1. DONNA JEAN WHITE
317 Clover Brook Drive Locust Grove, GA 30248 Mobile (678) 316-4233 firstname.lastname@example.org
IGHLY SKILLED PROFESSIONAL BUSINESS PROJECT MANAGER known for abilities to manage priorities, resolving
issues, dedicated work ethics and strife to deliver a completed product and/or service. Know for my success with end
to end Project Management and analytical support throughout the lifecycle of projects. Advocate for strengthening business
relationships, out of the box thinking, and making a difference through my work with the company.
8+ years of Customer Service Call Center
Proficient in Microsoft PowerPoint, Word, & Excel,
Visio & Project
Negotiations & Collaboration Management Skills
Strong Knowledge of Project Management
Principals and Methodology
Strong Knowledge of Wireless Products and Data
Oracle, EDI & WMS System Technologies
Advance Project Planning, Documentation, & Execution
Retail and Inventory Systems Experience
Effective meeting facilitation skills
Effective Verbal & Written Communication Skills
SAPA EXTRUSIONS – Gainesville, GA
Commercial B&C Architectural Coordinator, 08/16 – Currently
Managing the full life cycle of aluminum extrusion manufacturing architectural projects for the B&C team.
Preparing quote packages for the DIE review team
Creates the overall project plan that outlines how the project will be executed
Defines the scope, objectives and timeline of the project by working with both internal teams as well as the commercial line
Responsible for presenting the bid packages to the customer including the estimated timeline
Hosts weekly project calls with assigned customer accounts to provide status updates, discuss risk concerns and review the
project trackers to maintain open dialogue and build business relationships
COX AUTOMOTIVE – Pyramid Consulting Group– Dunwoody, GA
Wireless Technical Support Analyst, 10/15 to 08/16
Contract assignment working through Pyramid Consulting Group to provides wireless device support to nationwide
internal business associates.
Manages inbound tickets assigned to my team’s queue through an application called - Service Now to provide
technical support and meet service level agreements.
Monitors, updates, creates, and resolves helpdesk tickets within the assigned service level agreements.
Troubleshoots, guides, supports and trains employees across various devices, such as cellphones, smartphone,
hotspot, and tablets.
Provides deskside service to executives and upper management.
Provision wireless voice and data service for supported devices.
Promptly submits orders and requests to wireless vendors and ensures order accuracy.
2. DONNA JEAN WHITE
PROFESSIONAL EXPERIENCE (CONTINUED)
Differentiate and determine if there is a need to activate new service, cancel existing service, identify preferred
carriers, change carriers or account liability, modify service type or equipment type while adhering to corporate
standards and security policies.
Generates, edits, and updates technical documentation, test plans, project plans, processes, and procedures.
Performs on-site analysis, diagnosis, and resolution for messaging and mobile issues.
Acquires VP/GM approval for replacements that are not under warranty or not eligible for an upgrade and
account modifications that financially impact the account.
AT&T MOBILITY, [Communications Retailer] – Atlanta, GA
Sales Program Execution Manager, 09/06 to 03/15
Data Specialist Analyst III, 11/04 to 9/06
10+ years of demonstrated Project Management relating to Logistics/ Product Fulfillment, Technical Product
Development, and EDI Onboarding in National Retail (NR) Sales Channel. Responsible in managing low to highly
complex projects using cross-functional teams to ensure that work has been executed through to completion.
Responsible for all phases of project management through technology solutions including project - analysis, design,
configuration, development, testing, and implementation. Tracked projects to keep on schedule and adjusted resource
allocations based on work prioritization using input from multiple managers collectively working together to provide
technical coordination of project teams. Secure business "buy-in" on all aspects of the project and support leadership
directives. Meet with business partners at all levels to gather business systems requirements. Highly skilled with
implementing improved processes, partnering with other client organizations, formulating project scope business
requirements and ensuring that ultimately goals were met and better customer experience were delivered. Prepared all
project artifacts to include: Process Maps, Business Requirements, Business Rules, User Flows charts, User Acceptance
Scenarios and Test cases, and any gap analysis needed to make processes flow within the business sector; works as the
project liaison between all Business stakeholders including senior management, IT partners, and National Retail
Clients. Executed the overall responsibilities in project management to include: scheduling, coordinating, assigning
resources, management of issues, risks, jeopardizes and escalations; ensuring project funding is secured, and
completing weekly project status reports for senior leadership.
