Project Manager Customer Service
Resume:
SAMIRIS M. HIDALGO
Bronx, NY *0461
*********@*******.***
Experienced Technology Business Analyst, Lean Sigma Yellow Belt certified
Project Manager with proficiency in requirements gathering, cost analysis,
client relationship management, risk management, technical and user
documentation and capacity planning.
Professional Experience:
Pride Technology LLC, New York, NY
October 2009 - Present
Consultant - Morgan Stanley, New York, NY
Business Continuity Management - Risk Assessment Analyst
This role served as a central point of contact within BCM as part of the
Firm's Supplier Risk Management Program and the new Preliminary Risk
Assessment Metrics (PRAM) process.
. Responsible for all internal PRAM communication and data collection
process.
. Develop the BCM Supplier Risk Assessment questionnaire collection
process.
. Assess Supplier data to provide residual risk level analysis.
. Responsible for weekly dashboard reporting for the Global Supplier
Risk Management PMO.
Jackson Hewitt, New York, NY
December 2007-April 2009
Financial Assistant
Managed requests from existing and new customers concerning income tax
preparation. Identified Customer needs and recommend appropriate services.
Coordinated client discussions to enhance financial planning and decision
making on investment products. Checked data input and verify information on
forms submitted by Preparers to ensure accuracy and completeness. Reviewed
client financial records, income statements and supporting documents in
order to identify forms required to prepare tax returns. Responsible for
accounts receivables, accounts payable and balancing daily business
receipts.
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Credit Suisse Securities, New York, NY
August 2006 - April 2007 Information
Technology Deployment Management Office
Assistant Vice President - Business Analyst
Collected and analyzed data for the planning and execution of the Bank's
Centers of Excellence (CoE) strategy.
Created detailed requirements for the relocation of IT functions to the
Firm's Global Business Center and Offshore locations. Worked with the
Project Management Office to coordinate management reporting and status
reports. Assisted managers in identification of risks and worked with the
regional Operational Risk Group to mitigate any adverse impact caused by
job deployment.
. Implemented methodologies and standards to ensure Application
Development and Infrastructure Services transitioned in a consistent
manner on a global basis.
. Tracked and documented that the project deliverables met quality, time
and budget guidelines set out
at the program level.
. Responsible for creating Sharepoint sites and updating user access to
the sites so business units could share and manage data.
Credit Suisse Securities, New York, NY April
2004 - August 2006
Assistant Vice President - Project Manager
Moves, Adds, Change Services and Personnel Space Planning
Managed overall space planning for two thousand five hundred Information
Technology staff in the New York and New Jersey campuses. Reviewed,
approved and implemented space requests for Application Development,
Infrastructure and support staff. Maintained site maps, as-built drawings
and databases regarding seating capacity and space availability.
Coordinated client delivery with Facilities Corporate Services. Worked with
IT department leaders in projecting growth, analyzing space requirements,
consolidating and planning staff footprint. Prepared and maintained MAC
budget including oversight of internal and external resources. Responsible
for asset management tracking of furniture inventory.
. Achieved Yellow Belt certification in Lean Sigma Project Management
under mentorship of Credit Suisse trained Six Sigma Black Belt.
Customer Service project focused on applying DMAIC model to relaunch
of Credit Suisse E-Procurement System.
. Established business relationships that increased cooperation between
Information Technology and Facilities Corporate Services.
. Reduced expenses by leveraging employees relocation and office
consolidations.
. Managed the relocation of two hundred Operations Development employees
from Madison Avenue and Park Avenue buildings to a new facility in
Haborside, NJ resulting in significant cost savings.
. Completed the restack of four hundred Application Development and
Infrastructure employees to back office facilities recovering space
for front office businesses.
. Provided onsite project management for large departmental moves of two
hundred to four hundred employees. Responsible for daily coordination
of all aspects of team shuffle moves. Project coordination included
desktop technology, furniture coordination, construction and office
layouts. Reshuffles completed with zero down time.
Enterprise Solutions Providers Inc. New York, NY
December 2001 - March 2004
Consultant - Credit Suisse Securities, New York, NY
Personnel Space Planning Coordinator
Worked with department heads in determining growth, analyzing space
requirements and planning for staff moves. Maintained site maps, as-built
drawings databases and related documentation in support of managing floor
space availability and tracking seating capacity. Oversight group moves
project including:
. Relocated 500 employees in a single weekend move which involved moving
from three floors to a new facility.
. Managed the configuration of the Securities developer's floors.
. Entered Moves, Adds & Changes request for approval.
. Transitioned from Contract to full time employee as an Assistant Vice
President.
Enterprise Solutions Providers Inc. New York, NY
June 2001-December 2001
Consultant - Credit Suisse First Boston, New York, NY
Audit Analyst
Coordinated communication, data acquisition, documentation and tracking of
multiple Information Technology audit points for Global Applications
Development senior management.
Enterprise Solutions Providers Inc., New York, NY
December 1999 - June 2001
Consultant - Credit Suisse First Boston, New York, NY
Equities Help Desk Analyst
. Provided support of the NT environment to all Equities users in North
America with a focus on trading floor services. Supported end-users
with remote access dial-up issues. Troubleshoot and resolve technical
problems, escalating to internal partners or external vendors and
ensuring closure to problems. Managed trouble ticket support queue in
Remedy system.
. Created onboarding documentation of Help Desk policies and procedures
for all new employees.
. Assisted with the Donaldson, Lufkin & Jenrette (DLJ) Help Desk
integration and the move of 400 end-users to the Equities trading
floor.
. Provided support implementation of desktop upgrade from Windows NT to
Windows 2000 including MS Office Suite.
Enterprise Solutions Providers Inc, New York, NY
November 1999 - December 1999
Desktop Support
Consultant- Merrill Lynch
. Responsible for managing the installation and configuration of user
desktops on the trading floor providing access to the new Merrill
Lynch online trading website.
Technical Skills
Lean Sigma Yellow Belt (DMAEC)
MS Office Suite: Word, Excel, PowerPoint, Project, Outlook
Sharepoint
Windows Desktop OS, PCAnywhere 32
Education:
Columbia University, New York, NY
Certificate - Computer Technology and Application Program. Network
Administration & Design. April 2000
Fordham University, New York, NY
Bachelor of Science - Computer Information Systems. May 1997
Certificates/Training
Lean Sigma Yellow Belt.
References provided upon request.
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