Service Program Manager Resume Richardson, Texas - Hire IT People

SUMMARY:

Interested in Network PM, Data Center PM, Cloud Services PM, Cloud Engineering, or IT Service Management positions
PMP certification and project management experience
ITIL Expert certification and IT/Telecom service management experience
Amazon Web Services knowledge
VMware vSphere training and knowledge
DevOps tools knowledge

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, Texas

Service Program Manager

Responsibilities:

Customer service advocate and primary client point of contact for overall service accountability
Developed excellent working relationship with customers, conducting regular service reviews.
Resolved several long - standing complex client challenges that involved contracting, order management, and billing.
Ensured that service activities complied with contractual obligations.
Guided clients toward adoption of online self-service through the Confidential Enterprise Center portal to gain efficiencies.
Matrix managed functional service team members
Maintained services financial oversight.
Facilitated regular conference calls with multi-disciplinary, geographically-diverse Confidential teams to resolve client issues.

Confidential, Plano, Texas

President

Responsibilities:

Started this IT services business in 2010.
Successfully developed Confidential pipeline of new web design and development projects.
Managed to convert initial web development contracts into monthly web maintenance contracts.
Generated new revenue within the first three months of operation.

Confidential, Richardson, Texas

IT Analyst - Intern

Responsibilities:

Operated the corporate SIP-based Confidential service.
Installed Confidential Networks' Confidential access servers, media gateways, and softswitches.
Installed NEBS-compliant Sun SPARC servers and Solaris operating system.
Installed Oracle database management system on Solaris running on NEBS-compliant Sun SPARC servers.
Performed Oracle database backup and recovery tasks.
Wrote Perl scripts to process billing data, retrieve systems management information using SNMP, and to process IP telephony log files.

Confidential, L ewisville, Texas

Systems Analyst - Intern

Responsibilities:

Confidential, Plano, Texas

Project/Program Analyst

Responsibilities:

Managed and coordinated network, disaster recovery, information security, desktop, service desk, data center migration projects related to Confidential large IT outsourcing transition.
Executed projects plan using Confidential Systems’ and client resources, closed projects, and created post-project reports.
Completed projects on time and within allotted budget, thus avoiding penalties
Coordinated creation of standard operating procedures for client IT operations.
Ensured project managers adhered to submission deadlines for project artifacts.
Facilitated Confidential and client project team meetings and conference calls.
Received commendation for role in successful data center outsourcing migration project.
Received commendation for developing tool to determine utilization rates of project and program managers.

Confidential

Commercial Manager/Project Manager

Responsibilities:

Led initiative to win and lead the largest and most profitable project consulting business for the company.
Successfully managed Confidential three-year wide area voice and data network integration project for Confidential, an airline company.
Led project vendor selection process from clarification of vendor questions to development and implementation of vendor selection criteria based on the RFP.
Organized work between various teams responsible for laying new fiber links, turning up telecom circuits, cabling airport offices, installing the new system, cutting over to the new system, and decommissioning the old system.
Designed, implemented and supported client IP network
Exceeded monthly sales and customer retention targets.
Recruited and developed sales and customer service teams.

Confidential

Assistant Manager

Responsibilities:

Managed customer service process improvement initiatives
Led commercialization of new public GSM mobile network
Led commercialization of new public IP backbone network
Influenced the adoption of new tariff structure for company's public data network.
Supervised international data circuits provisioning team
Represented company in trade shows.
Performed telecommunication traffic engineering
Received CEO commendation for successfully leading process re-engineering project to review the company's customer-facing business processes.