Project Manager Customer Service

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OBJECTIVE

To contribute strong background in solutions implementation and customer service, along with extensive experience in software development and hardware implementation and unique drive for excellence and success to your firm in a Project Manager capacity.

CAREER ACCOMPLISHMENTS

PMP certified.

Certified Software Quality Analyst.

Security Clearance Reliability Status.

Co-author of a book “Day in a life of a Project Manager.

PROFESSIONAL EXPERIENCE

AUTODATA SOLUTIONS, PROJECT MANAGER.

London, ON, Canada. May 2015 to Present.

Technology integrator and products company for automotive industry.

•My current project has a budget of $1.2 M, 6 separate vendors, team of 5 developers, 7 QAs 2 onshore and 5 offshore, 1 technical architect, 1 BA and 1 SA.

•I define, document and manage projects using established methodologies including agile.

•Managed my agile projects using Jira to schedule sprints, burn rate and reporting.

•Provide leadership and execute projects within strict deadlines, scope and within budget.

•Oversees and manage large to complex diverse and strategic projects.

•Identify and document all issues, risks and devise contingency and mitigating plans.

•Analyzes and makes decisions on projects, considering project functionality, cost, schedule, and quality and making trade-offs as appropriate for each project being managed.

•Develops complex project plans to support successful project delivery.

•Communicates relevant project information to executive and leadership team.

•Determines appropriate revenue recognition, ensures timely and accurate invoicing, and monitors receivables for project.

•Analyzes project profitability, revenue, margins, bill rates and utilization.

•Produces project scorecards and other executive-like reporting.

INNOVAPOST INC, SENIOR PROJECT MANAGER.

Mississauga, ON, Canada. March 2014 to March 2015.

Shared IT services for Canada Post Group of Companies.

•Oversees and manage large to complex diverse and strategic projects.

•Consulted, implemented and monitored CAPEX expenditure of infrastructure hardware including servers and OPEX expenditure of implementation team.

•Assisted in migrating Canada Post Data Centres to a new vendor.

•Systems I managed daily included Salesforce, SAP ERP, SAP BI, oracle databases and legacy systems.

•Coordinates/directs all the functional groups involved with a pre-defined project, in order to meet all project requirements (Time, Functionality, Quality and Cost).

•Leads negotiations with outside companies (Affiliates) on a regular basis.

•Analyzes and makes decisions on projects, considering project functionality, cost, schedule, and quality and making trade-offs as appropriate for each project being managed.

•Develops complex project plans to support successful project delivery.

•Communicates relevant project information to executive and leadership team.

•Determines appropriate revenue recognition, ensures timely and accurate invoicing, and monitors receivables for project.

•Analyzes project profitability, revenue, margins, bill rates and utilization.

•Manages and co-ordinate project resource ‘on-boarding’ and off-boarding processes.

•Produces project scorecards and other executive-like reporting

•Supports and coordinates the proposal development process (including the creation of Minor Enhancement Requests, Change Requests and proposals as required)

•Maintains project plans, document management system, change and problem tracking, and contract administration.

ONE COMPUTER INC, PROJECT MANAGER.

Toronto, ON, Canada. May 2013 to Feb 2014.

One Computer Inc is an ERP and CRM integrator for PeopleSoft, Salesforce, Google apps and Work-Wise systems.

Implement strategies to help business performance, growth and revenue.

Upgrade of PeopleSoft Financial sub-module general ledger.

Employ structured approach to project management including acquiring technical resources to support project deployment.

Oversee and lead management of project deliverable across variety of engagements.

Manage and develop functional and system specifications.

Configure the applications to business requirements.

Provide support to client from project start through transition period to production.

Liaison with project stakeholders and business units on an ongoing basis.

Contribute to the practice growth and development.

Build, develop and grow business relationships with new and existing clients.

Involved in the development of proposals and other sales support.

Coach, mentor and train system application users.

INTELEX TECHNOLOGIES INC, IMPLEMENTATION PROJECT MANAGER.

Toronto, ON, Canada. March 2012 to May 2013.

Provider of global environment, health, safety and quality software solutions.

•Create and execute project plans and revises as appropriate to meet client requirements.

•Manage day-to-day operational aspects of a project and scope, including project budget.

•Implementation methodology and enforce project standards.

•Assess, monitor and control project exposure and risk.

•Analyze project profitability, revenue, margins, bill rates and utilization.

•Identify business development and "add-on" sales opportunities.

•Resolve and/or escalate issues in a timely fashion.

•Experience working in the areas of application programming, database and system design.

•Effectively utilizes each team member to his/her fullest.

•Set and manage client expectations.

•Effective and constant communication with clients to identify needs and evaluate business solutions.

•Continually seek opportunities to increase customer satisfaction and deepen client relationships.

UNISYS CORPORATION, TEAM LEAD PROJECT SERVICE DEPLOYMENT

Pickering, ON, Canada. Feb 2008- March 2012.

Global information technology Company that solves complex IT challenges at the intersection of modern and mission critical.

•Provide project leadership to 5 employees including budget control, production timetables, status reporting, client/project team coordination and quality assurance.

•Manage a team of 5 implementation project managers.

•Managed project budget ranging from $50k to $15 Million dollars.

•Manage a number of small to medium level project thorough all the phases from initiation, planning, executing, monitoring and controlling and closing.

•Research and implement best practices.

•Manage vendor relationships.

•Part of the project management team involved in 7-11 Stores equipment upgrade across North America.

•Project Manager for Desjardin Credit union telephone equipment upgrade, Canadian depository service infrastructure upgrade and Canadian Department of Defense worldwide infrastructure migration.

•Involved in lean six sigma process improvement.

•Lead in implementing field service management software ‘Click Software’ in Canada.

ING BANK OF CANADA, PROJECT CO-ORDINATOR.

North York, ON, Canada. Jan 2005- Jan 2008.

Developed integrated baseline project plans adapting estimating models as required, documented estimating assumptions, refined plans and managed performance against them.

Managed project requirements changes, multiple and competing demands and priorities determining and conveying impact on time and risk using appropriate fact-based metrics.

Promoted innovative methods to get the work done and implemented best practices.

Administer, coordinate and manage all software applications issues and conflicts, remove barriers, resolves issues of varying complexity and escalated to appropriate level when required.

Perform impact and risk analysis and tracked them using appropriate methodology.

Lead business analyst in loan and credit bank products.

Monitor and control progress of all active software requests (planning, development, testing, and implementation).

Interface with business representatives to develop a solid understanding of business process and technology requirements.

Provide status updates and follow-up as required.

Actively participate in change control committee meetings, action request committee meetings and build planning sessions.

Defining and monitoring software process to be compliant with CMM level 3.

Captured and tracked metrics and performed trend analysis.

THOMSON REUTERS, DATA QUALITY ANALYST.

Rockville, MD, U.S.A. 1997- 2004.

Managed internal and client-side technical needs for a department of 60 staff employees servicing 300 financial institutions.

Worked with other departments to design proactive programs and service standards.

Assisted with implementation of new company-wide database, including coordination of transition, maintenance of data, and performance of quality checks.

Worked with the senior management to draft software application requirements.

Assumed lead in data quality management process improvement team, applications acceptance tests, processes and applications enhancements.

Monitored and reported on the departmental production metrics.

Managed department’s projects.

Worked on client’s unique requirements not available in the companies range of software products

EDUCATION

STRAYER UNIVERSITY, WASHINGTON D.C. U.S.A.

Bachelor of Science, Information systems, 1998

ACTIVITIES

Member of Quality assurance institute.

Member of Project management institute.

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