Project Manager Quality Assurance

Dawn E. Rogers

*** ****** ***, *** *********, TX 78132 267-***-**** ***********@*****.***

267-***-**** ***********@*****.*** 1 P a g e Team Leader Project Manager Customer Advocate

PROFESSIONAL PROFILE

Practiced professional with a strong background in project management, systems integration, team leadership, and customer advocacy. Skillful in managing cross- functional teams, stakeholder engagement, budgeting, risk assessment and mitigation, and quality assurance. Proficient in fostering strong and long-lasting relationships with clients and stakeholders, and consistently exceeding performance expectations. Demonstrated commitment and capability in converting challenges into solutions and solutions into results using best practices methodologies including Six Sigma, Agile, and PRINCE2 to ensure accuracy, efficiency, and timely delivery. CORE SKILLS

• Project Management • Optimizing Processes • Developing Unity

• Customer Engagement • Mitigating Risk • Innovating Solutions

• Budgeting & Cost Control • Customer Service • Quality Assurance PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

IT Project Manager

NIKA Technologies, Inc., Rockville, MD

July 2024–October 2024

Senior member of NIKA’s Information Technology (IT) department, reporting to the Executive Vice President of IT. Responsible for the supporting the global vision and strategy by managing and overseeing all IT-specific projects across the department, including infrastructure, cybersecurity, and service desk initiatives.

• Identified gaps and risks across IT teams; worked closely with department leadership and team members to foster unity through collaboration, transparency, and sponsorship.

• Successfully led over 20 major tasks and projects across cross-functional teams, managing all project phases from planning to execution.

• Improved intradepartmental productivity and efficiency through the adoption of standard project management methodologies including Six Sigma, Agile, and PRINCE2, increasing period project closeouts by over 200%.

• Developed detailed project plans, including timelines, resource allocations, constraints and risks, and cost projects to ensure accurate and timely delivery.

• Developed strong trust-based relationships with project stakeholders ensuring strategic business needs were properly communicated and aligned with IT project goals. Dawn E. Rogers

267 Azalea Way, New Braunfels, TX 78132 267-***-**** ***********@*****.***

267-***-**** ***********@*****.*** 2 P a g e Program Support Specialist / Database Administrator NIKA Technologies, Inc., Rockville, MD

October 2022–July 2024

Key member of the Defense Health Agency “Master As-Built Repository Solution” (MARS) program support team. Responsible for ensuring program support SLAs were consistently met through the effective and timely resolution of program-level support requests.

• Migrated legacy systems into new platforms, ensuring data accuracy and resolving inconsistencies.

• Acted as a liaison between IT and other departments, troubleshooting software issues and escalating concerns for swift resolution.

• Managed service ticket requests through Service Desk Express, ensuring timely responses to IT concerns.

• Provided additional training for Facility Managers and Project Managers on system use and best practices.

• Conducted customer service initiatives, gathering feedback from Facility Managers and identifying opportunities for software enhancement.

• Maintained high-level understanding of clients' confidentiality requirements, particularly regarding CAD blueprints for medical facilities.

• Prepared and presented strategic progress reports to customer and program stakeholders during monthly, quarterly, and end-of-year program review meetings.

• Drafted, reviewed, and prepared accuracy changes related to function-level processes, procedures, and practical guidelines.

Senior Customer Care Associate

HD Supply, New Braunfels, TX

July 2022–October 2022

Customer care associate responsible for customer care services, including tracking and reporting order metrics, researching customer purchase metrics and analytics, fulfilling customer quotes and purchase orders, and preparing customer-oriented sales reports.

• Responded to customer inquiries regarding product selection, services, and order status.

• Provided sales quotes and processed customer orders.

• Conducted quality assurance reviews and customer follow-up efforts to ensure customer satisfaction and service expectations were met.

• Researched and suggested alternative products to better meet client needs.

• Utilized proprietary systems for tracking orders and troubleshooting issues.

• Maintained 100% accuracy in data entry and customer service communications, as reviewed by supervisors and quality assurance teams. Dawn E. Rogers

267 Azalea Way, New Braunfels, TX 78132 267-***-**** ***********@*****.***

267-***-**** ***********@*****.*** 3 P a g e Install Manager

Lonestar Fiberglass Pools, New Braunfels, TX

January 2022–May 2022

Installation manager responsible for planning, coordinating, tracking, and reporting all on- site activities of the 16-member installation road crew.

• Management of Road Installers

• Coordinated schedules for 16 members on the installation road crew, including excavation, installation, and leak detection.

• Collaborated with lead crew members in reviewing all CAD drawings, municipal right of ways, dig diagrams and yard obstructions.

