Manager Project Management

Dawn A. Kotzen

**** ***** *****, *** **** Richey, FL 34653

404-***-**** (Cell) *******@*****.***

PROFESSIONAL SUMMARY

I am a seasoned IT Professional with diverse experience in business analysis, workflow processes, project management and pre-sales engineering. Relationship management and customer service oriented and confident interacting with individuals at all levels. I have strong written and verbal communication skills and experience in meeting facilitation and documentation, presentations, and developing end-user and customer training classes and manuals. I enjoy a client-facing management role and working in a deadline driven, fast-paced environment.

• IT Infrastructure and Project Management • SDLC/Website Product Management

• Quick Analytical Skills and Problem Resolution • Microsoft Office, Project, Visio, SQL, Crystal Reports

• Vendor and Subcontractor Management • Microsoft Server OS – all versions

• Business Workflow Processes • HP, Compaq, Sun Server Hardware

• End-User Documentation & Training • Cisco, Avaya Routers, VPN, Switches

• Customer and Sales Support • Frame Relay, T1, T3/DS3, VoIP

EMPLOYMENT HISTORY

United Way of Pasco County, Port Richey, FL, Campaign Project Manager/Resource Development – July 2009 to Present

Responsibilities: Responsible for the Project Management of company workplace campaigns around Pasco County, Special Events, branding and marketing, new website content, Social Networking, and printed materials. Analysis, Development and streamlining of campaign workflow processes utilizing SQL/Crystal Reports. Analysis and documentation of CRM SDLC processes. Director of the State and Federal workplace campaigns for Pasco County.

Achievements: Development of a solid campaign workflow process to bring the Pasco County office to a point where it should be in relation to United Way Worldwide standards.

Event Management Services, Inc., Clearwater, FL, IT/Project Management Contractor – Nov 2008 to Feb 2009

Responsibilities: Analysis and resolution of data and voice infrastructure problems, solidify vendor contracts, memberships and licensing, and gave projections and costs for future network and systems growth. Also evaluated Merchant Services vendor relations, financial/customer credit issues and women business grant opportunities. Handled administration and documentation of business applications, products and infrastructure

Achievements: Resolved all of the above issues including the implementation of separate voice and data, updated the VoIP system, implemented MXLogic anti-spam and disaster recovery services, stabilized a server crisis by implementing max memory and new hard drive on HP/Compaq Proliant server and fine tuning services. Fired old IT service company and implemented new service. Resolved SMTP security hole on Crystal Tech email blast server. Implemented new Merchant Services company and negotiated charged backs of old company.

Stratford Acquisitions, LLC, Marietta, GA – September 2004 to September 2008

Responsibilities: IT Manager of new office infrastructure for voice and data communications, server and workstation software and hardware. Responsible for Business analysis workflow, IT budgets and projections, vendor contracts, Merchant Services vendor relations and financial communication with CPA/Tax Accountant. Administration and documentation of Lotus Domino/Notes business applications and infrastructure and end-user support.

Achievements: Implementation of Merchant Services payment processes • Successful breakdown of new office into virtual offices with new voice/data contracts at each location, remote access to host location and database, new workflow processes.

Dawn Kotzen Resume (page 2)

Commercial Collection Consultants, Atlanta, GA – May 1998 to September 2004

Responsibilities: IT Manager of 5-city WAN/LAN network. Responsible for Infrastructure design, configuration, project management and implementation of business processes. Responsible for the development of Lotus Notes web-based commercial collection software – “Virtual Account Manager”. Management of engineers, consultants, programmers and vendors. IT budgets, documentation, company-wide status reports, meetings, client presentations, vendor and client communications. Administration of LAN/WAN infrastructure, disaster recovery program and end-user and client training of “Virtual Account Manager” solution. Software clients included AR Depts. of TechData, Gates/Arrow, HP, Cisco, Raython, among others.

