SUMMARY:

• My goals are to utilize my technical and management skills to obtain a dynamic and challenging opportunity in the field of Information Technology with an emphasis on Project Management; special interests include report analysis and customer service.

TECHNICAL SKILLS:

Microsoft Office 2016 Professional Suite, Microsoft Visio, Microsoft Project and Adobe Acrobat Professional.

PROFESSIONAL EXPERIENCE:

Confidential

SPIRE Program Coordinator

Key Responsibilities:

• Responsible for the documentation and sharing of minutes from meetings.
• Works with projects managers and/or program managers, team leads and stakeholders to ensure that schedule data is accurate.
• Receive and review project manager progress reports and review for completeness and reasonableness.
• Create an integrated status report for delivery to Senior Management
• Ensures resource assignments are accurate and agreed upon by resource managers.
• Take and publish minutes of Program Office meetings.
• Performs special projects and other duties as may be assigned.
• Supports Project Managers with meetings and resource time management.
• Develop and prepare project documentation, improve processes, maintain internal documents, web pages and track reports to communicate details of project.

Confidential, Blue Bell, PA

Project Coordinator

Key Responsibilities:

• Lines of Business (LOB) Relationship Management - Created several facets of Service Improvement Plan to improve communication and accountability of IT to the Lines of Business (LOBs).
• Created and improved Service Level Agreement (SLA) between the Operation Team and other Lines of Business resulting in service by outlining expectations and details of service operations.
• Formalized new communication protocols for the Operation Team to clients, outlining points of contact, verbal/written scripts, and follow-up procedures resulting in excellent service and clear understanding of the handling of trouble tickets and planned requests.
• Executed a Customer Service Initiative by creating follow-up surveys to understand customer needs and requirements.
• Participated in regular meetings with LOB liaisons to report on progress and address new and ongoing issues and/or requests.
• Ensured goals and objectives were accomplished in accordance with outlined priorities and time expectations.
• Facilitated monthly meetings with Management team to review budget variances and impacts of upgrades of applications on users and dependent technologies.
• Managed and created Budget for the Desktop Refresh Program that replaces 5000 desktops, 1500 laptops and 500 tablets.
• Created and managed the Desktop Refresh yearly budget of $2 million dollars.
• Tracked budget variances.
• Developed and managed the project plan for the Desktop Refresh Program.
• Established and communicated timeframes with business stakeholders to ensure that external suppliers meet their deadlines.
• Control communications to end-user community to inform of refresh deadlines and other related information.
• Managed technical Support Team throughout the life of the project which consists of configuring the hardware, confirming licensing, scheduling the deployments, hardware repair, lease returns and hardware disposal.
• Conducted weekly status meetings to review tasks.
• Created and Maintained Customer Service Polices for the Information Services Operation Team.
• Workstation configuration standards have been developed for desktops, laptops, tablets, and smart phones that will allow Information Services Department to properly support clients.
• Created and maintained accrual report to analyze cost centers for various projects.
• Reports are used for monthly budget variance tracking and preparation for the next year’s budget.
• Maintained the Asset Management Database, process procurement orders, managed software licensing and maintenance contracts.
• Managed and Executed the Add/Move/Change request database.
• Enhanced database to improve workflow.
• The latest enhancements are as follows: the automation of New Hires/Terminations/ Transfers, application requests and develop an improved workflow for network file and server requests
• Managed Operation Staff’s daily workflow and special projects.
• Developed staffing plans, work schedules and time lines for projects and Ad-hoc backfills for the Operation Support Team.
• Reconciled transactions by comparing and correcting data.

Confidential, Philadelphia, PA 9

Systems Support Analyst

Key Responsibilities:

• Provided technical support for HP3000 users while answering incoming calls; participated in user meetings representing the MIS department.
• Recorded and maintained incoming calls while using a problem management system.
• Troubleshooted technical difficulties in a timely manner while keeping the client informed of progress.
• Other duties involved, but are not limited to; monitoring the job que, and printers, and providing supporting for various department as needed.

Confidential, Philadelphia, PA

Support Analyst

Key Responsibilities:

• Provided customer service for internal clients and over six hundred stores nationwide.
• Analyzed and troubleshooted various hardware and software issues associated with printers, dumb terminals, and AT&T (Globalyst 630) server.
• Utilized a problem management system (Remedy) for tracking, updating, and resolving problems; followed up with clients while informing of technical progress.

Confidential, Philadelphia, PA 6

Telecommunications Technician

Key Responsibilities:

• Provided first level telecommunication troubleshooting and problem solving.
• Recorded and maintained incoming issues utilizing a problem management system.
• Monitored communication links between host and all end user points using a monitoring system.
• Analyzed and escalated problems toward second level technicians.
• Generated specific reports, graphs, and statistics.
• Kept clients informed of modifications and system difficulties.