Professional Summary

Seeking an opportunity where I will be able to utilize my strong customer support, human resource and training and development skills. I am self-motivated and able to work both independently as well as a collaborative team member who is motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability.

Skills:

Work History:

Confidential

• Monitors project implementation plan in accordance with contract agreement to meet customer expectation
• Review project time sheets internal and contractor to identify and remedy discrepancies
• Enter and maintain client data in Salesforce
• Update/maintain Team Calendar on Project Workspaces
• Schedule, prepare for / facilitate meetings and events as required. This may involve coordination of larger meetings, reserving rooms / venues, resources, refreshments, etc.
• Monitors project implementation plan in accordance with contract agreement to meet customer expectation
• Conducts kick-off meetings with every new client to review expectations and to create a written project implementation plan with milestones and deliverables.
• Creates work orders for add-on services to meet client's expectation and/or project date
• Maintains a professional and courteous manner with clients
• Responses to clients in a timely and attentive manner.
• Communicates clients concerns and future needs to Account Managers
• Lead the implementation work team to ensure timeliness of objectives.

Confidential

• Update project plan estimates, dates, resource plans, and milestones with information from PM and other project team members
• Review project time sheets internal and contractor to identify and remedy discrepancies
• Review project expenses against project budget to identify and remedy any non-approved charges
• Update/maintain Team Calendar on Project Workspaces
• Facilitate Root Cause and Problem Statement sessions
• Run scrum daily stand-up as requested by Project Manager engage team members, follow up on blockers, note action items
• Assist with onboarding of new team members / grant requests for hardware and system access for existing team members and contractors. This may include requests for hardware, security badges, etc., and high level training / overviews of software tools such as JIRA, Sharepoint, etc.
• Coordination of User Acceptance Testing and assisting in testing efforts
• Respond to general inquiries and requests for information related to PMG and projects
• Schedule, prepare for / facilitate meetings and events as required. This may involve coordination of larger meetings, reserving rooms / venues, resources, refreshments, etc.

Confidential

• Assist with the distribution and data collection of the performance review process.
• Assist in the development process to evaluate skills personnel career plans and recommend training opportunities for staff.
• Coordinate and administrate the approved training initiatives for staff.
• Oversee and track progress of staff training.
• Monitor changes to employee development plan work closely with manager to reflect changes to employee's job that directly affects employee career plan and goals.
• Provide reporting to Management to reflect changes and progress of development goals.
• Coordinate, negotiate and manage training costs with vendors in order to accomplish organizational training goals and objectives.
• Work closely with the business office to reconcile expenses regularly.
• Coordinate and administrate the Onboarding process of personnel, to include 3rd party contractors/consultants.
• Act as a liaison between hiring manager and candidate to facilitate collecting new hire documents, providing documents to Payroll and coordinating with support staff for equipment set up.
• Manage accruals and leave cases for personnel, in conjunction with Corporate HR.
• Assist with administering job and salary changes for personnel.
• Assist with the administration of personnel and resource report.
• As needed, update changes to personnel headcount and maintain accuracy of report.
• Coordinate recruiting for the Clear Channel IT Division at their Stone Oak Location.
• Organize and review recruiting contracts, maintain files, liaison with recruiting companies and employees.

Project Coordinator Confidential

• Assist the Project Manager where applicable, in the day to day duties of a project's administration.
• Maintain SharePoint team sites to ensure project economics are correct and documentation is current.
• Organize, research, and complete technical and business documentation.
• Capture and revise whiteboard photos into word documentation or Visio diagrams.
• Plan and schedule team meetings, planning sessions, or bug triage.
• Prep and set up for planning/training sessions. As well as capture key points and take a ways.
• Maintain Microsoft TFS admin site keeping track of any bugs, change request or current task for project.
• Assist in meeting facilitation

Service Desk Team Lead Confidential

• Service Desk Performance and Functions
• Maintain mission, services and objectives for the Service Desk.
• Collect service quality data from customers, management, and other IT groups.
• Meet service level agreements.
• Ensure participation and buy-in of help desk processes and procedures from help desk staff and technical support partners.
• Monitor, evaluate and improve on abandon rates, live transfer rates, and misrouted calls.
• Provide leadership for daily operational functions to include: attendance records, vacation/sick days.

Service Desk Team Analyst Confidential