Project Management Customer Service

Kim R. Fish

*****@**********.***

**** ******** ***** **************, ** 23116 804-***-****

Professional Summary

Motivated professional whose career demonstrates consistent growth, effective strategic planning and management by delivering quality technical and customer services to the academic community. Recognized for strong leadership skills, excellent written and oral communications, strong organizational skills, quick analytical ability, and guiding management teams to achieve organizational objectives.

Experience

Manager of Client Services 2017 – present

Hampden-Sydney College, Hampden-Sydney VA

Client Relations – Act as primary contact to ensure requests and questions are promptly resolved, and information regarding services and programs is appropriately provided. Monitor service delivery ensuring deadlines and expectations are met. Accountable for strategic and tactical planning and program implementation.

Account Management – Oversee implementation of effective business practices and ensure operational excellence to further enhance client satisfaction. Conduct regular reviews of expenses, revenues, etc. Ensure operations are cost effective and within budget constraints. Implement expense saving strategies as necessary and appropriate. Act as a facilitator of processes across departments.

Staff Management - Lead recruiting, interviewing, and hiring processes. Actively develop employees by providing leadership through effective objective setting, delegation, and communication. Conduct meetings to ensure that personnel are well informed of changes in programs, policies, procedures and initiatives. Oversee and conduct performance appraisals. Provide measurable feedback to staff and suggestions for improved performance. Deliver appropriate recognition and corrective action as needed.

Administration - Work closely with stakeholders and resources at all levels of the organization to build and maintain positive relationships and ensure proper administration of policy, practice, and procedure regarding travel, payroll, expense reporting and reimbursement, facilities management, information technology administration, etc. Assume responsibility for preparation, monitoring, and compliance of related budgets and budgetary guidelines.

Manager, User Services, Information and Technology Services 1998 - 2016

Randolph-Macon College, Ashland, VA

Provide day-to-day leadership and guidance to deliver high quality technical and customer service to the Randolph-Macon College community

Provide project management of new hardware, software upgrades, and student network connectivity; Windows and MAC software upgrades, various anti-virus products; wireless connectivity roll-outs

Provided project management of email migration from MS Exchange on premise to Office 365 of 20k mail boxes and the rollout of OneDrive

Collaborated with internal and external teams on various projects

Provided project management of Microsoft Sharepoint as the College’s intranet and collaborative work sites

Provide project management on the migration from Sharepoint 2010 to Sharepoint 2013 of all department sites/application

Provided asset management of college-owned computers and three-year computer replacement cycles of hardware

Purchasing Agent for College hardware and software

Software licensing negotiations with 3rd party vendors

Tracking licensing agreements and regulations of College supported software

Coordinated with various departments to make sure licensing regulations were adhered to

Serve as administrator of Microsoft System Center, WSUS, and Track-It servers

Oversee and maintained direct policy of the College's computer resources

Serve as liaison to College departments regarding technical issues, software upgrades and training

Oversee assigned personnel, student technical assistants, and lab assistants

Design and maintain departmental web pages

Coordinate with ITS CIO regarding the department budget; manage work study budgets

Eliminated Helpdesk backlog; instituted a 24-hour response turn-around Established Student Helpdesk and “Get Connected” student move-in programs

Acted as the technical consultant to the Randolph-Macon College reaccreditation committee

Served as College liaison to all outside groups requiring College technology resources such as EdTech, Virginia State Science Fair, Virginia State Police, and VFIC Ethics Bowl

Initialized a training program for faculty and staff; coordinate and conduct supported software trainings for the College community

Initiated and facilitated CICV PC Users Group conferences

Fish

2

Adjunct Faculty 2010 - 2015

South University, Richmond, VA

Teach various technology and “Strategies for Success” classes

Manager, Development Information Services 1990 - 1998

Colby-Sawyer College, New London, NH

Coordinated and oversaw all daily operations associated with the Office of Development Information Services including PC hardware and software maintenance, and batch processing of the Alpha mainframe

Served as Quodata/Jenzabar System Administrator

Supervised functions related to gift processing and constituency management

Developed and maintained computerized departmental records using ALPHA mainframe and PCs, including the design and programming of appropriate databases, and data management/reporting systems using a variety of software

Performed technical analysis and interpretation of report data for senior officers

Maintained departmental operating budget

Provided training on PC and Alpha software for development and campus staff

Technical Training

Microsoft Windows 7/10, MS Office 2016; MS Project; Sitecore, Dreamweaver, Sharepoint Network Protocol – TCP/IP;

Associations

Mentor, Strayer University

Member, Freshman Orientation, Randolph-Macon College

Technical consultant, Randolph-Macon College reaccreditation committee

Technology liaison to PBS annual EdTech and the Virginia State Science Fair

Member, ACM

Member, SIGUCCS

Consultant to CICV annual User Group conference

Education

Master of Science, Management Information Systems

Strayer University, Henrico, VA

Bachelor of Science, Elementary Education

Keene State College, Keene, NH

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