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Project Manager Resume


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Resume:


Lydia Phillips
Hunters Crossing Pointe Lithonia GA
Phone: Email:

PROFESSIONAL EXPERIENCE

– Project Manager, Inventes (Dell Managed Services) Atlanta, GA
• Managed client services DELL/EDS that included but not limited to:
• Ensured delivery of DELL computers and the implementation of the TSC Break-fix Helpdesk for BellSouth and Parts Logistics.
• Managed the deployment project to deliver new desktop computers to BellSouth employees in GA, AL, FL, LA, MS, TN,KY, NC, and SC.
• Management of the Field Services Organization.
• Managed the transition process for BellSouth employees to the new helpdesk environment.
• Management of one or more, inter-related EDS projects aimed at the accomplishment of set objectives.
• Prepared meeting project schedules and coordinated implementation.
• Acted as the team lead on multiple projects concurrently.
• Responsible for daily operations management including but not limited to:
• Service performance monitoring, root cause analysis and corrective actions.
• Implemented list tracking and change management proposals.
• Problem solving:
o Exceptions and change management
o Regular communication with EDS and suppliers/partners
o Responsible for overseeing metrics and reporting including but not limited to:
o EDS reporting
o Supplier performance reporting
o Dell Internal management reporting (EDS experience, financial, SOW’s and risk)
o Adhered to all SLAs (Service Level Agreements) and project delivery dates.
o Defined project scope and deliverables with product management.
Responsible for maintaining all service level agreements, customer expectations, reporting, employee training, and development.

- United Kingdom, Global Helpdesk Manager, Ajilon Communications (MCI)
Alpharetta GA
• Oversaw a seat XX service center that provided technical assistance, order and fault management for voice and data including PBX, Voicemail, Voice Networking, Virtual Private Network (VPN), Wireless Phones, and Pagers for our global client BP Oil.
• Critical Issues Management for site and network wide voice service outages.
• Headed up the installation and de-activation of PBX systems for BP sites.
• Coordinated the delivery of circuits to BP from various vendors
• Managed large MACD projects
• Acted as liaison for MCI and BP Oil to ensure customer satisfaction
• Directed on-site vendors performance with their Service Delivery Managers
• Controlled all quality and regulatory compliance functions for BP Voice Services, including vendor management, change management and process development.
• Managed the global delivery of service reports according to the Global Service Agreement.
• Presented analysis on trends and the business impact of trending data.
• Conducted monthly presentations to BP management.
• Compiled internal/external documentation including:
• The TMC Critical Process
• The TMC Internal Escalations Process
• The site level Disaster Recovery Interface
• Improved customer mandates and negotiated service level agreements with vendor management.
• Screened potential candidates for open positions, performed reference check, exit interviews, scheduled work hours, determined salaries, resolved conflicts, managed and trained helpdesk analysts.
• Appraised annual performance reviews of subordinates
• Project planning and management for all potential new business.
• Remedy Application
• Peregrine Application (TIP)


- Black Box Network Services, Duluth, GA, Project Manager
• Approved new and renovation construction projects for Home Depot.
• Managed all issues involving Home Depot facility utilization.
• Audited accounts for scope, budget and profit.
• Managed client services to Local Exchange Carriers and Contractors to specific measurable critical service dates and ensure system requirements.
• Implemented project management best practices.
• Detailed understanding of the requirements and processes for support service implementation.


Tesa Entry Systems, Norcross, Georgia, Manager “Aftermarket Sales”
Department linked in a multi-sales strategy. Sold electronic locking system parts, components and partial systems to customers in collaboration with “New Construction” and “RetroFit” departments that handled packaged products.
• Managed automated product supplies chain distribution.
• Coordinated sales floor marketing and goods-sold process by motivating a -person team
• Administered performance based sales dynamics and data using Lotus Notes coupled with Fourth Shift software to query inventory, scale cost of goods based on quantity, maintained on-time delivery and maximized/monitored worker efficiency.
• Exceeded sales quotas as set by senior management.
• Designed a reporting systems to streamline information flow to improve customer care
• Evaluated all issues relating to customer service escalations.
• Screened potential candidates for positions, determined salaries, scheduled work hours, conducted annual performance reviews.
• Extensive experience in team building and negotiation and able to motivate and execute a group toward consensus.

Skills
Microsoft Office, Visio, Project, Information Mapping
Operating Systems-Windows XP , NT, ; Windows NT Server, Server
Voice Communications-Meridian Voicemail system; OCTEL Voicemail system; Nortel Symposium ACD system; Siemens HiCom series; HiPath - series; Nortel Meridian Option c-c. Call Detail Records; Traffic Study Analysis.

EDUCATION
Georgia State University (Business Administration)