Project Manager It

Ericka Edmond

Atlanta, GA 678-***-**** ************@*****.***

IT PROJECT MANAGER

COMPETENCIES

• Jira

• Excel

• ITIL Framework

• Change Management

• ServiceNow

• Confluence

• Agile Methodology

• Stakeholder Management

PROFESSIONAL EXPERIENCE

IT Project Manager 09/2022-08/2024

Cisco Systems

• Directed a portfolio of 100+ customer-facing projects, yielding $12M in revenue while reducing project delivery costs by 18% through strategic resource allocation and risk management practices.

• Designed and implemented a standardized communication framework between technical and business teams, decreasing project delays caused by scope misunderstandings.

• Optimized project timelines by introducing automation tools in reporting and tracking, leveraging Python for quotes and Excel for data analysis, leading to faster decision-making and more accurate project forecasting.

• Managed contracts with vendors and suppliers while generating invoices and quotes for project bids and services, ensuring alignment with project scope and budget.

• Identified process inefficiencies and implemented corrective actions that led to an improvement in cross-team collaboration, reducing project bottlenecks and improving sprint completion rates. Project Manager 03/2019-03/2021

Children’s Healthcare of Atlanta

• Led process redesign initiatives across multiple departments, cutting process cycle times and delivering an increase in overall operational efficiency.

• Introduced a metrics-driven performance review system, increasing process visibility and empowering teams to self-correct performance gaps before escalation.

• Coordinated user acceptance testing (UAT) with end-users to validate project outputs and ensure they met requirements.

• Created project contracts, quotes, and invoices, facilitating clear communication between vendors and internal teams and improving budget tracking.

• Spearheaded the deployment of a new project management dashboard, improving stakeholder visibility and project status reporting accuracy by 25% while reducing manual reporting time. Project Manager 01/2017-12/2018

Amtrak

• Managed a portfolio of infrastructure and IT projects with budgets totaling $4M, achieving an on-time delivery and reducing project costs through careful resource planning and risk management.

• Streamlined scheduling processes to align internal teams and external vendors, enhancing communication and project execution.

• Engaged in stakeholder management, ensuring that client expectations were met and fostering long-term relationships.

• Oversaw project-related procurement, reducing vendor lead times by 10% and negotiating contracts that saved the organization an additional $200K in operational expenses.

• Drove process improvements that resulted in a 12% reduction in waste (time and resources), allowing projects to be completed ahead of schedule without compromising quality.

IT Help Desk Analyst 01/2016-12/2016

Apple

• Managed and resolved an average of 70 help desk tickets per day, achieving a 98% satisfaction rate and reducing ticket resolution time by 25% through enhanced troubleshooting protocols.

• Led the development of a knowledge-sharing platform, cutting ticket submission volume by 15% and allowing users to solve common technical issues.

• Collaborated with the IT security team to identify and mitigate 50+ potential vulnerabilities, reducing organizational risk exposure by 12%.

• Participated in cross-departmental initiatives to upgrade legacy systems, reducing compatibility issues by 30% and streamlining system performance across all locations. Technical Support Analyst 07/2015-12/2015

IBM

• Resolved 90% of technical issues within the first interaction, achieving a departmental-high first-call resolution rate of 85% and reducing escalations by 20%.

• Developed troubleshooting scripts that improved response time by 18% for common technical issues, helping the team handle a 10% increase in ticket volume without additional headcount.

• Conducted monthly workshops for end-users, reducing repeat incidents by 30% and improving customer satisfaction scores by 15%.

• Reduced project implementation times by 20% by collaborating with cross-functional teams to streamline deployment procedures and identify bottlenecks.

• Analyzed service desk metrics to uncover trends, reducing average ticket resolution times by 12% and saving the department

$100K in operational costs.

• Led the coordination of hardware/software upgrades for 500+ users, ensuring 98% of systems were operational within the first 24 hours of deployment.

EDUCATION AND CERTIFICATIONS

BS: IT MANAGEMENT

Western Governors University- 2025

Google Project Management Certification -2023

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