Project Management Customer Support

Mellissa Ann Creppel

***** ******** **** *****, *******, Texas 77429 713-***-**** *********@***.***

Experienced in business processes, data research, data analysis, internal and external customer support and training, presentations, reports, data management, knowledge management, and product/program/project management for implementation across global enterprises as well as managing client and vendor relations in multiple industries.

TECHNICAL SKILLS

-Microsoft Office Suite

-Zendesk

-SQL Studio

-Adobe Reader

-Power BI

-Adobe InDesign

-Go to Meeting

-Sharepoint

-Zoom

-Asana

QUALITIES AND SKILL SETS

-Strong verbal and written communication

-Strong organizational and time management skills

-Meet time-critical deadlines in fast paced environments

-Ability to learn new software, tools, and complex technology quickly

-Able to identify and streamline processes while increasing production and reducing cost

-Experienced in public speaking

-Able to interact and communicate with all levels of management

-Lead and manage multiple projects simultaneously

-Work independently or with a team

-Highly computer literate

-Keen attention to detail

-Experienced in writing blogs and research papers

-Driven to succeed

-Focused on customer satisfaction

EXPERIENCE

CFISD - Houston, Texas

Aug. 2023 – Present Special Education Adaptive Behavior Teacher

-Work with special needs 2-5 grade students in the adaptive behavior environment

-Create and maintain lesson plans, grade books, and projects

-Manage paraprofessionals in the classroom

SuperBurgers - Magnolia, Texas

June 2023 - Present Business Consultant

-Review financial statements, identify business needs, and analyze business practices and procedures

-Identify areas of improvement and developing plans to improve the business

-Advise senior executives to provide detailed plans on how to implement changes

-Compile and present research findings and recommendations

CFISD - Houston, Texas

Apr. 2023 – May 2023 Substitute Resource Classroom Teacher

-Long-term resource substitute working with 1-5 grade special education students

-Create lesson plans associated aligned with the needs of the individual students

ReGrease - Houston, Texas

Mar. 2022 – Apr. 2023 Project Manager

-Working knowledge of project management lifecycle, tools, and techniques

-Create and maintain projects

-Liaison between project team and stakeholders

-Regularly update business owner on project status

American Productivity & Quality Center - Houston, Texas

Jan. 2016 – Mar. 2022 PCF (Process Classification Framework) Product Manager

-PCF utilization management

oIdentify and document information needs for PCF management, including existing and new sources for information about PCF utilization

oDevelop, implement, and maintain procedures for the regular capture and maintenance of PCF utilization management information

oAssemble reports and answer questions about PCF utilization

oServe as the central repository and manager for PCF utilization knowledge

-PCF release management

oComplete lifecycle management of PCF releases within APQC for 19 versions of the PCF in the product line. Ex. Cross Industry, Healthcare Provider, Heathcare Payor, Retail, Education

oDevelop release schedules for PCF releases

oMaintain the system of record for PCFs within APQC

oCoordinate with internal and external resources to release PCFs to the world

oEnsure quality in PCF

-PCF community management

oIdentify and manage enhancements to the PCF, including defects and enhancements

oManage the prioritization of enhancements and their realization

oParticipate in strategic planning discussions

oCoordinate and collaborate with others to achieve PCF goals, including Research Services, Marketing, Advisory Services

oFacilitate the external communities as needed, including LinkedIn, ensuring client questions are answered in a timely fashion

oAssist in delivery of APQC training courses to external and internal customers

Be a role model for good knowledge management and process improvement practices

Jan. 2016 – Mar. 2022 OSB Data Analyst

-Open Standards Benchmarking project support:

oSupport Open Standards Benchmarking projects

oSupport quantitatve and qualitative research including survey design, data management, analytics, interpretation, and synthesis of data, reporting findings and results, and supporting deliverable creation

oSupport the building of data collection tools, extract data, generate charts, tables, graphs, and presentation-quality materials, and help prepare customer reports and deliverables

oProcess, validate, and disseminate OSB one-off survey submissions

-Support the processing of low – mid complexity Benchmarks on Demand with attention to detail,

and timeliness

-Provide 1st level support for OSB Help Desk questons:

oReview, assign and/or partner with OSB resources to resolve helpdesk questions

oEngage in contnuous training to improve job skills and knowledge competencies

Kelly Services @ Baker Hughes - Houston, Texas

Apr. 2015 to Jul. 2015 Service Delivery Project Coordinator

-Help to decommission satellite Baker Hughes sites throughout the US and Canada

-Update ongoing spreadsheets and clarity with time sensitive closure documentation

