Project Manager Management

Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

Cover Letter

Dear Hiring Manager

With great interest, I am forwarding you my resume for the position of “Sr. IT Project Manager”, as advertised recently on

Indeed.

Being a Canadian citizen I do not required visa sponsorship, I am eligible to work in USA on TN visa (Under NAFTA

agreement) which will be obtained by me at US Canada Border/Airport. During 2006 2008 I obtained 3 TN visas and

worked in Maryland and California.

I am highly organized and self motivated, have excellent communication skills, and thrive in high pressure environments. A

solid team player, I work to tight deadlines and has plenty of initiative.

Extensive IT background in project management; technology needs analysis; systems management, 3rd parties and

outsourcing vendors management, repair and maintenance; as well as infrastructure and application architecture design and

experience in the areas of Telecommunication, Healthcare, Call Center, CRM, DWH, in house Development, Invoicing/Billing,

GP, Mobile Money and AML.

I believe that my strong background in IT Project Management, combined with my extensive experience in Analysis,

application/database designing, documentation, planning, executing, monitoring, Product management, experience in business

application particular web base applications, telecom Products & Promotions, DWH Applications & Management Reporting,

RFP, RFI & BOQ, ability to think from users prospective, attention to details, Matrix management structure, ERP selection and

its technical & Business facilitation, Self starter, building excellent networks with key contacts outside own area of expertise,

excellent relationship with stakeholders, users and vendors.

Dedication and a great combination of management and technical skills are the key attributes that have contributed to my

success throughout my career. To keep you abreast with some of my qualifications, the following are qualities that I could bring

to your organization:

I look forward to hearing from you. Thanks very much for your time.

Best regards,

Sartaj Hafeez

+1-905-***-**** (Home)

+1-647-***-**** (Cell)

Enclosure: Résumé

Linkedin Profile: http://www.linkedin.com/pub/sartaj hafeez/8/915/95b

************@*****.***

10/22/2013

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Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

OBJECTIVE

A senior level Management position as IT/Project Manager/Business Analyst

Fields of Interest: Information Technology Software Development Telecom Project Management

SUMMARY

• Experienced project manager offering 10+ years of success leading all phases of diverse technology

projects.

• Dynamic Project Manager who leads complex, multifunctional teams in the development and implementation of

strategic solutions that increase efficiency, reduce costs, and enhance bottom line. Analytical leader who rapidly

determines business needs and present clear, actionable technical solutions. Expert consensus builder who rapidly

communicates project value to senior management, "in the0trenches" technical teams, and non technical stakeholders.

Milestone driven professional who consistently hits the finish line on time and within budget on every project.

• Business strategist; plan and manage multimillion dollar projects aligning business goals with technology solutions to

drive process improvements, competitive advantage and bottom line gains.

• Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client

executives and their respective teams.

• Highly accomplished and goal oriented IT professional with experience in strategic planning and development of IT

infrastructure. Armed with proven record of accomplishment in managing complex IT projects involving ERP, financial

applications and various large scale software packages, databases, collaboration, web conferencing and productivity

applications.

• Highly motivated and driven, with a great combination of technical project management, organizational, planning and

communication skills. Equipped with solid understanding of technology strategy and implementation, coupled with proficiency

in technology support and resources for company projects. Able to work with a matrix organization and to establish productive

and professional relationships with IT staff, business partners, management and operations teams.

• Strong project management knowledge and experience with the entire project life cycle.

• Experience in managing multi million dollar (ranging $40K to $3 million) global application projects involving multiple

technologies and multiple teams (ranging 8 20) at different geographical locations.

• Clients and Vendors relationship; proven experience in client relationship building & management and onsite/offshore

delivery model.

• Fifteen years of computer programming experience within Healthcare Service Providers, Financial

Services, Mutual fund, Hospital, City Government and with IT Services firm.

TECHNICAL STRENGTHS

Project Management MS Dynamic CRM Software Development Lifecycle

Custom Software Development Requirements Analysis Costing & Budgeting (CAPEX & OPEX)

Project Scheduling Cross Functional Supervision Team Building & Mentoring

Client Relations & Presentations ROI Analysis Vendor Management

IVR/CTI/PABX/Workforce Management Vendor and Outsourcing Productivity and Performance Evaluation

Managements

Global Coordination Resources Management Product and Vendor Evaluations

Cross Functional experience Call Center Coordination DWH Management

Business and System Analysis Telecom Product & Promotions/VAS Call Center Technical support &

Coordination

ISO Processes/KPIs/RFQ/RFI/BOQ C level Management Application Designing and Quality

Assurance

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Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

Technical Skills

Software Cognos Powerhouse 4GL, DCL, VMS, WRQ Reflection, EDT, Powerhouse Ver. 8.13.D, UNIX Script

Hardware VA cluster, OpenVMS, Reflection, Microsoft Tools, UNIX, IBM AS/400, OS400 Ver. 6.2 1H3

OS Open VMS, Windows 3.11 and Windows 95

Network Windows NT 3.51 and Netware 3.11

Utilities Lotus, Norton Utilities and Jumbo Backup System, MS Office (Word, Excel, MS Access, PowerPoint, Visio,

SharePoint), PHD, QDESIGN, QUIZ, QUICK, QTP, SEU, CL, ED, EVE, Crystal Report Writer, Ceridian, IVR,

PABX, Symposium, Call Center Applications

PROFESSIONAL EXPERIENCE

ROSHAN (TDCA) WEST ASIA

Senior Manager Development and Maintenance July 2008 Aug 2013

Lead on multiple projects, oversee the entire operations of IT Department, including IT development, IT operation and IT

support, along with application development, Customer billing development and its monthly execution, DWH and MS Dynamic

CRM. Call Center Technical support and Call Center customized Applications. Strong SDLC understanding and knowledge.

