Rebecca Lucas

RL Rebecca Lucas 612 WOFFORD RD, Woodruff, SC, United States, 29388- LinkedIn: www.linkedin.com/in/rebeccalucas29 IT/Operations Management Managed and supervised a team of IT professionals in the day to day operations of the IT department Demonstrated expertise in developing and implementing IT operations management projects Managed all aspects of IT operations including network administration, software implementation, hardware installation, system maintenance, and system monitoring Utilized problemsolving and analytical skills to resolve technical issues and optimize IT systems Developed and maintained clear and efficient communication systems between the IT department and other departments Implemented improvements to increase system security and reliability Established and maintained relationships with external vendors and service providers Professional Experience Information Technology SME Loch Harbour Group, Alexandria, Virginia, United States | February 2023 - Present Ability to develop and implement IT strategies and policies to meet organizational objectives Proficient in coding, testing, and debugging applications Utilizing 8+ years of experience as an Information Technology Subject Matter Expert (SME) Expertise in developing and implementing complex IT systems and solutions Proven ability to analyze system requirements and design IT solutions to meet customer needs Extensive knowledge of software development lifecycle (SDLC) and project management processes Experienced in overseeing IT teams to ensure timely and successful project completion Excellent problemsolving and communication skills Experienced in working with stakeholders to identify and resolve system issues Manager/Operation Support Verizon, Greenville, South Carolina, United States | February 2021 - January 2023 Managed daily operations of a largescale workforce management organization, including scheduling, inventory management, and customer service Developed and implemented strategies to improve operational efficiency and reduce costs Established and maintained relationships with outside vendors to ensure timely delivery of products and services Resolved customer complaints and addressed customer needs in a timely and professional manner Coordinated and monitored activities of subordinates to ensure compliance with company policies and procedures Trained and supervised staff to ensure proper performance of job duties Prepared and maintained reports, records, and other documents related to store operations Developed and implemented strategies for improved customer satisfaction Program Manager Verizon, Greenville, South Carolina, United States | August 2019 - February 2021 4+ years of experience managing projects and programs in the software development industry Proven track record of leading projects from conception to implementation Experienced in developing project plans, budgets, resources, and timelines Skilled in leading crossfunctional teams and managing client relationships Excellent organizational, communication, and problemsolving skills Proficient in project management software and MS Office suite Knowledge of quality assurance principles and best practices Ability to handle multiple tasks and prioritize workloads Senior Analyst Verizon, Greenville, South Carolina, United States | June 2015 - August 2019 5 years of handson experience in data analysis, financial modeling and forecasting Proven track record in developing and implementing complex financial models and forecasting techniques Expertise in analyzing large datasets and extracting valuable insights Experienced in creating automated financial reporting processes Ability to develop and maintain relationships with stakeholders to ensure data accuracy and integrity Extensive knowledge of financial regulations and reporting requirements Excellent communication and presentation skills to communicate complex financial information in an understandable manner Technical Support Supervisor Verizon Wireless, Greenville, South Carolina, United States | November 2010 - June 2015 8+ years of experience in technical support roles, including 3+ years of experience as a Technical Support Supervisor Demonstrated ability to lead and manage a team of technical support professionals Proven track record of providing customer service excellence and resolving customer inquiries in a timely and efficient manner Skilled in developing and implementing customer service training and support protocols Proficient in troubleshooting and resolving technical issues for both hardware and software Experienced in utilizing knowledge bases and ticketing systems to track customer issues Knowledgeable in customer service best practices and standards of quality Excellent communication and organizational skills Education Master of Business Administration Strayer University , Greenville, SC | August 2016 - May 2020 Bachelor’s Degree in Operational Management Bellevue University, Greenville, SC | August 2014 - May 2016 Associate’s Degree in Criminal Science University of Phoenix, Fairfield, CA | August 2002 - May 2006 Key Skills Quality Assurance Customer Relationship Management Training & Development Call Center Operational Management Data Analysis Workforce Management Agile Budget Management Strategic Planning Project Management