Project Management Customer Service

KENISHA WARREN

COCKEYSVILLE, MD ***** 443-***-**** ad8f1q@r.postjobfree.com

Current Federal Employee Status: Expected Service Citizenship: U.S. Citizen IT MANAGEMENT TELECOMMUNICATIONS PROJECT MANAGEMENT IT VENDOR MANAGEMENT Analytical, IT management professional with proven expertise in leading various IT projects focused on mobile device management, hardware, software, and networking solutions. Brings the ability to execute multiple projects and lead diverse teams. Demonstrated skills in governance, change management, operations management, employee/end-user training, and program management.

• Exceptional attention to detail and proven ability to identify process improvement opportunities and adhere to project schedules.

• Strong expertise in performing extremely analytical, detail-oriented tasks creating, deploying, and managing new ideas and creative solutions to achieve optimally desired organizational results.

• Proven ability to quickly assess issues and challenges, utilize relevant data and innovative methodologies, and develop solutions in the best interest of long-term gain for the client/customer.

• Excellent oral and written communication skills and strong interpersonal skills.

• Strong organizational, planning, and project management skills. SUMMARY OF QUALIFICATIONS

Project Management: Participated in the development of project plans, operating plans, and supporting budgets: determining scope, methods, and resource requirements and schedules for projects. Provided input to requirements statements for acquisition and participated in technical evaluations.

Information Technology: Interpreted data and analyzed results using statistical techniques and provided ongoing reports. Utilized data stores, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Supported the Customer's annual exercises, planned monthly relocations, and unplanned real-world events. Coordinated and participated in installation and renovation projects and prepared status reports on system checks, relocation preparation, and relocation support. Exhibit strong attention to detail in configuring and installing hardware, software, and peripheral devices for customers. Demonstrate oral communications expertise in managing customer calls for support and service and through training delivery on new hardware and software. Partner closely with customers and team members to identify, analyze, and devise meaningful solutions for various IT- related issues.

PROFESSIONAL EXPERIENCE

Wireless Services Specialist

UNITED STATES SENATE SERGEANT AT ARMS, SAA, Washington, DC 10/2020-Present Hours Per Week: 40

Type of Employment: Full-Time, Federal Government, Excepted Service Pay Plan:8

Relevant Competencies: IT Systems Support, Customer Service, Attention to Detail, Oral & Written Communication Technical Acumen, Problem Diagnosis & Resolution, Documentation, Customer Service, Technical Support, Customer Support, Information Security, Network Administration, Asset Management, Project Management, Information Systems, Systems Administration, Agile, IT Product Management, Technical Review, IT Vendor Management, Business Analysis, Requirements Analysis, Training Management, Help Desk Management, Issue Resolution, Hardware Support, Software & Application Support, Administration, IT Management, Customer Service, End User Support, Business Relationship Management, Explaining Technical Information Clearly, Large-Scale Project Management Enterprise Software Installations, Data Center Systems, Risk Analysis, Project Management, Attention to detail. Execute hands-on troubleshooting of wireless devices, coordinates among Senate office, Senate Help Desk, and wireless telecommunications vendors to facilitate technical problems. o Gathered requirements from client teams in 4 regions to develop customized systems. Document wireless policies, procedures, and business practices to ensure proper adherence to SAA organizational plans and vendor requirements.

Telecommunications

• Manage zero usage reports to determine if mobile numbers should remain active on senate office billing accounts.

• Implement and maintain mobile device management solutions administers phone registration, and advise on enterprise policies; installs, upgrades, configures, tests, maintains, and supports operating system software in a production environment.

• Administer technical support, troubleshoot, test, and resolve customer issues of Fixed 20+ software issues on new mobile devices

(iPads, iPhones, Android, MiFi).

• Administer Workspace One licenses to incoming/existing users using MDM software. Create technical documents for configuring mobile devices.

Customer & Technical Support

• Monitor and respond to the Helpdesk on application performance issues/troubleshooting mobile devices. Assist the Helpdesk with complex mobile applications.

• Analyze the needs of Senate offices and assist with identifying the best products, carriers, and service plans to meet those needs; assist offices with the purchase of non-standard equipment, verifying price and availability.

• Provides customer technical support, recovers, and resolves mobile device issues remotely and in person throughout the organization.

Troubleshooting & Problem Solving:

• Troubleshoot complex, mission-critical systems and rapidly deploy IT solutions while providing direct and indirect support to customers to ensure the real-time transmission and integrity of data throughout the VHA network and data storage system.

• Review and analyze program metrics to assess the quality and effectiveness of project implementation, identifying areas for improvement and proposing changes to increase the effectiveness and quality of work performed.

