JWK Resume
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JWK Resume

James W. Kiger

------------, E-mail: ------------ ------------/in/jameswkiger


IT Project Manager and Business Analyst
Project Manager/Business Analyst - Proven track record of success as a project manager, applications manager, and business analyst. Proficient at serving as liaison between customers/business leaders and IT managers/programmers in development and support positions. Strong team player with exceptional business, CRM, and leadership skills.
Core competencies include Project management • Business analysis • CRM applications including sales, marketing, customer service and field service/installations. Expert facilitator between business users and IT development resources

Technical/Business Skills - Proficient in Microsoft Office, Microsoft Project 365, Microsoft Visio and Liquid Planner, Waterfall and Agile methodologies, CRM applications, Field sales/service applications, UAT, Call Center operations,


Professional Experience

Signature Flight Support • Orlando, FL • January 2020 – February 2020

Project Manager
• Member of team responsible for building a new payment processing application that interfaced with the companies new POS application. A decision was made to implement a new ERP system and the project was cancelled.
• Managed project to implement the new POS application in Signature’s St Thomas USVI location.

AON • Orlando, FL • January 2019 – December 2019

Project Manager
• Member of team responsible for migrating a legacy benefit enrollment application to a new customized benefit enrollment solution. Managed the system implementation issues log and worked with the offshore development team to get issues resolved and fixes implemented.
• Member of team implementing a highly configured Microsoft Dynamics CRM application. UAT project coordinator for testing Phase 1 of the project which was opportunities to sales. Created test scripts and managed the end user testing team. Tracked all defects and enhancement requests, conducted daily team review meetings and published testing results reports.
• Worked with the offshore CRM development team on implementing Phase 2 of the project which was sales to production. Refined requirements with business team and coordinated QC testing with the end users.

MIS Insurance Services • Orlando, FL • May 2017 – May 2018

Project Manager
• Provided project management support for the development and implementation of SaaS applications for small to medium size insurance companies to rate, quote, bind and issue of policies. For each implementation, worked with the development team to create project plans and timelines to successfully complete each implementation.
• Managed the enhancement and support process for each customer’s specific application of the software.
• Designed and implemented a project to integrate insurance customer and policy data into the Microsoft Dynamics CRM for Insurance package. Hitachi Data Systems was the provider of the customized Dynamics CRM package.
• Implemented Liquid Planner project management software as a replacement for Microsoft Project using a Scrum/Agile project methodology. Also implemented ZenDesk for help desk support.


Sears Home Improvement Products • Orlando, FL • August 2010 – May 2017

Manager, Project Management and Business Analysis
• Provided project management and business analysis support for the development and delivery of IT applications for multiple company departments using both Waterfall and Agile/Scrum methodologies.
• Worked with the company’s business owners to define projects and develop project plans.
• Managed all aspects of application delivery and support processes for the company’s CRM applications. This included documenting requirements, developing project plans, managing the plans to implementation and then providing support on operational issues.
• Primary IT/business liaison between the 600-agent call center on CRM applications used for lead management and sales call scheduling. Implemented a Click to Chat and an email management system for the department.
• Managed the development of an inbound Internet lead ranking and assignment application for the call center. This included the installation of an outbound Cisco automated dialer platform.
• Managed the development and delivery of a marketing spend analysis system and a transactional email response application.
• Managed the installation of a 3rd party packaged solution for configuring and pricing window and door products for the field sales laptop platform. This package was integrated with a custom sales management application on the laptop.
• Implemented the Microsoft Dynamics CRM based Field One software with a home grown CRM sales application for the scheduling of installation contractors.
• While working with the Sears Franchise division, developed the requirements and implementation scope for replacing a homegrown POS system with Microsoft Dynamics CRM/ Field One. This system provided service scheduling, work tracking, and funds collection at the end of a service call via a mobile device.

Attorney’s Title Insurance Fund • Orlando, FL • March 2007 – November 2007

Project Manager/Business Analyst
• Managed several projects related to moving applications off a mainframe system into a client/server environment. One involved replacing a Membership Management system with the Salesforce CRM application. Developed all system documentation including requirements, work flow diagrams and use case studies.
• Managed project to gather and document requirements for an email archiving and eDiscovery program. Responsible for producing all project artifacts. Researched possible vendor solutions and pricing.

Champion Solutions Group • Boca Raton, FL • November 2005 - March 2007

Project Manager
• Project Manager for operations division (Managed Services) of major IBM business partner. Responsible for maintaining operations system documentation using Sharepoint.
• Managed projects for the hardware/network installations and application migrations for Champion’s managed service customers such as Jackson Hewitt, Fortune Brands, and Danka.

Cordis Corporation (Johnson & Johnson) • Miami, FL • September 2004 – June 2005

Project Manager/Business Analyst
• Managed the development and implementation of a CRM sales force automation (SFA) project for a drug coated stent manufacturer. The application required sales reps to collect product inventory levels that were placed on consignment in hospitals. Worked with end users to gather requirements, develop specifications, and then managed the application product build with an outside vendor. Developed training materials, conducted training and provided rollout support.

Lanier Worldwide (Ricoh Corporation) • Atlanta, GA • January 1993 – June 2004

Application Manager/Consultant
• Developed and managed a project to implement a wireless field service dispatch delivery platform based on the RIM Blackberry. Responsible for gathering requirements, designing application, managing software development and training/rollout of application to 1000 field technicians.
• Managed the application development and support for Lanier’s field service division. This included managing a UNIX based CRM field service dispatch application for a 200-person call center. Also managed IT support for the first and second level help desk for external customers and Lanier field engineers.
• Managed IT support for Lanier’s internal financial and customer service applications including A/R, HR/Payroll, A/P, and G/L. Responsibilities included maintaining current production applications/data and making any required application enhancements. Worked closely with business management to define requirements and design solutions.


Education
Bachelor of Science - Industrial Engineering
Master of Science - Industrial Engineering
Purdue University; West Lafayette, Indiana