Nakoa has extensive experience in project management, IT consulting, full lifecycle recruiting and pre-employment administration. Nakoa is proficient in understanding the big picture, analyzing business needs with precision and converting requirements into results within a fast paced, dynamic environment.
Nov 2006 - Present
Cegedim Relationship Management
Duluth, GA and Chesapeake, VA
Service Delivery Manager/Senior Project Lead
Experience in large scale technology deployments and onsite roll-out planning including sourcing and interviewing out of state candidates as well as on-site management.
Act as a consultant to Clients throughout project initiatives i.e. selecting new hardware, liquidating hardware etc.
Delivery of projects which consistently meet requirements are on time and within budget.
Strong understanding and ability to implement project management methodologies.
Customize IT processes and procedures to accommodate individual Client needs.
Act as a liaison between IT technical resources internal departments and Clients.
Conduct meetings with internal and external teams to communicate upcoming initiatives.
Complete finance forecasting for upcoming Client projects and initiatives.
Provide pricing for prospective Clients and upcoming projects.
Review P&L statements on a monthly basis to confirm profitability of Client accounts.
Responsible for final billing review, remittance and reconciliation.
Manage Client contracts, work orders and addendums.
Coordinate changes and new hardware/software releases for the production environment.
Analyze service to look for potential issues and possible resolutions.
Monitor SLAs and daily production for 4 Clients simultaneously. SLA for 4 Clients in 2010 was 99.8%
Establish and maintain ISO documented procedures for department.
Manage staffing and volume impacts for Client team.
Capture and drive continuous improvement initiatives
Application transition project lead
Primary contact for knowledge management post application transition.
Project lead for all call center off shoring initiatives.
Coordinating with multiple teams in Bangalore, India to onboard, train and transition calls for 5 Pharma. Clients.
Social media campaign project lead for Customer Support Center
2005 – 2006
Lincoln College of Technology
Career Services Representative
Maintained an active lead generation system to ensure sufficient job opportunities for students and graduates.
Developed strong reputable relationships with employers and established a rapport with industry professionals submit qualified candidates for open positions.
Provided assistance through workshops, course instruction, and personal advisement for specified career exploration, decision-making, resume writing and job search skills to students and graduates.
2004 - 2005
San Diego, CA
Led the San Diego office through a period of leadership transition.
Increased total billable hours for San Diego office while negotiating top bill rates.
Matched highly qualified contractors with open positions compatible with their skills and administered behavioral and competency based interviews.
Managed 19 Contractors ensuring that they performed at the highest level possible for our Clients.
2003 - 2004
Miramar Youth and Teen Center
Maintained budget and current payment records for all students.
Provided efficient, excellent customer service.
2001 - 2002
Functional Analyst/Pre-Sales Engineer
Liaison between requirement and design efforts for various Clients.
Assessed Client’s business problem and recommended appropriate solutions.
Documented an IT solution and articulated business value to Clients.
Developed use case scenarios, general design documents and test conditions.
Executed Application, Implementation, integration, verification, system, and regression testing and served as production support for end-users.
IT Infrastructure Library (ITIL®) Foundation Certification v3.0
University of Maryland
College Park, MD
Information Systems Management coursework
Hampton University Hampton, VA
B.A., Psychology, Graduated *** Laude.
Programming and Computer Skills:
Computers: IBM PC-compatible, MAC platform, iPad/iPod/iPhone
Operating Systems: Windows 9x-2007, Vista, Win 7, Mac OS X Tiger/Snow Leopard, iOS5
Database Experience: SQL, Visual Basic, VBScript, Oracle Database, Clarify, BMC Remedy 7.6
Software: MS Office – SharePoint, Excel, Word, PowerPoint, Project, MS Visio, MS FrontPage, MS Access, iWeb, iLife, iWork, iChat
Social Media: LinkedIn, Facebook, Twitter, Hi5
Point of Sales/Accounting Software: RecTrac, Quickbooks
Human Resource Software: R5W Recruiting software, PeopleSoft, PeopleClick