Project Manager Customer Service

Celeste McTighe

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

Woodbury, MN 55125

651-***-**** (H)

ablq07@r.postjobfree.com

Professional Summary

Accomplished Customer Service Professional with over twenty years of

diverse customer service experience. A top performer with exceptional

interpersonal, communication, and customer service skills. Results

oriented, with strong organization skills. Energetic and assertive, a self-

starter, with a professional attitude and pride in personal performance.

Experience

Prometric, St. Paul, MN January 2009 -

February 2010

Test Services Planner

- Coordinated New York Certified Nurse Aide (NY CNA) Certification paper

based tests.

- Communicated directly with over 500 test sites and over 80 Nurse Aide

Evaluators (NAEs) to schedule tests and NAEs.

- Resolved problems and answered questions from test sites and NAEs.

- Tracked calls using Magic (averaging 75 calls per day).

- Used Evaluator Exchange to enter and track up to 20 tests per day.

- Assigned to Test Services Hotline 50%/day, resolving site and NAE

issues, such as ID questions, test date confirmations, and software

issues for test sites throughout the U.S.

Reflections Photography of Woodbury, Woodbury, MN July 2006 -

December 2008

Studio Manager/Co-Owner

- Scheduled client appointments and responded to inquiries via phone or

email.

- Presented professional sales presentation to clients using ProSelect.

- Researched and executed various marketing campaigns.

- Designed and produced marketing pieces in Adobe PhotoShop.

- Calculated profit and margin, prices, and budget using Excel and

QuickBooks.

BAE Information Technology, Washington, DC August 2004 -

June 2006

Customer Service Manager

- Managed 26 employees providing IT support to 2200 users at the Pension

Benefit Guarantee Corporation (PBGC).

- Investigated and resolved customer complaints and/or escalated issues.

- Coached employees on government implemented guidelines for HEAT ticket

system.

- Completed ITIL Foundations Certification in IT Service Management.

Perot Systems, Bethesda, MD November 2003 - August

2004

Deputy Program Manager

- Assisted the Program Manager with the management of 70 employees

providing IT support to the National Institute of Allergies and

Infectious Diseases (NIAID).

- Identified key positions to grow contract by 10%.

Celeste McTighe

Page 2

DigitalNet September 1991 - May

2003

Operations Manager, Washington, DC September 2001 - May

2003

- Managed 18 employees providing IT support on a performance based

contract at the U.S. Mint.

- Analyzed and reviewed trouble tickets (using HEAT) to ensure Service

Level Agreements (SLAs) were met. Met or exceeded all SLAs throughout

contract.

- Wrote, reviewed, and edited deliverables and project plans.

Project Manager, Washington, DC March 2000 -

September 2001

- Provided Project Management for the Field Operations Support (FOS)

task of the Immigration and Naturalization Service (INS) contract.

- Supported 10 Technical Field Managers who managed over 300 personnel

providing IT support to over 800 INS locations across the United

States.

- Traveled to INS sites to meet with INS management and DigitalNet

employees and to assist Field Managers with technical and personnel

issues.

Deputy Project Manager, Washington, DC March 1998 - March

2000

- Assisted the Project Manager with the FOS task of the INS contract.

Help Desk Manager, Washington, DC September 1996 - March

1998

- Managed Tier 1 and Tier 2 Help Desk on a performance based contract

supporting over 9000 users at the U.S. Senate.

- Tactfully resolved problems without impacting the Senators or their

staff.

- Generated daily/monthly ticket reports using Expert Advisor 3.1 to

analyze SLA performance. Met or exceeded SLAs every month.

- Completed Help Desk Manager Certification through the Help Desk

Institute and attended annual HDI Conference.

Help Desk Manager, Washington, DC January 1994 - September

1996

- Managed six Desktop Support Specialists supporting the Ballistic

Missile Defense Organization (BMDO).

Desktop Support Specialist, Washington, DC September 1991 - January

1994

- Supported over 1000 users at BMDO with desktop computer hardware and

software issues.

Sonalysts, Middletown, RI September 1985 -

September 1991

Administrative Assistant

- Provided administrative support for field office.

- Assisted in war game development for the Naval War College.

Education

B.A., Business Administration, 1985 Keene State College,

Keene, NH

A.S., Computer Science, 1985 Keene State College,

Keene, NH

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