Joyce Matthews
Charlotte,NC
Summary
Seasoned IT Project Manager lends unique oversight for critical info technology programs. Resourceful, tech-savvy approach honed over more than 8 years toward handling complex hardware and software installations. Lends experienced knack for IT equipment planning, installation, troubleshooting and maintenance. Provides expert navigation to avoid risk associated with cost, allocation and technical considerations.
Overview
8
8
years of professional experience
Work History
Project Manager
Apex Systems Contractor Dell Technologies
02.2022 - Current
- Brought in as an IT Project Manager and managed 27 to 30 projects
- Established strong relationships with project sponsors, stakeholders, and engineers
- Led key stakeholders’ engagement and accountability and communicated project status
- Responsible for tracking status against plans, documenting requirements, monitoring project activities, and preparing communications to key program team members and partners
- Participate in all aspects of project documentation, measure against defined success criteria, and support project handoffs across multiple workstreams
- Collaborate across workstreams outside the direct team to achieve objectives and complete deliverables.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
Project Manager
Beacon Hill Technologies
06.2021 - 08.2021
- Develop and implement instruction to oversee store merchandising operations and field service support teams for merchandising product resets and corporate packet information for Lowe's stores
- Utilizes and manages large data sets, including store lists, labor capacity, budgets, and inventory, to ensure key stakeholders are prepared and informed for deployment
- Planned and performed an internal kickoff meeting to introduce the team members to the project
- Provides planning and execution expectations, work plans, data sets, and communication consistently to drive project and review communication with vendors and employees in the field through all project phases to coordinate the execution of product resets
- Coordinated the writing of project scope and delivery through written communication, conference calls, and meetings
- Formulated project management work plans and collected requirements to define the project scope and develop the WBS - Work Breakdown Structure
- The defined tasks are estimated durations, costs, and resources needed to complete the work.
Real Estate Broker
06.2020 - 06.2021
- Wrote Excel V-Look Ups in the workbook to help streamline rental information of clients
- Interview clients to determine what kinds of properties they are seeking
- Generated new leads, Identified sources, and tracked property and portfolio acquisition opportunities.
Program Manager
Securitas Security
01.2020 - 06.2020
- Support National/Key accounts (as assigned), managing overall service/implementation account performance, technical problem identification and resolution, and general customer service and satisfaction
- Contributed support of Installation Managers and Directors' efforts in customer service relationship management involving the National Account customer base with prompt, efficient, effective, and quality customer service and installation support through multiple service branches and service areas
- Delivered and assist Installation Managers and Directors in providing necessary reporting, problem resolution, action plans, and resource attainment to resolve performance issues
- Available to ensure that Installation Managers assigned to accounts are available to customers and prepared to address customer needs in a timely and acceptable manner
- Works with national account executives to grow the business base and meet sales and revenue objectives
- Liaison between the customer and internal departments (Finance, Sales, Service)
- Develop training materials and provides on-the-job and classroom instruction to Loss Prevention and other employees
- Gathered business requirements for operational reports and analysis by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SMEs)
- Develop/improve business information reports to help internal customers meet their product launch goals
- Oversee and provide direction for major security-related projects and physical security technologies, including but not limited to; systems alarm systems, video surveillance systems, security services, and IT data security systems.
Internal Account Representative
I verified Security
07.2018 - 12.2019
- Managed relationships with specific client groups ensuring efficient and effective responses
- Collaborated with internal resources, including the two monitoring centers, installation, and technical support
- Handle incident reporting research and follow-up—edited audio and video footage of incidents in stores
- Accurately assess the client's information, service, or equipment needs to reduce excessive inbound signal traffic
- Led web training for service products
- Build relationships with key decision-makers and match customers with the right solutions for their needs
- Serving as the main point of contact for investigating and resolving security-related issues
- Set up Quotes using Quote Works applications
- Informs 3rd party vendor agency of any issues or concerns and works with the vendor to facilitate resolutions
- Participates in safety, shrinkage, and committees to assist managers in providing a safe and secure environment
- Conducts risk assessments and provides feedback
- Provide weekly updates to the Project Manager on project milestones, accomplishments, challenges, and decisions needed to complete the project for Implementation
- Collaborated with stakeholders across the organization to ensure business and technology alignment
- Proposed solutions based on analysis to meet defined specifications and needs of the customer
- Clients: Apple Bank, Family Dollar, Dollar Tree, Dunkin Donuts, Horizon Air, Windsor Stores, McGrath Mobile Modular, Family Dollar Aviation Security.
