Process and Knowledge Management
Austin, Texas Area
- Current
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- Marketing and Job Seeker Liaison Lead, Job Fair 2008 at Austin Chapter, Project Management Institute
- Learning Coordinator at ATMI
- Speaker/Workshop Facilitator at Self Employed
- Past
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- Job Seeker Liaison Lead at Austin Chapter, Project Management Institute
- Associate Recruiter at Manpower Professional
- Trainer at Launch Pad Job Club (Self-employed)
- Technical Writer at Unisys
- Technical Lead at Unisys
- Helpdesk Agent at Unisys
- Helpdesk Agent at Manpower Technical
- Staff Assistant II at Harvard Medical School
- Education
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- Simmons College
- Recommended
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15 people have recommended Jennifer - Connections
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212
connections
- Industry
- Information Technology and Services
- Websites
Jennifer Brown, PMP’s Summary
Results driven, highly organized. Adept at gap analysis and identifying solutions on varied paced projects, from high profile, business critical projects, to infrastructure improvement projects.
• Outstanding analytical skills; able to identify consequences and solutions
• Driven to find positive, creative solutions for improving systems, documentation, and knowledge
• Adept at developing training, process, and knowledgebase materials for diverse audiences
• Often identified as the “Go-To” person by peers, management, and clients for information, solutions, and fast-turnaround on critical documentation needs
Jennifer Brown, PMP’s Specialties:
PMP Certified
ITIL Foundations Certified
Unisys Six Sigma Lean Whitebelt
A+ Certified
Project Management
Business Process Development
Process Improvement
Knowledgebase Development
Gap Analysis
Curriculum Development
Training and Presentations
Jennifer Brown, PMP’s Experience
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Marketing and Job Seeker Liaison Lead, Job Fair 2008
Austin Chapter, Project Management Institute
(Non-Profit; 11-50 employees; Research industry)
May 2008 — Present (4 months)
Leading two teams at the request of the project manager (Marketing and Job Seeker Liaison teams). Developing two workshops, "Project Management Resumes" (8/6) and "Your Career Tool Kit" (8/20). Preparing budget, scheduling rooms, and writing marketing materials.
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Learning Coordinator
ATMI
(Public Company; 501-1000 employees; ATMI; Semiconductors industry)
November 2007 — Present (10 months)
Contract. Translated 33 Work Instructions into interactive learning modules using Lectora Authorware. Provided Subject Matter Experts (SMEs) detailed feedback on provided material to ensure compliance with ISO documentation standards. Created project plan, schedule of deliverables, style guide. Sub-project of a global Business Process Excellence initiative. Original project ended 6/20/08, but contract extended after successful completion of first project.
• Produced 2-4 courses per week using economized process to meet schedule restrictions
• Independently managed schedule with minimal senior management involvement
• Advised Training on Learning Management System needs and global SOP for training materials -
Speaker/Workshop Facilitator
Self Employed
(Professional Training & Coaching industry)
June 2007 — Present (1 year 3 months)
• (August 20, 2008. Topic: "LinkedIn as a Job Seeker's Tool" at Lee Hecht Harrison)
• (August 20, 2008. Topic: "Project Management Resumes" at Austin Chapter, PMI)
• August 6, 2008. Topic: Your Career Tool Kit: Integrating Web 2.0 with Classic Career Management Tools" at Austin Chapter, PMI.
• May 16, 2008 . Topic: "Blogs as a Job Seeker's Tool" at Launch Pad Job Club
• June 11, 2007. Topic: "Making the Most of LinkedIn" at Launch Pad Job Club
• April 17, 2007. Topic: "LinkedIn Tips and Tricks for Networking" at Right Management -
Job Seeker Liaison Lead
Austin Chapter, Project Management Institute
(Non-Profit; 501-1000 employees; Information Technology and Services industry)
July 2007 — October 2007 (4 months)
Developed strategy, documentation, process flows, and marketing for job seekers for inaugural event following the annual Professional Development Day event (October 4, 2007).
• Created the "Job Seeker's Tool Kit" article series to prepare job seekers (10 total).
• Created surveys for employers, job seekers and volunteers to leverage lessons learned -
Associate Recruiter
Manpower Professional
(Public Company; 5001-10,000 employees; MAN; Human Resources industry)
July 2007 — September 2007 (3 months)
Contract. Recruiter and Process Improvement Specialist. Sourced, Pre-screened, and On-boarded candidates for highly qualified technical, engineering and financial positions.
• Created shared “hub” drive to store common required documents and forms
• Revised forms and other documentation to improve accuracy and eliminate redundancy
• Created Orientation documentation to reduce on-boarding time for new staff -
Trainer
Launch Pad Job Club (Self-employed)
(Self-Employed; Myself Only; Professional Training & Coaching industry)
July 2007 — July 2007 (1 month)
Five Workshops scheduled for July 2007. Developed and ran workshops on LinkedIn After a successful talk on "Making the Most of LinkedIn" (Invited Speaker).
