Project Manager Customer Service

Christopher M. Saitta

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

Glenmoore, PA. 19343

Home 610-***-****

*********@*****.***

www.linkedin.com/in/saitta

Profile

An accomplished hands-on professional with 15 plus years demonstrated

success in planning and executing multiple concurrent projects and process

improvements in areas including but not limited to finance, higher

education, credit card processing, customer service and collections.

Demonstrated results in acting as the liaison between both internal and

external business clients and IT Departments with proven abilities in

business analysis and communication of project status to multiple levels

within an organization.

Experienced in Project Management methodologies

. Team leadership/People Management

. Team building and facilitating cross -organizational communications

. Business liaison with the client organization. Bringing different

objectives and viewpoints together and effectively translating these

ideas into viable action plans.

. Business Process Definition/Improvement/Transformation

. Methodologies: Classic Waterfall, Agile, Scrum.

. Expertise in all phases of project lifecycle; Planning, Execution,

Tracking and Oversight

. Solid customer/client/vendor (internal or external) management skills

with the ability to gain an understanding of a clients industry, business

and project objectives.

. Experience in working with offshore project resources.

. Development of training materials and training of end users.

. Coordination delivery schedules, track and resolve delivery issues, and

provide subsequent support.

. Creation and maintenance of project documentation.

. Experience in change management.

. Excellent written and oral communication.

. Effective communication/presentation skills with the ability to present

succinctly using a variety of communication methods.

Specialization

. 15 years' experience as a Project Manager, Business Analyst and

Business/Functional Lead.

. Project Management/ Project Lead experience managing multiple and

concurrent projects.

. Success at both onshore and offshore team management.

. Project sizes ranging from less than $50,000 to over $2 M.

. Business Analysis, gathering functional and system requirements from

internal and external clients.

. Client Management, acting as liaison between customer/client and IT

teams.

. Experienced in working in Financial, E -Commerce, Credit Card Processing,

Telecommunications, Customer Service, Collections.

Professional Experience

Siemens HealthCare (Siemens AG)

6/11 - Present

Project Manager- Scrum Master, R&D Global Acute Clinicals, Malvern Pa.

Project Manager on a team of developers, systems analysts and testers

located both locally and off shore. Team is responsible for building the

total solution deployment for the company's Clinical ERP Hospital

Information System solution. Team is tasked with engineering all solution

delivery technologies and business processes to reduce planned system

outage time required for all version and service pack upgrades.

. Leading the project team in the redesign of the application install

and upgrade business processes to shrink required FTE time in an

effort to improve overall Total Cost of Ownership.

. Leading initiative to re-engineer the application deployment onto the

platform to leverage new levels of system automation. Tools being used

include scripting languages such as MS Powershell and the Computer

Associates (CA) Process Automation and Configuration Management

solutions.

. Led the team's effort to design a migration and deployment solution

for customers moving from Windows 2003 servers to Windows 2008

servers.

. Lead the team's SEED training sessions for the down streams

organizations. Developed materials, led training sessions, monitored

progress of technical sessions and managed takeaways from the 2 week

sessions. These sessions were used to educate stakeholders as to what

was new in coming release, expose and train them on the new automated

installation process and provide them hands on training.

. Lead the Deployment Architecture team in the development of and

support of the upgraded version of software at the beta installs

partners. Partners included Siemens Datacenter Hosted, Onsite Customer

Hosted and international customers.

. Integral part of the program's Knowledge Transfer sessions. Sessions

developed new stakeholder process and procedures required due to

changes in the new release architecture. Conducted presentations and

helped to develop the artifacts needed for the success of the release.

. Continue to implement and enhance the agile principles during

development and release cycles

Synectics Group Inc

8/10 - 6/11

Project Manager- Software Implementation, Allentown Pa.

Successful Project Manager for Synectics Group Inc. an industry leader in

Trade Promotion Management (TPM) helping consumer product goods companies

manage the entire life-cycle of their trade promotion activity.

. Ultimately accountable for the success of a client's implementation

while operating in a cohesive team environment.

