Project Management User Experience

Sarmad P. Rafiq

Ashburn, VA ***** 786-***-**** **************@*****.***

Summary

A seasoned Project Management Consultant with expertise in driving cross-functional teams, optimizing IT system performance, and managing large-scale technology implementations. Skilled in Agile methodologies, risk management, stakeholder collaboration, and data-driven decision-making to enhance product delivery and business impact.

Project Experiences

Deloitte Consulting LLP, Arlington, Virginia

Project Delivery Senior Analyst – Full-time 10/2022 – Current

Client: State of Illinois – Department of Innovation and Technology

Led Agile-driven system performance optimization and defect resolution for Illinois’ Integrated Eligibility Systems, improving operational efficiency by 20% and enhancing user satisfaction.

Managing and validating Managed SIT test validation for system enhancements.

Led the conversion process implementation for seamless system deployment.

Client: State of Tennessee – Department of Human Services

Reduced system disruptions by 50% (3 to 1.5 days) through effective triaging of daily production incidents.

Acted as the sole interface between clients and developers, ensuring technical specifications met quality standards, and achieved a 20% increase in client satisfaction through significant User Experience improvements.

Managed multiple cross-functional workstreams to align business, technology, and operations teams, ensuring 98% on-time project delivery.

Functional Analyst – Full-time 04/2021 to 09/2022

Client: State of Tennessee – Department of Human Services

SME for Claims Calculator in the EBMS System and achieved 95% user adoption by state employees; highly commended by leadership at DHS for ensuring 98% accuracy of claims; drove efficient use of state resources.

Successfully engaged in end-to-end product delivery; consistently achieved client deadlines with a 98% success rate; improved testing efficiency by 30%, created extensive technical documentation.

Conducted JAD sessions to translate business requirements into functional and technical specifications, prioritizing user experience.

T. Rowe Price, Colorado Springs, Colorado

Technical Business Analyst – Contract 06/2020 to 04/2021

Managed end-to-end Salesforce CRM migration for a $6M enterprise initiative, aligning stakeholders across engineering, product, and business teams to increase product adoption by 23%.

Advance Auto Parts, Roanoke, Virginia

Senior Quality Assurance Analyst – Contract 01/2020 to 06/2020

Led Salesforce-based product deployment strategy, driving multi-million-dollar revenue growth by optimizing test automation using Selenium, Postman, and CI/CD pipelines.

Ensured specific business requirements were precisely portrayed on the Salesforce sales/service cloud.

Collaborated with developers to automate software testing by creating highly modular test scripts.

The City of Miami, Miami, Florida

Quality Assurance Engineer – Contract 06/2019 to 12/2019

Responsible for assuring quality and implementation of Salesforce, ensuring the smooth functioning of civic services in Miami; leading software testing, automation, and resolving developer problems.

Presented the development of the Application to the Mayor and Director-level officials in the City of Miami local government on the useability of Salesforce and provided training to 250 local employees on raising and resolving queries.

PNC Financial Services Group, Ashburn, VA

Financial Services Consultant – Full-time 06/2018 to 06/2019

Generated $840K in mortgages, wealth advisory, and lines of credit by engaging in business development through cold-calls, and customer referrals; awarded Top employees (out of 150+) in Q4-2018 across all Northern Virginia branches.

Key Achievements

Strategic Problem-Solving: Led Benefits Management and QA-QC tracks on a $70M Deloitte EBMS project for the Tennessee Department of Human Services, managing application development, product design, and code deployments.

Innovative Automation: Designed and implemented the first Claims Calculator for the Tennessee Department of Human Services to automate and streamline the claim creation process for Social Welfare Programs impacting 1.5 million citizens.

Implementation Leadership: Spearheaded end-to-end Salesforce adoption for a government agency, training 250+ employees and streamlining case management.

Project Management: Enhanced user experience and resolved critical defects for DHS Illinois and Tennessee by driving effective project management and fostering cross-functional collaboration.

Product Management: Drove strategic alignment and product success by generating $2M in revenue through a successful Salesforce deployment at Advance Auto Parts.

Technical Program Management: Transformed strategic initiatives into actionable plans by collaborating with senior leadership, resulting in streamlined operational processes and enhanced alignment with evolving business needs.

Education

Master of Science - Engineering Management 05/2018

Marshall University, Huntington, West Virginia

Bachelor of Science - Electrical Engineering 05/2016

COMSATS Institute of Information Technology Islamabad, Pakistan

Certifications

Technical Business

Salesforce Certified Administrator (ADM201) Business Analytics Certification - Harvard Business School

Salesforce Certified CPQ Specialist Business Analysis Certification - Portland State University

AWS Certified Cloud Partitioner ITIL ® 4 Foundation - IT Service Management Certification

Microsoft 365 Certified: Fundamentals Introduction to Human-Centered Design - Acumen Academy

Certified Scrum Master (CSM) Innovation & Entrepreneurship Course - Standford University

Certified Scrum Product Owner (CSPO) Conversational Interviewing – MITx Courses

IBM - Enterprise Design Thinking Co-Creator Google Analytics Individual Qualification

Data Camp - SQL for Business Analyst Digital Product Management certification - UVA

Digital Modernization Certification – UVA PMP (Project Management Professional)

Skills

•Methodologies: Waterfall and Agile/Scrum

•Visualization Tools: Microsoft Power BI, Tableau, Google Data Studios

•Project Management Tools: Microsoft Project, Jira, Asana, Monday.com

•Reporting Tools: Jira, Rally, JAMA, Microsoft PowerPoint, Azure DevOps

•Testing Tools: SoapUI/Ready API, Postman, Selenium, Cucumber

•Continuous Integration (CI) Tools: Azure DevOps, GitLab CI/CD, Jenkins

•Business Analysis Tools: MS Visio, Adobe Life Cycle Design, SAS Business Intelligence, SAP Analytics Cloud

•IT Service Management Tools: ServiceNow, Jira Service Management

•User Behavior Analysis Tools: Log Rocket, Smart Look, Full Story, Adobe Analytics, Google Analytics

•Cloud Computing: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), Oracle Cloud

•CRM: Salesforce.com (Sales, Marketing, Service, Community Cloud) and Microsoft Dynamics 365

•Computer Languages: Python, JavaScript, Java, C++, C-Sharp, SQL

•Automation Platform: CA Automic, Jenkins, Microsoft Power Automate,

•Change Management Skills: Prioritization and Implementation, Stakeholder Analysis, Conflict Resolution and Adaptability

•Leadership Skills: Emotional Intelligence, Team Building, Empowerment, Innovation and Creativity, Vision, and Strategy

•Operating System: Windows and Mac

•Industry Expertise: Financial, Investment and Asset Management, Automotive Retail, Government and Public Sector

•Languages: English, Urdu, Hindi

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