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.