Project Manager Customer Service

Kapil Dass, CSM

** ********** **** ● East Brunswick ● NJ 08816 ● 414-***-**** (C)

e-mail: ************@*****.***

PROFESSIONAL SUMMARY

Certified Scrum Master, Certified Project Manager

A business oriented professional with IT experience in the pharmaceutical, finance, mortgage, and manufacturing industries.

Performed as a Project Manager, Senior Business Analyst, Systems Analyst, and Systems Developer for full life cycle IT applications.

Full breadth of application development experience including Gap analysis, process re-engineering, requirements gathering, requirements validation, quality assurance, software releases and scheduled update releases.

Utilized SDLC, Waterfall, Agile, PMBOK, CMMI and blended methodologies.

WORK EXPERIENCE

11/2016 – 02/2017 Scrum Master Consultant, Dodge Data Analytics, Hamilton, NJ

Assist product owner in prioritizing the backlog

Facilitate business requirements gathering sessions

Conduct daily scrum meetings

Resolve team impediments (including off shore team)

Create user stories and acceptance criteria from business requirements

Develop process flows to reflect the business logic.

Develop implementation document with gathered information from business and development team

Provide project status to business and management

Facilitate sprint review meeting

Conduct retrospective for the sprint

11/2015 – 06/2016. Scrum Master, NewOak Capital, NY, NY

Work closely with business to identify and recommend opportunities for operational and system improvements to due diligence and servicing overlay processes.

Assist product owner in identifying and prioritizing the back log for sprint planning

Conduct daily scrum meetings and assist team with resolving the impediments

Provide progress updates to stakeholders on a regular and on demand basis

Responsible to get the release approval from the product owner

Conduct lessons learned session after project implementation to improve internal SDLC process

Analyze the existing loan servicer monitoring and reporting application for reengineering efforts.

Identify the existing reports for migration into the new system

Research the loan level fields from due diligence and servicer data for updates.

Participate in UAT defect tracking activities and follow through the defects until resolve

Troubleshoot inconsistent loan data for accuracy

Responsible to provide the production support.

3/2014 – 10/2015, Sr. Business Analyst/Scrum Master, PHH Corporation, Mt Laurel, NJ

Managed projects in Agile and Waterfall environments

Identify projects/enhancements to migrate from waterfall to agile environment (Agile Transformation)

Develop project scope from the business case/business opportunity statement

Prepare project timelines based on resource estimates, project scope and project dependencies

Create, facilitate and monitor project plans to gather business and functional requirements and their progress

Provide progress updates to stakeholders on a regular and on demand basis

Negotiate issues and resolve conflicts related to the business, and functional requirements prior to development

Advocate open communication between teams to increase productivity

Conduct daily scrum meetings and assist team with resolving the impediments

Facilitate Sprint review with the stakeholders and team to get acceptance on done scope items

Assist product owner in identifying and prioritizing the back log for sprint planning

Conduct lessons learned activities after project implementation to improve internal SDLC process

Mentor new team members regarding scrum framework

Determine internal/external resources, stakeholders

Liaison between the business and technology teams and vendors

Responsible for initiation to completion of projects, including post implementation support

Identify project risks and dependencies and communicate them to stakeholders

Facilitate business and functional requirements gathering sessions among cross functional teams

Manage the development, testing and change management for projects with offshore/onsite development teams

Incorporate changing business needs in project plan as necessary

Conduct walk-throughs to obtain approval on documented business and functional requirements from stakeholders

Proactively identify the quality issues in new and ongoing business processes

Participate in QA and UAT defect tracking activities and follow through the defects until resolve

Provide support to business community after the release

Assist team in investigating inconsistent loan data using SQL

Follow industry regulations, compliance standards and best practices in projects

4/2011 – 2/2014, Sr. Business Analyst/Project Manager J.P. Morgan Chase,

Corporate Technology, NY, NY

Lead the conversion of Global Transaction Operations databases to Accutrac Record Management System.

Managed the implementation of Retention API interface in Accutrac for Release 3 2013

Developed project plan to improve the performance and capacity for Accutrac application from Infrastructure, Application, and database prospective.

Utilized SQL queries to find discrepancies for data conversion

Treasury Security & Services, Chicago, IL

Participated in Agile transformation of Treasury Services Deal Manager Onboarding Application project

Lead Onboarding Scope Items: Global ACH, Liquidity Core Balance Growth, e-Serve, LATAM – Brazil, Client ACCESS Host to Host Direct Transmission utilizing scrum

Conducted business requirements gathering meetings with SMEs utilizing collaborative/Agile approach.

Elicited and documented detailed business requirements using Requirements Traceability matrix (RTM)

Identified impacted areas with the requirements (Sales, Implementation, Services, and Operations)

Identified and document current, future, and the gaps between existing and future system.

Clarified Gaps and Differences (G&D) in Market Change Readiness Calls

Researched the defects identified in UAT calls and document in Quality Control application.

Lead team review sessions of the requirements utilizing collaborative/Agile approach.

Conducted Root Cause Analysis on defects

Initiated Change Requests and obtain approval from SMEs.

Followed up with SMEs and team members on clarification questions.

Partnered with BA team members in research for USD Clearing and Liquidity products knowledge and presented the findings to the rest of the team members.

7/2009 – 12/2010 Sr. Business Analyst Consultant, Wisconsin Physician Service Health Insurance, Monona, WI

Create end to end process flows.

Gather and document requirements from Enterprise Security group, Networking group, WebSphere Administrator group to implement Service Oriented Appliance (SOA Data Power XI50)

Elicit and analyze requirements from the business users for Tricare Health Insurance

Document user, functional and non-functional requirements using CMMI Methodology

Walk through the requirements with stakeholders, sponsors and users for approval

Work with different department personnel (customer service, operations, telecommunications, corporate data warehousing and reporting) for requirements and deliverables for call center application.

Liaison to Technical team to clarify the requirements

Review and analyze Interactive Voice Response (IVR) system and Telephony system call flows for Beneficiaries, Providers and Behavioral Health customers

Troubleshoot the existing business process (TeamTrack) flow to improve functionality.

Peer review requirement documents assembled by other Business Analysts on various projects

11/2007-12/2008 Sr. Business Analyst Consultant, Abbott Pharmaceutical, Waukegan, IL

Gathered, analyzed, and documented the current business requirements for the Regulatory Affairs Division.

Created Business Process Model for Regulatory Affairs Division

Created training material and revised Standard Operating Procedures (S.O.P.)

Developed Functional Requirements Documentation for FDA eCTD (Electronic Common Technical Document) application

Developed User Requirements Document for Drug Application submission process.

Assisted in Validation of the system for release.

Developed traceable matrix for validation protocols and requirements.

Compiled Release Notes for the system releases and route them for approval.

Liaison to vendors to complete the required tasks.

Interacted with users to clarify the requirements.

Communicated with Technical team regarding system issues in development environment.

Technical Competency

Tools: MS-Project, MS-Office, MS-Visio, SQL, Clarity, JIRA, Confluence

Techniques: SDLC, Waterfall, USE cases, Sequence Diagrams, Activity Diagrams, Business Process Models, Kanban, Scrum, Agile

Certifications:

Certified Scrum Master, Scrum Alliance

Project Management Certification, Cardinal Stritch University, Milwaukee, WI

Lean Gigma (Yellow Belt)

Education

Bachelor of Science, Computer & Information Systems, Upsala College, East Orange, New Jersey

Contact this candidate