OBJECTIVE

Certified project management professional PMP seeking an opportunity to apply technical writing, documentation and project management skills

SUMMARY

• Experience providing project administration support to project managers and senior management for med-sized to large projects
• Has firm understanding of the project management life cycle and project management methodologies
• Experienced managing small projects under the direction of a senior project manger
• Possesses extensive experience in technical writing and system documentation

PROFESSIONAL EXPERIENCE

Confidential

Service Representative Contractor

• Worked as a customer service representative CSR for Uber Technologies, Inc. to provide remote technical and administrative support to Uber's drivers and riders. This role provided critical support to Uber by:
• Providing administrative assistance to drivers to resolve compensation/payment inquiries
• Providing remote technical assistance to resolve system and network issues
• Working closely with management to resolve urgent in the field issues with drivers/riders
• Providing remote client care support via Uber's email support platform
• Managing the customer/rider relationship to resolve service issues
• Providing exemplary customer care to ensure positive customer experience
• Building trust among new riders to get early adopters to remain customers
• Triaging customer concerns and escalating urgent inquires as needed
• Multi-tasking and handling several issues simultaneously to efficiently solve a large number of inquiries
• Working independently in a minimally structured environment while effectively serving drivers and riders

Confidential

Implementation Manager

• Creating project scope of work by gathering detailed customer requirements, constraints and assumptions with client in order to establish the project deliverables, milestones, and deadlines
• Developing and executing Project Management Plan to include Scope, Cost, Communication, Risk, Procurement etc
• Providing system testing to ensure system functions according to customer specifications
• Recommending optimal system setup for clients based on best practices and their parking environments
• Working as the point of contact POC for post implementation technical/administration issues
• Creating training documents to train clients on how to utilize the system
• Working with clients to make system changes, expansions, and system adaptation as needed
• Facilitating the financial aspect of all implementations with clients
• Presenting and training on all aspects of the system and preparing clients for Go-Live
• Obtaining customer approval and signature of statement of work SOW

Confidential

Technical Proposal Writer

Worked in the Proposal Management department to provide project administration support to project managers also provided expertise in technical writing to prepare business proposals to highlight the benefits of Sensus's advanced metering infrastructure AMI solutions. This role provided critical support to the Proposal Management team by:

• Scheduling, interviewing, and managing meetings to gather information from engineers and other subject matter experts for proposal responses
• Supporting project managers throughout the proposal management life cycle
• Managing and tracking project components and deliverables using SharePoint
• Driving and managing the tracking of project assignments as support to the project manager
• Preparing meeting agendas and materials for project meetings
• Facilitating one-on-one meetings with engineers to gather proposal content
• Managing relationships with cross functional project teammates to resolve project issues
• Capturing detailed minutes during kick-off and other project meetings
• Communicating project information to all relevant stakeholders
• Assisting in creating and/or reviewing project proposals and plans to help determine timeframes and processes for completing the project

Confidential

Communication Specialist Contractor

This role supported the organizational goals of the Global Sales Compensation Organization GSCO in Cisco, specifically by managing the redesign of several internal GSCO websites to improve information distribution/consumption for the local and international offices. As a result of the redesign and other efforts, GSCO increased its team satisfaction score by 10 from the previous year. Primary responsibilities included:

• Developing the project schedule and milestones with input from stakeholders
• Managing the redesign and deployment of each team's website
• Scheduling meetings with each team to discuss content, design, and GUI for its website
• Decommissioning, updating, and creating information based on each teams' requirements
• Coordinating, scheduling, and facilitating project meetings with stakeholders, including management, the Web Design team, and internal communication experts
• Updating the project schedule to reflect project change statuses
• Managing expectations and communicating project status throughout the project life cycle
• Driving the procurement of assignments from team members

Confidential

Training Developer Contractor

This position promoted the educational goals of the Training and Services department it involved managing and creating eLearning modules for Hill-Rom's NaviCare Nurse Call system using Articulate a rapid eLearning authoring tool worked closely with stakeholders to complete more than 10 eLearning modules within 3 months, which were previously a year overdue. Responsibilities of this position included:

• Managing the redesign and completion of all eLearning modules
• Keeping all stakeholders abreast of the project's status and milestones
• Prioritizing, managing, and progressing multiple projects to completion simultaneously
• Providing technical writing support to develop project templates and tools
• Serving as liaison to multi-disciplinary teams to resolve project issues

SKILLS EXPERIENCE

• Extensive experience with Microsoft Office and Microsoft Outlook
• Excellent communication, organizational and time management skills
• Experience editing memos, reports, newsletters, policies, procedures and protocols
• Experience creating training materials, technical writing, corporate communication, content development and management
• Experience in project management and interviewing subject matter experts
• Demonstrated writing and presentation skills