IT Professional
Resume:
Summary
Experienced Project Manager with vast IT experience. Skills include computer networking, analytical thinking and creative problem solving. Able to apply customer service concepts to IT to improve user experience for clients, employees and administration.
Contact Information
***.***********@*****.***
Employment Eligibility
Authorized to work in the US for any employer
Willing to undergo a background check, in accordance with local law/regulations
Work Experience
IT Business Analyst
Alorica - Huntsville, AL
2012 to Present
Played a critical role in the company's productivity, efficiency and profitability. Identified and capitalized on opportunities to evaluate the client's business objectives and compare them to solution offerings ensuring the client is maximizing the services provided.
• Worked with the business to identify opportunities for improvement in business operations and processes by analyzing trends utilizing real data.
• Facilitated client facing IT communications to software and application developers to get the job done without managerial interjection.
• Documented comprehensive management plans for each project and held regular stakeholder meeting to keep interested parties updated in project progress.
• Determined and documented user requirements for business processes and abided by those requirements for future projects.
• Interacted with system architects and developers to ensure IT systems properly implemented.
• Developed comprehensive test cases at the application and multi-application levels. less
Client Operations Program Manager
West Corporation - Huntsville, AL
2009 to 2012
Created an effective working environment where individuals were free to apply their skills in pursuit of departmental objectives.
• Focused on building teams based on trust and shared values.
• Developed and supported a team dedicated to high performance.
• Created action plans to quickly and effectively address problems. • Identified process improvement opportunities to drive operational efficiencies.
• Monitored all key metrics in support of meeting/exceeding initiative objectives.
• Maintained positive, consistent, and effective communications with staff and Senior Leadership teams
Client Services Program Manager
West Corporation - Huntsville, AL
2007 to 2009
Managed and protected the relationship between the company and its most important clients. Aim to maximize long-term revenue opportunities by become trusted adviser and strengthening client loyalty. Ability to identify and organize services, such as training or planned maintenance, that help the client make more productive use of the company's products.
Operations Team Supervisor
West Corporation - Huntsville, AL
2005 to 2007
Promoted rapidly through a series of increasingly responsible positions based on team leadership performance, attention to detail and accuracy. Responsible for leading and coaching a team of salespeople. Giving salespeople what they needed to succeed.
Client Technology Manager
Starwood Hotels & Resorts - Orlando, FL
2000 to 2005
Responsible for effectively and efficiently leading, managing and delivering process improvement through understanding, documenting, implementing and testing processes, knowledge, tools and technology. Worked collaboratively with the leadership team to understand goals and objectives related to the user experience needs as well as opportunities for process improvement and efficiencies.
Education
B.A. in English Literature
North Carolina State University
Skills
Project Planning (10+ years)
Microsoft Office (10+ years)
Client/Vendor Relations (10+ years)
Microsoft SQL Server (10+ years)
Project Planning and Management (10+ years)
Financial Analysis / Budgeting (10+ years)
Cross Functional Team Leadership (10+ years)
Software Documentation (10+ years)
Oracle (5+ Years)
Service Now (3+ Years)
Links
http://linkedin.com/in/***.***********@*****.***
Certifications/Licenses
Six Sigma Black Belt Certified
January 2001 to Present
The IASSC Certified Six Sigma Black Belt is a professional who is well versed in the Lean Six Sigma Methodology, who leads complex improvement projects
Additional Information
Strategic Execution of Organizational Goals Process and Procedure Development
Maintain high standards of accuracy and compliance
Database concepts; data modeling, database design and development, optimization techniques Knowledge of statistics and statistical analysis techniques
Some programming knowledge and experience
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