CINDY SELLERS
Fredericksburg,VA
Summary
Dedicated and focused Project Management Specialist with over 2 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
23
23
years of professional experience
Work History
IT Project Manager
Applied Information Sciences
Reston, VA
08.2023 - Current
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Developed and maintained project plans and timelines.
- Created and implemented processes to ensure successful completion of projects.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
Project Manager
22nd Century Technologies
McLean, VA
09.2020 - Current
- Contact and effectively communicate with users by telephone, electronic communications, or in person.
- Conducted periodic inspections of job sites for quality and progress.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Modified project plans when needed to better align with organizational objectives.
- Identify and document areas for process improvements.
- Led meetings with internal team members, consultants and contractors.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Determined project staffing needs and led resource management.
Senior IT Specialist
ECS Federal
12.2019 - 09.2020
- Provided issue resolution and technical support for system use.
- Maintained up-to-date case documentation for future reference.
- Stayed abreast of latest software developments to enhance job knowledge.
- Solved technical issues by troubleshooting, resolving and documenting service tickets.
- Assisted end users with diagnostics to resolve issues.
- Supported users with in-person and remote technical assistance.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Installed, updated and configured hardware and software.
- Diagnosed and serviced desktops, laptops, software applications and equipment.
Senior Deskside Technician
TEKSYSTEMS
Hanover, MD
12.2018 - 12.2019
- Provide end user support relative to software, hardware, and network assistance.
- Interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs.
- Utilize Tier 2 diagnostic experience and judgment, as well as apply the pre-established workflow procedures and instructions to identify research and resolve technical problems.
- As a Senior Deskside Support Technician I document, track and monitor the incidents, and work orders to ensure a timely resolution.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consistently responded to customer service emails within standard window for optimal response.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Queue Manager
AGILE DEFENSE
Reston, VA
08.2017 - 11.2018
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
- Trained current employees on additional job positions to maintain coverage of roles at all times.
- • Oversee requests, incidents and problems.
- Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all requests and incidents.
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
- Determine root cause of issues and communicate appropriately to internal and external customers.
- Train, coach and mentor Help Desk Analysts (Level 1 / 2)
- Provide data and reporting of KPI's and trends to others in ad-hoc, weekly, monthly reports and as needed.
- Monitor and manage ticketing queue, participating in escalated calls as needed.
- Manage process for communicating outage/emergency activities to the client.
- Review survey feedback to improve services, tools and support experience.
Team Lead/Sr. Help Desk Analyst
AGILE DEFENSE
Reston, VA
08.2015 - 08.2017
- Display courtesy and strong interpersonal skills with all customer interactions.
- Research issues on various computer systems and databases to resolve complaints and answer inquiries.
- Support customers having data connectivity issues.
- Respond to customer service emails in a timely and effective manner.
- Provide thorough support and problem resolution for customers.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Create new account, reset passwords and configure access for users.
- Manage IT setup and service requests for DARPA personnel.
- Report important problems to management.
- Review support cases for technical and troubleshooting accuracy.
- Train new employees and explained protocols clearly and efficiently.
- Develop documentation for common processes for both support staff and end-users.
- Assist in process refinement to improve customer service and support.
- Maintain records, logs and the lifecycle of work requests.
- Assisted customers by troubleshooting and resolving technical problems.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Call Center/Helpdesk Analyst
Wyle IS, INC
08.2008 - 07.2015
- Processed customer account changes, using Active Directory.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Evaluated issues for each caller to determine service needs and address concerns.
- Maximized customer satisfaction by handling more than 40 customer email and telephone interactions each day.
Help Desk Analyst Tier 1/Tier 2 Technical Support Specialist
RSIS, INC
08.2001 - 08.2008
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Education
ITIL-F
2018
CompTIA: Security + CE -
COMPTIA
05.2014
SCA (Support Center Analyst) -
Help Desk Institute
2005
Certificate - COMPUTER OPERATIONS
Computer Learning Center
1992
Skills
- MS Office
- Application installations
- Application support
- Troubleshooting and diagnostics
- Service desk support
- Equipment repair
- Software upgrades
- Hardware diagnostics
- Hardware upgrades
- Hardware configuration
- Project development and lifecycle
- Workforce training
- Productivity improvement
- Staff training and motivation
- Customer relations specialist
- Data review
- Schedule management
- Document management
Additional Information
- ACTIVITIES AND HONORS , Rappahannock Regional Toastmaster's, Club Number: 00008920, District 29,
- Clearance: TS/SCI
Timeline
IT Project Manager
Applied Information Sciences
08.2023 - Current
Project Manager
22nd Century Technologies
09.2020 - Current
Senior IT Specialist
ECS Federal
12.2019 - 09.2020
Senior Deskside Technician
TEKSYSTEMS
12.2018 - 12.2019
Queue Manager
AGILE DEFENSE
08.2017 - 11.2018
Team Lead/Sr. Help Desk Analyst
AGILE DEFENSE
08.2015 - 08.2017
Call Center/Helpdesk Analyst
Wyle IS, INC
08.2008 - 07.2015
Help Desk Analyst Tier 1/Tier 2 Technical Support Specialist
RSIS, INC
08.2001 - 08.2008
ITIL-F
CompTIA: Security + CE -
COMPTIA
SCA (Support Center Analyst) -
Help Desk Institute
Certificate - COMPUTER OPERATIONS
Computer Learning Center
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