Technical Project Manager & Analyst Resume
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Resume:
Technical Project Manager & Analyst
Data Collection, Verification, Analysis Project Management
Project Tracking & Status Attention to Detail
Verbal & Written Communications Call Flows
Site Mgmt. from Initial order to on air Escalations
Telecommunications - Provisioning Cross-functional Team Support
Degrees: B.S, Business, DeVry University
Technologies: SMS, Remedy, Data, VoIP, MPLS, Metasolv,
Intermediate Excel, BMC, SharePoint, MS Teams,
WFM, Salesforce CRM, Cisco, ADTRAN, Juniper,
ERP, Remedy, DS, DS, T, Trunks, Telephony,
Routing, PowerPoint, Adobe, Zoom, MS Office
Suite, Networking, Vendor Portals
Industries: Telecommunications, Home Security
WORK HISTORY
Caregiver, Lenexa, KS ( – )
- Assisted primary with overnight care, administered medication, and provided general care for father.
Ethernet Technician – Service Delivery, CenturyLink, New Century, KS ( –)
- Created, tracked, fielded, and worked – tickets weekly.
- Analyzed, dispatched, and resolved National and International circuit trouble tickets.
- Entered data into multiple databases and ticketing systems to ensure that customer service
assurance targets and SLA requirements were met.
- Escalated problematic tickets to appropriate internal and external teams based on location,
repair complexity, and area outages.
- Liaised between vendors, customers, and management to ensure KPIs were met and to
improve time-to-resolution.
- Collaborated with business owners, commercial technical support and vendors.
- Obtained Request for Outage ticket information for Enterprise customers.
Homeowner Technical Support, Allegion, Olathe, KS ( – )
- Processed and shipped more than , replacement parts each month with a % error rate.
- Troubleshot and resolved customer technical support issues for Schlage, Ives, Broadway,
Kryptonite, and Dexter by Schlage.
- Answered approximately emails per month; customer inquiries and warranty
replacements via Schlage’s technical support Website and purchase order database.
- Liaised between vendors, customers, and management to ensure KPIs were met and to
improve time-to-resolution.
- Developed documentation for improved processes and procedures to elicit correct
information and improve customer satisfaction.
- Trained new employees ()
Engineering Assistant, CenturyLink, New Century, KS ( – )
- Processed, verified, and entered – Ethernet pre-sales service orders per week via
Salesforce and WFMT and Salesforce with less than .% error rate.
- Interpreted approx. site surveys per day for Site Requirements to determine Site Entrance
Qualifications standards, invoices and Customer Action Requirements.
- Worked with billing analysts to ensure, sold, installed and billed revenue accuracy.
- Collaborated with OSP / ISP Engineers, Sales, and Planning teams to help
ensure initial critical dates, milestones and SLA requirements were met.
- Corrected – past-due orders daily and compiled Daily Clear Path Compliance Log for
team lead and director for cost savings and revenue generation.
- Supported Project Manager and Team Leads to maintain document flow control and to track
and complete technical project activities within project timelines.
- Prepared and compiled ad-hoc reports for pre-sales team lead and director.
Primary Caregiver, Overland Park, KS ( – )
- Administered medication, scheduled appointments and provided general care for parents.
Business Analyst II, Ericsson, Overland Park, KS ( – )
- Compiled, analyzed, and distributed – reports per week via Salesforce for the sales team
for demand planning and product availability forecasting.
- Utilized Excel skills including VLOOKUP for ad hoc reporting, special projects and editing
master Excel trackers.
- Tracked on-hand and discontinued supply for product lifecycle management.
- Supported project manager by tracking, verifying, and correcting corrupted data reports.
- Distributed corrected reports to appropriate group(s) to assure data integrity and accuracy for
inventory forecasting and sales.
Business Phase-Out Manager, QPS, Overland Park, KS ( – )
- Completed scheduled and tentative projects for -year phase-out plan.
- Notified customers of phase-out, timelines, and schedules.
- Negotiated bids, calculated lead times, reviewed proposals, and procured supplies.
- Scheduled customers, handled correspondence, and maintained company records.
- Provided follow-up and gathered feedback.
Project Analyst I, Ericsson, Overland Park, KS ( – )
- Resolved errors, corrected backlogs, and collaborated with cross-functional teams.
- Moved approx. K stalled orders to active status generating over M in revenue.
- Trained new contractors in database procedures.
- Collaborated across teams to document problems and processes to create a uniform
Order Status Report.
- Created smooth order processing and activation for cost savings and revenue generation.
Project Coordinator, Ericsson, Overland Park, KS ( – )
- Cleared approx. K backlogged orders in < months.
- Updated critical database information, leading to approx. K in revenue.
- Generated and distributed weekly status reports for – past-due orders to move to
active status and generate revenue.
- Managed multiple projects utilizing core systems across multiple teams.
- Ensured timely updates on plans in progress to meet or exceed project milestones.
- Trained new employees ().
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