Mercy M.

Experience

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  Omaera Pharmaceuticals Ltd

  Aug 1999 - Dec 2004

  I.T Project Manager

  • Liaised with business stakeholders to understand business requirements and analyze needs in order to develop Business Requirement Documentation.• Assisted in business process definition, creation, and documentation using standard tools such as SWOT Analysis, flowcharts, fishbone diagrams to validate requirements.• Used waterfall and agile methodology for project optimization in the development environment.• Interacted with end-users, obtained approval, and identified information, procedures and decision flows on existing and desired procedures and methods. • Followed up with Developers and Tech Leads regarding outstanding issues and updated business leadership for overall project/ office milestones. • Prepared User Acceptance Plan after gathering requirements to be used for Black Box Testing.• Conducted UAT at the end of the project and provided feedback to the developers after executing and analyzing test cases. • Provided expertise on the systems limitations/capabilities to developers as they related to the end users after end user testing.• Developed User Manuals for new processes as well as project documentation for reference purposes and recruited and trained new and existing staff on new business product and processes. Show less

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  CHINA STATE CONSTRUCTION ENGRG. CORP. (MIDDLE EAST) (L.L.C.)

  May 2005 - Sept 2007

  Project Coordinator - Doha Highrise Office Tower

  • Reviewed fulfilment processes for improvement and set up verification guidelines to identify appropriate channels that would ensure on-time deliveries of equipment and services.• Evaluated vendors for the purpose of determining their capability for performing established specifications and expectations.• Counseled stakeholders on product availability and cost factors and refined requisition standards.• Reviewed incoming procurement requests for adherence to company policies and determined most effective method of procurement.• Coordinated the work flow and prioritized workforce scheduling based on shift requirements.• Tracked procurement for compliance with negotiated terms and delivery dates and coordinated returns, service problems and invoicing issues with vendors.• Established new vendors through interviews, monitored their performance and provided improvement recommendations. Show less

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  The Aga Khan Academies

  Dec 2007 - Apr 2012

  Executive Assistant

  • Sensitive management of confidential, strategic, personal, and business critical information.• Coordinated events, meetings, prepared advance documentation and ensured appropriate recording/minute taking and follow-up of actions.• Provided a professional diary/time management service building in deliverables and deadlines, regular meetings and performance management responsibilities.• Made arrangements/bookings for travel, prepared and distributed travel schedules/agendas.• Established and maintained administrative systems and processes which ensured appropriate availability of information as well as document storage and retrieval. Show less

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  West Corporation

  Jun 2012 - Jul 2014

  Customer Service Representative

  • Provided customer service including receiving and processing inbound calls for assigned clients and programs in accordance with corporate and department policies and applicable laws and regulations.• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Applied corporate policies to successfully diffuse volatile escalations while maintaining a professional demeanor ensuring customer satisfaction and retention.• Effectively utilized CRM applications to capture live data provide solutions and profile issues.• Maintained and established excellent product knowledge and completed calls per matrix while supporting Company goals and objectives. Show less

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  AT&T

  Aug 2014 - Aug 2019

  AT&T Universal Service Executive - Alorica

  • Provided post-sales enterprise level dedicated service management for AT&T Government, Education and Medical accounts by contacting designate business representative based on established schedule to ensure customer satisfaction.• Queried databases to proactively identify research and analyze products and services such as rate plans to customers for decision making.• Identified multiple projects for process improvement within scope of duties in order to meet client's contractual commitments and deadlines to creatively resolve issues.• Liaised with Sales Managers, Project Managers and Network Managers in partnership with customer to provide strategic business solutions in alignment with their business communications endeavors.• Prepared and presented Bi-Annual Stewardship Reports to customer’s executive management team through web conferencing and video application, a service summary on maintenance, billing and network performance while promoting new products that may enhance customer’s services. Show less

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  First Data Corporation

  Dec 2019 - Mar 2021

  Project Analyst - PMO

  Ensured on-time delivery of key strategies for the PMO. I excelled in defining, measuring, and increased project managers productivity by implementing streamlined standards and common templates for different reporting topics.* One stop for all projects data verification across PMO reporting documentation. Auditing information accuracy and tracking staff excess capacity and projects budgets utilizing JIRA/Confluence and Clarity.* Created and maintained the program integrated risk register through resolution and tracked all projects artifacts in flight between the Fiscal Agent and Fisrv.* Prepared project schedules using Ms. Project. Created and maintained quarterly and annual project roadmaps.* Participated in scrum sessions and functioned as liaison between teams to resolve issues and requirements disputes.* Drafted action plans and led meetings with business departments executives to review new projects for execution proritization in alignment with ongoing efforts and forecasted opportunities. Show less

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  Fiserv

  Apr 2021 - now

  IT Project Manager - Infrastructure & Security

  Drives business initiatives by leading engineering teams to implement and deliver on our commitments to the United States Treasury office under the Electronic Federal Taxpayers Systems (EFTPS) Program. Reports project statuses to the executive leadership and the Fiscal agent, providing timely progress and strategic remediation of roadblocks.* Spearheaded the implementation of Multi Factor Authentication (MFA) for enterprise application tools and Taxpayer databases.* Implemented Zero Trust Architecture ( ZTA) projects resulting in all network devices obtaining Tier 3 logging compliance and other pillars of ZTA.* Used enterprise-wide engineering efforts for Data Center upgrades and migrations, BCP/DR planning, and developed a process roadmap for enterprise-wide application tools redundancy.* Manage Infrastructure and Security audits for Government Solutions client. Work with application owners to remediate all audit findings and develop processes to incorporate best practices into manageable business as usual tasks * Manage multiple security and infrastructure projects to meet NIST requirements for our client's environment. Implemented Crowdstrike and Tanium to support events tracking and remediation.* Lead enterprise-wide remediation of end- of- life operating systems (OS) to meet multiple regulators stringent requirements - over five (500) environments, spanning Windows (as old as XP) Linux, Solaris, AIX including applications upgrade to run on current OS and database versions. Show less