Project Manager Customer Service

AOBJECTIVE

Seeking a fast paced dynamic environment to apply my professional skills in

the field of customer service Information Technology Services, Business

Analysis and Software Quality Assurance with strong work ethics for the

development of company and self.

PROFESSIONAL SUMMARY

. Accumulated experience as a Business Analyst with extensive knowledge and

experience across the project life cycle in Systems Development Life

Cycle (SDLC) in Project Management skills.

. Expertise in Project Planning, Project Design, creating functional

specifications and data flow diagrams.

. Knowledge of the Rational Unified Process methodology (RUP), Waterfall

and Agile.

. Highly analytical in developing the methods and measures to meet

requirements and solve any issues that arise during the project.

. Performed planning and development of Test Plans, Test Cases and Test

Scenario to meet product's business requirements.

. Optimum use of documentation to avoid any form of miscommunication or

misinterpretation during the entire software development process.

. Understanding and interpreting requirement specifications.

. Experience in creating and maintaining the Requirements definition

documents that included Business requirements and Functional

requirements.

. Skills in developing Use Case diagrams and Activity diagrams.

. Using project management tools like MS Project for status reporting and

planning.

. Extensive use of UML/RUP for modeling views in Microsoft Visio.

. Strong knowledge of Project management skills such as time estimation,

task identification, and scope management.

. Experience in customer / client interaction, deep understanding of

business systems functionality and technicality.

. Conducted requirement analysis techniques such as Business Process

Improvement, Business Process Modeling and Business Process Re-

engineering.

. Involved in maintaining Test Matrix and Traceability Matrix and

performing GAP analysis.

. Good knowledge of SQL queries.

. Experience in writing test plans, defining test cases, developing and

maintaining test scripts.

. Highly motivated, organized and results oriented with excellent

interpersonal, communication and presentation skills with capability of

adapting to new and fast changing technologies

. Conducted User Acceptance Testing (UAT).

. Strong knowledge of Budgeting Techniques, Asset Management, Securities,

Portfolio Management, Derivatives, Fixed Income and Mortgage backed

securities.

. Experienced in all forms of trading cycle like Sales, Brokerage,

Settlement, Margin and Gain/Loss Calculations, GAAP accounting Standards,

and reporting.

. Well versed with Bonds, Equities, Options, Futures, Forwards

. Extensive knowledge of Capital Markets, Money Markets, Derivatives, Time

Value of Money

TECHNICAL PROFICIENCY

Methodologies: RUP, Agile, Waterfall

Office Tools: MS Project, MS Word, Excel,

and PowerPoint

Business Modeling Tools: Microsoft Visio

Prototyping: Rational Rose, Axure

Languages: Arabic, French, English

PROFESSIONAL EXPERIENCE

Michaels, Texas, USA

Mar 2013- present

Business Analyst/Project coordinator

Project Description:

In 1984, with only 16 Michaels stores located primarily in Texas, Michaels

Stores, Inc. became a publicly held company. Shortly thereafter, we

embarked on an aggressive national expansion program; the company increased

its holdings to over 500 stores, more than tripling of the size to become

the largest arts and crafts specialty retailer in North America. Michaels

Stores, Inc., the nation's largest retailer of arts and crafts materials

The project is about Building up an Ecommerce platform (on Michaels.com

using DemandWare as a shopping engine. It is starting from SKU Onboarding

process to integrating the company details on demand ware via a content

management system

Responsibilities:

. Budget issues and Gathering the business requirements.

. Responsible for procurement and demand forecasting effort

. Deployed the Demand Forecasting, Allocation and Replenishment Modules.

. Worked with the project manager for planning and organizing the project

activities, and in communicating with other business center mangers and

stakeholders of the project.

. Gap Analysis of client requirements, generated workflow process, flow

charts and relevant artifacts.

. Provided procurement support to Pre-Sales leading to improved accuracy of

Proposals/Offers

. Provided hands-on leadership for the day to day operations of Supply

chain and Material Management including Planning, Purchasing, Shipping

and Receiving.

. Defined and documented the vision and scope of the project.

. Gathered requirements, developed Process Model and detailed Business

Policies.

. Designed Use Cases using UML and managed the entire functional

requirements life cycle.

. Worked with the project manager to estimate best/worst case scenarios,

track progress with weekly estimates of remaining work to do, conducting

informal meetings ad hoc and as needed.

. Involved in writing and implementation of the test plan, and various test

cases for UAT.

. Initiated, proposed and implemented critical analytical and technical

turnkey solutions extensively increasing the quantitative and qualitative

value of the application.

. Involved in project planning, coordination and implemented QA

methodology.

. Provided overall project management to multiple projects successfully

completing them on-schedule and on-budget.

. Prepared the Business Workflow using MS-Visio with input, output, Pre and

Post conditions.

. Enhanced test cases and scripts by adding the required functionality as

per the new business requirements.

. Defect Tracking and Bug Reporting was performed using Quality Center.

. Performed manual testing on different modules of the application.

. Worked with Data Sheet to facilitate the automation testing.

. Developed Test Matrix to give a better view of testing effort.

. Verified that the data outputs and transformations between systems remain

true and not compromised as systems are bundled together.

. Participated in various meetings and discussed Enhancement and

Modification Request issues.

.

Macy's, Virginia USA

Dec 2011 - Aug 2012

Sales associate (during MBA)

Responsibilities:

. Delivered customer service and handled cash register

. Expedited the receiving and processing of all merchandise

. Maintained stockroom organization and cleanliness

. Conducted merchandise transfers and processed damages

. Assisted with merchandise floor moves and other merchandise projects as

needed

. Participated in the inventory taking process

. Adhered to all safety and security policies and procedures

. Shared equally in the operational responsibilities of the stores

Yeniyol, Denizli, Turkey

Jan 2009 - Jul 2010

Business Analyst/Export analyst

Responsibilities:

. Participated in the identification, definition and documentation of

impending work flows for the purpose of migrating to a superior version

of party information system.

. Facilitated joint application development (JAD) sessions by convening

project sponsors, end-user representatives, scribes, subject-matter

experts and technical personnel; documented the minutes and converted

them into actionable items to maintain project momentum.

. Logged JAD minutes furnishing information about attendees' resolutions,

action items, and open issues to avoid rework and priority shifting.

. Avoided bloated functionality and gold-plating by resorting to upfront

risk adjusted cost-benefit analyses.

. Handled the development of business requirement documents (BRD) resulting

from JAD sessions.

. Reviewed scope on project artifacts such as Process Flow Documents (PFD),

Entity Relationship Diagrams (ERD), workflow diagram, test plans and

policy and procedure manuals.

. Extensively used data flow diagrams for modeling the business processes

and their interrelations, with respect to data flows.

. Worked as an Interface between the users and the different teams involved

in the application development for the better understanding of the

business and IT processes.

. Maintained Project Glossary for the entire project team.

. Followed a structured approach to organize requirements into logical

groupings of essential Business Processes, Business Rules, and

Information Needs, thus ensuring that Critical Requirements are not

missed.

. Communicated requirements, architectures and designs using Unified

Modeling Language (UML) -intensive Visio to create use cases, activity

diagrams and sequence diagrams.

.

EDUCATION:

. MBA (International Business) from Virginia International University,

(3.63 GPA)

. University of North Alabama, Spring 2011 (3.57 GPA)

. Bachelor's in finance & Management from IIHEM (Rabat, Morocco)

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