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Professional Summary

Motivated Project Manager with more than 5 years in project management in the Electrical Utility industry. Works well with people at all levels of the organization, and external customers and vendors. Skilled at identifying or anticipating problems and providing solutions.

Skills
  • Excellent problem-solving abilities
  • Excellent communication skills
  • Strong data management skills
  • Advanced user of P6, OPPM, TM1, Ellipse, XA21
  • Dedicated team player
  • Conflict Resolution
  • Staff development
  • Resilient
Work History
Project Manager Western Power - Perth, WA 01/2014 - Current
  • Managed various Capex and Opex Volumetric projects such as: Transmission Substation Maintenance Programs FY 2014/19, Distribution and Transmission Line Siliconing FY2014/17, Distribution URD Pillar Replacement FY2014/17, Distribution Substation Security FY2015/17, and Transmission Line Inspection, Washing and Maintenance (Helicopter Work) FY2014/15. 
  • Developed strong relationships and maintained effective communication with stakeholders to ensure timely delivery and minimise customer impact.
  • Analysed and forecasted project works performance, ensured projects delivery on target of volume, cost, timeliness as well as meeting standards for quality and safety, raised Change Control Request accordingly.
  • Managed conflicting demands within a high workload volume environment, coordinated complex / high risk network outages. 
  • Delivered financial reports as required, advised formal leader on optimizing performance and delivery of project outcomes.
  • Mentoreded graduates / project support staff on customer liaison, data analysis, and varous project tasks.
  • Closely collaborated with project members to identify and quickly address problems.
Project Coordinator Western Power - Perth, WA 08/2011 - 01/2014
  • Managed Capex Volumetric projects such as: Distribution Wood Pole Replacement FY2011/12, Distribution Transformer Replacement FY2013/14, Substandard Conductor Clearance - Road-crossing FY2013/14, Distribution URD Pillar Replacement FY2013/14, Distribution Cross-arm/Stay Replacement FY2013/14, and Distribution Under-rated/Retrofit Stay Replacement FY2013/14.
  • Developed and maintained strong work relationships with both peers and stakeholders.
  • Developed weekly reports to the Executives for Distribution Bushfire Mitigation - pre & post Bushfire Season FY2013/14.
  • Monitored timelines and flagged potential issues to be addressed.
Project Support Officer Western Power - Perth, WA 08/2010 - 07/2011
  • Provided continued support to Wood Pole Inspection and Pole Reinforcing Projects in progress tracking and business reporting (eg. Accruals, Pole Inspection QA).
  • Maintained and improved Data QA and Import Procedure for Pole Inspections AA2.
  • Improved data management tools in MS Access (DRE 7).
  • Assisted in tracking the Pole Inspection and Pole Reinforcement programs.
  • Managed Material Orders for contractors.
Project Support Officer, Design Manager Western Power - Perth, WA 11/2005 - 07/2010
  • Resource Planning and Scheduling for Transmission Substation Design Section.
  • Developed Resource and Workload Analysis reports and section level financial reports. 
  • Conducted cost estimate analysis and resource forecasting.
  • Utilised internal software (Ellipse, Success) to assist estimation of design and drafting cost for substation design teams.
  • Liaised with stakeholders to maintain consistency of project schedule and data quality.
  • Identified project scheduling conflicts and recommended solution.
  • Provided Design Management.
Sales And Proposal Manager CFT Technology - Beijing, Beijing 03/2004 - 11/2004
  • Estimated Marketing-cost and delivered reports to Principle Sales Manager;
  • Provided supports to project management (eg. Network analysis) and package design.
  • Negotiated and managed contract arrangement with customers.
  • Developed and managed annual sales programs of Southeast China (the essential part of the network).
  • Handled customer complaints and issues re quality, packaging, shipment, etc; and delivered corrective action reports.
Chemical Engineer CFT Technology - Beijing, Beijing, China 10/2002 - 03/2004
  • Led a research team of 4, continuously improved methods and procedures in Production Process Control Team.
  • Supervised the team in monitoring production activities and provided suggestions for quality improvements and cost control.
  • Sourced new suppliers and managed procurement including importation, and coordinated with overseas supplier, Custom Office of China and the associated government departments.
  • Mentored new hires in the implementation of company processes and policies to better improve the competency and efficiency of all staff.
  • Improved methods and procedures for processes, measurement, documenting and work flow techniques.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Managing Director's Personal Assistant CFT Technology - Beijing, Beijing, China 07/2002 - 09/2002
  • Managed stationery stock and developed professional relationship with reliable suppliers.
  • Travel arrangements, event organization and coordination (Team Building, etc).
  • Provided coaching, mentoring, and consultation to staff to enhance staff development. 
  • Wrote reports, executive summaries and newsletters.
Education
Diploma of Project Management (PMBoK 4 & 5): Project Management Paradigma Solutions - Perth, WA 03/2013
  • PMP #1768146
Graduate Certificate in Electrical Utility Engineering: Electrical Engineering Curtin University - Bentley, WA 2007
  • Project Management
  • Distribution System Design
  • Overhead Transmission Line Design
Bachelor of Engineering: Biochemical Engineering Beijing University of Chemical Technology - Beijing, China 2002

