation, design and
build of solutions, certification, and deployment/installation of both
hardware and software.
. Scheduled and led cross-functional meetings across several time-zones
and regions of the world, developed action plans, and communicated
effectively to all involved parties to ensure actions on time, in
budget, and within scope.
. Gathered business requirements, wrote business case justification
documents, coordinated with all parties, negotiated and gathered quotes
for products and services, utilized project management techniques in
planning, initiating, controlling and completing assignments within
time specifications.
. Performed troubleshooting and resolving of operational issues submitted
by global end-users.
Senior Business Analyst / Project Coordinator (2005 - Dec 2007)
. Coordinated multiple projects including: project to automate production
of international and domestic shipping documents for company material;
supply chain outsourcing project (saved $140M); and project to obtain
aircraft parts direct from vendors (cut costs by $200M).
. Interviewed users, gathered and wrote functional requirements,
performed current and future state analysis, wrote 'Solution Scope'
documents, designed screens, coordinated programming (onshore and
offshore) for system design and development, wrote test plans and test
scripts, coordinated user acceptance testing and assisted in design of
training materials for end-users.
. Maintained project plans, performed efficient resource management
coordinating with multiple applications / support teams, developed and
maintained documentation, wrote status reports, and proactively raised
issues to manager.
. Wrote cutover scripts and coordinated, across cross-functional teams,
the deployment of project releases to the production environment.
Senior Analyst / Programmer (1999 - 2006)
. Analyzed maintenance, enhancement, and upgrading of highly complex on-
line and batch systems which help control and support distribution,
ordering, tracking, and inventory control of $1.2B in parts and
material inventory for maintenance of 600+ aircraft.
. Consulted with Customers, other Business Analysts, Product Managers,
and Business Leaders to gather information about business needs and
requirements.
. Analyzed and translated business requirements into functional and
technical specifications, wrote and maintained program specifications,
developed and evaluated test scripts.
. Coordinated to identify and facilitate proper resolution of problems,
requirements, and issues.
. Helped support systems, in production and test environments, on 24/7
basis.
. Programmed and tested real-time and batch processing maintenance,
enhancements, and upgrades to complex Materials Management System (MMS)
for managing aircraft parts.
ABBEY NATIONAL PLC, UK
Senior Analyst/Programmer (1996 - 1999)
. Conducted Programming and Analysis during entire life cycle on complex
multi-platform Customer Administration System Project designed to
enhance customer service.
OTHER SIGNIFICANT EXPERIENCE
Software Engineer - GPT Limited (Part of GEC Group), UK
Senior Information Scientist - Institution of Electrical Engineers, UK
EDUCATION / PROFESSIONAL DEVELOPMENT
BSc Honours, Mathematics and Computer Science, Salford University, UK
Project Management X470, UC Berkeley Extension
Fast Track in Business Analysis, Mastering the Requirements Process,
Systemation
Microsoft Project Server 2007 for Enterprise Project Management
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