Responsibilities

• Creating and maintaining the project charter, project management plan, project schedule, resource plan, cost plan,

allocations and assignments and other project documents and obtain approvals.

• Creating and maintaining Planning and tracking the project activities of application teams through the entire life cycle

of the project. Identifying and managing risks and issues in the project.

• Creating and managing project change requests. Used PM methodology tools to implement the project.

• Daily, weekly and monthly status meetings and status reporting to business and IT management.

• Coordinating the interaction of the offshore and onshore teams to ensure smooth and timely completion of project

tasks.

• Supervised and provided guidance for smooth running and customization of MS Dynamic CRM & GP (Great Plain).

• Facilitated Customer Care with MS Dynamic CRM customizations, performance issues, MS Dynamic CRM health

Check, workflow changes, and integration of additional MS Dynamic CRM applications into MS Dynamic CRM.

Customized Top Management reports.

• Project lead in ERP project MS Dynamics AXAPTA, Involved existing GP 9 users/stakeholders and with help of MS

arranged MS Presentations/workshops on GP 10 and MS Dynamic ERP AXAPTA in Dubai, upon Stakeholders

agreement to go with MS ERP Dynamic AXAPTA took the lead as technical project manager, worked with MS Gold

partner for replacing GP 9 and implementing AXAPTA with data mapping, data migration, users training on AXAPTA

and implementing AXAPTA on new hardware.

• Facilitating and participating in design and architecture reviews – both technical and functional.

• Planning implementation activities by coordinating with different project and infrastructure teams.

• Additional responsibilities include performance appraisals, billing and invoicing, creating SOWs, timesheet

management, mentoring juniors etc.

• Responsible and accountable for the coordinated management of multiple related projects directed toward strategic

business and other organizational objectives.

• Experience in managing multi million dollar ranging $50k to $2.5 million, global application projects involving multiple

technologies and multiple teams ranging 6 – 29 resources at different geographical locations.

• Seasoned professional with excellent communication skills and outstanding skills on Project Initiation & Planning,

Scope management, Estimation & Schedule management, Cost management, Resource management, Risk & Issue

management, Change management and ability to support multiple projects.

• Project planning (MS Project), execution, reporting, and issue management synchronized across all technology

streams. Key projects reporting to Top Management including regular status meetings.

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Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

• Direct the coordination of all implementation tasks involving third parties vendors as well as provide consultation to

clients on system implementation.

• Analysis of competitive Industry trends and new Vendor technology solutions and products and preparation of RFI and

RFP bid responses. Strategy development / Balance Scorecard.

• Technical Project coordination for Call Center Applications and its infrastructure.

• Coach, mentor and lead personnel within a technical team environment.

• Managed client engagement services and solution implementations.

• Apply best practices in controlling in house development, while ensuring quality, testing and implementation, along

with overall phase of call center requests involved in IT budgeting.

• Provide continuous leadership and guidance to local staffs. Responsible for staff/account management and

prioritization and forecasting.

• Provided delivery management to ensure customer satisfaction and reference ability.

• Work with business partners to prioritize work, provide business training support, and ensure sign off processes

maintained.

Major Projects

Loyalty Application: Point reward and redemption system which reduced company’s Churn figure and maintained

customer loyalty and brought extra revenue.

New DWH Project – With long and strong Project Management experience I successfully completed and implemented the

project with estimated cost of $2.5 Million within dateline and initial cost.

MS Dynamic CRM Customization Project – I was responsible to have this project done end to end. Close coordination

efforts of internal and external stakeholders made this project successful. Since project was delivered on time, this saves

man hours resources, consultancy fee etc. amounting to $ 250,000 USD.

Customer Registration Information Tool – Designed supervised and implemented CRM Data Entry Tool which

provided more accurate and clean customer’s data to CRM which saved US$ 80,000.

Customer Care “Master Screen” – This is offering our call center the much needed ‘360’ degree view of customer

details. Previously 24 systems were used and I was able to provide with one screen having everything in it. This is truly

delighting Customer Care as the CSRs does not have to toggle from one system to another. This project avoided buying

new CRM resulted in company saving near to $1 Million.

Procurement Management System (PMS): Supervised and lead the project from designing phase to final

implementation of the PMS, It was a Purchase Request (PR) tracking system from PR initiation to creating Purchase Order

(PO), Approval and Rejection were track down properly with email alert system. The in house application saves company a

lot in Dollars and streamlined the PR tracking and current status.