. Responsible for all client interaction from project inception to

completion, coordination of personnel resources across multiple

projects and efficient staff utilization.

. When required skillfully managed 3rd party vendors needed for

successful completion of the project implementation. Managed vendor

deliverables and vendor expectations keeping them on time and within

budget.

. Skilled in explaining and demonstrating technical and business

concepts and procedures to customers of all computer skill levels

sustained customer satisfaction throughout each of their projects and

communicated the value of services to clients

. Identified various implementation issues and developed workable

solutions.

. Partnered with the Operations department, Product Management team, and

Product Development department for technical matters and problem

resolution of any client issues.

SunGard Higher Education

8/06 - 12/09

Sr. Project Manager, Malvern PA

Managed multiple projects related to SunGard Higher Education's Financial

Aid product. Duties include but not limited to, organizational readiness,

project planning, project tracking, project personnel management, and

quality assurance.

. Monitor and update multiple projects across 7 software product lines.

. Communicate project progress and milestones to senior executives and,

when needed, obtain senior management feedback.

. Engage in one-one sessions with project developers to assess individual

progress and/or concerns.

. Manage offshore project team resources.

. Functional lead for the testing and initial roll out and then subsequent

upgrade of a resource management system (Clarity) designed to integrate

MS Project with a legacy time management system.

. Developed test cases related to the departments needs and ran test

cases. Provided documented results to the lead project team.

. Member of the project's Governance Board used to decide project

best practices, make go/no-go decisions, develop temporary

solutions for know issues and create and communicate training

materials to the project teams.

. Post project implementation continue to resolve issues and prepare

discovery documentation with solution recommendations

. Provided training to all team members, including senior executives, for

any newly deployed systems and enhancements..

. Create and review weekly, monthly, quarterly and ad-hoc project reports

for 7 software products using MS Excel, Clarity and MS Power Point. Also

responsible for posting and maintaining product dashboard results on the

company intranet.

. Developed and maintain the team intranet web site and web presence.

Verizon Communications

7/04 - 8/06

A leader in delivering broadband and other wireline and wireless

communication innovations to mass market, business, government and

wholesale customers.

Sr. Staff Consultant- Verizon Business, Exton PA

. Part of a team conducting market research, monitoring competitive

activity, and identifying Verizon customer needs based on the results.

. Used these results to Interface with product development, engineering,

IT, and sales to assist in the development products and enhance existing

products. Examples include the creation of a satellite solution to assist

in disaster recovery and enhancement of the Verizon suite of data

security products.

. Developed business cases for potential project solutions and creation of

weekly and quarterly presentations for Sr. management.

. This included the market research to support projects, customer

investigations, customer data analysis, internal product/process

review, and vendor analysis.

. Assist on then advancing approved business cases to completion. Methods

include partner analysis and sales and marketing collateral creation.

. Acted as the Project Manager for the development of a MS Access database

used to perform market and sales results analysis. Including:

. Developing processes for seamless information flow between Offer

Development and the Metrics team.

. Identifying and understanding business rules and requirements.

. Developing data collection tools and managing deliverables and

timetables for the team.

. Creating and testing the various tables, queries and reports.

. Analyzing reports to further assist in tracking and understanding the

impacts of the results.

. Maintaining and enhancing the database via a change control process

providing more accurate information and results then automating

metrics generation. This reduced work time from 20 man hours to less

than 10.

. Supporting the effort to develop and update quarterly reports on the

status of the Finance Industry and Verizon Business Customers and

presenting this report to Verizon Business leadership.

. Mining various media and internet sources for Market Intelligence (MI)

and Competitive Intelligence (CI), regarding any/all news that relates to

the Verizon Business Customers, and then passing it on to the MI team for

review and comment.

. Researching and producing presentations for sales on many Verizon

Business Customers.

. Developing and maintaining the team intranet web site and web presence.

Qwest Communications

11/98 - 7/04

Project Manager - Arlington, VA

. Business Analysis- Gather and review data to forecast trends and make

recommendations for future project initiatives. Projects included

marketing programs, strategic business relationships with major credit

card vendors and internal credit card initiatives.

