Project Management Senior Analyst, 01/2016 to Current DELL SECUREWORKS – Atlanta, GA
Provide superior firewall operations service engineering to global clients and supervise various internal projects as assigned.
Develop and implement detailed project plans for data center firewall repairs and upgrades as part of process improvement.
Liaise with the client in identifying project constraints, dependencies, and risks.
Resolve issues and mitigate consumer impact.
Maintain, supervise, and manage the account and budget for multi-million dollar projects through the use of PSA software.
Participate on Change Advisory Board (CAB) meetings to communicate and present updates on firewall status and changes.
Consult and seek a line of business approval for complex requests during CAB meetings to deliver the best client experience.
Request for an emergency line of business approval after conducting MOD calls upon the occurrence of unexpected issues.
Collaborate with OSE Engineering to support to the client throughout the change lifecycle and drive the business objectives.
Plan and author daily process documentation to execute best business practices.
Train, coach, and develop new employees.
Spearhead the establishment and maturity of PMO.
Identify and manage KRIs and KPIs for operational support and service.
Account Executive, 01/2012 to 01/2015 APPVAULT, LLC – Atlanta, GA
Managed, coordinated, and executed successful new product introductions while collaborating with mid and high-end clients.
Worked closely with Sales and Product Management Team and external advertising for 45+ newspaper and healthcare clients.
Designed and operated mobile websites, applications, and social media pages for clients through internal company software.
Determined and adhered to the brand guidelines ensuring to sustain the client's brand once company software was operated.
Identified and triaged issue lists within the accounts such as missing feeds, malfunctioning tags, and broken links efficiently.
Coordinated with the developers in conducting QA analysis after software releases and updates to ensure smooth operation.
Gathered and determined data on jobseeker demographics and traffic patterns via Google Analytics.
Analyzed market trends.
01/2010 to 01/2012 THE HOME DEPOT – Atlanta, GA
Resolution Expeditor (Corporate Customer Care) Provided world-class customer service by identifying, addressing, and resolving root causes of customer and store problems.
Managed customer conflicts through tickets generated via SAP CRM software.
Built active working relationships with vendors.
Handled inbound communications and correspondences from internal and external customers via phone, letter, and email.
Gained and utilized extensive knowledge of products and procedures to ensure accurate resolutions of complaints and issues.
Trained and coached agents to develop call handling skills.
Recognized and endorsed new agents as Certified Nesting Agents.
Communications Representative, 01/2009 to 01/2010 COMCAST – Alpharetta, GA
Performed exceptional customer support by informing customers of current upgrades and discount opportunities available.
Partnered with cross-functional teams in providing sales leads and closing sales deals for future success and increase in profit.
Offered and sold upgraded packages successfully to existing customers based on the clients' desire and needs of their home.
Arranged and organized schedules of upgrade installations for clients through the use of Comtrac and ACSR billing software.
Recorded and documented changes in customer information including feedback surveys on availed entertainment packages.
Tracked tickets through the entire lifecycle to document and follow up on important issues appropriately and accurately.
Applied and utilized gained knowledge of company services and products to provide the best customer service experience.
Bachelor of Arts: Communication and Information Sciences, 2009 The University of Alabama - Tuscaloosa, AL Communication and Information Sciences
A successful professional who had passed the ITIL Foundation Certification, Project Management last 2017. An active member of Delta Sigma Theta Sorority Incorporated. A passionate volunteer and member of the American Cancer Society - Making Strides Against Breast Cancer. Graduated with a Bachelor's Degree in Communication and Information Science, majored in Public Relations, and minored in African-American Studies. Equipped with well-developed public relation skills capable of collaborating with high-profile personalities, executives, and stakeholders A business-savvy professional possessing outstanding leadership skills effective in leading team of diverse backgrounds while driving the business success. Recognized by Management of The Home Depot for the superb job performance and ranked within the top 20% in performance, quality, and resolutions. A dedicated team member tiered as the highest escalation point out of 3 customer contact centers.
Delta Sigma Theta Sorority Incorporated - Member
*Making Strides Against Breast Cancer (American Cancer Society) - Member and Volunteer
CERTIFIED PROJECT MANAGER - LEADERSHIP ~ IT SERVICE MANAGEMENT ~ PROJECT MANAGEMENT
AREAS OF EXCELLENCE
Client & Vendor Relations
ITSM & Communication
Escalation & Resolution
Product Roadmaps & Lifecycles
Training & Development
Scheduling & Reporting
Social Media Management
Web Content Analysis
Strategic Planning & Analysis
Microsoft Office (Word, Excel, PowerPoint, and Outlook)
Applicant Tracking Systems and SAP (Customer Relationship Management) Software
ClearSlide Sales Management Software and GoToMeeting