Customer Service Project Manager
Resume:
LISA HEINZ
Redmond, WA *****
SKYPE: LisaLHeinz
accirl@r.postjobfree.com
SKILLS
• Administrative support
• Event/travel/meeting coordination
• Database management
• IT support
• Business management
• Customer service
• Human resources
• Financial management
• Hardware procurement (servers, network equipment, peripherals)
• Server installation/maintenance
• Testing/production
• Call center
• Article/web content writing
• Familiarity with and editing of: Sharepoint, Infopath, HTML Help, HTML, CSS, DOS command line
• Proficient in: HeadTrax, Calypso, MSMarket, MyOrder2, MSInquire, MSExpense, MSSpace, MSE, MS
Word, Excel, PowerPoint, Visio, Access, Front Page, MS Project, Microsoft Operating Systems (Windows
3.11 thru Windows 7), MacOS X, Leopard, 2nd Tier Technical Support, FTP, PPTP, SQL Server install and
upgrading, as well as, procuring, building, repairing and configuring computer systems
SUMMARY
• In person and phone customer service experience and love working with people.
• Over 10 years of computer related and progressively responsible positions.
• Owned/managed a company which involved a Travel Agency, a Gift Basket company and a restaurant.
WORK HISTORY
LJ Enterprises, LLC
Owner/General Manager 2001
to Present
• Conception/planning and running a Travel Agency.
• Making reservations, booking excursions and providing information on options available.
• Conception/planning and running of a Gift Basket business.
• Specialized in new baby, anniversary and retirement gift baskets for corporate clients.
• Conception/planning and running of restaurant, including doing all functions; human resources, payroll, Chef,
Barista & Server, etc. Managed 13 employees.
AmeriCorps*VISTA
Project Manager
Serving at Workforce Development Council of Snohomish County
2012 to 2013
• Researched and created the syllabus and curriculum for Investing in Families University initiative
• Conducted community assessments to empower community members
• Developed new systems and implemented improvements to existing systems to more effectively
serve low-income clients
• Conducted resource leveraging activities including grant writing, donor seeking and tracking,
fundraising events. Focusing on leveraging both cash and in-kind resources
• Volunteer recruitment, training, management and development of systems for these roles.
AmeriCorps/Volunteers of America
I & R Specialist & Emergency Management Coordinator
2009 – 2010
• Provide information and referral services at the call center, as well as provide outreach to organizations,
schools, and low-income community residents
• Trained in financial education to offer financial literacy training and services
• Recruit additional volunteers
• Create and maintain all emergency preparedness materials, train and provide said materials to others in
the office
• Plan and procure emergency supplies to sustain our office for minimum of 3 days
• Coordinate with Everett EOC, Snohomish, Island, San Juan, Skagit and Whatcom counties respective
DEM offices
• Attend local and regional trainings and incident command functions
MaestroSoft
Software Support Engineer
2007-2008
• Assisted clients with technical support issues relating to the auction software and databases.
• Internal help desk for the office.
• Configured and maintained the training room (updating systems, ghosting and networking issues).
Microsoft Corporation
Lab Manager/Engineer
1999-2004
• Point of contact for hardware purchases for Microsoft.com lab and production environments.
• Liaised between data center hosting team and MSCOM on all hardware tracking. This includes,
new hardware environments, retiring environments and subsequent removal from data center and
monthly managed costs.
• Managed $6 million dollar budget that covered 3 labs and the data center hardware requirements.
• Focal point for hardware reallocation from the data centers to MSCOM lab environments.
• Procurement of hardware based on priorities set by initiative roadmap projects.
• Space planning.
• Troubleshoot hardware, software and network issues within the lab environment.
• Prepared specific platforms on and maintain testing machines, including but not limited to: Mac, PC,
DEC Alpha and UNIX, by repartitioning and formatting all test systems and installing OS and related
software.
• Set up and maintained new servers, test machines, networking equipment, PPTP and Internet
servers, backup devices and other peripherals attached to servers, etc.
• Installed operating systems and browsers as specified on current testing configuration list.
• Tracked usage of peripherals, test machines, and any other hardware/software in lab.
• Create and maintain database of all assets in the lab with specific information regarding
any hardware/software installed, etc.
EDUCATION
City University of Seattle, Bellevue, WA
Business
Loyalist College (through Microsoft)
Foundation Certificate in IT Service Management – ITIL (Information Technology Infrastructure Library)
Edmonds Community College, Edmonds, WA
General Studies
ASSOCIATIONS
• Microsoft Alumni
• MRC – Medical Reserve Corps Member – Support Staff
• CERT (Community Emergency Response Team) Certified
• AmeriCorps Alumni
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