IT Project Coordinator

Project Coordinator

Portfolio Management Enterprise-wide Implementations Solution Design Staff Supervision and Development

Database Analysis Process Optimization System Migrations and Integrations Finance and Accounting Operations

Qualifications Profile

Highly analytical, results-driven, and performance-focused professional with extensive project management experience in various industries, focusing on information technology. Capable of providing customer service, driving efficiencies, resolving conflicts, and accomplishing goals. Equipped with excellent communication skills essential in coordinating and cultivating positive relationships with individuals of various levels and backgrounds.

Professional Experience

Koch Business Solutions, Wichita, KS (2011–Present)

Information Technology (IT) Project Coordinator 2012–Present

Oversee small to medium projects on process improvement, mergers and acquisitions, and application development.

Establish and maintain project timelines and plans, while writing and submitting status reports.

Perform the collection and monitoring of project actuals for costs and hours; evaluation of actuals against planned; and coordination of reconciliations.

Direct processes and logs for risks, changes, and project issues while rendering support with project communications.

Preside over project meetings, such as scheduling and agendas, while providing decisions and action items.

Expertly draft project deliverables, including process maps, financial proposals, and charters.

Facilitate end user change control and training, along with project documentation on project sites.

Utilize and enhance subject matter expertise on project management office (PMO) metrics and processes.

Educated senior project managers regarding the efficient use of the software.

Enhanced project efficiency during project manager transfers through the creation of a project handoff checklist, which resolved the department issue of key items and knowledge not being shared on project transitions from project managers (PMs).

Boosted the process to determine and monitor purchases for projects through the procurement process, which identified numerous misallocated purchases.

Successfully maintained within 10% of schedule and budget estimates from 2014.

Earned recognition as the department subject matter expert for the company project portfolio management (PPM) tool.

IT Service Desk Specialist 2011–2012

Dealt with and escalated requested through approved knowledge tools.

Guaranteed efficient transition to product owners, IT businesses, and 2nd level specialists by gathering needed information.

Handled the communication of request status to customers and secured proper documentation of all requests.

Cox Communications, Wichita, KS

Communications Center Supervisor 2010–2011

Observed strict field compliance with service procedures, policies, and standards.

Directed personnel training regarding quality standards and proper work methods, as well as customer and subscriber relations.

Delivered departmental decisions from real-time budgets, while tracking assigned budgets.

Implemented priorities and keenly evaluated staff performance.

Provided guidance and monitoring at frequent intervals; and addressed service calls and difficult calls.

Communicated recurring communication center problems and management of local activities.

Collaborated with colleagues to efficiently route technicians to customers.

Set strategies in dealing with routing and communication center issues to prevent inefficient field technician routing.

Introduced procedures for work order documentation on resolving errors and reflecting customer changes, as well as during the sale of new features and products.

Determined methods in tracking the completion of scheduled jobs by technicians for the identification of inefficiencies, overbooking, unfilled time slots, and late or unfinished jobs to fulfill customer commitments.

Cox Communications, Wichita, KS

Technical Support Supervisor 2007–2010

Supervised the recruitment and provision of coaching and development to customer relations and operations staff.

Took charge of unresolved and escalated calls for external and internal customers.

Promptly managed and modified call volumes to ensure the accomplishment of customer service needs.

Oversaw customer service policies and operations, while serving as department representative during intercompany projects.

Tier 1.5 Technical Support 2004–2007

Offered hands-on assistance to frontline employees regarding technical support, billing, and sales issues.

Addressed issues with external escalated customers, while collaborating with System Operation Center and dispatch on field support issues.

Education and Credentials

Bachelor of Science in Information Technology, 2013

Western Governors University, Salt Lake City, UT

Certifications:

CompTIA Network+

CompTIA A+

CompTIA Project +

CIW Javascript Specialist

CIW Database Design Specialist

CIW v5 Associate

CIW Professional

Microsoft SharePoint Foundation 2013: Site Administrator

Microsoft SharePoint Foundation 2013: Site Owner

Center for Management Development:

Project Management Essentials

Business Modeling and Data Analysis: Using Data to Make Better Decisions

Technical Acumen

Microsoft Office Applications (Excel, Word, PowerPoint, Project, Visio, Query, and SharePoint)

Microsoft Windows Planview Enterprise SQL Reporting BMC Remedy Service Desk (ITSM) Citrix Desktop

Remote Desktop SMS SCCM Active Directory Blackberry Enterprise Server GOOD Server

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