Raphael Medy Jr.
Bridgewater,Nj
Summary
Knowledgeable Project Manager with solid track record in managing IT projects from inception to completion. Successfully led teams to deliver projects on time and within scope, enhancing operational efficiency. Demonstrated proficiency in project planning and risk management, ensuring seamless execution and stakeholder satisfaction.
Overview
21
21
years of professional experience
Work History
IT Project Manager
SHI ServiceNow
Somerset, NJ
04.2024 - Current
- Enhanced collaboration with external clients to align project objectives.
- Developed comprehensive project schedules, budgets, and tracking systems.
- Monitored project progress, ensuring adherence to timelines and budget constraints.
- Generated detailed status reports and coordinated with cross-functional work streams.
- Managed project artifacts and implemented effective staff utilization reporting.
- Led cross-functional teams to deliver IT projects on time and within scope.
- Developed project plans aligning with business objectives and stakeholder requirements.
- Implemented Agile methodologies to enhance team collaboration and productivity.
- Managed risk assessments, identifying potential issues and mitigating impacts effectively.
- Facilitated communication between technical teams and stakeholders to ensure alignment.
- Mentored junior project managers, fostering skill development and knowledge sharing.
- Streamlined project tracking processes using ServiceNow tools for improved visibility.
- Conducted post-project evaluations to identify lessons learned and best practices for future initiatives.
Project Manager
Associate ServiceNow
Somerset, NJ
11.2023 - 04.2024
- Leveraged ServiceNow expertise to streamline project management processes.
- Developed comprehensive project schedules for timely delivery and resource allocation.
- Enhanced reporting mechanisms to provide insights on project performance and staffing.
- Conducted risk assessments to identify and mitigate potential project pitfalls.
- Facilitated cross-functional team collaboration to ensure alignment on project objectives.
- Led cross-functional teams to deliver high-impact ServiceNow implementation projects on time and within scope.
- Developed project plans and schedules, ensuring alignment with business objectives and stakeholder expectations.
- Facilitated communication between technical teams and stakeholders to clarify requirements and address concerns proactively.
- Managed risk assessment processes, developing mitigation strategies to minimize project disruptions and ensure continuity.
- Identified process inefficiencies, implementing best practices that improved workflow efficiency across multiple projects.
Mobile Application Specialist
SHI
Somerset, NJ
10.2019 - 12.2023
- Collaborated with development teams to validate mobile application solutions through rigorous testing protocols.
- Analyzed project requirements and created detailed test cases to enhance application performance and reliability.
- Executed detailed retesting processes to identify areas for improvement in mobile app development.
- Provided on-site application support at Software House International events to enhance user experience.
- Resolved application-related inquiries from colleagues and customers using email and Webex, ensuring effective communication and support.
- Facilitated discussions with partners and IT team members to analyze and determine suitable external application solutions.
- Compiled and analyzed database entries to create detailed and specific reports for strategic insights.
- Streamlined application processes to enhance user experience and system efficiency.
- Provided technical support for software applications, resolving issues promptly and effectively.
- Led training sessions for staff on new system functionalities and updates.
- Collaborated with cross-functional teams to identify and implement application enhancements.
- Analyzed user feedback to inform application improvements and feature developments.
- Developed documentation and training materials to facilitate user understanding of applications.
- Managed software updates and maintenance schedules to ensure optimal performance.
- Coordinated logistics for kiosk equipment installation and removal at tech events.
- Executed travel plans to provide on-site assistance and support for various events throughout the year.
- Achieved high customer satisfaction by delivering timely repairs for mobile devices, including iPhone and Android. Improved device reliability through thorough testing of iOS and Android systems. Enhanced troubleshooting processes to resolve customer issues efficiently.
- Collaborated with creative teams to design storyboards for upcoming projects, facilitating effective communication of concepts and ideas.
- Managed stakeholder communications and logistics for upcoming project application processes.
- Led the design strategy for the company's mobile site and applications, ensuring alignment with business goals. Managed the design team to optimize mobile app interfaces, enhancing user engagement. Oversaw the development of innovative mobile site designs, driving increased customer interaction.
- Managed Cvent software functionalities to enhance event planning and execution efficiency.
Telecom Administrator
01.2020 - 11.2023
- Blocking and unblocking of company email issues
- Resetting forgotten passwords/passcodes via the MDM platform
- Changing employee extensions via Active Directory
- Wiping/factory resetting devices from employees
- Data recovery from terminated employees' devices
- Repurposing of company-issued cellphones/desk phones (factory reset and reassignment)
- Ticket support via Service Desk /ServiceNow
- Testing Desk phones for gateway issues
- Serviced multiple daily ticket issues via the Service Desk platform
- Set up New and relocated employees' desks/Avaya softphones
- Assist with AirWatch migration to Intune hardware management system
- Create project timelines via MS Projects
- Tracking billing issues with the ongoing project
- Set up weekly meetings with vendors and stakeholders
- Gather and organize project documents for project tracking
- Upgrade current vendor when needed with research management review
- Track cellphone use from carriers with Zero lines
- Handle all mobility and LAN (Local Area Network) bills for approval
- Mastered the Tangoe billing system with bill approval
- Running reviews biweekly billing reports for audit
EDI Project Manager
03.2020 - 12.2020
- Assisting with mobile application development with multiple departments
- Meeting tracking and workflow
- Timeline creation using MS Projects
Project Manager
The Lynx Group
04.2018 - 12.2018
- Created project/budget SOWs
- Input abstract/manuscript data information in Pub Strat tracking
- Created author /contract agreements with disclosures
- Created and tracked project Financials and budget
- Created honoraria check request
- Created project timelines with weekly tracking
- Tracked client comments via email and saved them for future project review via Dropbox.
