EXECUTIVE SUMMARY:

Self - motivated Project Manager seeking an opportunity to bring value to a dynamic environment. Able to come up to speed quickly to support large clients with varying technical & management needs. Skillset includes executing Waterfall & Agile IT projects, analyzing business processes for inefficiencies, establishing strong collaborative relationships with stakeholders and cross functional teams to ensure project goals are met, facilitating team meetings for clear communication and action items, presenting status reports and using creative thinking to accomplish goals within budget and on time.

PROFESSIONAL EXPERIENCE:

Confidential, Jackson, MI

Project Manager

Responsibilities:

• Facilitate the flow of work on a day-to-day basis to ensure that it conforms to the project plan.
• Communicate clear and concise understanding of roles and responsibilities.
• Hold team accountable for their deliverables and due dates.
• Work collaboratively with functional Analyst and configuration managers to track progress against test data creation, test case creation, and success/failure stats for test cases and defect resolution.
• Report status ensuring successful execution while removing blockers. Identify risks, issues and constraints impacting project execution.

Confidential, Detroit, MI

Project Manager / Event Coordinator

Responsibilities:

• Planned and managed event projects of varying sizes (+ 400).
• Interacted with customers to understand needs and expectations.
• Created and managed work breakdown structure (WBS), work schedule & executed project plans.
• Ensured projects were on time and within budget. Always exceeded customer expectations by thinking out of box but within budget.
• Develop and maintain strong business partner relationships.
• Supervised dining floor staff and addressed any outstanding issues.
• Coached serving staff and monitored to ensure sanitary food handling.
• Provided guidance on delivering exceptional customer service.
• Increased interest in potential events by proactive risk management, attention to detail and exceptional customer service.

Confidential, Detroit, MI

Project Coordination

Responsibilities:

• Facilitated, scheduled and provided meeting minutes for project teams using Outlook & MS Word templates.
• Tracked progress on projects and verified deliverables using Excel.
• Performed feasibility studies and initiated improvement tasks. Promoted to point person to resolve third level support nonstandard issues.
• Able to communicate effectively (written and verbally) with both technical and non-technical parties.
• Managed large scale printer refresh project by monitoring the DMNX print server for attention issues, validating refresh progress and resolving escalated print issues.
• Monitored progress of assigned projects against critical milestones.
• Managed project scope and timeline through formal change management processes.
• Worked with clients, developers and vendors to determine business requirements and user expectations for assigned projects.
• Used collaboration skills on cross functional Continuous Improvement team; identifying processes to operate more effectively.
• Identified new hire onboarding gaps and updated process documentation by interviewing and facilitating focus group meetings.

Confidential, Dearborn, MI

IT Reporting Manager

Responsibilities:

• Managed ticket distribution for 28 technicians’ nationwide using BMC Remedy & Request Center software resulting in 95% ticket resolutions within 1- 7 days.
• Worked with team to size projects and features to ensure even workload distribution with external and internal resources.
• Created Pivot tables in Excel and used data visualization tools to track response time and monitor customer service trends that impacted team objectives.
• Ensured project documents were complete, current and stored appropriately.
• Dispatched Executive Desktop Support team; special group of technicians who acquired advanced technical skills and had exceptional customer service acumen to respond to request within 10 minutes of first alert.
• Used SharePoint to edit and upload shared project documents for the team to be consistent in common processes.
• Monitored status and participated in global project which required reporting managers in various continents to comply with Confidential project initiative; computers had to meet an acceptable standard to be on the intranet.
• Scheduled monthly site visits with Confidential IT Managers to maintain a collaborative relationships as well as gather requirements for continuous improvement.
• Administered all HR functions, performance reviews and performance improvement plans for technicians.
• Utilized A+ and Dell Softskills skillset to coach technicians on excellent technical and customer service.
• Analyzed data and matrix reporting to provide operational pulse to management.

Confidential, Detroit, MI

Senior Support Analyst

Responsibilities:

• Developed new approaches and troubleshooting methods that increased help desk customer service satisfaction ratings; positive ratings increased 30% in six months.
• Identified and resolved problems with ERP system products and services.
• Utilized A+ skillset to diagnose and configure desktops, tablets and mobile devices.

Confidential, Detroit, MI

Field Service Engineer

Responsibilities:

• Accepted ticket ownership until a solution was achieved ensuring complete customer satisfaction; WebService Helpdesk.
• Utilized A+ skillset to diagnose and resolve hardware/software problems; Windows XP & Windows 7.
• Completed computer moves and validated user had necessary tools, logins and printer connections after installations.

Confidential, Detroit, MI

Desktop Support

Responsibilities:

• Used SCCM Software application to remotely install Window 7 and Sophos Data Security Software (version 5.50).
• Utilized A+ skillset to perform hardware /software troubleshooting when applications failed.
• Engaged in early morning status call to discuss successes and failures of installations.

Confidential, Warren, MI

Desktop Support

Responsibilities:

• Installed Symantec Encryption software at client sites.
• Utilized A+ skillset to perform hardware/software troubleshooting when applications failed.

Confidential, Detroit, MI

Project Coordinator

Responsibilities:

• Supervised dining floor staff and addressed any outstanding issues.
• Coached serving staff and monitored to ensure sanitary food handling.
• Provided guidance on delivering exceptional customer service.
• Certified Mixologist.

Confidential, Cleveland, OH

IT Field Support Supervisor

Responsibilities:

• Working supervisor utilizing A+ skillset to oversee hardware/software resolutions at locations; Windows 2000, XP & 7, Windows Server 2003, Novell, Heat, GroupWise & VOIP.
• Recruited and coached technicians on procedures and customized site technologies.
• Conducted inspections to confirm safety standards and MDL’s were organized and clean.
• Resolved escalated technical issues and created a repository for tracking.

Confidential, Southfield, MI

Technical Coordinator

Responsibilities:

• Prioritized & responded to helpdesk tickets within Confidential ; closure rate was 6-9 tickets daily. Received many commendations regarding great customer service.
• Utilized A+ skillset to perform software/hardware upgrades including user acceptance testing.
• Located and validated computer IT inventory at assigned schools using Altiris and Excel; accuracy was essential for IT forecasting.
• Maintained LAN by troubleshooting Qwest Routers, Cisco Switches, HP Servers, Fiber connections and bad data drops.
• Supported video conferencing systems in computer labs used for meetings and s.