Project Management Support

Profile:

Motivated, personable business professional with 10+ years of experience as a project management, management and technical analyst. Areas of expertise include; database design, application design, technical support, operational support, process design, triage, system migration support, application support, hardware support, sales support, customer retention, damage control, dispatching, emergency after-hours support, SQL, documentation, training, business analysis and custom reporting. Experienced team player with excellent inter-personal skills in business, technology, and management; including communication using email, phone, virtual, application, ticketing, and in person. Recognized by colleagues as extremely intuitive, efficient and effective always.

Summary:

Business: Process Design, Process Analysis, Process Documentation, System Documentation, Training, Training Material Creation, Risk Management, Customer Support, Customer Management, Change Management, Project Management, Requirements Gathering, Custom Sensitive Research, Root Cause Analysis, Resolution Management, Mediation and Team Building.

Technical: SQL, Custom Applications, Windows, Office, Medical Scheduling Software, Interface Design, Data Modeling, Database Design, Software Development Lifecycle, Application Testing, Custom Reporting, Networking, Hardware Support, HIPAA, Case/Ticketing Management and Data Handling Security.

Experience:

Stericycle – Scottsdale, AZ

Tier 2 Technical Services Group, 2012-2017

Versed in managing several interactive development projects for multiple clients simultaneously from start to finish.

Experienced in meeting project deadlines and proper resource allocations.

Experienced in creating project plans, project processes, project scope documentation, deliverable schedules, and resource allocation estimates.

Excellent written and verbal communication skills with solid follow up skills to achieve results and customer satisfaction.

Natural leader and team player experienced in navigating high risk and highly sensitive situations in a myriad of complex structural and political scenarios.

Organized, detail oriented, and great at follow-through

Highly developed ability to solve and identify issues facilitation proactive and reactive resolution.

Experienced in managing difficult, time sensitive, and emotional charges situations while efficiently providing best service possible including executive and high risk escalations.

Experienced in organizing multiple tasks and projects in a fast paced environment.

Independently motivated to produce results driven results using all resources available to deliver the best service.

Experienced in simultaneously managing multiple projects using different project management processes including Agile, Interactive, and Waterfall to apply the best process to achieve the best results.

Experienced in translating customer needs into technical requirements and technical investigation of options.

Responsible for day to day end level support and maintenance of internal systems, applications, and operations.

24-hour support for systems and client issues, which included custom emergency messaging and tracking.

Installation of custom software and custom SQL to install custom vendor software.

Responsible for Training, Training Documentation, Departmental Documentation Process Documentation, System Documentation, Project Documentation, and Case Documentation.

Performed custom research upon request, including custom created SQL reports, root cause analysis, and process reviews.

Reviewed and enforced of change control policies and processes, successfully through multiple system migrations.

Migration, implementation, and consolidation of systems and processes, including completing over half of primary systems migrations over 6 months ahead of schedule.

Provided process and systems analysis resulting in 300% increase in departmental operational efficiency.

Responsible for data integrity and data process enforcement to match business processes, including new software design and analysis.

Directly worked with developers, customers, client’s customers and management to facilitate effective and timely resolution of business and customer needs.

Reviewed processes resulting in more than doubling deliverable accuracy and efficiencies of provided by department.

Responsible for reviewing operational and technical records to identify training, development, customer, and business needs.

Identified and reported more system processing issues than anyone else in the division resulting in corrections in billing and client facing services.

Recognized as site’s most awarded employee and best resource for analysis, including designing on client on-boarding process that resulted in over a 300% increase in efficiency and deliverable speed.

Created, maintained, and updated all departmental processes and documentation facilitating to handle twice as many service requests.

Senior culture ambassador for 4 years with highest site culture score and site employee satisfaction in company.

State Farm (Technisource Contractor) – Tempe, AZ

Insurance Support Center Service Desk Analyst, 2008-2012

Provided internal, external, executive, and customer support including maintaining top 5% measured metrics in role.

Responsible for custom software support for over 500 custom proprietary and purchased applications.

Recommended improvements to software design resulting in reduction of over 400+ service calls a week and saved millions in increased revenue.

Accountable for managing vendor dispatching and resolution documentation and tracking of over a 100+ cases a day.

Assisted in mentoring up to 8 new team members at a time on proper resolution of support requests while still performing personal duties.

Responsible for updating existing documentation and existing processes to improve operational solution delivery.

Maintained user security enforcement for systems and data security for over 100,000+ users.

Provided the highest measured first call resolution for hardware support for 2 years in department and the lowest repeat dispatch rate for hardware support.

Managed emergency and on-call support to all levels of the organization; including external customers, vendors, internal employees, contractors, and executive total support as part of 8-person special response team for site.

Dell (Etelecare Contractor)– Tempe, AZ

Corporate Business Group Hardware Support Representative, 2008

Provided all levels of warranty support on all products while maintaining a repeat dispatch rate under half company average.

Reviewed troubleshooting process trees and submitted updates including identifying troubleshooting process issues like re-seating processors on models with thermal cooling paste without replacement thermal cooling paste.

Best call practices modeled after personal call process, including scoring the first perfect quality assurance review.

Provided executive level support for executive’s clients like high risk support for high liability and special customer support.

Maintained top 5 metric performance for entire placement.

Education:

Bachelor of Science in Computer Information Systems – Tempe, AZ

Arizona State University W. P. Carey School of Business, 2005

Associate in Computer Information Systems – Mesa, AZ

Mesa Community College, 2003

Associate in Computer Accountancy – Mesa, AZ

Mesa Community College, 2003

Associate in General Business – MGT/FIN/ECN/REA/SCM – Mesa, AZ

Mesa Community College, 2003

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