Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline

Shawn M Edwards

Clinton,United States

Summary

Innovative Iteration Manager with substantial experience in Agile methodologies and project management. Strengths include effective team leadership, conflict resolution, and ability to deliver projects on time while maintaining high-quality standards. Previously led diverse teams through all phases of project life cycles, achieving process optimization and productivity improvement. Brings strong communication skills, adaptability, and strategic planning capabilities to optimize operational efficiency.

Overview

9
9
years of professional experience

Work History

Delivery Support Specialist

US Post Office
Washington , DC
05.2021 - Current
  • Provided technical support to customers via phone and email.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Troubleshot hardware and software problems on Windows and Mac OS platforms.
  • Configured network settings for LANs and WANs.
  • Performed maintenance tasks such as virus scanning, disk defragmentation.
  • Assisted in the development of user training materials and FAQ documents.
  • Created detailed reports of all service activities for management review.
  • Monitored server performance using various diagnostic tools.
  • Collaborated with internal teams to resolve escalated customer queries quickly.
  • Verified accuracy of client data by running periodic audits.
  • Provided guidance to junior members of the team on best practices.
  • Conducted regular maintenance checks to ensure optimal system performance.
  • Identified and resolved issues to maintain connectivity and minimize downtime.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Documented customer interactions and contact information into company database.
  • Utilized enterprise desktop management tools to remotely assist others and deploy software.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Collected, analyzed and reported on data for use in operational planning.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.

Operation Program Specialist

US Postal Service
Washington , DC
12.2017 - 05.2021
  • Developed and implemented program plans to ensure achievement of goals.
  • Facilitated meetings with stakeholders to discuss program objectives and strategies.
  • Provided technical support to staff members regarding the use of software programs related to the project.
  • Collaborated with other departments within organization on cross-functional projects.
  • Developed procedures and guidelines for monitoring performance indicators associated with the project.
  • Identified opportunities for improvements in existing processes or policies related to program operations.
  • Prepared presentations based on findings from evaluation studies conducted by external consultants.
  • Researched best practices used by other organizations in similar fields when developing new approaches to programming tasks.
  • Acted as a liaison between management and stakeholders regarding updates on progress made towards program goals.
  • Identified opportunities to improve or enhance program initiatives and operations.
  • Maintained comprehensive databases of participants, activities, and outcomes for reporting purposes.
  • Conducted regular program evaluations, identifying areas for improvement and implementing changes.
  • Analyzed data to assess program impact and to guide strategic planning.
  • Oversaw the development and distribution of program materials, ensuring quality and accuracy.
  • Maintained accurate records and documented client data in company databases.

Manager, Customer Service

US Post Office
Rockville, MD
11.2015 - 12.2017
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Implemented quality control measures to uphold company standards.

Education

Certificate - Foundation of Project Management

Coursera-Course 1 of 6 in The Google Project Mgmt, Online
10-2024
  • Apply your skills from previous work experience to project management roles.
  • Types of project management roles I could pursue after completing this certificate
  • How to search for those positions.

Technical or occupational certificate - Introduction American Law (Tort)

University of Pennsylvania Law, Philadelphia, PA, United States
05.2020

This online course gave me a glimpse into six different areas of American law: Tort Law, Contract Law, Property, Constitutional Law, Criminal Law, and Civil Procedure. I gained insight into the complexities and dilemmas that arise from the application of law in different settings, and what is distinctive about American approaches. In addition, this course equipped me with basic skills in American, Common and Constitutional law.

Some college (no degree) - Accounting

Norfolk State University, Norfolk, VA, United States
06.1990

Study of the fundamental principles and concepts of accounting used in the preparation of financial statements. Emphasis on service and merchandising companies.

Technical or occupational certificate - Contract Specialist

Defense Acquisition University, Fort Belvoir, VA, United States

Currently Enrolled: CON 124 Contract Execution Level I contracting courses. focuses on executing the acquisition planning through soliciting industry and awarding a contract. Gain knowledge necessary to execute an acquisition that optimizes customer mission performance. Learn the techniques and benefits of early industry involvement in shaping requirements. Learn basic procedures for acquisition of both commercial and noncommercial requirements, effectively conduct analysis of market data, and determine when a price is fair and reasonable. Learn how to conduct basic competitive acquisitions, process awards, and handle protests before and after contract award. Currently three classes away from meeting the requirements of certification for Contracting Specialist which is regulations set by (FAITAS) Federal A

Technical or occupational certificate - Financial Market

Yale University, New Haven, CT, United States

Basics of financial markets, insurance, and CAPM (Capital Asset Pricing Model). Learning Objectives Discuss the relevance of this course in everyday life and the importance of ethical judgments in finance. Understand the main sources of risk a security is subject to, and the main methods used to evaluate risk of an entire portfolio. Describe why an investment may be considered high risk, and the sources of the so called 'disaster risk.' List the key events in the history of insurance, and how insurance differs between the state and national level in the U.S. Identify the qualitative differences between the normal and fat tail distributions, and give examples of risk pooling, moral hazard and selection bias. Understand the principle of risk diversification. Explain the Capital Asset Pricing Model (CAPM), and the role of short-selling within the model. Recall how to compute optimal risk-return portfolios. Understand the concept of efficient frontier in portfolio management.

Technical or occupational certificate - American Contract Law ll

Yale University, New Haven, CT, United States

Know the statute of frauds and when it applies. Explain how the statute of frauds can be satisfied. Understand when a contract can be void for mistake. Differentiate between unilateral mistake and mutual mistake. Explain when a contract can be void due to fraud, nondisclosure, duress, and undue influence. Understand the circumstances under which a court may deny enforcement or reform a contract due to unconscionability. Articulate the situations in which a court may deny enforcement because a bargain was illegal or contrary to public policy.

Technical or occupational certificate - Financial Planning for Young Adults

University Of Illinois At Urbana Campaign, ChampIign, IL, United States
Give examples of situations when values and other inputs affect financial goals and decisions. Analyze your current financial picture using a personal balance sheet. Create a SMART financial goal.

Skills

  • Project development
  • Project tracking
  • Workforce training
  • Workflow planning
  • Data review
  • Project scope analysis
  • Multi-unit operations management
  • Staff training and motivation
  • Staff training and mentoring
  • Advanced problem solving
  • Cross-functional coordination
  • Project scope
  • Processes and procedures
  • Project development and lifecycle
  • Project planning and development
  • Project feedback data
  • Meeting facilitation

Affiliations

Maryland State Department, Commissioned, Notary Public

References

References available upon request.

Timeline

Delivery Support Specialist - US Post Office
05.2021 - Current
Operation Program Specialist - US Postal Service
12.2017 - 05.2021
Manager, Customer Service - US Post Office
11.2015 - 12.2017
Coursera-Course 1 of 6 in The Google Project Mgmt - Certificate, Foundation of Project Management
University of Pennsylvania Law - Technical or occupational certificate, Introduction American Law (Tort)
Norfolk State University - Some college (no degree), Accounting
Defense Acquisition University - Technical or occupational certificate, Contract Specialist
Yale University - Technical or occupational certificate, Financial Market
Yale University - Technical or occupational certificate, American Contract Law ll
University Of Illinois At Urbana Campaign - Technical or occupational certificate, Financial Planning for Young Adults
Shawn M Edwards