Project Manager Customer Service

CYNTHIA M. GORDON *****.*.******@*****.***

~Active Secret DoD Security Clearance~ 919-***-**** - CELL

919-***-**** - Home

Dear Personnel Manager:

I am writing to explore employment opportunities within your organization.

My background includes more than 10 years IT Project Management experience,

specializing in Implementation Project Management, Risk Mitigation, Network

System Support, and Customer Relationships.

Recognized as a dedicated, results-oriented professional, I have made

numerous positive contributions throughout my career and constantly strived

to foster an environment of continuous improvement.

I have held assignments with increasing responsibilities providing me with

the opportunity to lead and participate in fast paced information

technology support operations. My leadership experience includes

supervision and training and I consistently achieve and promote exceptional

performance. I have demonstrated exceptional problem solving and technical

skills and my superiors and customers have consistently rated me as a top

performer.

My broad based experience in diverse areas of information technology and

customer support has positioned me for various career avenues. I feel

certain that I would be a viable asset to a progressive organization such

as yours, capable of making an immediate and lasting contribution.

Following, please find a copy of my resume for your review and

consideration.

Thank you in advance for your consideration and I look forward to your

reply.

Respectfully,

Cynthia Gordon

CYNTHIA M. GORDON *****.*.******@*****.***

~Active Secret DoD Security Clearance~ 919-***-**** CELL

919-***-**** - HOME

OBJECTIVE

To support the growth and profitability of an organization that Skills

provides challenge, encourages advancement, and rewards achievement

with the opportunity to utilize substantial experience, skills, and C4ISR Systems

proven abilities in a position involving Project Management and

Customer Relations. DCGS

Blue Force

EDUCATION Tracking

Broadband Telecommunications

February 2014 - April 2014 Retina

Wake Technical Community College

PMP

CompTIA Network+ Methodology

CompTIA Security+ Network+

Dell Security+

Six Sigma

ITIL v3 ITIL

Satellite

Cisco Certified Network Associate (CCNA) Communications

Operational

Microsoft Windows 7, Configuring Theory

Strategic and

Department of Defense Security and Information Assurance tactical

25A and 8570 Compliant (IAT Level II) multi-channel

satellite

ACTIVITIES & AWARDS communications

MCI Circle of Honor Award experience

MCI First in Service Award Antenna

AT&T Worldwide Customer Service Leadership Award controller,

Task Force White Eagle A10 Commitment to Excellence Award satellite

Task Force White Eagle A11 COIN Award acquisition

Afghanistan Reintegration COIN Award HPA/TWT,

Afghanistan Special Forces COIN Award LNA/LNB - Low

Afghanistan ISAF NATO Commander's For Excellence COIN Award Noise

Polish Army Medal Award - Ministry of Defense, Poland Fiber/Coax/Eth

Numerous Letters and Certificates of Appreciation ernet Cable

Work

FDMA/TDMA

modems

EXPERIENCE (satellite

Project Manager/Customer Support Specialist/Information Assurance modems)

DSCI / JNCC-A Via Sat Link

July 2011 - December 2013 way Modems

FOB Ghazni, Afghanistan Up-converters,

down-converter

Conduct daily project management, coordination, and risk mitigation as s

it relates to IA security services on C4ISR Systems Cisco routers

Serve as a Subject Matter Expert (SME) for Task Force White Eagle and PBX - T1/E1,

ISAF BEST A12 FXS,

Collaborate on solutions to mitigate risks and enhance system security Adds/Drops

