1. Melinda Kwiatkowski
246 S. Point Drive, Avon Lake, OH 44012 | (440) 308-8439
LinkedIn.com/in/MelindaKwiatkowski │ mindy.kwiatkowski@yahoo.com
Project Manager
Project Planning | Technical Integration | Customer Support
Award winning corporate manager with expertise in all facets of project management, leadership and quality
assurance within growing corporations. Skilled in collaborating with all members of the organization to
establish and exceed project goals. Instrumental in streamlining and improving processes, enhancing
productivity, and implementing technology solutions. Strong command of product development, system
migrations, onboarding, project planning, and quality assurance. Technical proficiency in SQL, MSSQL, TCP/IP,
IIS, FTP, Java, WLAN, LAN and networking.
• Product Development
• Customer Service
• Technical Support
• Quality Assurance
• DatabaseManagement
• System Migration
• Problem Resolution
• Employee Training
• Operations Strategy
• Windows Server Configuration
• Compliance & Quality
Standards
• Team Management
PROFESSIO NAL EXPERIENC E
ScottCare Cardiovascular Solutions, Cleveland, OH
Project Manager – Diagnostic Cardiology Division, 2010 – Present
• Contribute to all stages of diagnostic cardiology product software and hardware solutions as a
proficient project manager.
• Support database management, solution customization, and electronic medical records integration
during various initiatives.
• Create operational strategyto manageand monitor resources for appropriate allocation.
• Develop installation protocols that led to a 55% decrease in implementation time.
• Earned the company award for outstanding performance in 2013.
• Reduce payment collection time by 61 days over the course of 6 months as a result of streamlined
solutions schedules.
• Delegate tasks among multiple technical teams to complete projects according to project deadlines
and quality standards.
• Enhance customer reporting capabilities enabling more effective response time and accurate
resolutions.
• Present various agreements including business associate, HIPAA, and service level agreements.
Team Lead – Diagnostic Cardiology Division, 2008 – 2010
• Directed daily tasks among technical support teams to support software.
• Enhanced call center capabilities and supported cross functional teams.
• Provided 24/7 remote technical support on 9 software applications as a team lead.
• Onboarded and trained experienced employees as technical support representatives within a call
center.
• Introduced call center procedures, which resulted in improved call durations, calls per shift,
resolution time, and customer satisfaction ratings.

2. • Installed and supported variations of FTP, SQL databases, and proprietary databases across multiple
operating systems and network configurations.
Technical Support Analyst – Diagnostic Cardiology and Cardiac Rehabilitation Divisions, 2007 – 2008
• Demonstrated strong interpersonal skills during customer interactions and displayed strong business
acumen.
• Oversaw technical support for over 3000 active clients on a daily basis.
• Improved technical support responses by 35% in comparison to team averages during both inbound
and outbound calls.
• Accomplished a #1 ranking as a technical support analyst for 15 out of 20 months.
• Implemented troubleshooting protocols and installation guides to support organizational goals.
• Interactedwith corporate leaders as a team lead for the FDA customer complaint review committee.
• Facilitated customer training webinars covering clinical, technical and software applications.
• Coordinated with IT personnel to connect and integratesystems, while maintaining HIPAA
compliance.
AJ Rose Manufacturing, Avon, OH
Quality Assurance Manager, 1993 – 2007
• Advocated for high quality products and efficient operations as an Assistant Quality Assurance
Manager.
• Communicated with clients and offered resolutions as a primary point of contact for customer
quality.
• Evaluated quality assurance risks and developed resource planning according to Six Sigma and Lead
Manufacturing concepts.
• Received a promotion to Lead Manager within 2 years as a result of successful performance.
• Reduced cradle to grave risk for product life cycle by developing customized business plans and
introducing new practices.
• Monitored supply chain to drive continuous improvement for a portfolio of over 100 suppliers.
• Defined company procedures and processes to ensure high standards in product delivery and
customer satisfaction.
• Maintained working knowledge of industry quality standards regarding ISO9001, AS9100, and
AS9102.
• Connected with multiple departments including manufacturing, operations, engineering, and
reliability teams to improve operations.
EDUCATION & CREDENTIAL S
Associates of Applied Science, Lorain County Community College, Elyria, OH
Paralegal Degree, Academy of Court Reporting, Cleveland, OH