• Develop and implement policies, procedures, and reporting strategies to ensure the integrity and security of data systems.

• Communicate effectively with customers and leadership to relay complex IT concepts in a way easily understood. Develop and deliver presentations to upper management leadership on IT solutions, maintaining awareness of emerging technologies and business requirements to provide leadership with recommendations on how to improve systems to enhance functionality and user experience.

Selected Key Achievements

• Reformed methodology for securing mobile infrastructure, achieving mobile launch within 3 months; assessed security risks for integrating commercial mobile apps as Mobile Phone Channel Analyst

• Enhanced process flows and decreased response time by 30%; control support for telecommunication products and services including technical troubleshooting, field hardware support, and on-the-phone support.

• Reduced inventory discrepancies by 75% by suggesting inventory software was conducive to the organization’s needs.

• Identified information technology capability gaps and created a training program affecting subordinate department levels and improved efficiency by 41% '

• Received customer service reward for decreasing turnaround time closing customer complaints by 50% in 6 months and boosting customer satisfaction ratings by 3 points; led team of 3 to organize customer issues and complaints.

• Increased shipping times by 100% by implementing computerized inventory and ticketing. Computer Information Systems Specialist II

MARYLAND DEPARTMENT of TRANSPORTATION, Glen Burnie, Maryland 01/2018-10/2020 Hours Per Week: 40

Type of Employment: Full-Time, State Government

Relevant Competencies: IT Systems Support, Customer Service, Attention to Detail, Oral & Written Communication Technical Acumen, Problem Diagnosis & Resolution, Documentation, Customer Service, Technical Support, Customer Support, Information Security, Network Administration, Asset Management, Project Management, Information Systems, Systems Administration, Agile, IT Product Management, Technical Review, IT Vendor Management, Business Analysis, Requirements Analysis, Training Management, Help Desk Management, Issue Resolution, Hardware Support, Software & Application Support, Administration, IT Management, Customer Service, End User Support, Business Relationship Management, Explaining Technical Information Clearly, Large-Scale Project Management Enterprise Software Installations, Data Center Systems, Risk Analysis, Project Management, Attention to detail. Served as a highly qualified technical specialist assisting the Division management. Provides leadership and support at the Division level for a broad variety of program management, resource assessment, scheduling, program evaluation, policy development, and other technical review activities related to division workload responsibilities. IT Management

• Trained junior team members on industry best practices and standards. Improved quality processes for increased efficiency and effectiveness.

• Ensured the highest level of service by maintaining appropriate record-keeping, including action taken, computer utilization logs, and other relevant data.

• Led cross-functional teams at scale or in highly complex environments to develop innovative software and/or services. Focuses team efforts on current goals and priorities.

• Planned, developed, and executed large-scale IT projects that transform the way work is accomplished. Determined the size, skills, and roles necessary for an ad hoc team to deliver a product and identified appropriate team members.

• Planned and scheduled the installation of new or hardware (HP Desktops, laptops, and peripheral equipment including printers and scanners), operating systems, and applications software including Microsoft Office 365 Suite

• Extended consulting services to public sector customers, assessing IT requirements within companies and contributing objective advice on the use of IT; clarified client's system specifications for 4 critical projects.

• Controlled IT assets using IT management software (Maximo) throughout the organization to ensure inventory accuracy.

• Diagnosed and solved unusual, difficult, and complex technical problems in response to customer-reported incidents, contributing advice and assistance to minimize interruptions, and designed written analysis for addressing similar problems in the future. Management & Program Analysis Support

• Researched procedures and guidelines to determine appropriate actions, implementing regulations and precedents to specific problems and complex cases.

• Ensured leadership was aware of any backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information.

Selected Key Achievements

• Relocated 2 sites and revised site layout, improving productivity and operational cost efficiency by over 20%; re-engineered business processes to integrate internal operations with the changing business environment.

• Accomplished strategy intended to minimize production and operational costs resulting in a total expenditure of 25%

• Designed and published monthly project management reports for 2 clients, formed project team of 5 members presenting project status and financials to senior team on an ongoing basis. Constructed a reference guide for 20 help-desk personnel on logging into the device, improving response time by 40% Reconciled asset discrepancies by 80%, increasing the tracking of inventory.

• Constructed communication plans across 3 product platforms, optimizing user experience and system functionality by 25%; performed product development process.

• Optimized process flows and reduced response time by 30%; support for telecommunication products and services including technical troubleshooting, field hardware support, and on-the-phone support.

• Suggested procedures decreased average hardware order processing time from 60 minutes to 25 minutes.

• Delivered technical advice and support for $30MM technology solution retail client; organized a 10-member customer care team to enhance incident management and reduce post-setup technical issues by 50%

• Increased productivity by 50%, establishing standards of work performance for employees.

