Josina Miles

**** ******* ******

Philadelphia, PA 19149

ad0o6r@r.postjobfree.com - 267-***-****

PROFESSIONAL SUMMARY

Reliable business professional with experience in project management and process improvement. An effective advisor who communicates well with people of all ages and backgrounds. Excellent eye for detail, enabling quick identification of areas for improvement and suggesting strategies to help business reach goals. Focused on introducing efficient systems and processes. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

SKILLS

Web Development (WordPress, eCommerce platforms, HTML, CSS)

Microsoft Office 365

SharePoint

Active Directory

Content Management Systems (CMS)

Technical Support

Software Troubleshooting

Software Testing

Issue Resolution

Technical Specifications

Software Deployment Support

WORK EXPERIENCE

August 2017 – January 2021

Vitalyst (Bala Cynwyd, PA)

Productivity Consultant

Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.

Analyzed problematic areas to provide recommendations and solutions.

Successfully facilitated the training of seasoned IT professionals on Bot development technology that would be later implemented in their production environment.

Build relationships with customers while helping them discover the tools that will enhance their productivity and develop their skills in various applications.

Help customers progress in their daily tasks by quickly diagnosing the problem then finding either a permanent solution or a workaround.

Show customers how to leverage the existing functionality within their respective applications to strategically solve problems both large and small.

Coach customers on how to avoid repeated mistakes that will delay productivity.

Provide tips and tricks and refer them to resources that will further enhance their knowledge and skillset within the various applications.

Facilitate webinars for various clients to train their employees on how to use the company’s out-of-the-box and proprietary applications to complete tasks, work efficiently, and adhere to protocols.

March 2016 – March 2017

Global Internet Management Corp. (Bala Cynwyd, PA)

Web Project Manager

Coordinate project timelines with a persistent number of fifteen active projects, concurrently.

Scoping and scheduling tasks for design and front-end development.

Facilitate commencement and project status meetings with clients and stakeholders.

Prepare project status reports to customers and internal stakeholders on project progress and potential blocks in the projects.

Configure CMS staging environment in preparation or user acceptance testing.

Managed troubleshooting efforts for published content, assigning team members to correct performance issues and malfunctions.

Communicated project updates to stakeholders at all levels.

Partnered with project team members to identify and quickly address problems.

Monitored and tracked project progress to support timely completion.

Led cross functional teams to successfully complete IT projects.

Updated customers and senior leaders on progress and roadblocks.

Wrote, updated and maintained project documentation.

Established and enforced project timelines and deadlines.

Implemented best practices to drive quality improvement.

Resolved staff conflicts and identified potential areas of improvement.

Cread and implemented contingency plans to address potential risks.

Devised test plans to validate accuracy to new deployments.

Conducted quality assurance to verify accuracy of new implementations.

October 2014 – December 2015

Sylogent LLC. (Newtown, PA)

Business Analyst

Interacted with internal customers to understand business needs and translate into requirements and project scope.

Collaborat3ed with stakeholders to define project objectives and criteria.

Improved business direction by prioritizing customers and implementing changes based on collected feedback.

Conducted interviews with key business users to collect information on business processes and user requirements.

Executed analysis of risk and identified risk mitigation strategies.

Collaborated with stakeholders to identify business needs and data sources.

Created data models to support decision-making processes.

Production scheduler in development strategies for new application development projects.

Design, Plan and Schedule incremental builds in the development phase of the SDLC.

Conduit between account managers and developers to prioritize and create task schedules.

Provide guidance to developers on how to code functionality to meet customer requirements.

Plan testing phases and organize incremental and integration testing.

Deploy code to staging and production sites.

Configure testing environments for the purpose of integration testing.

Assist in systems design and functionality specifications.

Write Requirements, Design Specifications and other SDLC documentation during the development phase of a new version and build release.

Write test cases for the UAT phase of the SDLC for client instances.

October 2013 – October 2014

Epicor (Trevose, PA)

Application Support Specialist

Provided technical support for the ERP system comprising of Sales and Order Management, Supply Chain Management (SCM), and Financial Management.

Troubleshoot issues reported by email, phone, and Virtual Private Network (VPN)

Respond to general inquiries about system functionality.

Query the SQL database to identify data issues.

Write and execute stored procedures to resolve data issues.

Run ad hoc queries for reporting purposes.

Run traces through SQL Profiler to troubleshoot SQL errors.

Update applications and databases as needed.

Clone customer environments for duplication of system issues

Research customer issues on solutions database

Write solutions to contribute to solutions database.

Assist customers with running scripts and updating databases.

November 2010 – March 2013

Nextdocs Corporation. (Conshohocken, PA)

Software Support Engineer

Provided end user support for Nextdocs/SharePoint web application. Installed and configured SharePoint. Created virtual environments for issue reproduction and testing

Investigate, analyze, and provide solutions for technical issues within SharePoint web application that houses the customized solutions for Nextdocs.

Troubleshooting steps included: pinging servers; restarting services; reviewing logs; virtual connection to client’s environments to reproduce issues.

Respond and resolve issues based on level of criticality and provide root cause analysis once the issue(s) been resolved. Issues ranging from password resets to system crashes.

Provide workarounds for issues which are deemed to be bugs in the code and that require either a hot fix or an upgrade.

Coordinate with third party vendors assist with root cause analysis and troubleshoot issues involving third party software that is integrated into the solution.

Install and configure SharePoint 2007 & 2010 and the Nextdocs solutions.

March 2008 – May 2009

Fisher Clinical Services (division formerly known as Acculogix Inc. (Bristol, PA)

Project Manager

Managed and coordinated drug receiving, storing, packaging, and shipping operations of multiple pharmaceutical accounts.

August 2007 – March 2008

Icon Clinical Technologies (North Wales, PA)

Assistant Project Manager

Wrote user requirements specifications and functional specifications for new development requirements for the Interactive Voice Response System (IVRS).

August 2003 – August 2007

Almac Clinical Technologies (Yardley, PA)

Project Specialist & Validation Analyst

Provided end user support for the Interactive Voice Response system (IVRS). Oversaw the quality processes for assigned projects. Wrote validation reports and finding reports for SDLC audit files.

SUMMARY OF EDUCATION

Pierce College - Philadelphia, PA

Bachelor’s degree in Programming and Application Development

County College of Morris – Randolph, NJ

Associates in Arts and Social Sciences

The Chubb Institute – Parsippany, NJ

Diploma in Computer Technical Support

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