SUMMARY:

Broad scoped IT delivery expert with over fifteen years’ experience and a proven ability to execute and manage large scale programs and projects on time and on budget. Recognized for providing high levels of attention, communication, and urgency to meet customer’s needs. Takes ownership of issues and frequently goes beyond the call of duty establishing strong client relationships. Consistently and effectively managed multiple projects producing on time deliverables for key clients with complex implementations.

TECHNICAL KNOWLEDGE:

Skype for Business, Microsoft Outlook and Lync, Sametime, Microsoft OneNote 2010, Microsoft Project, Microsoft PowerPoint, Microsoft Excel, and Microsoft Word

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Revenue on accounts ranged from $500,000 to $4,000,000
• Worked with multiple Confidential customers across the globe over the last four years in retail, consulting, gas and oil, chemicals, telecommunications, and insurance
• Created timelines and ensured technical support staff were aware of the key dates for delivery
• Updated stakeholders on project status daily
• Assisted/managed technical teams(10 + global resources on their boarding/enablement activities
• Worked with technical teams across the globe to assist with issue resolution and problem solving
• Managed projects the customer required in CMS (Cloud Managed Services) (AD Trust, MPLS network connections, VPN, Internet)
• Trained colleagues from different geographies on Confidential CMS processes and procedures
• Experience with waterfall and agile methodologies

Confidential

Project Manager

Responsibilities:

• Coordinated data center server relocations from presales through final delivery at 30% profit margin on average resulting in $500,000 in revenue
• Managed a 43 site Confidential upgrade program keeping the project on time, within scope, and below budget while averaging 30% profit margin resulting in $500,000 in revenue
• Notified delivery resources, vendors, and client with project schedule updates and changes
• Assisted Resource Management in the skillset, availability, coordination, tracking, and scheduling of the core delivery resources

Confidential

Project Manager

Responsibilities:

• Responsible for providing scope, budget, assumptions, and constraints for customer initiated Project Change Request (PCR)
• Ensured all technical teams providing PCR support understood what action is expected of them and in what timeframe
• Ensured technical issues were tracked to closure while providing status updates Monitored financials ensuring PCR did not run over - budget

Confidential

Boarding Manager

Responsibilities:

• Successfully brought seven customers from pre-production to the production desktop cloud environment
• Monitored the build of customer’s network connections and environments to ensure they were completed according to schedule
• Monitored and tracked open technical issues to closure while providing status updates
• Created ticketing documents for customers demonstrating how to open problem tickets

Confidential

Transition Manager

Responsibilities:

• Orchestrated the completion of Service Activation/Deactivation checklists among multiple teams ensuring all devices were audit ready
• Achieved early implementation and remained within budget by effectively facilitating PCR (Project Change Request) with revenue of $500K
• Managed transition costs ensuring they were kept under budget
• Communicated the transition schedule and status to the engagement team, delivery team, and client leading to on-time deployment and seamless understanding of project parameters
• Drove delivery of action items for third party providers
• Improved customer satisfaction by establishing realistic customer expectations for services being provided

Confidential

Delivery Project Executive

Responsibilities:

• Day-to-day customer point of contact ensuring multiple customer web hosting environments were operational on a 24/7 basis
• Tracked all incident and trouble tickets leading to 100% accuracy and completion
• Directed technical teams to ensure incident records were properly assigned, updated, and worked to completion within the customer's SLA (Service Level Agreement)
• Escalation point for the customer and all technical teams achieving high customer satisfaction
• Proactively prevented outages and technical issues by providing root cause analysis of leading problems
• Initiated monitoring of account financials on a monthly basis ensuring gross profit remained in the black for multiple accounts totaling over $5M in revenue
• Coordinated change management planning with the customer and Confidential technical teams resulting in successful plan implementation
• Achieved all SLA’s for 2009 meeting and exceeding all customer requirements
• Ensured successful audit passage by providing proof the customer was notified by Confidential on security issues

Confidential

Focal Account Manager

Responsibilities:

• Attained SLAs by proactively monitoring and coordinating change management planning.
• Generated weekly ticket reports, issues lists, and end-of-the month web server availability reports for review and discussion with customers resulting in the timely closeout of issues
• Updated and modify Confidential -owned documentation (contacts, procedures, hostnames, hardware/software info) to ensure accurate and complete information was disseminated through Help Desk inquiries
• Resolved problem tickets and improved customer satisfaction by collaborating with various Confidential technical support groups

Confidential

Technical Support Analyst

Responsibilities:

• I nterfaced between bank personnel and Confidential support groups to procure satisfactory customer service
• Tracked internal and external customer issues via problem tickets to resolution and completion within allotted Service Level Agreement (SLA) timeframes
• Developed all Y2K plans and coordinating and implementing activities to ensure successful millennium transition