In the business of building strong and efficient PMO teams for information technology and managed service operations.

• Ensures project implementation plan is built and formally delivered to client in presentation format: including, but not limited to risk management, communication plan, issue management, etc • Reviews queue of incoming client requests to ensure all are completed on time• Proactively addresses any potential problems that may arise in the project, and maintains detailed, accurate records of all interactions with clients and partners• Acts as an escalation for clients and internal team • Coordinates and leads client health check program• Represents project team in project turnover meetings• Assists in completion of account management activities • Monitors team Key Performance Indicators (KPIs) daily; coaches and develops remediation plans as needed to ensure team members meet KPI objectives • Holds weekly team meetings • Seeks Project Management Professional (PMP) certification in off-hours if certification has not yet been attained • Monitors team communication to ensure Services Level Agreements (SLAs) and client satisfaction objectives are met • Develops relationships to promote future projects with the client Project Manager • Analyzes performance data (client KPI reports) to identify and adjust for trends in order to add value for Contingent’s clients • Proactively analyzes processes and training needs to identify opportunities for service delivery improvements and increased efficiency • Reviews team member performance; recognizes, rewards, and retains exceptional talent within the team • Contributes to the realization of personal, division, and corporate goals and objectives • Achieves division gross profit targets • Conducts the interview and evaluation process of potential team candidates • Supervises on-call support and staff

Supporting of high-end tax software formulated by CCH, this position required me to think quickly and efficiently through customer issues. I was expected to fully troubleshoot any problem that may arise within the installation and operations of software and workflow tools for tax and accounting. Working side by side with accountants and IT professionals, I had to be able to walk the user through the solutions or remote into their machines to browse the files and personally scan the registry for issues. •High level of patience and customer service skills •Computer savvy •Well organized and able to keep up with constant changes within the software and IRS.

Faced with a multitude of daily tasks in a fast paced work environment. I moved from a floor associate to the office within the first three months of employment. My expectations ranged from analyzing shippable product in the warehouse and submitting the details to our customers for routing, to actually releasing the workloads to the associates using warehouse software. My intent was to know all aspects of my job so that I may fulfill my requirements more effectively.