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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



client-focused leader eager to contribute 10+ years of proven sales / business analysis, customer service, program development, best practice methodologies, project management, it support, and process improvement experience toward achieving the key objectives of a progressive organization.



profile of qualifications


         integral leader who demonstrates superior customer service and management talents across a broad scope of industry experience.

         top-performer who makes decisions to reflect positively on business productivity, corporate well-being, and client satisfaction.

         excellent communicator who can analyze consumer needs and recommend best products / services to meet set objectives.

         resourceful professional who can develop targeted strategies to boost operations and maintain high-quality business standards.

         ambitious self-starter who can plan, delegate, and complete assignments within high-pressure, deadline-driven environments.

         details-oriented team player who contributes superior analytical abilities and sharp problem-solving skills.

         currently pursuing bba with a management information systems emphasis from kaplan university.

         holds active certified association in project management (capm) and itil service management designations.

         proficient with agile, waterfall, scrum, and project management methods.



key areas of expertise


client / customer relations               strategic analysis                       project management                                      workflow prioritization

business communications                 process improvement               best practice methodologies                        regulatory compliance

sales / technical support                   quality assurance                      policy / procedure development                 administrative support



professional synopsis


project manager / account manager

creative data solutions, lake mary, fl                                                                                                                             2008 c 2009


key accomplishments

ø spearheaded the initiation of new scrum methodologies which achieved improved completion and budget adherence, along with proactively updating workflow within a test track system to increase resolution time and reporting abilities.

ø supported the development of a software as a service (saas) web-based platform court management systems application.


         applied dynamic leadership talents toward directing software system development / integration projects through life cycle phases (i.e. analysis, design, development, testing, implementation, post-production support) to include managing a help desk team.

         expertly evaluated customer site requirements, reviewed functional specifications, and performed software implementation and change version control encompassing the installation of informix drivers, odbc settings, and registry set up.

         supported testing plans, scenarios, and scripts development and assisted with user acceptance testing (uat) as required.

         maximized client satisfaction by performing quality assurance testing of applications, as well as monitoring incoming calls within a high-volume acd call center environment and performing phone support for efficient bug tracking / resolutions.


project manager (contract employee)

vogt electronics, rye, ny                                                                                                                                                      2007 c 2008


key accomplishments

ø directed a $14-million global consignment program to include cost-effectively confirming inventory levels and supply reorders.

ø successfully collected over $1 million in past due b2b account monies.


         managed / created request for quotes (rfq) for semiconductor, inductive components, and modules to include handling importation of manufactured parts fob china and germany and ensuring shipments were accurate and on time.

         interfaced with development, sales, and project management teams to guarantee customer service and product satisfaction.

         demonstrated strong analytical skills in tracking materials movement and inventory levels among international plants.


professional synopsis (continued) page two


project coordinator

kinetics a subsidiary of ncr, newark, nj                                                                                                                      2006 c 2007


key accomplishments

ø recognized for excellence in job performance with numerous professional accomplishments throughout career to include multiple employee of the month awards and rapid position advancements from initial hire dates.

ø initiated improved it and accounting report metrics that streamlined kiosk maintenance billing and repair statistic processes.

ø improved parts and services / staffing demands forecasting by creating and implementing innovative needs assessment methods.

ø drafted and distributed a comprehensive field service procedural handbook to ensure seamless business processes at all times.


         optimized business processes by managing resource allocation for projects / tasks pertaining to the installation / maintenance of point-of-service (pos) kiosk units within hotels, airlines, and resorts for completion on time and within budgets.

         planned and delegated tasks for a top-performing 14-member nationwide engineering team to meet key project objectives.

         played a vital role in supporting administrative and post-sales by handling bi-weekly time sheets management, expense report approvals, and payment submissions, as well as all customer activities (i.e. billing, maintenance, and information requests).


customer service representative

bergamo fabrics, mount vernon, ny                                                                                                                                 2005 c 2006


key accomplishments

ø promptly responded to incoming questions from public and professional contractors to support an acd call center environment.


         utilized broad scope of industry and professional services knowledge to communicate with international mills and nationwide sales showrooms for order placement and account management to include meeting and / or exceeding monthly sales quotas.


project manager

st. vincent s medical centers / computer science corporation                                                                           2001 c 2005


key accomplishments

ø single-handedly organized the installation and licensing of accpac erp software, clinical radiology, misys, cerner, and invision.


         coordinated and prioritized it projects to support maintenance and new requests within service level agreement (sla) to include overseeing regional technical staff, field technicians, and consulting personnel in handling daily service tickets / tasks.

         ensured compliance with hipaa regulations, along with troubleshooting equipment processes; managing install, change, move, and surplus (icms) requests; and directing regional refresh of multifaceted hardware (i.e. computers, printers, scanners).

         communicated with clientele to guarantee purchase orders were defined and procurement fulfillment cycle was understood to include determining individualized technical requirements and converting needs into a project, acquisition, or icms request.


call center manager, new york, ny                                                                                                                                                       1999 c 2001


key accomplishments

ø reduced turnover by 35% via enhanced recruitment, training, and disciplinary processes.


         strategically steered call center operations to include reporting metrics, directing resourceful training programs, and sustaining and growing business by collaborating in all client retention and customer support efforts.





bachelor of business administration (management information systems) projected 12 / 2010                       kaplan university

certified associate in project management (capm)                                                                  project management institute

itil service management foundation certification                            information technology infrastructure library



technical summary


ms office / project / visio • adobe photoshop • salesforce • crm • quickbooks • lotus notes • internet applications

as400 • web focus • sql • webex • uml • test track • crystal reports • unicenter service desk

remote resolution software • help & manual • enterprise architect • types 65+ wpm

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