Developed presentations, unique take-ways and practical exercises designed to give the participants experience and understanding of LinkedIn as part of their career development.
7/01 - "Making the Most of LinkedIn"
7/11 - "Getting Started with LinkedIn"
7/11 - "Connecting with LinkedIn "
7/13 - "Job Searching and Research Using LinkedIn" -
Technical Writer
Unisys
(Public Company; 10,001 or more employees; UIS; Information Technology and Services industry)
November 2004 — December 2006 (2 years 2 months)
Built and maintained Helpfiles and technical Knowledgebases, supporting accounts with up to 60,000 seats. Developed materials used by varied roles and for presentation to various audiences.
• Rescued “Go-Live” date for two high-profile new accounts by rapidly building 500+ process Helpfile. Provided gap analysis for PMO to address disconnects.
• Alleviated sensitive new client’s concerns and improved confidence by demonstrating how helpdesk agents integrate Helpfiles and linear troubleshooting skills to properly handle calls.
• Significantly increased First Call Fix and Customer Satisfaction through revising a Client Specific Knowledgebase in six weeks.
• Quantified undocumented Technical Writer role expectations, resources and available tools
• Initiated and developed revision of knowledgebase standards to incorporate changes in tools and needs. Being adopted for global helpdesk knowledgebase standards for all MSCs. -
Technical Lead
Unisys
(Public Company; 10,001 or more employees; UIS; Information Technology and Services industry)
November 2000 — November 2004 (4 years 1 month)
Rapid-response resource for Helpdesk Agents on client specifics and helpdesk tools at an outsourced Service Center. Worked on multiple accounts, including new implementations, and problem accounts. Required initiative, tenacity, team-focus, and ability to anticipate problems and customer needs.
• Prevented client loss by dramatically improving team’s Average Speed of Answer metrics in one month, resulting in lowest rate among 40 clients over two quarters.
• Authored original documentation for Team Lead role
• Reduced learning curve and consistent training coverage for new agents by developing Account Orientation Guides. Adopted by other accounts. -
Helpdesk Agent
Unisys
(Public Company; 10,001 or more employees; UIS; Information Technology and Services industry)
July 1998 — November 2000 (2 years 5 months)
First level technical support, resolving issues over the phone or referring to the appropriate field team. Position required strong troubleshooting skills, superior customer service skills, and ability to document in detail technical issues while working with end users with varied computer experience. Trained new agents and developed training materials, and backed up Lead. Contract to permanent in 90 days.
• Significantly reduced learning curve on new account by identifying need for, developing, and administrating hands on training projects 10+ new-hires with limited computer experience.
• Continually selected for 1:1 Senior Shadow training for new agents due to outstanding documentation skills and Service Level Agreement compliance.
• Improved new-hire performance by updating and facilitating courses on “Customer Service” and “Phone Procedures” to include role playing with common scenarios and hands on use of tools. -
Helpdesk Agent
Manpower Technical
(Public Company; 5001-10,000 employees; Staffing and Recruiting industry)
April 1998 — July 1998 (4 months)
First position at Unisys began as a contract-to-permanent position with Manpower.
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Staff Assistant II
Harvard Medical School
(Educational Institution; 5001-10,000 employees; Higher Education industry)
August 1991 — August 1996 (5 years 1 month)
Diverse Administrative support for three professors and their lab staff in the Dept. of Biological Chemistry & Molecular Biology. Kept calendars, edited manuscripts, utilized and taught various PC and Macintosh applications. Utilized and taught various PC and Mac operating platforms.
• Prepared grant applications and ensured submitted completely and under deadline.
• Front-line helpdesk liaison for two floors per Helpdesk request to expedite assistance.
• Nominated to HMS Email Committee, collaborating with Lotus to identify email needs for school.
• Monitored online databases for publications on related studies to ensure professors kept current.
• Edited several dozen scientific manuscripts for submission to research journals.
• Self-taught PC and Macintosh applications as needed to assist professors and lab staff.
Additional Information
Jennifer Brown, PMP’s Websites:
Jennifer Brown, PMP’s Groups:
AWT Austin
eLearning Council
PMI, PMI Austin Chapter
Right Alum Austin
TXMPA, AFS, FAFF, FIND, Reel Women
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Austin High-Tech -
linked PMP (www.linkedpmp.com)... 7500+ members!!! -
Project Management Institute - Members Network -
Association for Women in Technology, Austin -
Austin Right Management Alumni Group
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Austin PMI Group
Jennifer Brown, PMP’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