Achievements: Implementation of new telecom technologies including Frame Relay, T1, T3 and VoIP and VPN security. The change to VoIP in a collection telephony environment resulted in each office saving approx. $10,000/month on voice.

• Ongoing 7-year development of Virtual Account Manager e-commerce solution which was 5-7 years ahead of it’s time and changed collection agencies’ workflow processes.

IKON Technical Services Division, Atlanta, GA – December 1997 to May 1998

Responsibilities: Implementation Specialist evaluating and installing new hardware and software products for vendors. Managed customer support for local and international clients with onsite visits and remote analysis. Administration of Microsoft Server OS, Unix, Mac and Citrix workstations, Cisco and Ascend routers and firewalls.

Achievements: Implementation and evaluation of CANE network design software for Emory University wireless project resulting in full-page interview for PCToday Magazine, June 1998 issue entitled “Simulating Network Setups”.

GE Capital/IT Solutions (previously Universal Data Consultants), Norcross, GA – August 1995 to December 1997

Responsibilities: Business Analysis and Project Management, design, configuration and implementation of WAN solutions. Responsible for vendor contracts and customer support of IT solutions. Project Management of SDLC of BellSouth’s Imaging Solutions products working directly with software development companies Group Logic and Luminus on customizing software for BellSouth’s client, pre-sales support and demos, implementation into client workflow processes and customer support. Developed and taught training classes on new products to BellSouth Engineers and Sales departments.

Achievements: Completion of BellSouth’s Imaging Solutions project resulting in successful custom software business solution for client’s marketing departments and implementation of WAN Frame Relay and ISDN infrastructures for remote communication between businesses. Clients included Renaissance Cruise Lines, HP, graphic and printing companies.

Miller/Zell, Atlanta, GA – April 1993 to August 1995

Responsibilities: Manager of Advanced Technologies department including 12-person IT Dept and administration of 4-building 225-user LAN network for architectural engineer firm. Project Management, IT budgets, purchasing, vendor management, departmental documentation, user training classes and support, implementation of disaster recovery plan

Achievements: Implemented a more efficient workflow process on a 4-building campus by upgrading Ethernet wiring and wireless technologies and adding connectivity between the buildings. • Implemented ISDN solution for connectivity to GM-Detroit and NYC changing relations and workflow processes • Configured new Miller/Zell Mexico City office build-out in Atlanta and then implemented it into the Mexico City office space by converting documentation into Spanish, color-coding all hardware and instructions and using remote access to guide Mexico engineers on the installation.

Phoenix Communications, Atlanta, GA – August 1989 to April 1993

Responsibilities: System/Network Management of new LAN infrastructure utilizing Ethernet wiring, Microsoft OS servers, UNIX image servers, Windows and Macintosh workstations and new business applications. Administration of network, IT budgets, purchasing, vendor relations, federal compliance standards for Annual and Quarterly business reports, data conversions, user training and documentation.

Achievements: Automated “old-school” printing company workflow process and trained all employees including artists to use workstations, servers and software such as, Photoshop, Quark Express, Illustrator, and Postscript printing technologies.

Dawn Kotzen Resume (page 3)

IT Consulting – September 2007 to September 2008

Responsibilities: Business Analysis, Project Management and implementation of new and restructured IT business solutions including WAN/LAN solutions, analysis of company-wide workflow processes and disaster recovery plans.

Achievements: USLec-to-Paetec voice/data switchover for local clients • Implementation of new office and office move

build-outs • Analysis of collection law firm telephony bills, telecom lines and proposal of three new telecom provider options. Cleaned up telecom billing and unused lines, replaced old cooper lines, installed new Avaya phone system and sold off old phone setup • Analyzed Microsoft and Autodesk software compliance and standardization for 13-city engineering firm. Documented and research software versions and completed five-vendor proposal to replace legacy products.

EDUCATION & CERTIFICATIONS

Santa Fe Community College –AA Degree, 1977-79 • Florida State University – B.A. Communications, 1979-81

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