Mobile Device Project Manager

Shanna Morris

*** ********* **. ******, **• 678-***-**** • *************@****.***

Profile Summary

Highly motivated experienced Mobile Device Management Solutions Engineer and Project Manager capable of managing and collaborating several complex initiatives simultaneously. This includes requirements elicitation, scheduling, technology integration and performing tasks associated with project management responsibilities.

Areas of Expertise

• Project Management • Mobile Device Management (MDM) • Troubleshooting • Business Solutions • Root Cause Analysis • Motivation and Leadership • Process Development

Team Orientation• Quality Improvement • Risk Management

• Inspection/Auditing• Verbal/Written Communication •Content Management and Collaboration

Organizational Skills Software Installation

• Policy Writing• Asset Management • Test Planning and Development

Work Experience

Xerox- Cary, NC- Remote

Service Delivery Manager: Mobile Device Governance, July 2021 – March 2024

Work closely with internal global business contacts to ensure understanding of business needs for mobile devices to ensure regional requirements are specific per country, and per carrier while maintaining requirements can be met.

Maintains a complete understanding of the Mobile Eligibility Policy and functions as a subject matter expert in discussions with internal organizations to explain its purpose and/or impacts for when policy adjustments are being proposed and/or implemented.

Build relationships with multiple wireless carriers (AT&T, Verizon, and T-Mobile) to guarantee operations are aligned with existing contracts, understands renewal cycles, and works through Global Purchasing on renewals and RFPs as directed by Management to explore the market for best carrier options in a specific market.

Manages the operations of the Xerox’ governance tool with the vendor (Calero MDSL) and ensures Levels of Service are met for mobile device provisioning, incident resolution and invoice processing and validation for ~50 global wireless carriers.

Assist Calero in an ongoing operation to maintain cost savings, device fulfillment and optimization with cost savings for US mobile carriers.

Works closely with the Xerox’ ITIL Operations team to manage/enhance/improve the provisioning of the request process for mobile devices in the ServiceNow system.

oEnsures ServiceNow incident workflows are configured for proper assignment.

oAdd and remove solutions that are most beneficial for managing internal requests in the most effective manner.

oEnsure Calero receives daily API files to with most recent data

Engages the Change Management team as required, ex. for a platform upgrade of the Calero MDSL tool.

Ensures the Xerox Mobile Device Policy is enforced throughout the organization.

Responsible for accurate forecasting of mobile expenses, by carrier and country as well as ensuring accurate billing is reflected in the financial plan and presented to the organizational financial team.

Excellent skills in data analysis as well as presenting the data in concise format for review with senior leadership.

Collect, report, and provide custom reporting that reflects trending data for global devices within the organization. This also includes historical reporting for expense trends.

Engage and maintain relationships with US carriers to assist with developments, upcoming changes, and any issues.

United States Postal Service (USPS)/General Dynamics – Raleigh, NC

Project Manager/Mobile Device Engineer, June 2018- March 2021

Provide Solution Architecting for various projects within USPS.

Work closely with stakeholders and other teams to analyze and gather business requirements.

Manage and schedule internal and external meetings, including monthly business meetings.

Develop and present recommendations and supporting analysis for management decisions.

Guide IT Mobile Computing (ITMC) manager and other stakeholders to gather business processes; business requirements; identify and mitigate risks; and coordinate project plans.

Oversee Champions program for Mobile Device Training, documentation and implementation.

Established profiles, policies and governance with USPS Postal Police and USPS Safety departments.

Collaborate with other teams to analyze and understand business requirements.

Manage and collaborate technology projects with engineers, developers, and programmers.

Collect, compile, analyze and interpret data to assist with completion of large projects.

Anticipate and provide recommendations and solutions on process improvement opportunities.

Author and distribute technical manuals and other project related communications.

Compile and distribute weekly project progress reports to stakeholders.

Document and distribute weekly meeting notes to stakeholders.

Ensure mobile devices are activated and enrolled in MobileIron (MI) MDM to maintain inventory, compliance, and project requirements.

Track, view, and revise project activities to ensure project deliverables meet the project objectives and timelines.

Develop expert knowledge of existing systems and facilitate creation of mechanisms to track current and future state architectures.

Work with the Project Managers and Business Analysts to develop high-level project schedule resource plans for implementation projects.

Created and implemented innovative business solutions to support corporate objectives.

Assist with ITMC Change Requests to ensure accurate and thorough information to acquire approval.

Provide basic to complex troubleshooting and customer service to USPS mobile device users across iOS and Android Platforms.

Utilized MobileIron to provide troubleshooting for iOS, and Android devices.

