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Manager Project

Plano, Texas, United States
July 12, 2019

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Hetal Thaker, 469-***-****

IT Professional with 12+ years of experience spread across in Business analysis, Functional testing, Scrum master, Systems analysis, Process initiation, Business Process Enhancements, Systems Implementation, Change Management, Delivery, Project Management, Production support, Training and Consulting. Strong analytical skills. Certified Kepner Tregoe coach. PROFESSIONAL SUMMARY

Business strategist; plan, implement and manage Web and Windows based projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.

Have strong knowledge in transforming business requirements to the technical teams. Have achieved operational efficiency, cost saving and increased revenue in the project. Have been involved in demand forecasting for the projects. Having strong team management skills.

Experienced in different phases of testing such as functional testing, system integration testing, regression testing, user acceptance testing and post production support. Strong knowledge of developing SQL queries to interact with the database. Experience in training end users in accessing the applications.

Experience in Web based testing (GUI Testing), defect management and tracking

Expert in agile/scrum and waterfall methodologies. Known for ability to work towards reducing cost and providing automation solutions to the end clients.

Robotic Process Automation Analyst: Expert in analyzing business process, identifying automation opportunities, defining RPA value proposition, reengineer process to improve automation potential, creating use cases and PDD document and recommend RPA approach/strategy. Worked with RPA technical team and client for deployment and implementation for Robotic process automation via Blueprism, UIPath and IPCenter as well as Cognitive automation. Responsible for UAT Testing.

Project Manager: Responsible for handling delivery for multiple portfolios with multiple applications(25+), have strong skills and exposure in AMS projects in managing L2 and L3 support, KPI adherence and reporting, Project Metrics, Process Improvements, Cost Saving proposals, Productivity measurement & tracking, Business value additions, Budgeting and tracking project financials including costing, pricing and invoicing of RFS (Request for Service). Worked on both Staff augmentation and managed service models

Good Team player, Self-motivated, hardworking professional with good organizational, leadership, interpersonal and communication skills.

Strong knowledge on Excel, MS Word, Sharepoint, Microsoft Project, Jira

Experience in the full life cycle of software development & maintenance including requirements capturing, prototyping, design, implementation and testing. Extensive experience with Web technologies like MSSQL, ASP.NET, Web Services, IIS 5.0, 6.0, HTML, ASP, XML, SOAP, XSLT, VBScript, JavaScript and good knowledge in SSRS and SSIS. Have also developed and delivered project on Amazon cloud.

Work Experience

Cedent Consulting Inc. from May 2019 to present

Wells Fargo Solutions from Jun 2016 to Jan 2017.

IBM from Feb 2007 to June 2016.

QX Pvt. Ltd. from June 2005 to Jan 2007

Domain Knowledge

Chemical & Petroleum, Banking.


Bachelor of Science, Gujarat University, India 1999.

Diploma in Advanced Computing – CDAC, India 2000 Career Highlights

Received IBM Top Performer Award

Received 3 IBM Eminence and Excellence awards.

RPA Automation - Implemented automation which resulted into saving of 8 FTE over span of 6 months.

Worked on Return to green plan for critical applications. Reduced ticket #, ticket TAT, KPIs to green and implemented multiple proposals that resulted into cost saving for business.

Handled e2e support and enhancements to Jiffy Lube store applications. Worked for Shell Global Commercial client performing different roles of BA/Project Manager/Developer for 8 years.

Technical Skills


Languages and .NET


C#, Web Forms, Win Forms,


Framework 1.1/2.0/3.0/3.5,

SSIS, Web Services, Java

Database MS-SQL 2000/2005/2008, MS


Web Technologies and




and JavaScript

Automation tools RPA – Blue prism, IPC, UI Path

Versioning System Visual Source Safe 2005.


Wells Fargo Solutions Ltd. Technology Manager JUNE 2016 - JAN 2017 This project focused on setting up Center of Excellence (COE) for key skills like QA, .Net and Java. As a Technology SME I was responsible to setup center of excellence and people management. Define and execute strategy to build COE for various skills like Selenium, Dot Net, Data analytics (Abinitio, Informatica, SSRS, SSIS) and Java.

