Project Management Quality Assurance

Erica Williams, M. Ed

Charlotte, NC 804-***-**** **************@*****.***

STAKEHOLDER RELATIONS PROJECT MANAGEMENT PEOPLE OPERATIONS QUALITY ASSURANCE

Professional Summary

High-achieving, meticulous, and proactive professional adept in executing critical support, developing innovative solutions, and overseeing projects from conception to completion. Collaborative and solutions-oriented professional recognized for exceeding organizational initiatives and executing training programs to increase productivity. Proven ability to manage multiple projects simultaneously and build and manage processes, looking to pivot into project management roles.

Areas of Expertise

Budgeting Cross-Functional Collaboration Technological Software Budgeting & Reporting Interpersonal Relationships Process Improvement User Experience Training & Development Administrative Support Strategic Planning Support Services

Employment History

IT Supervisor Albemarle Charlotte, NC December 2024 – Present

Experienced IT Supervisor with a proven track record of leading technical teams, optimizing IT operations, and delivering secure, efficient technology solutions that align with business goals.

Lead and supervise a team of IT professionals, overseeing daily technical support operations, infrastructure maintenance, and system upgrades

Manage performance, training, and development plans to ensure team competency in emerging technologies and support best practices

Coordinate and implement IT projects, including software rollouts, network upgrades, and cybersecurity initiatives, ensuring on-time and within-budget delivery

Serve as an escalation point for critical system issues and P1 incidents, ensuring prompt resolution and minimal downtime.

Develop and enforce IT policies, standards, and procedures aligned with organizational goals and industry compliance requirements

Collaborate with department heads to align technology solutions with business objectives, increasing operational efficiency

Monitor system performance and prepare reports for executive leadership, identifying areas for improvement and innovation

IT Analyst III Albemarle Charlotte, NC April 2023 – November 2024

Operated as the lead helpdesk support technician, providing support via phone and ServiceNow tickets

Develop IT training materials IN ServiceNow and deliver the new digital tools/applications training to end users

Manage all support by using AskNow and ServiceNow ticket requests

Ensure adherence to established corporate strategies, standards, and policies, and suggest modifications as appropriate

Senior Team Member, Conditional Access Certificate Renewal Team

Coordinated timely certificate renewals and ensured continuous compliance with security protocols

Mitigated security risks by proactively identifying and resolving potential issues

Acted as a liaison between departments, streamlining the renewal process and ensuring clear communication across teams

Maintained detailed documentation and provided regular reports on certificate status and security updates

Q2 CIO IT Nominee: Recognized for outstanding leadership and innovation in IT, contributing to significant advancements in digital transformation and process optimization

Q3 CIO IT Nominee: Honored for exceptional strategic vision and execution, driving impactful technology initiatives that enhanced organizational performance and efficiency

MS iPad Coordinator Fort Worth Country Day Fort Worth, TX August 2021 – April 2023

Orchestrating the school information-system database software by performing basic activities such as user accounts, creating and printing reports, and troubleshooting problems

Streamlines the Middle school 1:1 iPad program; developing iPad curriculum to train and support teachers

Implements the Meraki management system with Apple products; expertise in configuring and managing Apple iOS and Android devices

Cultivates strong relationships with technical and non-technical personnel to ensure immaculate customer service; Pursued training to utilize de-escalation and conflict mediation techniques

Identifies significant challenges within the community, forms school policy and communications as a WinAtSocial Educator

Technology Help Desk Customer Service Manager The Hockaday Dallas, TX April 2019 – August 2021

Operated as the lead helpdesk support technician providing support at the helpdesk window, phone, or email; Oversaw the deployment, implementation, and maintenance of hardware and software at schools and offices

Documented transactions and support interactions in the system for future reference and addition to the knowledge base

Guided students, faculty, and staff through the repairs cycle per established technology department procedures

Validated the deliverance of optimal customer satisfaction following support engagement and problem resolution

Developed and implemented educational media to ensure excellent student, faculty, and staff training

Processed and budgeted the technology department finance matter, including PO creation, invoice submission, AMEX tracking

Technical Support Agent Assa Abloy Richardson, TX October 2018 – April 2019

Performed front-line troubleshooting of proprietary software for product lines and tested product hardware and software applications to resolve technical inquiries; Oversaw incoming calls from the end user community and provided resolutions for ASSA ABLOY product lines

Established support documentation to empower the user community to leverage system features and find resolutions to questions without interventions from the support team

Led the reconciliation of all issues, maintained quality assurance of tickets, monitored order status and backlogs for delayed orders

Assigned tickets to the proper 2nd and 3rd-level support teams, sales, and field technicians; Provided input on processes and assisted with the development of standard operating procedures to gain efficiencies

Promoted Aftermarket Sales to execute and exceed revenue expectations of the department and company

Network Administrator Nansemond-Suffolk Academy Suffolk, VA August 2017 – August 2018

Collaborated with Division Heads to ensure curriculum-supported technological learning in the classroom and prepares students for evolving technology; Consulted and provided the Department of Technology with dynamic leadership to promote optimal use of technology

Pivoted the management system from Education Edge management system to Blackbaud On-Suite, improving system quality and efficiency

Coached, trained, and developed a team of 10+ student interns on emerging technologies to remain abreast of technology trends and best practices for independent schools

Coordinated with the Center of Academic Excellence (CAE) Coordinator to counsel K-12 student academic profiles; Provide technology training and professional development to faculty and staff regularly

Certifications

LogRhythm LRSA 2025

PeopleCert ITIL Foundations 2024

Lakeside Software SysTrack L1 Help Desk Technician 2024

Lakeside Software SysTrack L2/L3 Service and Support 2024

Google Google Project Management 2022

Coursera Agile Project Management 2022

Coursera Foundations of Project Management 2022

Coursera Getting Started with Jira 2022

Coursera Getting Started with Asana 2022

Education

Northcentral University, Doctor of Business Administration: Project Management, San Diego, CA ~ 2026

Northcentral University, Master of Education: Organizational Leadership, San Diego, CA

Norfolk State University, Bachelor of Science: Information Technology, Norfolk, VA

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Jira, Agile, Zendesk, Spiceworks, Asana, Systrack, ServiceNow, LogRhythm, ADAudit Plus, Intune, Active Directory, Azure, Freshworks

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