Project Manager Service

Summary of Experience:

. Senior Business Analyst with 10+ years of experience

. Over ten (10) years' experience implementing ITIL Service

Management

o Incident Management, Problem Management, Change Management, Service

Catalog Management, Release Management, Service Level Management

and Reporting

. Over seven (7) years' experience with Remedy V7

. Experienced preparing teams for new application roll outs

. Strong analytical skills and a comprehensive understanding of

business process management and business requirements.

. Extensive experience analyzing, defining, documenting, and

implementing business requirements.

. Strong skills in defining incident, problem, service request, and

change management processes and a strong understanding of IT

service support operations and systems.

. Proficient in analyzing proposed systems or enhancements, ensuring

architectural and technological compliance with established standards

and evaluating system/processes, identifying specific improvements and

developing recommendations.

. Computer proficiency in Word, Excel, PowerPoint, MS Project,

Access, Visio, Remedy, Business Objects and Adobe Acrobat

. Effective communicator with internal teams and external clients

. Expertise acting as a liaison between business units, technology

teams and support teams

Technical Summary:

Computer proficiency includes Windows, MS Project, Word, PowerPoint, Excel,

Access, Remedy, Business Objects, Adobe Acrobat, Visio, UNIX System Basics

and DOS.

Education:

BSBA, Thomas Edison State College, Trenton, NJ

ASBA, Thomas Edison State College, Trenton, NJ

Various AT&T technical courses in digital services, switching,

lightwave/signaling, management, and quality.

Certification:

Masters Certificate in Project Management from the Steven's Institute of

Technology

Six Sigma training

Top Secret Clearance

Detailed Experience:

Kaiser Permanente

Senior Business Analyst, Burbank, CA

5/2013 - 11/2013

Part of the Product Support team responsible for ensuring the stability of

four software applications and the fulfillment of over one million

documents per month. Proficient using Remedy V7.5. Daily tasks included:

. Application Monitoring

. Inquiry Response and Resolution

. User Management

. Process Documentation

. Using MS Visio to create process flowcharts

Administrative Offices of the Courts

Senior Business Analyst, Burbank, CA

6/2011 - 12/2011

Using standard methodologies, analyzes user system procedures to develop

complex application configuration documentation, and advises and consults

with other staff responsible for such development.

. Responsible for testing user scripts

. Process mapping using Visio

. Verifying documentation to ensure it is complete and all change made

. Creating MS Visio flowcharts with swim lanes to depict cross

functional areas

reVision Inc.

Senior Business Analyst, Denver International Airport, Denver, CO

9/2010 - 3/2011

. Responsible for working with IT teams to design and implement new

service delivery processes utilizing ITIL methodologies.

. This included defining incident, problem, service request, and change

management processes and required a strong understanding of IT service

support operations, systems, and ITIL

. Process mapping using Visio

Environment: MS Office, MS Project, Word, PowerPoint, Excel, Access,

Remedy, Business Objects, Adobe Acrobat, Visio

reVision Inc.

Senior Business Analyst, Pentagon, Washington, DC

1/2007 - 9/2010

Responsible for analyzing, defining, documenting, and implementing business

requirements for the client utilizing ITIL best practices and ISO

9001/2000, while ensuring system integrity.

. Plan and perform business analysis

. Develops As-Is process mapping and develop new process mapping

. Process mapping using Visio

. Integrate processes into an Enterprise level environment

. Generating Gap analysis

. Implements new business requirements

. Process mapping using MS Visio, utilizing swim lanes to depict cross

process activities

Environment: MS Office, MS Project, Word, PowerPoint, Excel, Access,

Remedy, Business Objects, Adobe Acrobat, Visio

KARCO Engineering, LLC

Quality Assurance Manager, Adelanto, CA

5/ 2006 -1/ 2007

Developed, managed, documented, and implemented the ISO 17025 Quality

System. Defined processes and created documentation.

. Coordinated internal and ISO audits

. Developed, coordinated, and delivered ISO training

. Developed and implemented a corrective and preventive action process

Environment: MS Office, MS Project, Word, PowerPoint, Excel, Adobe Acrobat,

Visio

Northrop Grumman

Operations Trends Analysis Center Manager (OTAC), Ft. Irwin, CA

6/2003 - 3/2006

Plan, manage, and integrate all tasks and services associated with the

project's Operations Trends Analysis Center. Integrates/interfaces with all

project functional operational divisions to facilitate the accomplishment

of performance and continuous improvement of all tasks included within the

Performance Work Statement for Logistics Support Services Contract at Ft.

Irwin, California.

. Performance and process analysis and problem identification

. Develop potential corrective actions

. Addressed short and long range planning issues

. Develop and provide training to managers, supervisors and employees

. Integrate all aspects of the contract into the OTAC

. Ensures compliance with all codes, standards, regulations, and

directives

Environment: MS Office, MS Project, Word, PowerPoint, Excel, Access,

Remedy, Business Objects, Adobe Acrobat, Visio

AT&T

Project Manager

1/1991 - 4/2003

Project Manager, Redlands, CA - 2000 - 4/2003

Managed implementation of highly complex services from point of sale to

first bill. Worked closely with customers and work centers nationwide.

Implemented and utilized process improvements that resulted in:

. Improving on-time performance from 81% to 94%

. Reduced backlog from 684 to 446

. Reducing aged Service Requests from 1601 to 313

. Reduced supplemental order rate from 46% to 27%

. Increasing Order Validation acceptance rate from 69% to 93%

Project Manager, San Francisco, CA - 1999 - 2000

Served as on-site manager for a major international clothing retailer

providing billing process oversight, service reporting, project management

support for the rollout of the remote access service. Defined processes and

created documentation.

. Identified problem with the remote access server and provided interim

solution, documentation and training

. Developed and implemented performance tracking process, ensuring a

continuing quality system

Managed projects/programs in technical and quality areas involving new

systems or new features and functionality to existing operations systems.

Administered project/program budgets and schedules.

Quality:

1. Assisted in identifying, documenting, and implementing ISO 9001

Quality System.

2. Managed team defining, documenting and implementing ISO 9001 Internal

Quality Audit Element.

3. Coordinated internal and ISO audits.

4. Developed, coordinated, and delivered ISO training for over 400

employees.

Technology:

5. Managed the completion of projects/programs from design to

implementation

6. Wrote Operations Requirements Briefs, documenting critical information

required for system improvements

7. Ensured appropriate resources were allocated to the project/program

8. Analyzed proposed systems or enhancements, ensuring architectural and

technological compliance with established standards

9. Evaluated system/processes, identifying specific improvements and

developing recommendations

Developed disaster recovery plans for operations systems ensuring systems

integrity.

Project/Program Manager, Bedminster, NJ - 1/1991 - 1999

10.

Environment: MS Office, MS Project, Word, PowerPoint, Excel

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