mindy fox

technical analyst and project manager

About

Everything starts and ends with Communication. That is why I believe proper communication and documentation leads to getting tasks and projects completed right the first time. I don't shy away from difficult tasks that are daunting to others. I take pride in managing and negotiating with my external vendors in a way that gets results without escalation. I also excel at fixing things, anything from electric pencil sharpeners to projects that have gone off course. I love the LEAN Six Sigma ideaologies for greater efficiency and put them to use in my professional and personal life. I also love to learn. In my career, I make it a point to keep learning new things about different aspects of Telecommunications and Project Management. In my personal life, my family and college courses (Completing a BS in Electrical Engineering) take up most of my time.

Country

united states

City

spring

Industry

information technology and services

Skill

project management, telecommunications, logistics, operations management, customer service, lotus notes, customer experience, software documentation, technical support, voip, team leadership, troubleshooting, great communications skills, cisco technologies, vpn, contract negotiation, blackberry enterprise server, contact centers, sap, nortel, third party vendor management, cabling, avaya, lan wan, escalation, call accounting, call center administration, hubs/switches/routers, phone system administration, contract management, at&t business direct, verizon enterprise center, dameware, outlook, wireshark, bomgar, dhcp, dns/wins, active directory, track it, hp openview, totalview, adp e time, wireless access points, wireless security switches, nat, firewalls, pots/pri/t1, nice call recording

Experience

senior technical support analyst

tnt

2004-4 - 2007-12 · 3 yrs 9 mos

* Responsibilities: * Managed external customer projects, setups, support, and maintenance by phone and on-site visits * Managed all facets of financial and technical support for the Service Desk fielding internal user and external customer Requests and Incidents * Managed internal Customer Service Contact Center PBX, Call Routing, CallPilot, and Symposium - Achievements: * Insourced management of Customer Service call center technology saving $100K annual budget

senior technical support specialist

affiliated communications

2007-12 - 2009-6 · 1 yr 7 mos

* Responsibilities: * Managed customer implementation projects in medical, transportation, oil/gas and other industries as a Nortel Elite Partner dealing in installation, configuration, and upgrade of PBX, Contact Center, Data, VPN, VoIP, and Applications * Participated in pre-sales solutioning and customer engagements * Project Budgets ranged from $10K to $500K and < 10 FTE - Achievements: * Exceptional client engagement skills led to several at-risk sales opportunities being signed successfully

it specialist

esx engineering

2000-11 - 2001-4 · 6 mos

telecommunications analyst

tnt

2009-6 - 2014-5 · 5 yrs

* Responsibilities: * Managed Voice/Telephony design, implementation, support (MACD), reporting, auditing, budgeting and project management for 19 North American Locations from Houston, TX office * Operational Budget $2M per annum and Project Budgets range from $10K to $500K and < 10 FTE * Worked with stakeholders and executive teams throughout project life cycle, providing analysis and reports, advising options, ensuring visibility, maintaining communication, managing changes and taking ownership of problems to a quick resolution * Built and maintained partnerships and contracts with 3rd party vendors * Managed the North American Service Desk Operations for Incident and Request using ServiceNow * Conducted training for the company IT department and end-users as needed - Achievements: * Insourced management of 70% of Voice Operations saving 20% annual spend * Designed and executed the Telecom Audit Project achieving 21.3% reduction in annual spend * Strengthened the Service Desk IT Knowledge Management increasing first call resolution by 7%

technical and applications trainer

new horizons computer learning centers

2001-7 - 2001-12 · 6 mos

* Responsibilities: * Planned, coordinated and conducted the training of Windows 2000 Microsoft Official Curriculum * Trained MCSE and MOUSE courses in-center or at client sites * Setup the instructor and delegate computers for each specific course * Answered technical inquiries from previous students pertaining to the courses they attended - Achievements: * Achieved 92% Customer Satisfaction rating on all delivered courses

instructor and center administrator

texas a&m engineering extension service

2002-6 - 2003-12 · 1 yr 7 mos

* Responsibilities: * Developed, coordinated, and conducted the training of multiple Microsoft technologies * Trained Texas Workforce Commission students in career development and customer service skills * Maintained a working classroom environment conducive to learning * Administered internal and classroom hardware, software, network, and print devices * Made and ran CAT5 cabling * Responsible for Asset Management and Documentation of all computer related issues - Achievements: * Achieved 95% success rate of student employment within 6 months of course completion

technical analyst and project manager

shell

2014-5 - Present · 12 yrs 5 mos

Shell is a global group of energy and petrochemicals companies. It consists of the businesses of Upstream, Integrated Gas, Downstream, and Projects & Technology. With approximately 90,000 employees in more than 70 countries and territories, Shell is helping to meet the world's growing demand for energy in economically, environmentally and socially responsible ways.Join the conversation on Facebook.com/ShellFollow us on Twitter.com/ShellLearn more about us on YouTube.com/Shell