Project Manager It
Resume:
KISHA FRIDAY
Duncan, SC *****
Summary
Accomplished and detail-oriented IT project manager with 10+ years of experience in project management, risk management, and cost control. I am highly proficient in quality management, database management, and system design. I am skilled in telecommunications, process improvement, and computer repair.
An accomplished and detail-oriented Network Engineer / IT project manager with experience in Agile and Scrum methodologies, Jira, programming languages, risk management, project cost control, quality management, database system design, telecommunications, process improvement, computer repair, and network troubleshooting and repair. Displays a proven ability to leverage excellent research, audit, and communication skills to train departments in industry guidelines and requirements, develop business procedures, monitor operations, and prepare reports. A top performer and dedicated producer who builds and leads high-caliber teams while supporting special initiatives that drive short- and long-term organizational success.
Work Experience
· Maintain technology systems by performing network and system administration improving technological operational efficiency by [X]%
· Provided technical support by managing backup infrastructure, licensing, and disaster recovery solutions, reducing data breakdowns by [X]%
Network Engineer/IT Project Manager
WINDSTREAM COMMUNICATIONS -Greenville, SC August 2016 to August 2024
• Managed multiple, concurrent IT projects while assisting with monitoring and building DS1 circuits within network elements and grooming purposes.
• Coordinate project activities from initiation to completion and stay within the scheduled timing. Conduct comprehensive audits to ensure there are no risks or areas of opportunities that may affect the stakeholders and perform cross functional by collaborating with data analytics to come up with strategies to implement tailored growth for each team.
• Monitored the project progress using system development life cycle (SDLC) and communicate updates to the stakeholders.
• Support the continuous improvements and growth of each project management process.
• Tested T1 circuit to verify status and cross-connection, using REACT, Centest, Alcatel 1630 / 1631, Titan 5500, Adtran, and EdgeLink Muxes.
• Monitored circuits, VLAN, & WAN using Cisco Routers, DMS, 5ESS, GENBAND, Sonus, and Metaswitch switch to verify current status.
• Understood circuit design and MSS circuit inventory.
• Troubleshot Cisco LAN Switches and connectivity issues using Portfast and other commands to fix end-station startup connectivity issues along with configured and troubleshot EtherChannel switch to switch and multi-layer switching.
• Performed server farm for load balancing to allow the network traffic to flow across the pool or servers. Managed and maintained Window Servers using the Active Directory and manage group policies.
• Ensured the network capacity high performance if there was failover by using NSX Smart load balancing to immediately redirect workload to back up server to mitigate the effect of the end users.
• Troubleshot and verified firewall rules were properly set and checking the security policy planning.
• Verified the Access Control List to verify software / hardware has accessibility.
• Led project team members in day-to-day activities of project from initiation through closure, using project management methodology and templates.
• Provided technology strategy and planning.
• Created and managed issue log report.
• Developed renewal and upgrade schedule for software and adhered to computer use policies, information security, and privacy.
Team Lead/Network Planner
WINDSTREAM COMMUNICATIONS - Greenville, SC January 2014 to August 2016
• Served as team lead, monitored phone queues, and responded to escalation via email and direct phone contact.
• Trained technicians on testing equipment and proper troubleshooting techniques.
• Provided floor support to fellow technicians by assisting with troubleshooting questions.
• Tested, isolated, and repaired network and customer service issues by analyzing circuit performance via multiple devices, including Cisco and Adtran routers, multiplexers, and Alcatel and Titan digital access cross-connect systems.
• Accessed network switches such as Sonus, Nortel DMS, Lucent 5E, and GENBAND to investigate customer-reported trouble.
• Managed customer escalations while maintaining positive and professional manner during high-stress situations.
• Ensured customers were kept updated via inbound and outbound calls.
• Worked with internal departments and external company technicians and engineers to troubleshoot and resolve customer issues.
• Collaborated with connecting companies and underlying carriers, such as AT&T, Verizon, CenturyLink, Frontier, TDS, and other local exchange carriers to evaluate and troubleshoot customer-reported issues.
• Processed and managed escalated issues with internal departments and local carriers to ensure customer issues were resolved.
