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Project Manager Customer Service

Downers Grove, Illinois, United States
February 23, 2018

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Mustafa Dada MBA, CSPO, PMP, SFDC

**** ******** **. ********, ** 60559 630.***.****

Residency Status: U.S Citizen

Professional Profile:

Hands on Business Analysis and Project Manager with diversified manufacturing – consumer goods, non-profit association and business outsourcing industry experience formulating and managing the implementation of comprehensive IT business strategies, experienced in performing a key role in the strategic planning for IT.

Over fifteen years’ experience translating business processes and end-user requirements into functional system requirements. Managed configuration, design, development, implementation, testing, application support and maintenance of enterprise level business applications.

Successfully managed more than 30 projects, 6 applications and teams with over 25 team members and stakeholder managers.

Lead companywide business process realignment efforts that improved productivity and reduced operating costs by up to 20 percent.

Assigned, monitored and prioritized the work of domestic, outsourced, and off shore systems analysts and developers while providing technical and administrative support.

Continuously applied good business judgment to make prudent decisions. Outstanding interpersonal and communication skills, strong intellect, and problem-solving skill which resulted in numerous individual and team recognition awards and produced a team with an average tenure of nine years with the company.

Core Competencies:

Technical Skills:

Salesforce Administrator Certification PMP - Project Management Professional CSPO – Certified Scrum Product Owner ITIL Certification Project Management Body of Knowledge (PMBOK) Budgeting Relational Database Management SQL Scripting PeopleSoft, Personify (AMS), and ADP Enterprise ERP AWS SAAS Microsoft Office MS Project

Stakeholder Interaction:

Hands on I.T Application Service Delivery and Project Manager with diversified manufacturing – consumer goods, non-profit association and business outsourcing industry experience formulating and managing the implementation of comprehensive IT business strategies, experienced in performing a key role in the strategic planning for IT.


Manage various components of the application management solution including Contract Negotiation, defining the project scope, estimating the resources, creating schedules, and cost of the solution. Produce project budget, SOW’s (Statements of work), defining the support organization model, defining appropriate governance and issue resolution protocols. Able to plan and execute the transition to the application management solution by establishing and managing service levels and designing and implementing continuous improvement programs that optimized stakeholder value.

People Development:

Served as a counselor and coach; offer input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff.

Career Summary:

Society of Actuaries – Schaumburg, IL July’2007 - Present

Business Analysis and IT Project Manager (AMS/CRM)

Groomed and grew the application and data analysis team to ensure that exceptional customer service is provided and the Personify Association Management/Customer Relationship Management System (AMS/CRM) is optimized for over 24,000 members and 150,000 non-member users of the system.

Over 11 years of experience at SOA in all System Development Life Cycle (SDLC) phases. Delivered multiple system upgrades and numerous custom enhancements project that were executed as planned and all deliverables were on time, within budget, and of high quality to maintain customer satisfaction.

Lead successful cross functional project core teams of up to 25 team members and 5 to 10 technical and functional domestic and overseas resources. System upgrade duration reduced from 9 months to 12 weeks.

Executed projects to deliver initiatives that are related to the AMS/CRM and its interfaces with other platforms including e-Learning, the and websites, online communities, third party platforms, and various web and mobile applications. This includes the development requirements and functional design documents, project work plans and budgets, facilitation of meetings and coordination of resources.

Extensive experience in system issue escalations and resolution. Monitor over 2500 tickets that are seamlessly handled each year by the AMS/CRM support team.

Guide the development and delivery of staff training and standard operating procedures. Conducted over 150 employee training sessions and developed dozens of SOP’s.

Contributed to the data analysis team by providing operational insights to ensure accuracy of data mining efforts and analysis across various systems, including definition of report requirements and validation of report/query results for internal and external consumption.

Evaluate user requests and various technical solution options and make recommendations for the best solution while ensuring there is minimal impact on tactical plans, budgets, and work priorities.

Responsible for monitoring, hosting SLA’s, business continuity planning, testing and recovery of the organization’s mission critical systems. System performance and uptime SLA’s were routinely violated and a mitigation plan was successfully implemented over a 6-month period to performance tune the entire system along with infrastructure changes with hosting provider which resulted in zero SLA violations during the subsequent 24 months.

Manage business relationship and product roadmap with managed application service provider and infrastructure hosting vendors.

Provide oversight to data mining, business intelligence, web analytics and data analysis and enforcing data protections, privacy controls, and data governance policies across various systems.