This resume is created in 7 minutes.
Professional Summary
I am an IT professional with a 25-year background in all aspects of technology, including Helpdesk, desktop support, system administration, budgeting, troubleshooting and network management, including 15 years as a Network Administrator. In-depth understanding of business logic and flow. Excellent problem solving, customer service, and communication skills. I work on figuring out WHY, as well as the HOW.  And I love cannolis.
Skills
  • OPERATING SYSTEMS:  DOS, Linux, OS X, Netware, Windows OS
  • SOFTWARE:  Most major packages, including anti-virus, backup, database, business, and network monitoring software
  • HARDWARE:  Most major hardware platforms for desktops, servers, switches, firewalls and VPN
  • Keywords:  AVG, McAfee, BackupExec, Unitrends, Amazon AWS, FusionAnalytics, VMWare, Oracle, MongoDB, MySQL, Apache, Cacti, Nagios, SolarWinds, GLPI, iSupport, Tomcat, SaltStack, Office, Exchange, Sharepoint, Dell, HP, Apple, DataDomain, Cisco, ASA, NetGear, SonicWALL, F5 LTM
Work History
Network Operations Engineer (Remote Position) naviHealth - Brentwood, TN 06/2012 - Current
  • Maintenance, documentation, and troubleshooting of CentOS 5.6/6.4/7.0 Linux servers, and various in-house software packages
  • Creation and maintenance of VPN tunnels for outside customers
  • Deploying new software and subsequent updates to customer-facing server farms
  • Responsible for monitoring software (Nagios and SolarWinds)
  • Heavily involved in deployment and troubleshooting of Linux-based fax-to-email servers
  • Working closely with development / qa on deploying, testing, troubleshooting dev/qa/staging/production environments
  • Responsible for new Linux server deployment for two data centers, including documentation
  • Responsible for MongoDB infrastructure in dev/qa/staging/production
  • Responsible for researching, purchasing and implementing backup solution (Unitrends, BackupExec, and Data Domain devices) for all data center servers, and archiving to AWS Cloud services
  • Updates of various items: F5 GeoLocation updates, ZipCode Updates for development and production databases
Network Administrator Kennebec Savings Bank - Augusta, ME 11/2008 - 06/2012
  • Maintenance, documentation, and troubleshooting of Windows 200x Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Troubleshooting, updating, and maintenance of network switches for all branch offices
  • Heavily involved in core database updates and patches (Fiserv, Open Solutions, Inc.)
  • Responsible for new server deployment (physical and virtual) for all branch offices, including documentation
  • Responsible for VMWare Data Recovery and Acronis backups
  • Responsible for troubleshooting and patching Internet banking check and statement imaging system (Fiserv Director)
  • Research, implementation, and maintenance of email encryption (ZixCorp)
  • Research, implementation, and maintenance of HelpDesk ticketing system (Track-It)
  • Research, implementation, and maintenance of network fax solution (FaxFinder)
  • Currently researching replacement for custom Intranet package
  • Working with vendors and ISP's for resolution of IT and internal employee issues
  • Ensured consistent, reliable and timely delivery of support services to office and various branches
  • Creating and maintaining documentation of various procedures, including use documentation
Systems Engineer / Facilities Coordinator Thorndike Press - Waterville, ME 12/2002 - 11/2008
  • Maintenance, documentation, and troubleshooting of Windows NT / 2000 / 2003 Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Setup, deployment, backup, documentation, and troubleshooting of desktop and laptop machines with Windows 2000 Professional and Office 2003
