Project Manager Customer Service

Carla Ann Rowland

**** ***** ** ***** **.

Manassas, VA 20110

Job Related Summary:

1. Experienced with gathering requirements for staff positions

2. 20+ years Information Technology and Database experience

3. 4+ years of experience as a Business, Data and Reporting Analyst.

4. 6+ years of experience working with SDLC on both the developer and business sides.

5. Experience in Tableau version 8 on a daily basis (Deloitte) and at assignment at Time-Warner.

6. Knowledge in Advanced SQL Queries.

7. Experience in Advanced MS Access and MS Excel.

8. Experienced in JIRA

9. Experienced in SAS Enterprise 4.3

10. HIPAA certified

11. Experienced in Human Resources at medical facility and as a temporary employee. Have

experienced handling employee records as part of managerial duties.

12. Experienced in designing databases and gathering requirements including business rules for specific

processes.

13. Have analyzed current systems and recommended data process improvements and database

refinements/upgrades.

14. Created metrics to measure the progress of various areas of business or projects including variances

and trending.

15. Excellent communication and interpersonal skills.

Summary:

1. Collected data requirements to update data systems/databases for organization to consolidate data

input from multiple entities over multiple platforms.

2. Experienced manager of teams that handle multiple projects with specific time sensitive daily goals

and tasks for federal clients.

3. Skilled at analysis of information flow through manual/electronic system and creating process

improvements and stratagems.

4. Experienced writing queries using SQL (including JOINS and UNIONS) or language preferred by

database of record to be used in analysis and reporting.

5. Used MS Office Word, Excel, Outlook, Access and Power Point for over six years. Excel experience

includes Lookups, Pivot Tables, Graphs.

6. Proficient in viewing SDLC from business and developer prospective.

7. Assisted developers with system testing when needed and tested software for ease of end user

functionality and customer’s compliance requirements. Used problem solving skills to test software

and meet the customer needs through the software development.

8. Created detailed official reports concerning project status and forward projections.

9. Created multi-tab multi-pane workbook in Tableau 8.0 providing output on paper or virtual.

10. Experienced in the Healthcare industry managing data and working on web-sites.

11. Project Manager on special projects at various work locations although it was not my formal title.

Areas of Expertise:

1. Relationship Building. 2. Tableau Software 8.0.

3. MS Office 2010 Suite. 4. CRM Relationship.

5. Data Management. 6. Team Building.

7. Managing Remote Teams. 8. Network Security.

9. Relational Databases. 10. Jira 6.1+.

11. Swift. 12. Change Management Experience.

13. Medical Terminology.

Education:

1. Masters Business Administration, Cum Lade, Colorado Technical University, 2009.

2. Bachelor Business Administration Information Technology, Colorado Technical University, 2008.

Professional Experience:

Alta IT (Consultant) November-March 2015

Data Manager/PM, Client Confidential

• Did data pulls for audit teams using extracts from SAP and created ad hoc reports in MS Excel.

• Wrote preparation documents for discussion with Federal IT group to setup SAS data structure on server.

• Used MS Access to create report samples of audit data for specific teams.

Iconma, LLC (Consultant) July 2014-October 2014

Business Class Data Analyst, Time-Warner Cable

• Using SAS Enterprise 4.3 extracted data from Midas and GEMS databases to create lists of potential

customers and current customers for marketing campaigns.

• Created reports for various members of staff for analysis that included market sizing, products, and

regional analysis using MS Excel or Tableau.

• Wrote SQL queries using Joins and Unions.

QSS Inc. December 2013-July 2014

Project Matrices, JIRA Project Administrator and Business Analyst, ACA-FFM

1. Using JIRA created metrics for tracking the progress resolution of errors impacting the healthcare

web-site.

2. As part of repair team, managed defects and users in DEV JIRA and backup for JIRA Administrator,

including establishing new processes and documentation of current processes.

3. Liaison with other contracted entities to determine the final resolution of reported issue generated by

users of the web-site that is not eligible for final acceptance testing.

4. Updated JIRA with testing results as reported to the team leads and updating formal reports.

5. Managed special, ad-hoc requests from the companies involved in the project concerning the status

of a defect.

Key Accomplishments:

1. Member of Jira support team and Project Manager of JIRA

2. Write queries for scheduled and ad-hoc reports.

3. Covered for Jira administrator when project member on vacation.

SoftTek Inc. July 2013 - December 2013

Data Analyst, Deloitte (Consultant)

Project: 800 MHz Transition Administrator Project

1. Compiled data to created Tableau visualizations to show progress of the project by region and major

categories.

2. Created new dashboards reports. Updated current dashboards designs.

3. Created monthly dashboard reports using Tableau.

4. Maintained data archive of source files.

5. Created process documentation and technical specifications for reports.

Key Accomplishments:

1. Created training materials and trained staff to use Tableau.

VetFed Resources Inc. (Consultant) (Multiple Contracts) October 2011 to

July 2013

DHS OPO Contract - Administrative Assistant, (05/2013 – 08/2013)

1. Provided administrative support to the management team of the DHS internship program.

2. Created layout drafts for graduation programs, invitations and certificates for the Homeland Security

Acquisition Institute.

3. Updated spreadsheets with participants contact information and maintain time-off/sick leave

requests.

4. Created tracking survey using Survey Monkey for upcoming graduation.

TSA Contract (Consultant), (10/2011 – 05/2013)

Project Manager for contract and Team Lead for Redress and CRD

1. Screened resumes for current openings on the contract.

2. Maintained Microsoft Access database used to consolidate downloads from RMS system into

workable Microsoft Excel Pivot Tables.

