Manager Customer Service

BHARAT VERMA

******.*@****.**, 701-***-****, ZIP – 97006, OR - USA

Summary

Project management experience with a Team Player attitude in cross functional team environment globally (India, EMEA); SOW’s, Initiate/Design, Plan, Monitor and Terminate a project using Work Breakdown Structure, Deliverables, PERT, AON Diagrams and Gantt chart documents.

6-Sigma PMP trained – Budget Control using SPI (Schedule Performance Index)/CPI (Cost Performance Index) at each Milestone, Resource Leveling using Schedule crash/expedite, Risk Analysis using EVM (Expected Monetary Value).

Excellent communication and Critical Thinking skills to assist stakeholders understand complex issues in simple form.

Great energy with the ability to multitask multiple projects with priority levels to ensure optimum delivery.

Administrative support to maintain documents, support leads, schedule meetings, provide status reports.

An Expert in using software like – MS Office Suite (O365/Traditional), Visio, Project.

Trained in making Technology Management Plan – Value Proposition, Brand, Product & Pricing management.

Experienced in applying principals of SDLC using Agile (Scrum), Waterfall and RUP methodologies.

Experienced in Highly Organized Business Case documents such as BRD (Business Requirement Document), FRD (Functional Requirement Document), JAD Sessions (Gathering Business Requirements), GAP analysis, Wireframes, Use Cases/User Stories, UML diagrams and UAT (User Acceptance Testing) and Black Box Testing etc.

Experience of using JIRA, MS CRM, Adobe suite, SCCM, CITRIX, Windows/MAC, VMWare, Google Doc. environments etc.

Experience in Data Modeling – Conceptual and Logical data models and languages like – SQL, XML and C++/C.

Experience in Quantitative analysis – Budgets, Income Statements and Balance Sheets.

Multilingual with fluency in Hindi & English and beginner’s level Spanish.

Education

MS in Engineering & Technology Management – Portland State University Fall 2018 – Present

BS in Electrical Engineering – North Dakota State University Spring 2013 – Fall 2015

Experience

Startup Sat Kabir Solar Power Services Jan 2019 – June 2019

Technical Project Manager/ Coordinator

Build a startup to provide the necessary electrical solar panels to the customers to generate and supply clean electricity using a subscription model using Information Technology to ensure a free and fair use of overall electricity.

Assisted using 6-Sigma Project Management principals to Initiate and Plan the Schedule timeline using Work Breakdown Structure once necessary business case requirements were gathered.

Created a Project Charter using Project Management principals to help find proper Resource requirements as per the project.

Performed Risk Analysis to make sure all the potential recognizable risks are strategized for mitigation on time using principals of Expected Monetary Value.

Built a Resource and Material structure using PERT (Program Evaluation and Review Technique) and chalked out initial plan for Integrated Logistical Support (ISL) to help with logistical needs.

Microsoft Corporation Sep 2016 – Sep 2018

Technical Project Manager/ Coordinator – Fargo, ND

Supported MS Office and Deployment teams and External Clients projects with varying budgets and handled issues like Installing, Updating and Activation of new versions/updates of O365 suite including SharePoint, Project and Visio in different environments using Agile Scrum methodology.

Highly Organized in gathering information to create and record documents regarding Office versions using SharePoint KB (Knowledge Base) webpages, articles, documents and maintain a library for Support teams to resolve technical issues.

Assist with proper Resource scheduling and leveling at times using MS Project for proper resource utilization.

Collaborate with multi-tier cross functional teams like Windows, SCCM and Networking to test distribution of Office products are smooth using UAT (User Acceptance Testing) in various environments.

Perform case reviews as a Team Player helping teams resolve highly complex cases using RCA (Root Cause Analysis).

Coordinate with Product teams regarding SOW’s and update CX with high Empathy on latest upcoming features and whether the submitted change request proposals are accepted or denied.

Coordinate with stakeholders to help choose correct Office channels (monthly, semi-annual and semi-annual targeted) based on their Business case needs.

Coordinate with Senior Escalation Engineers to publish about latest fixes and version updates using CMS on web-based publishing.

Manage Project Risks and advice whether there are risks involved in requested features using Impact Analysis.

Help create User Stories/Work Breakdown Structure to help release new versions efficiently.

Exceptional Time and Case load management skills to help teams provide above & beyond customer service to Clients.

Provide Technical Support mentoring for Root Cause Analysis and break/fix troubleshooting issues related to Office, Project and Visio deployment, Updating, Activation.

Extensively use tools such as MSSolve (Support Ticketing System) to help provide effective and on time results.

Mercury Insurance Corp. Sep 2015 – Sep 2016

Project Manager/ Coordinator – L.A, California

The “Ride Hailing Insurance” project related to customization of online auto insurance web application in correlation with Ride Hailing App to cover– Uber, Lyft and other Transportation network company in relation to Property and Casualty.

Create Project Charter, Scope, BRD, FRD, Use Cases, Activity Diagrams and Test Cases using SDLC using Visio, Project and JIRA.

Create Data models – Conceptual and Logical for Data Analysis using SQL query.

Document Traceability matrix tracing business requirements from use and test cases for UAT.

Prepare and run reports on excel using v-lookups, pivot tables in prioritizing product backlogs when required.

Portland State University Research Projects

Project Management Plan: FYRE Festival Concert; Project Manager/Coordinator Mar 2019 – June 2019

This project embodies a detailed Project Charter including detailed Scope and Risk analysis.

Project revolves around Work Breakdown Structure (WBS), Deliverables, Resource allocation and leveling.

It explores the Risks strategies to mitigate or accept risks based on EMV analysis and control analysis.

Technology Marketing Plan/Product Manager: Foodini, A 3D Food Printer Jan 2019 – Mar 2019

The project embodies a detailed marketing plan, Value Proposition and Brand management to launch a new product.

The project also explores; Market definition, potential and demand along with strategy, positioning and brand and pricing management using aspects of CRM and Technology Management Life Cycle.

Smart Cities: An Analysis of Smart Transportation Management Sep 2018 – Dec 2018

Citation Details - Verma, Bharat; Snodgrass, Rita; Henry, Bill; and Smith, Buck, "Smart Cities: An Analysis of Smart Transportation Management" (2018). Engineering and Technology Management Student Projects. 2243. https://pdxscholar.library.pdx.edu/etm_studentprojects/2243

This report uses STEEP analysis to outline the benefits and risks of smart city innovations and a comparison of seven mid-sized US cities implementing different programs to contrast different approaches towards implementation.

North Dakota State University

Technical Support Assistant/ Coordinator Jan 2014 - Aug 2015

Under the guidance of senior Telecommunications Analyst and the IT Help Desk staff, provide in-depth, effective, and timely technical assistance to NDSU students, staff and faculty.

Problem management of desktop computers, workstations, network and server problems.

Log problems in tracking system and use appropriate escalation methods to ensure a timely resolution.

RECOGNITION

Multiple recognition certificates for providing excellent Customer Service

Master of Success Leadership Program certificate.

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