Project Manager Customer Service

Karen S. Wilcox

**** ****** ****** ****, *****, OK 73099, 405-***-**** / 405-***-****

abmlf4@r.postjobfree.com / abmlf4@r.postjobfree.com

SUMMARY: . 15 years direct Customer Relations and Support

. 7 years User Training, Business and Technical Writing

. 5 years Project Management

. Proficient in Visio, SharePoint, BMC Remedy, Salesforce.com,

Tacoma, Microsoft Operating Systems, Oracle HRMS, Custom Dell

applications, and web platforms.

EDUCATION: Master of Business Administration

Nov 2003

University of Phoenix, Oklahoma City, OK

Graduated with a GPA of 3.78 on a 4.0 scale

EXPERIENCE:

Dell, Inc., Oklahoma City, OK

Project Manager, ProManage/Managed Services Nov 2009 - Present

. Coordinate all scheduling for the 8 member Project

Implementation Team.

. Utilize OPAS/Remedy to track projects from inception to

completion.

. Conduct Technical scoping and solutioning calls with potential

clients to create a Statement

of Work

. Liaison between Dell Small & Medium Business (SMB) Sales Account

Teams and the

Project Implementation Team.

. Create and maintain all reports for the Project Implementation

Team.

. PMP and ITIL Certification - In Progress, scheduled

completion in 2011.

Project Manager, Enterprise Services Jul 2008 - Nov 2009

. Managed the coordination of Enterprise Maintenance Projects for

Worldwide customers across Domestic, International and War

Zones.

. Managed approximately $1.8 Million in revenue over each

fiscal year through delivery of

125+ Maintenance projects.

. Delivered 99% Customer Satisfaction ratings and 35% response

rate.

. Conducted data analysis and made BPI recommendations to

Consultants and Design

Engineers for project improvements.

. Delivered design information and customer requirement to

the Solutions Architect and Field

Engineers to support the customer request.

. Proactively identified potential issues and leveraged risk

management techniques to avoid

escalations.

. Led development and consolidation of technical & process

documentation.

Infrastructure Operations Senior Analyst Jan 2007 -

Jul 2008

. Managed Infrastructure support to the Facilities, IT and

Telecom groups for 4 Domestic and 3 International sites.

. Provided Call Center Operations project management including

support for scheduling, reporting, space/capacity planning

for ~2800 seats in 2 buildings, inventory management and all

other call center processes.

. Instructed new employees to access, utilize and manage their

computer and applications.

. Recommend and Implement solutions to standardize processes, set

specific SLAs and standardized reports across all domestic

sites and our India and Canadian facilities.

. Created and published process, workflow and manager training

documentation

. Planned and executed Capacity Management, Asset Management,

provided new hire services, and special projects that impact

multiple lines of business.

. Controlled and maintained all site Inventory records for

Oklahoma City Campus (approximately 2750 Desktop and 725

Notebook computers).

. Major projects: OPEX saving initiative with a $2M goal per

fiscal year, OKC 2nd floor closure, Site wide computer

desktop refresh project, and Cubicle Inventory Audit project.

Seagate Technology, Oklahoma City, OK

Human Resources May 2004 - Jan 2007

. Supported corporate employee relations, Recruitment and On-

boarding for operations in the United States, Northern

Ireland and Europe.

. Led and delivered employees and managers regarding HR Policies

and procedures, Benefits, Leave of Absence, Training,

Conflict Resolution and Career Development.

. Managed Tuition Assistance Program with an Annual Budget of

$1.4M.

. Implemented the New Global STAR (Seagate Tuition Assistance

Reimbursement) software application and created training

documentation and instructed 700 employees in the United

States and Europe.

. Active co-leader, editor and participant on Global Six Sigma

projects to Standardize Processes in HR Central, Create

Metrics and Service Level requirements for reporting to the

HR Leadership Team and Cross Functional Process

Documentation.

. Owned Quality Audit of employee data in Oracle HRMS with 100%

accuracy.

. Controlled Employee File Maintenance for all domestic

Seagate employees (~8000 files).

IT HelpDesk Dec 2000 - May 2004

. First point of contact for employees with computer hardware,

software, email, WEB applications, printer and networking

issues.

. Create and Publish questions and resolutions in the IT HelpDesk

Knowledge-Base.

. Facilitated one-on-one technical training for company

applications.

. Utilized Remedy Actions Systems to report and track all

technical issues and reports.

. Maintained above average (73%) First Time Fix Rate for all

service calls.

Customer Service Jul 1997 - Dec 2000

. Specialized in configuration and compatibility of over 400

Seagate storage products to assist

our customers with obtaining a suitable replacement.

. Liaison between Customer Support, Technical Support and Seagate

Pre-Sales Support.

. Trained new employee on Products, Customer Service skills and

applicable software.

. Led a team of 5 in dealing with Escalated customer issues.

. Developed and published Customer Service training documents and

manual for Warranty Repair CSR's.

ACTIVITIES:

. Design for Six Sigma: Green Belt Certification

. Dell Trained in DPMF, ITIL v3

. PMP and ITIL3 Certification: Scheduled completion Fall 2010

. Volunteer Teaching Assistant for Professor of Business and

Psychology, Univ. of Phoenix

. Member, SHRM, Oklahoma City Chapter, 2003-2007

. Member of American Sociological Association, 2004-Present

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