Natalie Osborne | A Snapshot

Project Manager
Canvas Interactive
June 2004 - June 2005

Provide Project Management and Production work on a contract basis for this creative agency. Main task was to integrate a new Workflow Process for all interactive web projects (case study). Other Project Management duties include:

Identifying key deliverables, creating timelines and assigning responsibilities.
• Scheduling and leading project meetings, clearly communicating agenda and results of meetings to all participants.
• Managing project resources, including assets from client and internal documents. Communicating availability of resources clearly to all members of the team.
• Tracking and reporting on progress of project against project critical path. Identifying issues or actions required in order to insure on time, under budget delivery of projects.
• Clearly communicating to management issues that may affect scope, budget or timeliness of delivery for projects.
• Managing customer expectations regarding project status, timeline and budget.
• Setting and communicating priorities to project team. Resolving priority conflicts within projects as well as resource allocation conflicts across projects.

Owner, Web Developer
WonderBuild.com
January 2002 - Present

Provided web development and hosting to small and medium-sized businesses, through this joint partnership. Managed business related tasks; business development, contracts, billing, project management, hosting and sub-contractors. See wonderbuild.com for project samples.

Operations Manager
Invite Internet, Inc.
January 2001 - December 2001

Reported directly to the founder and president of this privately-owned Web Hosting Company located in Denver, Colorado. Ran the day-to-day operations of the company and supervised the Technical Support and Sales Departments. Overall responsibilities included:

• Facilitating human resources tasks, including; recruiting, training, performance evaluations and payroll.
• Consulting with the president on key business strategies and internal development projects.
• Creating project timelines and roll-out schedules for new products and services.
• Resolving escalated and delicate customer service issues, and working with development staff to resolve ongoing technical problems.
• Managed Server Migration Project.

Project Manager
HotelNet.com
July 2000 - December 2000

Worked as a project manager for this web portal company on a team with three other project managers. Assigned to work directly with the marketing and creative team, I was responsible for the following:

• Building, tracking, and publishing project schedules in Microsoft Project by coordinating with all functional groups for our Java and XML-based Web Portal product.
• Defining the project scope and acceptance criteria for Web Portal projects. Working with team members to prepare timelines, drive the completion of milestones and maintain impact and change request logs.
• Identifying and resolving issues related to late deliverables and resource conflicts.

Project Manager
KBToys.com - now eToys.com
March 2000 - July 2000

Managed a production staff that was responsible for the daily production of a nationally recognized e-commerce site.

Supervised HTML producers to insure proper use of code, accurate navigation, graphic quality, database integrity, and complete functionality of the shopping cart process.
• Scheduled and maintained site updates with spontaneous promotions and emergency change requests. Facilitated cross-functional meetings to ensure that the site reflected the marketing and merchandising needs of KBToys.
• Continually worked to improve communication and implemented a more efficient internal Quality Assurance process.

Trainer, Technical Support Leader
HostPro
March 1999 - March 2000

Telecommuted from a home office in Denver, communicating via email and phone on a daily basis with monthly trips to the Los Angeles office. Collaborated with the Development, Marketing, and Support Departments to accomplish multiple concurrent projects, including the following;

• Knowledgebase
• Customer and Reseller Control Panel
• Help and FAQ Content
• Technical Support Training Manual
• Researched, wrote, edited and implemented instructional and technical content for our internal staff and customers. Posted and maintained all documentation on Extranet and Customer Control Panels

Tech Support Lead - Call Center
HostPro
February 1999 - March 1999

Answered phones and emails to respond to technical issues regarding vitual-shared, co-located and dedicated server website hosting accounts. Gathered data and information from customer, troubleshooted issues and provided necessary directions to customer.