Nancy Knapp Resume 01.01.16
Published on: Mar 3, 2016
Transcripts - Nancy Knapp Resume 01.01.16
934 Park Avenue • Huntington, NY 11743 • email@example.com • 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
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
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
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.
♦ 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.
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
♦ 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
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.
♦ Managed a project driven by the Retail Bank to modify customer data to comply with changing
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
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
Liaised between system developers, operations, training, communications and back-end support
Managed the queue for the Retail Bank service system modifications.
Served as a subject matter expert, providing guidance on solutions for process and workflow
♦ Managed system enhancements in support of changing regulations resulting from the U.S. Patriot
o Represented the Retail Bank servicing applications in executive meetings to review the
o Presented risks, issue and mitigation plans associated with suggested systemic
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
Authored IVR/VRU scripts; designed and developed new functionality, increasing customer usage
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.
♦ 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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