Project Manager Administrative Assistant

Rosie Chan. Bergenfield, NJ *****. Cell # 201-***-****. **********@*****.***

Objective: To secure a position with an organization with a stable environment that will lead to a lasting relationship and one that will enables me to use my strong organizational, technical and problem solving skills and showcase my ability to work well with people.

EXPERIENCE:

8/1998 - 8/2011 SENIOR ASSOCIATE / TELECOM ANALYST

UBS Weehawken, NJ

Provided and administered technical support to end users on a variety of telecommunications issues using the Avaya Definity PBX platform.

• Supervised and managed onsite technician’s and or vendors schedules, vacation and sick time, coverage and approved overtime.

• Prioritized, allocated and negotiated for shared resources with other team members to achieve and accomplish team goals

• Administered all request using Avaya Definity PBX and Intuity Audix Mailbox platform.

• Provided and supported end users on MAC’s and Call Center routing issues.

• Designed, administered and implemented Aavaya Call Center queues, route patters and agent skill set configurations. (VDN’s, Vectors, Hung Groups) etc.

• Updated and set up new users in Avaya CMS. Analyzed reports for business / user needs and recommend solutions.

• Coordinated installation of cabling / cross connects, punch-downs and patching.

• Handled, monitored and reviewed status of escalations, service requests, ticket queues and projects.

• Tracked, documented and followed through on all outstanding issues and backlogs.

• Collaborated, troubleshoot, escalated and acted as technical liaison with internal and external technology partners to ensure quick resolution to customer impacting issues.

• Trained and educated clients on software and hardware products.

• Ran system reports including call accounting from Billing IT system.

• Assisted international and local helpdesk including clients with all voice related issues, kept clients updated ensuring client satisfaction.

• Coordinated moves and construction projects with vendors and CRE/Facilities teams.

• Held staff meeting to review changes, updates and issues.

• Assisted with support of power down activities, system upgrades, and rollout of new telephony products, outages and disaster recovery.

• Created and implemented process and procedures for support and rollout of phones for disaster recovery. Updated all databases as necessary.

• Collaborated with CRE and vendors to plan current and future projects and budgets.

• Aligned service with business expectations, always meeting or exceeding SLA’s.

• Worked closely with voice provisioning team to determine areas of cost savings.

• Streamlined processes and procedures.

• Established strong working relationship with business clients.

• Worked with vendors to order equipment. Tracked inventory reviewed invoices for payment.

• Maintained inventory of equipment and supplies.

8/96 – 8/98 PURCHASING ANALYST – Reported to IT Director

UBS Weehawken, NJ

• Purchased hardware for various sites.

• Worked with mailroom department with shipping and receiving and returns.

• Responsible for all issues pertaining to Hardware and Software (Returns, Missing Parts, Duplicates etc)

• Negotiated best prices using discounts and credits.

• Implemented standards and procedures to best meet SLA’s.

• Effectively communicated procurement strategies in a timely manner to departments heads and end users regarding pertinent sourcing activities.

• Confirmed, logged, tracked all verified all orders for accuracy. Reviewed and approved all invoices for payment.

1/89 – 8/96 SENIOR ADMINISTRATIVE ASSISTANT – Reported to SVP

UBS Weehawken, NJ

I supported a group of approximately 90 employees. I also filled in for other Executive Assistants including the CIO’s.

• Liaised and coordinated activities and meetings with top executives and their staff.

• Coordination and calendar management for several executives including scheduling of appointments, meetings, conference calls, training, offsite meetings and special events.

• Handled extremely confidential and proprietary information with utmost discretion.

• Acted as gatekeeper, screening phone calls and emails to ensure timely response.

• Gathered, tracked and researched issues, responding to problems and escalations.

• Follow up on open items to find quick and effective resolution.

• Managed and acted as project manager for departmental projects on both small and large scale interacting with all levels management.

• Arranged travel itineraries, booked hotels, car services.

• Acted proactively anticipating assistance needed by identifying problems, needs, options and solutions before being asked.

• Worked with legal, HR and various other departments for the signature and release of confidential documents etc.

• Prepared expense reports. Approved all invoices for payment.

• Created, maintained and updated various ticketing queues, spreadsheets, presentations, various documentations, organizational charts on a daily basis.

• Worked with vendors to purchase supplies, equipment warranties and shipping and receiving issues.

Software: Proficient in Microsoft word, excel, outlook, power-point, Remedy, Intuity Audix MAP 100, Modular Messaging, ASA, CMS, CyberTech, AT&T call allocation routing. Knowledge of Nortel CS100 System.

Reference Furnished upon request.

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