Project Coordinator
Interface Security Solutions
10.2017 - 07.2018
- Managed new store openings for alarm installations
- Responsible for vendor management
- Developed vendor relationships that improved operational efficiencies and cost savings
- Managed loss prevention supervisors’ alarm code requests in different geographical locations
- Responsible for improvement projects which advanced customer relationships
- Evaluated and recommended improvements to status reports, which resulted in increased efficiencies while maintaining quality
- Used CRM applications and Excel
- Maintain schedule of all service installation tickets and requirements
- Managing project timelines
- Professionally handle internal and external inquiries on issues including, but not limited to, center operations and company policies and procedures
- Order and track equipment orders for projects
- Post labor and closeout jobs in the Interface system of record
- Exist as the point of contact for subcontractors ensuring all Interface alarm requirements are followed
- Create reports as directed by management
- Assist Project Managers with scheduling, documentation, and completion of jobs
- Client: Family Dollar.
Space Planning Analyst
Principal Solutions
05.2017 - 10.2017
- Responsible for planogram performance and space allocations to create proposals for executives and ensure all floorplans and merchandising plans are profitable, operationally efficient, and customer-focused
- Analyze work procedures to drive simplicity and effectiveness
- Retail GIS, utilizing AutoCAD and Excel, retail space capture, updating stores, and keeping track of store data
- Client: Lowes.
Database Business Analyst
Robert Half
11.2016 - 04.2017
- Responsible for data accuracy and Integrity
- Upload sales data to POS (Point-of-Sale) Gold System
- Prepared and distributed reports to the national retail client
- Used VLOOKUPs and IF formulas to compare entries and generate a list of differences/errors
- Reviewed reports and identified solutions to automate work
- Maintained database and created exception reports identifying fields of incorrect data
- Wrote technical documentation of software tools
- Monitor the Integrity of the planogram
- Communicating with clients to understand and document the business objectives
- Client: Family Dollar/Dollar Express.
Education
Master of Arts - Sociology (Qualitative data)
DePaul University
Chicago, ILBachelor of Arts - Applied Social Science
SUNY Polytechnic Institute
Utica, NYSkills
- Stakeholder Management
- Project scope
- Client Relations
- Project Scheduling
- Schedule Management
- Project tracking
- Project Management
- Agile/ Hybrid Methodology
Accomplishments
- Increased customer satisfaction ratings by 15% by 6 months, and received a 95% positive rating.
- Documented and resolved installations which led to less deployment delays.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Professional Development
- Executive Skills in Negotiation, University of Notre Dame
- Advanced Negotiations, University of Notre Dame
- Strategies for Conflict Mgmt, University of Notre Dame
- Initiating and Planning Projects, University of California, Irvine on Coursera
- Budgeting and Scheduling Projects, University of California, Irvine on Coursera
- Currently pursuing the PMI certification certificate.
Timeline
Project Manager
Apex Systems Contractor Dell Technologies
02.2022 - Current
Project Manager
Beacon Hill Technologies
06.2021 - 08.2021
Real Estate Broker
06.2020 - 06.2021
Program Manager
Securitas Security
01.2020 - 06.2020
Internal Account Representative
I verified Security
07.2018 - 12.2019
Project Coordinator
Interface Security Solutions
10.2017 - 07.2018
Space Planning Analyst
Principal Solutions
05.2017 - 10.2017
Database Business Analyst
Robert Half
11.2016 - 04.2017
Master of Arts - Sociology (Qualitative data)
DePaul University
Bachelor of Arts - Applied Social Science
SUNY Polytechnic Institute
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