Customer Service Project Manager
Resume:
Susan Hurt
West Chester, Ohio 45069
**********@*****.***
Career Summary
Proactive, results oriented professional is seeking a challenging opportunity. Superior analytical, technical, soft
skills and problem solving skills allows for clear communications with the business and technical teams. Agile
practiced at Vantiv and US Bank. At US Bank as a Senior Business System Analyst, became Smart Matter Expert
for Treasure Management functionality. Senior Business Analyst that prepared testable requirements at
LexisNexis. Project Manager - Quality at Citi Group for the Web Vision Retail Project. Technical Customer
Account Manager responsible for the daily processing of the Global 3Com Contract-Warranty Customer
Application at Siemens Business Services
Experience Summary
Software Development Life Cycle experience includes Analysis (requirements and design), construction, testing,
release and maintenance. Possess ten years of development experience, eight years of Business Analysis
experience and two years of Quality Assurance experience. Scrum Master experience gained using SAFe Agile
model. Project Management experience gained by balancing Scope, Time and Cost but not compromising
Quality. Build team relationships and facilitate the accomplishment of team goals.
Business Analyst skills proven by producing requirements that saves development time and exceed business
line expectations. Use JAD sessions to gain information from the business line. Write requirements that can be
used by QA team to verify functionality. Ecommerce experience gained for corporate and commercial
transaction processing. Mobile experience includes corporate banking functionality and commercial
transactions/alert monitoring. Data Warehouse experience gained designing schemas for time driven event
triggering and employee historical reporting. The implementation of ADP provided Human Resource experience.
Resolve technical and business problems quickly and wisely.
Agile trained and practiced. Workflows, process flows and data flow diagrams completed using Unified Modeling
Language (UML). Have experience using Rally and Share Point. Have training in Java and XML. Have TIBCO
Admin experience. Have SQL experience using Oracle and DB2.QA experience gained using HP Quality
Center/Application Lifecycle Management and IBM Rational. Learn new Lines of Business quickly.
Professional Experience
As a consultant at Vantiv Agile Sr. Business Analyst/Scrum Master February 2014 to July 2014
• Scrum Master for the Sales Force - Quoter application. Merchant Quoter and FI Quoter interface with
SalesForce making products information available for sale by being added to quotes. Products with pricing are
prices are added in Merchant Quoter Merchant. Quoter FI calculates cost, sales and revenues. Ensured that
Acceptance Criteria defined test cases. Managed Agile quarterly planning sessions. Lead Agile rigid ceremonial
calls.
• Tokenization Application allows the Point of Sale (POS) sends Vantiv a credit card number and Vantiv
returns a token number which is then used for all future transactions.
• MobiMoney Application on smart phones provides triggers for alert sending to customers when
fraudulent or unwanted transactions. Alerts types include location monitoring, merchandise type and monetary
limit alerts. Reviewed vendor requirements and interviewed the business line to ensure requirements were
satisfied
• Project Lead for the Credit Conversion project that validated the converting of current customer account
information from FiServ into FDR. Vantiv uses an Interactive Voice Reponses (I VR) for customer service.
• Senior Business Analyst for the Human Resource project that implemented ADP for payroll services,
employment benefits administration and human capital management solutions. Employee data was converted from Ceredian
to ADP. Defined requirements for the all auxiliary Vantiv applications and databases that received employee data. Completed
workflow diagrams and defined business rules used when on-boarding employees.
Susan Hurt Page 2
US Bank Agile Sr. Business System Analyst/Scrum Master November/2010 - April/2013
• Provide solution for the US Bank Treasure Management business partners whose corporate customers
used the Single Point application. SinglePoint provided customer reporting and allowed money transfer
transactions.
• Subject Matter Expert for Entitlements, Investment, Wire Transfers, ACH Transfers, Cash Forecasting,
Account Reconciliation and Mobile Banking. Used UML to diagram process and data flows for API design.
