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Project Manager Customer Service

Location:
Arlington, Virginia, United States
Posted:
October 22, 2016

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INDUSTRY EXPER I ENCE

DELOITTE CONSULTING LLP SYSTEMS INTEGRATION CONSULTANT Jul 2014 - Present

Arlington, VA

Field Support Commonwealth of Kentucky Health Benefits Exchange

• Administered end-user support over 40 case workers across 5 county offices within the KY Department of Community Based Services (DCBS) following the release of a modernized case management platform within the Integrated Eligibility system.

• Served as the main point of contact to managers and staff across 5 county offices; maintained open lines of communication, resolved system roadblocks, and escalated critical issues efficiently, resulting in strengthened client relationships at the county, regional, and state levels.

• Provided onsite system troubleshooting and follow-up training to DCBS staff that helped eliminate the statewide backlog containing over 50,000 outstanding cases.

Project Manager Baxalta

• Managed project-wide tasks and responsibilities to support an Agile delivery team of over 20 technical and functional specialists in developing and deploying a salesforce.com instance to over 40 countries world-wide.

• Tracked and mitigated project risks and issues from first point of identification until closure.

• Created client-ready project deliverables including the Project Charter, Project Plan, RACI matrix, Action Items Process design, and Project Status Reports.

• Strategized with project and client leadership to develop a hybrid software delivery model for implementation encompassing elements of continuous improvement over the 18-month project timeline. SharePoint Specialist Defense Security Cooperation Agency

• Designed and proposed a scalable suite of SharePoint solutions to support the Financial Improvement and Audit Readiness

(FIAR) team in the ongoing mock audit activities.

• Configured customized tools utilizing Bamboo Solutions to the address the agency’s concerns regarding streamlining the mock audit process, significantly decreasing user error sand time spent addressing user questions, and increasing overall agency productivity.

• Conducted user acceptance testing, end-user training, and client demonstrations of the newly developed SharePoint tool resulting in full acceptance and overwhelming client satisfaction. Operations Engineer Military Health System

• Provided O&M and technical support for the Health Artifact and Image Management Solution (HAIMS), which provides enterprise-wide data sharing capabilities to over 20,000 health care providers across the Department of Defense and Department of Veterans Affairs.

• Led and refined incident management triage processes to support ongoing system troubleshooting efforts, and delivered comprehensive issue resolution reports to client leadership and stakeholders.

• Developed a detailed Agile transformation plan for a network of multiple development and program management teams tasked with complex HAIMS system enhancements, and assisted with implementation and stakeholder briefing.

• Analyzed the Department of Defense Acquisition Guidebook and applicable agency policies to determine organizational readiness for Agile methodology acceptance, and revised governing documentation to reflect Agile best practices. ACISTECK CORPORATION IT BUSINESS ANALYST & SCRUM MASTER Nov 2013 - Jul 2014 Arlington, VA

• Facilitated and led multiple Scrum teams through all phases of the software development lifecycle using an Agile-Waterfall hybrid approach by carrying out key Scrum Master duties, including conducting sprint ceremonies, maintaining Scrum artifacts, tracking task/sprint completion, and improving communications with stakeholders.

• Consulted with clients to solicit requirements for new systems and system upgrades of at least 7 web-based systems, resulting in streamlined workflows, improved communications, and increased efficiency for over 1,700 end-users.

• Translated business and technical requirements into Epics and User Stories in JIRA.

• Planned release timelines for 4 systems in conjunction with lead developers, the project manager, and the Product Owner.

• Created system mock-ups and wireframes, and collaborated with subject-matter experts to design user-centric interfaces.

• Developed test cases, completed functional testing procedures, coordinated UAT efforts, and documented testing results.

• Created training course materials, user handbooks, and Quick Reference Guides for distribution throughout the agency.

• Conducted client demonstrations and user trainings in preparation for system deployment. 111 O St SW #2, Washington, DC 20024

acw6ou@r.postjobfree.com

(202) *** ****

linkedin.com/in/caseyawelch

Casey Welch

AGILE PROFESSIONAL SCRUM MASTER TECHNOLOGY CONSULTANT ADDI T IONAL PROFESS IONAL EXPERI ENCE

THE BOZZUTO GROUP SALES & MARKETING ASSOCIATE Dec 2012 – Nov 2013 Washington, DC

Met or exceeded sales targets as a high-performing leasing agent. Served thousands of customers in luxury residences, managed lease documentation, drafted resident communications, assisted with accounting and reporting activities, planned and coordinated events, and promoted B2B marketing efforts. SOGANG LANGUAGE PROGRAM ENGLISH TEACHER Jun 2011 – Nov 2012 Seoul, South Korea

Taught English as a Second Language to students in PreK-8th grades. Primary responsibilities included planning daily lessons, developing and enhancing curriculum, designing exams and assessments for school-wide use, documenting student progress through detailed written reports, and training new and junior instructors. THE WASHINGTON POST CONSUMER MARKETING INTERN Jun 2009 – May 2011 Washington, DC

Supported Marketing Managers in Consumer Acquisition by assisting with organizing special events, writing copy for subscriber communications, brainstorming new ideas for marketing campaigns, and resolving customer service issues. EDUCAT ION

GEORGE WASHINGTON UNIVERSITY BACHELOR OF BUSINESS ADMINISTRATION Sep 2007 – May 2011 Washington, DC

MAHIDOL UNIVERSITY INTERNATIONAL COLLEGE BUSINESS STUDIES Dec 2009 – May 2010 Bangkok, Thailand

CERT I F I CAT IONS

PMI AGILE CERTIFIED PRACTITIONER (PMI-ACP) PROJECT MANAGEMENT INSTITUTE CERTIFIED SCRUM MASTER (CSM) SCRUM ALLIANCE

CERTIFIED SCRUM PRODUCT OWNER (CSPO) SCRUM ALLIANCE SK I L LS

• SOFTWARE & TOOLS: Atlassian JIRA & Confluence; Axure RP; BMC Remedy Action Request System; HP Agile Manager; Microsoft Office Suite (Excel, InfoPath, OneNote, PowerPoint, Project, SharePoint, Visio, Word)

• SYSTEMS DEVELOPMENT FRAMEWORKS: Agile methodologies – Scrum, XP, Kanban, Lean, Feature Driven Development (FDD), Scaled Agile Framework (SAFe); Waterfall methodology; Agile-Waterfall Hybrid

• BUSINESS & PROFESSIONAL: Project management; requirements gathering; functional testing; issue/incident & risk management; end-user training; client service; UX/UI design; presentation design & delivery; business writing & copyediting; meeting facilitation; team leadership



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