Project Manager It

* * * * *

POOJA SHUKLA

TECHNICAL PRODUCT & PROJECT MANAGER

BETHESDA, MD 301-***-**** ******@*****.***

C A REER O B J ECTIVE

Strategic and results-driven Technical Product & Project Manager with over 10 years of experience leading Agile delivery teams, managing complex IT programs, and delivering business process automation solutions for federal clients. Proven expertise in client relationship management, financial forecasting, workflow optimization, cloud infrastructure management, and system integration across Salesforce, AWS, and Oracle platforms. Passionate about building high-performing teams, delivering measurable business outcomes, and fostering a culture of continuous improvement.

CORE COMPETENCIES

Agile & Waterfall Delivery • Client Relationship Management • Technical Consulting & Solution Delivery • Business Process Automation (Salesforce, AWS-hosted Solutions) • Financial Forecasting & Budget Management • Cloud Infrastructure Management (AWS EC2, S3, Oracle) • Workflow Integration & API Management • Security Compliance & Risk Management • System Integration & Application Modernization • Team Leadership & Cross-functional Collaboration

E DUCATION

Master of Engineering, Systems Engineering University of Maryland, College Park 2021 Graduate Certificate, Engineering – Project Management University of Maryland, College Park 2021 Bachelor of Science, Electrical Engineering University of Maryland, College Park 2013 S K I L L S

Languages: SQL (Intermediate), Java (Intermediate), Python (Novice) Databases: Oracle (AWR Reports, Performance Tuning), MySQL Cloud & DevOps: AWS (EC2, S3, CloudWatch), AWS Networking, VIP Management

API & Integration: API Integration/Testing, Postman, Salesforce Connected App, DataPower, ETL Pipelines

Version Control: Git, GitHub

PM Tools: Trello, MS Project,

ServiceNow

Other Tools: TOAD, Benthic,

HP ALM, UFT, VersionOne,

Databricks (Novice), Pro/Engineer,

MATLAB, Visual Studio

WORK E XPERIENCE

Accenture Federal Services — Associate Project Manager USPS — Single Package Lookup (SPLU) January 2022 – Present

• Lead an 8-member Agile delivery team managing the development, test, delivery, and enhancement of the SPLU platform, integrating seven tracking systems to improve USPS package inquiry visibility and customer experience.

• Collaborate with product owners, architects, and design teams to evolve platform functionality, streamline operations, and align technology solutions with strategic business goals.

• Manage an 8-person team across Agile ceremonies, sprint planning, and backlog refinements, improving sprint velocity by 20%.

• Oversee financial forecasting and resource allocation, maintaining project budgets within a 5% variance while ensuring project deliverables meet or exceed quality standards.

• Direct development, test management, and release management, creating RTMs, Change Requests

(CRs) and achieving a 98% success rate in production deployments.

• Conduct client training and knowledge transfer sessions, reducing issue escalations by 40% and boosting client satisfaction scores to 98%.

2 P a g e

• Implement AWS cloud optimization strategies (EC2 instances, S3 storage) and perform Oracle database tuning (AWR analysis), increasing system uptime by 15% and operational efficiency by 30%.

• Lead security risk evaluations and compliance assessments, passing all internal and external audits with zero high-risk findings.

• Build and deliver SQL-based insights generation solutions, saving over 40,000 work hours annually for USPS Business Service Network representatives.

• Facilitate weekly stakeholder meetings to review root cause analyses, validate fixes, and establish resolution timelines, achieving a 95% release success rate and maintaining a defect rate under 5%, significantly improving system stability.

• Lead cross-functional collaboration to troubleshoot and resolve critical system issues across batch processes, web applications, and DataPower integrations, coordinating hotfixes and scheduled releases that increased system uptime by 15% and stabilized seven core system functionalities.

• Conduct weekly knowledge transfer sessions for new team members, providing guidance on issue debugging, investigation processes, and SQL coding, resulting in a 15% increase in team productivity and enabling faster independent issue resolution.

• Built extensive domain knowledge in USPS mail entry operations, commercial mailing systems, and national delivery workflows, enabling delivery of tailored, business-aligned technology solutions. Accenture Federal Services — Associate Project Manager USPS – Customer Data Mart Operations & Maintenance (CDM O&M) October 2023 – October 2024

• Led an 8-member Agile delivery team, managing requirements gathering, user story creation, sprint scheduling, and defect resolution.

• Oversaw delivery of the Customer Data Mart platform, integrating multi-source transactional data to provide a consolidated customer view and enable cross-system reporting.

• Managed financial forecasting and resource allocation for a 8-person team, maintaining budget accuracy within 5% variance while optimizing resource utilization across initiatives.