  • Troubleshooting and maintenance of switches and hubs, Nortel Phone System, and MS Access databases
  • Working on various projects for main office in Michigan
  • Ensured consistent, reliable and timely delivery of support services to office
  • Maintenance of weekly communication to management team on all tasks, and also to main office in Michigan
  • Working with vendors and ISP's for resolution of customer issues
  • Troubleshooting, repairing and resolving all printer issues
  • Implementing SOP's on software, hardware, and computer equipment sign-out and created central license and serial number archive and repository for organization
  • Responsible for various facilities-related building functions, including outside vendor communications and budgeting
Systems Engineer ValCom - South Portland, ME 02/2001 - 11/2002
  • Installation, setup and maintenance of Windows NT / 2000 Primary and Backup Domain Controllers, print servers, file servers, backup systems, and DHCP, DNS, WINS servers
  • Installation, setup, and maintenance of Citrix MetaFrame 1.8 / XP servers, Cisco Routers and Firewalls, SonicWall firewalls. VPNs, and wireless technology
  • Performing security and network audits for customers, recommendation of security and backup policies and procedures, SOP's for software and hardware
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98/Me, TCP/IP, printing, user, software and hardware issues for customers
  • Working with vendors and ISP's for resolution of customer issues
  • Included in rotation of 24x7 on-call pager
  • Determining customer's present needs, and anticipating future needs
Systems Administrator Applied Intranet Technologies - Camden, ME 02/2000 - 01/2001
  • Installation, setup and maintenance of Primary, Backup Domain Controllers, main file server, VPN server, Email server, DNS, WINS, and DHCP servers, firewall, backups, and networking equipment
  • Implementation of Enterprise-wide Anti-Virus solution, and security policies and procedures
  • Organized transition to an externally hosted mail system from the in-house solution
  • Upgraded network hardware from hubs to switches, and cable from coax to fiber optic
  • Setup and maintained servers at remote office sites (New York, Portland, etc)
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98
  • Created central license and serial number archive and repository for organization
  • Implementing SOP's on software and hardware ordering and inventory
Network Engineer MeetingMakers, Inc. - Woburn, MA 10/1999 - 01/2000
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues, clustering, IIS 4.0 web farm, SQL 6.5 database servers, and ODBC connections
  • Installation, setup, maintenance and backup of DNS, WINS and DHCP servers, Primary and Backup Domain Controllers, IIS web servers, SQL database servers, and file servers
  • Setup and troubleshooting of onsite conference LANs
  • Programming router to route new IP addresses
  • Supervised desktop support person for troubleshooting issues
  • Authored technical information documents
Bioinformatics / Desktop Support Analyst Genetics Institute - Andover, MA 04/1998 - 10/1999
Help Desk Analyst Parametric Technology Corporation - Waltham, MA 01/1998 - 02/1998
Level 2 Support Technician Liberty Mutual Insurance Corporation - Portsmouth, MA 09/1997 - 01/1998
Internet Course Instructor Burgess Business Solutions - Bath, ME 02/1997 - 08/1997
User Assistance / Support Analyst Bates College - Lewiston, ME 06/1996 - 08/1997
Computer Technician Kennebec Valley Community College - Fairfield, ME 09/1994 - 08/1996
Education
Associate of Science: Applied Electronics Technology Kennebec Valley Community College - Fairfield, ME 1996
Interests

