TYWANDA GRAYS

**** ***** ******* ******, ******, Colorado 80013

Home: 720-***-**** actadb@r.postjobfree.com Cell: 303-***-****

IT PROJECT MANAGEMENT

Planning & Control Risk Management MS Project MS Sharepoint

PROFESSIONAL PROFILE

Experienced, Knowledgeable, and skilled with over two years of experience in IT Project Management; ten years of leadership in customer service; project achievements in managing medium to large IT projects to achieve business objectives. Accomplished Manager for up to 20 employees and accountable for production, performance evaluations, quality, accuracy, and impeccable customer service and problem resolution. Highly organized with the ability to manage and achieve multiple priorities under tight deadlines working across organizational levels.

Spearheaded projects from inception to completion that advanced team productivity and timely success in meeting project goals and deadlines in health care environment.

Critical, logical, and analytical thinker with excellent problem solving, consensus building, and communication skills; builds and leads strong and productive teams resulting in quality outcomes.

Computer Proficiencies: Microsoft Project, Word, Excel, PowerPoint, and Minitab.

EDUCATION

Master of Business Administration, concentration in Project Management

Keller Graduate School of Management, DeVry University, Westminster, Colorado, April 2014

Curriculum Highlights: Managing Quality, Project, Management Systems, Advance Project Management, Contract and Procurement Management, Project Cost & Schedule Control

Bachelor of Science, Technical Management

DeVry University, Westminster, Colorado, 2010

PROFESSIONAL EXPERIENCE

Kaiser Permanente (Contracted through Kforce), Greenwood Village, Colorado April 2014 to Current

IT CLIENT PROJECT MANAGER

I currently Manage over 10,000 client/patient facing servers as well manage RP3 projects to implement and update existing servers; Identify and manage project dependencies and critical path; Proactively manage changes in project scope, identify potential crises, and devise contingency plan. Manage projects utilizing proprietary process for Project Management.

Works closely with IBM, HP, Shareholders, and Application Owners to ensure project completion within project scope, schedule, and cost.

Leads overall project – coaching, conflict resolution, facilitation, motivation and negotiation.

Assures project planning and financial monitoring – coordination of cost estimates; resource planning and management, identification of and securing of resources.

Decides on methodology for modifications, conversion and implementation.

Knowledge of Remedy ticketing system (opening Change Requests to perform infrastructure changes.

Tywanda Grays C: 303-***-****/actadb@r.postjobfree.com Page 2

Ashford University, Denver, Colorado April 2011 to April 2014

UNDERGRADUATE ADMISSIONS MANAGER / PROJECT COORDINATOR

Driven and managed the admissions process with an emphasis on undergraduate student service. Supervised and coached a team of 13 admission counselors; included setting daily team goals. Ensured consistency in the admissions process and liaised with admissions counselors to resolve incoming student issues. Foster and maintained a collaborative partnership with the financial services department to improve student success rate.

Developed and implemented the “Steps on How to Overcome Objections” tool leading the team to the number one position in the department month-over-month.

Created a highly effective questionnaire for admissions personnel entitled “Steps to Keep Potential Students on the Phone”.

Planned, develop and review critical admission and recruitment functions and in consultation with staff, set performance targets for the teams, and goals, objectives and priorities for the Office. Proactively initiate reviews and be accountable for their fruitful and productive outcomes.

Establish and monitor processes to ensure best practice response times to direct applications. Monitor standards of written and verbal communication to ensure high standards are maintained.

SunGard, Thornton, Colorado November 2007 to October 2009

IT SERVICE DESK ASSISTANT II

Processed up to 60 calls per day in a high volume in-bound call center. Gathered caller information to determine production-impacting issues and created appropriate service tickets in Remedy. Disseminated escalated issues to appropriate departments, monitored ticket queues, performed employee security procedures and customer/employee portal administration. Worked as part of a nine-person team of service desk assistants.

Utilized excellent problem resolution and communication skills to diagnose, identify, and resolve 20 to 40 weekly incidents and service requests in a timely manner.

Worked with clients directly on how resolve their router and systems problems as well as making sure clients’ needs were meant accordingly.

Corporate Express, Aurora, Colorado October 2006 to November 2007

CUSTOMER SERVICE REPRESENTATIVE TEAM LEADER/FAX AGENT

Managed 20 customer service employees across a broad range of retail office services including fax, phone, and email orders, order confirmations, shipping, and tracking. Resolved customer issues and ensured their satisfaction. Conducted employee performance evaluations and recognized staff accomplishments based on customer satisfaction, process efficiencies, and order accuracy.

Achieved a 3% or less error rate in the first eight months of employment processing up to 300 fax orders for office supplies.

Developed and implemented customer service skills, procedures, and operational changes to improve staff productivity; resulted in a 10% decrease in employee turnover.

Accurately received, processed, and filled 50 to 150 fax orders daily for office supplies.

OTHER RELEVANT EXPERIENCE

Customer Service Representative (Temp.), Excel Personnel, Denver, Colorado June 2004 to October 2006

Team Lead/Customer Service Representative, Convergys, Denver, Colorado March 2002 to May 2003

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