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Behavior Management Specialist Resume Format in Word Free Download

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Maya Burgund
309 S. Sherman Street ● Englewood, Co 80001 ● 303-356-9876 ●maya.burgund@yahoo.com
Professional Summary
Experienced professional with over 13 years specializing in local and global Professional Services teamadministration and project management with P&L responsibility. Particular expertise in PMO oversight, organizational restructuring, contract negotiations, software deployment, call centers and tier 1 client management. Strengths include situational awareness, team orientation, strict work ethic, self-motivated, multitasking, detail oriented, technically proficient, conflict management and big picture interpersonal skills. 
Accomplishments
·            Streamlined & managed the domestic SOP and team advancement for system engineering teams resulting in the establishment of professional services teams in the U.S., United Kingdom and Europe.  [Apropos]             

·            Deployed enterprise contact center software into customer, sales and emergency management call centers integrating Apropos technology using CTI or VOIP with SAP, Remedy, Oracle, JDE, Tivoli, SalesForce.com and other CMS, ERP & CRM systems resulting in award winning contact centers by Call Center Magazine.  [Apropos]

·            Enriched the organization by establishing a Project Management Office to provide expert knowledge to clients and PMP training causing in an increased productivity with existing professional services staff.  [SKS]

·            Managed tier 1 clients and projects.  Clients included Microsoft, US Cellular, AOL, McDonald’s, Blue Cross Blue Shield, eBay, Nokia, FILENET, Shell Oil, Baker Hughes, JP Morgan, Bank of America, U.S. Dept of Energy, U.S. Navy Space Command (SPAWAR), U.S. Army, DOW JONES as well as Wall Street firms, oil companies, financial institutions, credit unions and foreign companies.  [Apropos, SKS, Consultant]

·            Consulted clients on call center IT/telecom system architecture, planning, preparation, deployment and project management over multiple sites foreign and domestic.  [Apropos]

·            Negotiated VAR agreements and other global outsourcing partnerships to accelerate business growth; growing quarterly profitability in 2007 by 31% and 18% in 2008 year to date growth.[SKS]

·            Redeveloped sales and professional services teams. This included hiring sales and technical consultants to hone employee skills, deploying SalesForce.com to increase sales and develop reporting tools to forecast projects and sales – net result was an increase in sales, customer satisfaction and quicker project completions.  [SKS]

·            Realigned the information technological direction by hiring IT staff, acquiring and deploying database management tools (SQL, Oracle & JDE) and managing the IT infrastructure upgrade into compliance and certified with HIPAA and ISO 17799.  These upgrades and certifications opened the door into the financial, healthcare and government market channels.  [SKS]

·            Quality Assurance testing for mid level and major software releases for function and compatibility using Gray-box and Black-box testing methodologies.   [Apropos – Telecom/Call Center Software & SKS – Customer Service web portal powered by SharePoint]

·            Fruitfully contributed in the first US / Liberia Trade Mission sponsored by the US State Dept. and Liberian Government in 2010 as a high-tech building supply company for rebuilding infrastructure post civil-war. [Falx Global]

·            Independent IT, Operations, Project Management, Audit and Event consulting.  Projects rangefrom 1 – 4 months.  Largest project was for Eli Lilly sales event expo for 2.5M. [Independent Consultant]

·            Successfully lead a minority owned data services company by increasing revenue and by fostering a progressive professional services culture.  [SKS]

·            Cultivated successful partnerships with local city government, Englewood School District and Chamber of Commerce resulting in trust to readily help at risk teens and allowing for growth at our hosted food bank starting with 25 families increasing to 300 families/950 individuals weekly.  [Englewood Assembly Church]
Professional Experience
              Englewood Assembly Church - Englewood, CO              Business Manager                           2009 – Present
Independent Consultant – Englewood, CO                            Consultant                                         2009 – 2012             
Falx Global – Englewood, CO / Liberia West Africa              Owner                                                       2008 – 2010             
SKS Data Services - Bolingbrook, IL                                          Chief Operating Officer              2005 – 2009                           
SKS Data Services - Bolingbrook, IL                                          Director of Operations              2004 – 2005
Apropos Technology - Oakbrook Terrace, IL                            Employee Executive                           2003 – 2004                           
                                                                                                                Team Chairman
Apropos Technology - Oakbrook Terrace, IL                            Senior Systems Engineer              1999 – 2004                           
                                                                                                                & Project Manager
Other Skills & Experience
QA testing, MS Office 2010 & Project, QuickBooks & Great Plains, Visio, SQL Server, Windows 2008 Server, Exchange 2010 & VMWare 3.0+; BMC Remedy, Apropos/Syntellect V6+, Switch Link, ABBY OCR, SPSS; Experience with Nortel, Avaya, Siemens, Ericson & Cisco telecom switches, point-to-point wireless, CTI, VOIP, CMS, ERP & CRM.  Incident Command System (ICS) 100, 200 & Emergency Response Training.

Education
2002 TELLECORDIA - LISLE, IL 99–02 GTS - SPRINGFIELD, MO 97–99 COD - GLEN ELLYN, IL             


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