Project Management, Customer Service, IT, Management
Resume:
RACHEL MORRIS, CAPM
*** ******* ***, *********, ** 45429
***********@*****.***
Skills Summary
Creative IT professional with over 10 years of experience in communicating effectively with all levels of an organization. Able to objectively identify key areas for improvement in processes. Adept at managing multiple technically complex projects at a time. Effective problem solving skills in high-pressure situations.
Well versed in Linux, OSX and Windows operating systems, including Windows Server 2003, 2008 and 2012.
Network development, configuration and maintenance with Sonicwall and Cisco administration.
Project management experience leading and directing major hardware and software upgrades, conversion of phone system and delivering a new website.
Managed 24 hour help desk providing technical assistance and quality assurance for over 200 workstations.
Experience utilizing ITIL framework.
Experience
Cassano’s Inc.
Head of IT Department July 2008 – present
Lead all phases of hardware and software upgrade for 35 locations including imaging, testing and deploying new servers and workstations in 2009. Managed all telecom and internet accounts, as well as monitored and tested functionality of all IT equipment and peripherals company wide. Implemented VoIP system company wide and managed users and queues. Initiated, planned, configured and installed new point of sale system as well as training office, store and call center employees in 2015-2016. Managed and mentored tier 1 and 2 helpdesk teams ensuring all tasks were completed on time, on budget and with the desired results.
Managed all IT projects ranging from month to up to 2 years in duration from initiating to closing.
Established project teams and roles for continuous rollouts and special work packages.
Communicated timelines and risks to stakeholders in the call center and corporate office via email, newsletters and in person meetings.
Sourced outside vendors for projects on an as needed basis.
Effectively managed timeline and budget for IT projects meeting stakeholder expectations.
Setup milestones and worked closely with project team to keep them motivated with clear goals in view.
IT Assistant June 2006 – July 2008
Initialized equipment tracking system and lowered department spending by 15%. Provided 24-hour on call technical support for 35 locations. Analyzed trends causing IT issues and developed a training handbook for new employees. Administered on site inspections for quality assurance, troubleshooting, testing and hardware replacement or modification.
Carried out project work while overseeing progress from outside vendors.
Lead other team members when changes were made to project schedule or scope, facilitated change management expectations with stakeholders.
Coordinated with head of IT department during all phases of project cycle to keep project in scope and on time.
Tracked completed work packages and deliverables.
Senior Shift Manager October 2004 – June 2006
Analyzed and defined metrics to evaluate call center employees. Lowered error rates by 25%. Mentored 7 shift managers, monitored and disciplined or rewarded a team of 12 employees and ran shifts of over 75 representatives.
Delegated monthly metrics tasks to junior shift managers.
Oversaw team contests to enhance individual team performance as well as motivate staff.
Trainer April 2003 – October 2004
Designed and implemented training course for new employees focusing on all aspects of learning. Streamlined hiring processes and effectively trained up to 21 new hires a week.
Kept clear documentation of trainees progress for management during training.
Designed and implemented supplemental presentations on upselling, customer service and escalations for training purposes.
Customer Service Representative August 2002 – April 2003
Placed orders for 35 locations. Recognized deficiencies in street database system and worked on six-month project to improve consistency and reduce errors.
Certificates
Project Management Institute
Certified Associate in Project Management (CAPM) in July 2016
Harvard Manage Mentor
Difficult Interactions 2014
Customer Focus 2014
Career Management 2014
Innovation Implementation 2014
Team Leadership 2015
Delegating 2015
Change Management 2015
Managing Upward 2015
New Manager Transitions 2016
Leading and Motivating 2016
Persuading Others 2016
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