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Project Manager Customer Service

United States
April 29, 2014

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Ami Patel

Houston, TX - *****

Citizenship Status: US

Career Objective: My goal is to obtain a challenging position as a Business Analyst/Associate Project Manager

to work with businesses, gain valuable information about their goals, operation & areas for improvement,

provide efficient & effective solution/s to help businesses achieve the best solutions resulting in

increased business productivity in the market & in addition enhance my skills & competency.

Career Targets: Business Analyst, Lead Business Analyst, Project Management

Preferred Industry: Any

I have over 14 yrs of experience as a Business Analyst & as a Project Manager in providing efficient & effective

solutions helping organizations achieve increased productivity in the market place. Demonstrated skills in project

resource management/planning, standardizing processes, analyzing existing processes, re-engineering processes,

understanding industry trends & recommending best courses of action for clients & partner companies. Experienced in

all phases of the systems development life cycle.

Core Knowledge & Skill Areas

• •

Project Management & Project Resource Visual Paradigm

Planning Process Improvement

• Business Analysis (including Re- • Excellent Written & Oral Communication

Engineering concepts) Skills

• Business Requirements Identification & • Time Management & Personal

Development Organization Skills

• Agile & Waterfall Methodologies • Presentation Development

Software Skills/Tools

Edraw, Sugar CRM, CATS, Covisint Connect, CRT, Test Track, Blue Print, Visual Paradigm for UML 8. 0, Visual

Paradigm 3.2, SharePoint, MS Office 2003, 2007, 2010 (Excel, Word, Outlook, PowerPoint, Visio, MS Access, etc.),

TeamCenter, TeamConnect, WebFOCUS, e!Vista, eTracker, COBOL II, IMS DB/DC, MS FrontPage 98, DB2, SQL, JCL,

Xpediter, File-AID/MVS, STROBE

Career History

Helios Solutions – Vadodara, Gujarat - India Jan 2013 to Feb 2014

(Contracting Company – Devika Inc)

Jan 2013 – Feb 2014: Project Manager

• Coordinated customer business requirements for CMS/eCommerce, Mobile Application Development

technologies between developers, native European Coordinators & European Clients

• Responsible for planning, controlling, monitoring, managing & directing assigned

project resources to best meet project objectives, ensuring high quality development & testing, meeting

deadlines, etc.

• Managed two teams consisting of a total of 25 developers

• Responsible for assigning work to developers, tracking project progress (MS Project for internal tracking &

Excel for sharing project progress with clients), reporting & sharing project progress to upper management &


• Additionally, responsible for placing Company Processes & Standards in place

Compuware Corporation - Detroit, Michigan Nov 1997 to Feb 2012

Jun 2011 – Feb 2012: Business Analyst/Project Management


• Coordinated GM Supplier on-boarding globally for EDI Compliance: EDI or WebEDI

• Coordinated testing of trading partnership setups

• Reviewed supplier test files sent to Covisint for accuracy & approval to move suppliers to production

• Escalated non-compliant suppliers & suppliers declining EDI Compliance to GM within guidelines &

timeframe set by GM

• Updated EDI Compliant supplier information on CATS for move to production

• Maintained strict consistency & diligence in reporting supplier EDI Compliance status to GM

Feb 2010 – Jun 2011: Business Analyst/Project Management

City of Detroit

• Re-engineered processes for the City of Detroit Income Tax (ITAX) & Building Safety Engineering &

Environment (BSEE) Divisions

• Gathered & scribed business requirements from JAD sessions (using the Agile Methodology) for the AS-IS

Model of the ITAX Divisions Tax Returns’ Processing. Created AS-IS flows of the existing processes for Audit &

Financial Reporting, Taxpayer Services, Corporate Audits, etc. Coordinated & facilitated JAD Sessions with customers

to capture requirements, process flows including Business diagrams, Data Flow diagrams, Process Maps, UML

Diagrams, Wireframes, User Interfaces, etc. for the TO-BE processes of the ITAX Divisions Tax Returns Processing

• Identified Contractor application forms for permits & licenses required for Boiler, Elevator, Electrical &

Mechanical sections of BSEE Division. Identified & documented steps to complete Contractor application forms,

application processes for each application form, data fields, data sources, etc. to implement online application of

permits & licenses. Identified business & systems rules for Contractor applications for permits & licenses