Implemented major overhaul of the Handset Return program to include enhancements to data upload automations,
systematic returns rejection methodologies, enhanced reporting and tracking through multiple systems that benefited AT&T
with the ability to chargeback over 2M+ in the first year for ineligible returns. Also delivered the procedure to ensure all
valid returns are processed with an internal proof of purchase receipt which allowed NR channel a 60% increase in revenue on
returns from the manufacturers.
On-boarded 90% of the National Retail accounts to EDI/ERP transactions which propelled efficiency gains and significant
time- and cost-savings for the company.
Instituted the RECON process between DITREX/Oracle that resulted in timely reporting when Sales Orders errors in the
Responsible for creating the following business artifacts and deliverables:
>Process Maps > Business Requirements> Business Rules> User Flows> User Acceptance Scenarios/Test cases; Project
schedules, GANTT charts;
Worked closely with Operations, Configuration, Training & Support, IT Project Managers, EDI, Development and other
internal and external customers in support of WMS and other application implementations.
Worked with Operational, Customer and IT resources to gather requirements.
Analyzed requirements and determined the best, most logical and efficient approach for software design.
Created detailed functional specification documents for software development.
3. DONNA JEAN WHITE
PROFESSIONAL EXPERIENCE (CONTINUED)
Created detailed test plans for UAT and Regression level testing for software changes, application implementation testing
and integration testing as necessary.
Executed on test plans, recorded & communicated issues to Configuration, Development, Architecture, EDI and Project
Managers as necessary.
Provided first level support for issues related to applications, investigate and resolve issues directly for the facilities or
provide detailed information to second level support team when necessary.
Determined the root cause of defects to prevent recurrence of the issues and quality problems. The Systems Analyst uses
data collected from inspections and testing procedures to determine the cause of quality issues and provide solutions that are
Documented system changes as were released to production (Change Awareness). Supplied knowledge and/or training as
applicable to roll-out changes across applicable sites.
Provided after-hours first level support.
FOOTSTAR NETWORK SERVICES, [Major Athletic Footwear Retailer] Irving, TX
Technical Store Support Analyst II, 4/00 to 6/04
Provided excellent helpdesk support for more 2K Footaction Stores relating to desktop issues and POS transactions.
Recognized for being a strong teammate with the helpdesk by handling escalated concerns, vendor training programs and
assigned special projects.
Answered inbound helpdesk calls with the highest ratio of most tickets logged/resolved ratio; maintained the 2nd highest on
my team in overall metrics from 2000-2002
Demonstrated the ability to fill in at a moment’s notice, quickly mastering new systems, processes and workflows.
Provided after-hours on-call support to Footaction Stores on a rotation basis.
Retrieved sales files from stores through daily polling processes and generated sales reports for senior management.
Managed install projects where I coordinated the upgrade of store system during the roll out of Windows 7
GE CAPITAL CARD SERVICES [Credit Card Bank] – Atlanta, GA
Probate Account Manager, 5/97 to 9/99
Pursued Bachelor of Science in Accounting, attended 1990-1992
A+ Certification Operating Systems/Hardware Technologies, October 2003- CompTIA
PMP Certification (work in progress)
AWARDS AND RECOGNITION
*2008- President’s Circle of Excellence Award - “AT&T highest award of recognition”
Women of AT&T (WOA), 2011 – Currently
Software Applications Install / Support JDA POS (Point-of-Sale) Oracle 11i SQL EDI Systems Microsoft Office
Suite – MS Word, Excel, PowerPoint, Visio & Project Care /Telegence billing systems Networking (printers, SAP,
desktops & other peripheral equipment) Smartphone Data Support Sharepoint Warehouse Management Systems(WMS)