Project Manager Information Technology
Resume:
Cynthia R. Morrisey
**************@*****.***
www.linkedin.com/pub/cynthia-morrisey/17/3b6/919/
I am a Senior Technical Analyst/Executive Level Customer Support Specialist with 15 years of hands-on experience in Desktop/Customer Support, Administration and Project Management. I have excellent written and oral communication skills. I also have the following skill set:
•Troubleshooting & Integration – Help Desk Customer Support – Call Ticket
•Documentation Specialist/Technical Writer
•Technical guru with the ability to fix a wide variety of client software issues with speed and precision.
•Over 10 years of experience troubleshooting extremely complex applications in a diverse workforce.
•Highly skilled in managing projects through the entire life cycle from Board Member Support to internal client groups, including meeting customer expectations and requirements.
•Ability to partner and collaborate while maintaining a flexible work style to meet business needs and overall strategic goals to deliver desired end results.
•Extremely passionate about emerging technology and continue to find innovative solutions through ongoing awareness in the technology field.
•Development and Implementation – Trouble Shooting – Innovation – User Interface Hardware Computer Interface – Processing Efficiency
•Project Management – Client Interaction – Team Development – ITIL Certified - HDI
You will see from my enclosed resume that I meet all of these qualifications and more.
I would very much like to discuss opportunities with you. To schedule an interview, please call me at 202-***-****. The best time to reach me is between 9 a.m. and 5 p.m., but you can leave a voice message at any time, and I will return your call.
Thank you for taking the time to review my resume. I look forward to talking with you.
Computer Information Systems and Administration
Calendaring, Filing, Data Entry, Phone Management, Coordinator, Asset Management, Billing, Blackberry, Budgeting, Configure, Connectivity, Control Systems, Desktop Computer, Documentation, Encryption, Hardware/Systems, Help Desk, Information Technology, Inventory, Laptop Computer, Legacy, Management, Microsoft Active Directory, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Modems, Operating Systems, Peregrine, Personal Conferencing Specification (PCS), Portfolio Management, Pretty Good Privacy, Project Leader, Project Manager, Remedy, Scheduling, Software, Software Installation, Systems Development, Training, Troubleshooting, Windows 7, Windows XP
CYNTHIA R. MORRISEY
Phone: 202-***-****
**************@*****.***
http://www.linkedin.com/pub/cynthia-morrisey/17/3b6/919
Career Profile:
A highly dynamic talented Technical/Administrative professional with over 15 years’ experience. Good analytical skills, problem solving abilities and high level administrative skills. Seeking an opportunity in an organization where my technical and administrative skills and knowledge can be utilized.
Communication: Recognizing the pivotal role of communication in the success of any project, I have continuously developed open, ongoing channels of communication with managers throughout the agency and throughout my previous roles. My deservedly excellent reputation for prompt, accurate, sound, and well-researched responses to both management and employees while thinking strategically has been earned and is well-known throughout the agency.
Taking a disciplinary action or improving performance may well be the culminating event, but the education of the supervisor becomes an ongoing asset to the agency. That process of continuously communicating with the supervisor to explain certain IT processes, define limitations, explain statutory requirements, and build strategic relationships benefits both leadership and the agency.
Through scheduled and on-demand status and progress reports (matrix driven) to my supervisors (up to the department level), I have demonstrated flexibility in communication styles and delivery systems. Whether in-person or through electronic means, my communications skills have been proven to be highly effective to explain, negotiate, persuade, or gain concurrence.
Planning and Project Management: Served as Project Manager for all Leadership Volunteer Information Technology Services (ITS) related projects. Responsible for planning, budgeting, acquiring, configuring, testing, training, supporting and maintaining the hardware (laptops, desktops, all-in-one printers, Blackberry) for all Leadership Volunteers which consisted of the following: Board of Directors, State Presidents, Regional Volunteer Directors and Information Centers.
Served as the point of contact regarding Leadership Volunteer issues, concerns and projects.
Planning and Leadership: I gained cooperation and trust and fostered a culture of teamwork and partnering while providing oversight on special projects and departmental initiatives. I maintained an open line of communication while building strategic relationships between supervisors, managers, senior level management. I ensured that responsible decision regarding employee actions were made according to directives, policies, procedures of IT and the agency. Identifying department needs to ensure strategies where aligned with the Agency and its strategies and goals.
