Project Manager Customer Service

LILLIAN A. LAYTON

* ***** ****, ******, ** ***** . Mobile: 917-***-**** . E-Mail:

******.*******@*****.***

PROFESSIONAL PROFILE

. Results-driven project-management professional with 11 year IT

experience and proven track record in increasing productivity,

quality, and customer satisfaction.

. Creative thinker and analytical problem-solver with demonstrated

ability to manage projects from planning through execution/completion

under the pressure of fast-paced, time-sensitive environments.

. Exceptional interpersonal communicator who effectively interacts with

clients and all levels of management.

. Decisive, energetic, focused team leader/player who leads high-

performing teams through implementing change and improvements.

PROFESSIONAL EXPERIENCE

IT Support/Project Manager, McKinsey & Company, NY, NY, January 2007 to

March 2010

. Lead the IT Application Support Service Line and positioned it to

rapidly assimilate and support new products and services with

minimal cost

. Responsible for transitioning new products/applications from

development to support. Coordinated trainings and ensured the

helpdesk had the tools to successfully support new

products/applications.

. Created and executed continuous service improvements that helped drive

support excellence

. Lead the efforts of improving the end-to-end application support

experience for the user. This project reduced support cost saving the

firm $250K a year, improved timeliness and addressed application

issues.

. Provided regular ticket reports and reviews and proactively worked

with the Customer Care group to identify and address service issues,

optimize support processes and develop alternate support approaches as

required.

. Reviewed and ensured the IT Application Support Service Line met or

exceeded the Key Performance Indicator (KPI) target measures.

. Responsible for operational, monitoring, administrative and problem

solving procedures were adequate and up-to-date.

. Created and implemented the product transition template, procedures

and calendar which was widely used and drastically improved the

overall process

. Ensured service transition and change management processes were

adopted and utilized consistently

. Successfully improved the Communication Workstream within Change

Management by creating transparency into the framework and visibility

into the process for all stakeholders.

. Coordinated all communications for a major year-long datacenter

migration initiative

IT Development/Business Analyst McKinsey & Company, New York, NY, January

2005 to December 2006

. Collaborated with clients and project managers in concept development

and business case preparation.

. Developed, updated and maintained functional specification documents.

. Examined source systems and data to ensure viability of requirements

specifications, and coordinated with Application Architects to ensure

correct technical and functional flow/design.

. Provided functional guidance to developers to resolve issues.

. Created test cases for quality assurance.

. Managed risk analysis and mitigation plans, status reports, and client

presentations; prepared business process models, defined milestone

deliverables, and established critical success factors.

. Provided implementation support and training to clients.

. Provided Help Desk training documentation and supported them to

resolve problems reported by clients.

IT Support/Help Desk Specialist/Coordinator McKinsey & Company, New York,

NY, June 1999 to December 2004

. Worked with the Help Desk Manager to lead, develop and motivate Help

Desk professionals to deliver excellent support with outstanding

customer service, satisfaction, and timeliness within the firm's

budget.

. Enforced service levels agreements in consultation with users to

establish problem resolution expectations and timeframes.

. Improved help desk operations by revamping the process and procedures

. Determined the cause of critical application issues and proposed

solutions to curtail occurrence of the same.

. Developed and updated plans for new product/service releases and

prepared the support team of the same

. Performed Help Desk Manager's responsibilities in her absence.

. Evaluated staffing levels, assessment of communication and team

morale, reviewed work environment, communication processes and

implemented improvements where necessary

. Coordinated technical and functional training for helpdesk specialists

. Ensured the helpdesk schedule provided 24 hour coverage and

coordinated with the other regions where necessary

. Performed global application help desk support coverage to consultants

. Provided users with comprehensive trainings on uses of various

applications

. Coordinated major issues with Leadership and the Development Teams

. Supported application upgrades and integrations as part of the Y2K

compliance initiative

. Trained new employees on process and applications

TECHNICAL SKILLS

. Operating Systems : Windows XP/NT/ 2000, Windows 7

. Applications : Lotus Notes, Microsoft Word, Excel, Power Point,

Access, MS Project, Visio, Crystal Reports

. Frameworks : RUP, Agile/SCRUM, ITIL

EDUCATION and PROFESSIONAL TRAINING

. Bachelor of Arts in Sociology/Psychology, CUNY Hunter College, NY, NY,

2010

. Information Technology Infrastructure Library (ITIL), 2009

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