Project Manager Resume Profile

Over 25 Years of Customer Service Excellence Experience

Career Profile

I am an experienced professional with over 25 years of project management, Identity and Access Management, telecommunication and customer service expertise. I have consistently demonstrated a solid core skill set and strive for a positive customer experience that adds value to Corporate Values and Vision in everything that I do.

Core Skills/ Certifications/ Expertise

Project Management	CSM Certified ScrumMaster	Centigram User Group Board Member
Nortel Communication PBX	Nortel Key Systems	Meridian Voicemail
Centigram Voicemail	QuickBooks/Peachtree	Team and Performance Management
Basic Accounting	Team Building Leadership	Intuity/Audix
MS Office	Avaya G3R Certified	New Business Processor/Keyer
AS4/JWalk	Kwiktag	LSP Medical claims application
Essential of Project Management	Customer Service Excellence

Professional Experience

Confidential

Contractor

Serve as a Subject Matter Expert for the Line of Business LOB Integration Management Office IMO teams for support with the end to end process, controls, and product support.
Provide Technical and Organizational leadership training to IMO Tower teams and others as needed
Works directly with all IMO and application development teams
Keep all projects in program on track - Escalates decisions to key individuals as necessary
Assist with developing end to end best practices for onboarding applications onto the GIAM product suite
Ensure application onboarding targets are met, and that applications are on boarded with the required data quality to meet the controls
Implement risk management quality checks to ensure applications meet required SOX standards and JPMChase policies and procedures
Detect and solve project issues effectively
Recognize areas for internal process improvement and develop plans for implementing them
Responsible for running multiple projects, simultaneously

Confidential

Analyst 2, IT Security

Review and provision access requests for the majority of the Enterprise Applications for all TWC and Non TWC Employees
Create and/or modify requested Non-TWC employee account s
Collaborated with leadership and Agile Scrum project team to qualify the final vendor for a new Identity Management IDM solution for TWC Enterprise, which included creating and reviewing an RFP, participating in proof of concept meetings and providing valuable input for final selection
Collaborate with other Technical Security Groups to define and transition access not administered by the Identity and Access Management IAM team
Design and implement/modify new and existing applications in the Electronic Security Access Request eSARF
Coordinate and participate in audit procedures, which include: ad-hoc and scheduled audits of user access lists coordination with managers and division contacts to review lists for accuracy consideration of audit exceptions perform remediation activities such as access modifications and/or removals
Perform and participate in quarterly audits of SOX-sensitive applications
Ensure compliance within SOX guidelines
Partner with Compliance Analysts to ensure all security practices maintain company policies and standards
Develop the process and performed quality checks for compliancy in the billing systems ICOMS
Perform maintenance of security request applications, documents, forms, process flows and procedural narrative
Create, test and maintain documentation of Enterprise applications provisioned by the Identity and Access Management IAM team
Maintain and update the TWC's Channel You for the Identity and Access Management page
Continuously solicit feedback from customers to better serve their needs
Assist with onboarding and training new Analysts Contractors

Confidential

Contractor

Build proficiency with 40 unique banking applications in order to grant/remove user access within established priority deadlines and troubleshoot user access errors
Monitor and ensure audit processes are followed when granting access
Identify, document and update best practices and procedures for new hires to termination of employment for access to systems
Streamline IAM/MRS Access Team processes for consistency
Development and ongoing improvement of access termination process
Assist with major projects: ie: Annual access review for entire Bank Corporation Conversion for Consumer Lending group to new platform
Attend meetings with Line of Business owners to improve, clarify and simplify access request processes
Onboard and train new Access Administrator contractors

Confidential

Contractor

Assist Claims department with preparation of claims by opening/sorting mail, checking for duplicate claims, keying into Kwiktag, scan and review for accuracy
Work with Claims Examiners by preparing part of daily work load
Key Medicare Supplement Applications into LSP/JWalk production system
Prepare and wand additional documents from Underwriters and Customer Service
Review Process Medicare Supplement application to be keyed into LSP/JWalk system
Assist Underwriter Assistants with letter preparation and other miscellaneous duties as needed
Assist other departments, Policy Production, Customer/Client Services on an as needed basis
Assist reporting manager with miscellaneous report reviews and other items as assigned

Confidential

Office Manager

Manage the weekly bank statements from online services
Coordinate all Landscaping Project Schedules
Manage all Accounting transactions QuickBooks/Peachtree
Coordinate and Manage all Customer inquiries
Invoice and Records Management
Partner with accountant to compile annual tax documentation

Confidential

Permit Coordinator

Prepare and submit all documentation required to obtain new building permits for single family multi-family homes/condominiums
Manage all orders for plot plans and document for accuracy in dimensions, garage handing, sewer placements, and handicap ramps against the blueprints and distribute copies to appropriate personnel
Put together required package of truss drawings for different options by house type for each individual permit submitted
Work collaboratively with approximately 17 different municipalities on building permits with each having different requirement for filing for building permits
Prepare and Manage weekly management reports
Monitor daily reports reviewing trends on permit and contract submittals
Manage courier and internal personnel deliveries and manage invoice
Data Entry of submittals, returned permits, dig dates, and closing dates
Manage and coordinate the Start Packs for all approved permits for distribution to Superintendents each Monday
Administrative activities for President and Vice Presidents
Team Player for other areas of the business on an as needed basis
Assisted with receptionist duties: answer company telephone calls, receive, sort and route incoming mail, prepare outgoing mail

Confidential

Telecommunications/POS Leader

Supervised 10 technical analysts/specialists supporting over 4500 stores in their telecommunications and point of sales needs
Performed performance evaluations and feedback
Provided Exceptional Customer Service
Developed service level partnerships with vendors, negotiated time and material rates, and worked to maintain telecommunications inventory for maintenance service requests
Negotiated, developed and implemented processes for the technical support team for service ticket assignment, dispatching, escalating, and system restorations

Telecom Analyst

Responsibility for maintaining voicemail systems for over 6000 stores

Project Manager for opening 5 new stores for Henri Bendel
Coordinated telephone service providers for installation on Avaya G3R and Norstar Telephone equipment and facilities
Major projects include system conversion for the Lerner New York home office, Limited Stores Design Studio, Lane Bryant Design Studio, and Limited Inc. Human Resources branch and Limited Brands Corporate Offices
Provide on the job training for executives down to hourly employees after new telephone systems have been installed

Confidential

Project Manager

Project management for small to large scale telecommunications projects
Ensured all milestones were met on time, on all projects
Controlled all project expenses and resource capacity
Major customers included:
Cleveland Museum of Art
State of Ohio Emergency Operations Center
Bank One
Provide on the job training to all employees on telephone systems as needed

Telecom Analyst

Responsible for online sales to customers calling for telephone services
Data entry of service requests
Calculated and quoted installation and monthly service charges
Responsible for assignment, dispatching, escalating, and system restorations
Worked as a participant on multiple Telecom related projects

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