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Click here or scroll down to respond to this candidate Candidate's Name
PROGRAM MANAGER
Street Address E 129th Street
PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Grandview, MO Street Address
OBJECTIVE
To fully utilize my varied experience as a Software Engineer, Customer Service Specialist, Client Services
Administrator, Lead Desktop Engineer, and Program Manager in concert with my level of education in a role
that would champion individual growth and provide opportunity for advancement.
EDUCATION EXPERIENCE
Keller Graduate School of January 2022 to July 2023
Management MBA Program Manager IT Service Delivery WWTS - 40hrs weekly.
Master of Business
Administration Ensured compliance with active contracts between WWTS and
clients.
Oversaw establishment of procedures/customer service polices.
DeVry University BS Developed client relationships and increased revenue 20%.
Bachelor of Science Computer Managed Workflow Coordinator, Team Leads, and Technicians.
Information Systems Anticipated client needs and expectations.
Provided/tracked deliverables based on contract, statement of
Notary Public work and solution designs.
Met/Exceeded Service Level Agreements, Key Performance
Commissioned March 2021 to Indicators, and internal goals.
February 2025 Mediated formal customer complaints from root cause to quick
State of MO resolution.
Owned daily operations of several Accounts with multiple
PMP/PMI Agile Certification locations across the US, Canada, Puerto Rico, and Mexico.
In Progress Prepared Financial documents in Excel: Budgeting, Accruals, and
Forecasting.
Increased revenue by 10% through special projects.
KEY SKILLS Maximized project timelines and budget based on key project
milestones.
Implemented process improvement and optimization
Software Design, Coding, recommendations to improve program objectives.
Testing, Maintenance, COBOL, Prepared/presented reports for upper client management.
AS - 400, JCL, SQL, IVR, CRM, Utilized system applications to update/monitor customer activity.
MicroStrategy Reporting, Tech Provided weekly status of Accounts to clients and upper
Support, Call Processing, management.
Scheduling, Asset Management, Recruited/interviewed/hired new staff.
SCCM, Active Directory, Service
Now, Exchange Server, Remote July 2020 to December 2021
Desktop, SQL Server, Windows
PowerShell, Data Migration, Team Lead Desktop Engineering - Deployment WWTS (Hallmark)
VPN, Customer/Client Service, - 40hrs weekly.
Computer/Printer Deployment,
MS Windows 10, Office 365. Managed 60+ techs attendance and work activities.
Google: Docs, Sheets, Forms, Coached up to 12 techs and escalated conflict with appropriate
and Slides management to resolve customer/employee/security issues.
Made recommendations to improve program objectives and
security practices.
Facilitated daily processes to improve customer service.
Addressed customer complaints from root cause to resolution.
Collaborated with vendor partners to address hardware repairs.
Lead Technology Refresh projects.
Utilized customer ticketing system to create/
assign/update/monitor work activities of myself and team.
Organized/maintained various Excel Spreadsheets.
Attended daily and weekly meetings with customers and clients.
Provided back up support to team members in their absence.
March 2019 to July 2020
Desktop Engineer Desktop Engineering - Deployment
NSCGLOBAL (Hallmark) - 40hrs weekly.
200+ Laptop/Desktop Refreshes and Deployments to date.
Admin/Scheduling up to 6 customers daily.
Created/Maintained 200+ Tickets daily.
Imaged, loaded/configured software, data migration, mapped
shared drives, setup printers, conducted walkthroughs, tested
VPN on 200+ machines,
Troubleshot problems on 25 computers weekly.
Organized/Maintained 2 Excel Spreadsheets weekly
Ran Security Policy updates several times daily.
Asset Management - researched/modified status, ownership,
location, etc. several times daily.
Wiped and Inventoried 10+ old laptops /desktops/tablets weekly,
in compliance with security protocols.
Trained 10+ new techs upon arrival.
December 2017 to Present (Short -Term Assignments)
Computer Technician Field Support PEAK Systems - 4hrs. per day
per project as assigned.
Completed Hardware Refresh Project (100+ PC s, Monitors,
Laptops) over 2 nights.
Completed 10+ HP Printer Install (staging and configuration)
projects.
August 2015 to November 2016 (Seasonal: August November)
Executive Secretary Client Services ALLSOURCEPPS (MetLife) -
40hrs weekly (August-November)
Created/Updated Customer File Folders via Enterprise Connect
daily.
Added/Updated Plan Designs, Agendas, and other Print
Materials in Customer File weekly for 3-5 Enrollment Reps
weekly.
Scheduled Strategy Call Meetings and maintained appointments
for 3-5 Enrollment Reps via Outlook Calendar.
Audited/Scrubbed data in Customer Management Workbooks.
Maintained 3 Excel Customer Reports daily.
Updated Customer Files in OEMS periodically.
E-mailed up to 50+ Benefit Counselors for Strategy Calls.
November 1994 to November 2001 - Software Engineer III
Telecommunications SPRINT Corporation - 40hrs weekly.
Designed, coded, tested, and maintained COBOL and JCL code
used in 3+ IVR applications that facilitated audio text, automated
attendant, fax-on-demand, voice messaging and conferencing
interactive voice response, and inbound/outbound call
processing.
Organized, automated and synchronized sales, marketing,
customer service, and technical support with regard to the
management of Sprint s current and future customer interactions
utilizing a CRM system.
Designed and maintained 5+ custom reports for marketing
purposes, utilizing the Micro Strategy Enterprise Software
Platform.
48hour On-call rotation for Technical Support monthly.
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