SUMMARY

• PMI Certified PMP/ACP, senior level professional with more than 15 years of “hands - on” experience with Information Technology; Managed Services, Service Desk Management, Customer Implementations, Infrastructure, People & Project Management. A proven record of success with difficult situations, positively managing and motivating employees.

PROFESSIONAL EXPERIENCE

Confidential, Duluth, GA

Operations Service Center Manager & Project Manager

Responsibilities:

• Management of a 24/7 MSP providing support for Networking, Datacenter/Storage, and Infrastructure support.
• Delivery Assurance via monthly client review meetings with customers, and distribution of monthly client scorecards featuring appropriate KPIs. Responsible for implementation of patching and security updates for Infrastructure and Network devices for all clients.
• Change and Patch Management for assigned clients. Management of security updates for Routers, Switches and Firewalls for assigned clients.
• Creation and delivery of customer presentations, including monthly scorecards with KPI’s.
• Primary client liaison. Maintaining a customer and internal escalation path for assigned clients.
• Asset Management for clients and internally, including asset tracking, and end of life/end of support, for hardware and operating systems.
• Project Management for ISO 27001 certification (including security objectives, requirements, and scope), and client onboardings.

Confidential, Alpharetta, GA

IT Infrastructure Portfolio Project Manager

Responsibilities:

• Senior Project Manager, using PMI practices and a Phase-gate methodology approach to deliver complex enterprise projects, using SharePoint, MS Project, and Clarity.
• Management and participate in delivery teams that consists of a multi geographical and diverse mix of Infrastructure/Network Engineering, Business Units, Financial Institutions, and Professional Services to deliver infrastructure solutions.
• Development and drafting of project requirements and scope documents for engineering, development, quality assurance, and operations.
• Facilitation of team meetings with design, development, quality assurance, Confidential and client support groups to route and resolve issues, identify, and mitigate risks, and to create, maintain and follow a project schedule for successful delivery.
• Managed and set project expectations, developed, and nurtured business relationships, and provided project health and statuses to a diverse range of senior leadership and business units.

Confidential, Atlanta, GA

IT Infrastructure Portfolio Project Manager

Responsibilities:

• Ensured that approved technical arrangements were properly implemented. Managing client onboarding including developing implementation/coordination plans and customer documentation.
• Managed Change and Patch Management for assigned clients. Managed implementation of security updates for Routers, Switches and Firewalls for assigned clients. Managed Active Directory, Salesforce, and Autotask databases.
• Created and delivered customer presentations, including monthly scorecards.
• Acted as the primary client liaison. Maintained a customer and internal escalation path for assigned clients.
• Implementation and management of a 24/7 MSP providing worldwide support for Networking/Voice, Datacenter/Storage, and Infrastructure (Active Directory/Exchange/Skype for Business) support. Implementation of Office 365 and Skype for Business.
• Setup and configuration of Nimsoft Service Desk (initially), then Autotask Professional Services application for supporting Service Requests, Incident, CMDB and Change Management with Service Level Targets and auto-ticket generation from Incident monitoring. Implementation of client specific knowledgebases, service catalogs and client portals. Management of Salesforce user accounts.
• Delivery Assurance via monthly client review meetings with customers, and distribution of monthly client scorecards featuring appropriate KPIs. Responsible for implementation of patching and security updates for Infrastructure and Network devices for all clients.
• Documentation and implementation of processes and procedures necessary to successfully achieve SSAE 16 compliance & MSP Cloud certification including Physical and Logical security audits

Confidential, Marietta, GA

PMO Project Manager

Responsibilities:

• Contracted project management for an Active Directory & Exchange 2010 migration of 6000 users (Republic National Distributing Company) with a $1,300,000+ budget utilizing Quest tools. WBS creation; project scheduling via MS Project.
• Verbal and written communications (all levels of employees: C-level through warehouse staff), Risk Management, Scheduling, Quality Assurance and Continuous improvement planning with Project Team, Project Owners, Management and end-users in a matrix virtual organization with geographically dispersed customer IT staff, and iVision employees.
• Successful Project Closure with high Project Owner, and customer satisfaction; on-schedule, under-budget, while maintaining high quality utilizing Waterfall methodology with appropriate Agile/Scrum tools and artifacts. Resulted in additional on-going support opportunities.