IP/Managed Hosting/Cloud/Agile Project Manager Resume

SUMMARY:

To further my career in the technical project management field, with a specialty in colocation/IP/managed hosting/cloud. To also gain more training and knowledge in relation to the telecom field. To serve the customer and improve operations while managing all aspects of project management and customer experience, from signature to final handoff and beyond.

SKILLS:

OS 7x - 9x and OSX. Microsoft Windows 9x, NT, 2000, ME, XP, 7-10. Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Entourage). Basic HTML and web design software (Adobe Photoshop, Adobe Go Live). Fluent in Vietnamese and proficient in French.

EXPERIENCE:

Confidential

IP/Managed Hosting/Cloud/Agile Project Manager

Responsibilities:

Daily project support of internal and external customers with regards to the implementation of their services.
Maintain a close relationship with customers through email and phone communication on where their implementation is currently.
Provide daily updates and completion ETA, where possible.
Worked in close proximity to Confidential datacenter field operations to ensure on time completion of projects, datacenter builds, and overall scope of large customers (current and forecasted states). Worked with partner datacenter sites
Worked in close relationships with partner carriers to provide local loops for IP services.
Review and communicate to internal teams on technical tickets with regards to the project. Determine next steps as well as anticipate possible issues.
Maintain all documentation (contracts, emails communication, tickets) in Ubersmith and or SalesForce databases. External communications, including but not limited to emails from Outlook and Instant Messaging systems, were also copied into orders and tickets.
Activated billing, updated universal transfer rates, and associated devices to services were all a part of daily duties.
Maintained daily work logs in documentation to Ubersmith and SalesForce. Worked independently and remotely while reporting daily to management in California, Georgia, and or Canada.

Confidential, Dallas, TX

Customer Financial Services Supervisor

Responsibilities:

Daily customer support of internal and external customers with regards to their account services up to but not limited to credits, balances, and accounts payable/billing
Managed cancellation team as well as Save Team efforts
Sole support for customer emails/tickets with regards to billing/accounts payable
Managed SOPs for customer support and cancellation aspects
Weekly and Monthly reporting Confidential as well as ticketing numbers
Review of legal contracts to determine liability
Review and implementation of call levels, ticketing levels, and support levels.
Maintain an excellent support level for customers.
Support and Billing Team Supervisor for internet access services and web hosting services.
Dedicated connection technical support Level 1.
Live telephone support for all aspects of Dial-Up service.
Support of Windows 9x, NT4, 2000, ME, and XP. MAC OS 7-9 and OSX. All forms of email clients and also FTP clients. LAN and internet.
Training and service using UNIX based shells and various intranet protocols from Confidential . Tracking all troubleshooting and resolution findings in a Vantive client.
Technical Specialist for the Confidential Interactive Database, to help train technicians to troubleshoot current operating systems and email clients

Confidential, Houston, TX

Computer Technical Support Representative

Responsibilities:

Confidential is the OSP for Confidential Corp and Prodigy Internet.
Computer technical support for Compaq Presario computers. Support database tools came from Compaq specific technical information, technet resources from Microsoft, and various intranet as well as internet sites.
Live telephone support and customer service for Compaq’s Presario line of computers, all Compaq monitors, and all Compaq inkjet printers. Customer service was high priority.
Support of Windows 98 and ME, most software related issues, and all Compaq hardware. Diagnosing and troubleshooting problems, finding resolutions, making parts dispatches when deemed necessary, and tracking all case information via a Vantive client.
Internet access, email, and webhosting services support. LAN and internet.

Confidential, Houston, TX

Field Project Manager

Responsibilities:

All aspects of lighting/energy conservation projects, including but not limited to auditing, designs, retrofits, installation, and service. All auditing/design were through software specific to lighting/energy conservation, utilizing Microsoft Access and Excel.
Oversaw day to day operations of a lighting crew of 12.
Worked in close proximity with clientele as far as clearance, specifications, and security.
Computer database entry of all inventories, payroll, and expenses; used accounting related software as well as design specific software.
Troubleshoot and resolve any compromises/conflicts concerning project integrity. Custom designs of lighting to fit customer’s needs.

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