Technical Support Project Manager
Resume:
KENNETH J. WILSON
College Park, GA 30349
********@*********.***
OBJECTIVE To obtain a challenging position that will fully utilize my education and acquired skills with an organization offering opportunities for professional growth.
EDUCATION Georgia Institute of Technology - Atlanta, Georgia
Bachelor of Science – Business Management - June 1991
Central Michigan University - Atlanta, Georgia - GPA 3.9
Master of Science – Administration / Information Resource Management – April 2000
SUMMARY OF QUALIFICATIONS
Ten years of business/mgt and technology experience to include project mgt, process engineering, personnel mgt, and technical support.
Computer Skills: Visio, Photoshop, Word, Excel, PowerPoint, Access, PeopleSoft Security Administration, and Visual Basics.
Computer courses: Networking, Operating Systems, Database Mgt, Intro to Java, Intro to Visual Basics, and Intro to C++.
PROFESSIONAL EXPERIENCE
2009 – Present Department of Veteran Affairs Atlanta, GA
Veterans Services Representative/Rating Specialist
Analyze cases and files of veterans to determine if they meet specific laws and regulations as defined by the United States Government. Award various payments and benefits to those meeting the guidelines. Calculate payments based on illnesses, length of service, war fought in, and other criteria. Review cases to determine overpayments and start collection process.
ChoicePoint, Inc / LexisNexis Atlanta. GA
2007 – 2009 Technical Training Analyst/Instructional Designer
Conduct user needs analysis. Plan, develop, and implement appropriate online training deliverables. Customize training options for customers by participating in system design and acting as user advocate for their business needs. Develop and modify training materials to include distance learning classes, computer based training modules, story boards, scripts, manuals, and instructor guides.
ChoicePoint, Inc / LexisNexis Atlanta. GA
2006 – 2007 Process Engineer
Analyze departmental processes and procedures utilizing Six Sigma standards to make recommendations for enhancements and process improvement. Map out processes visually for new and existing processes within Visio. Develop web-based module within SharePoint for managers to effectively track the progress of their projects.
2002 – 2006 State Farm Insurance Company Atlanta, GA
Underwriter
Review accounts, applications, and claims history to grant/decline requests for insurance. Train agents on system functionality, marketing, and acquiring profitable business. Consult with agents and staff to improve production/service levels. Run queries and create reports as requested by management to analyze profits of agents and lines of insurance.
2000 – 2002 BellSouth Internet Services Atlanta, GA
Process Improvement Engineer/Project Manager
Project manager for systems implementation and delivering new products to market. Worked with other project managers to define scope, monitor deadlines, and facilitate meetings. Reengineered existing processes by interviewing SMEs and developing Visio diagrams to implement more efficient procedures. Assisted team in the gathering of business requirements and the recommendation of testing, training and implementation methods.
1998 – 2000 State of Georgia- Department of Administrative Services Atlanta, GA
Project Consultant/Security Administrator
Implemented Y2K PeopleSoft applications and provided security administration by adding new users with assigned passwords. Worked closely with project leads to plan, develop, and make revisions to HR/FN modules. Also served in technical support role to troubleshoot for users having difficulty logging into the system. Created user manual for newly implemented Peoplesoft application.
1996 – 1998 WACHOVIA Atlanta, GA
Operations Officer / Supervisor
Managed all aspects of Lockbox Department to include hiring and training of new employees, workflow, budget administration, administering annual performance appraisals and increases. Also performed project management functions to include developing requirements for new image software, parallel testing of new image software, and training of new system functionality.
1994 – 1996 Waffle House, Inc Atlanta, GA
Manager
Primary responsibility included maximizing profits of restaurants. Forecasted expected revenue to create monthly budget of operating and fixed costs. Created program that assisted with performing cash and inventory audits. Managed three stores while improving employee morale and customer retention.
1991 – 1994 Federal Reserve Bank of Atlanta Atlanta, GA
Supervisor
Coordinated workflow and prepared work schedules for 14 staff members to meet deadlines and minimize overtime. Implementation of new products into system and tested to ensure customer satisfaction. Responsible for maintaining department budget.
HONORS Six Sigma Green Belt Certification
Fundamentals of Project Management Certification – June 2002
Graduate of Dale Carnegie Class for Employee Relations, Effective Speaking, and Effective Writing
Graduate of Harvey Coleman Class for Management
Three-Year Letterman for GA Tech Football Team
REFERENCES Furnished Upon Request
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