CARMEN BRADFORD

Starkville, MS 313-***-**** adin2j@r.postjobfree.com

Career Summary

Innovative, results-oriented Remote Project Manager/Senior Technical Writer with over 12 years of experience and a passion for building successful relationships and exceeding client and management expectations. Performing project coordination/management functions such as customer/client onboarding, planning, scheduling, organizing, and tracking processes, technical writing, ensuring the feasibility of each project. Proven success in the areas of project management, project coordination, customer service management, application development, new client onboarding, SharePoint Administration, Microsoft Office administration, technical writing/documentation, data implementation/migration, team building, communication, and presentation, as well as inter-department and executive client relations and account management.

Areas of Expertise

·Onboarding new clients/customers/stakeholders

·Project/Program Management and Coordination

·Technical Writing:(Create/Review/Manage) HTML Docs, Process, Copy Editing, Requirement, Policy, Procedure, Standard, Training, & Knowledge Base Documents (Technical writing samples available)

·Content Writing: (Product/Application Release Docs, Maintenance Docs, Upgrade Docs, Training Docs, and PowerPoint Presentations.)

·Communication Management

·National and International Customer Support Management

·Requirement/Data Gathering

·Infrastructure Data Center Consolidation

·Data Implementation and Migration

·Technical/Help Desk Support Management

·Technical/Software Training

·Project Budget Management

·Administrative management

·Atlassian, JIRA/Confluence Management

·Create/Manage/Update Project Plans and Reports

·Microsoft; SharePoint, Office 365, EMS, Project, Lync, PowerPoint, Excel, Outlook

·Implementation of Cloud Applications (Aware360, Fieldglass, Consol, PeopleClick, Peoplefluent)

·VMS/MSP (Vendor Management System/Managed Service Provider) Support: (SAP-Fieldglass, Consol, Peoplefluent, Peopleclick)

·Reporting Management

·Product Management

·Agile Methodology

·SDLC (Software Dev. Life Cycle)

·Migration Deployment

·Skype, WebEx/GoToMeeting

·SLA Management/KPI Management

·Incident/Problem Resolution Management

Professional Experience

Independent Contractor 03/2019 – Present

Remote Senior Technical Writer 4/IAM (Identity and Access Management) Operations Admin

Wells Fargo – Short-term Contract

•Worked on a Cybersecurity AWS and IAM (Cloud Identity and Access Management) Project with AWS/IAM Subject Matter Experts (SMEs), creating detailed technical and operational playbooks, reference guides, training, process, control, and policy documentation.

•Worked with Microsoft Office Tools, SharePoint, Adobe Acrobat Professional, Atlassian Confluence, JIRA, Adobe Photoshop, PowerPoint, Visio, MS Access, etc. daily.

•Worked with client to analyze audience and develop strategy to address technical documentation needs.

•Designed and developed complex content and technical documentation including process and procedure documentation, technical and functional specifications and other technical project artifacts, manuals, technical playbooks, technical training materials.

•Documented technical, business procedures, and best practices, identifying process gaps and offering alternatives.

•Completed requirement gathering sessions.

•Created/Updated Technical and Non-technical Content: (Product/Application Release Docs, Maintenance Docs, HTML Docs, Upgrade Docs, Training Docs, and PowerPoint Presentations.)

•Migrated content from varied sources (Word documents, Shell Docs, FrameMaker documents, SharePoint Artifacts, and cloud storage to Atlassian Confluence.

•Experience working on an agile/scrum development team participating in daily scrums.

Independent Contractor 06/2015 –11/2018

Remote Project Manager/Technical Writer

MTM Technologies Inc. – ThyssenKrupp - TurboTax

•Managed a data center infrastructure consolidation project. managed a team of engineers that decommissioned servers, built/updated new servers, completed RE-IP address changes, added new robots, etc.

•Conducted project kick-off meetings, defined project objectives, and scope, tracked risks, assumptions, and managed detailed project schedules.

•Created/Updated Technical and Non-technical Content: (Product/Application Release Docs, Maintenance Docs, Upgrade Docs, HTML Docs, Training Docs, and PowerPoint Presentations.)

•Technical Writing (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.

•Developed and maintained productive working relationships with project owners, business functions, IT developers, vendors, and other project stakeholders.

•Conducted and facilitated regular meetings, managed communications, ensured coordination, and cooperation among team members.

•tkMNA Data Center consolidation and data migration/implementation.

•Planned and facilitated project review meetings to expedite requirements and resolution of project issues.

•Guided technical team on resource requirements, methodologies, tasks, dependencies, deliverables, risks, and other issues through the life of the project.

•Established customer expectations of project scope, deliverables, procedures for project communications and dissemination of information for team members.

•Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.

•Managed WBS (Work Breakdown Structure) Report, used MS Project to organize assigned project task into manageable sections.

•Led project status meetings with internal teams and stakeholders, provided meeting minutes.

•Completed technical training sessions

•Managed all communication updates, draft status emails, complete reporting request, meeting minutes, etc.

•Guided several departments in designing and developing projects through the production stage.

•Collaborated with management teams to deliver assigned programs – Developed group and individual timelines, assessed/identified potential bottlenecks in each project/program process.

•Developed and initiated internal processes to improve program delivery within specific time frames.

•Established goals and milestones as per the desired results to be generated by the project.

•Defined the resources required for completion of a project and allocated resources accordingly.

•Managed teams working on different programs and resolve any areas of possible conflict.

•Evaluated the timely performance of different teams working on a project and documented the progress accordingly.

•Managed and Supported (Network, Citrix, Printing, Exchange, Active Directory, Security, Storage, and Backup, server engineers in creating and documenting the process designs into Technical Runbooks and making changes as per needed.

•Ensured that all programs were executed within established time and complied with the defined standards.

Intratek Computer Inc 02/2014 – 04/2015

Remote Project Manager – Government Contractor

• Project Manager, Technical Writer, and Integration Lead for a government implementation and migration project with the Department of Veteran Affairs.

• Managed 3 different teams, each team supported 1 regional client.

• Primary point of contact.

• Communication management.

• Project Coordination.

• Tracks, monitors project budget

• Create/Manage/Update Project Plans and Reports

• Scrum environment, managed product owner, and Sprint/development team’s progression managed daily scrum/stand-up meetings to discuss project updates.

• Managed WBS (Work Breakdown Structure) Report, used MS Project to organize assigned project task into manageable sections.

• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.

• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.

• Created and instructed customer and team training sessions.

Created/Updated Technical and Non-technical Content: (Product/Application Release Docs, HTML Docs, Maintenance Docs, Upgrade Docs, Training Docs, and PowerPoint Presentations.)

• Technical Writing (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.

• Microsoft Office and SharePoint Administrator.

• CA-SDM and Remedy Administrator.

• Completed change management request.

• Completed Regional Data Implementation Projects, retrieve data reports from customer Remedy Application, review, then configure into CA-SDM Ticketing Application.

• Migrated all data from Remedy ticketing application into the new CA-SDM application.

• Implemented update request in ticketing system per customer request.

• Created test cases using customer data and provide data reports to management.

• Created Regional daily, weekly, and monthly internal and customer data update reports.

• Oversaw deliverable for each deployment effort.

• Assisted in managing the overall data migration initiative.

• Created and Oversee category development.

• Oversaw group and team development.

• Contributed and ensure that all SLAs and KPIs are met.

• Created and oversaw all training efforts.

• Created and oversaw data entry efforts.

• Managed, access coordination to the application.

• Coordinated two-way communication between the customer and the service desk.

• Provided updates to all teams on deployment effort.

• Provided overall efforts within the ticketing system.

• Recognized red flags and escalate appropriately.

• Oversaw Project Management and communication within all operational teams.

• Oversaw time management within all teams.

• Reviewed analyst escalations before contacting management.

Technical Environment: Windows OS/ Microsoft Office

PCSTechnology 05/2012 – 01/2014

Remote Project Manager

• Project Manager, Technical Writer, and Production Lead for VMS/MSP Consol.

• Primary point of contact.

• Communication Management.

• Tracks, monitors project budget

• Managed team of 6 technical analysts located in Mumbai, India and managed/supported 20+ national and international clients.

• Create/Manage/Update Project Plans and Reports

• Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.

• Used MS Project to organize assigned project task into manageable sections.

• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.

Created/Updated Technical and Non-technical Content: (Product/Application Release Docs, Maintenance Docs, Upgrade Docs, Training Docs, and PowerPoint Presentations.)

• Microsoft O365 and SharePoint Administrator.

• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.

• Project Coordination.

• Skype Administrator.

• Technical Writing (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.

• Analyzed and coordinated resolution to various applications, systems, and Consol issues.

• Completed software migration projects (Implement and configure Empirix, Altiris, ticketing system data into the new TFS ticketing system).

• Completed new test cases and provide data test results per request.

• Completed client data upgrades or change management request.

• Completed system test, regression test, and provide feedback per request from management and client.

• Provided 24/7 on-call production support for Consol.

• Guided team members in analyzing complex issues.

• Worked within SharePoint, complete daily updates.

• Created test sites to reproduce client issues.

• Scheduled and completed technical training sessions with internal teams and external clients.

• Guided team members on defect coordination and certification processes.

• Escalated potential problems or issues to management.

