Project Management Data Entry
Resume:
ISABELLA CHEESEWRIGHT ****************@*****.***
*** ******** **** *****, *************, GA 30044
WWW.LINKEDIN.COM/IN/ISABELLACHEESEWWRIGHT
Summary
Technology Professional with 20+ years of extensive experience in enterprise level IT application project management with extensive Agile/Scrum experience. Successfully managed efforts of engaging of identifying problems and provided SME (Subject Matter Expertise) to assisting in resolution of issues (technical and process) utilizing Agile and waterfall methodologies. Strong business insight and excellent communication skills, both written and verbal. Expertise
Project Management SharePoint Defect/Risk Management and Reporting SDLC (Agile & Waterfall) Quality / Vendor Management Stakeholder Management Cross Functional Teams Burndown/Velocity Charts Release Management Critical Path Assessment Epics/User Stories PowerPoint Google Smartsheets Microsoft Project Microsoft Office/Excel Siebel CRM Tableau Reporting AOTS M
Clarify CM Telegence SirionLabs Contract Management Professional Experience
TEKsystems – General Electric Company (GE Aviations) 6/2022- Present IT Sourcing Analyst/ CORP DT-Indirect Sourcing
o Actively support DT Sourcing leaders in separation activities o Provide the DT Sourcing team with analytics and data to enabling them to define separation strategy with suppliers
o Assist in the collection of updated requirements with Sourcing, VMO and functional leaders for separation activities
o Establish and maintain project plans for assigned supplier workstreams o Support Sourcing managers in the conduct of supplier deep dives including but not limited to prepping and facilitating the sessions
o Work with the team to establish strategy for third party managed software o Remain flexible to accommodate global time zones o Support administration of various sourcing database repositories o Facilitate the identification and landscaping of all major contracts across the IT Sourcing organization.
o Identify and address gaps in the existing contracts landscape (e.g. non-fully signed contracts) o Coordinate the generation of contract metadata based on the inventory of contracts gathered. Matrix Resources (Temp - Contractor) 12/2021- 2/2022 Telecom Escalation Analyst
o Identification of reporting of 3G Sunset escalation artifacts including: o Process details of customer complaints
o Utilizing standardized reporting templates
o Database entry of new customer escalations
o Updating escalation form with new data parameters o Using templates to respond to customer escalations o Ongoing escalation management of database which includes o Tracking of customer escalations statuses
o Data entry into escalation database for existing customer accounts o Data entry/write-up for customer proposals
o Adding new data parameters to database
Connexion Point, Sandy, UT 9/2021- 12/2021
Licensed HealthCare Agent
Sales and Retentions
o Identify and educate eligible consumers about Medicare product lines o Generate enrollment leads and referrals
o Assist prospective members with selecting and enrolling in Medicare health plans o Achieve sales goals via incoming calls
o Maintain Licensed Status by completing universal licensing application, required finger- printing, CE requirements (AHIP Certification 2022) AT&T, Atlanta, GA (FTE) 6/2021 – 9/2021
Largest provider of mobile services and the largest provider of fixed telephone services in the US. Customer Service Representative
o Sales and Retentions
o Sales and Retentions – offered customized solutions, identify sales opportunities and product upgrades and exchanges
o Communicated (written and verbal) as well as Educate customer on billing concerns o Utilized knowledge management database to mitigate loss and retain customer accounts AT&T, Atlanta, GA (FTE) 10/2014 – 7/2020
Largest provider of mobile services and the largest provider of fixed telephone services in the US. Sr Network Support/Vendor Manager
o Coordinated and lead activities of change management tasks to ensure the customer’s goals and objectives are accomplished. Developed job aids and process documentation in the areas of change management, incident handling, operational metrics, and automation and reporting. Platforms support include network inventory, network performance management, analysis/reporting tools and data visualization platforms o Partners with customers ( internal/externally) to understand business needs requirements, industry, and competition to identify present and future needs in a consultative selling approach
o Exceeded customer expectations in the area of vendor account management o Provided service management functions which included service review meetings, active problem resolution engagement and change control maintenance activities for external partners.
o Subject Matter Expert for Externally Hosted Partner Services and a point of contact for mobility partner service escalations.
