About

I have been part of the various process of the Software development life cycle for the past 12.8 years where I have learnt how to Implement and support the processes and procedures in relation to the Implementation and Client Support Organization as well as building relationships with our clients. Global experience in dealing with clients across US and Europe. Experience and expertise in setting up new, process and people transitions, spawning teams across new areas, innovating, building and motivating teams, planning and implementing business strategies, owning execution and successful completion, and transforming the way we deliver value to our clients. Technology, operations and implementation services areas in the CPG/Retail,Travel,Airline and Hospitality domains.

Skills

  • Communication
    8
  • Teamwork
    9
  • Problem-Solving
    9
  • Creativity
    8
  • Leadership
    9
  • Software development
    6
  • Project Managment
    9
  • Business Process Improvement
    6

Experience

Zach Lazer

Education
  • POPM -Product Owner/Product Manager Agile SAFe® 4

Zach Lazer

Work experience
  • Project Manager Implementations at   HOTELHUB
  • Software development lifecycle using waterfall and Agile. Collaborate with Engineering, Product Development, Quality Assurance and business stakeholders to ensure successful delivery of implementations within required time-frame and budget. Including responsibilities towards team management, strategic and tactical planning appropriate people, process, and tools. Performance mgmt to ensure service and operational KPIs are achieved through effective leadership, motivation and coaching.
  • Key Responsibilities:
  • Manage multiple projects through all phases from initiation/planning through execution and delivery, ensuring project success.
  • Project Management disciplines such as quality, risk, tasks, resources, deliverables and change management while being accountable for meeting the time, cost, and scope of the project.
  • Collaborates with Development, QA and Support managers to drive consistent process and productivity improvements
  • Agile Product Owner (PO) Responsible for defining Stories and prioritizing the Team Backlog to streamline the execution of program priorities while maintaining the conceptual and technical integrity of the Features or components for the team
  • Part of the Agile Transformation and Jira implementation.
  • Manage a team of 10+ Engineers with end-to-end people management and service delivery responsibilities
  • Provide timely and constructive performance feedback regarding resources assigned to projects.
  • Organize and facilitate reviews, retrospectives, sprint planning, and demos.
  • Point of contact for all top-level management reports and Metrics:- Design and Automate MIS dashboards for different Business Units using MS-PowerPoint, Advanced MS-Excel,Splunk.
  • Highlights
  • Streamlined the implementation process and greatly reduced escalations from the clients.
  • Part of Companies Agile Transformation and Jira Implementation.
  • Recognitions and Appreciation received for Excellent Performance by and Clients.
  • Proactively identified the UAT defects and reduced the escalations and confusion from the Dev and QA teams.

Zach Lazer

Work experience
  • Implementation Project Manager at   SAP CONCUR
  • September, 2014 - December, 2016
  • Fulltime
  • Key Responsibilities:
  • Managing 20-30 active direct and indirect implementation projects for the web-based, online applications of Concur Travel and Expense. Complete implementations within aggressive timeframes while consistently delivering exceptional levels of work quality and client satisfaction.
  • Responsible for the configuration of a customer’s specific environment as well as client functional knowledge transfer, Client documentation, and transitions to the Production environment.
  • Pro-actively coordinate and manage tasks and milestones to achieve implementation targeted time frames and ensure department NPS scores and ARR are achieved.
  • Define and execute all types of Concur Travel project implementations
  • Ensure completion of deliverables, managing schedules and meeting milestones
  • Manage project status meetings and communicate project status
  • Contribute to the development of templates and standard deployment documentation
  • Highlights
  • Received the best performer award for exceeding implementation project units.
  • SME for the Concur Travel Request Module and single of contact team.
  • Knowledge transfer to the APAC team.
  • Successfully Implemented Complex and Escalated Projects.

