Project Manager Customer Service

Robert Rossi

*** **** ***** ****

Carol Stream, IL 60188

http://www.linkedin.com/in/bobrossi/

630-***-**** ***.*.*****@*****.***

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SUMMARY

Senior Business Analyst professional with recognized expertise in IT

Project Management. Effectively builds project charters, business and

functional requirements. Manages requirements, defines customer

expectations and is engaged at all steps of the SDLC. Successfully

implements CRM, SRM and custom solutions using Cloud-based and off-the-

shelf technologies. Innovative business solution leader and architect for

leading business process change. Adept at vendor assessment, RFP, RFI and

new technology implementations. Develops strategic project portfolio in

collaboration with Senior Executive teams. Uses both Agile (Scrum) and

traditional methodologies. Improves processes and services through new

solutions and enhancements of existing technology.

Core strengths in:

Product Development ERP Implementation

CRM (SalesForce) Project Management

Cross-Functional Knowledge User Experience Assessment

Facilitation and Change Management Data Analysis

Business Architecture

TECHNICAL SKILLS

Methodologies Agile (Scrum), Iterative, Waterfall, RUP, BDD (TDD),

BPM, BPI, Use Cases

Technologies SalesForce, RightNow, BANNER, Cognos Reporting, Oracle

Reporting, Data Warehouse, LMS and LCMS, Integration

Technologies (SOA, Web Services, WSDL), Portal

Technologies (Oracle, Luminis, cFactor), Legal Support

Systems (Legal Files, CounselLink), Web Analytics

(WebTrends)

Defect Tracking Mercury Suite, Requirements Tracker (SalesForce)

Tools

Project Management Microsoft Project, Daptiv, Portfolio Intelligence,

Assembla, SharePoint

PROFESSIONAL EXPERIENCE

Helix Education Group Salt Lake City, UT

Senior Business Analyst/Product Owner March 2014 -June 2014

Served as primary Business Analyst for small application development team.

Responsible for developing business and functional requirements to support

customer acquisition and retention.

. Facilitated iterative requirements meetings with Solution Architect and

developers to define business rules, system features and end-user

processes.

. Conducted requirements reviews with solution development partner to

validate requirements feasibility and solution design.

. Leveraged experience in product development to provide Product Owner

perspective related to project goals and objectives.

. Validated partner test plans, solution requirements and joint application

reviews.

. Robert Rossi ***.*.*****@*****.*** Page Two

FTD Inc. Downers Grove, IL

Senior Business Analyst/Project Manager September 2013 -March 2014

Worked with business and technology teams to support and develop ecommerce

services and web solutions. Implemented business partner integration

service to grow 3rd party Partner business relationships for FTD.

Collaborated with business partners to assess and improve customer user

experiences. .Identified and recommended product development process

opportunities and led internal process change initiatives. Conducted

internal training services for BA team and other members of the IT

organization.

. Conducted iterative requirements meetings with business leaders and JAD

sessions with technology teams to develop a platform for Partner

marketing and sales of FTD products.

. Collaborated with external Partners and vendors to build solution to

support product ingestion, order integration and customer support

features. Prepared project reports, Partner Orientation and Partner

Implementation documents and business presentations.

. Researched and collected business requirements to support several new

marketing initiatives for FTD including SEO, Mobile solutions and order

processing features. Identified KPI's and metrics for evaluating project

success criteria and current system performance.

. Managed product bug fix and minor enhancement release projects.

. Evaluated and recommended Requirements Management tool for use at FTD.

DEVRY EDUCATION GROUP, Oakbrook, IL

Senior Business Analyst (Project Manager) / July 2010 -August 2013

Business Analyst Manager

Collaborated with business partners across functional areas to define,

develop and implement technology solutions to improve processes. Managed

IT project governance and business capability efforts. Planned and

developed Business Analyst maturity strategy. Implemented custom solutions

using SalesForce technologies.

. Elicited, documented and managed requirements to construct business

support systems using SalesForce technology, enabling business to reduce

content management costs, improve efficiencies and enable deployment

across U.S.

. Identified new solutions for improving customer retention using data-

driven processes.

. Introduced use of Agile methodologies and product ownership practices on

several projects, leading to high quality results of high business value.

Robert Rossi ***.*.*****@*****.*** Page Three

DEVRY EDUCATION GROUP (Continued)

. Developed and implemented plan that improved practice of Business

Analysis and established competency-based model for team of business

analysts, leading to improved project requirements and collaborative

work.

. Managed RFP process evaluating schedule optimization technology,

estimated to save $120M annually.

. Guided business evaluation of Portfolio / Assessment technologies,

selecting "best of breed" solution that supported scalability and process

change

Senior Business Analyst / Project Manager, IT PMO March 2008 - July 2010

Collaborated with diverse business units to identify strategic IT

initiatives. Developed and facilitated initiation of project requests.

