Technical Services/Project Manager Resume Potomac, MD - Hire IT People

SUMMARY:

PMP with 16+ years of experience leading both on and off shore teams to support high - profile, global customers in the telecommunications, multimedia, government, financial services, and computer manufacturing sectors. Excels in generating revenue from existing and new accounts via add-on/new business and change orders. Adept at maintaining high rates of customer satisfaction and retention. Works well under pressure. Adapts easily to rapidly changing goals and priorities. Pursuing ACP and CAP designations.

EXPERTISE ENCOMPASSES:

Project Management | Resource Allocation | Budgeting | Operational & Capital Expense Control | Contract Negotiations & Request for Proposal (RFP) Support | International Business | Account Management | Customer Service
Service Level Agreement (SLA) Management | Multivendor Support | End-to-End Escalation Management
Risk Management Framework | Cyber Security | Deployment & Implementation | Help Desk Management
Data Sanitization, Recertification & Relocation | Staff Mentoring & Evaluation

PROFESSIONAL EXPERIENCE:

Confidential, Potomac, MD

Technical Services/Project Manager

Responsibilities:

Held responsibility for a total portfolio of contract business valued at $18M across all engagements.
Consistently achieved revenue targets ranging from $18M to $38M through new business and change orders.
Ensured vendors and partners were performing and meeting service level agreements.
Provided status updates to customers and management towards goals and project objectives.
Leveraged shared business model, with Costa Rica PM’s supplying lower cost project management tasks across all PMOs. Moved recertification to Costa Rica for process improvements and higher margin.
PMO deployed Aruba switches, wireless solution, and server refresh to 2,300 Home Depot stores.
Used Open View, Remedy and ServiceNow for incident and change management.
Escalation point for customer, technical and personnel issues.
Migrated customers from legacy and end of service life equipment to new supportable platforms.
Ensured customers entitlement, firmware levels, patches and asset inventory were accurate.
Managed staff recruitment, supervision, scheduling, development and evaluation.
Directed the ‘New to Career Project Management Rotation Program,’ developed employee training.
Upheld high levels of employee satisfaction and retention by providing above-average career growth opportunities via certifications (PMP, ACP, ITIL, Six Sigma and CAP).

Confidential, Washington, DC

Desk Side Support Manager

Responsibilities:

Initiated and managed the implementation of print services, including the de-installation and disposal of 3,000 printers and the installation of 800 HP MPS devices.
Spearheaded a monitor replacement program as well as desktop and laptop refreshes.
Ensured 100% USPS customer satisfaction with delivery of desk side support services and SLAs.
Transformed team performance by implementing stand-up meetings, training, laptops, and reviews.
Provided executive support to the Post Master General and direct staff.
Supported USPS disaster recovery plans and participated in training exercises.

Service Delivery Manager

Confidential, Greenbelt, MD

Responsibilities:

Spearheaded numerous projects across the US, including corporate-approved technology upgrades (wiring, switch, PBX, router), office space voice/data infrastructure build-outs, and corporate-wide wireless technology rollout/support.
Assisted in ISO 9001 certification for Mid-Atlantic Area Service Desk.
Averted outages and minimized impact to customers via rapid resolution of voice and data circuit issues.
Led Defense Logistics Agency (DLA) communications infrastructure build-out and startup. Managed USPS help desk and desk side contract startup. Coordinated post-startup contract engagements with USPS and DLA.
Orchestrated the migration to a managed service provider model for desk side support.
Managed installation of 1200 drop copper and fiber wiring install for 800 clients in 8th floor building.
Previously served as an Information Management Supervisor for Compaq Computer Corporation and as a Senior Telecommunications Analyst for Digital Equipment Corporation.