United States
PMP-certified Project Manager with a robust technical foundation and deep expertise in Agile, Waterfall, and ITIL frameworks. I excel at leading cross-functional teams, managing risks, and ensuring projects are delivered on time, within scope, and within budget. With extensive experience in IT and financial services, I apply ITIL principles to optimize processes, enhance service delivery, and drive continuous improvement. My collaborative approach and strong communication skills enable effective stakeholder management, while my proficiency with tools like Microsoft SQL Server, Azure Boards, and Power BI supports data-driven project success.
• Develop and maintain a chapter membership plan • Promote the value of PMI® and chapter membership • Liaison with potential PMI® members and encourage them to be members of the chapter • Develop and implement a plan to recognize member milestones (such as anniversaries or awards) • Develop and implement a member retention program • Revise membership benefits and value on a regular basis • Develop and implement membership welcome and support plan • Answer general membership inquiries; respond to member/non-member information inquiries and other requests for assistance • Act as the primary recipient for the Chapter Reporting System (CRS) • Maintain the membership records of the chapter (CRS) • Provide communication list/member updates to officers • Coordinate the production and distribution of timely membership reports, such as monthly membership reports by demographics (city, state, age, industry, etc.) • Develop and administer membership satisfaction survey/exit survey • Ensure that members are aware of available services • Support and attend annual general meeting • Develop and implement succession and transition plan
Project Planning & Coordination • Develop and manage timelines, budgets, and task lists for key initiatives (e.g., website updates, service launches, marketing campaigns). • Translate business needs into actionable project plans with clear goals and milestones. • Coordinate tasks and communications across contractors, freelancers, or service partners. Technology & Systems Management • Oversee the setup, maintenance, and integration of tools such as Microsoft 365, Teams, Zoom, Wix/Weebly, and helpdesk platforms. • Evaluate and implement automation or AI solutions to streamline workflows (e.g., meeting transcriptions, CRM, booking systems). • Ensure backups, data privacy, and security standards are followed. Marketing & Branding Oversight • Lead branding projects such as logo creation, social media visuals, and content planning. • Schedule and manage business card design, print materials, and vendor relationships. • Coordinate email communications and campaigns to promote Homestay Lucy services. Service Operations • Define and improve client-facing processes such as onboarding, appointment setting, and support. • Ensure project timelines align with service delivery and client satisfaction. • Monitor KPIs (e.g., response time, bookings, client feedback). Stakeholder & Partner Communication • Act as the primary point of contact for vendors, collaborators, and support partners. • Provide regular updates and reports on project progress. • Maintain documentation for workflows, SOPs, and lessons learned.
• Led the full life cycle of multiple projects, managing scope, timelines, budgets, and resources to ensure successful delivery. • Defined project charters, goals, and deliverables, ensuring clear stakeholder alignment and expectations. • Managed software development teams, facilitating Agile ceremonies and ensuring continuous progress on user stories. • Collaborated with developers, QA, and business teams to translate technical requirements into actionable project tasks. • Led Quality Assurance (QA) processes, including test planning, test case creation, and execution of tests to ensure high-quality deliverables. • Conducted testing phases to identify and resolve software bugs, improving overall project quality and reducing post-launch issues. • Leveraged Azure Boards to prioritize and track project tasks, integrating with Power BI for performance and reporting. • Conducted risk assessments and implemented mitigation strategies to ensure project timelines were met. • Managed stakeholder relationships through regular updates, presentations, and issue resolution
• Worked closely with software development teams to implement software solutions, ensuring projects met client requirements. • Implemented and maintained Inventory software, resulting in increased efficiency and productivity. • Implemented, trained, and maintained ticketing system ensuring effective issue tracking and resolution. • Provided system and network administration support. • Used tools such as Active Directory and PowerShell. • Created and managed group policies for the organization’s computer systems. • Developed easy-to-understand walkthroughs for company use, enhancing knowledge sharing and training. • Troubleshot software issues, providing timely and effective solutions. • Maintain system documentation including procedures in tools like SharePoint and Freshdesk. • Worked independently and with a team, demonstrating strong communication and collaboration skills. • Collaborated with outside vendors to resolve problems promptly. • Provided comprehensive information to facilitate long-term solutions and prevention to vendors. • Proactively searched for ways to streamline processes to best serve the company. • Continuously improved knowledge through internal and external training and individual reading and research. • Managed and administered Exchange, LastPass, and Riskmaster a claims software.
• Provide first level phone, email, and chat support to businesses utilizing the product. • Analyze reported issues and provide accurate problem solving skills. • Utilize ticketing systems to manage and document support requests. • Ensuring timely resolution and communication with clients. • Conduct training sessions for new and existing clients, helping them understand and effectively use SaaS. • Administer and maintain application environments, including server management and software updates. • Ran queries on the Microsoft SQL Server database to gather information and insights. • Supported the implementation and troubleshooting of credit card EMV devices integrated with SaaS. • Ensure compliance with PCI standards and provide guidance on secure payment processing. • Proactively search for ways to streamline processes and improve the efficiency of SaaS support. • Maintain CRM Salesforce with complete and accurate documentation for all issues and correspondence relating to a customer request. • Maintain confidentiality in all matters related to personnel, company operations and financial matters, both for customers and for the Company-SMS. • Submit and follow-up on case escalations as required with a drive for results. • Assist in remote upgrades for existing sites or implementations, collaborating with IT management and Administration along with all levels personnel.