Lead projects to a diverse range of customers and partners to successfully deploy services, including handling deployment resources, scheduling, and ensuring deliverables are met within budget and ahead of schedule. Adept with Google’s G Suite and Clarizen Project Management tracking tool.

Lead projects to a diverse range of customers and partners to successfully deploy services, including handling deployment resources, scheduling, and ensuring deliverables are met within budget and ahead of schedule. Adept with Google’s G Suite and Clarizen Project Management tracking tool.Key Achievements:• Streamlined operations while maintaining schedules to ensure maximum customer satisfaction.• Devised and implemented strategies to resolve customer concerns and issues.• Collaborated with interdisciplinary teams to execute SOWs/Service Descriptions, and achieve project deliverables and milestones.• Won the Outstanding Performer award by my peers, being described as “Mission driven & Highly engaged”, “Mentor”, “Takes Ownership”, and “Team player.” (September 2021)

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Empowering Women. Self-Defense.The blog Yellow Eyed Ninja is intended to empower women, yet in an entertaining way. So… along with a laugh or two, you may find the information throughout the site quite useful.Additionally,Master Melissa is responsible for all business aspects of running a Taekwondo school in Richardson, TX. • Teach & motivate students (ages 6 - adult) in classes Monday and Thursday evenings. • Responsible for staffing, budgeting, and scheduling. • Strong in customer service and conflict resolution.Strong body, strong mind!

Interface with a diverse range of clients, providing consulting services, understanding the scope of their needs to drive business and complete the development of sophisticated projects within budget and timelines. Direct all aspects of software product training as it relates to WFO, multichannel analytics, Customer Surveys, BI, RPA, IVA, CXM, CRM, and IA applications. Provide critical technical interface to sales team, vendors/partners, educating clients on software products / services and leading installation. Key Achievements:• Developed a keen understanding of the market and end user requirements to ensure successful delivery.• Partner with project teams to achieve project milestones; created and executed SOWs, RFPs & RFIs, SIT & FSIT plans.

Provided technical leadership for server & database configuration, project implementation, technical writing, training, and post customer support for both large and small VoIP platforms, PBX, unified communications. Provided support through workshops and conducted technical presentations and training to determine best solutions for application configurations. Key Achievements:• Managed all phases of preparing and implementing core network servers for users. • Provided detailed documentation to corporate regarding network requirements and materials for data communications. (UDP, TCP, SIP, RTP, SNMP); managed production of ISO templates and procedures. • Devised client call flows, including hunt groups, auto attendants, and call centers. • Managed designated configuration and troubleshoot of AudioCodes Gateways and Sonus for multifaceted issues; effectively worked onsite with internal teams on qualification, configuration, and repairs of firewalls, NTP, and user registrations. Certified: • BCAA - BroadSoft Certified Application Administrator • BCPA - BroadSoft Certified Platform Administrator • MX-One LZU 102 1516 Basic Install 2 • Solidus Ecare

Directed all aspects of leadership and training to internal implementation and design specialists. Established and executed MS Access, Visual Basic VBA programs which enhanced company’s performance, program services, and customer support department. Analyzed reports and database to identify inconsistencies and ensured adequate implementation of the new system.Key Achievements:• Championed the development of technical documentation and defined processes and procedures supporting the ISO certification. • Recognized and presented with the “Outstanding Achievement” award for system database and design at NASA Marshall.• Achieved the “Quality Recognition” award for the NASA Stennis project in South Mississippi. • Designed and developed detailed sheet programs, implemented check-off programs, and helpdesk programs.

Received “Certificate of Appreciation” for a project well done at Lexis Nexis, Dayton, OH.• Collected data from end-users or provided on-site training to coordinators to gather the data.• Assisted in the design of customer call flows, including hunt groups and auto attendants.• Designed and configured call centers and provided call center training to both supervisors and agents, including ACD, andCentergy Virtual Contact Center.• Provided station database implementation, including running database scripts. Able to create mass amounts of database in veryshort time frames.• Developed and provided administrator and end user training.

Maintained the Intecom E switch and Octel voicemail system, trained new users on the voicemail system, and provided help to computer users.