Project Manager Customer Service

A skillful Project Manager with over ten (**) years of combined

Implementation, Systems Training, Customer Service, Product Consulting and

Field Services experience.

Relevant Skills

. Successful at monitoring, controlling and closing project

deliverables to customers satisfaction

. Expert in establishing and nurturing customer relationships

. Customer service driven with excellent problem solving, business

requirements gathering and analytical skills

. Effective and motivating trainer, facilitator and communicator

. Strong technical writing and curriculum development experience

. Proficient in creating training aids and technical manuals

. Excel in identifying training needs and resource coordination

. Outstanding organizational, time management and leadership skills

MS Office Suite (Excel, Word, Power Point, Outlook); Lotus Notes; PTC-Net

Estimator; Vantive; Windows Server configuration; Navision; DOS; Microsoft

Exchange; TCP/IP Protocols; SQL; SAP R/3, TRI & ETAS payroll operations;

Interwise Instructor; ToolBook II; MS Project Manager; MS Visio; Front

Page; Adobe PhotoShop; PMBOK Methodology; Modern English Sign Language

Experience

United Technologies Corp. /Onity Project Manager/Implementation Specialist

11/2002 - 03/2009

Project Manager

Strategically plan and manage the implementation of electronic and energy

based products operable via software and web applications for the

Hospitality, Commercial and Government sectors.

Effectively communicate between multiple levels of management, sales

staff, vendors, clients and other identified stakeholders.

Ensures project documentation including contract package, purchase

orders, change orders and sign-offs are complete, accurate and processed

in accordance with best practices.

. Assess clients' needs in order to schedule deliverables in a timely

manner and to monitor risk probability in

customized and complex environments with potential one to two year

implementation cycles.

Analyze data and produce monthly reports detailing performance.

. Identify and resolve post-sale hardware and/or application issues.

. Conduct on-site needs assessments and data testing to ensure customer

satisfaction and product integrity.

. Successfully meet monthly revenue goal of $306,400.00 in final

bills/reconciliations.

. Increase the profit margin of each project by 7% (on average) through

product consulting

converting into final sales via change orders.

Implementation Specialist

Traveled extensively throughout the U.S and abroad to facilitate detailed

training courses to the hospitality, commercial, military and education

industries on the operational abilities of 3 products.

Responsible for establishing and maintaining relationships with clients

from initial implementation, installation and "go live" phases of each

product (full lifecycle).

Responsible for determining the needs of post-sale clients within my

territory, resulting in site re-visitation, software modifications and/or

product re-packaging.

Installed and ran various network cables throughout customer site to

ensure proper connectivity and communications between Onity customized

front desk systems and client's current network environment.

Created and revised instructional, informational and needs assessment

documentation for internal and external use.

Experience Cont'd

TekSystems Software Trainer/Project Leader 04/2000 -

09/2002

Lucent Technologies (Consultant)

Traveled extensively throughout the U.S to train new and existing

employees on the use of TRI and SAP payroll system operations, using the

latest techniques in adult education and training technology.

Responsible for the development of computer-based and web-based training

courses using Authorware, ToolBook II and Interwise Instructor.

Designed instructional materials, presentation and training

format/structure for TRI/SAP conversion phases 2 & 3.

Project Leader for the development of an internal knowledge based tool

detailing employee's duties, functions and corporate policies and

procedures.

Created and broadcasted all technical communications concerning payroll

system conversion status and upgrades.

Tier 3 desk support for Lucent's Client Advocate department, assisting

with payroll "How to" questions as it relates to time data input, tax

deductions, contributions, benefits and check distribution.

. Assisted with the development and editing of informational content on

payroll web pages.

. Led "Train-the-Trainer" courses detailing proper payroll practices and

software operations.

. Survived 4 major cutbacks and became the only in house trainer located at

the corporate office.

PTC-Net, Inc. Implementation Specialist

01/2000 - 04/2000

Traveled throughout the U.S to train new and existing clients on the use

of estimating software used by general contractors and insurance giants.

Planned and implemented the installation of software, hardware and

peripherals in workstation and server environments.

Act as Tier 2 desk support for internal and external end-users.

Randstad Corporation Software Trainer

04/1998 - 11/2002

Harbinger (Consultant)

. Responsible for training internal and external clients on E-Commerce

applications during migration from legacy systems as well as train on

newly implemented CRM application.

. Coordinated the facilitation of private, corporate and public seminars,

meetings and training classes.

. Managed calls from clients and employees concerning the status of their

accounts and operational abilities of software applications.

Managed small staff of on-site, field and virtual office trainers.

Constructed daily and weekly reports detailing inventory control and

support call analysis.

Remained available for various assignments with Randstad as needed, ranging

from call center support to technical assistance.

Education

The Technology Center Project Management Professional, PMP

Georgia State University B.B.A., Business

Administration (pursued)

Jackson State University B.B.A., Business

Administration (pursued)

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