Manager Customer Care

SHABANA C. KHAN

***** ***** ****** ****, *******, CA 92336 C: 626-***-**** *************@*****.*** Summary

• Experienced technical and business analyst with excellent client and project management skills

• 10+ experience in Software Project Management and Quality Engineering

• Proactive, passionate, energetic, self-motivated and result-oriented with expertise in problem- solving and aptitude for innovation

• Excellent interpersonal skills with strong ability to communicate effectively with technology, executive, and business audiences

• Skilled in process improvement strategies and implementation

• Experienced in IT technical domain with C, C++, Java, J2EE, system/software integration, Model-View-Controller (MVC) pattern, adaptors, back-end, front-end applications and service integration component development and as a senior business and solution Analyst

• Hands on with relational database and scripting languages, Flex, Adobe Flash, MySQL, Pascal, Perl, and Assembly. Also have exposure towards base networking and operating system server’s administration

Skills

• Software Engineering/Lead

Development

• Java J2EE

• Adobe Flex

• ActionScript

• MySQL

• Smartsheet

• Data Mapping

• Strategic Planning

• Workflow Analysis

• Gap Analysis

• Risk Assessment

• Quality Assurance

• Process Improvement

• Leadership

• Project Management Methodologies

(Agile, Scrum, Waterfall)

• Software Testing

• Vendor Sourcing and Negotiation

• Lean Six Sigma Methodologies

• Detail-Oriented

• MS Project Manager

• SDLC

• Change Management

• Customer Satisfaction

• Communication

• Relationship Building

• Responsible

• Accountable

• Emotional Intelligence

Experience

Software Project Manager (Account Manager) 07/2018 to Current Pangea-CDS Gardena, California

• Managed Software Projects from inception to implementation

• Managed 3 significant accounts from onboarding through project completion

• Coordinated daily account activities to provide high-level customer care

• Delivered services and solutions on time to comply with customers' satisfaction

• Improved customer confidence through transparent and open communication

• Wrote Graphic Module Instructions, Business Requirements, Technical Specifications, Issues and Technical Defect Reports

• Reviewed and approved test plans and test scripts

• Managed User Acceptance Testing and defects logging

• Collaborated with Development and Quality Engineering teams to resolve product /software issues and find resolutions

• Provided innovative ideas and software solutions in team meetings

• Conducted peer review sessions to improve documentation and for knowledge transfer

• Led process improvement activities in multiple domains - account management, quality engineering, and communication

• Helped build strong and coherent relationship among team members across various departments

• Helped improve the work environment to be more pleasant and comfortable for everyone through respect and honesty

Project Test Manager (Sr. Test Engineer) 06/2013 to 01/2018 MUFG Union Bank Monterey Park, California

• Managed Quality Engineering Test Teams for multimillion-dollar Project impacting over 80 systems, applications, and interfaces

• Managed test teams in a $2.6 million paperless initiative that was rolled out to 465 branches resulting in savings of $4.5 million per year for the bank

• Led complex technical projects from concept to completion

• Reviewed and/or wrote Business Requirements, Functional and Design Specifications

• Created wireframes and site maps for design specification

• Developed test strategy, test scenarios, and test scripts/cases

• Implemented workflows for current and future business processes

• Performed impact analysis on current business processes

• Involved in operational improvements based on system analysis and business assessment

• Collaborated with business, vendors, technology and system teams in multiple projects

• Trained Business Users on usage of new and/or improved systems and applications

• Led Enterprise Content Management (ECM) implementations including IBM P8, ICM, IBM Forms, iLog & DataCap for MUFG infrastructure

Software Engineer (Lead Developer) 10/2009 to 06/2012 Syracos Managementsysteme GmbH Berlin, Germany

• Led the development team in designing and implementing an On-Demand web and mobile user interfaces for CasSys Systems (Integrated Business Management Application)

• Developed business requirements and use cases based on the goals, features and the customer’s needs

• Developed and performed enhancements to the consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications

• Led the sales, marketing and support teams to launch products on time and within budget

• Performed competitor bench marking analysis to identified cost savings and product enhancements

• Implemented and delivered high code & solution quality

• Conducted code review and performance optimization

• Provided training to the team on new technologies features in Adobe flex, flash, scripting, hibernate model, MVC model

• Researched innovative ways for continuous improvements in product design, coding, user interface, and software architecture

Assistant Network Administration 10/2007 to 03/2008 Forza Silicon Corporation Pasadena, California

• Implementation of basic networking fundamentals

• Level-1 Linux server (CentOS / Red Hat) administration

• Basic Windows XP and Server 2003 administration

• Linux maintenance/configuration for both server and client such as: DNS, DHCP, Firewall, Web services, FTP, SSH, E-mail, VPN

• Windows maintenance/configuration for both server and client such as: Active Directory, MS Exchange (E-mail), Backup software, Terminal Service, MS Office Education and Training

Master of Science: Leadership and Management 2018

University of La Verne La Verne, CA, United States Bachelor of Science: Computer Science and Mathematics 2009 California Polytechnic University, Pomona Pomona, CA, United States Associate of Arts: Computer Science and Mathematics 2005 Pasadena City College Rosemead, CA, United States

Certifications

• Project Management Professional (PMP) – In Progress

• Lean Six-Sigma Green Belt – In Progress

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