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Program Management Specialist Resume

Lansing, MichigaN

OBJECTIVE:

Position of Program Manager

CAREER SUMMARY:

  • Thirteen (13) years experience in Program Management managing the service delivery of several major accounts.
  • Eight (8) Years as a Program Manager
  • Five (5) Years as a Program Management Specialist
  • Managed service delivery including IMAC of CISCO network equipment.
  • Manager inventory of customer owned equipment
  • Thirty one (31) years of experience in the field, servicing computer systems from page printing systems to large multi - processor mainframes to minis to PCs and LANs to third party systems.
  • Seventeen (17) years as a Field Service Engineer.
  • Ten (10) years as a CIC, supervisor or group leader.
  • Two (2) years as a District Manager
  • Two (2) years as an SOS or DOS
  • One (1) year experience as an internal ISO9000 auditor.
  • Three (3) years of experience in sales of commercial two-way radio communication systems.
  • Improved the quality of service delivery
  • Implemented regular status meetings with clients to discuss business issues - both positive and negative.
  • Used Root Cause Analysis to analyze problem with service delivery issues and quality.
  • Took an aggressive role in improving the Hughes performance numbers by cross seven additional FSRs on Hughes Satellite Systems for better geographical coverage.
  • Participating in regular scheduled Customer status meetings.
  • Instrumental in improving the overall customer satisfaction situation with the customer ( Confidential ) as well as with Confidential .
  • Instrumental in accelerating plans to get district FSR trained and certified on Dell products.
  • Project Manager charged with the hardware installation of a tandem DPS9000/900 at the State of Michigan and consolidation of three large State departments. Activities included:
  • Compilation of electrical, environmental, and physical site prep data.
  • Scheduled and coordinated the hardware installation team.
  • Scheduled and coordinated the relocation of harvested equipment from the three existing mainframe sites--Included subcontracted labor from STK and North American Van Lines.
  • Scheduled and coordinated the removal of excess equipment from the three existing mainframe sites.
  • Generated approximately $250,000 of professional services.
  • Lansing workgroup received Performance Plus for outstanding effort.
  • Functioning as District Corrective Action Leader. Conducted local pre-ISO audits for the Southfield District office and Indianapolis office.
  • Assisted in Confidential ’s obtaining ISO9001 by participating in the internal auditing of three district offices in the Central Region.
  • Coordinated the PC of district field engineers to meet the company deadline for A+ .
  • Improved customer satisfaction at Confidential ’s DPS8000 system through personal involvement in the site maintenance and implementation of scheduled status meetings to discuss their equipment problems and following through to their resolution.
  • Instrumental as District Manager in the replacement of a non-performing XPS-100 system with a DPX/2 at Confidential .
  • Customer was very satisfied and had offered use of their system as a . Quality received as a result of customer letter.
  • As a new District Manager, I improved the district’s standing from next to last in the nation to mid-point.
  • Chairman, Confidential Availability Management Team for DPS9000 in Ft. Wayne, charged with the task of monitoring and improving the performance and reliability of their system. Team was the recipient of a Quality .
  • Directed maintenance activities of five engineers in Ft. Wayne area including large and multiple systems at General Electric.

AREAS OF EXPERTISE:

  • I am experienced managing Cisco Network Communication service including IMAC activity and COE inventory management
  • I am experienced on a wide range of computer systems from large scale systems to single PC users, Nipson and Delphax page printing systems, as well as a variety of third party equipment. I can relate to and empathize with the customers’ respective problems.
  • I have good interpersonal communication skills and can work with a variety of individuals of various levels and functions. I have given presentations to both large and small groups.
  • I enjoy working with customers and get satisfaction out of helping to resolve their problems.
  • I have a positive attitude and outlook toward things that surround me, and I portrait a positive and professional image in my dealings with customers as well as those that I work with.
  • I am ambitious, goal oriented and eager to learn new things.

WORK EXPERIENCE:

Confidential, Lansing, Michigan

Program Management Specialist

Responsibilities:

  • Managed service delivery to major telecommunication accounts with locations in the US and Canada.

Confidential, Lansing, Michigan

Program Manager

Responsibilities:

  • Managed service delivery to several major accounts in many US locations as well as international locations in EMEA, LATAM and APAC.
  • Computer Field Service Experience:

Confidential, Lansing, Michigan

District Operations Specialist

Responsibilities:

  • Assistant to District Manager.
  • Managed diverse work force in outstate Michigan comprised of Retail, System, and Olsy customer bases and field service people.

Confidential, Lansing, Michigan

Systems Operations Specialist

Responsibilities:

  • Assistant to District Manager.
  • Responsible for managing a large geographic area and field work forces in Michigan, Indiana, and Illinois.

Confidential, Lansing, Michigan

Account Manager/Group Leader

Responsibilities:

  • Responsible for all hardware related activities surrounding the consolidation of three large State Departments into the newly installed Confidential ( Confidential ) tandem DPS9000/900.
  • Acting as account manager for Confidential ’s DPS9000/900 and Confidential ’s quad DPS8000.
  • Performed group leader activities as required for the Flint, Lansing, Grand Rapids, and Battle Creek work groups involving a wide variety of systems and third party equipment.

Confidential, Lansing, Michigan

Account Manager

Responsibilities:

  • Responsible for maintaining customer satisfaction at Michigan Dept. Of Social Services DPS90/93 system, attend regular weekly status meetings, and act as a liaison between the customer operations and Confidential management.
  • Perform CIC duties and maintenance activities on a variety of proprietary and third party equipment in the Lansing/Jackson area.
  • Responsible for improving customer satisfaction at Confidential ’s quad DPS8000 system.
  • Set up a system to improve the maintenance strategy for maintaining the state-wide network of printers.

Confidential, Lansing, Michigan

District Service Manager

Responsibilities:

  • Responsible for twelve service engineers and the computer service delivery in Michigan’s lower peninsula with the exception of the Detroit area and the State’s southwest corner.

Confidential, Lansing, Michigan

Field Engineer

Responsibilities:

  • Performed maintenance on computer systems and associated peripheral equipment including large, medium, and small scale systems, minis, PCs and LANs, as well as supervising and directing the work of a Customer Support Unit consisting of up to five field engineers servicing the northeast quadrant of Indiana.
  • Set up and directed status meetings at Confidential and Confidential to resolve customer situations surrounding complex problems and to improve customer satisfaction through continuation of these meetings.

Confidential, Detroit Michigan

Field Engineer

Responsibilities:

  • Responsible for servicing large scale computer systems in the Detroit area.
  • Systems included GCOS and Multics based systems in both on-site and mobile work group environments.

Confidential, Columbus, Ohio

Field Engineer

Responsibilities:

  • Performed maintenance on large scale computer systems primarily at Confidential and other large scale and small scale systems throughout central Ohio.

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