Holly Byers
San Tan Valley,AZ
Summary
Dynamic project manager with a proven track record at Nextiva, excelling in stakeholder engagement and risk assessment. Spearheaded complex programs, driving process improvements and fostering collaboration across teams. Adept in Agile methodology, I deliver impactful results while enhancing communication and technical documentation for diverse audiences.
Overview
27
27
years of professional experience
Work History
Lead Senior Enterprise Project Manager
Nextiva
Scottsdale, AZ
07.2021 - Current
- Led complex programs by developing integrated plans incorporating multiple project deliverables.
- Identified critical impediments to achieving project objectives and coordinated efforts across business groups.
- Managed assigned projects from initiation to closure, ensuring timely delivery using PM Principles.
- Communicated expectations and updates regarding deliverables to internal and external stakeholders.
- Fostered a culture of continuous improvement, driving measurable results across teams.
Enterprise Project Manager
Nextiva
Scottsdale, AZ
10.2018 - 02.2021
- Collected pertinent information regarding network, users, devices, and call flow.
- Executed onboarding process while adhering to deadlines and managing customer expectations.
- Answered inbound calls, troubleshooting issues to achieve effective resolutions.
- Configured telephone extensions and services for customers, including equipment activation.
- Facilitated number porting from previous providers to Nextiva.
- Exceeded productivity metrics while improving overall customer experience.
- Resolved escalations swiftly to maintain high levels of customer satisfaction.
IT Support Specialist 3
The Pennsylvania State University
University Park, PA
06.2017 - 10.2018
- Developed technical communications, including how-to guides and knowledge articles, for agents and end users.
- Restructured service catalog from 750 services to 100 agents, enhancing efficiency.
- Managed incoming service desk calls and emails, resolving or escalating incidents effectively.
- Created and maintained training materials to support user education and system navigation.
- Resolved password issues for IBIS, ISIS, and Data Warehouse using incident management systems.
- Activated and disabled users in eDDS and Data Warehouse, ensuring secure access.
- Assisted users with LionPATH, FIT, Workflow, IBIS, and ISIS for operational support.
- Configured query tools for accessing Data Warehouse data while managing printer assignments.
IT Support Specialist 2
The Pennsylvania State University
University Park
03.2015 - 07.2017
- My daily work involves highly repetitive processes that require sustained focus and exceptional attention to detail.
- I have experience with Administrative Systems (AIS) such as Access Accounts, Integrated Business Information System (IBIS), Integrated Student Information System (ISIS), Data Warehouse, Electronic Document Distribution System (eDDS), LionPATH, Multifactor Authentication, and other centralized Administrative Systems.
Customer Service Representative
The Pennsylvania State University
State College
08.2014 - 03.2015
- I performed a variety of customer service responsibilities, which included a combination of the following: Serve as first-line contact for all customers (guests, clients, faculty, staff, students, vendors, etc.).
- Communicate with diverse customers on a regular basis.
- Respond to routine customer questions and/or needs, provide appropriate response/service for situation.
Seaman
United States Coast Guard
Sault Ste. Marie
09.1998 - 09.2000
- Maintained and enforced vessel security.
- Monitored the loading and unloading of maritime cargo to ensure compliance with regulations.
- Inspect gear, devices, navigational aids, and lifesaving equipment for safety and functionality risks.
- Patrolled waters, administered search and rescue, stood watch, and made daily reports to Officer in Charge.
- Marched as U.S. Coast Guard representative at funeral of Defense Secretary Clark Clifford.
- Gave numerous community presentations to incite young women’s Education.
Education
High School Diploma -
Bellefonte Area High School
Bellefonte, PA06-1998
Some College (No Degree) - 6 DUS credits
The Pennsylvania State University
State College, PASkills
- Project management
- Stakeholder engagement
- Risk assessment
- Agile methodology
- Process improvement
- Technical writing
- Critical thinking
Awards
Nextiva – 2021 Achievers Club
References
Ash Barr, Manager, Enterprise Onboarding, Nextiva, 602-666-2857
Job Qualifications
- Data-oriented
- Customer Service professional
- Technical writing, safety, health care, and military training and experience.
- Phone Support
- HIPPA
- MS Office / Google Suite
- Project Planning
- Telephony - UCaaS / SaaS / CCaaS
Professional Development
- EI&O Security Compliance Training
- EI&O Security Core Training
- Achieving Goals through Perseverance and Resilience
- Mentee/Mentor Program
Timeline
Lead Senior Enterprise Project Manager
Nextiva
07.2021 - Current
Enterprise Project Manager
Nextiva
10.2018 - 02.2021
IT Support Specialist 3
The Pennsylvania State University
06.2017 - 10.2018
IT Support Specialist 2
The Pennsylvania State University
03.2015 - 07.2017
Customer Service Representative
The Pennsylvania State University
08.2014 - 03.2015
Seaman
United States Coast Guard
09.1998 - 09.2000
High School Diploma -
Bellefonte Area High School
Some College (No Degree) - 6 DUS credits
The Pennsylvania State University