Project Customer Service

JAMES MESSLER, ITIL v* *.*******@*****.***

214-***-**** linkedin.com/in/jamesmessler

Project Coordinator

Professional Summary

Project Coordinator with project management and program management experience at industry-leading telecom giants and an online product development and research firm.

Can-do self-starter, team-oriented/ team leader and facilitator, with strong relationship building between internal and external stakeholders, team members, and major customers (up to C-Level).

Skilled in quality assurance and inventory control, best practices, project communication, Business Intelligence, CRM support, technical writing documentation and training.

PROFESIONAL EXPERIENCE

Verizon, Irving, TX 2015 – 2018

Verizon Business

Coordinator, Project Management, Verizon Enterprise Services

Collaborated with clients, guided and inspired cross-functional teams, and tapped into my leadership skills to successfully oversee every step of a project’s evolution – from initial stages to completed project.

Specific Project Highlights and Accomplishments:

•Executed and maintained project management processes in the areas of project schedule, quality management, communications management, risk/issue management, and change management.

• Drove Teams through adherence to company policies, processes and best business practices

•Developed and maintained project schedules and calendars with the input and assistance of transition leads

•Facilitated team meetings, providing meeting minutes and action items where needed

•Built strong communication channels with internal stakeholders in various departments: Sales, Professional Services, IT Operations, Development teams, Resource Management, Networking

•Tracked tasks assigned to the project team and prepare regular status reports

•Responsible for tracking project changes and producing updated schedules

•Gathered and reported performance measurement of on-going progress.

•Ensured smooth communication within the project team and other cross-functional teams

•Interfaced with internal/external stakeholders on a regular basis

DALLAS MARKET JOURNAL, Dallas, TX 2013 – 2014

Regional Online Media Marketing and Strategies Company

Online Marketing Strategist/ Coordinator

Provided Pro-bono Online Marketing Strategies for clients with the focus being “Who They Are” in their market rather than “what they did.” The goal was to portray the client as the Subject Matter Expert (SME) in their local area or region. Used MS Office suite, in particular, MS Project, to track on-going quality analysis status of each project and to maintain budget guidelines (one-person operation).

ERICSSON, INC. (Ericsson IPX/ Gemalto Netsize), Plano, Texas 2010 – 2013

SMS Program Manager – (Mobile SMS Text Messaging – Lifecycle Management)

Performed mobile messaging program management, which documented the process of assigned operators for on-boarding, certification, editing content, and audit guidelines involving multiple programs such as mobile messaging, subscription services, business case, and direct carrier billing submissions.

Specific Project Highlights and Accomplishments:

Recruited as part of IPX team, which developed mobile messaging business with $25 million in revenue.

Selected as Champion/ primary single-point-of-contact (SPOC) for mobile messaging programs with Sprint and chaired monthly conference meetings with Program Managers, Technical Operators, and Marketing Managers; resolving Action Items; created reports using excel.

Planned and implemented intense 2nd review process to ensure MMA guidelines were achieved, which led to reducing the number of program rejections from 30% to <10% for all operators/ carriers.

Provided business analysis, compliance guidance testing for customers along with root cause analysis; recognized as SME on MMA guidelines; created Monthly Program analysis Reports.

AMERISOFT, INC., Dallas, Texas 2006 – 2009

Online Retail Marketing Company

Project Coordinator (Team Lead – Software Development Life Cycle <SDLC> Management)

Led team of 8 in the development of several multi-media language Websites (over 20) and Foreign Language software programs geared toward faith-based home schoolers.

Set working and training schedule: coordinated tasks and resources with multiple teams; authored development and customer manuals, using Business Intelligence solutions; provided customer service/ contact center resolution support for end-users/customers on a daily basis.

Managed ERP for Product Development, Supported Project Communications, Business Analysis/ Market Research, and Inventory Control/ Internet Marketing projects and provided quality assurance testing which delivered products on time and on budget using DotProject software tools.

Specific Project Highlights and Accomplishments:

Coordinated development and marketing of three new, major language programs and websites enhancing SEO management, which were primary sources of new revenue for company.

Documented procedures of corporate knowledge base using MS Word, Excel, and PDF Creator for developers to create software products; reviewed and edited all web content.

EDUCATION

Certificate, Computer and Information Sciences

Computer Learning Center, Dallas, TX

Associate of Arts and Sciences, General Studies and Science

Eastfield College, Mesquite, TX

CERTIFICATIONS AND TECHNICAL SKILLS

ITIL v3 (Foundations) Certified; Microsoft Certified Professional (MCTS, SQL Server 2008)

Methodologies - Proficient with ITIL v3 (Foundations) process review; knowledgeable with Agile/ Scrum

Tools - Proficient in MS Office skills: Word, Excel, PowerPoint, ect…; and [Dot] .Project (freeware PM tool)

Web-based tools: UNIX, PuTTY; Windows XP, Vista, & Windows 7

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