3. Part of team involved in DHS Trip program upgrade project: including software lifecycle and

gathering data requirements from the various federal agencies involved.

4. Created reports on weekly, monthly and quarterly basis. Reports include Power Point slides and MS

Excel graphs, for senior management and other senior government officials.

5. Maintained MS Access database and generate special reports using data extracts.

6. Managed team of contractors responsible for processing incoming requests into DHS TRIP program.

7. Member of planning team and test team for the CRM DHS TRIP upgrade project on SQL server.

Acceptance tester for the database.

8. Created weekly and monthly deliverables to meet VetFed contractual requirements, including

feedback on staff, tracking billable hours and presentations.

International Monetary Fund December 2010 -

September 2011

Systems Analyst

1. Managed records and information of global membership.

2. Tracked official correspondence sent via courier and facsimile and SWIFT.

3. Updated MS Excel spreadsheet and generate fulfillment statistics.

4. Created daily test messages using SWIFT system.

Key Accomplishments:

1. Managed the Renewal project to update SWIFT contingency contacts.

Learning Evolution May 2010

1. Acceptance testing for web-based learning portal being developed for several large corporations.

Hewlett Packard Corporation via Pinnacle/Excelsior Technologies January 2010 - March

2010

Business Analyst II

1. As part of the Retail Printing Systems team tracked inventory going out to the Wal-Mart Stores for

installation including special overnight shipments to technical staff.

2. Processed incoming data from shipping system and updated test database and spreadsheets.

3. Using JBM Electronics Gateway Management System (GMU) updated test results of transmissions

from various locations and updated records with store numbers.

4. Wrote scripts for call center in regard to contacting stores to check on installation readiness.

5. Did analysis of workflow and suggested improvements to ADM manager. Created pivot tables and

analyzed workflow for project manager.

Key Accomplishments:

1. Accomplished lowering the reschedule tasks for an ADM through calling stores an improvement of

approximately 60%.

2. Analyzed processes and made suggestions to project manager for process improvement.

LTC Global Inc. August 2007 -

August 2008

New Business Specialist/Business Analyst

1. Part of management team charged with transition process from one database to new Oracle system

improving overall company performance.

2. Processed incoming data for transmission to remote data entry team and verified that work was

completed in a timely manner for our clients and agents.

3. Organized and, delegated tasks to coworkers to meet required on projects by using interpersonal and

time management skills to meet deadlines.

4. Experienced with an understanding of organizational changes and matching the skills need of the

team and individual team members to the company goals.

5. Analyzed workflow and wrote up process improvement that was integrated into the new Oracle

system.

6. Created Visio flowcharts for meetings and process change documentation.

7. Supervised and trained temporary workers, who worked on processing backlog data, mentored and

supported staff resulting in superior team performance and reduction of backlog.

Key Accomplishments:

1. Was recognized by management for writing processes leading to highly improved overall workflow

documentation.

2. Using MS Excel pivot tables created metrics to measure quantity and quality of work processed by

remote office so that data was entered in a timely manner for our agents and clients.

Lithia Motors Inc. September 2005 - March

2008

Technical Service Representative

1. Analyzed and tested the interface and processes of service management systems for developers to

ensure data was processed according to the standards of the Customer Service Center and that it

worked on the SQL Server 6 build.

2. Compiled monthly MS Excel reports of customer feedback for the stores across the United States.

3. Reviewed new database and planned process changes and new user functionality in compliance with

the strategic planning of the company.

4. Created training material and trained new hires in the proper work processes, use of and service

management systems procedures of the Customer Service Center.

Key Accomplishments:

1. Was recognized for team building skills, proactive in developing staff toward increased effectiveness

in current role and preparation for broader responsibilities.

2. Created Word merge document that changed the procedure for the handling of follow up cards

mailed to client substantially decreasing processing time.

Express Employment Professional Temporary Agency October 2002 to

October -2002

Human Resources Clerk for Southern Oregon Headstart (1 week assignment)

3. Created coding system to track courses completed for continuing education units by staff members.

4. Continuing education credits were from various collegiate entities in the state of Oregon and other

seminar groups.

5. Updated People Soft database.

6. Performed inventory of text books.

Key Accomplishments:

7. Client was pleased with timeliness of my work and instructions created explaining the coding

system.

Medford Medical Clinic April 2002 – July

2002

Administrative Assistant to Management/Human Resources (part-time)

• Maintained company intranet site on SQL Server

• Arranged accommodations and refreshments for management and employee events with numbers of

participants ranging from 12 to 120 persons.

• Enrolled employees in medical and dental plans.

• Reviewed medical and dental billing.

Key Accomplishments:

• Was recognized for my attention to detail.

Harry and David DBA Bear Creek Corporation October 1992 -

October 2001

Logistics/Traffic Clerk

1. Did strategic planning for handling orders and loads for peak shipping season and did analysis after

Christmas.

2. Project manager on BOL project to customize MS Access database. Project went from inception to

implementation in three months, database had no errors and after 18 months of use it was integrated

into permanent shipping system consultant on integration project.

3. Did training presentation to managers. Did remote instruction of customized MS Access database.

Key Accomplishments

1. Was recognized by coworkers and management for large amount of data processed daily.

2. Was recognized for Project Management -creating Access database using SQL and saving the

company a significant amount of money.

3. Wrote SQL queries using Joins and Unions.

Other:

1. Currently studying for PM exam. Currently have Colorado Technical University certificate in Project

Management.

2. User of Microsoft Office application: Visio, Word, Excel, PowerPoint, Outlook and Access.

3. Supply Chain Management Certified, APICS.

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