• Determine the feasibility of new functionality and enhancements, determined if the request could be
included in SinglePoint.
• Scrum Master compensated in all area; User Stories, Acceptance Criteria, and QA. Attended Quarterly
Planning.
• Led calls for Daily Stand Up, Planning, Grooming and Retrospect. Monitored iteration burn-down to
ensure the team accomplished goals.
• High quality of work prompted Investments Business Line to defer all project work our team
queue.
• Received managerial compliments on analytical skills. Completed data mapping that traced BAI
Codes to US Bank transactions codes to new BTRS codes. Presented discrepancies to the business line.
Reviewed XML prototype documentation. After the four month effort, the solution was simply defined for a
complicated conversion.
As a consultant at LexisNexis Senior Business Analyst February/2010 – November/2010
• Collaborated with the product team for Science and Technology Electronic Publishing Services
• Created requirements that exceeded user needs and conducting JAD sessions.
• Complete detailed requirements for the new Application Market Place application that allowed for
scientist and researchers to upload and share gadgets, enabling additional functionality such as notepad
associated to articles, excel reports converted to CVS files and query using synonyms. Entitlements to gadgets
were fee based or free.
• Subject Matter Expert that led the effort to ensure development completed by offshore team met
functional requirements.
• Business Requirements and UI Specifications were maintained in Share Point. Requirements were
loaded into HP Quality Center for test case and defects tracking.
As a consultant at Luxottica Senior Business Analyst November/2009 – January/2010
• Developed business requirements for the EyeNet Reporting application which analyzed sales and
inventory information from global point of sale locations.
• Consultant contracts had to end by 01/01/2010. Contacted six months later and offered a full time
position.
Citi Group Project Manager - Quality August/2007 - March/2009
• Quality Project Manager for the Web Vision Retail Project which consolidated web processing for all Citi
retail brands. Organized and coordinated project activities across multiple teams.
• Made high profile decisions. Reported status to Stakeholder.
• Changed testing procedures at CitiGroup. Assigned responsibility by function rather than by brand;
creating Subject Matter Experts which improved the quality of the application.
• Coordinated teams from different geographic locations to complete end-to-end transactions mapping.
• Completed project work estimations, set mile stone delivery dates and managed 4 on-shore leads and
29 off-shore testers. Completed scoping estimations
• Quality effort produced 8125 test scripts which resulted in 820 automation test scripts. To validate
customer branding, test scripts were executed on 17 URLs.
• Managed and evaluated risk for 583 Change Requests.
• Test cases were managed in HP Quality Center after being migrated from IBM Rational. Utilized Power
Point, Plan View, and SharePoint.
• Banking crisis of 2009 cause my position to be eliminated.
Susan Hurt Page 3
Siemens Business Services Technical Customer Account Manager October/2005 - August/2007
• Managed the 3Com Web Project. The Contact/Warranty Web Service provided product tracking of
replacement parts for contracted global customers meeting Service Level Agreements. Contract and warranty
dates warehouse were used to forecast inventory requirements for hubs and warehouses located in the US and
the European Union.
• Reported service status to 3Com CEO daily.
• Received two recognitions for superior customer service .
• When I resigned I was offered a retention bonus to stay.
• Soap messaging used for European transactions. Processes were developed in TIBCO Business Suite
using PL/SQL Stored Procedures. Java, XML, Oracle, Clarify and Perl.
• Used MS Project and MS Visio. Completed Business Process Models.
Education
Ohio Northern University
Bachelor’s Degree in Computer Science
President of the Ohio Northern University Chapter of the Association for Computer Machinery (ACM)
Sinclair Community College
Worked to gain a state of the art IT skill set by studying Java, .Net, XML and Oracle.
Training
Agile XE Training 2011
Agile SAFe Training 2014
Certifications
ITIL Foundation Certified, (Information Technology Infrastructure Library)
2007
• Incident, Problem, Change, Release and Service Management
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