To obtain an opportunity that will allow me to reach my full potential, utilize my skills and professional experience to be an asset as well as the opportunity for professional growth and continuing education.
Areas of Expertise
|Project & Program Management||Web & Graphic Design|
|Helpdesk/Technical Support Management||Human Resources Management|
|Service Delivery/ Quality Assurance||Customer Service|
|Training & Development||Research & Analysis|
Relevant Skills & Experience
Mid-Atlantic Specialty Graphics Baltimore, MD
Baltimore based freelance design studio specializing in business identity solutions for print and web.
Nomini Hall Slave Legacy Project Baltimore, MD
Project Director Sept 2006- present
The Nomini Hall Slave Legacy Project is Genealogy research project that attempts to connect the descendants of the of 511 enslaved Africans and their children manumitted by Robert Carter III in 1791 from his Nomini Hall estate in Westmoreland County, Virginia. Maintain accurate records of artifacts and details of the enslaved that were manumitted.
The Shelter Group/Brightview Senior Living Baltimore, MD
IT Project Manager Mar 2017-February 2018
Translate operational business needs into systems solutions with assistance from subject matter experts; document system requirements and specifications in cooperation with business sponsor(s). Prepare project plans and timetables for project teams to use in system design and implementation; oversee execution of the plans to ensure compliance with project deliverables and deadlines; report variances to project sponsors. Oversee the design, development, and testing of solutions to ensure they meet overall business objectives. Manage application implementations or upgrade projects using subject matter experts from internal departments, vendors, contractors and partners; ensure each project has the correct sponsorship, clear business objectives and communication flow, plan and budget approval. Ensure resource and financial estimates are completed for all projects and track actual progress vs. budget. Manage issues and report outstanding/critical issues to project sponsors or IT Director for resolution. Lead project meetings to review completed system and work flow processes. Ensure procedures, workflow, and functions meet specifications and requirements so that overall business objectives are achieved. Maintain relationships with application, system, hardware, and service vendors and manage problem resolution. Coordinate with appropriate teams to ensure a smooth project transition upon completion. Proactively project future business system upgrades, installation and work flow requirements to meet corporate objectives, keep system current, and/or to correct business problems. Participate in the development and implementation of IT policies, standards and procedures including project planning, tracking and documentation. Develop and maintain a strong working relationship with system end-users and management to provide reliable customer satisfaction.
Business Information Systems Manager Feb 2015-Mar 2017
Attracts, retains, coaches, motivates and leads the Business Information Systems support team; holds team accountable for meeting objectives. Oversees the helpdesk to ensure excellent telephone, email and face to face technical support to users and timely resolution of issues; continuously monitors helpdesk activity to identify trends, potential issues, and user needs; recommends solutions and escalates issues as appropriate. Leads the evaluation, installation and testing of Business Systems application system upgrades; Performs system analysis to troubleshoot issues and test possible solutions. Serves as Project Manager for software related projects, partnering with subject matter experts, internal stakeholders, vendors, contractors and IT peers to ensure timely, efficient and cost-effective solutions. Develops and continuously refines user training for Business Systems via classroom sessions, web-based seminars, written instructions, on-line courses, and one-on-one training; manages training offerings to ensure proactive and timely user support. Monitors emerging applications and available upgrades to existing software; recommends enhancements to increase efficiency and data integrity, resolve system issues; partners with senior management to negotiate pricing and contracts. Leads the annual renewal of system software contracts. Works closely with internal partners to stay abreast of emerging business needs, changes in policies and/ or procedures, regulations, and training needs related to Yardi, Realpage and other Business Systems applications; shares information with software support team and works proactively to support internal stakeholders’ needs. Assist with the administration of the Yardi and Realpage applications and monitors system performance for maximum data integrity.
Senior Systems Software Specialist Aug 2014-Feb 2015
Provide Yardi software training and technical support to employees of Brightview Senior Living. Work with Senior-level management to develop training strategies for operational procedures. Develop training materials and documentation to be distributed to staff. Develop and Provide individual and group training on Yardi software related issues on an ongoing basis to new hires and existing employees. Act as project manager for all Yardi upgrades. Utilize remote connectivity applications to provide technical support to users in remote offices (CT, PA, NJ, MD, MA, FL, MO, RI, VA, NY).
Systems Software Specialist Mar 2008 – Aug 2014
Provide Yardi software training and support to employees of Brightview Senior Living. Work with Senior-level management to develop training strategies for operational procedures. Develop training materials and documentation to be distributed to staff. Develop and Provide individual and group training on Yardi software related issues on an ongoing basis to new hires and existing employees. Act as project manager for Senior Housing and Maintenance for all Yardi upgrades. Utilize remote connectivity applications to provide technical support to users in remote offices (CT, PA, NJ, MD, MA, FL, MO, RI, VA). Maintain training database.
Ciber Inc./International Finance Corporation- World Bank Group Washington, DC
Tier 2 Software Support Analyst- Dec 2006 to Mar 2008
Provide software and proprietary application support to IFC/World Bank Group staff worldwide. Utilize SMS, Citrix and other remote connectivity applications to provide support to users in remote country offices. Provide individual training on software related issues. Develop training materials and tip sheets for distribution to Ciber and IFC staff. Provide software and proprietary application training and mentoring to Tier 1 Analysts. Maintain Remedy knowledge base with support solutions in order to maintain continuity among all analysts.
Relevant Education & Training
|2017||University of Maryland University College|
|2006-2007||Kaplan College||Coursework in Management|
|1995-1998||University of Maryland Eastern Shore||Coursework in Criminal Justice|
|1991-1995||Baltimore City College High School|
|LearnSmart||Project Management Professional (PMP)® Training|
|StackSkills||MySQL Database Development|
|StackSkills||PHP & MySQL Web Development|
|StackSkills||Certified Web Developer|
|StackSkills||HTML5 and CSS3|
References available by Request