• Coordinated with other teams, to ensure issues are resolved in a timely manner.

• Scheduled weekly meetings with other teams for updates on outstanding issues.

• Reviewed and managed daily ticketing queue.

• Contributed and ensured that all SLAs and KPIs are met.

• Prioritized critical defects and client requests for internal IT teams such as development, quality assurance, reports, techOps, SCM, etc.

• Prioritized work allocation for team members.

• Attended weekly status meetings with clients, participate in the calls and serve as the first point of escalation.

• Attended internal Consol feature upgrade review meetings.

• Interviewed and trained new team members.

• Enforced, audited and ensure that team members follow the defined processes.

• Ran daily audit reports and send to management.

• Sent client surveys after each system upgrade new release dates.

• Identified process gaps, recommend improvements.

• Monitored client servers and escalate issue when servers are down.

• Reviewed daily status of team members and work with management to ensure resources are being utilized to the maximum potential.

• Completed monthly and quarterly reviews with analyst and send reports to management.

Technical Environment: Windows OS/ Microsoft Office

Bartech Workforce Management 12/2007 – 05/2012

Project Manager

• Project Manager, Technical Writer, and Production Lead for VMS/MSP SAP-Fieldglass and PeopleCick/PeopleFluent.

• Primary point of contact.

• Communication Management.

• Create/Manage/Update Project Plans and Reports

• Scheduled and completed technical training sessions with internal teams and external clients.

Created/Updated Technical and Non-technical Content: (Product/Application Release Docs, Maintenance Docs, Upgrade Docs, Training Docs, and PowerPoint Presentations.)

• Managed a team of 6 technical analysts and supported 20+ local and international clients.

• Followed the SDLC/Waterfall Process: Initiation, Software Concept Development, Program/Project Management Planning, Requirement Gathering, App Design/Development, Integration and Test, Data Implementation, Maintenance.

• Tracks, monitors project budget

• Daily use of Microsoft Excel, Word, PowerPoint, Note, Outlook, Access, etc.

• Used MS Project to organize assigned project task into manageable sections.

• Used MS Office, Visio, and Project to provide status updates, create reports, flow charts, technical training documentation, etc.

• Project Coordination.

• Completed Technical Writing Projects (Create/Review/Manage): Copy Editing, Process, Requirement, Procedure, Policy, Standard, Training, & Knowledge Base Documents.

• Provided internal and external technical support for Vendor Management Systems (VMS) SAP-Fieldglass, People Fluent, and People Click.

• Reviewed customer data reports, implement and configure updates and changes into VMS per request, test, then provide updates.

• Supported BWM quality initiatives by managing all Help Desk activities for each engagement in compliance with BWM defined procedures and SLA’s.

• Monitored program office requisition fulfillment overflow.

• Provided phone, face to face, and email VMS support to internal end-users/ international, local clients/vendors/suppliers/contractors etc.

• Adhere to SLA (Service Level Agreement) Processes.

• Contributed and ensure that all SLAs and KPIs are met.

• Completed all reporting request (reporting specialist).

• Completed change management request.

• Assisted in VMS application training, tutorial, design, and implementation.

• Completed configuration request and assigned projects.

• Monitored VMS Database Application data loads and data Implementation.

• Completed assigned technical implementation and reporting projects.

Technical Environment: Windows OS/ Microsoft Office

TEKsystems 06/2003 – 01/2008

Lead Technical Support Analyst

• Completed several short term technical contracts.

o Technical Environment: Differs on each job assignment.

o Short-term Contract Assignments:

o Lear: Contracted to Train end-users on how to use different software applications, lotus notes, Outlook, Microsoft Office, etc.

o Lawrence Technical University: Contracted to assist in Computer Re-imaging using Ghost, hardware wipe and swap, software uploads, and Data Restore on numerous computers. Computer Virus infiltrated campus network and corrupted faculty and student’s computers.

o CitiGroup/Dell: cleaned/wiped hard drives on over 600 computers then re-formatted each computer. Broke down each computer preparing for relocation set-up in St. Louis Missouri.

o Hap: Dell computer set-up for new employee training. Computer audit scan on 600+ computers at HAP Southfield location. Re-imaging and Ghost imaging on 200+ computers at HAP Detroit location

o Detroit Census: In charge of setting up hundreds of computers, installing OS, software, hardware, setting up phones, deployment/imaging, training new employees.

o OnStar: Provided technical support to OnStar customers pertaining to the OnStar Vehicle Application.

Education

MICHIGAN STATE UNIVERSITY

·BS – Information Technology Management

·East Lansing, MI

CROCKETT TECHNICAL HIGH SCHOOL

·HS Diploma – Commercial and Graphic Arts

·Detroit, MI

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