Project Manager Customer Service
Resume:
PROJECT MANAGER
Charles Schad
**********@***.***
EXECUTIVE SUMMARY
I specialize in promoting development strategies based upon project management methodologies that result in successful product development done on time and within budget. I combine the skills of a certified neuro-linguisitic programmer (NLP) with thirty years of corporate consulting to organizations that range from start-ups to Fortune 100 companies to State and Federal agencies. This particular skill set allows me to be able to quickly assess a company’s strengths and weaknesses, read the personnel involved and mentor a team that believes in their project, themselves and each other.
KEY COMPETENCIES
Business Domain Knowledge
• Subject matter expert in insurance, government and financial industry products and processing; Ability to quickly absorb information about any organization in order to speak knowledgeably and confidently with staff
Business Architecture
• COBOL/JCL
• .Net
• SDLC (Waterfall, RUP, Agile)
• Oracle DB (with Oracle Discoverer – their reporting tool)
• SQL
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• Move these following bulletpoints to below?
• Excellent understanding of the streamlining of business processes
• Strong knowledge of process modeling
• Solid experience performing gap analysis to turn future process models into business requirements documentation
Planning/Project Management
• Excellent ability to plan, manage projects, and evaluate complexity, assumptions and constraints
• Proven ability to participate in multiple projects using expert organizational skills to meet deadlines effectively and efficiently
• Excellent ability to identify stakeholders and coordinate activities with others
• Demonstrated expert skills to select appropriate business analysis approaches
• Supports change initiatives and can adjust priorities with ease
Mentoring/Leadership
• Strongly advocates for the Business Analyst role across the enterprise
• Demonstrates ability to mentor/coach others
• Embraces change and serves as a change agent for new techniques and approaches
• Ability to manage/lead complex requirements projects.
Problem Solving/Analytical/Decision Making
• Expert ability to recognize and analyze business need using strong knowledge of business analysis approaches and techniques
• Extremely detail-oriented
• Takes initiative to escalate issues when appropriate
• Takes responsibility for decisions and actions using effective techniques
Communication/Facilitation/Influencing Skills
• Highly effective in written and verbal communications with proven ability to communicate to technical and non-technical audience
• Expertise in conducting presentations and highly skilled at adjusting communication style to the audience
• Excellent facilitation skills within small or large group settings
• Successfully collaborates within team and throughout organization to bring together desired results
• Strong ability to influence outcomes by clearly articulating needs and demonstrating benefits in order to gain buy-in
• Strong ability to interact effectively with individuals at all levels within organization including senior management
• Proven expertise in using effective negotiation skills
Technology/Techniques
• Requirements modeling/documentation/management tool expertise
• Expertise in using MS Office and various System Development Life Cycle (SDLC) tools and templates
• Functional decomposition
• Context modeling; System architecture modeling; Business process modeling
• Requirements management and traceability
EXPERIENCE
CT DMV 2006-2012 - Consultant
Project Manager/Senior Business Analyst
Responsibilities include:
• Develop and maintain all project artifacts including project plans, business and system requirements, communication plans, test plans, training plans and materials; Develop use cases, workflow Visio diagrams, and PowerPoint presentations for stakeholders and upper management
• Develop solid and collaborative relationships with both business owners and IT staff to ensure completeness, accuracy and comprehensiveness of all project artifacts through JAD sessions, small and large work groups and personal interviews
• Conduct gap analyses to ensure that current states were thoroughly documented for IT and vendors and future states were clearly explained in order to produce products that met strategic business goals
• Use knowledge gained though developing project artifacts to suggest and implement business process improvements and changes
• Develop standard templates for project artifacts and ensure their enterprise-wide use
• Identify and mitigate risks, processing redundancies and opportunities for fraud or security breaches
• Liase with vendors to ensure completed, tested and timely deliverables
• Train and mentor team of business analysts in requirements building, flowcharting, and development of use cases and high level and detailed design and test documents
Projects included:
Real ID project – initiative to make State of Connecticut DMV compliant with Federal Real ID Act of 2006. Compliance (required in order to maintain Federal funding) was achieved on time and within budget.
ReROD (Re-engineering of Registration of Drivers) project – in-house effort to implement state-of-the-art hardware and software to radically improve DMV processing throughout the agency. Artifacts became basis of Request for Proposal when management decided to procure a Customized off the Shelf (COTS) solution from outside vendor.
Business Process Re-engineering for Branch Operations – LEAN project that sought to engineer new business processes for DMV branches. Produced immediate results in several key problem areas resulting in better customer service
• Document repository project - Designed OCR scanning and document repository; resulted in immediate Return On Investment by replacing data entry manual process with automatic scan and storage of 5000 documents per week; Designed document audit website that checked statistically significant number of all Connecticut credential transactions; Designed document management system for all DMV policies
1984-2006
The Writers Group (request separate file for details)
Co-owner of information technology company that provided a variety of services to corporate and public accounts
• Areas included training, workflows, document repositories, Business Process Management, LEAN, knowledge management, organizational development, intellectual capital capture, design, documentation, development and deployment of software and hardware solutions, etc.
• Responsibilities included business analysis management, training and all types of development for over 200 projects, ranging from multiple-million dollars efforts to smaller projects
Clients included Aetna, United Health Care, United Technologies, CIGNA, Travelers, State of Florida Department of Law Enforcement, Save the Children, Buck Consulting, Hartford Insurance Group, IBM, EXXON, Nabisco, Waldenbooks, Chase Manhattan, Citibank, and Bank of America
Education
I was a Dean's List student at the University of Connecticut and finished with a BA in English and History. I have also attended the University of Connecticut, University of California and Fairfield University graduate programs and am a certified Neuro-linguistic programming (NLP) facilitator and certified Clinical Hypnotherapist.
Seminar Presentations
KM World– Santa Clara, CA
Workflow Optimization
Performance Enhancement Mapping
Knowledge Retention
Keeping Your IT Initiative on Track (7 Deadly Mistakes)
Disaster Recovery Convention – San Diego
Developing an Emergency Knowledge Recovery Plan
Central Connecticut State University
Collaboration – How To Get The Best Out of Your Staff (3 sessions)
American Records Association – Cromwell, CT
Knowledge Retention
Society of Information Managers – Hartford, CT
Turning Knowledge into Profits
AMS Consulting, Boston, MA
Agile for the Business Analyst
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