Project Manager Customer Service
Resume:
Daniel Frank
Finksburg, MD 21048 Email:
***.*******@*****.***
SUMMARY OF QUALIFICATIONS
A distinguished Six Sigma Information Technology Professional with over
18 years of experience as a Technology Manager, Business Analyst,
Project Manager, and Process Improvement. Expertise in leading project
teams within the energy, financial, Transportation & Logistics and
Department of Defense environments. Solid background in managing
projects and project teams implementing software solutions of large and
small scope. Excellent motivator with exceptional communication and
team building skills. Proven knowledge and experience creating
solutions to diverse business problems and challenges through custom
software design and development.
SELECTED HIGHLIGHTS
. Life Cycle Development
. Business Analyst
. Business Requirements
. Functional Requirements
. Quality Assurance
. Finance Experience
. Transportation and Logistics
. Energy Experience
. Department of Defense
. Government Experience
. Process Improvement
. Team Building
. Six Sigma Green Belt
. Customer Relations
. Excellent Communication
EDUCATION
. B.S. Information Systems Management, University of Maryland
University College
. International Business, Minor Japanese, Boise State University
WORK EXPERIENCE
Carroll, Frank & Plotkin, LLC Financial Services Baltimore, MD
Jun 2013 - Present
Sr. Information Technology Project Manager
. Liaison between business operations and Information Technology.
. Eliciting requirements for all IT projects.
. Working extensively in the Financial Services Market, including,
Stocks, Bonds, Mutual Funds and Money Markets while being SEC
compliant for all IT related projects.
. Clarified client requirements, business needs and project
objectives, via conference calls and client meetings, in
collaboration with all stakeholders.
. Facilitated multiple concurrent projects and task.
. As-Is and To-Be work flow analysis, surveys, use cases and
scenarios.
. Documentation (Process maps, narratives) of existing systems as
well documenting integration of new systems.
. Evaluate information gathered from multiple sources, reconcile
conflicts, and decompose high-level information into details,
abstract up from low-level information to a general understanding,
and distinguish user requests from the underlying true needs.
. Worked closely to make sure all projects are SEC approved.
. Worked closely with Information Technology Software vendors.
Shell Oil USA (Icon Consultant) Houston, TX
Mar. 2013 - June 2013
Sr. Business Analyst, Downstream Oil and Gas
. Worked for Shell's Smart Manufacturing Downstream Oil and Gas which
was a large project to implement new technologies at all Shell
owned and operated refineries.
. Eliciting requirements by conducting requirements workshops.
. As-Is and To-Be work flow analysis, surveys, use cases and
scenarios.
. Evaluate information gathered from multiple sources, reconcile
conflicts, and decompose high-level information into details,
abstract up from low-level information to a general understanding,
and distinguish user requests from the underlying true needs.
. Demonstrated leadership capability to ensure facilitating sign off
from stake holder, project sponsors and users along with
perseverance to ensure Technical Leads understand the business
requirements through BRD reviews.
. Worked seamlessly with Functional Analysts to provide guidance on
the business requirements.
. Successfully engaged in multiple projects simultaneously.
. Serves as the conduit between the business units, technology teams
and support teams.
. Demonstrated expertise in Requirements Management tools,
Prototyping tools and Quality (Sigma Green Belt).
. Demonstrated excellent verbal and written communication skills with
the ability to interact professionally with a diverse group,
executives, managers, and subject matter experts.
NRG Energy (Icon Consultant) Houston, TX
Mar. 2012 - Feb. 2013
Project Manager and Business Analyst
. Responsible for documenting all processes and identifying
deficiencies.
. Worked between NRG Corporate and NRG Residential Solar Solutions
while Residential Solar
Solutions was still operating as a start-up company.
. Responsible for integrating SunLease, a start-up solar leasing
company, into NRG's environment, including; NRG's process, IT
systems, IT applications, company branding, company standards and
protocols.
. Responsible for process re-engineering and migration of various
systems including:
o Financial Operations
o Sales Operations
o Back Office Operations
o Maintenance and Warranty Operations for company assets (O &
M).
o Collections & Legal issues concerning collections.
o NRG branding
o Partner on-boarding
o ACH billing process
. Managed the system selection process to meet the needs of lease
processing of energy products.
. Worked with senior management and Information Technology to define
the strategic vision of the company.
. Created Visio Process Maps for all phases all the business.
. Provided technical assistance with development and integration
of systems.
. Provided analysis for business rules, updated processes,
procedures, test plans, and test scripts for UAT.