. Project Manager- Assigned as the project manager on a number of projects

related to the company's ecommerce and credit card payment business.

Including;

. The implementation of a new credit card payment system reducing card

processing and response time to the customer to under 6 seconds

. Develop a new process to recognize new card types used by specific

customer segments. Processing these new card types and reducing

transaction costs from a percentage of the transaction to just 75

cents per transaction. Upon completion the project was to save the $2

M in processing fees.

. Project Lead on a new Qwest Collection and Reporting System (QCARS)

developed to assist in the collection of receivables.

. QCARS gave managers and collectors the capability to manage workflow

by creating daily work assignments in the form of work queues.

. The impact of QCARS was improved collector efficiency, increased

productivity, reduction of delinquent accounts and thus reducing bad

debt. .

. Presided over the Change Control Board related to the financial

reporting/payment processing system, PeopleSoft ARMS.

. Researching, developing, and managing new business initiatives to

deployment. Including research and gathering data to support the project,

presentation of the data to senior executives and managing the project to

completion.

. Managing an outside vendor for commercial collections, verification of

collection efforts, disconnecting past due accounts, reconnecting paid

accounts, and overall maintenance of the relationship with the vendor.

. Developing daily, weekly, and monthly financial reporting for various

levels of management.

Bell Atlantic

2/97- 11/98 Sales and Service Consultant - Allentown, PA

. Managing communication with customers, responding to customer queries,

determining causes of and developing solutions to a myriad of customer

phone related problems.

. Conducting various computer efficiency-training classes for over 100

consultants.

. Serving on a process improvement committee focused on improving and

maintaining quality levels in areas, including, but not limited to,

customer service and the fulfillment of regulatory requirements.

. Selected as a member of the Telecom Operations Review Team for sales

process review, a company-wide team formed to help improve revenue

generated from the selling of Bell Atlantic's optional services to

customers.

. Gathering data related to all aspects of the sales process.

. Creating a Microsoft Access database for the data collected and the

template for the gathering of data.

. Observing many calls to gather the data and assisting in creating the

presentation summarizing the results and making recommendations to

corporate level directors.

J. P. Mascaro and Sons

3/96 - 7/96

Promotions/New-Business Development Manager - Souderton, PA

. Developing, implementing and following through with many promotions and

marketing programs.

. Developing contacts and new business opportunities through real estate

agents and builders.

. Developing and implementing community relation programs, including

community fund raising programs.

Radio Disc Jockey/Assistant Program Director

1992 - 1996

Director/Promotions Assistant - Mid-Atlantic Region

. Producing and maintaining content for a nightly radio show.

. Researching and developing show preparation needed to garner high ratings

for the program.

. Assisting in production department. Included: of updating, maintaining,

and improving commercials for various satellite programs.

. Making many live remotes and public appearances.

. Assisting in promotions department. Included: creating and producing

station's on air imaging, developing concept for station mascot, and

promotional strategies.

Education/Certifications

. Master of Business Administration. Concentration in both business and

project management: Keller Graduate School of Management: Crystal City VA.

-. Graduated with honors- June 2004

. Bachelor of Science in Communications: Millersville University,

Millersville, PA.: December, 1989.

. Agile Project Management with Scrum- Penn State Great Valley, July 2009

. IT Business Analyst Training: Penn State Great Valley, June 2008

. Object Oriented Methodology (OOM)

. Requirements Management

. Unified Modeling Language (UML)

. Enterprise Architect- Use Cases and Class Diagrams

. Managing Multiple Projects, Objectives and Deadlines-Skill Path Seminars:

January 2000

. PeopleSoft Query Basics: May 2000

. Successful Completion of Basic HTML: Micro Center-Vienna VA.: April 1999

Computer Software

Advanced user of the Microsoft Office Suite (Word, Excel, Access, Power

Point, Project)

Experience with Version One, Clarity, MKS and Seibel

Able to learn and adapt to new systems/software quickly

Contact this candidate