Experienced Project Management Analyst

Analyst/Project Manager experienced in delivering projects to reduce costs and increase productivity for a Fortune 50 company. Proven ability to gather and analyze data, research, manage details, listen, train and coach. Dependable, hard working and detail oriented professional with great problem solving skills.

• Project Management
• Database Management/Programming
• BPI (Six Sigma)
• Global Team Experience
• Call Center Experience
• Winning Culture Champion

DELL INC. • Round Rock, TX • 1998 – Present

Project Management Senior Analyst • (Nov 2007 - current)
• Identifying areas for contact optimization and shift-left opportunities. As part of this effort, developed issue-based reporting, including handle time, resolve rate and minutes to resolve.
• Leading winning culture committee to coordinate community involvement and team building activities for department

Senior Project Analyst/Associate Project Manager • (Mar 2005 – Nov 2007)
• Conducted analysis on returns and concessions for all of Consumer to drive cost savings of $12.5 million
• Developed Logs Per Order metric for Consumer Care contact measurement
• Was responsible for reporting and analysis for alternate channel call drivers including comparisons between inbound calls, email, and chat for both Customer Care and Tech Support.

Data Analysis Specialist • (Jan 2004 – Mar 2005)
• Generated weekly and quarterly metrics reports for Forum managers on productivity, usage and traffic for the forum, identifying process improvements needed in software for metrics reporting and moderator productivity.
• Fulfilled adhoc reporting and analysis requests as needed for the forum and other departments
• Forecasted quarterly and yearly post and site traffic for the forum

Forum Moderator/Administrator • (Jan 2000 – Dec 2003)
• Diagnosed problems and provided resolutions for technical and service issues on Dell products via the technical web forum
• Administered the forum software and deployed software updates and announcements
• Acted as liaison between internal technology department, the vendor, the moderators, and management to address issues or needed updates with the forum software
• Played integral part in bid and contract process for new vendor for forum software

Created and maintained a website application and resource for the forum team and their functions

Senior Technician • (May 1998 – Dec 1999)
• Diagnosed problems and provided resolutions for technical and service issues on Dell products via phone and email
• Maintained and supplemented web-based Standard Response Library for Portables OLS support staff usage

SEMATECH • Austin, TX • May 1996 – May 1998

Help Desk Administrator
• Provided technical support for all internal employees
• Created and maintained web pages for PC Support and the Help Desk
• Loaded builds on and maintained laptop computers for check-out
• Maintained ISS personnel database