Project Manager Customer Service
Resume:
NICK LOWE
**********@*****.***
SUMMARY
Highly motivated and results-oriented IT leader with 10+ years of experience driving successful project execution, fostering strong team collaboration, and delivering exceptional customer service.
Proven ability to design, implement, and manage complex IT infrastructure initiatives to support clinical and non-clinical operations, including Revenue Cycle, HR/Payroll, ERP, Finance.
Expertise in Waterfall, Agile, and Lean Six Sigma methodologies, program and contract management, and process improvement.
SKILLS / KNOWLEDGE
Project Management: Waterfall, Agile, Lean Six Sigma, Program & Contract, Portfolio Management
Leadership: Team Management, Relationship Building, Communication (Written & Verbal)
Technical Skills: Network Management, Datacenter Management, Server Management, User Endpoint Devices, SharePoint, Telecom Management
Business Skills: Process Improvement, Risk Management, Financial Planning, Business Analysis
EXPERIENCE
PM / STRATEGIC IMPERATIVES / CHRISTIANACARE
Wilmington, DE
March 2023 – Present
Manage and deliver key projects aligned with strategic goals, ensuring successful implementation of clinical and non-clinical systems.
Lead cross-functional teams to ensure project success on time.
Foster collaboration and communication among stakeholders to improve workflows and overall satisfaction.
PROJECT MANAGER / CONSULTANT / INSPIRA HEALTH
Mullica Hill, NJ
January 2019 – March 2023
Led the initiation, planning, execution, monitoring, and closure of enterprise-wide IT projects, supporting multiple facilities and lines of businesses.
Utilized Agile & Waterfall methodologies to deliver projects.
Managed project resources effectively, ensuring on-time completion.
SENIOR PROJECT MANAGER / CERNER
Philadelphia, PA
January 2018 – January 2019
Identified call center challenges with leadership to develop a remediation plan, improving abandonment rates by 15% and customer satisfaction by 10%.
Reduced costs by 12% through the implementation of an Infoblox appliance.
Increased employee engagement by 18% with the installation of Digital Signage.
Facilitated Senior Leadership committee meetings and recommendations.
PROJECT MANAGER / EINSTEIN HEALTHCARE NETWORK
Philadelphia, PA
September 2015 – December 2017
Led the restructuring of Einstein Active Directory and Group Policy.
Designed and implemented call center telephony upgrades and migrations.
Created and managed IT Insider program, engaging over 1,000 clinical and non-clinical users with IT initiatives, fostering better user adoption and reducing resistance to change.
Upgraded remote sites to a centralized Cisco phone system for seamless communication, impacting over 500 employees.
Facilitated and led Einstein Employee Advisory Group meetings to address employee needs and implement improvements.
WINDOWS 7 PROJECT LEADER / HCI GROUP
March 2014 – October 2015
Led the planning, execution, monitoring, and closure of enterprise-wide Windows 7 deployment project, ensuring a smooth transition for 8,000+ users.
EDUCATION
B.Sc. Technology Management, Peirce College, Philadelphia, PA
Lean Six Sigma Black Belt Certification, Villanova, Philadelphia, PA
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