Project Management Pmp Certified

Shahnaaz Ghotra, PMP

+1-250-***-**** ********.******@*****.*** www.linkedin.com/in/naaz08

Education

PROJECT MANAGEMENT

PROFESSIONAL (PMP CERTIFIED)

Project Management Institute

Dec 2020

PROSCI® CERTIFIED CHANGE

PRACTITIONER

Oct 2021

BCS, COMPUTING SCIENCE

(SPECIALIZATION IN DATABASES

AND SOFTWARE ENGINEERING)

Thompson Rivers University

May 2015

COMPUTER SYSTEMS: OPERATIONS

& MANAGEMENT DIPLOMA

Thompson Rivers University

May 2012

Certificates

MICROSOFT CERTIFIED

TECHNOLOGY SPECIALIST

.NET FRAMEWORK 3.5, ASP.NET

APPLICATIONS CERTIFICATION

Highlights

ITIL FRAMEWORK

AGILE METHODOLOGY

NETWORK PROTOCOLS

(TCP/IP)

Personal Profile

PMP Certified Professional with 8+ years of experience in IT Service Management, IT strategy and Project Management. Typical responsibilities include optimizing daily business operations, developing business improvement plans, providing operational support services to clients, and driving operational efficiency and effectiveness via partnering with cross-functional teams. Recognized by senior leadership team with a Catalyst award for consistently exceeding expectations, displaying outstanding talents in project planning, project management, business process analysis, vendor management, problem identification, reporting and process improvement. Technical Industry Experience

IT PROJECT CONSULTANT Feb 2021 – Present

SAP Labs Vancouver

• Lead cross-organizational strategic planning and special projects on behalf of leadership, for all levels of executives.

• Liaison between Director and executive leadership team managing competing demands as well as differing stakeholder requirements and expectations to ensure alignment with the overall strategic vision.

• Provides clear and concise updates regarding overall program status, issues, risks and recommend resolutions.

• Delivered organizational wide monthly achievements, board report updates and supervisory board reports for the leaders on time.

• Championed change control process, formulated impact of recommended changes to initial timeline and overall project expenditure and communicated projections to key stakeholders.

SENIOR BUSINESS SYSTEMS CONSULTANT May 2016 – Jan 2021 SAP Labs Vancouver

• Provided technical customer service and support (CSS) on SAP Learning Hub Platform to 500,000+ customers.

• Acted as Escalation Manager for North America (NA) region.

• Acted as Learning Hub Help Centre Expert for a global team.

• Developed and updated 100+ Knowledge Base Articles, six user guides, and other project support documentation as needed.

• Demonstrated a proven track record in Incident & Problem management.

• Onboarded and trained new employees, including interns and contractors.

• Instituted Service Level Agreements (SLAs) and performed system testing, validation, & quality control on updates, releases, and executed processes. Shahnaaz Ghotra, PMP

+1-250-***-**** ********.******@*****.*** www.linkedin.com/in/naaz08 Highlights

NETWORK SECURITY

(VPN, Antivirus)

SERVICENOW

MICROSOFT OFFICE SUITE

BUSINESS ANALYSIS

PROJECT MANAGEMENT

CHANGE MANAGEMENT

SHAREPOINT

VISIO

WEB DEVELOPMENT

(HTML, CSS, JavaScript)

RELATIONAL DATABASE

(Oracle, Microsoft SQL Server)

DATA ANALYSIS

(ETL, Power BI, SQL)

Other

LANGUAGES

English, Hindi

INTERESTS

Badminton, dancing, cooking,

traveling, fitness

Technical Industry Experience Continued

• Designed, developed, and launched the Change Management process for ServiceNow migration project.

• Project Manager -> Led five major projects focussed on maximizing profits and optimizing business processes.

CUSTOMER ENGAGEMENT EXECUTIVE (FELLOWSHIP) Aug 2019 – Feb 2020 SAP Labs Vancouver

• Served as a business strategic advisor to ten large enterprise customers.

• Met and exceeded account-specific revenue goals for account portfolio.

• Reduced support cases by 50% before expediting it to the technical team.

• Led the Net Promoter Score (NPS) Survey initiative as a Project Manager for NA region to increase customer satisfaction.

APPLICATION OPERATIONS SPECIALIST Jul 2015 – Mar 2016 Canaccord Genuity Corp – Vancouver, BC

• Provided support as a Subject Matter Expert for five different financial, compliance, and back-office applications.

• Awarded employee of the month twice for consistently exceeding the SLA goal by 99% and 30% reduction in support tickets volume in three months.

• Collaborated with vendors, BA, and Canaccord business units to implement features in banking applications, generating 30% improvement in technical support to users.

Community Engagement

PROJECT MANAGEMENT OFFICE (PMO) CO-LEAD Jul 2018 – Present Bringing Women Together (BWT)

• Leads a team of PMO coordinators, event leads, and event managers.

• Assists the Governance Team in strategy planning.

• Develops BWT Metrics, registers, and scorecards. EVENT LEAD/MANAGER Jul 2018 – Present

Early Talent Community, SAP Labs Vancouver

• Analyzes and develops strategic project plan for the year.

• Supervises a team of event managers, caterers, and other volunteers.

• Organizes local events such as executive panel discussions.

• Works with leadership to take the pulse of overall activity to identify cross- marketing opportunities.

Contact this candidate