Hello, I’m Tyler

Website Project Manager
PMP certified detailed-oriented team player with strong communication & organizational skills. Possess a creative mindset; eagerness to always grow, learn, & develop with new technologies & trends. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dependable candidate successful at managing multiple priorities with a positive attitude while working & building customer relationships from project discovery to project launch.

SKILLS & EXPERIENCE:

PROJECT MANAGEMENT
CUSTOMER SUCCESS
ZENDESK CRM, ZENDESK MANAGEMENT
JIRA, CONFLUENCE & AXOSOFT
DBEAVER (SQL)
SALESFORCE & DJANGO
MONDAY.COM
MAC OS, MICROSOFT, & G SUITE
SLACK & ZOOM
PROBLEM SOLVING & TEAM LEADERSHIP
PROJECT PLANNING & COORDINATION
ORGANIZATION & TIME MANAGEMENT
ATTENTION TO DETAIL & RELATIONSHIP BUILDING
TRAINING & MENTORING
EXCELLENT VERBAL & WRITTEN COMMUNICATION

WEB DESIGN:

WORDPRESS CRM
WORDPRESS THEME CUSTOMIZATION
WORDPRESS MANAGEMENT
WEBSITE MAINTENANCE
WEBSITE HOSTING
GRAVITY FORMS & HUBSPOT
CANVA
10WEB.IO
AWS LIGHTSAIL
MAKE.COM AUTOMATION

WEB DEVELOPMENT:

HTML5 for Every Day Programmers (Completed via Codemy)
PYTHON FOR BEGINNERS (Completed via LinkedIn)
BASIC GOOGLE Ads (In-Process via LinkedIn)
SEO TUTORIAL FOR BEGINNERS (Completed via Linkedin)

PROJECT FREELANCE EXPERIENCE

Website Project Manager, Owner @ Fox Concepts/ 2015 to Present

  • Successfully executes multiple projects from initial concept to website launch for diverse businesses and individuals, effectively achieving core objectives.
  • Conducts interviews with key stakeholders to formulate high-level requirements. Formulates project management plans and statements of work, encompassing risks, assumptions, scope, and costs, utilizing both on-site interviews and data analysis tools.
  • Provides valuable website recommendations to stakeholders, enabling them to optimize goal attainment.
  • Manages stakeholder engagement by maintaining clear and effective communication regarding project status.
  • Conducts comprehensive quality testing on all existing and ongoing functionalities before release, obtaining customer approval for launch via WordPress.
  • Proficiently employs a range of software applications, including Photoshop, MailChimp, Canva, Figma, and various social media tools.

Website Project Manager, Owner @ Fox Concepts/ 2015 to Present

  • Orchestrated and oversaw digital website initiatives from the initial customer kickoffs to the final launch.
  • Collaborated closely with customer stakeholders to ascertain requirements, functionalities, and overarching objectives for each web and development project.
  • Efficiently managed resources using Monday.com, including task assignments, follow-ups, and a dedicated effort to adhere to project timelines and budgets.
  • Furnished weekly status reports to customer stakeholders, offering comprehensive insights into ongoing project advancements, encompassing timelines, budgets, and actionable tasks.
  • Directed weekly status calls with clients, facilitating discussions on design progress and pertinent updates.

Resume

Operations Support Manager @ Urbint / Jan 2022 to Present

  • Responsible for overseeing, preserving, and overseeing all inquiries, concerns, and problems from clients, ensuring adherence to SLA policies.
  • Evaluates and prioritizes client support demands to identify solutions, concurrently documenting critical discoveries for Product, Engineering, and QA units.
  • Takes charge of urgent (P0) support requests spanning organizational teams, simultaneously facilitating customer interactions and assuming the role of Incident Manager.
  • Collaborates with colleagues and other invested parties to capitalize on optimal practices, while recording and upholding compliance with all procedural documentation.
  • Engages with both customers and developers to diagnose issues and implement configuration prerequisites and remedies.
    Interacts with a customer base exceeding 20 individuals, providing troubleshooting assistance for issues and addressing inquiries related to software.
  • Utilizes Zendesk and Jira platforms to log, manage, and update support issues, features, and design requests.
    Sustains a comprehensive understanding of company offerings, enabling recommendations of suitable items aligned with customer requirements.