Serve as a liaison for technology related services with other actuarial organizations. Co-ordinate data sharing with 7 other leading actuarial organizations.

Participate in teams and task forces to provide expertise and help ensure coordination of business processes that cross departmental and organizational boundaries.

Member of the system integration, change management, and software release planning team. Introduced change management processes that resulted in over 50% reduction issues.

Create structures for user documentation, standard operating procedures and scripts. Ensured high level of customer service by developing organization-wide standards and practices. Created numerous functional and technical design documents and written over 2000 application test cases

Participate in the recruitment, hiring, and coaching of key technology-related human resources including full time staff and contractors.

WILLIAMS LEA, CHICAGO, IL 10/2006-07/2007

Senior Manager, HRIS Technology

Managed a team of seven analysts that restructured data flows between HRIS, Health Benefit providers, Employee Benefit Self Service provider, Time, Attendance, and Applicant Tracking systems.

Produced over 30% reduction in HR/Payroll data errors by performing data integrity and verification procedures across over 150 locations covering almost 4500 employees.

Developed and executed two new benefit provider interfaces by liaising with external programmers and Health Benefit providers gathering the necessary information for specifications resulting in drafting requirements documents, reviewing SOWs, and approving deliverables.

Provided ongoing management of HRIS hosting vendor to Service Level Agreements (SLAs) while facilitating ongoing developments, expansions, and improvements by leveraging knowledge of process and procedures between HR, Benefits, Compensation, Payroll, and Accounting.


Systems Analyst – Project Manager – Payroll, HRIS, and Finance Enterprise Systems Group

Project Management

Served as Project Manager on successful implementation and several subsequent version upgrades of ADP payroll, Kronos Time Keeping and Spectrum HRIS systems at multiple company locations in US, Canada and Puerto Rico. Management responsibilities included development of RFI and RFP, selection of vendor, documentation of user requirements, development of functional specifications, creating work plans for various project phases, document data conversion specifications, creating project scope documents, conducting status meetings, monitor project progress, and report project status to upper management

Systems Analysis and Development

Functioned as an analyst during the implementation and subsequent upgrades and global deployment of the PeopleSoft Financial system. Responsibilities included data conversion from the legacy system, design and set-up of system security, development of multiple reports utilizing tools such as Crystal Reports, PeopleSoft Query, and SQR, coordination of the testing phase and resolving of any technical issues that arose during the implementation cycle. In addition, supervised the upgrade testing of the system from Version 7.01 (AS/400) to 7.59 (AS/400) to 8.41 (SQL Server 2000)

Designed, implemented and maintained PeopleSoft access security for users at three locations in the US and seven additional locations around the world. Created and maintained custom security views and pages

Worked with internal and external auditors to ensure financial, payroll and HRIS systems security is in compliance with corporate audit and controls guidelines. Responsible for creating and maintaining systems related Sarbanes-Oxley controls as related to system security, system architecture, upgrade test procedures, change management, disaster recovery, and system back-up plans. Responsible for conducting periodic access control tests and validation of those controls

In response to internal audit department’s recommendations regarding data integrity between payroll and HRIS systems, oversaw development of an automatic data comparison application

Created and maintained custom reports and macros using Crystal Decision/Reports and ReportSmith report designers

Maintained and updated SQL Server stored procedures, wrote custom SQL scripts, and DTS packages

Created data extracts from PeopleSoft, ADP, and Spectrum systems for various government and external audit entities

Operations Management

Maintained periodic contact with key end-user representatives to optimize functionality of integrated applications and to ensure that IT solutions are functioning appropriately and continue to meet their business needs

Provided technical and functional production support for the PeopleSoft Financial, ADP Payroll, Kronos Time Keeping and Spectrum iVantage Human Resources systems in resolving any issues that arise in day-to-day operations

Responsible for coordinating month and year end payroll and HR activities

Additional Position:


Manager, Payroll, and HR Technology


MBA Leadership with an emphasis on Technology and Operations Management, Aurora University

BSBA Finance, University of Illinois

AA Computer Information Systems, College of DuPage


Salesforce Certified Administrator (ADMIN 201)

Agile Scrum Master, Simplilearn

Certified Scrum Product Owner (CSPO), Scrum Alliance

Scrum Master Accredited Certification (SMAC), International Scrum Institute

Scrum Product Owner Accredited Certification (SPOAC), International Scrum Institute

Scrum Fundamentals Certified, Scrum Study, ITIL Foundations Certification

Illinois Real Estate Managing Broker License

Project Management Professional (PMP), Project Management Institute

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