Technical Knowledge: Computer Information Systems and Administration
Calendaring, Filing, Data Entry, Phone Management, Coordinator, Asset Management, Billing, Blackberry, Budgeting, Configure, Connectivity, Control Systems, Desktop Computer, Documentation, Encryption, Hardware/Systems, Help Desk, Information Technology, Inventory, Laptop Computer, Legacy, Management, Microsoft Active Directory, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Microsoft Project, Visio, Microsoft Access, Crystal Reports, Inventory Tracking, Modems, Operating Systems, Peregrine, Personal Conferencing Specification (PCS), Portfolio Management, Pretty Good Privacy, Project Leader, Project Manager, Remedy, Scheduling, Software, Software Installation, Systems Development, Training, Troubleshooting, Windows 7/8/8.1, Windows XP, SharePoint
Professional Strength
Detail-oriented and possess ability to multi-task effectively
Ability to read and interpret complex oral and written instructions
Possess excellent verbal and written communication skills
Possess excellent management and organization skills
Patience and the ability to perform tasks accurately
Ability to prepare, compose and assemble confidential information
I served and an Administrative Specialist in the Membership Department of AARP for over 4 years. I was responsible for ensuring phone coverage, filing, expense statements, travel arrangements and calendaring for the Director and Manager of the Department.
As an Administrator, I was responsible for the creation of many types of documentation (training, correspondence, databases, etc.) I was also responsible for reconciling expense statements which required the use of a calculator. I can type at least 55 wpm
PROFESSIONAL EXPERIENCE
*Displaced Worker/Independent Contractor 2013-Present
During this transition I have volunteered at various Food Banks and Homeless Shelters and social organizations that participate in feeding the homeless.
I have also worked as a contractor as an administrative/technical lead of an operating system upgrade.
Pinnacle Technical Services
Site Technical Deployment Lead (Contractor) Nov 2012 – Jan 2013
The Technical Deployment Lead (TDL) serves as the primary interface with the end users. The role uses their technical expertise and knowledge to understand the client’s requirements and will direct the Deployment Tech’s (DT) daily activity. The TDL maintains an issue log and escalates any issues to the technical resolver group for immediate resolution. Confirms site issue logs are available to the PM performing program level issue tracking; informing the management of these concerns and the client’s expectation.
Oversee appropriate setup and signoff of the client deployment site ensuring everything required is in place prior to deployment
Develop Resource Plan with PM confirming the requirements needed to complete each day’s/week’s activities
Work with the local Scheduling Coordinator to schedule the number of DTs needed based on the Resource Plan that has been built to achieve the daily throughput required.
Interview DT candidates as required.
Make recommendations to Scheduling Coordinator for team membership, based on technician interviews.
Set team and individual expectations for expected on the job conduct and work ethic.
Instruct DTs on the deployment, reporting and migration processes. Provide performance feedback to the local Scheduling Coordinator and PM, identifying assigned personnel that may need to be replaced.
Track hardware inventories with the PM to ensure sufficient quantities/models for the deployment are available (as required).
Organize the documentation for each day’s deployment ( application inventories, drop off, pickup), - including schedule changes
Interface with users if there are issues or if the assigned technician cannot answer client queries or concerns.
Prepare machines for completion, e.g., attach machine labels, insert pick up form, and desk drops
Provide documentation of application discrepancies against the received asset to the PM for installation decision from the client for the particular user.
Troubleshoot/remediate issues that arise. Issues can include, but are not limited to, application functionality, network connectivity, printer issues, hardware failures, build issues experienced by the technicians and issues identified by build resolver groups (i.e. Central Services UGSI)
Ensure the PM is kept informed of any issues immediately to ensure any escalations can be dealt with from a position of knowledge.
Perform Quality checks as defined by the client and desktop architects
Submit contractors hourly/weekly report to the PM for review and approval
Troubleshoot/remediate issues that arise. Issues can include, but are not limited to, application functionality, network connectivity, printer issues, hardware failures, build issues experienced by the technicians and issues identified by build resolver groups (i.e. Central Services UGSI)
Ensure the PM is kept informed of any issues immediately to ensure any escalations can be dealt with from a position of knowledge.
Submit contractors hourly/weekly report to the PM for review and approval
AARP, Washington, DC, 2009 - 2010
Acting, Supervisor Help Desk
Served as Acting Supervisor of a Help Desk of six which provided technical assistance and resolution to staff of 2500.
Managed the daily activities of the Help Desk Customer Support functions such as staff call ticket assignment, handling, escalation and closure of active requests.
Managed and coached staff while tracking leaves requests.
Met client and Board Members needs by creating innovative approaches to current technical process and procedures.
Provided coaching and counseling to employees and supervisors regarding performance management, disciplinary actions, policies and legal issues.
Developed performance plans and measurements to ensure employees are performing according to job duties while coaching and delivering high customer service to internal and external clients.
Sr. Technical Analyst/Project Manager Volunteer Help Desk 2000-2010
Customer Support Services – Continually ensured the proper handling and resolution of all Leadership Volunteers inquiries by Volunteer Help Desk (VHD) staff by monitoring support queues, load-balancing call ticket assignments, phone coverage. Developed technical tips and documented procedures/processes that helped facilitate VHD staff’s resolution of issues. Handled escalated matters that staffs were introduced to that required a final decision or further research regarding policy and procedure. Promoted cross-training for staff to gain valuable hardware and software knowledge that would be utilized to better serve our Leadership Volunteers.