Facilitated solution definition, scope and project requirements. Assessed

processes for improvement opportunities using new technologies to increase

efficiencies.

. Collaborated on project to evaluate ERP system, determine future

solutions and identify key factors impacted by transition to new system,

resulting in decision to seek other alternatives from cost-benefit

perspective.

. Led project to convert locally developed application to enterprise-wide

system. Achieved full system rollout within 6 months and improved data

integrity and reporting capabilities while reducing costs 50%.

. Managed customer service technology initiative to deploy Service

Relationship Management system supported by Cisco Call Center

technologies, resulting in faster customer response times and improved

customer SLAs.

. Delivered self-service Business Operation and KPI metrics reporting

initiatives for senior management, leading to improved decision making

and changes to marketing strategy.

. Managed Regulatory Reporting project that re-architected data warehouse

and delivered user-accessible, ad-hoc and standard reports, reducing time

to delivery 75%.

. Performed BPI initiative to evaluate impact of ERP updates on business

practices by reducing critical business tickets 80%+.

Project Manager / Academic Technology Business Analyst April 2007 -

March 2008

Partnered with key business leaders to define instructional technology

projects, capture scope and complexity characteristics, define end-user

requirements, and perform usability and feasibility analyses. Researched

and implemented innovative solutions for instructional delivery and end-

user solutions.

. Initiated project and managed requirements for "next generation" LMS /

LCMS project improving delivery of course content 50%+, improving content

quality and acquiring asset ownership.

. Organized project to review enterprise student research database systems.

Implemented proxy server solution for single sign-on solution to diverse

set of vendor resources, reducing maintenance time 80% and reducing

customer support calls 90%.

. Managed vendor evaluation project to select LMS system to replace

essential course delivery platform for Online education operations.

Facilitated input from wide cross-section of stakeholders, researched

options and performed vendor evaluation and selection within 6 months.

. Managed portfolio of projects to support innovative program in Game and

Simulation Programming by developing new learning technologies (Virtual

Worlds, Online Games, Cloud and Citrix-based applications).

Business Analyst / Project Manager (IT PMO) July 2005 - April 2007

Identified IT strategy and goals partnering with CIO and other Senior

Executives to prioritize IT and business process improvement projects

following ERP implementation. Managed and led initiatives to assess

business needs and find solutions.

Robert Rossi ***.*.*****@*****.*** Page Four

DEVRY EDUCATION GROUP (Continued)

. Led several projects to construct integrations between Legacy Systems and

ERP, resulting in cost savings of 75%+ from manual processes.

. Developed full suite of operations reports following ERP implementation

using JAD approach, prototyping and iterative development approach to

achieve quality results.

. Collaborated with senior management to perform monthly assessment of ERP

business impact. Developed technology improvement priorities and

roadmap. Implemented mitigation strategies for business users.

Quality Assurance Manager (IT) July 2004 -July 2005

Assessed IT SDLC maturity, development of SDLC and organizational change to

implement SDLC and QA practices. Assembled QA department, practices,

staffing strategy and training of IT organization in QA best practices.

. Developed roadmap to initiate QA processes within immature IT

organization, leading to a standard approach to project management and QA

practices. Launched QA processes and practices, building a foundation

for QA practices and a current team of 12 full-time QA staff.

. Proposed organization strategy for introducing QA to project life cycle,

resulting in 30% of all projects using QA processes in Year One.

. Researched, facilitated and organized committee to establish SDLC

methodology for all projects, utilizing RUP as foundation. Developed and

implemented training strategy and program for entire IT organization and

business, resulting in establishment of formal audit and controls

practices in organization and reduction of project communication issues.

Team Lead / Business Process Analyst (IT) June 2000 - July 2004

Mapped current state business processes, determined future state processes,

evaluated ERP process gaps and documented system requirements. Identified

and implemented "early win" projects, including training.

Operations Manager / Information Technology Manager January

1995 -June 2000

Managed and provided technology services (Networks, Telephony, Web

Services, and Administrative Technologies). Managed Budget and Operations

Divisions.

EDUCATION

MBA, Organizational Development, Lewis University, Romeoville, IL

MS Ed, Guidance and Educational Psychology, Southern Illinois University,

Carbondale, IL

BAS, Psychology, University of Illinois at Chicago, Chicago, IL

PROFESSIONAL DEVELOPMENT

Real World Agile and Scrum, 3-day workshop

Coaching for Optimal Performance, 1-day seminar

Focused on Facilitation for Business Analysts / Project Managers, 3-day

workshop

Quality Assurance Boot Camp, 4-day workshop

PMBOK and Project Management seminars / workshops

Contact this candidate