• Enhanced operational visibility and improved data-driven decision-making for commercial client engagement initiatives.

Accenture Federal Services — Engineering Specialist USPS — Single Package Lookup (SPLU) December 2019 – December 2021

• Managed full SPLU functionality including two AWS-hosted UI views, seven API integrations, and data processing across Salesforce and iHub platforms.

• Delivered daily processing of 7,000+ images and 60,000+ business insights supporting customer service inquiries.

• Led Agile ceremonies and team standups, maintaining alignment across development and testing teams to ensure timely sprint delivery.

• Partnered with Fjord (Accenture Song) to revamp SPLU’s user interface through design thinking workshops, enhancing end-user experience.

• Developed SQL logic to automate generation of 90+ actionable insights for business customers via Salesforce Connected App, significantly improving operational visibility.

• Configured Salesforce Connected App settings post-sandbox refreshes, resolving critical certification and domain issues to ensure platform reliability.

• Collaborated on infrastructure upgrades and API optimization, resulting in a 30% improvement in system responsiveness.

• Served as a Subject Matter Expert (SME) for Fjord and change management teams, developing user surveys for 60,000+ users, authoring insight verbiage for 90+ insights, and creating a comprehensive user training guide to drive user-centric platform enhancements. 3 P a g e

• Partnered with interfacing teams and USPS stakeholders to upgrade system servers and define API update requirements, improving API response times and image retrieval efficiency by 30%.

• Designed and presented UI options during requirements analysis sessions, ensuring front-end functionality aligned with stakeholder expectations and usability goals.

• Led enhancement initiatives by organizing project kick-off meetings, developing annual enhancement roadmaps, and tracking progress against stakeholder objectives to ensure timely delivery. Accenture Federal Services — Software Developer Senior Analyst USPS — Customer Data Mart (CDM) March 2016 – November 2019

• Supported ingestion and aggregation of 18M+ daily transactional records through USPS Customer Data Mart (CDM).

• Led integration of 4.5M daily package revenue transactions from USPS Package Systems, enhancing customer revenue tracking and reporting.

• Designed SQL queries and aggregation logic to improve data quality across 13 integrated source systems.

• Supported the creation of executive dashboards to provide enhanced visibility into customer behavior and drive data-driven sales strategies.

• Resolved critical data discrepancies and improved ETL pipeline efficiencies, ensuring high data integrity.

• Built strong knowledge of USPS revenue tracking, commercial customer reporting, and national package transaction analytics.

Accenture Federal Services — Software Developer Analyst USPS — Seamless Acceptance and Service Performance (SASP) October 2014 – February 2016

• Conducted validation, testing, and documentation of SASP system upgrades for improved commercial mail verification and entry processes.

• Authored functional specifications, user stories, and traceability matrices supporting Agile and Waterfall releases.

• Collaborated with interfacing teams and IT leadership to ensure seamless operational integration of upgrades into production systems.

Accenture Federal Services — Software Developer Associate USPS — Seamless Acceptance and Service Performance (SASP) June 2014 – September 2014

• Supported requirements gathering, testing, and systems integration efforts for USPS SASP projects.

• Developed expertise in PL/SQL querying, backend testing, and commercial mail handling processes.

• Mentored new analysts on technical troubleshooting, documentation, and operational workflows.

• Gained extensive expertise in USPS mail entry operations, commercial mail processing, and national delivery systems, enabling technology solutions that directly support mission-critical federal logistics and customer experience goals.

C E RTIFICATIONS

ICAgile Certified Professional

G R EAT P LACE TO WORK CONTRIBUTIONS

• Volunteering Committee Lead: Organized local community outreach events and nonprofit partnerships.

• Charity Drive Organizer: Led clothing, school supply, and charity fundraising initiatives. 4 P a g e

• Skill Building Lead: Hosted professional development workshops focused on technical and business skills.

• Truly Human Advocate: Promoted employee wellness, mindfulness, and community service initiatives.

R E F E R E NCES

Available upon request.

Skills & Technologies

Agile Project Management, Scrum, Kanban, Waterfall Delivery, Financial Forecasting, Business Process Automation, Salesforce, AWS EC2, AWS S3, Oracle Database, MySQL, SQL Queries, AWR Reports, Java (Intermediate), Python (Novice), API Integration, Cloud Infrastructure Management, Postman, Git, GitHub, ServiceNow, HP ALM, VersionOne, TOAD, ETL Pipelines, UFT Testing, System Integration, Data Analytics, Release Management, Security Compliance, Change Request Management, Client Relationship Management, Executive Stakeholder Communication, Requirements Gathering, Knowledge Transfer, Business Process Reengineering, Digital Transformation, Continuous Improvement

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