Held bi-weekly staff meetings to update staff on action items for the week and discussed and resolved any issues from the previous week and determined workflow for upcoming weeks. Provided weekly status reports to upper management to ensure awareness of progress, issues, projects and/or concerns regarding our supported volunteers. Determined projects and strategies for the upcoming year and recommended items for acquisition to assist in budgeting requirements.
Provided developmental advice/plan for upgrading skills and knowledge in the Information Technology field via classes, documentation, one on one training and cross-training. Recommended staff members for recognition both monetary and other manners. Served as the point of contact regarding Leadership Volunteer issues, concerns and projects.
Accomplishments
Served as Project Manager for all Leadership Volunteer ITS related projects to completion on schedule and within budget. Responsible for planning, budgeting, acquiring, configuring, testing, training, supporting and maintaining the hardware (laptops, desktops, all-in-one printers, Blackberry) for all Leadership Volunteers which consisted of the following: Board of Directors, State Presidents, Regional Volunteer Directors and Information Centers.
Assistant Project Manager/Matrixed Desktop Enterprise 1997– 2000
Created, updated and monitored Desktop Project Plans by ensuring that timeframes, budget and resources were within the scope of the agreed upon project with Business Units.
Managed cross-functional relationships between Information Technology Services (ITS) and Business Units to ensure successful project completion.
Coordinated and assigned resources to required tasks and set timelines for multiple tasks (hardware/software acquisition and testing and installation).
Determined and developed the flow of processes to ensure the viability of successful projects.
Communicated with vendors via direct calls and the web to confirm lifespan and compliance of existing enterprise products in use by the Association.
Developed and produced Business Statements for all enterprise-wide applications associated with the Desktop.
Provided extensive research to develop a compilation of materials from the web and vendors needed to serve as a resource for ITS staff.
Provided various administrative functions for Technical Services Manager to assist with the daily operations of the section (i.e. information verification, data compilation, tool creation, etc.).
Held project meetings and provided status reports.
Created legacy data resources for Information Technology Services for future reference.
Accomplishments
Created and designed control systems to effectively and efficiently streamline system processes. Supported the systems and development process with testing of new system configurations (laptops and desktops) and new software.
Sr. Technical Analyst 1995 – 2000
Assisted Help Desk Project Manager with daily operations of section.
Provided problem resolution support to incoming calls to the ITS Help Desk.
Assisted individuals and work groups in developing or improving procedures using automated tools/systems. Developed reference materials or aids to support system usage. Identified needs/problems that required a support contract; met with the client, drafted agreements, identified resources and saw the contract through to completion.
Supported the systems development process with testing of new systems, and/or supported system reviews by testing new software. Served as project leader on special assignments, workshops, support contracts, or ITS-wide activities. Supported the training effort as a teaching assistant or, as an adjunct instructor.
Knowledge of hardware and peripherals (printers, modems, etc.) and general troubleshooting/maintenance procedures.
Excellent communication skills.
Accomplishments
Resolved complex problems and/or escalated to senior IT staff. Provided informational resources and counseled user community, provided advice on appropriate course of action to ensure customer satisfaction.
EDUCATION AND TRAINING
University of Maryland University College
Computer Information Systems
EDCP 100 -- Principles & Strategies of Successful Learning, Fall 2006
Library Sciences 150, Fall 2006, American Government 170, Fall 2006
Information Technology Infrastructure Library (ITIL) – 2007
Kepnoe Tregoe Project Management, Presentation Skills Development
Content Management Service, Portfolio Management – Change point
Asset Management – Hardware/Software, REMEDY/HEAT/Peregrine – Call Ticketing/Tracking System(s)
REFERENCES
For
Cynthia Morrisey
Annette Nelson
Title: Annette Nelson, MS, MBA
Department: West Branch Chief
Labor and Employee Relations Division
Food Safety and Inspection Service
Company: Office of Management
Office of Human Resources
PPIII, Room 8-254, Mailstop 3707
City: Washington
State: DC
Zip Code: 20250-3707
Voice: 301-***-****
Cell: 202-***-****/ Cell: 240-***-****
Fax: 202-***-****
Email: *******.******@****.****.***
Edna Kane-Williams (Edna)
Title: Vice President Multicultural Markets
Department: Member-EVP's Office
Company: AARP
Street Address: 601 E St NW
City: Washington
State: DC
Zip Code: 20049
Office: A6-310
Phone: 202-***-****
Cell: 202-***-****
Email: *************@****.***
Veronica Coates (Veronica D.)
Title: Mgr. Tax-Aide Technology Services
Department: FDN-Program-Tax Aide
Company: AARP Foundation
Street Address: 601 E St NW
City: Washington
State: DC
Zip Code: 20049
Office: B4-450
Phone: 202-***-****
Email: *******@****.***
Dannah Head (Dannah M.)
Title: Dir., Integrated Technology Support
Department: ITS-Ops Management
Company: AARP
Street Address: 601 E St NW
City: Washington
State: DC
Zip Code: 20049
Office: A5-530
Phone: 202-***-****
Email: *****@****.***
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