o Interfaces with and is proficient using Customer Relationship Management, Change Management Planning and Platform upgrades
o Participated in the life cycle management of partners which includes release status meetings and change management activity planning and capacity planning. o Facilitated and organized Maintenance Advisory Board meetings with external partner and internal stakeholders for the review and approval of maintenance activities. o Managed customer related repository data as it pertains to: network diagrams, training slides, contacts, working level procedures, call flow, escalation procedures, planning including infrastructure program coordination, roadmap management, strategic and tactical planning
o Developed job aids and process documentation in the areas of: change management, incident handling, operational metrics, automation and reporting AT&T, Atlanta, GA (FTE) 4/2014 – 10/2014
Professional Business Manager
Define, design and implement processes into the organization, and facilitate change through consulting and collaboration.
o Management of policies/standards/processes, process improvement and transformation, tool deployment through consulting and collaboration
o Compliance/Assurance including audit and compliance review and management, process and quality reviews and audits, vendor management, vendor relations, disaster recovery and business continuity
o Resource Management including, workflow and work entry management, project estimations o Determine staffing requirements, staffing requisition creation, monitor interview process, monitor hiring completions and identify training for new employees o Analyzed and approved test plans ensuring system functional components as well as end to end scenarios cover requirements ensuring regression test coverage. o Built and empowered project teams to success through constructive communication and talent development.
AT&T, Atlanta, GA (FTE) 4/2013 – 4/2014
Sr. Specialist-Tech Project Management
Drafted action plans and lead meetings with department executives to review project status and proposed changes.
o Partnered with Network Planner and IT Departments to address user concerns, new feature enhancements, software feature fixes, system health and productivity and proof of concept. o Lead efforts of engaging Software Graphic Designer to developed PowerPoint presentation, training videos and other media formats to present project progress and new feature usage to the executive team
o Streamlined internal end to end customer ticket handling processes, with continuous efforts of looking for ways to improve Service Level Agreements (SLAs) and Mean Time To Repair (MTTR), which reduced company costs by $234K per year and increased internal ticket handling productivity
o Provided SME inputs and act as a primary point of contact for an internal project with Management Consultants (Deloitte Consulting LLP). Identified process and tooling improvement opportunities which will be used to increase adoption of tools used to troubleshoot customer network complaints
o Awarded the AT&T Service Excellence Award and Network Operations Star Performer Award in 2013
AT&T, Atlanta, GA (FTE) 1/2012 – 4/2013
Training Delivery Coordinator
Coordinate and manage all the logistical and administrative work needed to ensure instructor-led training programs run successfully.
o Conducted skills gap assessment to conduct targeted trainings to allow users to enhance their knowledge and skills in focused areas
o Generated and socialized status reports for management and group leadership on all training completions
o Created skills gap training for teams and facilitated o SME with in-depth knowledge of functional systems and trained new hires and incumbents on those systems. (Clarify CM. Telegence, AOTS M, Torch) o Troubleshooting of internal system issues, including learner issues with internal tools used to resolve customer impacting network issues
o Coached teams on best business practices improve the usability and troubleshooting behavior AT&T, Atlanta, GA (FTE) Jul 2004 - Jan 2007
New Product Support Analyst
o Cultivated and maintained on-going customer internal and external customer relationships. o Provided administrative support for Area Managers and Executive Leadership o Responsible for managing the software development process from start to finish and SharePoint Document Management
o Interfaced directly with Tier 3 Network Organization to investigate and resolve service problems as appropriate
o Wrote technical documentation for Local M&P for publication in CSP/Primus databases Education/Training and Memberships
Degrees:
o AA: Business Administration Everest University-Orange Park, 2014 o Business Principles: Lake City Community College, 1983 Other Education/Skills/Associations:
o Certified Six Sigma Green Belt: 2009
o Certified of Appointment of Notary Public: 2018
o Certified Scrum Fundamentals: 2019
o Certificate of Completion Microsoft Project 2019 Training : 2020 o Certificate of Completion Design Thinking (Understanding the Process): 2021 o Certified/Licensed Georgia Life, Accident & Sickness Agent
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