Technical Support Project Manager

NICOLE REDMON

***** ** **** **. *******, FL ***** 757-***-****

*********@*****.***

PROFESSIONAL SUMMARY

Strong, Strategic, team player, and goal-oriented implementation specialist candidate with Project Manager and Project Coordinator background. High degree of operational knowledge, UAT experience, technical support, and analytical skills with 20+ years of work experience in a high-volume call center and technical support department. Ability to triaging, monitoring tickets received, and skill to design and prepare report visualization utilizing business tools such as Office365 applications and proprietary information systems.

EXPERIENCE

APRIL 2022 – CURRENT

IMPLEMENTATION SPECIALIST II, adp

Configure products to client specifications and reviewed client set up using a “co-Browse” program and allowing the client to confirm the changes

Use UAT (user acceptance testing) to test functionality of system integrity

Participates in planning and implementation of department-initiated programs

Process payroll and assist in making payroll corrections

Communicate with clients via phone, video conferencing and chat software

Facilitate team meetings and event planner for team outings

Assist district manager and elite sales representatives with onboarding new clients to increase company revenue

Prioritize clients’ needs via ticket management program Start Assist

Track and maintain client communication via Start Assist ticketing system

Review prior case information for accurate client communication

Maintain integrity in a fast-paced environment

Use demand methodology to maintain consistent contact with multiple clients

Supported several quality initiatives within assigned areas

SEPTEMBER 2019 – APRIL 2022

TECHNICAL SUPPORT REPRESENTATIVE, adp

Trouble shoot technical issues related to computer operations

Create Excel Spreadsheets for distribution via Microsoft programs

Import and export data files

Use Outlook correspond with clients internal and external

Track and monitor client related issues via CEH ticketing system

Act as a liaison between internal and external clients and management for escalations and customer knowledge to improve business practices

Check the validity of any open tickets and discuss possible resolutions with ticket holder, was able to discuss alternate options to resolve issues and was able to decrease the number of open tickets by 75%.

AUGUST 2018 – SEPTEMBER 2019

PROJECT MANAGER, dollar tree

Supervised several technical support representatives and project coordinators and provided training and troubleshooting skills to potential and current clients in the U.S. and abroad.

Stayed actively engaged with the technical support representatives and provided technical and supervisory support.

Lead, monitored and reported on the progress of a major renovation project that replaced technical equipment in multiple storefront locations across the United States. tasks and monitor completion of assigned tasks

Create agenda for meetings (internal and external)

Utilized the “power of one” program to document meeting notes

Maintain and update project workbooks

Provide progress reports to vendors

Monitor field technician progress via Microsoft chat board

Create and monitor service requests via ticketing system

Attend budget meetings to provide budget progress to ensure the project was within the targeted budget

MARCH 2017 – AUGUST 2018

PROJECT COORDINATOR, dollar tree

Attend weekly project update meetings provide risk to projects by way of resource planning

Provide feedback and suggestions to improve project management process

IT liaison to internal and external clients

Plan and coordinate IT related activities and events

Maintain and track IT expenses

Validate cost allocations on IT invoices

SEPTEMBER 1998 – OCTOBER 2016

TECHNICAL SUPPORT ANALYST, cox communications

Resolve service-related issues related to High-speed internet

Directed and solved customers issues through troubleshooting

Educate customers on equipment such as computers, modems and routers

Walk customers through setting up emails on various devices

Utilize Remedy to create, modify and track escalations

Reactivate services due to network suspensions

Effectively upgraded customer’s service plans using sales tools to provide a more compressive plan to suite the customer’s needs

Handled escalations from beginning to end to ensure customer satisfaction

Scheduled service required home visits

Address and resolve questions related to High-speed internet

EDUCATION

JUNE 2016

BA CRIMINAL JUSTICE, Strayer university

Graduated with a 3.7 GPA, completed coursework in forensics, crime scene investigation, formal report writing, public speaking, background investigations and legal document preparation.

SKILLS

Report writing and demand management

Team player

Knowledge in Several different ticketing systems

Customer service and phone etiquette

Strong written and oral communication

Solid leadership skills

Advanced troubleshooting

Microsoft Office applications

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