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It Support Specialist Resume

Miramar, FloridA

SUMMARY:

  • Accomplished Project Manager with 15 years of experience in IT and 8 years of experience in Project Management driving impactful project plans, overseeing work of multiple teams, saving costs, and delivering results that exceed expectations.
  • Successfully executed scope, scheduling, issues and risks, communications, expectations, Earned Value Management (EVM), financial and condition of satisfaction management disciplines.
  • Managed corporate projects involving interdependent work streams and change management.
  • Expertized applying both Waterfall and Agile methodologies in Full Project Software Development Lifecycle (SDLC) for both Application Migration and Software Development from inception to deployment.
  • Articulate communicator skilled in analyzing client requirements, delivering clear project vision, reporting progress, negotiating with various stakeholders, and motivating and training teams to achieve high levels of accomplishment.
  • Proven mentor, trainer and director of multidisciplinary teams in line with aggressive performance metrics in order to maximize level of productivity.

CORE COMPETENCIES:

  • Team Management
  • Project Management
  • Reporting & Documentation
  • Budgeting & Cost Control
  • Database Design (RDBMS)
  • Earned Value Management (EVM)
  • SDLC
  • Waterfall & Agile (Scrum)
  • MS Project & Primavera P6
  • Advanced Microsoft Access
  • SQL
  • Leadership & Training
  • Workflow Process Analysis
  • Problem Analysis & Resolution
  • Client Relationship Management
  • PMBOK best practices
  • Business Process Management
  • Resource Management
  • Liaison with Senior Executives and Vendors
  • Advanced Microsoft Excel

PROFESSIONAL EXPERIENCE:

Confidential, Miramar, Florida

IT Support Specialist

Responsibilities:

  • Diagnosed and resolved computer problems, completing 10 tickets/day on average.
  • Set up new user accounts troubleshooting passwords and access issues.
  • Managed stocks of equipment, consumables, and software licensing.
  • Used ServiceNow Enterprise Service Management software for tracking systems users’ requests and incidents.
  • Promptly tracked activity of all service requests by maintaining a well - organized database.
  • Analyzed recurring problems or patterns of problems and reported them to specialists and management improving service levels.
  • Troubleshot technical issues communicating with users in person or on the phone, achieving consistently quick, complete resolutions and providing excellent customer experience.

Confidential

Project Manager

Responsibilities:

  • Experienced applying both Waterfall and Agile methodologies in Full Complex Project Software Development Lifecycle (SDLC) for both Application Migration and Software Development from inception deployment and support.
  • Utilized MS Project & Clarity PPM as project management tools for scheduling, budgeting and managing resources.
  • Led detailed requirements planning including new functionality and optimizations for business units’ applications.
  • Managed project scope, schedule, budget, and resources, setting consistently accurate expectations in various major projects and keeping stakeholders and steering executive team informed via weekly and monthly status meetings.
  • Performed EVM analysis, managed WBS, and identified and optimized critical path.
  • Assembled the project team of 15+ professionals including software architects, developers, business analysts, operations personnel, DBAs, QA testers and vendors).
  • Assigned tasks and managed execution according to plan.
  • Maintained productive, collaborative relationships with internal stakeholders and customers, resulting in increased work efficiency and adherence to the needs of multiple organizational goals.
  • Understanding government regulations on project delivery, met tight deadlines, delivered projects on time and on budget, and averted fines.
  • Documented project changes issues and risks and addressed all client concerns in a timely manner.
  • Mitigated inherent schedule flaws by engaging the team in planning and estimating, receiving early feedback, and addressing slips directly with stakeholders.
  • Resolved specifications breakdown (missing or misstated requirements) by constantly involving and overseeing end-users/customers and developers (Agile methodology).
  • Ensured end user commitment by involving management.
  • Decreased employee turnover by managing project milestone effectively.

Confidential

Junior Project Manager

Responsibilities:

  • Planned, scheduled, and controlled large scale software development (SDLC) projects for various internal clients (business units).
  • Stated project objectives, defined scopes, tracked changes to requirements, and performed and documented change management best practices according to PMO standards.
  • Developed milestone driven timelines with critical path, identified key dependencies and addressed all client concerns in a timely manner. Managed and negotiated scope changes with stakeholders (MS Project & Primavera P6).
  • Balanced resource capacity and tracked progress (MS Project & Primavera P6).
  • Monitored and visualized project performance versus plan (MS Project & Primavera P6).
  • Conducted what-if analysis (EVM analysis) and analyzed alternative project plans.

Confidential

IT Manager

Responsibilities:

  • Designed and implemented Oracle based application software (RDBMS) in order to automate cadastral registration.
  • Managed multiple internal infrastructure projects for software development across internal domains with IT development and engineering utilizing Waterfall methodology.
  • Assisted business users in the coordination, development and performance of in-depth tests for User Acceptance Testing and other post-implementation support.
  • Acted as center point between end-users, IT, developers, and consultants in the configuration, testing, design, analyst, and maintenance of the service management systems.
  • Collaborated with business sponsors to define scope and vision for new IT solutions resulting in efficient project plans and budgets and 100% client satisfaction. Produced project status reports and mitigated risks ensuring completion of all tasks on time and on budget.
  • Planned, developed, and implemented an Oracle-based cadastral registration application for Libertador County saving funds and achieving automation of the information (previously handled manually). Coordinated and performed end-user training of the application.

Confidential

Senior System Business Analyst

Responsibilities:

  • Scheduled and facilitated business requirements sessions for review and scope definitions
  • Developed functional test plans, and user acceptance test plans of self-learning applications.
  • Performed contingency plans to ensure data integrity in various applications.
  • Assisted in the development of data models and interface design specifications.

Confidential - eCommerce Project Leader

Responsibilities:

  • Provided eCommerce solutions, recommended enterprise software, and implemented the integration of business-critical systems for a wine selling site. Defined and documented project work breakdowns, monitored task, status, updated work estimates and incorporated new tasks into plan as needed (MS Project).
  • Collaborated with business owners and stakeholders to lead eCommerce requirements gathering and analysis.
  • Led a project team of 4 people, assigned individual responsibilities.
  • Provided eCommerce functionality expertise during project planning, development and production-support.
  • Reviewed eCommerce platform and architecture to recommend effective options for implementing business functionality.

Confidential

System Analyst

Responsibilities:

  • Program consisted of migrating bank core applications from a Mainframe to a Client Server environment.
  • Applications were migrated using Confidential modules.
  • Confidential is a Service Oriented Architecture (SOA) used for improving the banking process integration.
  • Tested bank distributed operations, and performed conversion interfaces of checking and savings COBIS’modules.
  • Contributed to mainframe banking interfaces’ design.
  • Participated in the analysis and design of business continuity plans.
  • Initiated data validation and integrity process between the old legacy system and the new Confidential application modules.
  • Recreated test scenarios in pre-production environment to replicate system issues and provided resolutions.
  • Reviewed data structures and data relationship in General Ledger tables on SQL Server database to design SQL queries for clients reporting.
  • Created and loaded metadata per user requirements; created data forms, data grids, reports and data mapping.

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