Remedy

Act as a liaison to all 2800 clients (USA and Polish) on FOB Ghazni, Vantive/GPS

liaising between the Client, Security Operations Teams in Bagram, IBS Billing

Afghanistan and Engineering, Implementations, Development, and other Business

relevant DoD organizations and affiliates Direct

Monitor the security service delivery, take actions and steps to CLDS

verify and validate that the services are being delivered as ICORE

contracted and within IA disciplines and standards AISE

Guide clients in defining and implementing overall security strategy, TACACs

policies, and procedures HP Open View

Assist Military or Government Civilian personnel in drafting Standard Visio

Operating Procedures (SOPs) NIPR

Coordinate and manage status calls with Command Staff SIPR

Develop and maintain the relationship with the client and ensure CENTRIX

satisfaction with service delivery, resulting in business expansion CRM (TMT)

and renewal of service agreements Active

Provide remote and on-site briefings and/or Over The Shoulder (OTS) Directory

training on all aspects of the C4ISR systems Windows 2003 &

Display proficiency at diagnosing and troubleshooting, removing and/or 2007

replacing and operating C4ISR System Hardware Components Microsoft

Provide telephonic help services to assist in resolving user problems Office

and perform software troubleshooting Windows Server

Capable of loading, updating, troubleshooting the software, hardware

and firmware of C4ISR systems Setting and

Assist new users with system requirements and techniques to operate defining

and maintain records using the C4ISR Systems, to include installing objectives and

software patches and new version uploads goals

Manage user accounts and perform systems diagnostics and initial Establishing

troubleshooting on workstations and networks in the event of outages priorities

or system failures Analysis of

Investigate violations of DoD IA Policies and take corrective action programs and

systems

Forecasting

Dell Warranty & Parts Scheduling

ITT Systems / JNCC-I Materials and

June 2010 - July 2011 budget

Victory Base, Baghdad, Iraq requirements

Development of

Responsible for providing telephone/email/ and remote diagnostic policies,

technical support of hardware systems, sub-systems and/or applications strategies,

for customers programs,

Answers questions about installation, operation, configuration, procedures,

customization, and usage of assigned products. etc.

Verified warranty entitlement through Dell website Defining

Applies diagnostic techniques to identify problems, investigate causes responsibility

and provide solutions to correct failures and authority

Documents problems in the support solution database for diagnostics Developing

and solution implementation structural

Directs the coordination of technical and administrative support organization

activities including installation, repair, preventative maintenance, Determining

and engineering change upgrades work

Directs the coordination of technical and administrative support assignments

activities including installation, repair, preventative maintenance, Implementation

and engineering change upgrades,

Ensures adequate records and systems are maintained administration

Maintains communication with design management and specialists in

resolving technical problems and/or bringing problems to the design Problem

department's attention identification

Sets strategy, goals, and metrics for field repair and maintenance

Manages and drives deployment & sustaining field operations, including Problem

escalations and expedites analysis

Coordinates field technical training and service readiness for new Problem

products, sustained programs, and special projects. resolution

Develops and implements process improvements to field operations, Liaison and

including tool implementation. coordination

Represents field services to customers, sales and segment teams, Improvement in

logistics, and technical support organizations customer

Manages process controls and standardization service and

Oversees functional repair for In-Warranty and Out-of-Warranty satisfaction

screening and repair Client support

Negotiates Master Service Agreements with suppliers and negotiates

conditions as they pertain to logistics, quality, warranty terms and System

conditions, packaging, inventory control, export processes and metric analysis

reporting System

evaluation

ADPE Technician Equipment

ITT Systems maintenance

September 2009 - June 2010 Operation &

Victory Base, Iraq Control

Operation

Provide administrative and operational support to the AOR. Participate monitoring

on team providing IT support for the 50th SIG BN on the TAC-SWACAA Troubleshootin

Project. g

Coordinate with USA and Coalition Forces Command Group to bring Quality

high-level attention to issues for resolution. control

Authorize physical access to enterprise resources including approval Circuit

of NIPR, SIPR, and CENTRIX account creations. Provisioning

Direct and supervise team members, providing leadership and guidance

to ensure exceptional customer service.

Mentor staff, perform in and out processing, conduct training, and

address HR issues, work schedules, and vacations.

