Charmaigne Cole Email & Phone Number

United States

Manage intake of client requirements and scope of the order. Create each item ordered in a timely mannerCoordinate the packing and shipping of orders in a timely mannerCreate and update sales tracking documentation Assess current workflow, identify and implement process improvements

United States

Assistant Manager in the Beverage DepartmentAssist in leading a team of over 100 employees to deliver the end productCreate clear lines of responsibility through RACI documentsCreate and maintain training documents to increase productivity within each standCreate and update sales tracking documentation Assess current workflow, identify and implement process improvements

San Mateo, Ca

• Lead as project manager of multiple IT projects for multiple departments within the County of San Mateo such as: San Mateo Medical Center, Health System, County Manger’s Office, Probation, Department of Housing, Human Services Agency, Information Services Department, Office of Sustainability• Project manager for a variety of projects to include computer upgrades, facility moves, printer queue reassignments, proof of concepts, operating system upgrades, software implementations and hardware deployments• Successfully implemented on time and within budget the deployment of over 700 client devices• Successfully deployed McAfee encryption to over 2,000 desktops within the Health System environment• Successfully manage and remain under budget, multiple projects with a budget of at least $500,000 or more• Instruct and guide teams in daily tasks including but not limited to imaging computers, installing software and physically replacing computers at the desired location• Create, update and maintain project documentation to include project charters, requirements documents, issues logs, communication plans, testing schedule, and deployment and resource plans• Conduct user requirement definition sessions and customer validation sessions• Create and update tasks in Microsoft Project and Workfront per all the task/milestones• Create clear lines of responsibility through RACI documents• Established project management office templates and standards for hardware deployment projects• Conduct Project Management training to ensure that all Project Managers are utilizing the tools provided to the best of their abilities• Manage and increase customer relations between central IT and our three largest customers, Health System, Human Services Agency, Probation• Identify and track IT issues that require coordination and follow up• Improve customer communications by 65%• Manage resource requirements to provide ongoing operational tasks for both Health and Human Services

• Managed projects such as updating over 14,000 computers from Windows XP to Windows 7 and Office 2010 to 2013 at 21 geographically diverse sites • Responsible for receiving and reviewing daily computer upgrade lists and making sure that equipment was prepared with the appropriate software for deployment to that department• Instructed and guided a team of seven desktop engineers in daily tasks including but not limited to imaging computers, installing software and physically replacing computers at the desired location• Conducted preparatory meetings in regards to applications needing to be adding to Altiris and also computer upgrade schedules at each site• Followed up with sites that we had already completed to verify that machines placed on the Do Not Touch list were being addressed• Created, updated and maintained project documentation to initiate, manage, control and close the project appropriately• Created and updated tasks in Microsoft Project and Innotas per all the task/milestones identified in the project schedules• Created requirements documents, including data, reporting and service levels • Used Heat ticketing system to track customer issues• Coordinated across functional groups to ensure milestones and deliverables are met• Documentation, tracking and escalation of issues and jeopardy reports• Stakeholder satisfaction with the product/service• Bi-weekly executive summary reporting• Overall quality of the delivered product/service

Adventist Health Hospitals On The West Coast

• Senior Lead Dell Desktop Engineer of a team of 12 engineers that are responsible for migrating over 14,000 computers in 21 sites for Adventist Health from Novell ZENworks 7 Desktop Management to Microsoft Active Directory• Upgraded Office from previous versions to Office 2010 Pro Plus with Outlook• Installed Lync 2010 and instructed the users on how to use it• Provided immediate response technical support on the phone and in person• Used PC Anywhere to remotely assist customers• Used Heat ticketing system to track customer issues• Assigned schedules including lunches, shift changes and coordinating work flow to stay within the 40 hour work week while still utilizing everyone to the best of their ability• Maintained an accurate count of all machines migrated so as to verify we have finished the task at hand and relaying that information to the client• Compiled reports sent in by the Dell Desktop Engineers to have an account of every machine that was migrated or had Office install• Handled any “emergencies” that present itself throughout the day and resolved them

• Provided player support through specialized tools, forums, emails and in-game support• Tracked current in-game trends and player satisfaction to allow the client to maximize the players gaming experience while addressing areas that needed refocusing• Tracked trends to maximize utilization of employee hours• Accurately and appropriately responded to member questions and issues• Efficiently resolved member complaints and issues while maintaining high standards of player satisfaction• Accurately identified issues requiring escalation, and following through to make sure those issues are fully resolved• Handled escalated issues on a case by case basis, respond to them in a timely manner based on level of urgency through preset channels based on the client’s expectations• Consistently documented each customer issue to maintain a high standard of accuracy• Managed a shift of employees anywhere from two to six people• Evaluated employees and their job performances through daily quality assurance checks• Constantly maintained a level of knowledge in an ever evolving environment and making sure that Employees are continually growing through training and bulletins• Tested and documented possible bugs, game exploits and other issues within the environment

• Constantly trained to stay on top of an evolving programming environment in order to offer my clients the most up to date product as possible• Provided general upkeep and updates of websites contracted through my company• Created new sites as contracted through my company• Established a Search Engine Optimization related to the each product line• Elevated web sites from no listing to page one or two depending on the keyword• Provided monthly status reports in regards to rankings and hits on to contracted sites• Maintained corporate standards at all times including but not limited to security standards of each company

• Created new product pages for Budget Displays• Provided general upkeep and updates of Budget Displays website• Established a Search Engine Optimization related to the each product line• Elevated web sites from no listing to page one or two depending on the keyword• Provided monthly status reports in regards to rankings and hits on to the page• Maintained corporate standards at all times including but not limited to security standards of the company

• Provided client support of over 100,000 Intel employees all over the world• Assisted customers with issues involving Windows XP/2000, Outlook/Exchange, Internet Explorer and roaming-profiles• Provided support for network troubleshooting, including connectivity, wireless LAN access and VPN/broadband issues• Maintained responsibility for creating, maintaining, and deleting network accounts• Responded to client issues in a timely manner through email, in chat or over the phone• Maintained corporate standards at all times including but not limited to security standards of the company

Education record

Bachelor'S Degree, Computer Info Systems - Information Systems Management, 4.0

Activities and Societies: National Society of Collegiate Scholars (NSCS)

Diploma, Web Application Development, 4.0

Microsoft Certified Professional