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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phonexxx-xxx-xxxx

abc@xyz.com

 

Dedicated and incisive Project Manager with a significant background in the wireless industry eager to contribute unique technical writing, quality assurance, and customer relations expertise toward supporting a dynamic organization in optimizing bottom-line performance.

 

 

Profile

 

         Meticulous and focused problem solver with a solid reputation for integrity, relationship-building skills, organizational skills, and commitment to quality control and customer satisfaction.

         Highly skilled in requirements definition, priority-setting, project plan development, risk identification and assessment, and vendor evaluation and selection.

         Outstanding capabilities in flawlessly navigating the complete systems/project management life cycle; considerable strengths in Agile programming process.

         Specialize in efficiently directing and managing technical writers and software developers in multiple website launches.

         Adept at managing key accounts with three of top four wireless operators nationwide (AT&T, T-Mobile and Verizon Wireless).

         Highly skilled in driving enterprise-wide continuous improvement initiatives, security remediation projects, and internal program audits.

 

 

Professional Experience

 

Wireless Data Services, Kirkland, WA, 2002 to Present

Project Manager           (2006 to Present)

         Steer complete project management lifecycle from requirements specifications and SOPs through to enterprise-wide development, integration and administration of existing and new WDS product and service web sites.

         Facilitate cooperative and cohesive efforts among sales, marketing, account managers, operations manager and executive staff for projects such as launch of new AT&T International Care and Verizon West Indirect call centers.

         Exhibit outstanding leadership talents as product owner within development team using Agile methodology.

         Spearheaded launch of new business location and new line of business in only six weeks.

         Serve as primary point of contact and sole subject matter expert for customer issues relating to authored and hosted websites.

         Extensively work with Fortune 500 customers to analyze and accurately define scope and establish timelines for commercial engagements.

         Championed \ project management for launch of new 400-seat call center.

 

Continued

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

Regional Knowledge Manager              (2005 to 2006)

  • Directed, mentored, and motivated team of seven technical writers and testers in authoring web content for wireless operators which dramatically boosted customer satisfaction and decreased average call center handle time.
  • Elevated site uptime by optimizing customer service and standardizing web features where possible.
  • Integral member of global teams tasked with localization of several websites, successfully reducing costs by customizing existing content to specific client requirements.

 

Senior Knowledge Administrator             (2002 to 2005)

  • Assembled technical documentation for end users and Customer Service Representatives of three major US wireless operators, effectively slashing support calls as well as technology device returns.
  • Rapidly promoted to senior role based on exceptional performance in streamlining content development, fortifying quality and cost control, and bolstering team productivity.
  • Trained and advised documentation team in writing standards and best practices.
  • Seamlessly partnered with IT staff, executive managers, and developers in completing broad range of projects.
  • Suggested enhancing technical guides with images and project-managed initiative to significantly strengthen reader comprehension.

 

Prior Background:

 

Technical Specialist, PricewaterhouseCoopers, Tampa FL, 2001 to 2002

 

Technical Specialist (Contract), ARC/Verizon, Tampa FL, 1999 to 2001

 

 

Professional Development  / Specialized Training

 

SharePoint 3.0 Level 1, Bellevue Community College, Bellevue, WA, 2009

 

Project Management Fundamentals, Comsys, Kirkland, WA, 2007

 

Software Development and Requirements Gathering, Comsys, Kirkland, WA, 2007

 

ISO 9001:2000 Internal Auditors Certified, AQS Management Systems, Las Vegas, NV, 2005

 

 

Technical Expertise

 

UNIX, SCO, Mac platforms, Windows (all versions), Microsoft Office Suite, PeopleSoft, SAP GUI, UNIX, Solaris, HP, AIX, Best1, Tivoli, SEQ5, ISO 9000:2000, SharePoint 3.0

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