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Yyyyyy x. yyyyyy

- xxxxxx Robin Rd.Ÿ Maple Grove, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Sr. Project Coordinator Business/Project Analyst


Qualifications Profile


    Highly self-motivated and results-driven management professional with more than 11 years providing high-performance project management support and administration, client/end-user service, and business operations and project support in the financial services, health care/beauty care, business solutions, and insurance industries.

    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible with quick learning abilities to reach high productivity levels in fast-paced work environments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues across diverse ethnicities and demographics.


Key Expertise

    Customer Service Management

    Sales & Service Coordination

    Full-Cycle Project/Program Management (Project Charter Development to Post Implementation Support & Review)

    Project Budget Administration

    Service Support Administration

    Change Management

    Process/Workflow Improvement

    Relationship Management (Customers, Stakeholders, Public, & Suppliers)

    Profitability Analysis

    Business Needs & Performance Metrics Analysis

    Inter-Office Coordination

    Records & Document Management


    Development:, Altiris Deployment Solution, & Visual Basic

    OS: MS Windows, MacOS,

    ERP: SAP/R3

    Corporate Apps: AS400 Apps, Meridian Voicemail, OnBase, Goldmine, Bass, Extensity, Jira & DameWare

    Database: HPSD & CMDB

    Internet/Connectivity: FTP / SFTP / HTTPS, VPN, SharePoint, & Siebel Analytics

    Tools: GoToAssist, HP Service Manager, HP Service Desk, Macro Express, & Service Now

    Server Apps: HEAT Helpdesk, & MS Active Directory

    Workgroup: Lotus Notes

    Productivity Tools: Adobe Photoshop, MS Visio, MS Project, & MS Office (Word, Excel, PowerPoint, Access, & Outlook)


Professional Experience


Voya Financial

Business Analyst (Consultant) Aug 2015 Mar 2016

    Supported the Data Exchange team to coordinate the receipt and management of data file feeds (FTP, SFTP, and HTTPS).

    Reviewed and executed new and existing processes to maximize resource efficiency for Continuous Improvement.

    Developed and tested UI technical specs for gathering insurance enrollment data.

    Organized and facilitated technical client meetings to discuss requirements for electronic services.

    Coordinated the implementation of managed client data throughout a project lifecycle (kickoff, technical requirements, testing, production implementation, and post-production validation).

    Managed the resolution of post-production technical issues from clients and partners.


Royal Bank of Canada

Change Management Coordinator (Consultant) Jan Dec 2012

    Enforced and monitored the progress of the RBC Change Management process flow (ITIL Process).

    Communicated awareness about the IT process providing process training for Change Management.

    Assisted in process improvement initiatives, facilitating process meetings, tracking action items and posting updates to SharePoint. Provided Change Management process training to end users.

    Managed and developed relationships with enterprise staff and other RBC Wealth Management process participants to improve process and workflow efficiency and effectiveness.

    Developed and implemented performance metrics against process flow.


Aveda Corporation

Sales and Service Coordinator May 2009 Oct 2010

    Served as primary contact for salon customers, processing orders efficiently with a focus on exceeding customer expectations and monthly sales goals. Used suggestive selling techniques to increase sales and profitability.

    Resolved customer claims and discrepancies promptly, collaborating with various internal offices as needed.

    Provided information on Aveda s salon services, products, internal applications, and account requirements through all channels of communication.



Yyyyyy x. yyyyyy

- xxxxxx Robin Rd.Ÿ Maple Grove, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Advanced MarketPlace, Inc

Project Coordinator (Consultant) Jun 2008 Jan 2009

    Responsible for Customer/client relations and communication. Facilitated pre-flight, status/milestone and closeout meetings for software deployment and IT engagements.

    Gathers pertinent and accurate information to ensure projects plans and charters address client requirements.

    Collaborated with engineers to manage customer expectations in successfully executing project plans.

    Arranged for business travels and coordinated task schedules for onsite projects.

    Processed and submitted financial reports for fixed-bid projects to ensure compliance with budget and scope.


UnitedHealth Group

Service Management Coordinator (Consultant) Oct 2007 Feb 2008

    Collaborated with both Services Management and Configuration Management teams to balance workloads and facilitate completion of tasks in group reorganization. Coordinated operations workflow intake management.

    Facilitated kick-off and discovery communication for high-priority application requests, managing and auditing data/artifacts for over 400 high-priority IT products. Provided Support readiness process development, documentation, and training. Authored and validated process documentation.

    Updated service records within CMDB Service Level Management module, compiling and organizing data for status updates and reports. Audited CMDB data using feeds from multiple data sources through MS Access queries.

    Conducted manual loads and updates to Configuration Items (CIs) based on ITSM Change Management process.


Allianz Life

Technical Support Analyst (Consultant) Mar Sep 2007

    Coordinated with various IT departments to help ensure compliance with SLA s during corporate restructuring/outsourcing.

    Provided phone and e-mail-based technical support to end-users and external sales agents. Conducted ticket documentation and resolution in HP Service Desk.

    Administered internal for Active Directory, OnBase, Goldmine, Bass, Extensity, AS400, Meridian Voicemail, and VPN (RSA ACE Server). Administered webpage support external accounts (navigational/usage, problem management in Web Development).


UnitedHealth Group

Project Coordinator (Consultant) Mar 2006 Mar 2007

    Assisted in managing software deployment projects within Desktop Release Management (DRM).

    Updated project plans, task scheduling, and lifecycle management using MS Project, liaising with the Project Manager to ensure target dates were met and best possible outcomes reached. Resolved complex technical issues.

    Coordinated re-deployments and remediation. Communicated progress status of project(s) across UHT business units

    Developed courses and conducted training in ITIL compliance and CMDB/Configuration Management.


Regis Corporation

Technical Support Analyst Apr 2005 Feb 2006

    Provided phone-based technical support for custom Point of Sale (POS) system (hardware/software) on Windows NT and 2000 platforms.

    Tracked ticket problem resolution and ensured proper documents in the HEAT helpdesk software.

    Updated information in the POS software (Visual Basic).


Education & Credentials




Professional Training & Certifications

    Paralegal Services (2009)

    Project Management Prep Courses 16 CEUs , RMC Project Management, Inc. Minnetonka, XXXXXX (2008)

    Project Management Certificate, North Xxxxxx Community College, Brooklyn Park, XXXXXX (2007)


Professional Affiliations & Community Involvement

    Board Secretary: Sunflower Ridge Homeowners Association Board of Directors (2011 2013)


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