Project Manager Customer Service

MICHAEL J. MANIMBO 216-***-**** abhgyl@r.postjobfree.com

[pic]

***** *.

Oviatt Road, Bay Village, OH 44140

SUMMARY

Passionate IT professional with special expertise in software systems and

applications. In-depth proficiency in project management methodology,

business analysis and vendor relations. Possesses a thorough understanding

of business process reengineering and business modeling concepts. Skilled

negotiator with proven track record of problem solving and delivering

extraordinary customer service while meeting time-sensitive deadlines of

complex solutions. Successfully implemented, deployed and integrated

numerous solutions with multiple technologies and systems spanning various

processing operations across large environments.

PROFESSIONAL EXPERIENCE

HYLAND SOFTWARE, INC. 2004 -

2010

Westlake, OH

Customer Account Manager, Project Manager

.

Proactively advocated the needs of direct accounts by facilitating issue re

solution, organized

professional services engagements and suggested new ways to leverage their

solution investment across the enterprise.

. Lead business improvements solutions that streamlined and improved

business capabilities and processes across multiple departments.

. Collaborated with Hyland Professional Services and Hosting Services to

design and implement complex enterprise content management workflow

solutions.

. Spearheaded best-practice efforts for business process analysis,

functional requirements gathering, and document and keyword nomenclature.

. Managed and facilitated services engagements with customers and

respective stakeholders as well as third-party technology partners.

. Coordinated resources; scheduled and conducted touch-point status

meetings and followed up on action items up as required.

. Oversaw all phases of implementations from initial discovery to post go-

live.

. Provided end-user training, solution documentation, and support as

needed.

. Hyland Software certified proficient OnBase user.

HARLAND FINANCIAL SOLUTIONS 2002 -

2004

Vienna, VA

Product Support Manager

. Recruited to return to organization to lead integration of software

solutions systems serving secondary mortgage lenders.

. Completed first product implementation under extreme deadline

requirements. Ensured company's capability to cross-sell new product to

existing customer base.

. Stabilized applications teaming with top management and product

developers to introduce working product to meet "drop dead" date of

users' conference.

. Provided key clients with solutions designed to alleviate dissatisfaction

with unfinished product. Diffused tension and hostility through

strategic communication and customer service. Enabled client to meet

their "go live" deadline.

. Managed mentoring process for new and transitioning product support

employees.

METROPOLITAN BANK & TRUST 2001 -

2002

Cleveland, OH

Business Analyst

. Implemented mortgage loan origination system (Fiserv's easyLENDER)

deployed via Citrix server.

. Designed and implemented data interface from L.O.S. to loan servicing

system. Improved workflow efficiency by 50%.

. Renegotiated vendor software contract and provided ongoing in-house

product support.

HARLAND FINANCIAL SOLUTIONS

1998 - 2001

Vienna, VA

Account Manager

. Coordinated project implementations. Provided on-going product and sales

support, documentation and training for three mortgage software

applications.

. Defined new product features and functionality. Participated in product

design and testing.

. Provided in-house product support.

COLUMBIA NATIONAL, INC.

1993 - 1998

Columbia, MD

Secondary Marketing Representative

. Prepared and delivered market updates for top management.

. Published pricing and ensured integrity of locked loans in

pipeline.

US NAVY RESERVES 1986 -

1994

Naval Mobile Construction Battalion Twenty Three

Baltimore, MD and Fort Belvoir, VA

. Recalled to active duty in support of Operation Dessert

Shield and Operation Dessert Storm.

. Represented the battalion in the colour guard at military

ceremonies.

. Served as range coach, military instructor and battalion

license examiner.

EDUCATION

UNIVERSITY OF MARYLAND, COLLEGE PARK, MD

B.S. FINANCE

TECHNICAL SKILLS

Visio Professional, Seagate Crystal Reports

Fundamental PL/SQL Developer & SQL Query Analyzer

OnBase

Microsoft: Word, Access, Outlook, Excel, and Project.

CERTIFICATIONS

Certified Document Imaging Architect (CDIA+)

AIIM ECM Practitioner

OnBase Proficiency Level Two

Currently in process of obtaining PMI's Project Manager Professional (PMP)

Credential

References available upon request.

Contact this candidate