TECHNICAL SKILLS:

• Clarity
• Remedy
• MS Project
• PowerPoint
• Word
• Excel
• PowerPoint
• OneNote
• Project Server
• HTML
• Photoshop
• Jira (Issue/Risk Management & QA Testing)
• Oracle
• VMware
• Wintel
• Cisco
• UNIX/AIX
• Linux
• SAN Storage
• Tivoli
• Skype/WebEx
• Sharepoint
• Primavera

PROFESSIONAL EXPERIENCE:

Confidential, WILMINGTON, DE

IT PROJECT MANAGER

Responsibilities:

• Applications Integration: Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices - Experience with NICE Monitoring and IEX WFM. Served as the IT Project Manager for both domestic and international telecommunications onboarding projects which orchestrated all technology efforts per Confidential locations.
• Worked closely with the development team, application support/operations teams and business users to ensure production environment integrity will be an important part of this function.
• Organized and managed geographically distributed development and QA teams consisting of a total of 30+ members, both internal and vendor sourced, responsible for application development and testing.
• Managed individual project assignments along with serving as release manager following the SDLC process supporting more than 20 separate projects, initiatives, and/or production defects. Worked hand-in-hand with LOB resources to ensure business needs are met while maintaining approved budget, managing resource constraints, and aggressive deadlines.
• Risk and Control Analyst: Participated in the reviewing of business Risk and Control Self Assessments (RCSA). Analyze Business Guidance and Procedure (BG&P), including control rating, key vs. non key, and risk description. Participated in control design walkthrough meeting with Business team and impacted stakeholders, including Control Officer, Control Owner and Control Manager from Risk and Oversight.
• Documented the design discussion meeting minutes. Prepared design evaluation document for the control to verify if the control is mitigating the risk.
• Created folders based on the risk for the control in ALM test plan, test lab tabs and linked the requirements and test plans for traceability. Reviewed the evidence provided by the business with regards to the control and if any identified discrepancy exist are address by escalating to control office/manager. Involved in writing Test Plans, Test Scripts and Test Cases for Design and Effectiveness testing in ALM system to execute the controls in scope. Reviewed the control evidences provided by the business and validated the effectiveness to determine whether the control is effectively mitigating the risk or not. Documented testing results in ALM and SharePoint, including open defects due to insufficient evidences.
• Decommissioning: Managed global cross functional teams within a matrixed IT organization and programs; documenting and tracking progress of program roadmaps, validating and managing project scope. Comprised a list of all locations that required to have out of date applications properly wiped out of financial data. As well as orchestrated increases in disk space. Increased SAN storage capacity for Oracle w/Solaris OS database servers to better manage customer transactions on the web; included adding additional storage cabinets and disks for future expansion.
• Project Repository Management: Assisted the PMO in a regulatory effort by managing their Sharepoint site. This was for a complaint tool firm wide that was comprised of 10 project managers, engineers and program managers to devise.

Confidential, VINELAND, NJ

PROJECT MANAGER

Responsibilities:

• RFP Assistance: Assisted in completing request for proposals by submitting the budget and estimation for project. Once the sales team had a bid to submit they would require documented input for project timelines.
• Account Management and Support: Dedicated to assisting the customer even after the installation phase. Providing customer service, support and bill analysis. Provided level I and II tech support for Honeywell, NEC, Avaya, Nortel, Cisco, and cloud based products.
• Project Management: Controlled project variances through root cause analysis and correction. Managed cost, schedule and performance utilizing Clarity, Sharepoint and Primavera. Instilled credibility, established rapport, and maintain communication with stakeholders at multiple levels.
• Vendor Management: Negotiated and received approval on new contracts

Confidential, VINELAND, NJ

Service Coordinator

Responsibilities:

• Promoted rapidly after successfully making use of manpower effectively thus saving the company $10,000 yearly in gas expenses.
• Supervised a team of 15 technicians throughout the Tri-State area. Routed the daily work in territory and emergency order.
• Customer Service.
• Troubleshooting of HVAC equipment. Dispatching. Billing.
• Training of new personnel. Coordinate training for technicians.
• Sales.
• Respond to customer inquiries from website for new system installations. Generate Sales Commission Reports.

Confidential, MAYSLANDING, NJ

Appliance Service Specialist

Responsibilities:

• Supervised 45 technician throughout the South Jersey Region. Routed the daily work in territory and emergency order. Inventory management.
• Customer Relations/Customer Service. Dispatching. Scheduling. Gps Tracking.

Confidential, CHERRY HILL, NJ

Customer Service Specialist

Responsibilities:

• Troubleshot and resolved technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, while demonstrating ability to articulate relevant information and directions in an organized and concise manner.
• Established and maintained effective relationships with customers.
• Effectively gained the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.
• Corrected discrepancies on customers’ accounts, and researches service disruptions as necessary.