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Senior Project Manager Resume

SUMMARY:

Customer service professional dedicated to effective team management and customer satisfaction. Seasoned customer service specialist with background in providing advice on diverse customer situations. Thrive on challenging opportunities that deliver solutions which positively influence productivity and efficiency. Strong relationship building skills with an emphasis on employee/team development.

SKILLED MULTI - TASKER:

  • Conflict resolution techniques
  • Effective problem solver
  • Process improvement specialist
  • Team manager

HARDWARE AND SOFTWARE EXPERIENCE:

  • Mainframe, AIX, HP, PCLAN(Wintel), HP(UNIX), Sun Linux and Windows systems, private cloud and all related os and software levels, Cisco and other network equipment including configurations for customers loaded on them
  • Remedy, Heat, Service Now Lotus Notes, among other reporting tools
  • Microsoft Word, Exel, PowerpointAvaya Voip, Nortel symposium
  • Microsoft Dynamics / CRM and Service Now, Sharepoint

EXPERIENCE:

Confidential

Senior Project Manager

Responsibilities:

  • Work with Existing Companies to get them to migrate under the Confidential Domain
  • Deliver high quality service to each customer
  • Work with customer on movement to active directory domain.
  • Prepare all the customers to Office365 in the near future
  • Answer all questions from the customers.
  • Continue to track activity in smartsheets and get past road blocks
  • Make sure dates will be met or change dates of events as needed
  • Schedule meetings for current status of projects
  • Identify possible issues in conversations with Customers.
  • Work with Technical staff to ensure projects will be completed on time
  • Work with Vendors that support technical staff
  • Identify, manage and mitigate risks to minimize impact to successful delivery of project
  • Make Sure Project sure on budget.
  • Produce Project reports for Upper Management

Infrastructure Project Manager

Confidential

Responsibilities:

  • Collaborate and manage infrastructure and software resources to deliver IT solutions
  • Deliver high quality IT infrastructure solutions, leveraging technologies such as Microsoft Active Directory, Exchange, Skype for Business, virtualization and cloud technologies
  • Establish project requirements, scope, priorities, resources, budget, schedule, tasks, estimate burn rate and estimated cost at completion
  • Identify, manage and mitigate risks to minimize impact to successful delivery of project
  • Proactively identify downstream issues related to project changes
  • Excellent communication (both oral and written), interpersonal, analytical, planning, multitasking, detail orientation, problem solving, and organizational skills I have the ability to work with competing projects, tasks, assignments
  • Personable, ability to deal with challenging situations and remain professional and pleasant
  • Ability to interact with tradesmen to SVP level self-starter and have the ability to work independently
  • Ability to handle competing deadlines
  • Highly organized, motivated and self-driven
  • Run daily and weekly meetings to track progress, and gets attention from the respective teams on any open and pending tasks.
  • Prepares, communicates and maintains project plans working with the implementation partner
  • Advanced proficiency in Microsoft PowerPoint
  • Advanced proficiency in Visio
  • Proficiency in Microsoft Word, Excel

Technical Service Delivery Manager / Test Manager

Confidential, Philadelphia, PA

Responsibilities:

