Project Manager Resume

SUMMARY OF EXPERIENCE

Change driven ITIL v3 & HDI (Help Desk Institute) certified support center leader with 10+ years experience in developing high performance teams executing business objectives in alignment with organizations’ vision to drive customer/employee satisfaction, service levels targets, process improvements, cost containment & profitability.

CORE COMPETENCIES

Leading People
Timely Execution of Processes
Project and Program Management
Quality Assurance
P&L/Budgeting/Cost Management
Technology Planning & Implementation
Metrics & Data Forecasting Analysis
Process Improvements & Workflow Analysis
Risk Mitigation/Procedures & Controls
Vendor Selection and Outsource Management

PROFESSIONAL EXPERIENCE

Confidential, Hunt Valley, Maryland

Project Manager/Consultant

Responsibilities:

Provided Service Center consultative services to a Lockheed Martin contract with the Social Security Administration (SSA). The 24x7x365 Service Desk provides support to over 83,000 government and contract employees in more than 1500 locations nationwide and around the world. Conducted gap analysis with recommendations on improving the incident/problem management process, procedures/ knowledgebase, support systems, performance metrics, staffing, costs, and customer/employee satisfaction while laying the groundwork for development of a Service Desk using best practices & standards in an ITIL/HDI framework.

Confidential, Bethesda, Maryland

Project Manager

Responsibilities:

Managed a Service Center of 35 staff supporting Tier 1/Tier 2 internal/external users who participate in the grants management process from submission to close out for theconfidential, Electronic Research Administration (eRA), the largest Grants Management organization within the Federal Government providing annual awards of $30 billion through 50,000 grants.
Established several baseline process improvements enhancing the delivery of services including
reductions in abandon rates, aged escalated tickets, and system defects by utilizing ITIL Service Desk
framework.
Introduced standards and performance measurements to increase overall productivity levels and reduce
operating costs through score cards, scheduling tools populated with historical data to evaluate trends and
forecast outcomes.

Confidential, Vienna, Virginia

Project Manager

Responsibilities:

Managed a team of ITIL Practitioners in conducting a gap analysis of the confidential Service Desk and provided an assessment of the strengths and weaknesses using ITIL v3 framework and industry best practices.
Conducted risk assessment & mitigation plan for Service Desk move to Ft Meade, Maryland.
Provided final report on the Service Desk current processes, gaps, quick - wins and recommendations.
Coordinated the activities of the team: developed project plan/milestones, managed costs, established roles and responsibilities, interacted with client, prepared briefing material, and resolved problems.

Confidential McLean, Virginia

Director of Customer Service Center & Sr. Operations Manager

Responsibilities:

Led and directed all facets of the Confidential Service Center, a $6 million business-to-business technical operational center with a team of 6 managers and 85 staff/contract workers. Managed several lines of businesses including Loan Prospector (an automated residential loan underwriting system), loan delivery, loan servicing, investor inquires, system application support and a consumer desk. Recruited, coached, monitored and developed technical and business support teams who identified and resolved customer product and application issues, software installation support, and technical analysis of products and tools. Developed quality and customer satisfaction standards; established partnerships with stakeholders; supported rollouts of new products and systems; established controls to mitigate financial risk; ensured Tier 1/Tier 2-business continuity planning.
Reduced call transfer rates by 75% as project sponsor for a Six Sigma/Lean initiative.
Ensured compliance with Sarbanes Oxley (SOX) and federal enterprise oversight as team leader in documenting financial processes, data flows, and controls as part of a corporate-wide effort.
Coordinated effort in successfully integrating 1,100 customers from an account manager relationship to a customer support center model, saving over $250,000 in sales support costs.
Managed all aspects of the technical support help desk outsource effort from developing the RFI, RFP,
selection of vendor, negotiated the terms of the contract, established vendor benchmarks and service level agreement with the goal of maximizing the effectiveness of vendor relationship. Overall cost savings exceeded $300,000 per year. Served as the manager liaison between the technical outsource vendor, the call center, and all its business partners.
Led Service Center team in conducting business case analysis and requirements for a ticketing CRM-ITSM replacement system.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship