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Enterprise Engagement Manager Resume

SUMMARY

  • Advanced training in Management Theory and Industrial/Organizational Psychology with an emphasis on Business Analysis
  • Highly experienced with market research analysis, survey design and test administration as well as the SPSS statistical application
  • Enterprise Engagement Subject Matter Expert (SME)
  • VMware and Hyper - V Infrastructure Support, PowerShell
  • Active Directory, Group Policy, SQL, Oracle, Exchange 2007
  • Internet Explorer, Netscape, & Mozilla/Firefox Support, and Opera
  • Citrix, Adobe X, Cisco VPN, Juniper Clients, and FTP
  • Quality Assurance
  • Blackberry Enterprise Server
  • Application Data Analysis
  • 4 years’ NOC operations experience
  • 10 years’ Call Center service and support operations
  • Proficient in: All Windows Operating Systems, Remote Desktop, SCOM 2007 & 2012, Networking, Telecom Support and Remedy CRM software.
  • Experienced with maintenance of office machines from faxes to printers & copiers to VoIP and Telephony.
  • 24x7 On-Call support for production systems
  • 9 years military experience (2 years Active Army, 7 years National Guard).
  • Currently open to 1 st, 2 nd, and 3 rd Shift positions
  • Published fiction writer - Samples available upon request

PROFESSIONAL EXPERIENCE

Enterprise Engagement Manager

Confidential

Responsibilities:

  • Facilitate and conduct project kick-off and/or management meetings via phone, email, teleconference, and/or Defense Collaboration System (DCS).
  • Conduct high-level needs analysis of the current state of the prospective Client Agency or Business Partner.
  • Set expectations with client to manage organizational change.
  • Assess project issues and customer inquiries, developing resolutions to meet productivity, quality, and customer satisfaction goals and objectives.
  • Manage key internal and external relationships. Resolve concerns on significant matters.
  • Lead and support delivery of services to clients on time and within budget, including assigning and managing staff and creating work products
  • Coordinate task assignments based upon management to a vendors project plan
  • Reporting on project status (written and verbal) including risks and issues to audiences including executive leadership
  • Navigate and document decision making processes on behalf of clients within established governance structures of government agencies

Team Lead

Confidential

Responsibilities:

  • Managed the Tier 2 Call Center Team
  • Conducted service evaluations using SharePoint, MS Excel, and PowerPoint.
  • Ensured Tier 2 staff’s adherence to operational procedures, and conducted measurement studies to assist management in operating more efficiently.
  • Proactively developed project plans, managed services staffing, maintained up to date status reports and managed the identification of risks and issues for the team
  • Provided Weekly Activity Report (W.A.R.) on performance of Tier II Analysts via SharePoint.
  • Triaged and managed queue of member production issues post implementation
  • Performed routine data loads and data maintenance of member platforms
  • Learn and master the data requirements and technical functionality of EAB's SSMS products
  • Conducted Requirement and Status meetings with Government & Contractor Management
  • Performed high-level project assistance on an as needed basis.

Demo Pilot System Engineer

Confidential

Responsibilities:

  • Tested and evaluated applications, systems, and solutions.
  • Implemented the use of approved, new technical platforms for improving the customer experience
  • Assessed and documented current network configurations; recommended improvements using SharePoint & MS Office Suite.
  • Coordinated flow of information to and from content experts, beta testers and internal staff as needed to maintain timelines for testing.
  • Evaluated advanced technologies and consulted with government client(s) to recommend systems solutions.

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