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It Manager/project Manager Resume

Hanover, MD

SUMMARY:

  • Strategic Planning & Execution / IT Operations Management / Customer Service & Satisfaction
  • Highly analytical and detail focused IT leader with 10+ years of progressive leadership experience planning, developing, and implementing technical solutions addressing business challenges and opportunities in line with corporate goals and objectives.
  • Leadership background in technical project management including budgeting, operations support, process improvement, and staff training.
  • Strategic and resourceful problem solver with innate ability to motivate and lead System Support teams managing multiple tasks simultaneously and communicating with executives, business users, and technical personnel at all levels with diverse environments.
  • Develops and manages budgets associated with the IT support services operations and endpoint infrastructure projects.
  • Also not limited to managing 150million budget directed to Capital purchase, maintenance and expenses.
  • Devised and established IT policies and systems to support the implementation of strategies set by executive management.

CORE QUALIFICATIONS:

  • IT Leadership & Team Building
  • System Implementations & Upgrades
  • Business System Planning
  • Continuous Process Improvement
  • Business Analysis & Communications
  • Confidential v3 Best Practices
  • Staff Development & Training
  • Full Lifecycle Project Management
  • Budgeting & Cost Control

PROFESSIONAL EXPERIENCE:

Confidential, Hanover, MD

IT Manager/Project Manager

Responsibilities:

  • Developed new process for IT Help Desk transitioning staff to salary saving $25000.00 in overtime and additional training costs. Reduced costs $33000.00 by developing new strategies for equipment purchasing.
  • Planned and evaluated research, quote, and purchase new equipment for casino hotel under construction. Saved $2M via department equipment justification process.
  • Aligned IT protocols with business - side establishing operations streamlining and team cohesion.
  • Implemented industry best practice support model such as Confidential ( Confidential ) v3 to improve IT operations maturity level transitioning to customer center support focus.
  • Established procedures ensuring effective support coordination between IT Service Desk (Tier 1/2/3). Created and implemented IT asset management processes and procedures for hardware and software.
  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
  • Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Confidential, Fairfax, VA

Lead Senior Support Specialist

Responsibilities:

  • Built and led team of 5 technicians.
  • Trained team and secured 90%+ satisfaction monthly.
  • Developed and implemented new templates for writing SOPs, training materials, and knowledge based information.
  • Excellent organizational and leadership skills

Confidential, Silver Spring, MD

Support Desk Manager

Responsibilities:

  • Reduced desktop support visits 25% and achieved 90% first call resolution.
  • Slashed pending tickets 70% while handling 267 tickets on average. Improved quality of service reducing repeat incidents.

Confidential, Washington, DC

Senior Helpdesk Specialist

Responsibilities:

  • Monitored, responded, and maintained hardware and software problems.
  • Supported iPhone and Android phone.
  • Installed and configured applications software and related hardware.
  • Handled New User Orientation and assisted new users in completing IT security documentation.
  • Created, documented, updated, and resolved tickets using Confidential .11.
  • Guided less-experienced technicians and participated in special projects.

Confidential, Silver Spring, MD

Senior Analyst

Responsibilities:

  • Ensured successful system administration, software application assistance, and installation using Altiris updating user documentation and conducting training.
  • Provided first line support to customer end users.
  • Directed troubleshooting and resolved issues and problems.
  • Developed training materials and conducted training classes. Assisted customers with Citrix, VPN, and Filesite issues.

Confidential, Washington, DC

IT Senior Lead Analyst

Responsibilities:

  • Supported IT Manager and provided troubleshooting for calls relating to systems.
  • Conducted orientation and training.
  • Tracked calls using Heat and resolved hardware / operating system software in networking environment.
  • Prepared and revised training manuals.
  • Maintained asset tracking and inventory.
  • Assisted in development and testing of new desktop standards.
  • Migrated entire Confidential (120 users) over to Windows XP and Office 2003 image directing IT staff.

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