Project Manager Customer Service

SUSAN L. McKENZIE

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

Moyock, NC 27958

Cell: 252-***-**** Home: 252-***-****

abjngy@r.postjobfree.com

SUMMARY

Experienced professional with proven communication, organization, project

management, analytical, customer support, and research skills developed

through more than 18 years of diverse work experience including both highly

technical and classroom environments.

Qualifications include:

Extensive project management experience, including research, development of

documentation, and cost analysis.

Outstanding PC skills, including Microsoft Office Suite and Macintosh

computers.

Excellent communication and organization skills.

Technical background including system administration of Windows and UNIX

systems, local and wide area networking, as well as scripting and basic

programming.

Versed in all basic office hardware including personal computers, printers,

fax machines, copiers, shredders, laminating machine, and multi-line phone

systems.

PROFESSIONAL EXPERIENCE

DEPARTMENT OF DEFENSE EDUCATION ACTIVITY, Sasebo, Japan (2007-2009)

Substitute Teacher

Provided classroom instruction for students age K-12th grades in a multi-

age classroom setting.

Provided appropriate discipline according to teacher guidelines.

Generated feedback for the classroom teacher.

TRADER PUBLISHING COMPANY, Norfolk, VA (1995 - 2003)

Senior Development Engineer/Technical Supervisor (1998 - 2003)

Performed research, devised solutions, developed documentation, served as

project manager and prepared cost analysis for varied projects including

field office website implementation, system consolidation, platform change,

disaster recovery planning, WAN implementation, and ads to the Internet re-

deployment projects.

Customized and implemented a web-based call tracking system for the support

staff which has allowed them to efficiently track, monitor and report on

their calls.

Supervised up to six technical staff.

Served as System Administrator for UNIX and Windows systems, providing

technical support for 23 field offices and sixty local users.

Developed and implemented monitoring standards for UNIX systems.

Network/Security Administrator (1996 - 1998)

Provided support for fifty users in a Windows NT LAN/WAN configuration

using TCP/IP protocol and frame relay technology.

Provided on call technical support for 45 UNIX systems.

Researched, verified and identified possible savings on all costs involved

with data communications for sixty distinct locations.

Researched special projects and new technologies at the direction of the

Director of Computer Systems.

Evaluated existing security on all departmental systems.

Developed departmental security policies.

Made recommendations to upper management for departmental and company

improvement of system security.

Handled confidential information on a daily basis.

Systems Administrator (1995 - 1996)

Provided superior customer service and end user support for company

applications for sixty field offices.

Efficiently troubleshot, documented and tracked system problems ensuring

that all support issues were resolved in a timely manner.

Served as a liaison between field office personnel and software development

staff.

Ensured that system security standards were maintained.

Served as Team Supervisor in the absence of the Systems Support Manager.

AMERICAN PODIATRIC MEDICAL ASSOCIATION, Bethesda, MD (1992-1994)

Technical Assistant, Finance Department

Administration of HP-9000 computer system, including hardware and software

support, training of staff and troubleshooting system problems.

Developed and updated computer procedure manual, and hardware and software

user manual.

Served as a liaison between database programmers and staff.

Interfaced with all levels of management to insure the safety and security

of the computer system.

Maintained a computerized inventory of fixed assets, including computer

hardware.

Processed incoming revenue and maintained a computerized daily check log on

a time critical basis.

EDUCATION

Bachelor of Science, Computer Information Science

University of Maryland - University College, College Park, MD

Bachelor of Science, Communication Arts

James Madison University, Harrisonburg, VA

VOLUNTEER ACTIVITIES

SASEBO ELEMENTARY SCHOOL, Sasebo, Japan, Parent Teacher Organization

Board Member: Secretary and Vice President Offices held (2007-2009)

Prepared monthly meeting minutes.

Assisted in accounting functions and disbursing of funds.

Spoke publicly on behalf of the PTO as needed.

GIRL SCOUTS, Sasebo, Japan

Troop Leader (2006-2009)

Prepared for and led meetings for a group of approximately 12 girls.

Kept records of finances and attendance.

DEEP CREEK UNITED METHODIST CHURCH, Chesapeake, VA

Music and Arts Committee: Committee Chair and Committee Member (2003-2006)

Developed agendas, led meetings, and prepared monthly minutes.

Creatively employed new programs in the church.

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