Project Manager Customer Service
Resume:
Denise Powell-Allen
Email: **********@********.***
Address: **** ********* ***** **
City: Alexandria
State: VA
Zip: 22309
Country: USA
Phone: 703-***-****
Skill Level: Experienced
Salary Range: $55,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Denise R. Powell-Allen
8220 Claremont Woods Drive
Alexandria, VA 22309
Email: **********@********.***
Phone: 703-***-****
Public Trust Security Clearance
Objective:
To obtain a challenging management position that allows me to utilize my technical, telecommunications and project management skills in a client-focused and results-driven environment.
Education & Certifications:
Public Trust Security Clearance 2010
CompTIA A+ Certification 2010
Bachelor of Art in Business - Management 2009
Strayer University (Cum Laude Graduate: 3.6 GPA)
Masters Certificate in Project Management 2001
George Washington University
Professional Experience Summary:
*Network Operation Center Analyst-URS/Apptis
*Senior PC Technician - Lockheed Martin ISS SEC Program
*Call Center Team Lead/Network Operations Center - Verizon Communications
*Project Manager / Team Leader - Verizon Communications
*Customer Service Representative - C & P Telephone Company
Work Experience:
Apptis Inc., April 28, 2011 to Present
-Network Operation Center Analyst - Monitor performance of the network, storage, servers and applications, from the perspective of the horizontal views of the infrastructure (e.g., all network, all servers) to the vertical views of the business groups (e.g., all infrastructure components delivering service to the Mission Control Center).
-Check external feeds using putty and basic UNIX commands
-Experience working in an Operations Center/Team Environment.
-Troubleshoot network connectivity issue using PING and TRACEROUTE commands.
-Monitor CA Spectrum for alerts from servers and report any exceptions
-Monitor Big Brother for UNIX servers and report any exceptions
-Monitor Sensaphone for Regional data center environment`s and report any exceptions
-Monitor NetCool for server process and application failures and report any exceptions
-Monitor and respond to alerts/alarms generated by the monitoring support systems (HP Open view, Net IQ, NetCool)
-Resolve issues as they arise or escalate to Level 3 support as required while coordinating all communications from a central operating point.
-Clearly documented information regarding issues, status, etc. to the next shift and within system logs for tracking and trend analysis.
-Creation of daily, weekly and monthly reports clearly displaying analysis of Networked infrastructure enterprise environment.
-Propose changes and improvements to the processes and procedures that will improve operational efficiency.
-Coordinates activities within Network Operations and other internal teams (Data Center Operations, Help Desk, Operations Engineering, and other Operations Teams).
-Coordinate scheduled and unscheduled power down/up events of regional office`s
-Proactively demonstrated creative problem solving, identification of potential issues, 24x7 monitoring, recovery, network performance management, preventative maintenance, diagnosing complex issues, and working with various technology disciplines in troubleshooting activities.
-Experience with diagnosing and troubleshooting Spectrum Alarms.
-After hour Helpdesk performs troubleshooting support for RSA, Citrix and Blackberry`s.
-Experience managing ITSM Alert queue and respond by updating -ckets accordingly to meet SLAs.
Department of Interior September 2012
Desktop Support
-Active directory administration (creating new user accounts, editing, resetting passwords, creating groups, assigning rights)
-Microsoft exchange server 2003/2007 administration (creating new accounts, assigning mailbox rights and security)
-Microsoft Outlook 2010 administration (adding emails, profiles)
-Preparing desktops/laptops for users, creating user profiles
-Moved users and computers as requested
-Added or installed all approved hardware and software requests
Department of Labor (Accentia) Washington DC
Desktop Support/PC Deployment Specialist October 2011
-Windows 7 deployment as described below
-Tested and analyzed both desktop and laptop as well as software malfunctions to resolve physical and logical processing problems
-Installed, configured and made operational equipment for employees
Security and Exchange Commission (Netstar) 2010-2011
Senior PC Technician - PC Deployment project
-Imaged, configured, collected and transferred user data, and deployed 1000 SEC workstations.
-Received and imaged new systems, recorded and tracked asset information, collected and migrated user data, profiles and applications, performed quality assurance check, and performed user orientation/training
-Organized and delegated daily deployment assignments.
-Created and maintained two daily status reports using both MS Word andExcel. The report was extensive and included all fully deployed desktops, ready for deployment desktops, and all issues that impeded the progress of the project.