-Work with telephone and data circuit companies to cancel or modify existing services

-Work with 3rd party billing company to update current data and telephony charges

-Create and maintain projects related to decommissions in Clarity and MS Project

-Provide cost analysis information to Baker Hughes regarding site closures

-Utilize MS Project, Excel, and Word’ Clarity, Matrix, Spectrum and SharePoint

-Manage asset returns from decommissioned sites from vendor quotes to asset check-in

-Working knowledge of ITIL Change Management methodology

-Start to finish project management for several decommissioned sites simultaneously acting as the single point of contact

CSC @ BHP Billiton Petroleum - Houston, Texas

Mar. 2012 to Dec. 2014 Subsurface Computing Service Delivery Lead/Operations Coordinator

-Team Lead and coordinator for a support team dedicated to best-in-class support for BHP Billiton’s Exploration and Production (geologist/geophysicist) user base

-Work collaboratively with BHP Billiton’s internal information management, ensuring successful service delivery to the end user

-Provide queue coordination for CSC’s Subsurface Computing technicians, maintain technicians’ queues, and gathered and provided end user feedback

-Act as a single point of contact for all high priority issues relating to BHP Billiton’s Technical Computing users

-Responsible for oversight and coordination of successful and timely onboarding of all BHP Billiton Exploration and Production users, from service delivery perspective

-Gather metrics and generate reporting matrices to both BHP Billiton and CSC to provide real time analysis and measurement of this team

-Utilize MS Access, Excel, Word, and PowerPoint; Remedy 4 and 7.6

-Construct pivot tables, charts, and presentations for IM and the business as per company standards

Icon Consulting @Shell Oil US - Houston, Texas

Jun. 2007 to Dec. 2008 Infrastructure Business Analyst

-Wrote and implemented policy and procedure standards for desktop services division

-Designed and implemented client/vendor reports for the hosting services division

-Recovered $100k upon completion of a single analysis project between vendor and client

-Saved thousands in yearly unneeded maintenance costs for the desktop and hosting teams after analyzing assets in use versus those billed as maintained by the vendor

-Maintained accurate counts of all active an inactive IT assets, network, and email accounts

-Verified network security agreements were signed and maintained on a yearly basis

Century A/C Supply - Houston, Texas

Jan. 2007 to Jun. 2007 Marketing Specialist

-Updated customer accounts databases (FACTS) to reflect accurate information

-Designed flyer concepts for upcoming awards ceremony

-Maintained spreadsheets for extracurricular activities and customer reimbursement programs

-Compiled marketing portfolio for disbursement to established customers and potential clients.

-Scheduled classes and monitored attendance for technicians to maintain certificate compliance

CSC @ Shell Oil US – Houston, Texas

Jan. 2005 to Dec. 2006 Project/Technical Lead-Desktop Asset Refresh Project

-Managed a national team of technicians during the PC rollout of Shell’s new 2006 assets for the Houston Central Business District and all East Coast and West Coast Shell Refineries

-Increased monetary intake by 40t by increasing daily refreshes and documentation auditing

-Responsible for weekly reporting, local client interface, procuring resources and maintaining and establishing value driven relationship with all lines of service involved with the project

Project Coordinator- SOX Server Audit Project

-Tracked server activity to insure industry standard compliance

-Worked with Program Manager to deliver all necessary server data to a team of auditors via detailed server history documentation

-Worked with on-site technicians to remediate all out of compliance servers

Help Desk Analyst – Shell Exchange 2000 Migration

-Provided phone support, account, and security administration for users

-Helped launch a large-scale implementation of Secure ID authentication

Getronics – Houston, Texas

Jan. 2002 to Jan. 2005 Help Desk Analyst/SME Extended Support Team

-Provided technical support for software such as Netscape, Internet Explorer, Outlook, Netscape Messenger, Microsoft Office Suite, and various companies’ specific Dial up or VPN software

-Promoted solid customer service skills with the company and customer in mind

-Provided basic account and security administration such as password resets for many different software environments including, but not limited to, Novell, NT, SAP, UNIX, and Mainframe

EDUCATION AND CERTIFICATIONS

-Bachelor of Science in Business Administration, Columbia Southern University

-Certified Scrum Product Owner (CSPO)

-Certified Scrum Master (CSM)

-Certified Notary Public

-Lease Signing Agent

References Available Upon Request

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