Project Manager Resume Oâ€™Fallon, MO - Hire IT People

SUMMARY:

Highly versatile worker with substantial customer service experience. Reliable, hardworking employee equally comfortable working individually and as a member of a team. Seeking professional opportunity in the field of Information Technology that will allow superior work ethic and dedication to contribute to organizational success while encouraging continued learning.

TECHNICAL SKILLS:

Operating Systems: Windows (XP, Vista, 7& 8), LINUX, Windows Server 2008 Active Directory, Microsoft Office

Networking: TCP/IP, DHCP, DNS, Lab exposures to CISCO Switches, Routers, OSPF, RIP, & EIGRP

PROFESSIONAL EXPERIENCE:

Confidential, O’Fallon, MO

Project Manager

Responsibilities:

Acts as the single point of contact and provides highly skilled customer care support for multiple client accounts that are revenue based.
Supervise implementation activities, ensuring that project plans and schedules are established and maintained.
Actively manages the research and resolution in all elements of client orders including problem management of client troubles and issues in the areas of order entry, order validation, service activation, test and turn - up, customer access group, technical customer account management, disconnects and billing activities.
Develop and maintain all required project documentation.
Liaison to the business client, communicating order status to clients via conference call, emails and phone calls.
Addresses client requests, complaints and issues regarding their service order and delivery in a timely manner.
Assists with escalations pertaining to a new client install or disconnect.
Providing clients order status and/or related issues and drives timely resolution on behalf of the client.

Confidential, Bridgeton, MO

Internet/Phone Repair Analyst

Responsibilities:

Under limited supervision, perform highly complex troubleshooting and resolution of internet and telephone customer care issues reported for customers and for internal IP network using systems such as (CSR, CTAP, DRUM, etc.)
Perform highly complex troubleshooting of internet and telephone customer care issues (e.g. provisioning issues, switch related issues, and network related issues)
Mentor agents, motivate advisors, perform advanced decision making while displaying positive and cooperative behavior.
Lead team meetings on weekly basis as mentor.
Document and Coach Mentoring Team with stats, trends, agent productivity and behaviors on weekly basis.
Initiate and implement appropriate changes within the telephone switch, as necessary
Assist in DOI Project to help converge MTAs and activate Ethernet ports. Also including but not limited to provisioning MTAs in SIGMA.
System used on a daily basis are SIGMA, CSG, CSR ADMIN, DRUM,LIBD/CNAM, ALL IN ONE VOIP, SOA, SAFARI, WAM, KMS, IRIS,GTA, CTAP, PSP, METASWITCH, GATEWAY, and DEVICE MANAGER.
Very fluent in using Avaya hard phone and softphone.
Up sell products and services, including all three lines of business; Telephone, HSI, and Cable.
Ability to successfully multi-task and effectively set priorities while operating under pressure.

Confidential, St. Louis, M

Tier III Technical Support Specialist

Responsibilities:

Responsible for configuration of computer networks to school networks for student use
Responsible for switching desktop computer to laptop computers for student use
Updating all classroom laptops with the latest software protocols and hardware

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Project Manager Resume

O Fallon, MO

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