• Maintained workload via ticket queue, ensuring each assignment was notated properly and appropriate steps were taken for resolution.
Church Secretary
NEW BEGINNINGS UNITED WORSHIP CENTER, Greenville, SC - 2021 to present
Manage the church office and provide administrative support to church officials and pastor. Respond and answer incoming emails. Send out weekly communication through email and blast text messages system to the congregation of upcoming events and announcements. Maintain church records such as board meetings, baptisms, confirmations, membership, and more. Updating and maintaining the church calendar and make any necessary changes or updates. Ensure the church remains in compliance with regulations. Set up and manage Zoom meetings and perform other clerical duties as needed.
WINDSTREAM COMMUNICATIONS, Greenville, South Carolina, ILEC Customer Service Representative, 2011-2014. Managed and answered 30 inbound legacy calls. Investigated accounts issuing appropriate calling features were listed accordingly. Created new orders for customers requesting changes to their account. Corrected errors on billing statements. Audited customer credit request and issued when applicable, using DCRIS database system.
Technical Support / Retention Agent
CONCENTRIX, Greenville, SC -2010 to 2011 - Managed workload in a highly complex network environment. Demonstrated abilities in networking protocols by properly investigating network issues that transpired. Configured Cisco routers, switches, and wireless equipment. Expressed working knowledge of TCP / IP and OSI reference model. Answered inbound calls regarding customers having issues connecting to internet. Assisted customers with configuring email accounts and setting up or reset passwords as needed. Ensured customers' network connections were properly configured. Processed cancellation request for customers. Used retention efforts to save customers from cancelling accounts.
FORD MOTOR CREDIT COMPANY, Greenville, South Carolina, Customer Service Administrator, 2010. Made outbound calls, using an auto dialer regarding customer billing and payments. Set up payment arrangements in debt manager system. Managed inbound calls regarding customer accounts.
Data Entry Clerk
FORD MOTOR CREDIT COMPANY - Greenville, SC 2007 to 2010 –
Audited accounts and ensured correct funds were applied or adjusted as needed. Checked all sales contracts for accuracy. Entered contracts into pinnacle system. Balanced all contracts entered at the end of each day. Sorted, logged, and distributed contracts to representatives.
Mailroom Clerk
FORD MOTOR CREDIT COMPANY, Greenville, SC 2005 to 2007
Posted and sent outbound mail, using Pitney Bowes mailing equipment. Checked in express mail, including United States Postal Service, UPS, FedEx, and DHL, using Libra. Tracked incoming express mail. Made electronic labels for DHL mailing. Ensured all mail was routed or collected to proper departments by designated times.
Title Clerk
FORD MOTOR CREDIT COMPANY, Greenville, SC 2000 to 2005
Ensured all vehicles were paid in full before releasing title to customers or third parties. Answered inbound calls regarding customers' titles or registrations. Documented reason for each inbound in customer service notebook. Pulled and delivered titles throughout service center and made copies of titles if necessary. Processed registration requests from various license branches. Updated customers' residential information. Contact customers by phone and email to gather registration requirements.
Core Competencies
Project Management, Risk Management, Cost Control, Quality Management, Database Management, System Design, Telecommunications, Process Improvement, Computer Repair, Network Troubleshooting
Technical Skills
Jira, PowerBuilder, Visual Basic, COBOL, Java, SharePoint
Education
Qualification, Institute, Year
Master of Science in Information Technology and Project Management, American Intercontinental University
Bachelor of Science in Network Security, ECPI College of Technology
Associate of Science in Computer Programming, Midlands Technical College
M.S. in Information Technology and Project Management
AMERICAN INTERCONTINENTAL UNIVERSITY -Atlanta, GA 2019
B.S. in Network Security
ECPI COLLEGE OF TECHNOLOGY - Virginia Beach, VA 2018
A.S. in Computer Programming
MIDLANDS TECHNICAL COLLEGE - Columbia, SC 1997
Skills
Agile, Scrum, Jira, MS Office Suite, C, PowerBuilder, Visual Basic, COBOL, Java, SQL, Linux, Unix
Links
linkedin.com/in/kisha-friday
Contact this candidate