Erika Sinclair
Lynnwood,WA
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Seeking position that offers professional growth utilizing technical and interpersonal skills, excellent time management and problem-solving skills.
Overview
25
25
years of professional experience
Work History
Senior Business Management
AT&T
Bothell, WA
04.2018 - Current
- Continue JIRA Administration duties
- Managed effort to create and document new process to manage Vanity URL creation and maintenance and URL Redirects in Akamai Edge Redirector.
- Set up and maintain projects and issue types in JIRA to support several new Akamai related processes.
Technical Team Lead/JIRA Administrator
AT&T
Bothell, WA
03.2014 - 06.2018
- Managed continued maintenance and development of bug fixes, patches and software upgrades for Atlassian JIRA.
- Initiated timely response to emails, voicemails and support requests for administration of JIRA.
- Built strong relationships with 50+ cross-functional teams through positive attitude and attentive response.
- Facilitated JIRA user training for 500+ internal clients.
- Implemented new working processes to deliver multiple improvements.
- Gathered and executed JIRA project requirements from cross-functional internal clients.
Technical Director
AT&T
Bothell, WA
06.2008 - 03.2014
- Continued all Project Management duties
- Built and led Project Management team of 9 across varying levels of technical expertise.
- Guided, coached and lead team, delegating tasks and evaluating performance and progression of project pace.
- Assessed expected technical challenges and developed proactive solutions.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Developed suggestions for technical process improvements to optimize resources.
- Managed implementation of new process improvements resulting in increased efficiency.
- Executed on senior leadership's long-term and mid-term sales goals.
Daily Release Project Manager
AT&T
Redmond And Bothell, WA
05.2006 - 06.2008
- Founded, documented and managed interdisciplinary Daily Release process for promotions, product launches and content updates to att.com.
- Orchestrated projects within strict timeframes by solving complex problems and working closely with senior leaders.
- Modified and directed processes to meet organizational needs.
- Achieved project deadlines by coordinating with marketing, development, user experience, quality assurance and release managers to execute quickly and accurately on marketing plans.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to internal customers.
Siebel Consultant
Bearing Point @ Microsoft
Bellevue, WA
05.2005 - 05.2006
- Integrated new interface elements to enterprise applications, prioritizing ease-of-use factors.
- Investigated new solutions and tools for potential integration into ongoing development efforts and maintained standards.
- Created documentation for managed Siebel environments to support multi-disciplinary development efforts.
Systems Analyst, IT Sales
Cingular Wireless
Redmond, WA
05.2004 - 05.2005
- Managed mobile device launches using company inventory management software.
- Evaluated and adopted new technologies to address changing industry needs.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
Business Analyst
AT&T Wireless And Cingular Wireless
Redmond, WA
12.2002 - 05.2004
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Developed process improvement initiatives and analyzed problems to create corrective action strategy.
- Trained and supported internal users with new processes.
Business Analyst, IT
AT&T Wireless
Redmond, WA
12.2000 - 12.2002
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
Help Desk Supervisor
AT&T Wireless
Seattle, WA
12.1999 - 12.2000
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Help Desk Representative
AT&T Wireless
Seattle , WA
06.1999 - 12.1999
- Responded to inquiries by phone.
- Walked user through series of steps to determine problem and implement likely solution.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Logged activities in tracking system to maintain accurate, timely records.
Warranty Exchange Representative
AT&T Wireless
Bothell, WA
11.1998 - 06.1999
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
Call Center Customer Care Representative
AT&T
Bothell, WA
12.1997 - 11.1998
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and billing issues.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Associate of Arts - Liberal Arts And General Studies
Everett Community College
Everett, WASkills
- Akamai Edge Redirector
- JIRA and iTrack
- Verbal and Written Communication
- Problem Anticipation and Resolution
- Focus and Follow-Through
- Operational Efficiency
- Policy Implementation
- Analytical Thinking
- Interpersonal Communication Skills
Timeline
Senior Business Management
AT&T
04.2018 - Current
Technical Team Lead/JIRA Administrator
AT&T
03.2014 - 06.2018
Technical Director
AT&T
06.2008 - 03.2014
Daily Release Project Manager
AT&T
05.2006 - 06.2008
Siebel Consultant
Bearing Point @ Microsoft
05.2005 - 05.2006
Systems Analyst, IT Sales
Cingular Wireless
05.2004 - 05.2005
Business Analyst
AT&T Wireless And Cingular Wireless
12.2002 - 05.2004
Business Analyst, IT
AT&T Wireless
12.2000 - 12.2002
Help Desk Supervisor
AT&T Wireless
12.1999 - 12.2000
Help Desk Representative
AT&T Wireless
06.1999 - 12.1999
Warranty Exchange Representative
AT&T Wireless
11.1998 - 06.1999
Call Center Customer Care Representative
AT&T
12.1997 - 11.1998
Associate of Arts - Liberal Arts And General Studies
Everett Community College
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