Preeti Fisher
Sacramento,CA
Summary
Driven and decisive Technical Project Manager offering 10+ years of experience managing human resources teams to deliver compliance, personnel communication and workforce programs. Flexible and focused with expertise in recruitment and retention, mediation, staff training and development and complex problem resolution. Develops and implements HR strategies and initiatives aligned with overall business strategy.
Overview
17
17
years of professional experience
Work History
Human Services Specialist
Dept of Health Services, Sacramento County, CA
12.2023 - Current
- Conduct customer interviews to determine eligibility for assistance programs (CalWORKs, CalFresh, Medi-Cal), ensuring accuracy and compliance
- Assist individuals from diverse backgrounds, addressing immediate concerns and establishing rapport, including those with mental health or substance abuse challenges
- Interpret complex regulations to educate customers on their rights, responsibilities, and program eligibility
- Review application documents, approve benefits, and monitor cases for compliance and errors
- Coordinate referrals to external resources and develop tailored education and employment plans to enhance self-sufficiency
- Collaborate with internal departments and external stakeholders to address customer needs
- Monitor customer progress, maintain accurate records, and address non-compliance issues
- Identify and report suspected fraud cases and participate in special projects and committees as needed
- Conduct program orientations, facilitate employment workshops, and process inter-county transfers for customers
- Perform additional duties as assigned to support program objectives.
Sr. Project Manager | Business Analyst | Customer Experience
Cisco
05.2018 - 12.2023
- Provided complex analytical support, interpreting data to enhance cross-functional business operations and ensure efficiency
- Developed annual operating plans, capital budgets, and forecasts, and built business cases for new initiatives through detailed cost/benefit analysis
- Created and analyzed complex data reports for management, presenting findings to various levels of leadership
- Defined business requirements and conducted analyses to increase operational efficiency and streamline processes
- Supported multiple, complex cross-functional projects, establishing work plans and timelines
- Collaborated with business users, IT teams, and vendors to understand system requirements and business processes
- Configured and validated changes to access, routing, quality monitoring forms, speech categories, and desktop triggers based on business needs
- Analyzed, troubleshot, and resolved technical issues related to contact center platforms, minimizing business disruptions
- Participated in stakeholder meetings to discuss business pain points and propose technical solutions using supported platforms
- Produced technical guides, standard methodologies documents, and configuration and installation content for internal and external use.
Sr. Technical Writer | Cloud Readiness
Cisco
04.2014 - 05.2018
- Developed a wide range of documentation for Cisco Collaboration products, including developer, reference, and admin guides, system overviews, customer service training materials, maintenance procedures, and reporting solutions
- Contributed to Cisco’s Knowledge Management Initiative (KMI) and the consolidation of support and end-user databases into a single entity, developing solutions for Cisco’s internal and external customer service online help system
- Compiled and generated monthly reports of database usage and activity for the KMI, analyzing data significance
- Engaged with Engineering and Technical Architects to collaborate on content design and development using best practices
- Created structured and reusable content using DITA, XML, or HTML 5 lifecycle
- Produced graphic-based content, including videos, animations, animated GIFs, and high-quality static images
- Conducted UX copyediting for desktop, mobile, and web interfaces, and performed user experience research through competitive analyses and direct customer feedback
- Proofread and refined technical texts to ensure accuracy and clarity.
Sr. Customer Support Engineer | Technical Writer
Webex by Cisco
04.2007 - 04.2014
- Provided solutions for Cisco Unified products and managed large enterprise, small, and medium customer accounts, including contract renewals and deal transactions
- Debugged, reproduced, and analyzed system issues, using moderate to complex lab setups to solve product and network problems
- Forecasted and scheduled Workforce Management and acted as a technical expert, providing global support
- Monitored performance and productivity management programs for engineers (PMPi Program) and developed the Complaint and Compliment Handling System (CCHS) to track customer escalations, enhancing satisfaction levels
- Gained comprehensive knowledge of key account management and support partner management
- Collaborated with engineers, product managers, and customer-facing technical staff to develop effective, customer-focused documentation, best practices, onboarding material, and scenario-based guidance
- Drove a use-case-based information-architecture approach to organizing content and contributed to the continual improvement of authoring and production tools and processes
- Edited content for technical accuracy, grammar, usage, and adherence to style, managing articles through technical review, content edits, and publication.
Education
Certified Paralegal Studies -
Boston University
06.2011
Bachelor of Science in Computer Science -
Boston University
Skills
- Advanced project management and business analysis
- Cybersecurity principles and implementation
- Manufacturing processes and technologies
- Leadership, communication, and interpersonal skills
- Technical knowledge of desktop operating systems
- Data analysis and interpretation
- Technical writing and documentation
- Client support and assistance
References
References available upon request.
Timeline
Human Services Specialist
Dept of Health Services, Sacramento County, CA
12.2023 - Current
Sr. Project Manager | Business Analyst | Customer Experience
Cisco
05.2018 - 12.2023
Sr. Technical Writer | Cloud Readiness
Cisco
04.2014 - 05.2018
Sr. Customer Support Engineer | Technical Writer
Webex by Cisco
04.2007 - 04.2014
Certified Paralegal Studies -
Boston University
Bachelor of Science in Computer Science -
Boston University
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