Post Paid Billing System: Designed and helped in house developer to develop and implement new in house Billing

systems for post paid customers.

Collect Call: The 3rd Party project was successfully supervised and implemented which created additional revenue for

company.

Self Help Menus in the IVR – Implemented project to provide our customers self help menus so that the customer has

the option to either talk to a live agent or do the transaction by himself/herself. This is mostly on the activation and

deactivation of a product. This was able to augment our manpower capacity and was able to save 20 additional FTE.

Maintenance of the entire call center systems – Responsible for making sure that Customer Care, Call Center systems

are up and running to provide our customers continuous service.

Proxy IN (Intelligent Network): IN Proxy served as Middle layer for external vendors to avoid reaching direct to IN which

secured IN from outside intervention.

Technology Environment

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Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

IN (Intelligent Network), OCS, SMSC, IVR, PABX, Symposium, Oracle 9i, Oracle 11g, C#, .Net, Web services, SQL, Oracle BI,

Windows, Window Application, VB, M9000 servers and EMC Storage.

CGI, VICTORIA, BRITISH COLUMBIA, CANADA

Consultant Apr 2008 – Jun 2008

Responsibilities

Assumed full responsibility in directing the Ministry of Education’s projects

Played an instrumental role in modifying the existing School System for the Ministry of Education

Abacus Corporation / Phoenix American Inc., San Rafael, California, USA

Consultant Apr 2007 – Mar 2008

Responsibilities

Managed and coordinated the upkeep of existing systems, as well as the creation of new systems and modification of

existing programs

Conducted comprehensive business analysis to support users and production

Performed troubleshooting, IT testing and documentation, along with exporting data to Excel sheet and FTP files

Made major contributions in completing data dictionary change and addition

ALTA IT SERVICES / Coram Healthcare, Columbia, Maryland, USA

Programmer Analyst Jul 2006 – Mar 2007

Responsibilities

• Identified needed changes in the systems by closely interacting with users to better work on various requests

• Presented up to date reports on the status of projects, along with ad hoc complex reports and queries

• Improved the system through guidance and support at levels 2 and 3

• Rendered keen oversight to account receivable systems

NORTH YORK COMMUNITY CARE ACCESS CENTRE, NORTH YORK, ONTARIO, CANADA

Programmer Analyst Apr 2001 Jul 2006

Responsibilities

• Adopted innovative ideas in developing new custom applications

• Closely worked with users from the beginning of design phase through programming and testing

• Recorded newly created programs and procedures, which encompassed designing, programming, testing and

implementing the system

• Aided testers in making the software error free through accurate diagnosis and correction of production issues

• Developed numerous new systems, responsible for ordering system which transmits data to healthcare using EDX

(Electronic Data Exchange) and fax

• Monitored the completion of various projects, job estimation, documentation and user support

EARLIER EXPERIENCE

Senior Developer JEWELSTONE SYSTEMS INC., Toronto, Ontario, Canada Mar 2000 – Feb 2001

Computer Systems Analyst III THE CHILDREN’S HOSPITAL, Denver, Colorado, USA Nov 1997 – Jan 2000

MIS Manager MOOD COSMETICS Stamford, Connecticut, USA Apr 1996 – Oct 1997

Project Manager JOINT VENTURE ABM COMPUTER SYSTEMS Tashkent, Uzbekistan Apr 1994 – Dec 1995

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Phone: +1-905-***-**** (Home) +1-647-***-**** (Cell)

SARTAJ HAFEEZ E mail: ************@*****.***

Project Manager ABM DATA SYSTEMS (PVT) LTD. South Asia Jan 1990 Apr 1994

• Land Management System: Lead and successfully implement Land Management System (LMS) for City Government,

first ever computerization of Land records, Transfer history all relevant process which reduces corruption and benefited to

general public with more accurate land information.

• Land Allotment by Balloting: Implemented Land allotment through transparent balloting system which helped general

public to get land at City Government cost with transparent allotment.

• Payroll: Manual Payroll was computerized for 8000+ employees, reduced errors and reduces manual efforts to process

monthly payroll with automatic tax deductions.

EDUCATION

Master Degree – Master of Science (M.Sc) in Applied Physics and Mathematics, Moscow State University, Moscow, Russian

Federation.

CERTIFICATIONS

• ISO 9001:2008 Processes and its Auditing

• ITIL Foundation Certification in IT Service Management

• Ceridian HR/Payroll System Setup Training (USA)

• Ceridian HR/Payroll User Training (USA)

• Ceridian Customization (USA)

• Crystal Report (USA)

• COBOL Language Course

• BASIC Language Course

• Advanced Cognos Powerhouse Training, Cognos Powerhouse 4GL: Cognos, Hong Kong

• ArcInfo (Geographical Information System) Course, Environmental System Research Institute, Inc. (ESRI) of USA

• English Daily Newspaper DAWN Management Game

• Diversity and Cultural Awareness Training

• Communication Skills Training

• Meeting Success through Leadership and self Mastery Seminar

REFERENCES: Available upon request.

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