Project Manager Information Systems

Lysa Holmes

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

Stone Mountain, GA 30087

*********@*****.***; 770-***-****

EDUCATION:

Tennessee State University, Technical Engineering 1991-1994 Honors Presidential Scholarship

DeVry Institute of Technology, Decatur, GA, Computer Information systems. 1998-2001 Honors: Dean’s List

SUMMARY OF QUALIFICATIONS:

Over 20 years of management and leadership experience Knowledge of SS7 protocol; understanding of GSM, UMTS and LTE technologies; fifteen (15) + years of experience in analytical problem solving; knowledge of OSI model; familiar with network architecture; excellent written and oral communication skills; knowledge of network maintenance and provisioning with alarm management platforms; experience with multiple programming languages; strong organizational, technical writing and time management skills; self-motivated with ability to work independently and within a team

PROFESSIONAL EXPERIENCE:

RESTAURANT PLANNING GROUP/ SUPREME BURGER 2020-Present MANAGER

Run day to day Operations

Staffing and Scheduling

Catering Engagements and Coordination

Employee time management and timesheets for payroll Project Manager for subcontract Meals On Wheels Atlanta 2022-Present Responsible for daily delivery of hot meals to be served at 5 Dekalb County Senior Centers Daily communication

Daily coordination for home delivery drivers and senior center staffing Inventory Management for Senior Centers

AT&T Specialist-Network Operations Control / Lead 2015 – 2020 AT&T NTWK PERFORMANCE MGT & OPS Atlanta, GA

• Receive, analyze and resolve inquiries and requests for assistance from external and intercompany contacts with a high level of efficiency

• Trouble management – Analyze applications to determine the source of problem and next steps toward resolution

• Track and report progress of issues affecting customer’s services

• Manage internal and external communications specific to each customer

• Documented best practices for Network Customer Support

• Project managed provisioning of network services

• Communicate with customers, sales teams, and other internal/external departments regarding network service

• Interact with all levels of management to ensure quality service

• Peer to peer instruction and guidance

• Monitor and resolve escalations both internal and management

• Monitor and manage workload and allocate resources

• Monitor, support, drive, and resolve network outages

• Shift synopsis and handover

Tier 3 National Data Support/ Trainer

AT&T Mobility, Atlanta, GA 2009 - 2015

• Initial fault isolation support for internal and external customers

• Assists in the rapid assessment of nature and severity of customer issues to initiate creation of outage tickets for resolution

• Supports technical teams maintaining current technologies

• Displays thorough understanding of investigative processes maintaining quality audits above 98% and returned rates > 2%

• Developed training criteria implemented through web-based media and leader- led

• Trained outsourced partners and internal personnel on network processes, procedures and tasks

• SME for data related network issues

Product Analyst III / Senior Specialist – Customer Service AT&T Mobility, Atlanta, GA 2005 - 2009

• Troubleshot wireless data issues across multiple interdependent network elements

• Assisted in managing Clarify Team including tracking, trending, case management and assignment, call back queue management, management team escalation/research, training and department support

• Isolated and escalated undocumented wireless data issues in various regions

• Project manager for ATT Messages, Microcell concierge, and MMS network delivery

• Created and documented methods and procedures to ensure Clarify data trouble tickets handled efficiently; maintained department SharePoint informational Knowledge Base

• Served as a liaison between multiple departments and vendors to resolve network and content issues

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