Rebecca Lucas
Woodruff,SC
Summary
I am an experienced IT professional with 8+ years as an Information Technology SME, 4+ years in project management and over 5 years of hands-on experience in data analysis, modeling, and forecasting. I have extensive knowledge of SDLC and agile project management processes. I have a proven track record in developing and implementing IT strategies, managing cross-functional teams, and analyzing system requirements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Technology SME
Loch Harbour Group
02.2023 - 02.2025
- Developed and implemented IT strategies and policies, enhancing organizational objectives and operational efficiency by 15%
- Analyzed system requirements and designed IT solutions, improving system performance and customer satisfaction rates by 20%
- One of two team leads that worked with the Department of Housing IT team to ensure IT project successful completion, and reduced project timelines by 19% through effective problem-solving and stakeholder collaboration
- Maintained and analyzed Department of Housing contracts to ensure compliance during WiFi upgrade and IPV6 conversion projects
Manager/Operation Support
Verizon
02.2021 - 01.2023
- Managed daily operations, including scheduling employees, inventory management of new equipment orders, system software upgrades and employee hiring with the goal of enhancing operational efficiency by 15%
- Developed and implemented strategies to improve workforce planning efficiency, reduced overhead and equipment costs, achieving a 20% increase in customer satisfaction rates
- Established and maintained cross-functional relationships with vendors, operations, and IT departments, reducing project timelines by 19%
- Lead project which resulted in the conversion from IEX (TotalView) workforce planning software to Verint workforce planning software on both the Wireless and Wireline divisions within Verizon
- Cross-trained existing employees to maximize team agility and performance.
Program Manager
Verizon
08.2019 - 02.2021
- Led projects from conception to implementation, enhancing operational efficiency by 15% and improving customer satisfaction rates by 20% through effective problem-solving and stakeholder collaboration
- Developed project plans, budgets, resources, and timelines, successfully reducing project timelines by 19% and ensuring timely project completion
- Skilled in leading cross-functional teams and managing client relationships, utilizing project management software and MS Office suite to streamline processes and achieve project goals
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
Senior Analyst
Verizon
06.2015 - 08.2019
- Developed and implemented models and forecasting techniques, improving system performance by 20% through advanced data analysis and visualization tools
- Analyzed large datasets and created automated reporting processes, reducing project timelines by 19% and enhancing data accuracy and integrity
- Maintained strong relationships with stakeholders, ensuring compliance with regulations and reporting requirements, and delivering clear and effective presentations
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Technical Support Supervisor
Verizon Wireless
11.2010 - 06.2015
- Led and managed a team of technical support professionals, improving system performance by 20% through effective troubleshooting and resolution of technical issues
- Developed and implemented customer service training and support protocols, enhancing customer satisfaction rates by 20% and reducing project timelines by 19%
- Utilized knowledge bases and ticketing systems to streamline processes, achieving a 15% increase in operational efficiency and ensuring compliance with best practices and quality standards
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
Education
Master - Business Administration
Strayer University
Greenville, SC05.2020
Operational Management -
Bellevue University
Greenville05.2016
Skills
- Training and mentoring
- Stakeholder management
- Organizational research and development
- Strategic thinking and planning
- Project and program planning, evaluation and restructuring
- Process improvement and analysis
- Data analysis and auditing
- Idea development and brainstorming
- Quantitative and Analytical thinking
- Disaster recovery planning and crisis management
- Cross-Functional Team collaboration and management
- Communication and Organizational leader
- Operational and Inventory management
- Customer relationship management
- Project management
- Business and Project workflow analysis and optimization
Certification
Six Sigma Yellow Belt, 6sigmastudy - 903983, 02/25
Project Management Agile Certified Practitioner, Verizon-8/22
Certified ScrumMaster (CSM), Verizon-10/22
Timeline
Information Technology SME
Loch Harbour Group
02.2023 - 02.2025
Manager/Operation Support
Verizon
02.2021 - 01.2023
Program Manager
Verizon
08.2019 - 02.2021
Senior Analyst
Verizon
06.2015 - 08.2019
Technical Support Supervisor
Verizon Wireless
11.2010 - 06.2015
Six Sigma Yellow Belt, 6sigmastudy - 903983, 02/25
Project Management Agile Certified Practitioner, Verizon-8/22
Certified ScrumMaster (CSM), Verizon-10/22
Master - Business Administration
Strayer University
Operational Management -
Bellevue University
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