Project Manager Customer Service
Resume:
Carol Kay Servello
*************@*****.***
SUMMARY
Accomplished Project Manager and Scrum Master with multiple years of experience in the Technology field. Strengths included are strong communication skills, collaboration across global functional teams, and driving results. Recognized as an expert partnering up with Business and Technology to understand requirements and management of development of innovative technical solutions end to end. Exceeded in multi-tasking skills to accommodate Business, Technologies and Customer needs. Successfully managed and delivered a long legacy of quality projects across Business and Technologies globally.
PROFESSIONAL EXPERIENCE
American Express
Technology Project Manager/Scrum Master Lead – Houston, Texas (2002 – 2016)
Responsible for managing multiple projects with multi-million dollar budgets; prioritizing development work and managing 50+resources spread across several development teams utilizing Agile and Waterfall methodology through the lifecycle of the projects.
Responsible for documenting and communicating of agendas, action items, schedules, issues, and risks to the project team and stakeholders.
Developed Status Reports and Managerial Reports for the Business Partners to enable decision making and project efficiencies during the project cycle to deliver the best productive product for the customers.
Managed Financial Reporting through Forecasting, Project Planning and Resource Planning.
Prepared discussion materials and presentations to a large audience (50+ppl).
Mentored existing as well as newly-hired PMs on tools and procedures across the Technology department.
Sr. Business Systems Analyst / Project Manager - Houston, Texas (1998 –2002)
Responsible for managing and prioritizing development work and issues on new and existing systems. Responsible for configuring and maintaining environments of UNIX and Windows NT in order to implement code from a test phase into production.
Analyzed issues, conducted research and documented the test and production systems which prevented future issues.
Liaison between Customer Service, Operations and Technologies.
Developed Status Reports and Managerial Reports for Business Partners globally.
Managed Financial Reporting through Forecasting, Project Planning and Resource Planning.
SQL Server Database Administrator / Lotus Notes Administrator - Houston, Texas (1997 – 1998)
Responsible for monitoring and maintaining databases on SQL Servers and Lotus Notes.
Installed and built servers and databases as well as backing up and restoring data
Rollout and support of Lotus Notes email system to all internal and virtual users
Computer Operations Specialist – Houston, Texas (1996 – 1998)
Responsible for maintaining systems in production
Researched issues with the systems and applications and a liaison to developers in order to correct them
Created documents and instructional procedures in order to troubleshoot and maintain systems and their issues
TECHNICAL SKILLS
Clarity, Web Focus 8.x (Information Builders Inc.), CA Agile Central, Quality Center, Lotus Notes, Outlook, Microsoft Office 2007 (includes Microsoft Access, Excel, Word, MS Project, PowerPoint, Visio), SnagIt, Adobe, SQL
EDUCATION
Associate of Science in Computer Data Processing
McLennan Community College Waco, Texas
CERTIFICATIONS
Project Management Professional Certification
Project Management Institute
Certified Scrum Master
Scrum Alliance
DATABASES
SQL Server, DB2
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