. Create Business Requirements & Functional Requirements.
o Use Cases
o Traceability Matrix
o Conducted UAT
o Created and documented reports for KPIs
. Provided specifications requirements for system changes.
. Lead a team for disaster contingency planning for at risk
assets.
. Worked with the Information Technology Group to review and demo
Maximo and SAP for operations and billing processes.
. Assessed the technology needs of the organization and made
hardware, software recommendations.
. Helped with the integration project of DocuSign with
Salesforce.com and other internally developed systems.
. Exposure to NRG Energy generations assets; oil, gas, natural
gas, nuclear, solar and wind.
RR Donnelley / Financial Services Business Unit Lancaster, PA
2008 - 2011
Information Technology Project Manager
. Direct management of 7 software engineers.
. Hired, mentored, and performance planned staff as necessary to meet
project needs.
. Created Request for Information (RFI) and Request for Proposal
(RFP) documents.
. Initiated kickoff meeting with all developers and project
stakeholders to set standards for the project.
. Defined and introduced the project, team members' roles, and key
deliverables.
. Mapped out timelines, milestones and communication processes for
internal team members and client using Microsoft Project.
. Clarified client requirements, business needs and project
objectives, via conference calls and client meetings, in
collaboration with all stakeholders.
. Collaborated with Technology and Sales teams to facilitate
communication for successful project development.
. Managed an on-site team and off-site team.
. Extensively used Agile, SCRUM Project Management methodologies.
. Conducted business analysis, product and project assessment and
feasibility.
. Strategized project scoping and specifications to create
Statement of Work.
. Created and documented quality measures and reports for KPIs.
. Created flow charts of new processes using MS Visio.
. Create Business Requirements & Functional Requirements.
o Use Cases
o Traceability Matrix
o Conducted and worked closely with UAT Teams
. Specialized in document repositories, including user requirements,
functionality, user interface and integrating the repository into
the print flow process.
. Produced user manuals for client repository applications.
. Monitored successful deployment of new product applications to
meet client deadlines.
. During deployment of new application, worked with system
administrators and developers to ensure successful launch.
. Developed and implemented user training programs of new product
application.
. Held post-deployment meetings to review project strengths and
liabilities and to ensure the process is working as planned and to
look for possible improvements for future projects.
. Overviewed applications to ensure usability met the client's
needs and standards.
. Have a solid understanding of SEC requirements for printing
prospectuses and supplement and first dollar transactions.
U.S. House of Representatives, Pennsylvania's 16th District Lancaster,
PA 2008
U.S. Congressional Candidate
Was officially on the ballot as a U.S. Congressional Candidate.
Participated in three live debates, one held by WGAL 8, hosted by
anchor Anne Shannon. Participated in a live TV debate held by Comcast
News and the final and third debate was at the Better Business Bureau
in downtown Lancaster, PA. There was a large audience and was covered
by all the local media (Both Print and TV).
. Responsible for documenting all processes and identifying
deficiencies.
. I put together a campaign team, which included a staff for campaign
fund raising, budgeting, campaigning, scheduling media events,
scheduling constitute meet and greet events.
. Made frequent visits around my district to meet and speak to the
people in my district. (Often times in one on one forums, while
other times using public speaking).
. Attended national meetings and gave speeches in Washington D.C.,
Pittsburgh, PA, Council Bluffs, IA, Orlando, FL, and Phoenix, AZ.
. Had a one on one strategy meeting with former U.S. Ambassador Alan
Keyes. Mr. Keyes was on the Economic and Social Council of the
United Nations.
. Facilitated many campaign strategy meetings with my staff and
visitors.
. Worked closely with our campaign treasurer to ensure our campaign
met Federal Election Commission guidelines.
. Our campaign was frequently featured in the local media, TV,
Radio and Newspaper.
. I interviewed with many local media, WGAL 8, FOX 43, Comcast
Newsmakers, the Reading Eagle, Intelligencer Journal / Lancaster
New Era and the Ephrata Review.
. I was a guest on live Cable TV covering the returns on election
night.
. Met with national media; including Lou Dobbs of CNN and Joe
Farah of WorldNet Daily.
. With the help of my staff, I was very involved and hands on in
writing campaign speeches and our press releases.
. Frequently gave public speeches on different topics that were of
concern during that election.
. Had an article title "Constitution Day" published in the Ephrata
Review Newspaper in 2008.
. Served as Vice-Chair for a Political Group on the Lancaster
Committee in 2009.
Government Services Group Hanover, MD
2006 - 2008
Project Manager / Lead Consultant, Government Services and Technology
. Lead Department of Defense Consultant, directing all aspects of
projects for U.S. Army, Fort Meyer Military Community.
