934 Park Avenue • Huntington, NY 11743 • • 631.880.1682
CAPITAL ONE BANK – Farmingdale, NY
IT Project Manager (2008 to 2011)
 Oversaw all facets of the project life cycle from i...
 Served as a subject matter expert, providing guidance on solutions for process and workflow
Selected Contr...
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Nancy Knapp Resume 01.01.16

Published on: Mar 3, 2016

Transcripts - Nancy Knapp Resume 01.01.16

  • 1. NANCY KNAPP 934 Park Avenue • Huntington, NY 11743 • • 631.880.1682 PROJECT MANAGEMENT AND BUSINESS ANALYSIS Strategic & Creative Problem Solving / Coaching & Mentoring / Interpersonal Skills Critical Thinking / People Management / Technical Acumen Dedicated, ambitious and client-centric leader with a 30-year record of achievement in effectively managing diverse teams. Able to successfully balance corporate directives and client deliverables in an effective manner to achieve completion of key initiatives. Possesses far-reaching experience in project delivery, including analysis, design, change management and acceptance testing. Drives successful communication within cross-functional teams comprised of personnel from varied backgrounds. Core Competencies:  Strategic Planning and Implementation  Written & Verbal Communication  Project Management & Collaboration  Team Building and Leadership  Process Improvements  MS Office Suite, Visio & SharePoint  Client Engagement & Negotiations  EPM and HP Quality Center  Relationship Building  ITIL v3 Certified PROFESSIONAL EXPERIENCE NIELSEN – Syosset, NY Application Development Program and Project Manager (2011 to 2015)  Management of global project teams comprised of developers, DBA’s, QA testers, BA’s, Architects and business SME’s.  Development of comprehensive plans to ensure delivery of key milestones within the project lifecycle.  Facilitation of meetings with sponsors at all project phases.  Creation and maintenance of active risk registry, issues, mitigation plans, change controls and enterprise project documentation.  Responsible for project budget.  Selected to assist with numerous process improvement initiatives sponsored by the PMO. Selected Contribution: ♦ Managed a project with an overall budget of $3MM; team consisted of developers, business and operations SME’s as well as architects and DBAs. o Resources totaled approximately 25, between employees and contractors. o Project delivered system modifications that altered the mathematical computations used to produce the output delivered to clients. o Changes resulted in renewal of large client contracts as well as new business; business benefit estimated at 10MM.
  • 2. CAPITAL ONE BANK – Farmingdale, NY IT Project Manager (2008 to 2011)  Oversaw all facets of the project life cycle from initiation to deployment.  Managed a wide variety of projects ranging from server deployments, application modifications, system retirements and department relocations.  Managed project teams, providing coaching and feedback on performance.  Created and maintained project plans, risk registries, mitigation plans; managed time sheets and project budget. Selected Contribution: ♦ Managed a multi-phased project to make client data anonymous within the bank’s mainframe to comply with KYC federal regulations. o Performed gap analysis between applications to determine all instances of KYC data. o Assisted with data mapping between mainframe applications and front end applications. o In compliance with the regulations, presented recommendations for data masking as well as optimal presentation to ensure seamless servicing. o Assisted with the creation of training materials and job aids. o Engaged various operations and support teams to determine impact of; assisted with validation on downstream application business requirements to ensure compliance and feasibility. o Contributed to testing scenarios and validation methodology, providing guidance on use cases; validated tractability matrices to ensure all test scenarios were accounted for. JP MORGAN CHASE BANK. – Mineola, NY Business Architect/Project Manager, Vice President (2004 to 2008)  Gathered and documented business requirements for application modifications.  Developed plans to ensure delivery of key milestones within each project phase.  Engaged developers to work towards a technical solution that satisfied the needs of each LOB.  Performed gap analysis; evaluated functionality for various application; crafted proposals for enhancements that increased productivity and eliminated redundancies.  Managed user acceptance testing and defect resolution. Selected Contribution: ♦ Managed a project driven by the Retail Bank to modify customer data to comply with changing AML regulations. o Gathered requirements; reviewed proposed changes with stakeholders, operations and LOBs to ensure usability and compliance. o Coordinated with up and down stream applications to insure transparent processing. o Reviewed and approved design documents; engaged users to ensure final deliverables met the needs of the Bankers. o Lead SME during testing and validation; reviewed and approved test scripts and results. Application Manager, Vice President (2000 to 2004)  Worked alongside senior-level management to determine strategic direction for Retail Bank servicing applications.  Formulated proposals and presentations focused on system enhancements that met and exceeded service objectives.  Directed project-specific resources that enhanced application functionality reinforced by the FIS/Systematics mainframe.  Liaised between system developers, operations, training, communications and back-end support units.  Managed the queue for the Retail Bank service system modifications.
  • 3.  Served as a subject matter expert, providing guidance on solutions for process and workflow improvements. Selected Contribution: ♦ Managed system enhancements in support of changing regulations resulting from the U.S. Patriot Act. o Represented the Retail Bank servicing applications in executive meetings to review the regulatory changes. o Presented risks, issue and mitigation plans associated with suggested systemic enhancements. o Validated business requirements for enhancements to supporting mainframe applications. o Managed an initiative to create outgoing customer notifications in association with excessive transactions; engaged with operations and legal departments to ensure compliance with departmental and regulatory policies. JP MORGAN CHASE BANK. – Jericho, NY Call Center Support Systems Manager, Assistant Vice President (1995-2000)  Managed the daily operations of various call center support systems, ensuring adherence to service level agreements.  Key participant in the design and implementation of a customized interfacing front end application; designed screen layouts, defined functionality, created use cases and testing scenarios.  Authored IVR/VRU scripts; designed and developed new functionality, increasing customer usage and satisfaction.  Developed process improvements to eliminate rework and streamline processing that enhanced the client experience and increase IVR usage.  Managed service application enhancement queues ensuring alignment with strategic directives. Selected Contribution: ♦ Primary Retail Banking analyst engaged in the successful migration from heritage Chemical Bank mainframe to the FIS mainframe. Responsible for ensuring all necessary functionality was incorporated, tested and documented. o Performed gap analysis between heritage applications and FIS mainframe application. o Primary Chemical Bank SME and POC engaged in the design and development of the FIS CSM application. This application was used to create and control actionable service requests such as financial adjustments and checkbook re-orders. o Primary POC engaged in the creation of a GUI front end application. Created traceability matrices as well as functional and business requirement documents. Additional experience as a Call Center Manager (1990 to 2000) and Customer Service Supervisor and Representative (1985 to 1990) ** *** **

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