Customer Service Project Manager
Resume:
Mirna Champlain
Lake Mary, FL 32746 Mobile: 860-***-****
**********@*****.***
Professional Profile
Dynamic, success-driven and self-motivated professional with significant years of experience in the IT Industry providing an exceptional performance in all facets of technical support, license management, project management, and customer service. Combined organizational skills with the ability to plan and manage diverse business relationships. Possess excellent interpersonal skills fit to a dynamic environment that ensures client satisfaction. Equipped with excellent work ethic; possess strong sense of responsibility with commendable track record of dependability, pooled with absolute integrity. Able to handle multiple projects and meet deadlines under pressure. Recognized with professionalism, positive attitude, and a commitment to excellence.
Skills
• Technical skills (Training Coordination, Application Specialist, License Management, Business/System Analyst, Project Management)
• Ability to work under pressure.
• Able to communicate effectively orally and written.
• Outstanding organizational and time
management skills • Resourceful and well-organized
• Keen sense of responsibility
• Creative Problem Solver
• Computer skills (Office Suite, All Window OS’s, MS Project, Visio, Prometric, Pearson Vue, SQL, Oracle).
• Exceptional interpersonal skills.
• Great customer service skills with the ability to handle and resolve customer’s complaints
Professional Experience
Account Manager/Trainer
• Manage new and existing Third Party Verification and e-Signature clients
• Create Statement of Work documentation for new projects
• Create Visio Phone/Process Flow Scripts
• Training e-Signature clients via Go To Meeting and onsite visits
• Attend client meetings through the SDLC process
• Work with QA and Development Teams throughout Project Implementation Phase
• Troubleshooting client issues
Technical Training Director
• Manage/Coordinate all on-site logistics (configure, setup and managing equipment used for training and testing).
• Recruit and monitor Instructors during training and evaluate instructional effectiveness.
• Register and Proctor Prometric and Pearson Vue Testing candidates.
• Recruit and market to prospective clients.
• Create/Review invoices, authorize payments and manage the training budget.
Key Accomplishments: Accomplished obtaining Workforce Investment Act (WIA) approval
to become a CT Training Provider
Software License Management
• Write and run SQL queries against Oracle and SMS databases and create custom reports
• Work with DBA’s and Software Vendors for Database upgrades implementations
• Work with Shared Service groups as Technical Lead
• Work with the different Business Sponsors and SMEs in all phases of Project… analysis, design and implementation including testing and troubleshooting issues
• Create user manuals and specification documentation for new software implementations
Key Accomplishments: My team was able to save the company millions of dollars’ worth of avoidance and software costs by providing management with analyzed usage statistics, which provided a tool for negotiating software contracts
Technical Application Lead
• Supported Documentum and Regulatory applications Globally 24/7
• Created Documentum DQL Queries on Unix Content Server
• Worked with DBA to resolve Oracle database connectivity issues
• Implemented bug fixes, application upgrades and updated licenses Windows Servers
• Participated as Technical Lead on Regulatory Change Control Board
• Worked with Project and Business for creation of test scripts, testing and implementations
• Trained off shore resources to perform 2nd level support
IT Application Developer
• Supported ACR Application 24/7, troubleshooting issues with jobs performing daily reconciliations
• Performed Vendor Analysis to select ideal Banking Application
• Performed Server Administration
• Coded Reconciliation Controls for Bank Wide GL and Fidelity Conversions and daily balances
• Created ACR jobs using SQL queries to import data into Oracle Database
• Configured external Translation Table to connect to Oracle Databases
• Project Manager for the ACR Project
• Worked with Vendor to resolve complex issues
CSR/Technician
• Supported multiple Commands by troubleshooting/resolving Hardware and Software issues
• Created Software Packages and distributed packages via SMS
• Created both Network and Microsoft Exchange user accounts
• Created Ghost Images
• Performed upgrades to Windows 2000
• Performed Data Recovery
Technical Lead/SME
• Provided Technical Support to Helpdesk Analysts
• Provided new technology training sessions for knowledge transfer
• Attended bi-weekly meetings with System and Project Engineering Groups and Technical Forums
• Resolved unresolved issues and assisted in resolving issues with difficult clients not resolved by L1
• Escalation Liaison for business applications from L1 to L3
• Resolve/troubleshoot issues with wireless devices, Network Connectivity, Remote VPN issues
• Performed Linksys Router Configurations
Key Accomplishments: Involved in the Successful conversion of the Global Helpdesk Consolidation
Employment History
Third Party Verification, Account Manager/Trainer Altamonte Springs, FL 2011-Present
MITAL Technology, Technical Training Director Waterford, CT 2009-2010
Pfizer Inc., Software License Management Groton, CT 2008-2010
Pfizer Inc., Technical Application Lead Groton, CT 2005-2008
Webster Bank., IT Application Developer Bristol, CT 2004-2005
Groton Naval Subase, CSR/Technician Groton, CT 2003-2004
Pfizer Inc., Technical Lead/SME Groton, CT 2000-2003
Education
UNIVERSITY OF PHEONIX Phoenix, AZ
Associates Degree in Information Technology Nov 2009
Bachelor’s Degree in Information Technology/ Business Systems Analysis Enrolled
Certified in A+ Feb 1999
Certified as MCP Feb 1999
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