Project Manager Customer Service

Laurie Baranek

***** ******* **.

Fernandina Beach, FL 32034

EMAIL: ********@*********.**.***

Cell Phone Number: 585-***-****

Summary

Information Technology Professional with a diverse background in multi-national organizations with proven experience as a project manager, team leader, systems analyst and administrative assistant. Successfully managed numerous projects and led global project teams achieving excellent results in scheduling and budgets. Quickly adapts to change environments with flexibility, while working in organizations with rapid growth and change. Strengths include: highly motivated, outstanding team player, possessing high energy and self-motivated. After my early retirement from Information Technology, I worked part time as a barista in a coffee shop. This job was very busy ad hectic at times, requiring excellent customer service skills and multi-tasking.

Professional Experience

Wegmans, Rochester, NY

05/2013 - 11/2022

Barista – Customer Service (Part-Time)

Work independently in the Wegman’s Coffee Shop.

Job tasks were to open and close the Coffee Shop several times a week. Customer Service skills are extremely important in this position, especially at Wegmans. Other important skills required were: good listening skills, good communication skills, taking orders, making recommendations, making drinks accurately, waiting on multiple customers at the same time, keeping coffee shop clean at all times.

Hewlett-Packard, Rochester, NY

06/2011 - 08/2012

Project Manager - Unilever Corporation Account

Disaster Recovery project management: Plan and Manage global resources in all testing activities to ensure Disaster Recovery Activation Plan and Unilever DR Testing is activated properly on the SAP R3 Disaster Recovery production environment in UK. Ensure the Recovery Point Objective (RPO) and Recovery Time Objective (RTO) measurements are met.

Planned, managed and implemented a new HP Server Service Catalogue in the Unilever environment.

Successfully managed the Disaster Recovery environment in Unilever.

Successfully implemented new finance reports in Unilever

Hewlett-Packard, Rochester, NY

11/2009 - 05/2011

Project Manager, Symantec Corporation Account

Managed a $1.2 Million global payroll outsourcing project. This project included 11 global payroll implementations

Managed Requirements, Development, QA Testing, UAT Testing and Implementation of global payroll data feeds from Symantec to five external Payroll vendors.

Managed 35 global resources (Senior Business Analysts (Oracle ERP), Business Analysts, and Data Base Administrators) located in Argentina, India, Ireland and US.

Managed and approved project financials by ensuring that all resources have the proper billing codes for SAP and that they were tracking their time accordingly. The project was managed within budget and on schedule for all 11 tracks (releases

Facilitated weekly team meetings and bi-weekly HP-Symantec Steering Committee meetings.

Utilized Microsoft Project for scheduling and status reporting to the client

Coordinate efforts of four external payroll vendors(Symphony, ADP-UK, ADP-Canada, ADP-Streamline (Europe), HP team members and the Symantec Clients (Global Payroll Director and Global Payroll Managers in the Americas, EMEA and APJ regions).

Electronic Data Systems (EDS), Rochester, NY

06/2004 - 10/2009

Project Manager and Project Lead, Xerox Corporation Account

Production Support Operations and Development Projects

Transition Manager and Project Manager in Xerox Production Support Operations. Manage, coordinate and plan multiple application transitions. Analyze and estimate the work effort required for new applications transitioning into production support. Prepare cost models associated with these applications. Ensure the team is trained and ready to support all new applications. Work with lead project manager in managing the 160 production support applications in production support. Manage daily resolution of critical issues and coordinate efforts for a timely resolution.

Project Manager for the Oracle DRDA Installation Project. Managed a team of eight integrated application teams with a total of thirty-five people. The project involved installing Oracle DRDA software on test and production servers and remove existing software from the mainframe. Managed all applications through testing and production phases through a phased approach. This project was done in addition to the Transition Manager and Production Support roles in order to gain more project management experience.

Project Leader for Marketing Customer Custom Solutions. Provide project leadership to onshore and offshore employees. Responsible for managing and prioritizing all customer requests. Assist in gathering requirements, design, code and test customer requests. Implemented requests using Oracle PL/SQL, COBOL and Microsoft Access.

Project Manager for enhancement project to migrate high potential sales activity reports from an HP document share site to a SQL Server environment. Create and maintain project plan managing seven onshore and offshore employees.

Lead a team of two program analysts to implement a new project to enhance the Xerox Customer invoice

Xerox Corporation and Electronic Data Systems, Rochester, NY 11/1988 – 05/2004

Project Leader and Project Analyst/Programmer

Develop and test Oracle SQL programs and UNIX scripts for Marketing and Sales customer

Develop and maintain COBOL, IMS, SAS and DB2 programs and provide production support on-call 24 X 7.

Mentor team members and provide troubleshooting expertise on SQL procedures

Train team members from India on technical processes and procedures.

Create unit testing conditions and run base case streams for the Finance customer.

Write specifications based on customer requirements.

Xerox Corporation, Rochester, NY 03/1973 – 10/1988

Administrative Assistant and Junior Project Analyst/Programmer

Supported 5 Xerox IT Managers and their teams (total of 40 people) by maintaining calendars, travel arrangements and producing reports.

Assist teams on creating program requirements and maintain Tax Vendor programs.

Skills:

Project Management:

MS-Project, Project Management

Technical Skills:

Project Analysis, Oracle SQL, UNIX, COBOL/2, MS Access, JCL, IMS DB2, Panvalet

Software:

MS-Office (Word, Excel, Power Point, Project and Outlook)

Education, Professional Development and Training

Associate Degree Graduate : Applied Arts and Sciences, Rochester Institute of Technology - Rochester, NY (May, 1997)

Attended Hewlett-Packard Agile Training class in 2009

Attended Hewlett-Packard PMP Acceleration Program

Memberships / Certifications:

EDS - Leaders Internship Program

EDS - Project Management Competency Training

EDS - ITIL Awareness Training

EDS - Yellow Belt Training

Member of Project Management Institute (PMI)

Xerox - Circle of Excellence

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