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Management And Program Analyst Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Seasoned Business Analyst offering over 7 years of software development industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Strong leadership and team building skills, proven supervisory skills, and decision making. Effectively negotiate, explain and communicate with internal and external stakeholders. Background includes software development, QA testing, Business Analyst for product deployment, planning, testing and manage releases. Responsible for leading a team of web developers and database architects in developing, coding, organizing, analyzing, safeguarding, and promoting VA products and services within a web environment. Responsible for providing clear and concise project management artifacts and communications. Ability to drive complex, high priority technology projects by coordinating and leading cross functional teams, customers, and 3rd parties.

Skills
  • Proficient in Microsoft Windows Office Suite Word, Excel, PowerPoint and Adobe Creative Suite
  • Data Analysis expertise
  • Meeting Facilitation and Planning Meetings
  • Customer Service-Oriented and Personable
  • Problem Solving and Organizational Skills
  • Stakeholder Relationship Management
  • Project Management, Project Oversight, Project Planning and Development
  • Team Building, Leadership and Supervision
  • Excellent Written and Verbal Communication Skills
  • Change Management and Business Analysis
  • Risk Assessment and Manage Risk
  • Resolving Issues and Application Deployment
  • Software Installation, Software Testing
  • Experience in UX and Design Direction
  • Web Content
  • Project Management
  • FACC-PPM Training
Work History
11/2015 to Current Management and Program Analyst Us Department Of Transportation | Columbus, OH,
  • Headed 3 large scale project teams specializing in distribute over 39 million dollars in scholarships and student loan repayments.
  • Possess strong team building skills. Encourage and enable people to work together as a team and to accomplish the project on a daily basis.
  • Manage cross-functional teams of employees, vendors and customers responsible for the definition and delivery of the client’s systems and services.
  • Developed long-term business strategy by using customer feedback to identify necessary process improvements
  • Established planning objectives for projects by identifying key issues, approaches and performance metrics
  • Ability to drive complex, high priority technology projects by coordinating and leading cross functional teams, customers, and 3rd parties
  • Coordinate, conduct, and facilitate internal and external stakeholder meetings
  • Knowledge of fundamental project management processes, methodologies and tools & techniques and ability to adapt them to the organization.
  • Understanding of formal and informal organizational structures.
  • Create and design work processes and systems for stakeholders and customers in timely manner
  • Analyze programs for effectiveness and conduct post-program reporting and analysis.
  • Lead special and confidential assignments to support senior management, project manager for National HR initiatives
  • Plan, coordinate, and execute business functions, allocate resources, and manage production
  • Resolve highly complex programmatic and problematic issues in timely manner
  • Communicate technical information in person and in writing to diverse audiences at functional and cross-functional levels
  • Plan, coordinate and monitor projects and assignments with competing demands and deadlines
  • Increased efficiency and team performance by implementing actionable process improvements
  • Led team of 4 in administering IT infrastructure
  • Kept project on schedule and within budget while serving as project leader
  • Track issues, actions and risks ensuring the appropriate escalation level concerning high impact as well as show-stopping issues
  • Increased customer satisfaction through adherence to all quality standards and customer requirements
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders
  • Achieved project deadlines by coordinating with contractors to manage performance
  • Maintained schedules to ensure that key milestones were being met at every phase
  • Managed product development lifecycle from conception to release.
  • Development and execution of processes related to community development initiatives and scalable programs.
  • Reviewed finished product to determine quality and readiness for release.
  • Extensive Knowledge of deployment automation and release management
  • Experience in managing Development Operations (DevOps) teams.
  • Reviews external client’s product demands develops project plans and ensures that implementations are completed on time, within budget, and meet client expectations
01/2014 to 09/2015 Program Analyst Department Of Labor | Miami, FL,
  • Supported Veterans Benefits Administration technology solutions to include; change management, application testing, data integrity management, end-user support and drafting
    business requirements
  • Created and recommended changes that improved workload and work methods for VA employees
  • Performed budget analysis and monitored project funding
  • Managed database integrity and offered technical support regarding applications and system issues
  • Supervised workload and performance management of departmental staff through training assessments and face to face meetings
  • Track issues, actions and risks ensuring the appropriate escalation level concerning high impact as well as show-stopping issues
  • Collaborated with Senior Executives and Leaders to discuss creation of business requirements to enhance workflow
  • Improved resource allocation to promote efficiency and deadline management
  • Ensure PM standard artifacts are used to drive projects while adhering to the D&B project management methodologyFostered client retention by providing efficient service
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders
  • Worked with senior leadership to ensure complex projects were completed on time and under-budget
  • Achieved project deadlines by coordinating with contractors to manage performance
  • Interacted with vendors, partners, company executives and the public.
  • Defined clear targets and objectives and communicated to other team members
  • Increased efficiency and team performance by implementing actionable process improvements
  • Strong team building skills. Daily encourage and enable people to work together as a team and to accomplish the project.
  • Increased customer satisfaction through adherence to all quality standards and customer requirements by 30%
  • Established planning objectives for projects by identifying key issues, approaches and performance metrics
  • Worked cross functionally with a variety of VA Central Office teams in a matrixed organization, including Policy, Communications, Product, Marketing and Operations teams to advocate for Veteran community needs and deliver on community management goals.
  • Knowledge of fundamental project management processes, methodologies and tools & techniques and ability to adapt them to the organization. Understanding of formal and informal organizational structures.
07/2007 to 01/2014 Certified Veteran Service Representative Department Of Veterans Affairs | City, STATE,
  • Managed claims inventory and associated databases, reconciled files, reviewed claims to determine appropriate action, conducted face to face and telephone interviews with veterans and various agencies regarding disability benefits
  • Responded to White House and Congressional inquiries from members, staff, and clients via email, mail, and fax. Interacted with veterans and dependents to expedite financial hardship cases and claims
  • ·Strong team building skills. Ability to encourage and enable people to work together as a team and to accomplish the project.
  • Provided customer service to veterans and dependents, resolved complaints in timely manner
  • Managed high level of case loads, serving more than 300 veterans monthly
  • Point of contact for new hire and interview candidate site tours
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Developed and executed processes related to Veteran community development initiatives and scalable programs.
  • Fielded customer questions regarding available VA benefits
  • Trained and mentored new personnel hired to fulfill various roles
  • Provided constant training to staff on newly developed training programs, including online modules, interactive software used in classrooms, new language labs and computer systems
  • Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision
  • Traveled to client locations to conduct training classes
  • Conducted orientation sessions to assess skill levels and areas of strength and weakness
  • Developed training aids, including training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference materials
Education
Expected in 12/2018 Master of Science | Human Services (Clinical Mental Health Counseling) Wake Forest University, Winston-Salem, NC, GPA:
Expected in 12/2011 Master of Arts | Pastoral Counseling Liberty University, Lynchburg, VA GPA:
Expected in 07/2004 Bachelor of Arts | Fine Arts University of West Georgia, Carrollton, GA GPA:

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Resume Overview

School Attended
  • Wake Forest University
  • Liberty University
  • University of West Georgia
Job Titles Held:
  • Management and Program Analyst
  • Program Analyst
  • Certified Veteran Service Representative
Degrees
  • Master of Science
  • Master of Arts
  • Bachelor of Arts