IT Global Service Desk Project Manager Resume Warren, Michigan - Hire IT People

SUMMARY:

Leading project teams to provide excellent customer service
Honest and motivated Global IT Project Manager with 20+ years of experience in leading global project teams delivering excellent innovative customer solutions via system and process integration and enablement.
Team and customer relationship building and leadership are key strengths to deliver exceptional results.
Led global multi - functional teams using excellent communication, relationship building and organizational skills.
Coordinated all phases of project management from conception to delivery, consistently meeting or exceeding schedule and budget constraints.

AREAS OF EXPERTISE:

TECHNICAL & SPECIALIZED SKILLS:

Technical skills: MS Office Suite (Project, Excel, PowerPoint, Access, Visio, Word, Outlook), IT Service Manager

PROFESSIONAL EXPERIENCE:

Confidential, Warren, Michigan

IT Global Service Desk Project Manager

Responsibilities:

Managed 12 large and 100+ small application and site projects to onboard support to the Global Service Desk (GSD), exceeding the typical GSD PM load of 1 or 2 larger/complex and 10 - 15 smaller projects.
Larger projects included global manufacturing site support optimization of 110 sites and 500+ applications in 16 months and global rollouts of end user applications.
Led cross functional group to develop site onboard process that reduced time for site onboards from 1-2 months to 1-2 weeks.
Trained and mentored team on the site onboarding process.
Led a project team of cross functional and globally diverse members to clean up the service request catalog making it easier and more consistent for users.
Led the Customer Relationship Management (CRM) GSD projects to move North America, South America, Europe, Middle East, Mexico, Australia, India, Indonesia, Singapore and Thailand to use the Global CRM version and thus make the user support more consistent.
Led the global GSD project to integrate the GM global applications People Finder, User Profile, Org Viewer and Photo Manager into one global application called GM Search.
Led the global (Canada, Mexico, United States, Philippines) project to migrate the OnStar business users and advisors from Exchange 2010 to Exchange 2013.

Confidential, Auburn Hills, Michigan

GM IT Global Service Desk Project Manager & Change Manager

Responsibilities:

Enhanced the project management processes to improve efficiencies and consistency.
Used conflict resolution skills to lead difficult cross-functional key-stakeholders to develop a data storage request process that reduced lead time for a standard storage request from two weeks or more to less than a week.
Designed the process to fulfill the data storage requests
Engaged requesting user’s management to approve the request
Engaged SMEs and management for the Storage, Administration, DASD and Backup & Restore teams to agree and sign off on the process to fulfill the data storage requests
Trained and mentored team on the data storage request process

Confidential, Troy, Michigan

IT Project Manager & System Developer

Responsibilities:

Project manager, Visual Basic and SQL designer and developer for all phases of application development projects, consisting of a 4-member team and creating centralized Windows based host systems (CASH and CPFA) to manage and store the production “soft parts” used to program vehicle electronic control modules.
Utilized PM skills, technical skills and production environment knowledge to deliver solutions on time, 15% under budget without impact to production.
This solution removed the costs associated with maintaining the ASH host at each plant.