Project Customer Service

PENNY L. CARD

**** ******** ***, ***** ** *****

ac8ke0@r.postjobfree.com 330-***-****

IT PROJECT MANAGER

Requirements Gathering Relationship Building System Implementation

PROFESSIONAL PROFILE

Accomplished Information Technology project management professional offering 15 years’ experience within a renowned telecommunications company coupled with a Master of Project Management (MPM) as well as an Master of Public Administration (MPA). Widespread knowledge of Six Sigma methodologies, project coordination, structural frameworks, staff training and systems implementations. Extensive knowledge of networking, routing and switching.

Possess expert knowledge of MS Office Site, QuickBooks, contract management and project management.

Expertise in team management, project plan creation, research, requirements gathering and adherence to budgets and timelines within call centers and operations centers in the telecommunications industry.

Technical Skills include: CCNA Oracle, BMC Remedy, Business Objects, AOTS, MS Office, MS Project, Cisco Routers, HP Open View, HyperTerminal, Call Management, Polycomm – CMA 400, CAD, VAX, AS400 and JCL

EDUCATION, CERTIFICATIONS AND MEMBERSHIP

MASTER OF PUBLIC ADMINISTRATION, NON-PROFIT ORGANIZATIONS

Keller Graduate School of Management, Chicago, Illinois 2009

MASTER OF PROJECT MANAGEMENT

Keller Graduate School of Management, Chicago, Illinois

BACHELOR OF SCIENCE, TECHNICAL MANAGEMENT

DeVry University, Columbus, Ohio

CERTIFIED SIX SIGMA GREEN BELT

CERTIFICATE OF PROJECT MANAGEMENT

CCNA

RELEVANT EXPERIENCE

AT&T, Cuyahoga Falls, Ohio — May/2004 to Present

NETWORK SPECIALIST/PROJECT COORDINATOR

Execute all duties related to identifying and resolving complex service issues for the State of Michigan. Orchestrate the daily activities of a top-notch team of 10 representatives to ensure the rapid response and resolution of inquiries and issues. Coach team to continually upsell new products to drive revenue. Plan, direct and evaluate work flow for the States data WAN for 24x7x365 data center, to ensure all SLOs and SLAs metrics are met and remain compliant. Identify, suggest and implement operational enhancements. Collaborate with Engineering to guarantee seamless systems modifications and changes. Author comprehensive documentation of issue resolution procedures. Monitor and report progress. Define process flows, business rules and user requirements.

Spearheaded the organization and development of numerous mission teams to London and Ghana to educate women and young adults in the benefits of continual learning.

Instrumental in leading multiple fundraiser programs for AT&T supported charities, realized significant contributions.

Ensure attainment of team productivity objectives.

Steered bank mergers from inception to timely completion: software installations, documentation and budget adherence.

Partner with internal stakeholders to develop and implement contracts.

Develop and disseminate project workload estimates.

Liaise with key stakeholders to gather system requirements, communicate timelines and align client needs while simultaneously mitigating risks.

Gained extensive knowledge of service level agreements (SLAs) and productivity metrics by completing several audits for ISO standards to ensure SLAs were met.

Aided Network Operations Center (NOC) staff to retrain process to ensure adherence to contract for clients including the State of Michigan and the State of Indiana.

Create comprehensive risk mitigation and contingency plans.

Maintain open communication with key internal and external stakeholders to ensure project deliverables and business objectives are met or surpassed.

Appointed Senior Helpdesk Lead to liaise between multiple levels of leadership.

Experience expert of implementing business requirements for existing and current representatives provide basic customer service with the objective of extending contact to sell new or additional products and/or services.

Effectively implemented several internal projects for existing and new business accounts to ensure our NOC staff is well equipped to handle ongoing service level agreements IE: testing with different teams, updating procedures and/or processes to redefine AT&T and customer’s expectations.

Realized an additional $80,000 in revenue for department by auditing several accounts and identifying mistakes made by NOC over the course of 10 years.

Train and mentor team members.

ADDITIONAL WORK EXPERIENCE

EDS, Lansing, Michigan — April/1999 to May/2004

SENIOR BUSINESS ANALYST HELPDESK SPECIALIST:

Provided support specific to the GM Online customer and USPS. Diagnosed and resolved as specific to customer’s SLA metrics. Executed Mainframe support for data security access issues. Diagnosed Mainframe applications. Diagnosed various software application support and hardware break/fix support.

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