Customer Service Project Manager
Resume:
Diane R. Sanguedolce
****************@*****.***
Career Profile
A distinguished Information Technology Manager who is customer focused,
technically proficient and results oriented, leads her team to meet
goals, continuously improve processes, and enables business success.
Professional Strengths
*Call Center Operations *Software &
Development *Project Management
*Process Improvements *Budget
Planning *Performance Metrics
*Customer Relationships *Business
Analysis *Team Leadership
*Contract Negotiations *Enterprise Management
*Quality Assurance
. Expertise in managing projects in Information Systems, Customer Service
and IT Manufacturing environments. Solid background in managing
programs to implement and support Enterprise Resource Planning (ERP)
and web based applications. Proven ability to bridge technology and
business goals to provide productive solutions.
. Qualified Customer Service Professional entrusted with the most complex
customer service issues as a result of exceptional ability to resolve
concerns and satisfy customers. Excellent communicator, with emphasis
on building strong relationships and ability to translate highly
complex technical information into terms & concepts that customers can
easily understand.
Professional Experience
IT Applications Support Manager
Information Services Department
Manatee County Government - Bradenton, Florida 11/1998 - 02/2010
Managed daily operations of Application Support Division and lead all
staff activities related to new and existing business application systems
and IT related projects. Set the technical direction and maintained the
integrity of the County's repository of software application systems
necessary for business continuity of operation. Supported critical
business strategies by managing staff functions related to software and
development (SDLC), business analysis, and project management.
Established project requirements and translated business objectives into
tactical plans. Implemented and maintained overall achievement of Service
Level Agreements (SLA), IT best practices, performance metrics and
support level standards. Supervised, recruited, trained, and prepared
employee performance evaluations of application support personnel.
. Directed call center support efforts in maintaining critical
business applications such as 911 dispatching, emergency management
patient-care, enterprise wide financial management, employee
workforce tracking, and document management systems throughout their
lifecycle.
. Managed IT projects providing ERP system solutions, Internet-focused
business applications, e-commerce solutions, document management
workflows, and County-wide operational support programs for
servicing the citizens and the employees of the County.
. Served as client's main point of contact within the application
project lifecycle regarding business process and requirements
definition, RFP and contract negotiations, identification of
business goals and objectives, treatment of sensitive issues and
conflict issue resolution.
. Maintained consistent communication with customers and citizens to
ensure successful business relationships and to promote business
continuity through the County's website services.
IT Project Manager
Information Services Department
Manatee County Government - Bradenton, Florida 04/1998 - 11/1998
Coordination of IT staff resources from project conception to on-time
implementation through timely project status monitoring, quick response
to schedule and resource issues, and appropriate reporting and escalation
to upper management.
. Successfully implemented the County's mission critical Public
Safety 911 Call Dispatching system by maintaining continuous
alignment of project scope with strategic business objectives. This
achievement led to my promotion to Applications Support Manager.
. Provided 24/7 application support to ensure that Public Safety
critical application systems, such as 911 Call Dispatch, performed
efficiently and with minimal or no downtime. Coordinated all Public
Safety IT related project activities between IT resources and third
party vendors, such as system maintenance, upgrades and service
level agreements.
IT Court Information Systems - Coordinator
Management Information Services
Charlotte County Government - Clerk of Circuit Court - Port Charlotte,
Florida 06/1995 - 04/1998
Coordinated daily activities of client support services for the Criminal
Justice Information System (CJIS). Provided leadership and assistance in
the formulation of plans, policies, and procedures needed to provide
systems support to the governing agencies within Charlotte County and the
20th Judicial Circuit. Pro-active in implementing new technologies into
the Clerk of Courts system information technology infrastructure while
maintaining the reliability of the existing systems.
. Served as IT representative and liaison for CJIS issues related to
state, circuit, county and local agencies and Coordinator and
Initiator of Federal Grants for the Clerk of Court's Court
Automation Project.
IT Court Information Systems - Systems Analyst
Management Information Services
Charlotte County Government - Clerk of Circuit Court - Port Charlotte,
Florida 08/1994 - 06/1995
Analyzed, designed and developed imaged based software for Criminal
Justice Information System (CJIS) applications systems and resolved
complex problems throughout software development life cycle (SDLC).
Responded to support calls to resolve system problems or enhance existing
business processes. Solicited and documented client agencies requirements
to determine if system development efforts were in alignment of business
objectives.
. Designed and developed multiple imaged based software applications
to interface data information between Charlotte County Clerk of
Circuit Court Office, the 20th Judicial Circuit and its' governing
agencies.
. Successfully designed and developed the first Charlotte County
Sheriff's Office jail management application system which included
software modules specific to booking, fingerprint/identification
process, mug-shot, line-up, classification, etc.
IT Client Support Services Supervisor
Management Information Services
Sarasota County Government - Sarasota, FL 12/1993 - 08/1994
. Supervised day-to-day activities of the client support services
such as call center assistance, helpdesk support, desktop
publishing, presentation development and techniques. Provided
business application and office automation software training used
throughout the organization.
IT Business Systems Analyst/Senior Application Developer
Management Information Services
Sarasota County Government - Sarasota, FL 10/1989 - 12/1993
. Interfaced with client departments to identify the areas of
business process improvement and establish effective and efficient
process solutions. Designed business software applications, user
guides, job aids and process flow diagram.
. Designed and developed first Intranet website called County View
(CVIEW) to share information throughout the County organization.
This achievement earned me the honor as County Employee of the
Month/Year.
Education: Northern Essex College -1977 - Associate of Science Degree -
Computer Engineering
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