Summary

Multifaceted technical background supporting an array of mission-critical

technology and initiatives. Highly versatile project manager with repeated

success leading complex initiatives and operations. Adept at collaborating

with subject-matter experts and process owners to align activities with

objectives and requirements. Leverage exceptional communication skills to

foster collaboration among partners, stakeholders, and decision-makers.

Intuitive trainer, utilizing proven instructional techniques to facilitate

learning.

Experience

University of Maryland University College - Office of Financial Aid -

Associate Director

8/2013 to 3/2014

Provided management and support in all aspects of scholarship

administration processes from the application through the award life cycle

including application design and reviews, oversaw posting/publicity of

scholarship availability to the scholarship database, processed scholarship

applications, awards and payments, ensured compliance to all state and

federal requirements and other duties as needed.

. Developed a strategic long-term scholarship-processing plan.

. Administered programs, website development, donor appeals and special

events

. Assisted senior management in developing and maintaining relationships

with scholarships funders (private and corporate donors)

. Performed pre and post-award monitoring of student scholarship

progress to ensure that all award conditions were met.

. Demonstrated expert knowledge of reporting and database software

(Excel/Access)

. Collaborated with Information Technology section in developing

database queries (SQL and Oracle PeopleSoft) to produce a better

reporting system

Georgetown University - Office of the University Registrar - Information

Specialist

10/2011 to 8/2013

. Managed the receptionist area, including greeting visitors and

responding to telephone and in-person requests for information.

. Handled all media and public relations inquiries.

. Served as central point of contact for all outside vendors needing to

gain access to student information.

. Dispersed incoming mail to correct recipients throughout the office

and University.

. Organized files, developed spreadsheets, faxed reports and scanned

documents.

. Properly routed agreements, contacts and invoices.

. Received and screened a high volume of internal and external

communications, including email and mail.

. Created and maintained spreadsheets using advanced Excel functions and

calculations to develop reports and lists.

. Trained staff on new e-mail system.

. Created databases and spreadsheets to more accurately report contact

volume.

. Created procedure to securely accept credit card payments.

. Managed incoming and outgoing telephone calls.

. Improved communication efficiency as primary liaison between

departments, clients and vendors.

. Developed more efficient filing systems and student records database.

. Communicated with student/alumni, parents and prospective students via

phone email and in person regard all facets of academic life.

Georgetown University - Office of the University Registrar - Classroom

Scheduler

10/2011 to 8/2013

. Performed specialized clerical and technical functions in support of

University wide classroom schedule development

. Oversaw production of class schedule

. Performed revisions, updates and maintained instructor, facilities and

schedule in Ad Astra databases.

. Served as a technical resource to departments, administrators, student

organization, staff and faculty regarding classroom schedule.

. Attended instructional department meetings and provided training.

Georgetown University- University Information Services - Technical Support

09/2006 to 10/2011

. Provided base level IT support to university communities.

. Resolved customer complaints and concerns with strong verbal and

negotiation skills.

. Displayed courtesy and strong interpersonal skills with all customer

interactions

. Maintained composure and patience in face of difficult customer

situations.

. Processed an average of 60 +/- inbound and outbound technical support

calls daily.

. Trained new employees and explained protocols clearly and efficiently.

. Researched issues on various computer systems and databases to resolve

complaints and answer inquire.

. Referred difficult issues to upper management while maintaining a

positive rapport with customers.

. Informed customers about issue resolution and progress.

. Supported customers having data connectivity issues.

. Provided thorough support and problem resolution for customers.

. Boosted technical analyst's response time by developing a WIKI

knowledge base.

. Drafted action plans and led meetings with department executives to

review project status and proposed changes.

. Collaborated with cross-functional teams to draft project schedules

and plans.

. Developed slide shows and other forms of media to present project

progress

. Partnered with Billing Office and Academic Information Technology

Services to address billing procedures for a cloud storage system.

. Developed new analytical tool to allow senior management to understand

the impact of each project.

Train the Trainer (3T) - University Information Services

. Offered specific training programs to help employees maintain and

improve job skills.

. Developed training manuals both in hard and soft copy.

. Evaluated training materials prepared by instructors.

. Developed training program for specific, assigned job tasks, including

Excel pivot tables for MBA students, MS Office for Mac Users and

iPhone, iPad configuration for new e-mail system.

. Developed and delivered all technical training materials.

. Trained a staff of 30 +/- employees on MS Office Suite, Google mail

system and cloud storage system.

. Taught weekly internal classes to new employees.

. Integrated technology into each training session, such as Echo 360 and

Blackboard.

. Conducted small group and individual activities based on

differentiated learning needs.

. Organized and presented hands-on and CBT activities.

. Conducted one-on-one tutoring for new users in Apple OS, Office for

Mac and Virtual Windows environments.

Charles River Laboratories, Inc., Raleigh, North Carolina

Project Team Lead, 10/2005 to 7/2006

Spearheaded development and implementation of a formal corporate archive,

collaborating across departments and remote sites to acquire, preserve, and

archive historical materials.

. Planned, coordinated, and managed 60th anniversary celebration event

for 400 attendees.

Sanofi Aventis US, LLC / Great Valley Research Facility, Malvern,

Pennsylvania

Project Team Member, 2/2000 to 7/2005

Provided project management support, including resource planning,

stakeholder coordination, task planning / assignment, requirements / gap /

dependency analysis, risk / issue identification, and project

communications. Facilitated meetings at all project stages, developing

research, presentation, and documentation materials as necessary. Produced

project charters, work breakdown structures (WBS), and statements of work

(SOW).

. Led cross-functional team-marketing, legal, finance, HR, and key

opinion leaders (KOL)-responsible for presenting clinical drug trial

results at the American Medical Association (AMA) conference.

Accomplishments

. Improved student satisfaction ratings by implementing a transcript

request tutorial and improved signage.

. Identified risk in billing phase of a cloud storage project that

prevented the deliverable from not being accepted.

Certifications

Project Management Professional (PMP), 2013

Affiliation: Project Management Institute (PMI)

FSA Coach 2012-13 Administrators Training, 2013

Affiliation: U.S. Department of Education - Financial Aid Programs

Microsoft Office Specialist, 1999

Affiliation: Microsoft Corporation

Education

Masters in Technology Management, Emphasis in Project Management

University of Maryland University College

Bachelor of Science in Information Technology, Emphasis in Project

Management, 2013

Capella University, Minneapolis, Minnesota - Summa cum laude; Dean's List

Technical Skills

. Content Management information systems

. Windows 7, Windows Server 2008, Mac OS X

. Server/desktop hardware

. DNS, DHCP, TC/IP

. Java, SQL, HTML, XML, VBA

. Thunderbird,

. Ellucian Banner

. Microsoft Project 2007

. Microsoft Visio

. Goggle Analytics

. Adobe Creative Suites

. Google Docs

. Oracle PeopleSoft

. Active Directory

. LDAP Directory

. Proficient in HTML, XML, Java & VBA

Business Skills

Budgeting & Forecasting

Risk Management

Change management

Vendor sourcing

Project development & lifecycle

Results-Oriented

Curriculum development & assessment

Extensive Knowledge of training methods

Contracts

Purchasing & procurement

Excellent oral and written communication

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