Customer Service Project

MALAV PANDYA

***** ****** **, *******, ** ***** 510-***-**** (M) *******@*****.***

www.linkedin.com/in/malavp

SKILLS

• 5 years of combined experience in Project Coordination/Management/Business analysis in Health-care for a critical

compliance program

• Payment Card Industry Data Security Standard Knowledge (Payment Card Industry Professional Certification)

• Developing and maintaining customer relationships and communication

• 1.5 years of experience in Sales & Customer Service

• Microsoft Access/Project/Excel/PowerPoint/Word/Visio

• Remedy 7.6/Share-point

• Strong Analytical, Critical Thinking, and Problem Solving skills

• Installation and configuration of Network, Net-Meeting Remote Desktop Support, Microsoft exchange

•

Microsoft Windows 7/Vista/XP/2000 workstation operating systems

WORK EXPERIENCE

Business Operations Analyst, Kaiser Permanente, Pleasanton, CA Jun 10 – Jun 14

• Developed and maintained ownership of official issue tracking spreadsheets for the PCI compliance and remediation

program (since 2009, used as a key reference and repository for audit trail of issues, track status updates, and

repository for evidence. )

• Coordinated Windows 7 testing for Point of sale applications with the application owners to successfully transition

from Windows XP to Windows 7.

• Facilitation and communication of PCI Compliance Awareness training to managers and volunteers that process

payments in 24 Gift shops and tracking of attestations.

• Coordination of critical projects which included development of project plan, communication of the requirements,

coordinated testing and piloting, assignment of tasks and tracking until project completion.

o Coordinated implementation of a solution to 10,000 POS workstations in 8 regions with end user services

organization and security organization.

o Assisting business partner business needs to propose alternative solutions.

o Coordinated issue remediation activities with multiple business partners included Influencing, encouraging,

follow-up and drive issue remediation to closure.

• Developing standard operating procedures and process flow diagrams on business processes.

Business Analyst, API Systems Inc, Kaiser Permanente, Pleasanton, CA Apr 09 –

May10

• Facilitated weekly issue status meetings with over 100 attendees to communicate open issues, identify next steps,

follow-up on action items, collaborate and escalate issues when appropriate.

• Created executive project status metrics presentations for senior management using Excel spreadsheet & PowerPoint.

Local IT Desktop Support, CompuCom, CISCO, Milpitas, CA Jan 09 – Feb 09

• Worked with the Cisco Local IT support team to troubleshoot desktop/laptop issues and resolve over 500

virus/malware cases across Cisco.

• Performed data backup/restore, used Remedy system to document status updates for support cases.

• Remote desktop support using Net-meeting for miscellaneous problems/issues to the clients.

EDUCATION

Payment Card Industry Professional Certification (1001-799)

Bachelor of Science, Management Information Systems ` Aug 08

San Jose State University, San Jose, CA

INTERESTS

• High tech gadgets, Build/Upgrade computer systems, Review prototype products

• International travel and photography

Contact this candidate