Serve as subject matter expert for ITMC on Microsoft Office 365 on workstations and on mobile devices.

Establish policies and implement Microsoft Office 365 Teams and OneDrive for the ITMC group.

AGCO CORPORATION — Duluth, Georgia

Global Mobility Telecom Analyst, February 2016 – June 2018

Implemented and architected solutions on MobileIron for the organization, worked closely with engineering, Telecom, Active Directory team. Provided timeline for deliverables.

Maintained knowledge of industry trends and utilized this knowledge to educate both IT and the business on opportunities to build better architectures that drive business solutions.

Performed design reviews to ensure the implementation aligns with the architectural road maps.

Comprehensively supported managed services, out-tasking, and out-sourcing projects.

Serve as the subject matter expert on mobility infrastructure:

oMaintained, prioritized, and implemented mobility feature enhancements.

Provided procurement and support services, built enhanced rapport, and assisted North America/Canada end users with best mobility management practices and mobile line support.

Consistently implemented monthly management techniques and strategies for all facets of the business including procurement, support, communication, end user training, and additional improvement opportunities.

Provided basic to overly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end users.

Provided billing and account related support for all North America/Canada. Completed service activations, warranties, cancellations, and exception-based services within established corporate guidelines.

Supervised four North America Telecom Mobility Analyst with maintaining Mobile Device Management configurations, oversee MaaS360 Mobile Device Management.

Migrated all lines from MaaS360 to AirWatch

Actively engaged in continuous improvement recommending content, solutions or alternative processes that may improve the customer experience or operational efficiencies.

Updated and executed Mobility policy for North America/Canada.

Engaged with third-party vendor (Ovation Wireless Management) to assist with wireless expense management.

Provided first level approval of all billing invoices for the IT department. Identified any variances or discrepancies based upon previous billing.

Assisted in the establishment of policies and procedures for maintaining an accurate inventory of IT assets, including cost, location, assignment, and configuration.

Collaborated with Director of Global Infrastructure, IT Upper Management, and Team Leads to develop procedures to store, distribute and report on hardware inventory.

Assisted end users: with MI enrollment, troubleshooting of device performance issues.

Obtained quotes from vendors, created Purchase Orders (PO(s) and Proposals that required management authorization.

Managed over 5600 devices and over 38 applications within MaaS360 for NA, SA, EMEA and APAC.

Implemented Apple Volume Purchase Program (VPP) and Device Enrollment Program (DEP) to reduce time with device configuration for all devices.

Managed the implementation, deployment and support of wireless devices including researching emerging technologies.

Reduced risk through the development and implementation of MDM policies.

Established and deployed new MobileIron profiles for users including email, security, restrictions, etc.

Led management meetings for budget and stewardships for Mobility accounts. Provided oversight of $1.5-million-dollar expense report for mobility and advised on cost savings methods.

Re-evaluated and negotiated new mobile contracts for Verizon, AT&T, and Bell Canada

Reduced monthly spending with Verizon by $22k.

PRECYSE SOLUTIONS — Alpharetta, Georgia

Technical Account Manager, May 2015 – February 2016

Assisted transcription colleagues with password reset using Active Directory. Compiled and created Excel reports for outstanding transcription unresolved issues. Per client request, assisted with expediting medical transcription. Coordinated with internal colleagues and reported problems regarding transcription workflow.

Submitted trouble tickets for internal and external issues by utilizing Autotask system.

Restarted Health Level Seven International (HL7) and Mirth interface applications on server to clear alerts as they occurred.

Communicated with Health Information Management (HIM) departments, physicians, and medical record staff on various issues.

Monitored network servers using Sitescope and Nimsoft alerting software, performing corrective tasks. Monitored alerts generated by hospital servers, trouble shoot the errors for hospital jobs to complete processing.

Submitted physicians into SQL server and Digital Video Interface (DVI) system so dictation reports can return via modem, and fax.

Managed over 75 plus hospitals accounts, updated physicians, and HIM staff profile accounts.

STRATIX CORPORATION —Norcross, Georgia

MDM Technical Support Specialist, December 2012 – May 2015

Provided technical phone, email, chat, web portal support of company’s proprietary software and hardware products to external customers, and provided desktop support and software systems support.

Build strong relationships with business partners to ensure technology alignment with business priorities.

Conducted remote diagnostics and MDM support to all devices, including device enrollment, assigning profiles for users, and managing apps.

Assisted in responses to customer and prospective customer evaluations, escalations, and technical requirement documentation.

Supported end users with Microsoft Exchange Active Sync on mobile devices.

Provided 24/7 End-User Support for all mobile devices, software, and MDM Services.

