SUMMARY:

• Innovative, results oriented remote Project Manager/Coordinator with over 10 years of experience and a passion for building successful relationships and exceeding client and management expectations. Performing project coordination and management functions such as, planning, scheduling, organizing, and tracking processes, ensuring the feasibility of each project. Proven success in the areas of program management, project coordination, customer service management, new client onboarding, SharePoint administration, Microsoft Office administration, technical writing/documentation, software data implementations/migrations, team building, communication and presentation, as well as inter - department and executive client relations and account management.
• Demonstrate positive attitude, strong work ethic, loyalty, and dedication. Consider impact of decisions on department, its members, and community.
• Extremely personable, utilizing logic and sound judgment as well as obtaining cooperation from others in multiple-demand situations. Strength in working with internal employees and external clientele at diverse levels.
• Professional and academic experience in program management and technical support.
• Able to utilize technical skills and problem solving abilities to assess end-user needs, development solutions, and track progress.
• Experience in remote program/project management, onboarding new clients, communication, documentation, and technical writing management, technical training, data implementation/migration, and resolution of complex issues, while demonstrating professionalism and paying attention to detail in a collaborative nature.
• Proven record of responding and working well in extremely high stress environments.
• Experienced in identifying problems and executing decisions. Exemplary record of conduct productivity.
• Strong communicator exhibited by skill in working closely with internal and external customers and colleagues to identify and resolve technical and computing problems.
• Ability to convey technical concepts to non-technical audience in diverse environments.
• Strong oral/written skills in communication information, producing complete, concise, and reflective data.

TECHNICAL SKILLS:

• Onboarding new clients/stakeholders
• Project Management and Coordination
• Office 365 and SharePoint Admins
• Proficient in Microsoft Excel, Word, PowerPoint, Note, etc.
• Requirement/Data Gathering
• Administrative management
• Technical Writing:(Create/Review/Manage) Process, Copy Editing, Requirement, Policy, Procedure, Standard, Training, & Knowledge Base Documents (Technical writing samples available)
• Communication Management
• Microsoft; SharePoint, Office 365, EMS, Project, Lync, PowerPoint, Excel, Outlook, Active Directory…
• Technical Training
• VMS/MSP Data Implementation
• VMS/MSP Support: (SAP-Fieldglass, Consol, Peoplefluent, Peopleclick)
• Program/Project Management
• Reporting Management
• Product Management
• Change Management Request
• SaaS (Software as a Service)
• Quality Assurance
• Business Analysis
• Primavera, ADP Admin.
• Agile Methodology
• Workforce and Procurement Management
• PMAS (Project Management Accountability Systems)
• Time Entry/Payroll Management
• Data Analysis
• SDLC (Software Dev. Life Cycle)
• ITIL (Information Technology Infrastructure Library)
• Migration Deployment
• Onsite, Vendor, Supplier Support
• ERP software: Ariba, Oracle, and SAP
• Help Desk Ticking Systems; CA-SDM, TFS, Empirix, Altiris, Zendesk, Remedy and, Mantis
• SQL
• ITIL Process Management
• VPN - remote support
• Skype
• WebEX/GoToMeeting
• Hotfix/Datafix deployment
• PeopleSoft
• Symantec/Ghosting
• Reporting/Graphing
• Website Design
• Troubleshooting
• SLA Management
• KPI Management
• Problem Resolution
• Citrix - remote support
• Dreamweaver
• Dban
• Software/Hardware Installation and Removal
• Vista
• Deployment
• System Auditing

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager/Coordinator

Responsibilities:

• Project Manager/Coordinator and technical writer for short-term project with the DoD, Department of Defense.
• Completed short-term technical writing, copy editing, and training documentation projects.
• Managed technical teams and assigned project task until completion.
• Microsoft Office 365 and SharePoint Administrators.
• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.
• Used MS Office, Visio, and Project to provide project status updates, create reports, flow charts, technical training documentation, etc.
• Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.
• Managed WBS (Work Breakdown Structure) Report, used MS Project to organized assigned project task into manageable sections.
• Led project status meetings with internal teams and stakeholders, provided meeting minutes.
• Completed technical training sessions
• Managed all communication updates, draft status emails, complete reporting request, meeting minutes, etc.
• Guided several departments in designing and developing projects through production stage.
• Collaborated with management teams to deliver assigned programs - Developed group and individual timelines, assessed/identified potential bottlenecks in each project/program process.
• Developed and initiated internal processes to improve program delivery within specific time frames.
• Established goals and milestones as per the desired results to be generated by the project.
• Defined the resources required for completion of a project and allocated resources accordingly.
• Managed teams working on different programs and smoothed out any areas of possible conflict.
• Evaluated the timely performance of different teams working on a project and documented the progress accordingly.
• Assisted the engineers in documenting the project designs and making changes as per needs.
• Ensured that all programs were executed within established time and complied with the defined standards.

