Project Manager Customer Service

Polina Ivanova

PO box ****, Kings Beach, CA

Cell: 312-***-****

abl0l4@r.postjobfree.com

QUALIFICATIONS

10+ years experience in diverse work environments including corporate, private, governmental and non-profit organizations. Constantly

exceeds customers’ expectations through excellently designing, planning, and implementing systems, projects, websites, courses, and

training sessions. Project Management professional well versed in Project Management Institute framework, Software Development

Lifecycle, and Agile.

• 8+ years customer service experience • 7+ years hands on Information Technology

• 7+ years experience in leading others • experience

• 7+ years operations experience • 5+ years project management experience

EXPERIENCE

Spherion Corporation, Reno, NV at Microsoft Licensing, GP July 2009 – Present

IT Project Manager, Microsoft Online Inc. (MOI)

Selected to lead projects to establish Microsoft Online Inc as Microsoft Licensing entity in Reno, Nevada and drive

improvements of existing processes and procedures

Challenges: The projects had large number of stakeholders, a lot of ambiguity, and need to establish a bridge between silo

teams in a global operational environment

• Leading a global project to consolidate approximately 200 vendors on an aggressive timeline under MOI to satisfy regulatory

requirements. Phase I of the project is completed on time.

• Creating AS IS global agreement to cash process map (30+ actors) identifying 6 opportunities for improvement

• Project managed the execution phase of a complex corporate business to business bank structure establishment. Project

delivered on time with no defects after warrant period.

IT Project Manager, US Microsoft Account

Recruited to drive and create a way to measure vendor performance and add value to Microsoft Licensing, GP.

Challenges: No metrics and Key Performance Indicators in place, lack of established plan on meeting Microsoft Licensing, GP

expectations, lack of customer understanding

• Developed E-Invoice alert project documentations (i.e. Business Requirement Documents, Work Breakdown Structure,

Communication Plan and Risk and Issue register) to improve Contract and Revenue Management relationship with Spherion

• Designed, developed, and maintained Microsoft US account wide Scorecard to strengthen Microsoft’s trust in Spherion

Truckee Meadows Community College, Reno, NV August 2009 – Present

Part Time Faculty Instructor

Recruited to teach part time classes at Truckee Meadows Community College

Challenges: CIT 263 Project Management class had no established syllabus, teaching materials, and testing criteria.

• Taught CIT 263 Project Management

• Taught IS 101 Introduction to Information Systems

University of Nevada at Reno, Reno, NV August 2007 – July 2010

Instructor, Accounting and Information System Department June 2010 – July 2010

Recruited to teach during UNR Summer School

Challenges: The semester is 4 times shorter than the regular semester and the teaching techniques, exercises, and approach

needed to accommodate the short timeline

Taught IS 201 Computer Applications

Graduate Assistant, Accounting and Information System Department, August 2007 – May 2009

Selected to assist three Information Systems’ professors teaching at a higher undergraduate and graduate level.

Microsoft Licensing GP, Reno, NV June 2008 – July 2009

OEM Channel Management Intern, January 2009 – July 2009

Selected to analyzing Customer Relationship’s data to find patterns to eliminate issues and reduce number of cases escalated to

the Operations Account Managers by improving/eliminating processes and programs.

Challenges: Data inconsistency, data inaccuracy, data interpretation, and lack of data in some cases analyzed

Polina Ivanova

312-***-****(cell)

abl0l4@r.postjobfree.com

Proposed 3 recommendations to the Product Launch Services team, 9 to Channel Management, 10 to Supply Chain, 6 to Contract

Revenue and Management and 4 to System Builder Channel. For example, one of the Product Launch Services recommendations going

live with AQR FY10 would save Microsoft’s full time employees 1300 hours across 7 teams yearly.

ASM IT Intern, June 2008 – December 2008

Selected to facilitate and help in the November Quarterly Release FY09 successful release.

Challenges: The ASM IT team structure was based on Microsoft Operations Framework 3.0

• Participated and drove the successful November Quarterly Release FY09 project through design, build, test, and deploy

• Created an end-to-end quarterly release leads’ process document for faster leads on boarding and for current leads’ check list

• Recommended actions for ASM transition to Microsoft Operations Framework 4.0

AT&T, Chicago, IL June 2007 – August 2007

Student Manager, AT&T Midwest I&R

Recruited to improve current intranet One Manager Tool website and create better experience for the Vice President and

Director of the Midwest AT&T operations.