• Conducted site visits to perform equipment maintenance checks, ensure crews were properly supplied and managing their time effectively, and report safety incidents.

• Fielded client calls on behalf of installation crews, scheduled customer meetings and site activities, coordinated rentals, heavy haulers and crane operators, and maintained truck driver pre-trip logs and equipment inspection sheets.

• Managed maintenance records for all fleet service vehicles, including six trucks, two excavators, two skid steers, and various field assets, and executed action plans related to equipment concerns and installation incidents such as accidental damage to power, water, and gas lines.

• Maintained, tracked, analyzed supplier delivery and haul costs for each job site to reduce costs and improve efficiency.

• Spearheaded the development of morale incentives and bonus programs to promote employee engagement and boost morale.

• Management of Turnkey Coordinators

• Performed quality assurance reviews and approvals for subcontractor invoices, negotiated cost disputes and unauthorized services, and identified competitive subcontractors to reduce costs and ensure the highest standard of quality.

• Provided training, instruction, and strategic decision-making support for coordinators.

• Reviewed and verified site installation records against decision plans to ensure scope accuracy and timing requirements were satisfactorily met.

• Supported remote and on-site customer support services including the development of corrective action plans to improve customer confidence and satisfaction.

• Worked with purchasing to ensure all equipment was inventoried and accounted for on each jobsite.

Dawn E. Rogers

267 Azalea Way, New Braunfels, TX 78132 267-***-**** ***********@*****.***

267-***-**** ***********@*****.*** 4 P a g e Director of Development

Center of Independent Living, Converse, TX

July 2021–February 2022

Served as the fundraising and public relationship coordinator, responsible for coordinating community events, connecting with donors and volunteers, and maintaining records.

• Attended community events and performed community outreach services, including engaging and, meeting with possible donors, and scheduling small donor meetings.

• Developed and maintained database of donors, volunteers, and contacts.

• Planning and coordinating community fundraising events and maintained social media engagement related to events and online auctions.

• Keeping into contact with Nursing homes and Insurance companies for referrals for relating patients to a more independent living.

• Assisting our relocation team with coordination, purchases materials, paying rent and transportation to allow a smooth transition into Independent living.

• Run meetings for all staff and executive team in creating goals and training.

• Assisted in locating and applying for various government grants. Installation Technician

Process Environments, Inc., Selma, TX

December 2020–July 2021

• Assist foreman in installation of piping for dust collectors and cyclones.

• Installed new ducting to new/existing installations to meet EPA compliance requirements.

• Performed collector reconditioning for resale.

• Responsible for maintaining accurate supply inventory. Database Support Manager

NIKA Technologies, Inc., San Antonio, TX

December 2018–September 2020

• Performed incident support services on program-related support requests via Service Desk Management Platform (ManageEngine Service Desk Plus and Service Desk Express), including troubleshooting connectivity to USAF software such as government firewall, user account permissions, and application/browser related issues.

• Traveled on-site to assist in collections of as-built records.

• Conducted program-wide software survey for contract Program Managers to determine resource adequacy and effectiveness and software enhancement recommendations.

• Performed supplemental training for contract and program staff as needed. Dawn E. Rogers

267 Azalea Way, New Braunfels, TX 78132 267-***-**** ***********@*****.***

267-***-**** ***********@*****.*** 5 P a g e Senior Quality Assurance Specialist

MSS, Montgomeryville, PA

February 2007–June 2018

• Tracked measurements of over 200 subcontractors throughout the U.S. and Canada.

• Adopted strict standards for compliance and employment pre-checks related to in- network service provider onboarding and offboarding, resulting in a 35% increase of qualified in-network service providers.

• Reviewed, responded, recorded surveys produced by transferees or clients based on services completed, resulting in MSS being selected as the top third-party supplier for Cartus Mobility and AMSA and other prestigious awards.

• Documented, monitored, audited, and investigated claims related complaints.

• Maintained a travel schedule for field-based network managers visiting service providers and coordinated internal training with service providers, instructors, and departments.

• Wrote procedures and processes for quality assurance.

• Designed, developed and delivered a performance report based off a Metric system for the service providers by increasing the overall quality of our network by 47%

• Worked with the companies’ proprietary systems to instruct Service Providers in being a greater value asset for their organization and MSS. EDUCATION, CLEARANCE, AND PROFESSIONAL CERTIFICATES Education:

• Business and Computer Specialist – Computer Networking, 1999 o Lehigh Valley College, Center Valley, PA

Professional Training:

• CPR Certified, 2017

• Ethics and Compliance, 2012

• Safety Committee, 2012

• Email Writing & Presentation Excellence, 2011

• ISO Certification, 2009

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