  • Managed a team of 13 engineers across Intel, SUN/HP, Mainframe, AIX, AS400 and Network platforms, coordinate their work schedules during normal and off shift, also plan for coverages during vacations
  • Hire and Fire staff as needed, also perform reviews on all staff members
  • Coordinated all engineer’s activities to meet client’s disaster recovery requirements.
  • Duties included staff scheduling, daily status meetings, performance management and reporting, conflict resolution, /onboarding.
  • Reviewed client’s recovery time objectives and procedures with internal operations staff, and Customers
  • Created individual development plans for direct reports to achieve for the team and individuals.
  • Developed new and continued for my team so they can continue to support new applications
  • Customer Focused at all time
  • Strong organizational skills, including the ability to prioritize and multi task
  • Managed to key performance indicators (KPI’s) to drive continuous improvement.
  • Worked with executive management to plan, budget and set objectives
  • Performed new product evaluations on new hardware and recovery methodologies.
  • Worked with Customers to meet SLA’s and test objectives to achieve successful tests
  • Assists sales with the sales process and closing business by providing technical info and best practices from my vast industry knowledge
  • Work with our Consultant Services group on their responsibilities during exercises
  • Manage our new MRP program where Confidential performs our Customers DR activities.
  • Manage the entire group during a schedule MRP test which includes staffing and reporting to upper management status
  • Planning, testing and execution of disaster events to ensure the accuracy
  • Manage the entire lifecycle of projects with customers and vendors
  • Make sure all test resources either local or remote are performing their roles to ensure successful exercises
  • Strong Customer service skills with the ability to change priorities at customer request
  • Manage our outsourcing group and assign their roles for upcoming technical events
  • Experienced in using Service Now during tests
  • Also support R2C tests in the Confidential Recover to Cloud scenario. I have worked with customers and their plans for replication.
  • Work with Customers to build and establish disaster recovery project timelines so customers can achieve their SLA’s
  • Work with customers on developing project plans to make the event a success
  • Also work with technical staff and customers to update technical run books and worked to create reports to show customers where areas can be improved on
  • Work with management team to create reports to show customers how our exercises can improve their strategy going forward.
  • Coordinate and execute Test Exercises across multiple operation teams and platforms, performing the role of single point of contact for customer and company upper management
  • Coordinates and maintains the creation and maintenance on test plans with the customer
  • Work with Confidential and Customer IT teams to review applications that are included in the event. Including infrastructure and applications to test and develop
  • Develop test plan modifications for upcoming exercises
  • Meets regularly with team to discuss work statuses. Discusses work progress and issues that have arisen.
  • Participates in the planning, testing and execution of application and hardware with customers
  • Manages multiple projects of new and existing customers and also complex projects
  • Work as a project manager in defining disaster workflow for upcoming tests
  • Identify and track issues.
  • Manages delivery and lifecycle of services with customers
  • Promotes efficient customer service to internal clients and external vendors .
  • Coordinate the standards and program specific procedures with team leads and staff
  • Maintain and Build new relationships with customer representatives.
  • Serve as the primary point of contact for all program-related issues and resolution of issues in a timely manner
  • Assessing disaster and business situations, establishing and changing priorities.
  • Participates in service delivery, ensuring all terms and conditions of the related contract discussed during calls and events.
  • Ensure team leads adjust for customer needs and continues to work with customer
  • Resolve conflicts as quickly as possible
  • Direct work planning and scheduling work
  • Hands-on experience with Ticket system Service Now
  • Works with Operations and Customers to do IT DR continuous improvement reviews
  • In the event of a disaster crisis I work with my senior management and customers to provide a point of leadership and a single point of contact so we can restore all applications according to SLA
  • Working knowledge of Scrum and Agile Methodologies, have taken preliminary courses to become Scrum Certified

Technical Service Delivery Coordinator

Confidential, Philadelphia, PA

Responsibilities:

  • Investigated and resolved customer inquiries and complaints in an empathetic manner. Successfully managed the activities of over 150 Customers during Disaster testing Exercises. Solved customer issues during our pretest planning phases.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Provided accurate, specific and timely performance of tests to Upper Management
  • Addressed negative customer feedback immediately.
  • Provided a high level of product and leadership support to representatives and clients. Maintained accurate records of past due customer account activity.
  • Support a client base of 100 including the company's largest and busiest customers. The monthly billing rate of my client's is in excess of $4 million.
  • During the planning process, I provide technical support for IP networks, Unix/Windows OS and recovery processes. This assists the communicating the technical information between groups.
  • Customers have submitted special s acknowledging my excellent support, highlighting my role in their success.
  • Recognized multiple times by executive management for being the top coordinator for the best monthly service.
  • Worked directly with a portfolio of over 100 clients to deliver Project Management expertise in regards to Disaster Recovery and Business Continuity for their organization.
  • Participated and led projects focused on organizational process improvement.
  • Conducted new customer workshops on- site and at customer s’ sites to ensure the communication of processes and procedures and to assist the customer on conducting a DR plan.
  • Served as single point of contact to our customers, translated and assisted internal and external customers on a daily basis.
  • Developed and maintained relationships with various levels of operational staff including, Network Engineers, X86 Server Recovery Specialist, Midrange and Mainframe System Engineers to ensure successful testing and data recovery.
  • Maintained Test plans for upcoming tests and updated when needed
  • Held conference calls to go over test objectives and execution
  • Work as a project manager in defining disaster workflow for upcoming tests

Central Station Manager

Confidential, Woodlyn, PA

Responsibilities:

  • Investigated and resolved customer inquiries and complaints in an empathetic manner. Successfully managed the activities of 12 team members.
  • Met all customer call guidelines including service levels, handle time and productivity. Solved customer issues in an alarm monitoring environment.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Strong leader of customer support staff.

Technical Service Specialist

Confidential, Wilmington, DE

Responsibilities:

  • Investigated and resolved customer inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Effective liaison between customers and internal departments.

Vtam System Programmer

Confidential, Philadelphia, PA

Responsibilities:

  • Investigated and resolved customer inquiries and complaints as it related to the production environment. Maintained accurate records of customer and requests for production upgrades
  • Maintained up-to-date knowledge of product and service changes. Managed work flow to exceed quality service goals.

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