Challenges: Complex business rules, overloaded pre-existing SQL and ColdFusion code

• Improved the access time for First Line Managers and Group Managers to the proprietary website from a 19 seconds average to

1 second.

• Created Vice President and Director’s level dashboards to enable better performance monitoring

• Delivered the project 35% earlier than AT&T scheduled release

OTHER RELEVANT EXPERIENCE

Illinois Institute of Technology, Chicago, IL January 2006 – May 2007

Student Manager, Keating Sport Center

The first one selected to managed approximately 20-30 students working at Keating Sport Center

Women’s Health Foundation, Chicago, IL June 2006 – August 2006

Web Developer

Created the Web functionality for a new online revenue stream for the non-profit organization

Barnes and Noble Bookstore November 2004 – May 2007

Cashier, Illinois Institute of Technology, Chicago, IL September 2005-May2007

Cashier, New York State University, Batavia, NY November 2004-June 2005

Served customers on the phone and on the floor, helped in inventory management and book buy back.

New York State University, Batavia, NY May 2004 – August 2004

Assistant, IT Help Desk

Gained a broad customer service experience

Judo Club Nipon MSV, Pernik, Bulgaria January 1998 – August 2003

Coach

The girl’s team won third place in 2002 National Team Competition

SKILLS

Website Design: Macromedia Fireworks MX, Macromedia Dreamweaver MX, Macromedia Flash MX, Adobe Photoshop,

Adobe Illustrator, Quark QuarkXpress, iMovie

Database: SQL, MySQL, MS Access

Programming: CSS, XHTML, PHP, Visual Basic, C++, Java, XML, Cold Fusion

Operating Systems: Windows, Macintosh, UNIX, Solaris

Office Applications: MS Excel, MS Word, MS PowerPoint, MS Visio, MS OneNote, MS SharePoint

Project Management: Microsoft Project, Project Server

Languages: Bulgarian, English, and Spanish

AWARDS AND RECOGNITIONS

• Recognized as Illinois Institute of Technology Most Valuable Player as well as All Conference Player each year

Polina Ivanova

312-***-****(cell)

abl0l4@r.postjobfree.com

• Recognized as State University of New York at Batavia Scholar-Athlete

• Recognized with Collegiate All-American Scholar Award

• Recognized with Who’s Who Among Students in American Junior Colleges

• Member of Phi Theta Kappa Society

• Red Cross volunteer

• European Sambo Championship 2002: Gold medal

• Junior Olympic Games, Pernik from 1998 to 1999: 8 Golden medals

EDUCATION

University of Nevada at Reno, Reno, NV

M.S. in Information Systems (GPA: 3.91 / 4.00) Spring 2009

• Emphasize in Project Management working with top companies in Reno, NV such as Microsoft Licensing and IGT

• Earned 100% of college expenses by winning a Graduate Assistantship

Illinois Institute of Technology, Chicago, IL

B.S. in Information Technology and Management (GPA: 3.87 / 4.00) Spring 2007

• Concentration in Internet Development and Electronic Commerce

• Earned 100% of college expenses by winning 5 different scholarships

CERTIFICATION

• PMP Certified by the PMI Institute, 2010

• Certified in Web Development by New York State University, Batavia, 2005

PUBLICATIONS

• “Embracing or Constraining Change: An Exploration of Methodologies for Maintaining Software” submitted for publication to

Hawaii International Conference on System Sciences

• “What Can Firewall Data Logs Reveal About Intruders at a Small Business Internet Service Provider”, 2010 published to The

Security Conference

SELECTED SCHOOL PROJECTS

• Operations IT Assessment at Nevada Children Museum August 2008-December 2008

• Global Project Management Framework at Microsoft Licensing, Reno, NV March 2008-September 2008

• Data Strategy Project at University of Nevada at Reno January 2008- May 2008

• Data Warehouse Project at IGT, Reno, Nevada January 2008-May 2008

• Search Engine Optimization research January 2008-May 2008

• Business Process Redesign at University of Nevada at Reno August 2008-December 2008

• Database Design and Implementation for KP Tile school project August 2007-December 2007

• Improve the relationship between Calamos Investments, Chicago, IL and its affluent customers January 2006-May 2006

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