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Technical Project Manager & Analyst Resume


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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


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 ().