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Project Manager Resume Profile

EXPERIENCE

Implementation Consultant / Project Manager

Implement RouteMatch software products and services utilizing project management techniques Follow a defined implementation methodology which includes project initiation, software configuration/design, hardware/software build, training and education, solution deployment, and system acceptance Prioritize tasks and manage several projects at once with competing deadlines Asses business operational needs and configure RouteMatch software solutions to meet transit agency requirements around reporting, billing, scheduling, and reservation processes Respond quickly to customer inquiries Stay within contract allocated time and money budgets for various aspects of the project including: Travel and onsite expenses, hardware orders, third-party sub contracting, and professional service hours Close out projects in an efficient and quality manner Build relationships with clients by providing excellent customer service and utilizing effective customer relations management techniques Troubleshoot and resolve technical problems quickly and efficiently. Utilize SalesForce for customer relations management and Project Pulse for managing project timelines, completing tasks and project milestones, assigning project resources, and publishing project updates to senior management.

confidential

Customer Support Specialist

  • Provide top tier technical/software support via phone and email for clients using RouteMatch, a passenger transit logistics software
  • Advise clients on maximizing the use of RouteMatch for paratransit and fixed route operations. Act as a liason between the customer, Tier 2, and Development Handle clients professionally during all interfaces Maintain top notch adherence to technical support practices such as ticket documentation, service level agreements and escalation processes. Utilize SQL queries and update statements to diagnose and solve application issues Perform day to day database operations including backups, restores, database maintenance, script updates, etc. Install and update software versions on customer machines Use a variety of remote procedures including VPN, RDP, VNC, LogMeIn, GoToAssist/Meeting, TeamViewer, etc. Manage cases in Salesforce for customer relations management Ensure timely follow up with clients on the status and resolution of software issues Track application bugs and runtime errors using Defect Manager Efficiently manage Microsoft Outlook to handle a large number of inbound emails from internal and external sources Maintain client confidentiality

confidential

Technical Support Analyst

  • Provide technical support services to law firms Analyze, research, document, and solve technical problems for clients in a quick and efficient manner Utilize a variety of sources including the internet and knowledge bases to diagnose and solve technical problems
  • Support a broad array of software applications and hardware equipment Maintain confidentiality of clients Advanced troubleshooting and technical support abilities with Windows XP/7, remote access, Citrix, VPN, remote desktops, RSA, Wi-Fi/network access, Active Directory, Blackberry, Outlook, Word, Powerpoint, Adobe, Iphone, Ipad, Exchange Server, printers, telephones, network access, internet access, computer peripherals, IP configuration, DNS flushing, installing software, document management systems, etc. Communicate clearly and effectively with clients over the phone Efficient multi-tasking Log and track troubleshooting steps in ticketing system IQtrack Provide quick incident resolution time Maintain client confidentiality

confidential

  • Conducted in depth demographic and economic analyses for the city of Atlanta Provided support for attracting and retaining businesses in the city Contributed to the creation of marketing proposals, correspondence, and presentations
  • Aided with the creation of an international trade and FDI attraction program Supported key clusters and emerging technology clusters Guided the economic development team in the implementation of best practices in the area of economic development
  • Updated excel databases of ongoing projects
  • Ensured an educational, engaging, and fun experience for a group of Taiwanese exchange students studying at Georgia Tech
  • Coordinated site visits with key contacts Arranged transportation Planned events to enrich the students study abroad experience

confidential

Graduate Teaching Assistant

Evaluated student performance on assigned tests, quizzes, and papers Maintained excel spreadsheets/databases with student grades Aided professor in administrative duties Lectured and lead review sessions Maintained consistent lines of communication with students and professors Tutored students on complex and theoretical concepts Motivated students for success inside and outside the classroom Maintained student confidentiality

confidential

Assistant to the Country Director

  • Administrative and project support for the Baghdad office to ensure fulfillment of Department of Defense IT contracts
  • Updated company property book and maintained accurate inventories Updated contract delivery/fulfillment spreadsheets
  • Coordinated and assisted with deliveries of IT equipment to the military Liaison to military contracting office Assisted in researching and the procurement of IT goods Arranged the pickup of incoming shipments from several locations Assisted with travel arrangements and transportation of new employees. Supervised the maintenance of the Joint Military Mail Terminal

SKILLS

  • Strong background in IT support / customer service Customer relations management Hardware/software troubleshooting skills
  • Excellent problem solving skills Critical thinking Excellent verbal, written, and interpersonal communication skills Active Directory Microsoft SQL Salesforce Attention to detail Public speaking Skilled in working with Windows and Apple based operating systems Advanced computer skills with a variety of professional applications including the Microsoft Office Suite Word, Excel, Outlook, PowerPoint, Access Remote access VPN, RDP, VNC, LogMeIn, GoToAssist, TeamViewer, etc Quantitative and qualitative research skills Statistical analysis SPSS Intermediate Spanish speaking skills Managing multiple responsibilities and meeting competing deadlines Event and Program Coordination

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