Heather Hootman
***** ***** ***. **, ***. *-***
Woodinville, WA 98072
Phone: 425-***-****
abmqr7@r.postjobfree.com
Dedicated and incisive Project Manager with a significant background in
the wireless industry eager to contribute unique technical writing,
quality assurance, and customer relations expertise toward supporting a
dynamic organization in optimizing bottom-line performance.
Profile
. Meticulous and focused problem solver with a solid reputation for
integrity, relationship-building skills, organizational skills, and
commitment to quality control and customer satisfaction.
. Highly skilled in requirements definition, priority-setting, project
plan development, risk identification and assessment, and vendor
evaluation and selection.
. Outstanding capabilities in flawlessly navigating the complete
systems/project management life cycle; considerable strengths in Agile
programming process.
. Specialize in efficiently directing and managing technical writers and
software developers in multiple website launches.
. Adept at managing key accounts with three of top four wireless
operators nationwide (AT&T, T-Mobile and Verizon Wireless).
. Highly skilled in driving enterprise-wide continuous improvement
initiatives, security remediation projects, and internal program
audits.
Professional Experience
Wireless Data Services, Kirkland, WA, 2002 to Present
Project Manager (2006 to Present)
. Steer complete project management lifecycle from requirements
specifications and SOPs through to enterprise-wide development,
integration and administration of existing and new WDS product and
service web sites.
. Facilitate cooperative and cohesive efforts among sales, marketing,
account managers, operations manager and executive staff for projects
such as launch of new AT&T International Care and Verizon West
Indirect call centers.
. Exhibit outstanding leadership talents as product owner within
development team using Agile methodology.
. Spearheaded launch of new business location and new line of business
in only six weeks.
. Serve as primary point of contact and sole subject matter expert for
customer issues relating to authored and hosted websites.
. Extensively work with Fortune 500 customers to analyze and accurately
define scope and establish timelines for commercial engagements.
. Championed \ project management for launch of new 400-seat call
center.
Continued ...
Heather Hootman ~ Page 2 of 2
Professional Experience continued ...
Regional Knowledge Manager (2005 to 2006)
. Directed, mentored, and motivated team of seven technical writers and
testers in authoring web content for wireless operators which
dramatically boosted customer satisfaction and decreased average call
center handle time.
. Elevated site uptime by optimizing customer service and standardizing
web features where possible.
. Integral member of global teams tasked with localization of several
websites, successfully reducing costs by customizing existing content
to specific client requirements.
Senior Knowledge Administrator (2002 to 2005)
. Assembled technical documentation for end users and Customer Service
Representatives of three major US wireless operators, effectively
slashing support calls as well as technology device returns.
. Rapidly promoted to senior role based on exceptional performance in
streamlining content development, fortifying quality and cost control,
and bolstering team productivity.
. Trained and advised documentation team in writing standards and best
practices.
. Seamlessly partnered with IT staff, executive managers, and developers
in completing broad range of projects.
. Suggested enhancing technical guides with images and project-managed
initiative to significantly strengthen reader comprehension.
Prior Background:
Technical Specialist, PricewaterhouseCoopers, Tampa FL, 2001 to 2002
Technical Specialist (Contract), ARC/Verizon, Tampa FL, 1999 to 2001
Professional Development / Specialized Training
SharePoint 3.0 Level 1, Bellevue Community College, Bellevue, WA, 2009
Project Management Fundamentals, Comsys, Kirkland, WA, 2007
Software Development and Requirements Gathering, Comsys, Kirkland, WA, 2007
ISO 9001:2000 Internal Auditors Certified, AQS Management Systems, Las
Vegas, NV, 2005
Saint Petersburg College, Saint Petersburg, FL 1996-1997
Technical Expertise
UNIX, SCO, Mac platforms, Windows (all versions), Microsoft Office Suite,
PeopleSoft, SAP GUI, UNIX, Solaris, HP, AIX, Best1, Tivoli, SEQ5, ISO
9000:2000, SharePoint 3.0