. Created business analytics for business planning functions and
project scope.
. Create Business Requirements & Functional Requirements.
. Worked closely with the DOIM to identify best methods for migrating
Web Server from outside location to an internal location.
. Managed an on-site team.
. Configured project parameters, maintained development environment,
and reviewed modifications.
. Managed, monitored, and reported all control processes as well as
scope, deliverables, progress, and budgets, KPIs reports and
tangible objectives.
. Strictly monitored and controlled budgets to ensure that project
money and hours were within allowable ranges for government
contracts for the project.
. Delivered project budget estimates and solutions to determined best
route; modifications to existing applications or
implementations/development of new applications.
. Provided business analytics using the Six Sigma DAMIC process for
business planning.
. Develop implementation timelines; communicate project status using
work flow analysis and
. Microsoft Project to project plans to participate in ongoing
planning.
. Managed deployment of new content and development of training
application and kiosk application.
. Developed end-user documentation for training and online help
systems for new software. Analyzed customer service and wrote new
customer-service procedure manuals.
. Evaluated and defined processes, tools, methodologies, and critical
success factors impacting processes.
. Management Control Processes, including planning, organizing,
staffing, budgeting and directing.
. Provided work flow analysis, projects plans for other technology
related projects.
. Responded to urgent requests 24\7 from Base Commander and other
officials.
. Provided and over saw program testing, maintenance and training.
. Active Secret Security Clearance.
. Traveled as often as needed.
General Electric / Penske e-Business Group Green Hills,
PA 1999 to 2006
Program / Project Web Application Manager, e-Business Group
. Responsible for the implementation of all Internet and Intranet
applications including web development including proprietary
applications and legacy systems for a leading trucking company.
. Responsible for managing and supervising a team of Web-Programmers,
Developers, Consultants and offshore resources.
. Extensively used Agile Project Management methodologies.
. Created the Request for Information (RFI) and Request for Proposal
(RFP).
. Created and documented quality measures and KPIs.
. Demonstrated ability to bring projects to completion on time,
within scope, and within budget.
. Effectively used Microsoft Project to track all aspects of the
project.. Manager of projects and project teams, with demonstrated
aptitude in application development, gathering requirements,
process mapping, technology and application analyses.
. Lead and reported at weekly status meetings with results of project
controls, processes, and budgets.
. Create Business Requirements & Functional Requirements.
o Use Cases
o Traceability Matrix
o Conducted and worked closely with UAT Teams
. Effectively maintained budget plans accordingly for each project.
o Monitored and controlled budgets for equipment, software,
and resources of projects through each phase of
development.
o Identified and reported potential feasibility/cost over-
runs before each deliverable to ensure projects were
delivered within budget to maximize project/program ROI.
. Promoting and implementing new products and services.
. Formulate best practices, detail usage strategies, and provide
sales teams with marketing and sales tools.
. Provided IT Strategy & and direction for business plan each year.
. Provided business analytics using the Six Sigma DAMIC process for
business planning and process improvement.
. Involved in the decision making process for Internet software tools
that are to be used effectively throughout the company for
development. Provided training for team members for application
tools.
. Traveled to many locations for off-site for training as needed.
. Ad hoc technical support for Penske's web applications when needed
in crisis situations.
. Six Sigma Green Belt Certified project was completed for
certification.
TRAINING
. General Electric IT Project Management Training, Reading PA (2003)
. Certified Six Sigma Quality Control (2004)
. Web Usability Training (2005)
. Business Analyst Training (2006)
. Project Management Training (2006)
TECHNICAL & SKILLS
Windows XP, 2000, Server 2003 operating systems, AS/400, Microsoft Vista,
MS Word, MS Excel, MS Power Point, MS Project, MS Visio, HTML, JSP,
JavaScript, ASP, SQL Server, Oracle, Portals, Oracle, SharePoint, Docusign,
and exposure to Maximo, SAP and SalesForce.
OTHER SKILLS & KNOWLEDGE
Financial: Pryor to my Information Technology Career. I was employed by
Metropolitan Life, in which I held a Life, Health and Property & Casualty
License. I also held a Series 6 Certification for Mutual Funds'
Investments as well as my current role at Carroll, Frank & Plotkin, LLC
Financial Services.
AWARDS AND RECOGNITION
Recipient, Invention Incentive Award, May 2003 and April 2001, for
participation for a software patent application at Penske Truck Leasing,
which became U.S. Patent No. 6,571,197 as of May 27, 2003.
HOBBIES
Private Pilot
Muscle Cars
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