Develop expert knowledge of existing systems and facilitate creation of mechanisms to track current and future state architectures.

Tracked, routed, and coordinated escalations to multiple internal teams and/or interfaced with external vendor/Original Equipment Manufacturer (OEM) support.

Worked with the client to communicate essential information about system maintenance, changes, and events, and to address client concerns regarding any aspect of the services.

Kept adequate records for all customer contacts and tasked calling lists using tools within company’s database, contact management, and customer management systems.

Managed deployments for projects and assisted with distribution of packages to various devices.

Managed and delivered scripts to devices.

Created and processed Return Merchandise Authorization (RMA) for devices that are not operable.

Handled change management processes and some risk management processes.

Utilized AirWatch, SOTI and MobiControl to provide troubleshooting for iOS, and Android devices.

Provided second tier hardware and software support, application support, configuring and deploying mobile communication devices, and coordinating and performing installations of various electronic device packages.

Troubleshot devices using Remote Desktop. Provided second tier support for troubleshooting and resolution of software and hardware issues for internal and external customers.

Handled 25 calls per day with a solve rate of about 95%.

RE/MAX REGIONAL SERVICES —Alpharetta, Georgia

Technical Services Coordinator, May 2012 – September 2012

Provided LeadStreet and MainStreet support and training for all Regional Offices made up of five states.

Conducted classroom and web-based training for RE/MAX agents, brokers, and managers.

Configured new user profiles. Assisted new agents on managing their User profile and Website Management tools. Assisted new personnel within office with system setup, passwords, and computer configurations.

Developed training materials as required for new and existing technologies. Conducted onsite, online and webinar training classes for: Basic LeadStreet, Advanced LeadStreet, Website training, Design Center.

Provided intranet updates for Regional Office Departments such as: Sales, Marketing, Accounting, and Information Technology. Managed and published regional news and highlights to the Intranet monthly.

Managed SalesForce database. Updated SalesForce monthly with separate office reports and statistics.

Responded to inquiries and tickets in a timely manner.

Managed relationship with 3rd party vendors to assure effective business practices.

Acted as a liaison between ticketing system (Reliance) and agents to assure agent’s issues were resolved in a timely manner.

Represented a professional image in dealings with both internal and external contacts.

CITRIX —Alpharetta, Georgia

Customer Service Representative, May 2011 – May 2012

Provided customer support:

oAcquired and maintained customer profile information.

oReceived, edited, processed, verified, and resolved incoming inquiries from customers utilizing Vantive, Citrix.com, mycitrix.com, SAMRI, CertManager and various other systems.

oSupported inquiries for all Citrix product lines, programs, and promotions.

oProvided pre-technical support related to inquiries. Presented complex technical information to a non-technical audience. Educate and explain product features and benefits as well as technical specifications.

oConfigured: Windows XP/Vista/Windows 7/ Office 2003 and 2007. Configured and troubleshot Microsoft Outlook and Outlook express.

oInitiated required action and communicated to the appropriate personnel. Coordinated second and third level escalation response and provided follow-up on contacts.

oDetermined root problem cause and provided resolution to customers.

oWorked to define and diagnose issues by applying technical expertise, product knowledge, and communication and problem-solving skills.

oResponsible for ensuring that the Service Level Agreements (SLAs) between the customer and Citrix Systems were fulfilled through proper case management.

CGS/LENOVO —Atlanta, Georgia

Technical Support Representative, December 2010 – May 2011

Problem-solver and communicator via phone for IBM/Lenovo customers.

Balanced customer support, high-volume call center, and time sensitive technical quandaries.

Performed analysis and resolutions on hardware, software, and network connectivity issues.

Achieved seamless operations on inbound support requests.

MOREHOUSE SCHOOL OF MEDICINE —Atlanta, Georgia

Technical Help Desk Associate/Intern, February 2010 – December 2010

Provided daily technical support including network, connectivity, and e-mail to 500+ users.

Performed PC diagnostics to assess technical support issues.

Installed application software updates, provided hardware troubleshooting, and assisted with network access issues. Configured email clients (MS Outlook and Outlook Express).

Created Policy and Procedures documentation for knowledge base enhancement.

Education & Certifications

ITT TECHNICAL INSTITUTE — Atlanta, GA

Associates of Science in Computer Network Systems– December 2010

Honors/Achievements: Consistently recognized for achievement highest honors; member of National Technical Honor Society

NORTH CAROLINA CENTRAL UNIVERSITY — Durham, North Carolina

Bachelors of Science in Business Marketing – June 2004

YES-M-SYSTEMS — Norcross, Georgia

QA Testing Certification – 2012

SPECITUS — Online

QA Testing Certification - 2013

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