• Interviewed & coordinated sessions with City of Detroit stakeholders to capture & record business needs,

bottlenecks & pain points

• Attended daily Scrum Meetings to discuss progress, bottle necks, updates on progress from other teams

Jul 2007 – Oct 2009: Business Analyst/Project Management

Visteon Corporation

• Coordinated activities with Business Support Specialists in executing task completions & following standard

operating procedures using SharePoint

• Gathered business requirements using the Agile Methodology to develop Data Migration process from other

systems to PCAM, EAM, QAS, etc. & WebFocus reports

• Collaborated with departmental managers to deploy established data migration strategy & with end-users to

deploy PLM Enterprise Global BOM & Change (GBC)

• Key deliverables:

Populate ETL (Extract Transfer & Load) for departmental managers to validate BOM structures prior to

uploading to GBC

Coordinated with non ETL locations (SA, Europe, Asia, etc.) to populate data migration templates per Visteon


Weekly progress reported to executive management

Maintained standards for plants & part names prior to migration to GBC

Assisted & coordinated UAT testing & provided ETL production support

• Trained PD Engineers & MDS Analysts in using ETL tool to validate BOM structures in preparation for load

to GBC. Reviewed error logs from loads to GBC TEST & PROD environments. Released parts in GBC from working

level to frozen. Assured that company compliance was communicated, implemented & monitored on an ongoing basis

• Coordinated development of WebFocus reports & delivery timing with customer/functional groups &

developers using SharePoint

• Tested, developed procedures/processes & offered recommendations for ongoing improvement/enhancements

of updated processes

• Identified &/or analyzed business problems with WebFocus Reports & developed procedures for solutions to


Nov 2001 – Jun 2007: Business Analyst/Project Management, Strategic Portfolio Specialist

Ford Motor Company

• Gathered & published monthly metrics on AOS operations support performance (Waterfall Methodology)

• Maintained & updated AOS Operations TeamConnect website

• Published communications to application groups about systems issues & month-end moratoriums

• Recommended process improvements & enhancements to resolve recurring incidents

• Monitored mainframe application performance

• Analyzed probe (STROBE) results to determine root cause of poor program performance & recommended

performance improvements & enhancements to application team

• Followed up with application team(s) to track implementation of performance enhancement recommendations

to determine & report projected annual savings to application team & its management

• Collaborated with business partners, business customers & systems to gather metrics for Green Belt 6 Sigma

projects for process improvements & best practices for online & batch processes

• Resolved system, training, & application issues

Sep 2000 – Oct 2001: Business Analyst, Programmer Analyst

Ford Motor Company

• Gathered requirements for enhancements & initiatives using a formal systems life cycle methodology

(Waterfall Methodology), developed program specifications

• Analyzed, designed, developed action diagrams & test plans. Identified reports & screen outputs produced by

the system to develop & write business requirements for enhancements

• Coded & tested programs & executed system testing

• Managed cross-module coordination for large initiatives in excess of 2000 hours of development

• Performed QA audits as the Systems Quality Assurance representative for team

Nov 1997 – Aug 2000: Lead Technical Analyst, Programmer

Ford Motor Company

• Ensured Y2K compatibility of all bar-coding hardware & software used in Ford manufacturing plants globally

• Created test cases & coordinated necessary vendor changes for over 100 various pieces of equipment in test


• Received Client recognition award for outstanding contribution

• Supported a major critical project (5000+ hours) containing complex cross-module software changes

necessary for the successful launch of Ford prototype plants globally

• Worked directly with vendors to ensure proper installation & configuration of all radio frequency equipment

• Coordinated all aspects of the systems development life cycle (Waterfall Methodology), from gathering

business requirements, specification design, coding, testing & production support

First Federal Of Michigan - Detroit, Michigan Jan 1995 to Oct 1997

Jan 1995 – Oct 1997: Customer Service Representative

First Federal of Michigan (now Charter One Financial)

• Processed daily cash/check withdrawals, cash/check deposits, mortgage payments

• Opened/closed checking/savings accounts, branch balancing, ATM balancing

• Performed strategies to attract customers & sell numerous banking products

• Assisted customers in completing Residential Mortgage applications, Student Loan Applications, etc.

• Performed all activities & provided any assistance required in the daily functioning of the bank


• Bachelor of Accounting - Maharaja Sayajirao University, Vadodara, India


• CAPM - In Progress

***References: Available upon request

***LinkedIn URL:

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