Project Manager Customer Service

Lisa C. Shelly

West Orange, NJ 973-***-****

www.linkedin.com/in/lisashelly1 *********@*****.***

IT Project Manager/Business Analyst

Liaison between developers and business stakeholders

Effective IT professional with project management and business analyst skills. Works well on multiple projects of varying complexity. Demonstrated understanding of the full SDLC and working with developers. Highly-organized, self-starter with excellent verbal, written, and presentation skills. Proven in coordinating and executing projects, driving results. Supervise direct work for team of developers and consultants. Supervisory responsibilities include hiring, firing, promotions, performance and compensation management, training and development. Detail-oriented and committed to excellence, while working in fast-paced environments.

Project Coordinator Client-Centric Problem-Solver

Professional Experience

BROADRIDGE FINANCIAL SOLUTIONS, INCORPORATED (formerly ADP), Jersey City, NJ

Director, Applications Development 2005 – 2015

Managed and supervised cashiering and settlement system (Cage) department team. Cleared $250B in securities daily. Oversaw system enhancements, system maintenance, and provided production support.

Managed group of developers through project development lifecycle, adhering to project management process, creating projects on time and to specifications.

Delivered application projects on time and to specifications, directing and coordinating group activities, improving business process effectiveness, such as Memo Seg, Buy In, DTTC ID Net, and IID Prime Broker.

Directed completion of hundreds of maintenance changes per fiscal year including software, scheduling, configuration upgrades, new reports, new alerts, enhancing system stability and functionality.

Managed day-to-day inquiries from Product Specialists, Product Assurance, and clients and supported 24x7 systems, with proper discipline, troubleshooting and reacting quickly to production problems, adhering to company service-level agreements.

Facilitated requirement gathering and project status meetings for several projects simultaneously.

Worked collaboratively with Product Specialists, Product Quality Assurance, and the client.

Documented: defects, corrective actions, root cause of defects, additional test cases, functional specifications, technical requirements, use cases and permanent fixes.

Worked with clients and analyzed business issues, understanding processes and determining the corrective/actionable system changes, while adhering to the standards of the Project Management Process.

Documented issues, functional specifications, and expected results. Worked on hundreds of maintenance changes per fiscal year, increasing system stability and system functionality. Category of upgrades varied in size and complexity (small, medium, and large).

Nature of upgrades included: software enhancements, scheduling, configuration upgrades, new reports, and new alerts.

BROADRIDGE FINANCIAL SOLUTIONS, INCORPORATED (Continued)

Development Manager, P&S Development Team (Purchase and Sales) 2002 – 2005

Assisted quality assurance team with software migration and testing as needed, increasing system stability and system functionality.

Managed day-to-day inquiries from Product Specialists, Product Assurance, and clients, providing excellent client support.

Liaised between Product Specialists, Product Assurance, and developers, improving communications between departments.

Oversaw coverage schedules for production support, installation, conversion, and disaster recovery, enabling timely customer service.

OTHER ROLES HELD

Senior Programmer Analyst, OMS+ Development Team (Order Management System)

Additional Experience

THE NEW YORK BOARD OF TRADE, New York, NY

Project Manager

J.P. MORGAN & CO., New York, NY

Programmer Analyst

Technical and Related Skills

Strong knowledge of SDLC, SQL, and web and client/server applications

Strong Knowledge of Waterfall Project Management

Working knowledge of Agile Project Management

Excellent interpersonal relationship management skills

Ability to grasp new concepts, systems and business processes quickly

Education

Bachelor of Science (BS), Computer Science, Ramapo College, Mahwah, NJ

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