SUMMARY:

IT Project Manager with over 8 years of experience specializing in IT Service Management on multi - million accounts, managing workforce teams of 40+, and performing budget allocation/analysis. ITIL Practitioner pursuing to leverage my experience, and proficiency into Technical Project Management Role.

SKILLS:

• ITIL Practitioner
• Project Management
• Exceptional Verbal and Written Communication skills
• Team Management and Development
• IT Process Analysis
• Integrations
• Migrations
• Documentation and Training
• Vendor Management
• Client Advocacy

PROFICIENT TECHNICAL SKILLS:

• Windows 10 migrations/implementations
• MacOS X 10.0(Cheetah)-10.13(High Sierra)
• Office 365 upgrades/deployments/end user
• Microsoft Project
• Service Now
• Active Directory Administration
• Cisco Client Administration
• PXE boot
• Desktop/Hardware Support
• Service Desk Support
• Mobile Support (Android, iOS, Windows)

EXPERIENCE:

IT PROJECT MANAGER

Confidential, NEW YORK, NY

Responsibilities:

• Manage successful migration of critical production and contingency servers with no impact the client.
• Developed a dashboard based on sharepoint repository to track migration progress. Also made viewable to shareholders for transparency.
• Facilitated, tracked and completed decommission of 200+ application and servers.
• Manage implementation technicians and relationships with vendors.
• Identify risk and escalate via the proper channels for timely resolution.

REGIONAL TECHNICAL PROJECT/DELIVERY MANAGER

Confidential, NEW YORK, NY

Responsibilities:

• Single Point of Contact between Supplier, Vendor, and Client IT management teams.
• Oversee multiple projects across all phases of development.
• Managed a team of 4 senior administrators implementing Windows and Office 365 moving from development into production for several advertising clients in several states. A total of 2,700 machines upgraded within this project. Monitored workflow and make timeline adjustments as needed.
• Responsible for the coaching and development 30+ Desktop technicians over 10+ sites throughout NYC and CT. Created and distributed the following to technicians: new hire training curriculum, service documentation, Office 365 documentation, escalation processes, employee review process.
• Weekly review of SLA and ticket data to recognize trends to made adjustments accordingly to meet or exceed contractual agreements. Maintained 98% average SLA for the region.
• Coordinated weekly meetings with management and stakeholders to discuss issues and trends. Also, present processes and implementation strategies for region.
• Weekly meetings with the client to coordinate upcoming projects and address specific site issues. Also, this time is used to establish a relationship with the client delivery management to ensure seamless service

MOBILE SECURITY IMPLEMENTATION PROJECT MANAGER

Confidential, BRONX, NY

Responsibilities:

• Independently managed the full project life cycle, from initiation through implementation; including (but not limited to) requirements gathering and prioritization, defining scope and schedule, budgeting, obtaining approvals, manage development and testing tasks and troubleshooting.
• Pre-launch testing for faults and Office 365 conflicts. Created reports on software functionality, application data usage and unneeded functions to maximize app performance.
• Worked with local IT and vendor to implement fixes. Selected end users to for testing and feedback then documenting the results.
• Developed end user support documentation and installation guide. Created pamphlet for end company wide distribution.
• Semi-Weekly meeting with management to report progress and address issues for resolution.
• End user support during go live and post-launch

ASSISTANT PROJECT MANAGER

Confidential, NEW YORK, NY

Responsibilities:

• Managed and supported 2500+ Android, iOS, Windows, and Blackberry devices domestically and internationally.
• Assisted with the Windows 10 migration. Coordinated with PM to ensure that end users completed setup of Mobile Iron and Office 365/Outlook installed on mobile devices in conjunction of upgrading to Windows 10.
• Oversaw the complete lifecycle of Mobile segment project.
• Lead the seamless transition from internal mobile support to an outside vendor. In the process unused lines was identified and disconnected which contributing to a 35% cost reduction.
• Created new hire mobile device setup and deployment process.
• Asset and inventory management of devices with weekly inventory reporting. Negotiated new contracts with mobile carrier that also contributed to a 35% cost reduction. iOS and Windows deskside hardware and support. Support end users at their deskside as needed.
• Coordinated monthly lease return and Windows 10 upgrades for end users. Maintained asset database and provided monthly reports for budgeting, asset status information, timeline projections and resource allocation.

SENIOR SERVICE DESK/IMPLEMENTATION COORDINATOR

Confidential, ATLANTA, GA

Responsibilities:

• Senior Service Desk and IT supporting for multiple clients. Managing profiles for each client.
• Answering inbound calls and deskside request.
• Created knowledge articles on undocumented processes
• Multi-client network and equipment monitoring(NOC)
• Escalation Specialist Coordinator, handling national escalations
• Quality Control and Auditing
• Multiple projects for clients as requested to deliver outstanding service.
• 35-40 request processed daily for multiple clients

SERVICE DESK/IT OPERATIONS

Confidential, ATLANTA, GA

Responsibilities:

• Senior Service Desk Agent supporting a single client. Approximately 5000 end users.
• Onboarding/ Offboarding Specialist
• Weekly Data center assignment performing maintenance on service desk applications adjacent with System Administration
• Created and implemented new hire checklist to streamline and ensure cohesion in the process.
• Specialized in Mobile Device Support and Service.
• Answered 25-30 in-bound request weekly

DATA SUPPORT TECHNICAL COORDINATOR, COLUMBIA, SC

Confidential

Responsibilities:

• Specialized in data applications within application store
• Tested new application prior to release to the public providing detailed reporting.
• Supported iOS, Android, Blackberry, Windows and other older devices.
• Trained incoming technicians to the team methods and procedures of Data coordination.
• Provides Supervisor with status report and finalized when technicians are ready for independent operation.
• Supervisor assigned multiple assignments and projects for my oversight