Project Manager Customer Service

Yvonne Allen

**** ******* ****

Email: ********@****.***

Pickerington, Ohio 43147

Phone:614-***-****

OBJECTIVE:

To secure employment utilizing Teaching, Interpersonal, and Administrative

experience.

COMPUTER SKILLS:

Operating Systems: HP-UX, MVS/XA/370, Windows NT/2000/98, DOS,

PCS/ADS,Sun, & etc.

Programming Languages: Assembler, JavaScript, VB, COBOL, C, SQL, Shell

scripts, & etc.

Database/DB Tools: IMS, ORACLE, Sybase, Easytrieve, DL1,

Dbvision, & etc.

Other Packages: LAN, WAN, HTML, Reflection X,WORD,

MSProject98, & etc.

Applications: E-Commerce, Billing & Invoicing, Web-

based applications, & etc.

WORK EXPERIENCE:

Consultant, Columbus Literacy Council, 9/2009- 8/2011

Teaching and Administrative duties for ESL and GED classes

H.S. & Adult Instructor, Columbus Public Schools, 9/98-12/98; 9/2000

North Adult H.S., Math Proficiency and Computer Labs; Beery Middle, Instr.

Music;

H.S. Instructor, World Harvest Christian Academy, 2002

Computer Instructor

Consultant, Qwest Communications, International; 12/98 - 01/2000

Production Control Enhancement Project; Leadership role working within the

flow of the SDLC with engineers, developers and application mgrs.to ensure

that multiple large-scale existing and new batch and e-commerce

telecommunications applications accommodate business requirements. Write

and enforce systems rqmts., and determine rqmts. for 1st, 2nd, and 3rd

level support. Responsible for writing and/or ensuring all ancillary(back

and front end) and production software and hardware issues and problems are

covered, documented and resolved on time and within budget such as:

firewalls, ports, callout and escalation processes, database issues, file

transfer processes, vendor software suitability and support, failover,

helpdesk, migration procedures, process dependencies, data backup,

security, archiving, error recovery and restart, and report distribution

processes. Write upper management project reports. Responsible for

establishing and administering timelines, milestones, project tracking,

controlling project flow and managing work of resource staff in this

distributed computing environment.

Technical Project Manager, Data Center Get-Well Initiative; My role changed

to managing workflow of additional resource persons and stronger emphasis

on the systems environmental aspects of application processing.

Responsible for analyzing and resolving systems events and interrupts,

planning and accessing need for and implementing changes, instituting

automation training of operations staff, problem diagnosis and resolution,

addressing architecture, and data flow issues, & evaluate server

performance with selected vendor software. Set agenda for weekly strategy

meetings with Director/and or V.P and. conducting weekly meetings with

staff to control and keep project on track & ensure visible results. I

schedule and conduct work sessions. I write proposals for remote site

processing to offload Data Center workflow, address Data Center security

issues, application misconduct with application managers, problematic

processes & operations workflow hindrances and improve optimization of

customer service and Data Center Operations.

Defense Logistics Agency (DLA), Columbus, Ohio

Computer Specialist at Centralized Design Agency (CDA) for Logistics

Project Management combined with general systems programmer duties. I

planned administered, scheduled and deployed operating systems that were

configured and tested at CDA to Primary Level Field (PLFAs) across the

nation. Served as project manager/Lead technician on multiple large-scale

projects and broad nationwide systems changes, including CICS, on time and

within budget. Utilized government methodologies, scheduling, timelines

and milestones (requirements, feasibility studies, cost analysis,

proposals) in the acquisition and selection of hardware and software. Wrote

internal systems routines. Installed many various IBM and third party

software such as VTAM, Expediter, TSO, ISPF, etc. and wrote necessary

programs and scripts to customize software to our environment. Worked with

IBM and AIX systems engineers in understanding and resolving systems bugs.

Made Technical presentations to peers, management and command level

administrators. Trained subordinate personnel. Performed configuration

changes to accommodate various new hardware components. Served as Division

Project Lead in Agency Configuration Management project, the purpose of

which is to create processes, optimize, control and document workflow of

applications and systems staff. Performed customer service duties in

support of worldwide telecommunication network and LAN. Served as

programmer, consult and support for large-scale applications development,

testing and deployment.

Franklin County Program for MRDD, Columbus, Ohio

Instructor for Mentally Retarded and Developmentally Disabled teens and

young adults. Teach, supervise, design and apply behavior modification

techniques in classroom setting to retarded, autistic, speech impaired and

self-injurious teens and young adults. Planned meetings, parent

conferences, and projects such as: field trips, neighborhood networking and

special events within County budget constraints at Southeast Center.

EDUCATION:

Certified Grants Writer, National Grantwriters Association

Mastering The Internet Environment, Columbus, Ohio

All Nations Church, Columbus, Ohio, Theology Certificate

IBM & Amdahl Professional Development, various U.S. locations,

JES2, SMP/E, Reading Systems Dumps, XA Architecture, Assembler Language

Programming I & II, Software Installation, Systems Catalogs, CBIPO and

CBPDO.

USMC, Quantico VA, Computer Sciences Certificate

The Ohio State University, Columbus, Ohio

Bachelor of Science in Psychology with elective emphasis in Computer

Science.

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