Customer Service Project Manager
Resume:
Kaley A. Niedbala
***** ******* **** ***** **** Jacksonville, FL 32257
904-***-**** ******@*****.***
Objective
Secure a position in IT emphasizing responsibility, personal
growth, and professional achievement.
Education
Bachelor of Science, Bachelor of
Administration December 2009
Western Carolina University Cullowhee,
NC
Major: Computer Information Systems
Minor: Accounting
Related Course Work: C# application development, ASP.NET web
development, Business Analysis, MYSQL database development,
Project Management, and an Internship.
Skills & Abilities
BUSINESS ANALYSIS SKILLS
CaliberRM
SharePoint
Manage enhancement requests
Develop Functional and Business Requirements
Write Statements of Work
Create Visio Diagrams.
Intermediary between IT professionals and Business Professionals.
Strong analytical and communication skills.
WordPress, JIRA, and SVN
Manage a WordPress site
Admin for JIRA (ticketing system)
Tortoise SVN
Visual Studio 2005/2008, Microsoft Visio, and
various other programs
C# and ASP.NET classes that used Visual Studio 2005/2008.
Create flow charts, process models, and diagrams in Visio 2007.
MYSQL, SQL Server 2005/2008, and Microsoft
Access
MYSQL Database Administration and Development
SQL Server 2005/2008 Database Administration and Development
Microsoft Access Development
SAP Business One and Crystal Reports
Tier 1 Support for SAP Business One 2007A
Report writing using Crystal Reports 2008
Experience
Business Analyst / Support Engineer
PHH Corporation January 2011 to
Present
Develop Functional and Business Requirements,
write Statements of Work, SOP Documentation,
and Action Plans, create Visio Diagrams, use
cases, and use case models.
Strong knowledge of Excel, MS Word, Visio,
Outlook, and various other MS Office
applications.
Intermediary between the internal customers
and external customers as well as IT
professionals and the Business Professionals.
Acquired strong analytical and communication
skills on the phone, in person, and proper
e-mail etiquette.
Business Analyst / DBA / QA Analyst January 2010
R3Global, LLC. to January 2011
Tier 1 Support for SAP Business One 2007A
Report Writer for Crystal Reports 2008
Admin to a WordPress site
MYSQL and SQL Server 2005/2008 development and
maintenance.
Quality Assurance Testing with various
applications and websites.
Created Flow Charts and Business Process
Models in Visio 2007.
Prepared Use Cases, SOP Documentation, Visio
Diagrams, and Business Cases.
Project Manager / Business Analyst / QA August 2009 to
Analyst December 2009
Jackson County Department of Social Services
Lead the project - Time Keeper System
Managed the team which consisted of .net
developers and business analysts (assigned
tasks and tracking if they were completed).
Managed the client through e-mail and face to
face contact (communicated status, addresses
resource issues, etc).
Managed the schedule by having face to face
meetings and virtual meetings using Google
docs and Google sites.
Tested the web application program which was
an online time keeper system using our own
test server.
Deliverables: Add digital signature to current
program, enhance current online time keeper
system.
Environment: Hands on, telecommuted, worked
with a development (test) environment.
Intern Sept 2009 to
Mind Your Business, Inc. December 2009
Marketing Research for the current website.
Future implementation of a shopping cart on
www.mybinc.com
Technical Support Engineer April 2008 to
Software for Real Estate Professionals, Inc. December 2009
Support on a software suite which was for Real
Estate professionals to complete their work in
a timely and user friendly manner.
Troubleshoot problems with the software using
GoToAssist which allowed me to access
customer's computers remotely.
Customers would call, e-mail, or chat in with
me for support on the software suite.
Provided great customer service along with the
technology knowledge needed to help customers
efficiently.
Server March
Applebee's 2007 to March 2008
Worked as a team with others.
Competed in upselling food and drinks.
Counter Intelligence Agent March
Geek Squad 2006 to March 2007
Setup new computers.
Removed viruses and spyware from computers.
Shipping and receiving.
Sold products and services with excellent
customer service.
REFERENCES
JIMMY HURFF
Former Directory of IT
R3Global, LLC.
6767 Philips Industrial Blvd.
Jacksonville, FL 32256
******@*****.***
Relationship: Former Directory of IT and direct supervisor at
R3Global, LLC.
Ruth Thompson
Systems Administrator
Jackson County Department of Social Services
538 Scotts Creek Road, Suite 200
Sylva, NC 28779
*********@***.**.*******.**.**
Relationship: Mentor and supervisor from August 2009 to December
2009.
Matt Johnson
Software for Real Estate Professionals, Inc.
310 East Main Street Suite 100
Sylva, NC 28779
Jacksonville, FL 32256
****@*****.***
Relationship: Supervisor at Software for Real Estate
Professionals, Inc. from April 2008 to December 2009.
Contact this candidate