Customer Service Project
Resume:
Michael Miranda
Austin, TX ****7
Phone: 970-***-****
E-mail: *******************@*******.***
Professional Profile
> Manage the legislative business process as the Office Consultant to
Lieutenant Governor's office, eleven Senate Capitol offices and twenty-
three District offices
> Experience with Agile project management as product owner and customer
liaison to stakeholders that delivers enhanced business relationships
by understanding client needs and delivering IT solutions in high
pressure multi-tasking environments
> Agile product owner that works interactively with stakeholders and
development team members to deliver projects to market
> Experience as a Legislative Office Consultant for the Texas Legislative
Council
Summary of Qualifications:
> Liaison among stakeholders to elicit, analyze, communicate and validate
requirements to business processes, policies and information systems
> Keen outstanding of customer service skills and managing all aspects of
customer issues to affect prompt and satisfactory resolution
> Able to handle multiple business need priorities with simultaneous
projects from conception to fruition
> Adept at working under pressure to gain a clear understanding of the
needs of users, customers and stakeholders within project deadline dates
> Strong organizational and planning skills. Strong analytical and problem
solving skills
> A detail oriented, effective communicator with leadership experience
> Communicate technology issues effectively in writing and orally
> Technology skills in PC platforms, including MS Office, Microsoft
SharePoint Knowledge Base, Windows 95/98/NT/2000/XP, Windows 7, MS
Exchange 2003, along with PC hardware and software installation,
configuration and support.
Career Development:
Texas Legislative Council - Austin, TX
October 2009 - Present
Agile Product Owner
> Interpret client product requirements and develop the proper project
deliverables
> Create manual testing scripts to ensure user acceptance testing
> Conduct iteration reviews with management and client to ensure project
is on track
> Define project priorities constantly to maximize product Return- On-
Investment
Texas Legislative Council - Austin, TX
October 2006 - Present
Legislative Office Consultant
Manage support for Lieutenant Governor's office, Senate Chamber Floor,
eleven Senate capitol offices and twenty-three district offices:
> Identify client IT needs; design and implement solutions that support
their strategic business imperatives
> Provide technical support, including software installations, printer
management, and system performance management
> Manage client IS support for Senate and corresponding departments
> Oversee client training in software applications, hardware, and operating
systems
> Coordinated deployments of new software and hardware to clients
> Performed beta testing and quality control for new applications to be
used by clients
> Drafted user manuals, web-based bulletins, and online documentation for
legislative applications
Colorado State University - Fort Collins, Colorado
November 2005 - May 2006
Student Board Member
Served as a liaison between the student body and the school administration:
> Coordinated programs and activities to encourage a network of effective
affiliated student organizations
> Identified student needs
> Provided guidance and advice concerning the university facility programs
to the Vice President of Administrative Services
> Reviewed the efficiency, equity and consistency of student fees and the
types of services desired by students
> Ensured all allocations of the facility fee would be used to provide new
facilities and/or to improve current facilities
Southwest Key Program, Inc. - Austin, Texas
June 2005 - August 2005
Summer Intern
> Assisted with human resource projects: auditing of new employees,
employment verifications, and data entry for current employees
> Created annual motor vehicle report that assured insurance compliance and
minimized insurance expenses
> Analyzed and maintained contact database for a national non-profit
organization
Education: Colorado State University, Fort Collins, CO.
Bachelor of Science in Psychology
Career Objective: To obtain a business analyst position that utilizes my
leadership, effective communication, and problem solving skills to elicit
business needs that determine solutions to business problems that can
enable a company to achieve its goals in a competitive industry.
"It is a pleasure to recommend Michael Miranda of the Texas Legislative
Council. Mr. Miranda's native intelligence for IT, business analysis,
project management, and extensive information technology consulting is
excellent. He is a highly qualified professional with real life experience
in problem solving, requirements analysis and customer support. He supports
the business objectives, including, identifying problems and implementing
improvements and is constantly meeting set goals. He has the drive and
energy of a highly motivated team player to see complex projects through to
completion. He is very familiar guiding clients through the entire
legislative software process. I can confidently recommend Mr. Miranda for
any level IT, business requirements, project management, and or Software
development position he is applying for."
Aaron Rainbolt, Network Technician III with the Texas Legislative Council
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