Shana McFadden
Nanuet,NY
Summary
Highly motivatedProjext Manager with 30 years of Industry experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across organizational structure
Overview
35
35
years of professional experience
Work History
Project Manager - Digital Corporate Services
SUEZ North America
Paramus, NJ
11.2009 - Current
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Drove implementation of Type and Type software to automate office operations.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Worked with customers to educate and inform on Product or service, effectively closing over Number deals.
- Developed written plans and obtained customer consent to proceed.
- Set and administered department budgets for expenditures, materials and labor.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Helpdesk Technical Liason
SUEZ North America
Harrington Park, NJ
10.2006 - 11.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Patiently walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented support interactions for future reference.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Provided on-call support for critical issues related to Software.
- Devised solutions to operations issues related to Software, working closely via phone, email, live chat and web teleconference.
- Maintained and updated Type customer service database.
- Used Type scripting skills to contribute to internal technical tools.
Helpdesk Support Engineer
SUEZ North America
Harrington Park, NJ
01.2004 - 11.2009
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices and software to set up work stations for employees.
- Performed root cause analysis and general troubleshooting.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with outside departments to implement system-wide improvements.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
B.S Cyber Security - Forensic Computing
06.2023
A.A.S Data Processing And Network Support
01.1999
Skills
- Work Planning and Prioritization
- Employee Relations
- Meeting Support
- Budget Controls
- Time Management
- Outside Contractor Oversight
- Multiple Priorities Management
- Policy and Procedure Enforcement
- Verbal and Written Communication
- Standards Conformance
- Compliance Requirements
- Service Quality Management
- Workflow Processes
- Policy Management
- Worker Training
- Critical Thinking
- Customer Service
- Planning and Prioritization
- Team Goals
- Strong Leadership
- Leadership Development
- Proactive Communication
- Interpersonal Relationships
- Customer Loyalty
- Process Implementation
- Vendor and Supplier Relations
- Operational Efficiency
- Continuous Improvements
- Honest and Trustworthy
- Service-Orientation
- Project Tracking Development
- Project management experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Project Manager - Digital Corporate Services - SUEZ North America
11.2009 - Current
Helpdesk Technical Liason - SUEZ North America
10.2006 - 11.2022
Helpdesk Support Engineer - SUEZ North America
01.2004 - 11.2009
Bellevue University - B.S Cyber Security , Forensic Computing
Rockland Community College - , A.A.S Data Processing And Network Support
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