CAREER SUMMARY:

• Innovative, results - oriented remote Project Manager 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, data implementation/migration, team building, communication, and presentation, as well as inter-department and executive client relations and account management.

AREAS OF EXPERTISE:

• Onboarding new clients/stakeholders
• Project/Program Management and Coordination
• National and International Customer Support Management
• Requirement/Data Gathering
• Data Implementation and Migration
• Technical/Help Desk Support
• Technical/Software Trainer
• Project Budget Management
• Administrative management
• Create/Manage/Update Project Plans and Reports
• 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
• VMS/MSP and Application Data Implementation
• VMS/MSP Support: (SAP-Fieldglass, Consol, Peoplefluent, Peopleclick)
• Reporting Management
• Product Management
• Agile Methodology
• SDLC (Software Dev. Life Cycle)
• Migration Deployment
• Skype, WebEx/GoToMeeting
• SLA Management, KPI Management
• Problem Resolution

EXPERIENCE:

Confidential

Project Manager/Coordinator/Technical Writer

Responsibilities:

• Conducted project kick-off meetings, defined project objectives and scope, tracked risks, assumptions, and managed detailed project schedules.
• Technical Writing(Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.
• Developed and maintained productive working relationships with project owners, business functions, IT developers, vendors, and other project stakeholders.
• Conducted regular meetings, facilitated communications, ensured coordination, and cooperation among team members.
• Planned and facilitated project review meetings to expedite requirements and resolution of project issues.
• Guided technical team on resource requirements, methodologies, tasks, dependencies, deliverables, risks, and other issues through the life of the project.
• Established customer expectations of project scope, deliverables, procedures for project communications and dissemination of information for team members.
• 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 organize 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 resolve 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

Remote Project Manager

Responsibilities:

• Project Manager, Coordinator, and Integration Lead for a government implementation and migration project with the Department of Veteran Affairs.
• Managed 3 different teams, each team supported 1 regional client.
• Primary point of contact.
• Communication management.
• Project Coordination.
• Tracks, monitors project budget
• Create/Manage/Update Project Plans and Reports
• 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 organize 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.
• Created and instructed customer and team training sessions.
• 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 data 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 the 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.

Technical Environment: Windows OS/ Microsoft Office

Confidential

Remote Project Manager

Responsibilities:

• Project Manager, Coordinator, and Production Lead for VMS/MSP Consol.
• Primary point of contact.
• Communication Management.
• Tracks, monitors project budget
• Managed team of 6 technical analysts located in Mumbai, India and managed/supported 20+ national and international clients.
• Create/Manage/Update Project Plans and Reports
• 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 organize 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 applications, 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 technical training sessions with internal teams 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 clients, participate in the calls and serve as the 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 servers 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

Responsibilities:

• Project Manager, Coordinator, and Production Lead for VMS/MSP SAP - Fieldglass and PeopleCick/PeopleFluent.
• Primary point of contact.
• Communication Management.
• Create/Manage/Update Project Plans and Reports
• Scheduled and completed technical training sessions with internal teams and external clients.
• Managed a team of 6 technical analysts and supported 20+ 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.
• Tracks, monitors project budget
• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.
• Used MS Project to organize 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 to 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