Project Customer Service

Carmilla Cunny

* ****** ****, *********, ** ***75

Home: 516-***-**** Cell: 203-***-****

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

Experience

Madison Square Garden Company New York, NY

Trainee/Project Management Associate March 2014 to Current

• Led small projects and tracked the work of larger projects by working independently and directly with a project

leadership.

• Provided project management support for project/program leadership by helping manage issues, client requests,

scope, and re planning efforts.

• Responsible for the management and coordination of cross functional teams that support Project Delivery; this

includes providing clear direction to team members, setting and maintaining deadlines, and establishing

accountability.

• Streamlined procurement and invoicing through an in house built website and managed our relationship with

Corporate Finance.

• Interface with both internal and external customers, suppliers and partners to ensure we were meeting schedule and

cost commitments.

• Participated in the development and management of program budgets.

• Maintained weekly status reports for communication with management and project stakeholders.

• Debriefed business teams at the close of projects to capture experiences, lessons learned, and best practices.

• Assist in analyzing the Request for Proposal (RFP)/bid requirements against the proposal outline to ensure both

compliance and responsiveness to the customer’s issues and needs.

• Actively participated in the vendor selection and vetting process for key projects.

Student Associate/Contracts Coordinator March 2014 to Current

• Conducted an analysis and developed a process to address the Application Inventory data being obsolete.

• Started designing requirements with task and workflow analysis, document analysis, requirements workshops,

surveys, site visits, business process descriptions, use cases, scenarios, and business analysis.

• Managing the preparation and revision of contracts that involve the purchase of sale of IT products and services.

• Overseeing proposal planning and administration of contracts and assist in negotiating terms and conditions.

• Provide contract summaries and ensure contract execution in accordance with company policy.

• Preparing contract briefs and revisions are summarizing contractual requirements and budgets.

• Maintain a detailed and organized SharePoint site that houses information on each Master Services Agreement,

tracks payments and deadlines and coverage terms.

• Prepare contract change notices, monitor contractor performance, including the reporting and status of contractor

and owner deliverables.

• Maintain an audit file for each contract that will include the original contract, all correspondence,

changes/deviations, amendments, clarifications, payment schedules.

• Prepare and disseminate information to appropriate employees regarding contract status, facilitate contractor

meetings.

Mary Kay Cosmetics Roosevelt, NY

Sr. Independent Beauty Consultant December 2008 to Current

• Highest sales in Unit for two consecutive months.

• Perform product demonstration and application techniques.

• Recruit new team members as well as motivate and manage existing team members.

• Strategic Planning and Goal Setting for the Team and myself.

• Developed an effective marketing strategy to increase sales.

• Learn customer characteristics skin type and tone, diet, and stress levels to make the appropriate recommendations

on skin care regime.

• Established a customer base that results in continuing sales and referrals.

Metropolitan Regional Information Systems Rockville, MD

Technical Support Technician Tier 2 December 2008 to August 2009

• Received a Far Exceeds on Yearly Review resulting in significant pay increase.

• Quality tester for our PRISM CRM Software.

• Ongoing Subject Matter Expert for Matrix, LINGO, PRISM and Secure Login.

• Handled customer issues that were unresolved by Tier 1 Technicians.

• Collaborated with co workers to learn procedures followed to fix the error and diagnose the source.

• Replaced defective or inadequate MRIS software packages.

• Conferred with co workers and programmers to research the problem and find a solution, explain software errors

and/or recommend changes to the programs.

• Referred major hardware problems to other personnel for correction.

• Assisted customers in replacing damaged files required to run MRIS software including operating system files,

modem, printer drivers, and monitor/video drivers.

• Tested software and hardware to evaluate its ease of use. Make a determination on whether the product will aid

customers in performing their jobs.

Department Instructor March 2007 to August 2009

• Recommended by CEO to travel to Clariety Security, Overland Park, KS to train on our processes and procedures in

order to implement a new tokenization solution.

• Recognition Award for implementation of the Secure Login Tokenization Project.

• Developed training materials and curriculum for system upgrades, new products, and new hires. Provided onsite

training.

• Developed project plans that outline timelines, task, and training procedures.

• Collaborated with internal partners including software development, product management, other technical trainers,

technical writers, and customer support analysts to ensure that the documentation and training tools were accurate

and up to date for each product and new release.

• Provided coaching and mentoring on an individual and/or group basis.

• Conducted New Hire Orientation; also scheduled external training courses for new and existing technicians.

• eLearning Administrator and Content Producer.

Technical Support Technician Tier 1 June 2006 to December 2008

• First Tier 1 technician in the history of the company to become a Department Lead and work closely with the

Project Management Office in less than 30 days of employment.

• First Tier 1 Technician to be given Tier 2 duties due to my skill level.

• Project of the Year Award for MRIS Lingo.

• Answering subscriber's inquiries in person and via telephone concerning systems operation, diagnosing system

hardware, software and operator problems.

• New Hire Mentoring & CRM Task Force Member.

• Developed the Event Planning Committee and Moral & Welfare Committee.

Received a Far Exceeds on Yearly Review resulting in significant pay increase.

•

Subject Matter Expert for Matrix, Keystone & MRIS LINGO

•

Souder & Sessing, LLC January 2006 to June 2006

Legal Assistant Rockville, MD

• Prepared and formatted memos, correspondences, and other legal documents including drafting independently

standard routine pleadings.

• Ensured the effective delivery of outgoing mail, messenger deliveries, overnight deliveries and facsimiles in a

timely manner.

• Conducted legal research for a variety of cases; both civil and criminal as well as statistical and documentary

research.

• Summarize depositions, interrogatories, and testimony. File pleadings via messenger or electronically with courts.

Education

University of Maryland, University College

Adelphi, MD

Masters of Business Administration December, 2014

• 3.857 GPA (Current)

Master of Science: Cybersecurity August, 2013

• 4.0 GPA

Bachelor of Science: Forensics, Minor in Psychology December, 2011

• 3.14 GPA

• Member of Student Teacher Advisory Council.

Professional Affiliations

Member, Project Management Institute, NYC

Skills

Training and curriculum development Maintaining confidentiality

Contract review & auditing Verbal & written communication

Reports Generation & analysis Coaching & mentoring

Project management Event Management

Budget analysis Vendor relations

Customer service ServiceNow

Critical thinking TestTrack Pro

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