• Advised change management work streams to modify the organizational hierarchy of 5 MNCs; conducted analysis of employee objectives, proposed work improvements, and achieved a 12% increase in productivity.

• Formulated methods to capture system defect trends and cut down defects by 30%; designed and organized defect management process to assure quality assurance, and facilitated project management, and risk management.

• Developed communication plans across 3 product platforms, optimizing user experience and system functionality by 25%: accomplished product development process.

• Administered local area network of 20+ traders, tracking and renewing software licenses; troubleshot network disturbances for customer service executives at 100+ back offices, preventing 2 potential network failures.

• Initiated virus detection policies and procedures and supplied internal office support for 20+ office software applications. Warranty Repair & Field Technician

Daly Computers, Rosedale, Maryland 06/2017-09/2018 Hours Per Week: 40

Type of Employment: Full-Time, Private Sector

Relevant Competencies: IT Systems Support, Customer Service, Attention to Detail, Oral & Written Communication Technical Acumen, Problem Diagnosis & Resolution, Documentation, Customer Service, Technical Support, Customer Support, Information Security, Network Administration, Asset Management, Project Management, Information Systems, Systems Administration, Agile, IT Product Management, Technical Review, IT Vendor Management, Business Analysis, Requirements Analysis, Training Management, Help Desk Management, Issue Resolution, Hardware Support, Software & Application Support, Administration, IT Management, Customer Service, End User Support, Business Relationship Management, Explaining Technical Information Clearly, Large-Scale Project Management Enterprise Software Installations, Data Center Systems, Risk Analysis, Project Management, Attention to detail. Served as the lead technical specialist and principal point for the planning and implementation of user support services overseeing all IT equipment, software, systems, and interfaces. Documented and updated Cherwell ticketing system for technical issues that needed further evaluation.

• Diagnosed, repaired, and solved complex hardware and software issues (or replaced parts, debugging, etc.) including thorough troubleshooting of hardware problems.

• Identified and resolved issues related to network configuration, system services, and other IT problems.

• Led customers in researching technical decisions and hardware for purchase based on needs.

• Collaborated with vendors and contractors to negotiate pricing for designated projects.

• Tested proprietary database software installations, patches, and upgrades; interned with the UNIX admin group. Selected Key Achievements

• Oversaw project flows and minimized down response time by 40%; supervised HP products and services including technical troubleshooting, field hardware support, and on-the-phone support o Controlled business process transformation project to supply chain processes to cut down costs by 35%; formulated process workflows, created roadmaps, and partnered with functional leads to roll out new processes.

• Configured, led, and sustained application software and third-party application environments, devising links between interfaces, and supervised 5 field technicians, monitoring, and troubleshooting 10% of server issues.

• Formulated and devised training and evaluation program for 100+ frontline employees; conducted a 4-hour training session in the team of 4 to equip trainees with technical knowledge.

• Negotiated price for procurement of 10 new models and IT hardware of $10MM, leading to 10% annual savings; initiated and executed laptop replacement program for 2,000 employees.

• Supervised 5 customer service support agents to solve issues 90% of the time in first contact; built standardized processes for leading typical customer requests and exception-handling approaches.

• Cooperated with customer support and technical teams to assure (% system up-time while simplifying network costs by 20%; devised, executed, and operational complex network systems.

• Managed support for telecommunications products and services including technical troubleshooting, field hardware support, and on-the-phone support, revamped process flows and cut down response time by 30%

• Analyzed production department requirements, inspecting test fixtures for new hardware equipment; evaluated field data on equipment failures, reevaluating testing standards to diminish variables by 95%

• Restructured order processing and delivery to customers by 14% and enhanced customer satisfaction ratings to 4/5; recommended approach to address customer requests and performed data tracking software. EDUCATION

Bachelor of Science, Computer Networks and Security University of Maryland Global Campus, Maryland 05/2017 GPA: 3.0 CERTIFICATES

HP Repair (2018) Lenovo Repair (2018)

LinkedIn Learning Certificate

Cybersecurity Foundations (2022) IOS 15 and iOS iPhone and iPad Essential (2022) ITS Service Management Foundations (2022)

Tech Career Skills Effective Technical Communication (2021) Community College of Baltimore County

Introduction to Information Security Certificate (2022) TECHNICAL SKILLS

Configuration Management SCCM, Microsoft Office 365, Windows 7 Windows 8 Windows 10 & 11 Windows Server 2008 R2, Visual Studio, Cherwell and Auto-task Ticketing System, Apple iOS, Android OS, Apple Business Management (ABM), Maximo, Service Now Ticketing System, Abana, Documentation and Training, System Configuration

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