Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sophia West

Aurora,CO

Summary

Ability to analyze and identify improvement opportunities: develop working relationships within and outside of the organization; excellent communication, decision making, and time management skills; and ability to successfully prioritize work load when faced with requests, demands and deadlines.

Overview

11
11
years of professional experience

Work History

Project Integrator

CACI
04.2023 - Current
  • Work with impacted Service Providers and all external organizations involved for end-to-end delivery of business services; is accomplished in timely manner.
  • Ensures all dependencies between groups are coordinated.
  • Create Ad Hoc tasks when required.
  • Assist team members with any roadblocks or difficulties.
  • Report overall delivery status and schedules to customers and to associated service providers.
  • Conduct analysis of projects for potential improvements to process.
  • Conduct technical exchange meetings.
  • Track project deliverables, milestones, and schedules for systems or software delivery programs.
  • Create/update/review documentation/deliverables/briefings.
  • Represent team in daily integration meetings.
  • Ensure that all open issues are up to date.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Service Transition Engineer

Leidos
05.2022 - 03.2023
  • Conduct analysis of transition planning, intelligence information requirements and developing architecture baselines. Duties may include providing research and assistance with implementation of community policies and guidance.
  • Coordination, facilitation, and verification of Tier 2 SW support and mission application Service Transitions including cloud infrastructure migrations.
  • Support Tier 2 Configuration Management, Change Management, and information assurance activities.
  • Ensure mission and baseline stability through-out service transition activities.
  • Provide training in Service Transition and project management to team members as required.
  • Ensures mission and baseline protection during service transition activities.
  • Support business process improvements or systems analysis for missions, systems, and fiscal requirements.
  • Work to achieve key project/program objectives and deliverables.
  • Manage large projects or processes with moderate impact on the achievement of sub-family results.
  • Develop solutions to complex technical issues and problems that impact multiple areas or disciplines.
  • Regularly employs ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives.
  • Communicates with internal team members across multiple areas and client team members.
  • Communicate with parties external to the organization(e.g. Sub-Contractors, Vendors, etc.) Works to influence Project/Team leaders regarding solution design, process and or approaches.
  • Develop process improvements to increase reliability and equipment performance.
  • Review technical documentation to complete equipment maintenance and repair.
  • Meet with customers onsite to better understand project needs, discuss potential technical issues and resolve concerns.

Project Manager

Comcast
11.2015 - 05.2022
  • Establishes and manages to critical dates required for on time completion of network activations; evaluates the impact of changes to the overall project plan.
  • Day to day deployment task management of internal, external and in-market cross functional teams ensuring successful completion of deployments within scope, schedule and budget.
  • Plans the agenda for and facilitates customer implementation calls.
  • May serve as a single point of contact for large customer initiatives or a team lead for non- standard special projects.
  • Identifies risks, issues, and gaps that could impact timelines, goals, and installation of services.
  • Facilitates required meetings; prioritizes cross- functional activities as related to the installations being managed, and develops communications, summary reports, and status for various audiences; provides accurate installation status information in the form of formal briefings, program/project coordination meetings.
  • May support one or more MES products, including associated SMB products during the installation of services.
  • May support order management, task management, and special project functions as required.
  • Supports multi location customers with multiple services at each location by managing the installation of the customer's services.
  • Working knowledge of Excel, Sales Force, Workbench, CSG, Single view, Century, Jira, Microsoft Project.
  • Established key issues in need of resolution and project performance metrics to set planning objectives.
  • Produced status reports for customers and senior management.
  • Made changes to project scope and cost and implemented most effective change management processes to keep project up-to- date.
  • Executed on-time, under-budget project management on complex issues for senior leadership and local/national departments.

Technical Assistance Representative

Tw Telecom
05.2013 - 11.2015
  • First point of contact for customers calling, emailing or chatting regarding network or
    service issues.
  • Performs tier one level trouble-shooting using network services testing tools.
  • Will utilize test results to evaluate the probability of the issue residing on Tw telecom's network versus the customer's LAN.
  • Educates customer on the meaning of the test results and refers the customer to the appropriate technical team based on the customer's need for Additional support.
  • Reset and unlock passwords using Active directory.
  • Submitted service tickets for equipment maintenance requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

CAE 3, Commercial Cust Serv Tech SPT T1

Comcast
06.2012 - 05.2013
  • Provide prompt resolution to customers via telephone and/ or e-mail to assist with variety of customer inquiries and issues.
  • Performs complex diagnostics troubleshooting to resolve voice, video, & data services issues.
  • Responsible for fulfilling client requests to make
    changes to their Comcast Business Class Services including voice, video and data services.
  • Partnered with customer service team to create regional strategy for new business development.

Education

High School Diploma -

George Washington High School
Denver, CO
05.2006

Skills

  • Testing and calibration
  • Project Management
  • Documentation
  • Technical Support
  • Systems Analysis
  • Configuration Management
  • Product Improvement
  • Telecommunications
  • Operational Support
  • Written and verbal communication
  • Root Cause Analysis
  • Integration
  • Agile Methodologies

Timeline

Project Integrator

CACI
04.2023 - Current

Service Transition Engineer

Leidos
05.2022 - 03.2023

Project Manager

Comcast
11.2015 - 05.2022

Technical Assistance Representative

Tw Telecom
05.2013 - 11.2015

CAE 3, Commercial Cust Serv Tech SPT T1

Comcast
06.2012 - 05.2013

High School Diploma -

George Washington High School

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Sophia West