Customer Service Project Manager

Adrianne P. Wright

**** ***** **** **** ( Lawrenceville, GA 30043 ( Phone: 281-***-**** (

**************@****.***

Summary of Qualifications

. Dynamic and result-oriented individual with 10+ years of experience

understanding business requirements, managing projects and developing

procedures that streamline operations.

. Highly analytical and project-oriented worker that consistently meets and

exceeds timelines and budget targets.

. Self-motivated professional who works independently and has a superior

ability to coordinate and perform several projects simultaneously.

Professional Experience

Group O

Project Manager, June 2014 - Present

. Manage multiple projects and initiatives and develop project scope

throughout the project life cycle.

. Coordinate resources across projects, teams, and external partners to

ensure that resources are effectively utilized and project objectives are

met.

. Develop and maintain project plans including milestones, resources,

dependencies and target dates.

. Coordinate and facilitate meetings to provide project communication and

manage client expectations.

. Develop requirements documentation, mapping documents, interface

agreements, process flows, data models and data dictionaries.

LG Electronics

Documentation Project Manager, July 2010 - May 2014

. Assembled project teams, developed project schedules, monitored project

progress and resolved issues in order to ensure all projects were

completed on schedule and within budget constraints.

. Developed project plans and communicated project deliverables and cost

objectives to the project team.

. Coordinated with engineers and factory liaisons to define project scope,

requirements, and deliverables.

. Drafted air conditioning layout software user manuals, installation

guides, owner's manuals engineering manuals and training materials.

ISPA, INC. - Atlanta, GA

Senior Technical Writer, May 2010 - July 2010 (Contract)

. Responsibilities included editing MARTA policies and procedures to ensure

all audit requirements were addressed.

. Worked with subject matter experts and engineering to draft missing

policies and procedures.

. Drafted and implemented the use of a style guide to ensure document

quality and consistency.

WEb techno solutions - Houston, TX

Senior Technical Writer, August 2008 - April 2010 (Contract)

. Responsibilities included creating end user manuals and online help

detailing the installation, maintenance and use of O2K software.

. Worked directly with system support, subject matter experts and training

teams to gather requirements and research existing procedures.

. Utilized FullShot, SnagIt and RoboHelp Capture software to create

screenshots from O2K and imported them into the O2K online help and

software user manual.

SI International - Colorado Springs, CO

Document Specialist, March 2008 - August 2008 (Contract)

. Reviewed and edited technical documentation to ensure it was accurate and

complied with established procedures.

. Responsible for SharePoint administration for four sites to include

designing new pages, adding/removing users and resetting passwords.

. Drafted weekly activity reports and HD/CS monthly newsletter.

Hewlett packard - Colorado Springs, CO

Help Desk Manager, June 2007 - March 2008 (Contract)

. Supervised 80+ employees to include establishing work schedules, managing

time off requests and resolving conflicts.

. Performed analysis of current operating procedures to ensure satisfactory

customer service was provided.

. Trained employees on entering incident tickets, routing incident tickets

and help desk policies and procedures.

Manheim technology - Golden, CO

Senior Technical Writer, November 2006 - June 2007 (Contract)

. Developed MS Office style guide to ensure all user manuals were formatted

the same.

. Conducted software research and communicated with programmers and

engineers to create and update existing user manuals.

. Created detailed process flow diagrams using Visio.

J&J MAintenance - USAFA, CO

Senior Technical Writer, February 2006 - November 2006 (Contract)

. Utilized MS Word to document military housing processes and procedures.

. Drafted quarterly housing newsletter, annual history report and managed

annual awards program.

. Collaborated with other technical writers on various projects and

participated in training new team members.

Western united insurance - Colorado Springs, CO

Data Entry Team Manager, July 2005 - February 2006

. Created a comprehensive training program for data entry project.

. Trained all new employees on data entry process and provided quality

assurance for over 10 data entry team members.

. Responsible for development of team web page from pre-proposal to post-

launch, including design and documentation.

. Established team schedules, monitored work load distribution and

conducted performance reviews.

Software Experience

Microsoft Office Products (Access, Excel, Outlook, PowerPoint, Word),

Microsoft FrontPage & Image Composer, Adobe Acrobat, Dreamweaver, FullShot,

Illustrator, InDesign, Remedy, RoboHelp, SAP, Visio

Education

Bachelors in Business Administration

Colorado Technical University

Graduation Date - 02/2013

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