Music

Fly fishing

Hiking

Reading

Men's groups

Dancing

RV Camping

And of course, cannolis

This resume is created in 7 minutes.
Summary

Customer Service Manager with experience in customer relations, people leadership, and process innovation. Educated in management, communications, emotional sensitivity and computer operations.

Skills
  • Learner
  • Ideation
  • Communication
  • Strategic
  • Adaptability
  • Microsoft Office 
  • ​Novice LEAN Project Manager
  • Time management
  • Project management
  • Data analysis
Education
2023
Bachelor of Science: Computer Science Columbus State Community College － Columbus, OH, United States
Experience
05/2016 to Current
CSE Account manager Discover Financial Services － New Albany, OH
  • •Demonstrate mastery of customer service by maintaining high results.
  • •Restore customer relations by providing powerful alternative solutions or initiating dispute claims.  
  • Assisted with staff training & development of new agents as a peer mentor, ambassador, and participant of the coach pool.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Developed cultural improvements to assist with driving an increase in stats.
09/2015 to 05/2016
Certified Trainer Panera Bread － Bexely, OH
  • Cross-train and council new associates on Panera Bread culture and policy.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
06/2012 to 01/2015
Web Design & Conceptual Artist Self Employed － Reynoldsburg, OH
  • Conceptualized, planned and executed original designs for a wide range of website properties.
  • Optimized and designed usable interfaces for customer applications.
  • Managed contracts to identify and create customized designs to meet customer requirements
10/2011 to 05/2012
Assistant to HR The Durable Slate company － Columbus, OH
  • Interviewed, hired and trained new customer service representatives.
  • Served as the main liaison between employees and management.
  • Improved service quality and increased sales by developing a strong group of employees to exceed in their roles within the company.
  • Resolved customer questions, issues and complaints.

This resume is created in 7 minutes.
Skills
  • HTML,CSS , SQL ,R,C#,Python, Visual Studio , Excel , Word , Access
Education and Training
Bachelor of Arts Information Systems, , , Calvin College, , Grand Rapids MI. May 2019
Experience
Marketing Lead, Roseland Stair Works Inc, February 2019-Current Orland Park, IL
  • Helped develop marketing strategies and plans to launch a new line of less customizable stairs
  • Modeled trends and prepared reports utilizing database details to have a clear picture of the industry 
  • Applied specific demographic parameters to target market , which enabled us to come up with branding options. 
Researcher, Calvin College, March 2019-Current Grand Rapids, MI
  • Conducted research on NuGet Servers and Chocolatey packages to have them localized on the Calvin server. This eases the updating of software quarterly
  • Scripting to enable the ease of updating windows license on all Calvin computers being utilized by the computer science department
  • Managing over half a million dollar worth of servers and patching vulnerabilities
Web Developer, Women In Computing , August 2018-December 2018 Grand Rapids
  • Worked on the first women in computing website for the Calvin Chapter
  • Https://womenincomputing.herokuapp.com
Requirement Analyst , Calvin College Theatre Company , August 2017-December 2017 Grand Rapids, MI
  • Served as liaison between  client and software architects
  • Prepared the user manual for the software package for the client 
  • Monitored user experience test to document the improvements
User Analyst , Grand Rapids public Library , August 2016-December 2016 Grand Rapids
  • Monitored multiple databases to select decisive data-set to analyze for millage
  • Consulted with the client and Data analyst on how to analyze data-set and fulfill client requirements
  • Successfully streamlined specific areas client had to target to get millage passed
Orientation Assistant , Calvin College Orientation , August 2016-Current Grand Rapids, MI
  • Coordinated orientation for international students
  • Facilitated daily activities.
  • Mentored and lead 160 students
  • Worked as a team lead with 13 other leaders
Activities and Honors

2017-2019                  Rangeela - Lead Director

  • Managed all creative content for publicity 
  • Exceeded expectation and sold out 3 nights of the show 
  • Managing over 200 participants  
  • Chairing a 6 member Committee 

Rangeela is an  annual culture show which includes 300 participants and 4000 plus audience members cumulatively 

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