Customer Service Project

P u rva Pa r ikh

***** ******** ** • L ansdowne, VA 20176

571-***-**** • p a r *********@*****.***

Objective

Project Management or Senior Analyst position with a focus on Team

Leadership, Analysis, and Customer Experience

Summa ry of Qualif ications

Organized and goal-oriented, with more than 5 years of experience in systems

analysis and over 2 years of experience in project management

Analytical problem-solver, able to anticipate issues and create new systems that

streamline operations, resolve concerns and improve efficiency

Skilled in building excellent rapport with clients and team members, with the

ability to manage multiple projects and meet deadlines.

A strong work ethic with the ability to see the big picture, delegate effectively and

motivate team members to achieve on-time project completion.

Other skills include: MS Project, SharePoint, MS Office (Visio, Excel, Power

Point), Req Pro, HP ALM, Jira, SAP, SQM, CRM applications, Business Process

Analysis, BPM, Cognos, SDLC - Waterfall and Agile methodologies, UML, JAD,

Use Case Development, Client/Server architecture, Web development, SRS and

Data Mapping, Data Analytics, Vendor Management, Solution Architecture,

Process Improvement and Business Strategy

Education & Certifications

2007 – 2010 George Mason University Fairfax, VA

Bachelor of Science in Information Systems and Operations Management

ITIL Foundation Certificate in IT Service Management, 2013

Professional Experience

Mar 2011 – May 2014 Verizon Digital Media Services

Ashburn, VA

Project M anager/Business Analyst

Project M anager – VD MS Monitor ing 2.0

• Directed the planning, design, production and management of Integrating COTS

monitoring solutions as part of the VDMS end to end Monitoring services

o Developing a phased out project plan

o Supervised project teams, including technology, architecture, operations

and other internal project staff

o Meeting regularly with interdepartmental work streams to monitor and

evaluate the solutions, discuss procedures and recommend service

improvements

o Meeting with all stakeholders weekly to provide project updates including

providing project status to the executive team

o Control and update all project documentation as needed

o Managing risk register and action items register

o Ensure quality deliverables related to the project are completed on time

P roject M anager – VD MS Storefront release for Revolt T V

• Directed the planning, management and implementation of all activities related to

VDMS Storefront release for Revolt TV

o Developing project plan with WBS

o Supervised all work streams including operations, technology,

professional services, and external vendor teams (MPX – thePlatform)

o Meeting weekly with all stakeholders for work stream updates and report

to executive team

o Working with the vendor team to build interface agreement between

VDMS and MPX

o Working with internal teams to build interoffice agreements

o Initiated cross-training with all departments to streamline project

completion

Business Analyst – Admin Ops Portal/Customer Portal

• Operations lead for Admin Ops Portal/Customer Portal UIs

• Collaborating with Ops SMEs/Product teams for Use Case development

• Facilitating training for VDMS operations team for Admin Ops Portal System

• Developing/updating system user guide for Admin Ops Portal for each release

• Developing UAT test cases for Admin Ops Portal/Customer Portal Systems

• Supporting UAT teams with test cases developed

• Performing ORT with all VDMS Operations teams of new business processes,

capabilities, and supporting technologies

• Working with Product and Development teams to review/validate/prioritize

requirements

• Collaborating with Product and Development teams to develop/review wireframes

for Admin Ops Portal and Customer Portal UIs

• Working with operations managers to asses operations Impact for service rollout

and developing OIA (Operation Impact Analysis) for executive teams

• Providing SME input in Change requests generated for the CR Manager

• Translating business requirements into functional & non functional system

requirements

• Review detail design/documentation with software developers prior to coding, and

clarify any questions or issues

• Working with Accenture team on Salesforce Integration with Admin Ops Portal

for batch ticketing feature to streamline operations

• Documenting requirements for Salesforce configuration from Tier 1 and Tier 2

teams

• Developing Salesforce reporting dashboards for Tier 1 and Tier 2 support teams

• Developing and documenting requirements for DCDS (Digital Content Delivery

System)/UCDS (Unicast Content Delivery System)

• Developing Operations Model/Service Capabilities Model for UCDS and VDMS

1.0 Release working with Deloitte consulting team

• Key Interface for Operations working with Vendors (IBM/Open Text/HP) to

analyze and validate requirements for Platform/Content Catalog/Data Collector

services

• Managing internal development teams/vendor teams to ensure alignment for

release timelines

Oct 2008 – Mar 2011 Exostar Herndon, VA

Requirements Analyst/Application Administrator I I

• Administration of Exostar Vendor Management applications: Supply Chain

Platform (supply chain visibility, collaboration), SourcePass (On-demand

Sourcing), and ForumPass

• Perform quantitative and qualitative analysis of IT systems and run weekly

performance metrics to report to stakeholders and senior management

• Troubleshoot and resolve problems within application and enterprise environment

meeting SLA requirements

• Document functional requirements meeting stakeholders

• Creating and tracking Salesforce cases for administrative changes and company

account changes

• Creating weekly SLA reports in Salesforce for Case Management

• Facilitate JAD sessions with software engineering team and other stakeholders

• Document new re-engineered business processes and process improvement

procedures

References and additional work history can be provided upon request

Contact this candidate