Senior Project Manager @ Exelon / Mar 2021 Jan 2022

  • Maintained strict budgetary control on projects ranging from $2 to $5,000,000
    and working with project teams to track costs and control expenditures without sacrificing quality.
  • Maintained schedules to meet key milestones at every project phase.
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Managed schedules to meet key milestones at every project phase.
  • Worked with third-party vendors through SOW development, negotiation, & implementation.
  • Communicated project plans and progress to key stakeholders, including project contributors, business, operational and technical resources.
  • Produced monthly status reports, financial forecasts, and variance reports, updating customers and senior leaders on progress and roadblocks.
  • Lead process improvement and problem-solving efforts while reducing risk to
    project scope, schedule, and budget.
  • Partnered with project team members to identify and quickly address problems.
    Communicated project plans and progress to key stakeholders and project
    contributors.
  • Developed and maintained project budgets to control costs and meet
    organizational and project goals.

Implementation & Customer Success Manager @ Urbint / Jan 2019 to Mar 2021

  • Managed over 25 customers while supervising customer support initiatives postproduction rollout with a dedicated focus on ensuring success of each project.
  • Implemented enterprise SAAS products while meeting project timelines.
  • Documented processes to streamline setup, customization and maintenance.
  • Managed and monitored custom support requests and inquiries through email, phone, & through internal channels.
  • Lead and trained new customer onboarding via Slack, Zoom, & WebEx.
  • Prioritized customer issues and coordinated with management, development, and QA to properly manage each support project.
  • Held kickoff, design and status meetings to maintain client engagement and awareness.
  • Collaborated extensively with engineers, product, sales, and management to develop the client application in accordance with the agreed-upon design.
  • Trained Subject Matter Experts and Field teams on application and best
    practices.
  • Identified and monitored key success criteria and client’s yearly goals.
  • Served as primary advocate on customer’s behalf while responding to customer inquiries, feature requests and issues.
  • Built relationships to secure contract renewals and client engagement.
  • Managed multiple clients through project lifecycle, Implementation to Customer Success simultaneously.
  • Created and upheld Standard Operating Procedure (SOP) documents.

Support Manager @ Opvantek / Dec 2017 to Jan 2019

  • Ensured consistent adherence to application standards across Opvantek’s diverse software applications.
  • Orchestrated all support-related activities to guarantee the delivery of exceptional customer satisfaction.
  • Offered coaching and guidance to customers through application and support training via phone, email, and video conferencing.
  • Tackled customer service challenges and assumed the role of Incident Commander for escalated urgent application issues.
  • Effectively communicated priorities, overseeing the completion of daily tasks and conducting quality testing before feature and bug releases.
  • Managed customer escalations in line with Opvantek’s escalation policies.
  • Provided expert technical support to customers, proficiently troubleshooting technical issues and offering viable solutions.
  • Cultivated and maintained customer relationships, contributing to an enhanced level of customer satisfaction.
  • Formulated, prepared, and delivered comprehensive reports to various departments.

Onboarding Implementation & Customer Specialist @ InfoMC / Jan 2016 to Dec 2017

  • Conducted and organized on-site training for project planning implementation onto company‚Äôs web based application.
  • Delivered excellent customer service by responding, triaging, & managing over 20 customer daily requests.
  • Managed relationships with new clients, advisors, and directors.
  • Provided timely and accurate updates through daily standup meetings.
  • Effectively managed multiple tasks and responsibilities while meeting tight deadlines.
  • Applied critical thinking and problem-solving skills.

Business Analyst @ STI Computers / 2015 to 2016

  • Analyzed key customer requirements.
  • Developed high quality test plans utilizing key user stories gathered by key stakeholders.
  • Coordinated and designed web-based training with Skype for Business and WebEx with new firm enhancements, features, and bug fixes to Stakeholders and Subject Matter Experts.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Surveyed clients to ascertain requirements and expectations for product.

Certifications

PMP Certification @ Project Management Institute / July 2017 to Present

Education

Masters of Science @ Drexel University / GPA: 3.86, Jan 2019 to June 2015

Bachelor of Science @ West Chester University / GPA: 3.67, Aug 2003 to May 2007

Tyler Fox

Please reach out regarding any project management, customer success, web design, and web project management opportunities, as I am actively seeking full-time work in these fields. You can contact me anytime.

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