Monitor activities to enforce compliance with infrastructure and

architecture plans, policies, and standards.

Test, debug, and maintain software programs and install, configure,

and maintain the operating systems environment.

Provide technical support, perform technical analysis of problems, and

train users on system hardware and software.

Advise management and users on the operational status and performance

of equipment and network systems.

Open, close, and monitor Remedy tickets.

Provide Microsoft operating systems software support to functional

users.

Provide hardware support on standard desktop and laptop computers.

Provide Information Assurance Security oversight.

Provide troubleshooting, scheduling, and operation of video tele

conference (VTC) systems. Familiar with Army accountability procedures

for automated data processing equipment (ADPE).

Enterprise Project Manager

L3 Communications/MPRI

February 2009 - September 2009

Ramstein, Germany

Responsible for the documentation, development, modification, testing,

installation, implementation, and support of new or existing

applications.

Work closely with the US Air Force Program Manager in establishing

project objectives, plans, and budgets.

Assists with development of statements of work, technical proposals,

and participate in proposal reviews.

Conduct systems analyses of existing systems and systems components to

determine comprehensive installation business requirements and

opportunities for new and/or enhanced information technology.

Consult with functional users to determine requirements necessary to

meet IT business needs.

Conduct analysis of functional requirements, change proposals, and

current software, systems, and databases.

Establish milestones and monitor adherence to master plans and

schedules. Identify program problems and obtains solutions, such as

allocation of resources or changing contractual specifications.

Develop documentation which includes information such as functional

descriptions, maintenance manuals, test and implementation plans, cost

analysis, specification documents, and feasibility studies.

Plan, organize, coordinate, and manage acquisition of information

technology (IT) assets.

Oversee life cycle design and maintenance specifications for new IT

assets.

Plan and coordinate acquisition and integration of IT assets, serving

as representative of the Contracting Officer and providing technical

guidance.

Plan and implement enterprise-wide networking initiatives across the

entire USAFE MAJCOM.

Senior Telecom Project Manager

AT&T

April 2000 - September 2007 & August 2008 - February 2009

Durham, NC

Effectively participate in the development and implementation of

business solutions.

Manage project risk through comprehensive mitigation assessment and

planning techniques. Actively manage the work efforts of multiple

functional resources through the project plan. Establish basic scope

control procedures. Develop documentation, monitor and report project

status.

Initiate and maintain reporting relationships with project

stakeholders including team members, peers, managers, customers,

vendors, and other affected departments to coordinate efforts across

multiple business units and ensure continuous efficient management of

projects.

Analyze and report project status and research information, monitor

project performance to maintain the quality of services, deliverables,

and content.

Effectively assist in directing both internal and external resources

to achieve business solutions within project guidelines.

Respond to operational issues and RFIs within defined areas of

responsibility while progressing on project work.

Collaborate and communicate with other project managers and leaders to

coordinate cross project initiatives and activities.

Identify and eliminate obstacles to solution plans, business goals, or

implementation.

Assist in the development and implementation of contingency plans.

Assist in the development of project budgets in compliance with the

company's financial practices.

Provide change management consulting and assess impacts of project

scope and implications throughout project timeline, including

development of strategies, readiness assessment, development of

training and communications.

Admin Tech-Customer Service

MCI

June 1998 - April 2000

Cary, NC

. Ensure operational SLAs are met

. Adhere to established policies and procedures

. Provide customer support in a 24X7 operational environment

. Answer phones, read incoming emails, accept incoming chat requests

. Log incidents and service requests based on phone calls, chat,

email, etc

. Send notifications to customers and internal teams as needed

. Perform incident lifecycle management for owned tickets

. Perform client contact, status update and other needed communication

functions

. Accurately perform incident and service request escalation

. Initiate conference bridges for high-priority incidents and provide

timely and accurate updates

References

Available upon request

Location Preferences

I will consider all assignments

Contact this candidate