Zach Lazer

Work experience
  • Information Resources, Inc. (IRI) is the world’s leading provider of the enterprise market information solutions and services, empowering its clients to grow their business profitably in a complex market place. Driving the transformation of the consumer packed goods (CPG), retail, and health care industries, only IRI provides a unique combination of market content, advanced analytics, enterprise performance management software, and professional services.
  • Key Responsibilities:
  • Project Estimation and process improvement.Own and manage end-to-end project implementation.
  • Manage Global Helpdesk team for the US and EMEA regions
  • Managing a team of 6 Engineers and providing L2 and L3 support for the Retail Application for EU and US clients. Recruitment, Resource allocation and team building.
  • Publish Monthly Service Metrics based on Remedy data
  • Application support for Plus suite/CPGN/Sales Web and other related Database on the retail domain.
  • Point of contact for all top-level management reports and Metrics:- Design and Automate MIS dashboards for different Business Units using MS-PowerPoint, Advanced MS-Excel.
  • Change Management
  • Incident life cycle Management
  • Team Management
  • Operations Management
  • Performance Management
  • Highlights:.
  • Promoted as a Technical Lead (Product Development) July 2012
  • Streamlined the business process and reduced escalations from the European Country heads.
  • Received the Exceptional award “Make it happen” as Technical Lead Apr 2014. Appreciation for the excellent contribution to the Business.
  • For the Design and Automate of MIS dashboards.

Zach Lazer

Work experience
  • Key Responsibilities:
  • Managing and updating client database.
  • New client setup and access on the web system
  • Providing level 2 support & maintenance of new client setups.
  • Adhering to the SLA procedures (complaints and escalation system and procedures).
  • Provide details to Quality team with preparation of Monthly Metric reporting,
  • .
  • Highlights:
  • Promoted as a Senior Engineer July 2010
  • Became a Subject Matter Expert.
  • Received the Exceptional award "Make it happen" as Senior Engineer Oct 2010 In Appreciation for Outstanding Performance and Superior Results

Zach Lazer

Work experience
  • Concur is the world's leading provider of automated on-demand Employee Spend Management business services. Concur enables organizations to globally control costs by automating processes they used to manage employee spending. Concur helps thousands of companies and their business travelers to automate their business processes. Concur Corporate Travel & Expense Management solutions fit any Company's needs.
  • Key Responsibilities:
  • Handling Clients and travel agencies queries and escalations.
  • Generating various support metrics to the clients
  • Troubleshooting customer’s domain account and providing effective services/technical solutions to the customer's issues/queries.
  • Navigational support to Clients, Administrators and travel agencies on our product
  • Replicate Client’s queries and analyze GDS logs to identify exact area of the problem to fix issue
  • Providing support in setting up & maintenance of new client access on the web system
  • Configuration of Company preferred corporate discount codes for air, hotels & cars on all Company
  • Highlights:
  • Received the best performer award “Making A Difference” as Product Consultant Nov 2007
  • Received the best performer award “Making A Difference” as Product Consultant Jan and Mar 2008
  • Received the going an extra mile award “Outstanding Performance” as Product Consultant Sep 2008
  • Appreciation from the Concur Client Director
  • 

Zach Lazer

Education
  • Diploma in Programming; at   BIIT
  • November, 2006 - January, 2007
  • Fulltime
  • C++ with Vb, Visual basics,

Zach Lazer

Work experience
  • Key Responsibilities:
  • Conducting new hire training bringing new hires up the learning curve as per the requirements
  • Handling a team of the 5 CSR
  • Monitoring service level performance and addressing customer satisfaction gaps
  • Working closely with the business partner and business subject expert, training, implementation, and support of functional requirements
  • Generating reports on Pre-flights. Post –flights.
  • International and Domestic reservations.
  • Solving Customer escalations and Queries.
  • Managing Flight passenger manifest.
  • ARTICA - Working Air India real time integrated computerized application
  • Highlights:
  • Received the best performer award.
  • Quickly learnt the process and became the Subject Matter Expert
  • Promoted to Senior level and managed 5 CSR

Zach Lazer

Education
  • System Analysis, Design & Programming in 'C' MIS in Database Mgmt system

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