Project Manager Customer Service

Joan Goldstein

** ******* ***** ( Fair Lawn NJ, 07410 201-***-**** 201-***-**** (cell)

( **************@*****.***

See My Profile on LinkedIn.com http://www.linkedin.com/in/joangoldstein

Summary of Qualifications

. Special ability to anticipate business needs, pin-point relevant

information, and translate it into strategic plans.

. Committed to creating cohesive teams, fostering high quality work and on-

time delivery.

. Established Record of increasing back-office productivity through

updating workflow and training.

. Tremendous capacity to master complex, Enterprise-dependent systems to be

Subject Matter Expert (SME)

. Proficient in Microsoft Product Suite including Word, Project, Power

Point and Visio, SWIFT RMA, FIN and FileAct, C++, C, XML, UNIX, VAX,

SQL, DCL, BLISS, TCP/IP sockets

. ITIL Certification class underway - experienced with remote Service

Bureaus and Software As A Service

Work Experience

Independent Consultant May, 2009 - Present

Professional Services, Senior Technical Consultant

For an international transmission service company

> Authored the company's Service Level Agreement which is used by Sales and

Technical Marketing Departments

> Coordinated and facilitated creation of the Customer Technical Support

Call Center, and the internal escalation policy

> Executed remote software product upgrades, and general technical analysis

> Updated internal and customer documentation and training manuals

> Performed QA and tests with clients

SunGard Business Integration/SunGard STeP- New York NY April, 2004 - May,

2009

Professional Services, Senior Technical Consultant (November, 2006 - May,

2009)

US Support, Senior Banking Specialist (April, 2004 - November, 2006)

Created and deployed customized communications software solutions for

International Banks and Corporations.

> Clients include Federal Reserve Bank NY, Toronto Dominion Bank, World

Bank, Sumitomo Bank, Mitsubishi-UFJ Trust, Wells Fargo, Google, Intel

> Performed Business Analysis, Functional Requirement Specifications and

Level of Effort Estimations, through deployment of flow, transformations,

software enhancements and upgrades, and network communications.

> Executed installation of customized solutions, product upgrades, and

emergency Level 2 Support On-site or via Webex

Technical Pre-sales support

> Helped close the first deal by creating and delivering technical

presentation about SunGard's hosting Service Bureau

> Increased revenue and sales targets with product enhancements, new

licensing and marketing ideas.

Technical Account Management

> Initiated annual "Client Roadmap" meetings to review clients' plans for

the coming year and to share SunGard's scheduled release dates; meetings

resulted in increased sales opportunities and Customer Satisfaction by

preparing Support team to anticipate client requests.

> Conducted periodic Customer Management and Satisfaction Surveys,

organized and reported findings back to Management in the form of action

items, then progress these action items to assure Customer Satisfaction.

> Planned and supported all upgrades, addressing all customer inquires, and

resolving all emergencies relating to enterprise dependent communications

software.

Authored and delivered training in person or via Webex

> Private training at customer sites; Public classes at SunGard attended by

many customers; SunGard Internal.

> SWIFT, the global provider of secure financial messaging, topics

including Relationship Management App. (RMA) and FIN.

> Mint SWIFT Gateway topics including Workflow, Organization,

Communications, Monitoring, Security and tools

Technical Liaison to SunGard Service Bureau

> Production Support to Off-Shore Service Bureau Operations Center

> Oversaw Configuration of MQ and Mint Infrastructure for new customers to

the Service Bureau

> Project Manager for US customer Service Bureau projects

Tier 1 Support for Mint Application Software

> Emergency Production Support

Associated Press - New York NY August, 1996 - March, 2003

Technical Project Team Leader / Developer

Simultaneously managed 3 real-time news applications on multiple hardware

platforms

> AP MegaSports: a $10 million revenue generating value added service

> AP National Elections Results: ensured reliable delivery of Presidential

Primary and General Election results to global media

> AP SCORS: calculated and sent college sports statistics, including AP

"Top 25 Poll " to 1500 newspapers and major media

Continued...

Joan Goldstein

Page 2

Managed, coordinated and assigned the tasks of two software engineers

> Supervised and provided direction for software staff

> Met regularly with business, executed Business Analysis, and created

Functional Specifications, supplied definition, construction, validation

and implementation of enhancements.

> Successfully screened, interviewed and hired new staff members who made

major contributions to the department.

> Member of AP technical team to recommend and develop industry-wide Sports

XML, metadata and markup standards.

Mandated and established criteria for delivery of election results

including hardware, software and migration strategy as AP representative on

the Voter News Service Technical Committee.

Provided superior software interfaces that reduced daily report production

time from 5 hours to 10 minutes for sports editors.

Member of the team that maintains, enhances, and supports the internal

message switch used by the AP to receive and deliver news stories to the

world

> Support and foster relations with in-house and external customers,

including determining precise needs for customer requested enhancements

and off-hours support when necessary.

> Production support, servicing Operations staff, System Administrators,

and Business users

Republic National Bank -Jersey City, NJ March, 1995 - July, 1996

Assistant Vice President

Served as Project Leader and Managed projects for Payment System moving

over $400 Billion in funds daily.

> Planned and led on-time completion of major Funds transfer projects

. Conversion of vendor supplied Funds Transfer Software.

. Software migration and Consolidation of worldwide Funds Transfer

Operations

> Developed new Operations Procedures, Business User Procedures

> Served as primary contact between the bank and the vendors of SWIFT and

telex software.

> Organized training of the Los Angeles and Miami staff and wrote custom

software functional specifications.

Reduced outages, bugs and maintenance problems in mission critical

production environment.

> Provided technical support to users of SWIFT, telex, funds, billing

statement generation, and in-house software monitoring the bank's

position at the New York Federal Reserve Bank.

Bankers Trust Company - New York, NY October, 1994 - March, 1995

Assistant Treasurer

Served as Project Leader and Vendor Liaison

> Improved bank's relationship with the vendor, resulting in timely and

appropriate vendor response to bank's issues. Authored technical

implementation plan. Trained users and instructed QA personnel. Analyzed

outages on four systems then created and executed a project plan that

eliminated bugs and maintenance problems.

Citibank - New York, NY January, 1989 - October, 1994

Consultant

Provided on-going development and support of customized software for the

bank's electronic funds transfer network which processes and moves over $1

Trillion daily.

> Implemented network communications and internal transaction processing

with the New York Federal Reserve Bank, New York Clearinghouse, SWIFT,

and the in-house custom Store and Forward Message Switch

> Created offsite contingency plan; supervised the plan's validation.

> Re-engineered End of Day cycle to meet the business goal of 24/7 system

availability.

> Created departmental Quality Assurance test bed and standardized QA

procedures.

Education & Credentials

Bachelor of Science May, 1981 University of Massachusetts -

Amherst, MA.

Broad science curriculum with an emphasis on computer and biological

sciences

Training, Development, Affiliations

Recent Training:

. Communication: Results through Collaboration

. Influence Skills: Getting Results without Direct Authority

Contact this candidate