Resume of Project Manager

Title
Project Manager

Primary Skills
Results-driven manager with solid experience directing projects and resources across diverse industries.

Location
US-CO-Loveland

Posted
Apr-22-08


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Project Manager

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Information Technology / Finance / Telecom

Results-driven manager with solid experience directing projects and resources across diverse industries. Proactive leader skilled in supervising overall project schedules, identifying critical areas of need, resolving conflicts, guiding interdisciplinary teams, collaborating closely with key partners, and providing accurate / timely status reporting. Excellent organizational, interpersonal, and communications skills exemplified throughout all interactions with management, vendors, and diverse department managers. Fluent in Portuguese.


Core competencies include:

* Quality Assurance

* Departmental Leadership

* Team Building & Development

* Process Improvements

* Relationship Management

* Strategic Planning & Implementation

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Keyword Summary

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project manager, information technology, finance, telecom, quality assurance, departmental leadership, team building, team development, process improvements, relationship management, strategic planning, strategic implementation, proactive leader, project schedules, needs assessment, conflict resolution, status reporting, organization, communications

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Professional Experience

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ARIZONA FEDERAL CREDIT UNION, Phoenix, AZ

PROJECT MANAGER - PROJECT ANALYST, 2006 to Present

Manage a variety of organizational IT project initiatives throughout the complete project life cycle. Liaise between business segments and IT in gaining an understanding of business requirements and performing analysis and technical functionality of business systems. Oversee the development of project plans and schedules. Establish solid working relationships with third-party vendors. Ensure timely implementation according to directives from the Project Management Office (PMO). Develop, manage, and maintain test documentation / scripts for various systems encompassing application and regression testing. Create organizational procedures. Train project staff. Evaluate project requests for feasibility and recommend alternative solutions handed down by PMO. Identify sources for inaccurate work / defects and develop solutions that align with training, technology, and process improvement.

Selected accomplishments:

** Instituted key projects to improve efficiency while ensuring all required processes were followed within compliance to regulations and customer requirements.

** Championed the new account opening system and additional enhancement projects, including interfacing with credit bureau reporting systems, opening of sub-accounts, and debit card fulfillment.

** Played an instrumental role in the companyis conversion of core software applications from legacy-based transaction system to a Windows-based environment.

** Implemented an online check ordering module, account number masking for increased privacy, non-member loan application interface, and successful service pack upgrades.


QUALITY ASSURANCE MANAGER, 2005 to 2006

Directed the day-to-day operations within the Quality Assurance Department to ensure consistent, accurate, courteous, and efficient internal / external member service. Supervised 15 professionals throughout Quality Assurance and Support Services. Established and maintained strong working relationships with vendors. Tested software to ensure high standards of quality and compatibility with current systems. Devised and utilized monitoring tools to capture service levels and defect rates.

Selected accomplishments:

** Expanded quality control on a consistent basis and review processes to identify / correct inaccurate work before impact took place.

** Recognized as a communicator of organizational improvement and a proactive seeker of consistency in operational procedures.

** Created Quality Circle made up of key leaders to identify and create solutions to improve quality.

** Revamped departmental procedures for handling quality assurance and delegation of responsibilities.

** Served on the Personnel Advisory Committee established to develop organizational performance metrics and human resources policies.

** Visited leaders in all 23 branch locations to evaluate operational segmentis effectiveness and create a common understanding of quality metrics.


AMERICAN FUNDS, Scottsdale, AZ

PROJECT ANALYST - SITE SYSTEMS REPRESENTATIVE / SHAREHOLDER SERVICES REPRESENTATIVE, 2004 to 2005

Collaborated with business units to define and document software requirements and processes for new applications / enhancements. Processed account modifications such as investments, redemptions, account maintenance, and establishment of new accounts. Interfaced with investors and financial advisors to resolve account inquiries. Participated with business units in testing new applications. Assisted application development teams and business users to define, develop, coordinate, and implement required criteria, usability requirements, and business rules. Facilitated on-the-job training for new hires and temporary agents.

Selected accomplishments:

** Displayed a high degree of accuracy, leading to participation on Quality Assurance Team and increased quality for the entire team.

** Acted as a focal point for peers and new employees during job training, resulting in increased confidence in new hires and consistency in client interactions.


COX COMMUNICATIONS, Phoenix, AZ

TECHNICAL SUPPORT LEAD - MENTOR & DEPARTMENT TRAINER, 2001 to 2004

Coordinated with various departments to successfully launch several projects, including deployment of call center-wide online communications forum. Maintained responsibility for departmental quality monitoring scores. Mentored technical support representatives in best practices. Ensured team adherence to policies, procedures, and standards. Sat on departmental recruiting panel responsible for interviewing and selecting new employees. Handled escalated issues related to digital cable, high speed Internet, and digital telephone services.

Selected accomplishments:

** Deployed call center-wide online communication form with more than 600 users.

** Led team responsible for creating E-Care Department quality guidelines used organization-wide to ensure high quality and thoroughness in all 23 of the organization's systems.

** Participated on Policy and Procedures Approval Committee, which was established to verify newly-created policy was in compliance and consistent with current organizational best practices.

** Served as team leader for a 15-member high-speed Internet team in the Oklahoma City system, with responsibility for career progression, action planning, and weekly feedback.


ACDS, Phoenix, AZ

MANAGER, 2001

Managed and coached a team of five Helpdesk associates in all areas of performance, best practices, and improvements. Consulted with clients to identify and implement innovative solutions including office networks, large-scale PC deployments, and training initiatives. Oversaw all aspects of inventory control, including procurement. Selected accomplishments:

** Achieved a reputation of excellence in customer service / retention through quality planning, timely follow up, and superior service; resulted in a 45% increase in customer satisfaction and improved public image.

** Applied system configuration and sales approach that improved system marketability.


* * * * * * * *

Served as Personal Banker and Loan Officer for Bank of America (2005)

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Educational Background

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NORTHERN ARIZONA UNIVERSITY, Flagstaff, AZ

Master of Administration in Project Management (2006)



UNIVERSITY OF PHOENIX, Phoenix, AZ

Bachelor of Science in Business Information Technology (2003)

Certificate of Mediation (2003)


Certifications:

PMI Project Management Professional (PMP) ~ Windows 2000 Microsoft Certified Professional (MCP) ~ Comp-TIA A+


Professional Affiliation:

Member, Project Management Institute


Skill Set:

Databases: Basic SQL & Access
Platforms: Windows, Client/Server, Networks, Mac, Linux
Software: Microsoft Office (Word, Excel, PowerPoint), Project, Project Server, Visio, Front Page, Adobe Acrobat Professional, Fiserv USERS DataSafe, Maestro
Testing: Over 12 years manual black box testing via direct and beta programs

Certifications
See above


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