Project Manager Customer Service

Lenora F. Pope

**** **** *** *****

Huntsville, Al 35810

Home 256-***-****

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

OBJECTIVE:

To obtain a position consistent with my extensive experiences and abilities,

where I can utilize my analytical and problem solving skills with a company

that rewards dedication and superior performance.

SUMMARY:

With more than 20 years experience in Customer Support, supporting the

Acquisition of Telecommunication Services, including Analysis of Systems

Data, and evaluating vendor products for services and cost.

HIGHLIGHT of QUALIFICATIONS:

. Strong analytical and interpersonal skills.

. Organized, detail-oriented and comfortable working within a multi-

tasking project environment. Able to balance competing priorities and

tight deadlines. Trustworthy,

Self-motivated, reliable, dependable, and possess the highest level of

ethics and integrity.

. Excellent verbal and written communications skills. Highly effective

team player.

. Excellent at building and maintaining relationships.

. Self-motivated leader; confident in making independent decisions

TECHNICAL SKILLS: Proficient in Microsoft Office Applications, Microsoft

Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Vista and Lotus

Notes.

PROFESSIONAL EXPERIENCE:

LOCKHEED MARTIN IS&GS-DEFENSE - Huntsville, Alabama

Assistant Project Manager: Feb 2003 - Oct 2009

. Experience includes Task Level supervision for coordinating and

supervising work assignments of DSL/ISP Team Members, preparing Task

Order Documentation describing the technical approach used in training

other staff members; implementing organizational resources and

management controls to monitor cost, performance and schedule.

. Plan acquisition, prepare cost and price analyses, and purchase

orders.

. Develop and prepare designated price and cost analysis in accordance

with the Government.

. Assist Project Manager with planning and coordination of project

schedules, and administrative tasks. Establish work schedules, support

project staff by coordinating and/or assisting with work orders and

purchase requests and track program metrics, cost reports and product

data; prepare price quotes of projects and generate technical report.

. Manage employee's time cards, using JAMIS e- timecard system.

. Generate monthly cost end reports, and weekly DSL reports.

. Create daily tracking charts and graphs for Army Cell phones, Air

cards, and Blackberry division.

. Familiar with reconciling monthly invoices and billing discrepancies.

. Negotiate price to USAREC's specifications, delivery dates, and other

terms of conditions with vendors.

. Perform highly specialized procurements according to the contract

administration activities.

. Responsible for acquisition planning, cost negotiations, execution,

and administration management activities in the acquisition of major

research and development.

. Plan, negotiate, and manage all aspects of the DSL services

. Conduct in-depth analyses of contractors' financial and management

systems and facilities for ability to perform and for compliance with

Government or contractual requirements.

Technical Support/Help Desk Specialist Sr: Oct 1999 - Oct 2009

. Provide research, analysis, management, maintenance, and customer

support functions for Internet service accounts/DSL--for the United

States Army, Navy Recruiting Command, National Guard and its

recruiting staff across the United States.

. Research and troubleshoot the issues the customer is experiencing, and

document any information provided by the customer, all while

maintaining dialogue with the customer.

. Resolve technical problems and answer queries by telephone in support

of ISP/DSL internal.

. Performed Computer Support duties to include troubleshooting for

network (LAN/WAN) personal computers, based on Windows 95, Windows 98,

Windows NT, Windows 2000, and Windows XP operating systems.

. Troubleshoot several different types of connectivity setup, email, and

various Internet related issues to determine the source of the problem

and resolve it.

. Diagnose, identify, isolate and analyze problems utilizing the

database records.

. Provide Tier 1 Tech Support and Help Desk services in a call center

environment.

. Generate and complete Help Desk tickets for a variety of customer

services.

. Open and close Trouble tickets.

. Manage and monitor the helpdesk telephone and e-mail service request

system.

. Process terminations, transfers, and other record management

activities quickly and correctly.

. Reset password, create user names, and passwords via the vendor

website.

. Update, acknowledge and properly notate all e-mail traffic, and phone

calls.

. Document and Record notes to ensure quality communication with the

vendors and customers.

. Maintain thorough knowledge of available vendor websites to manage

Internet accounts efficiently.

DILLARD's Huntsville, AL - Aug 2004 - Aug 2008 (Part Time)

Sales Associate: Men's Department/Est e Lauder Beauty Advisor

Experience include providing exceptional customer service and achieving my

sales goals, building relationships with my clientele, using my client

registry to stay in touch with my customers, and always striving to

recruit new customers.

ALLDYNE TECHNOLIGES - Huntsville, Alabama May 1989- July 1999

Procurement Clerk/ Inspector: 1989 - 1999

. Responsibilities included entering inventory, direct issue of material

on a particular work order, Reversal of material on the CHESS

networking system, usually scrap from a work order. Pull pack list

from CHESS System oracle database according to sales orders and /or

production orders.

. Track inventory, equipment and supplies through the CHESS operating

System. Processed invoices and purchase orders; prepared monthly cost

end reports.

. Entered Requisitions.

. Utilizing all phases of inventory using the CHESS database system.

. Data entry and other duties as assigned.

. Inspect material for Quality Assurance and Quality Control

. Inspect material in areas for training, and administration.

. Color code material according to specifications.

. Create, print end labels for packing material from Windows 95.

. Perform Inventory for audit purposes.

. Trained for ISO 9002 Certifications

. Assume all supervisory duties in the absence of supervisor

EDUCATION:

Faulkner University - Feb 2009

Bachelor of Science in Business Administration

President's List - Dec 2007

Southern Junior College - Aug 1991

Associate of Science in Business Administration

TRAINING: Completed various Lockheed Martin Program Management (PM)

Training classes:

. Management Fundamentals Program- April 2006

. Program Management 101- May 2006

. Program Management 201- Nov 2006

. Program Management 301- March 2007

. Professional Services I (PS1)- March 2007

Security Clearance: Public Trust (PTSBI)

REFERENCES: Available Upon Request

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