● Responsibilities:

o Work with various Line of Business (LOB) within bank to understand the project need and fulfill those needs by building the capability. o Along with supporting applications, identified and led the development of the tools in .NET/SSRS/SSIS that can cater to the demand management.

o Define and implement various processes for Demand Management. o Fulfilling demand by meeting the requirements on time. o Risk management: Create a risk plan and raise risk to senior management. o People management for 40+ resources, provide detail performance review input and development recommendations for team members

o Work with senior leadership team to define the strategies and execute them. Worked in creating RPA COE. IBM Project Manager/Business Analyst FEB 2007 - JUNE 2016

Business Analyst- RPA/Cognitive

● Responsibilities

o Worked with key stakeholders (Barclay, IGA, JFL) to identify process to be automated and created automation pipelines. o Performed Feasibility Analysis, Complexity Analysis and ROI Analysis and presented summary to the internal customers and key stakeholders and walk them through to-be design of the automated process. o Central point of communication between the developers and business; guide the team to make decisions and work on the inter- dependencies

o Prepared Process Design Document (PDD) and other required automation artifacts. Worked with different tools like Blue Prism and UI Path depending on the requirement.

o Prepared training template for end users.

o Preparation of test cases and test data. Performing impact analysis of change request. o Complete ownership for testing automation implementation and actively involved in the UAT phase of testing along with the stakeholders.

o Defect management via Quality center.

o Responsible for obtaining sign off from the appropriate business process owners prior to deploying the robotic process into production.

o For one of the accounts, implemented go-live for 20+ blue prism/IPSoft automation that resulted into saving of 8 FTE in the time span of 6 months.

o Assisting with pre and post production support activities as needed. o Preparation of weekly status report

o As part of Cognitive Automation.: Worked with account stakeholders for the possibility of reducing L1 tickets and aiding to help the customer directly with IBM Watson Once identified, will work with project spocs to curate IBM Watson with the possible Q&A based on ticket history, convert it to NLC, and run it in-house for the existing team members for a period of 1 month. Once successful (with multiple NLC cycles) will roll out for the live business users. Implemented for 7-8 projects.

Project Manager

● Responsibilities

o Managing end to end delivery for maintenance projects ( Fast Lubes LOB, Make Sales, Pricing and ATS team)

End to End accountability of delivering IT functional support for 25+ applications.

Ensure delivery meets/exceeds set KPIs and SLAs

Perform RCA and execute action plans to bring in delivery and operational improvements. o Work closely with development teams, QA teams, and project management teams and contribute to the overall success of the project o Perform monthly Service Reviews with key stakeholders in Shell and IBM. o Having a strong experience in interfacing between the technical leadership and top management. Have worked with business and supplier team for on-boarding/solutioning of new applications/enhancements/support to offshore including cost, time and scope of the work. Involved in Quality process, PMR Audits. o For development project, participated in agile/scrum activities including sprint planning, user story estimation & priority, sprint review/retrospective meeting and conducted daily scrum meeting. o Certified KT Coach from the Kepner-Tregoe team. Perform RCA and execute action plans to bring in delivery and operational improvements. Worked and tracked initiatives around the development including implementing lean methodology and increasing productivity. Worked with Global Architect for proposals to give cost benefit to business. o Responsible for managing the Scope Changes to the applications – in terms of support coverage, functional support scope, technology advances, criticality of the applications.

o Worked with business directly towards RTG plan for critical application. o Have worked on on-call support for the applications with client/business and solution team. o Got appreciations from Client on major releases. o Execute the transition of support from Staff-Augmentation contract to Managed Services contract.

Negotiate resource requirements with Shell and provide an estimate.

Team Lead/Developer

● Responsibilities

o Worked on Jiffy Lube POSnet store management application as a Team Lead/Consultant to provide improved reliability and communication, less worry about backups, streamlined opening and end-of-day processes. o Primary responsibility was the Design, Development and testing of enhancements to various Jiffy Lube POSnet Tools. Documented detailed requirements, business functionality/logic and program/data flow for the design of a new system. Maintained all the quality related documents and deliverables. o Coding using C#,.NET and MS SQL Server database. o Worked on the business requirements to translate that to a technical solution. o Helped new business users to understand the existing business logic. o Preparation of test plan, test scenarios and test cases for the functional specifications. o Coordinating the team for the successful completion of testing cycle. o Acted as a mentor for new joiners in the team. · Acting as SME for few modules. QX Pvt. Ltd Senior Analyst Programmer JUNE 2005 – JAN 2007 CredEcard is a financial web application, which offers highly secured payment solutions to merchants for their online businesses. It also has a windows based back office tool

● Performed coding and testing for web applications using NET Framework and SQL Server.

● Also Involved in understanding the requirement and preparing the assessment and technical docs for a module and developing the same. Responsible for getting the module executed by the team of 4-5 people.

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