- Created project job codes in Nexonia for accurate hours' time tracking / created reports showing team hours worked per active/inactive projects for monthly budget review
- Set up a weekly status meeting via WebEx /Skype for business /Adobe Connect for management's ongoing project review.
- Routed project material through office departments efficiently per pre-set deadlines.
- Managed European status meetings while displaying meeting materials via Skype for Business.
- Created PowerPoint presentations for project materials needed per meeting review requirements.
Sales client-advisor representative
OPEN ROAD SUBARU
05.2016 - 04.2018
- Brand-certified specialist for Subaru
- Advised customers on new and used vehicles
- Prepare sales reports (daily, monthly, annually)
- Cultivate relationships with new customers to achieve sales objectives and provide insight into new products, features, and options.
- Strategically negotiate with customers to close deals and increase sales; personally, work on deals, interest rates, leases, and calculate financial requirements before obtaining approval from the dealership manager and F&I manager.
- Qualify and follow up on warm Internet leads regarding new and used vehicle availability, price, and options.
- Maintain contact with customers via email, phone calls, and regular updates on promotional offers.
- Well-versed on CRM /SDK (Software Development Kit) customer database...
Credit and Collection Analyst
PSE&G Northern Inquiry Call Center
Cranford, NJ
05.2005 - 06.2016
- Managed key customer accounts and developed strategies to maximize profitability
- Demonstrated persuasive communication, negotiation, and influence skills
- Knowledge of Business Warehouse, Knowledge of utility tariffs and accounting
- Reviews of the aging debt listing, invoices coming due, and overdue collections
- Implemented targeted customer communications and messaging
- Responsible for maintaining various targets relating to % past due balances
- Performed operational functions including order management, tracking, and reporting
- Performs basic analysis of financial needs and requirements
- Collaborated on cross-functional projects with marketing, accounting, and finance
- Conducted credit risk scoring, analysis of client AR (Accounts Receivable), and financials
- Developed and implemented a workforce time management process resulting in improved financial outcomes and process improvements, including compliance with union standards
- Performed process audits and assessments to ensure compliance with corporate guidelines
- Performed credit scoring for deposit removal
- Sent out appropriate reminders and follow-up documentation to assist in the timely collections process.
- VOIP (Voice Over Internet Protocol) phones, gateway testing
- Data Validation Analyst (Work as a liaison between the IT dept and customer operations, data fact-checking). Actively participates in data analysis
- Validated and tested CIS (Cloud and Innovative Solutions) vs. SAP data to ensure data integrity and accuracy
- Develop and implement process improvement recommendations during CIS to SAP conversion
- Validated customer data and updated the CRM database within SAP
- Tracked, managed, and audited information during the conversion process
- Developed solutions to improve the efficiency of the SAP data environment and provided recommendations to management
- Implemented a feedback mechanism to ensure program effectiveness
- Provided timely and actionable information
- Experience with U.S. bankruptcy code write-offs/ settlements
- Investigated client/customer collection concerns, issues, and problems to determine root causes.
- Handled inbound calls 80/per day
- Outbound calls 25/per day, settlement of debt.
Education
Bachelor of Science - Information Technology
Kean University
Union, NJNo Degree - Computer Science
AVTECH Institute, Inc.
South Plainfield, NJ07.2019
Skills
- CCNA
- Network
- Internet security training
- Service Desk ticketing system
- Service Now
- QlikView
- Windows Server 2016
- Windows 7
- Windows 10
- Dell
- HP
- MS Office
- Excel
- VLOOKUP
- Pivot tables
- Visio
- PowerPoint
- Visual Basic
- Java
- SAP
- SQL
- Nexonia
- Pub Strat
- Business Warehouse
- Utility tariffs
- Accounting
- SharePoint
- Intune
- Microsoft Teams
- Azure
- Avaya
- AutoTask
- A Plus
- Net Plus
- PMI
- Lean Six Sigma
- Scrum Agile Methodology
- Scrum master training
- ServiceNow SPM
- ServiceNow System Admin
- Risk management
- IT infrastructure management
- Data analytics
- Scrum framework
- Project scheduling
- Requirements analysis
- Software development life cycle
- Business analysis
- Stakeholder management
- Client relations
- Purchasing and procurement
- Mobile application development
- Cross-functional team leadership
- IT service management
- Software testing
- Project development
- Project planning and development
- Project management
- Project planning
- Cross-functional collaboration
- Conflict management
- Agile methodology
- Technical support
- Advanced problem solving
- Schedule management
- Requirements gathering
- Strategic planning
- Procedure development
- Stakeholder communications
- Project scope analysis
- Processes and procedures
- Project tracking
- Performance evaluations
- Client rapport
- Budgeting and forecasting
- Meeting facilitation
- Systems design documentation
- Root-cause analysis
Accomplishments
- Improved customer satisfaction ratings by 80% by listening to the customer and providing training session to be part of our hyper-care initiative. While keeping all projects within budget.
Languages
creole
Full Professional
English
Native or Bilingual
Timeline
IT Project Manager
SHI ServiceNow
04.2024 - Current
Project Manager
Associate ServiceNow
11.2023 - 04.2024
EDI Project Manager
03.2020 - 12.2020
Telecom Administrator
01.2020 - 11.2023
Mobile Application Specialist
SHI
10.2019 - 12.2023
Project Manager
The Lynx Group
04.2018 - 12.2018
Sales client-advisor representative
OPEN ROAD SUBARU
05.2016 - 04.2018
Credit and Collection Analyst
PSE&G Northern Inquiry Call Center
05.2005 - 06.2016
Bachelor of Science - Information Technology
Kean University
No Degree - Computer Science
AVTECH Institute, Inc.
Personal Information
Title: Project Manager Program