Customer Service Project Manager
Resume:
Diem Choe
********@*****.***
P E R S O N A L P R O F I L E
. Strong people skills. Positive attitude and customer service
oriented.
. Ability to build rapport and provide positive customer service
experience.
. Possess a unique talent for delivering highly complex technical
information into terms and concepts that the end users can
readily grasp.
. Ability to build strong relationships with all departments at
an organization.
. Ability to quickly learn new technologies.
. Strong organization and project management skills.
. Excellent analytical and troubleshooting skills.
. Ability to balance multiple tasks with urgency and efficiency.
. Excellent verbal and writing skills.
T E C H N I C A L S K I L L S
Database: MS Access, SQL Server 2005/2008
Operating System: Windows XP, 7, Server 2008
Software: HRMS Ultipro, Cognos Impromptu report writing, IIS, MS
Office, Active Directory, Exchange, Sharepoint, Citrix, VSS,
Safesource, Service Desk, TradeDesk
E X P E R I E N C E
5/08 - 5/10 Parametric Portfolio Associates Seattle,
WA
Application Support Specialist
. Provide tier 2/3 support using ServiceDesk ticketing system
analyzing, investigating, and resolving simple to complex
problems. Reproduce and escalate issues to developers after
thorough investigation.
. Write T-SQL scripts in SQL Analyzer to troubleshoot and
generate customized reports.
. Responsible for accuracy of installing, configuring, testing,
and troubleshooting of .NET applications using IIS WCF Services
in Production as well as Development, Quality Assurance, and
Supportive environments.
. Educate and train customers on full use and understanding of
the proprietary applications.
. Facilitate meetings with cross teams. Project lead, manage,
and execute software deployment activities.
. Manage, create, and maintain application support documentations
and process in Sharepoint. Coordinate software training for
new installations and upgrades.
1/07 - 5/07 Servco Pacific, Inc Honolulu, HI
IT Project Manager
. Provide liaison between Servco Insurance Service unit and IT
Dept.
. Manage the consolidation and streamlining of business practices
project between the departments.
. Develop and manage project planning using Microsoft Project,
interface with staff and vendors during the project cycle, meet
project milestones and delivery dates, and conduct weekly
meetings.
. Gather, organize and document all software and business
procedures.
. Conduct PowerPoint presentations to staff for updates, training
and knowledge transfer.
. Research and coordinate with system administrators to implement
SMS 2.0 server.
. Coordinate implementation, testing, and training.
1997 - 2006 Wizards of the Coast, Inc. Renton, WA
Exchange/Outlook Administrator (2003 - 2006)
. Project lead in organizing and implementing the relocation of
the entire Data Center move project.
. Provide quality customer support to Outlook 2000/2003, Outlook
Web Access, and Entourage clients of all levels via phone
support, in-person, or email on a daily basis.
. Ensure customers are adequately trained and supported by
creating FAQs on the intranet and providing training one on one
or as a group.
. Support and troubleshoot MS Exchange 5.5/2000/2003 servers and
working with customers and their requests to address systems
issues.
. Proactively find and resolve system issues and resolve them
whenever possible.
. Create and implement disaster recovery policies and procedures
for the Exchange servers.
. Daily monitoring of Exchange servers via event logs and queues,
processing email restore requests, monitoring of email virus
activity and protection.
. Manage and administer Windows 2000 AD and Blackberry 4.0
server and handhelds.
Jr. SQL DBA (2001 - 2003)
. Lead coordinator for all software upgrades and provide support
for applications such as MS Office 97/2000, Outlook, Ultipro
HRMS, Cognos Impromptu report writer, and internal web-based
software.
. Manage and maintain MSSQL-servers.
. Act as liaison between Senior DBA and applications team, such
as project managers, developers, and testers, for all SQL
Server needs like enforcement of naming conventions, security,
relational database modeling and other database standards.
. Assemble new servers, configure, deploy and retire existing
servers with Windows NT 4/2000 Advance Servers and SQL
6.5/7.0/2000.
. Create and implement disaster recovery policies and procedures
for SQL servers using Netapp and Veritas.
Computer Technician (1997 - 2001)
. Initiate and implement System Management Server (SMS), Norton
Ghost corporate-wide to help reduce total cost of PC ownership.
. Provide on-site technical support for 500+ end users of all
levels via in person, phone, and email.
E D U C A T I O N & C E R T I F I C A T I O N
1998-2005 SQLSoft Corp. Seattle, WA
. Implementing and Managing Microsoft Exchange Server
. Microsoft Active Directory Windows Server
. Implementing and Administration of Microsoft SQL Server
. MCP in System Management Server
. Windows NT Track plus Networking Essential and TCP/IP
1992 -1996 University of Hawaii
B.A., Management Information System (MIS)
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