-Demonstrated great adaptability and ability to work under pressure, meeting deadlines with limited resources and frequent project direction changes
-Booted up old desktop, migrated existing data (all user profiles, application data, file extensions, bookmarks and shortcuts)
-On the new desktop, installed any additional SEC approved software applications from old desktop
-Reconnected new desktop workstation and accessories at user`s location and ensured cable management was as clean as possible. Situated new computer at same location unless otherwise requested by user.
-Reconnected any SEC approved external peripherals. Reconfigured dual monitors and tested to ensure they functioned properly.
-Performed a thorough quality assurance check to verify new desktop was functioning correctly. This included verifying that any newly installed applications opened, network connectivity, and system peripherals worked as expected.
-Ensured new desktop had access to the SEC Active Directory, all user`s files and settings had been transferred, the user could log in, the user could print to both the network printer and any printer that was connected to the new desktop, the user could access Outlook and see both the Internet and Intranet.
-Provided each user with an approved 5-10 minute verbal orientation to the new desktop workstation. Gave a brief overview and instruction of MS Office 2007 Outlook, Word and Excel. Provided each user with the SEC-supplied user guide either in hard copy form or copied to their desktop.
Denise R. Powell-Allen **********@********.***
Verizon Communications: Call Center Team Lead 2004 - 2008
-Project Manager / Team Leader - Managed team of 5 customer service representatives in a call center environment providing comprehensive technical services, DS3, SONET, & Frame Relay Service for Inter-Exchange Carriers (IEC) within Verizon's Partner Solution Center.
-Completed 95% customer orders ahead of schedule. Improved call center efficiency resulting in 25% increase in volume. Provide updated dispatch information to technicians regarding installation/ maintenance service orders.
-Supervised employees, assisted with staffing decisions, reviewed employee grievances, identified and implemented resolution recommendations, and conducted employee performance reviews.
-Maintenance duty supervisor that worked with NOC to monitor for power failures, communication line alarms and other performance issues that may affect the network.
-Procedures Development - Monitored projects identified inter-related components, analyzed trends, and recommended process improvements and corrective actions to increase effectiveness.
-Process and Problem Analysis - Analyzed current processes to identify process gaps, made recommendations for changes. Evaluated and resolved complex problems with potential to affect large populations.
Verizon Communications: Project Manager / Team Leader 2000-2004
-Project Manager / Team Leader - Managed team of 20 providing technical installation and maintenance services to customers for Digital Data Service (DDS), Analog, DS1, DS3, ATM, Frame Relay, SONET, SABT, ISDN-Centrex, Fiber To The Home (FTTH), Circuits to support DSL and FLEXGROW.
-Monitored project status and adjusted work plans to achieve project objectives. Executed plans on schedule and within established budget parameters to meet organizational goals and objectives. Prepared budget requests for resource requirements and monitored expenses. Negotiated customer orders through the complete provisioning process up to and including billing. Coached and developed associates on new system implementations and organizational issues. Identified staffing needs and negotiated with management to obtain resources for projects.
-Problem Resolution / Root Cause Analysis - Gathered data and conducted in-depth problem analyses. Reviewed best practices and determined methods for problem resolution.
-Consultation - Provided authoritative guidance on strategic initiatives based on technical expertise. Developed and implemented streamlined escalation process for Fast Packet product & services (ATM, Frame Relay).
-Policy Interpretation - Reviewed & interpreted written guidelines, precedents & standardized work practices and applied to a variety of unprecedented or problematic situations. Monitored application of guidance to include management control issues. Conducted reviews to ensure guidance and work practices met organizational goals and objectives.
C & P Telephone Company: Customer Service Representative 1984 - 2000
-Customer Support / Account Management - Reviewed and processed Access Service Requests from carriers and end-users. Interacted with existing and prospective customers and public to support needs and enhance business relationships. Responded to questions regarding products and services. Researched customer complaints and provided efficient follow-up on accounts.
-Problem Resolution / Root Cause Analysis - Diagnosed and resolved problems by offering solutions. Analyzed problems, identified options, and recommended escalations.
Critical Skills:
*Project Management
*Knowledge of SEC computing environment
*Operations/Call Center Management
*Ordering, Provisioning and Billing
*PC Configuration and Technical Support
*Problem Management/Root Cause Analysis
*Workforce Management
*Process Development
*Quality for Project Managers
*Developing High Performance Teams
*Optical Technology Overview
*Scheduling/Cost Control
Reference available upon request
Contact this candidate