Customer Service Project Manager

Shannon T. Ranson

**** *** ******

Baltimore, Maryland 21215

(443) 722 - 5414

**.******@*****.***

Objective - Experienced manager and Information Technology (IT) professional looking to serve in a full time night shift position that will utilize my strengths in management (project and personnel), and customer service.

Education

Master of Science degree in Information Systems

University of Maryland Baltimore County, December 2000

Bachelor of Science degree in Medical Technology (Clinical Laboratory Science)

Morgan State University, May 1998

American Society for Clinical Pathology (ASCP) certified since 1998

Employment History

Social Security Administration (Woodlawn, MD and Cincinnati, OH locations)

October 2000 – August 2010

Positions Held: (in chronological order)

• Web Developer,

• IT Team Lead,

• Project Manager / Supervisor, and

• Management Support Specialist

In my positions with the Social Security Administration I helped the Federal government realize significant cost savings via an increase in automation by developing or managing the development of award-winning customer service internet applications. I worked on and managed initiatives, which supported fully automating routine transactions, allowing U.S. citizens to apply for benefits without commuting to a field office. In addition, I was also responsible for managing the development of an intranet application that enhances the quality review process of ensuring the Social Security Administration awards benefits accurately and efficiently.

• Utilized knowledge of C, JavaScript, and Java programming languages and WebSphere and Dreamweaver software to create and maintain government web sites utilized by either the American public or internal employees

• Applied proper project management discipline to ensure requirements were complete and documented, code was accurate and adhered to national standards, applications were validated with thoroughness, deliverables were met, and customers were satisfied with the products and the process

• Reviewed job applications, interviewed candidates, and nominated hiring selections that would enhance the body of qualified professionals on the team

• Provided performance ratings and appraisals, offering work performance suggestions and informal mentoring as necessary

• Observed customer flow and interactions in order to suggest and/or implement process changes that would provide higher quality and efficient service

• Corralled a team of individuals to develop and maintain IT applications while maintaining a positive enthusiastic team spirit

University of Maryland Medical Systems (Baltimore, MD)

June 1998 - September 2000

Medical Technologist (Blood Bank Lab)

As a Medical Technologist, I played a crucial role in the success of transfusion procedures by ensuring patients received blood or blood products that were examined and analyzed through routine and complex hematological testing for optimal compatibility.

St Agnes Health Care (Baltimore, MD)

June 1996 – June 1998

Medical Technician (Core Lab)

As an uncertified novice technician, I performed various routine chemistry, microbiology, urology, and hematology laboratory tests thereby allowing technologists time to focus on intricate tasks, which in turn increased the overall efficiency of the hospital lab.

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