Confidential

Project Manager/Coordinator

Responsibilities:

• Project Management Coordinator and Integration Lead for a government implementation and migration project with the Confidential.
• Managed 3 different Sprint teams, each sprint team managed 1 regional clients.
• Primary point of contact.
• Communication management.
• Project Coordination.
• Scrum Process, managed product owner and sprint/development team’s progression, managed daily scrum/stand-up meetings to discuss project updates.
• Managed WBS (Work Breakdown Structure) Report, used MS Project to organized assigned project task into manageable sections.
• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.
• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.
• Technical Writing(Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.
• Microsoft Office and SharePoint Administrator.
• CA-SDM and Remedy Administrator.
• Completed change management request.
• Completed Regional Data Implementation Projects, retrieve data reports from customer Remedy Application, review, then configure into CA-SDM Ticketing Application.
• Migrated all data from Remedy ticketing application into the new CA-SDM application.
• Implemented update request in ticketing system per customer request.
• Created test cases using customer data and provide data reports to management.
• Created Regional daily, weekly, and monthly internal and customer data update reports.
• Oversaw deliverable for each deployment effort.
• Assisted in managing the overall migration initiative.
• Created and Oversee category development.
• Oversaw group and team development.
• Contributed and ensure that all SLAs and KPIs are met.
• Created and oversaw all training efforts.
• Created and oversaw data entry efforts.
• Managed, access coordination to the application.
• Coordinated two-way communication between customer and the service desk.
• Provided updates to all teams on deployment effort.
• Provided overall efforts within ticketing system.
• Recognized red flags and escalate appropriately.
• Oversaw Project Management and communication within all operational teams.
• Oversaw time management within all teams.
• Reviewed analyst escalations before contacting management.
• Created and instructed customer and team training sessions.

Technical Environment: Windows OS/ Microsoft office

Confidential

Project Manager/Coordinator

Responsibilities:

• Project Management Coordinator and Production Lead for VMS/MSP Consol.
• Primary point of contact.
• Communication Management.
• Managed team of 6 technical analysts located in Mumbai, India and managed/supported 10+ national and international clients.
• Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.
• Used MS Project to organized assigned project task into manageable sections.
• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.
• Microsoft O365 and SharePoint Administrator.
• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.
• Project Coordination.
• Skype Administrator.
• Technical Writing(Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.
• Analyzed and coordinated resolution to various application, systems, and Consol issues.
• Completed software migration projects (Implement and configure Empirix, Altiris, ticketing system data into the new TFS ticketing system).
• Completed new test cases and provide data test results per request.
• Completed client data upgrades or change management request.
• Completed system test, regression test, and provide feedback per request from management and client.
• Provided 24/7 on-call production support for Consol.
• Guided team members in analyzing complex issues.
• Worked within SharePoint, complete daily updates.
• Created test sites to reproduce client issues.
• Scheduled and completed training sessions with internal team and external clients.
• Guided team members on defect coordination and certification processes.
• Escalated potential problems or issues to management.
• Coordinated with other teams, to ensure issues are resolved in a timely manner.
• Scheduled weekly meetings with other teams for updates on outstanding issues.
• Reviewed and managed daily ticketing queue.
• Contributed and ensured that all SLAs and KPIs are met.
• Prioritized critical defects and client requests for internal IT teams such as development, quality assurance, reports, techOps, SCM, etc.
• Prioritized work allocation for team members.
• Attended weekly status meetings with client, participate on the calls and serve as first point of escalation.
• Attended internal Consol feature upgrade review meetings.
• Interviewed and trained new team members.
• Enforced, audited and ensure that team members follow the defined processes.
• Ran daily audit reports and send to management.
• Sent client surveys after each system upgrade, new release dates.
• Identified process gaps, recommend improvements.
• Monitored client servers and escalate issue when severs are down.
• Reviewed daily status of team members and work with management to ensure resources are being utilized to the maximum potential.
• Completed monthly and quarterly reviews with analyst and send reports to management.

Technical Environment: Windows OS/ Microsoft office

Confidential

Project Manager/Coordinator

Responsibilities:

• Project Manager/Coordinator and Production Lead for VMS/MSP SAP-Fieldglass and PeopleCick/PeopleFluent.
• Primary point of contact.
• Communication Management.
• Managed team of 6 technical analysts and supported 6+ local and international clients.
• Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.
• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.
• Used MS Project to organized assigned project task into manageable sections.
• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.
• Project Coordination.
• Completed Technical Writing Projects (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.
• Provided internal and external technical support for Vendor Management Systems (VMS) SAP-Fieldglass, People Fluent, and People Click.
• Reviewed customer data reports, implement and configure updates and changes into VMS per request, test, then provide updates.
• Supported BWM quality initiatives by managing all Help Desk activities for each engagement in compliance with BWM defined procedures and SLA’s.
• Monitored program office requisition fulfillment overflow.
• Provided phone, face to face, and email VMS support too internal end-users/ international, local clients/vendors/suppliers/contractors etc.
• Adhere to SLA (Service Level Agreement) Processes.
• Contributed and ensure that all SLAs and KPIs are met.
• Completed all reporting request (reporting specialist).
• Completed change management request.
• Assisted in VMS application training, tutorial, design and implementation.
• Completed configuration request and assigned projects.
• Monitored VMS Database Application data loads and data Implementation.
• Completed assigned technical implementation and reporting projects.

Technical Environment: Windows OS/ Microsoft office

Confidential

Lead Technical Support Analyst

Responsibilities:

• Completed short term technical contracts.
• Help Desk/Desktop/Technical/Software support 3rd tier.
• Provided Customer, Staff, and Student, technical support.
• Computer re-imaging and data restore projects.
• Computer set-up and breakdown.
• Technical Writing (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.
• Computer Network Projects.
• Computer software and hardware installation and removal.

Technical Environment: Differs on each job assignment.

Confidential

Student Help Desk Tech./Department Assistant

Responsibilities:

• Provided computer support for users by phone and email.
• Administrative Support when needed.
• Assisted/shadowed Senior Computer Technicians.
• Logged all service calls and walk-ins.
• Handled all technical departmental needs.

Technical Environment: Windows OS/Microsoft

Confidential

Technical Customer Service Rep Intern

Responsibilities:

• Helped Desk Technician Summer Intern, Administrative Support/Assistant.
• Assisted employees and customers with Technical Support by phone and email.
• Assist senior techs in computer repair and computer troubleshooting.
• Monitored Servers: Symantec, Symantec Ghost, and a Printer Server.

Technical Environment: Windows OS/Microsoft