Project Manager Customer Service
Resume:
Florence Logan
Palm Bay, Florida
***************@*******.***
Professional summary
7+ years’ experience as a Project Manager, Business Analyst, Product Owner and Technical Documentation Writer and Enforcer
10 years’ collectively management experience in an aeronautical, financial, hospitality, and retail industries
Working Data Warehouse knowledge
Working knowledge of UI/UX
Experience with Salesforce as an end-user
7 + years using SaaS applications such as JIRA/Confluence, Google Apps, Cisco WebEx, ITIL frameworks
Agile, Scrum, Waterfall SDLC methodologies
5+ years’ experience in QMS (Quality Management System) environment with ISO 9001 certification
Web application testing using Selenium
Strong knowledge of the financial industry
Proficient in Microsoft Office with working knowledge of Microsoft Access, SQL Server, Visio (w/BPMN diagramming)
Basic to Intermediate knowledge of editing/updating databases using SQL
Experienced IT Support Analyst with intermediate experience of working in networking environment
Excellent stakeholder-liaison, organizational, verbal and written communication skills
US Citizen available with a 2-week notice
Core Abilities
Built solid customer relationships
Problem Solver
Attention to Detail
Microsoft Proficient
Impeccably Organized
Adaptable to changing environments
Outstanding Ability to Comprehend New Technologies
Handle workable solutions
Positive attitude
Excellent Time Management, Self-Directed
Exceptional Customer Service
Excellent Communication
Result-driven Communicator/Liaison
Employment History
Hays Recruitment Agency for ICON
11/2022 – 02/2023 Technical Documentation Specialist / BA Consultant Remote
Participate in PRA CTT Standups and Touchpoint meetings
Gather departmental clinical test requirements based on tokenization to assist in documenting Work Instructions, SOPs, and Chapters
Develop designs and flowcharts based on requirements gathering
Update Standard Analytics artifacts
Incorporate graphs and charts into artifacts from Lucid Chart and Visio
Present document/artifacts to upper management
Additional job duties provided upon request.
Tek Systems (Whitecap)
08/2021 – 05/2023 Workflow Automation BSA Remote
Lead Standups for WFA and OIC (Oracle Integration Cloud) teams. Followed up to ensure requirements were gathered according to the ask to streamline/facilitate stakeholders' sessions. Document business processes, pain points and design future business operations
Assemble JAD to prioritize requirements based on needs to help develop scope.
Assisted in creating and standardizing internal documentation for JAMS, and GoAnyWhere, and presentation data for JAMS and OIC
Create and manage JIRA tickets for the OIC and WFA teams. Create BRDs, SOPs and relevant artifacts to move project to the finish line
Develop and enforce standardization for intake from other stakeholders
Coordinated, and managed functions for the following projects:
-OIC/Oracle Gen 1 to Gen 2
-HDSupply to Whitecap OIC Infrastructure Cutover
-Real Time Inventory (OIC)
-JAMS Cutover from UC4, JAMS Cutover from UC4 Hypercare, JAMS Cutover Stabilization
Additional job duties provided upon request.
Tsunami Tsolutions
12/2014-08/2021 Business Systems Analyst / Product Owner Melbourne, FL
As a Product Owner, duties include but are not limited to aligning back log with customer and stakeholder needs, assist BA with gathering requirements from stakeholders, assist developers by obtaining answers from the stakeholders to ensure an accurate and timely software deployment, assist scrum master in organizing sprints. Software applications housed on Windows and AS400 Operating Systems.
As a BSA, duties include but are not limited to gathering requirements from stakeholders, writing User Stories, Documenting JIRA (epic to the task), resolving the backlog, and administering and completing Regression and UAT testing for software deployment.
Develop/create comprehensive API reference guides, usage examples, and detailed explanations.
Within QMS, identify, measure, control and improve internal core business processes to improve business performance.
Developed and standardized internal documentation, established departmental KPIs, and provided QMS training for personnel.
Developed and implemented an outsourced system application for stakeholders in the aeronautics industry, ensuring strict adherence to the ITIL framework for IT Service Management.
Collaborated with cross-functional teams to define and meet service level agreements (SLAs) and key performance indicators (KPIs), resulting in improved operational efficiency and customer satisfaction.
Additional job duties provided upon request.
Education
Florida Institute of Technology
Bachelor of Science in Computer Information Systems – School of Engineering 2012
Technical summary
Microsoft Office (including Access), Visio (w/BPMN diagramming), WebEx, Agile, Scrum, Waterfall, SDLC methodologies, YouTrack and JIRA Tracking and Project Management tools, Eclipse/Mars (IDE) for Java-based applications, Word to HTML, CSS, Java-scripts, ITAM, Configuration Management, Change Control
COTS (SharePoint, SAP), VTAM/NCP, IBM-Omegamon/CICS, IBM-Omegamon Messaging, IBM-Tivoli, NetView, HP OpenView, HP OpenView GlancePlus, UC4 Job Scheduler, CA-7, CA-11, ERP, RESTful web services. API
HP UNIX, DBMS/Oracle/SQL, AQT, ACF/VTAM, ACF/NCP/SSP, VTAM/APPN, SNA Problem Diagnosis
TSO/ISPF, JCL, HEAT, NJE, RACF, ACF2, REMEDY, Multsess, Connect: Direct, IMS, CICS, ISPF, Dialogue Design, SMP/E, MVS/JES2, VPS, DFHSM/SMS, UNIX/HP/MPE-X, HCL Connections, LAN Network Mgr., SNA/SDLC, IP, TCP/IP, Frame Relay, ATM, Ethernet
Acquired experience in IBM Mainframe arena Acquired experience in Selenium for Web app testing, SQL, Unix/Windows AD
Contact this candidate