Project Manager Resume

OBJECTIVE:

To find a career oriented position in the computer industry in which I can utilize my hands on and educational experience.

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

Insuring that monthly coaching sessions are scheduled for agents to review progress and concerns
Listening to live and recorded calls for quality assurance and scoring agent calls
Collecting PQT data and TQC’s to review with agents
Making sure that agent has all tools and training needed to perform there role
Being up to date with the latest policies, procedures, issues and situations
Attend weekly coaches workshops to review analyst performance
Attend weekly XLT meetings to discuss business continuity
Attend monthly Global coaches meeting to insure global consistency
Interactions with TL’s and TC’s monitoring schedule adherence and performance
Building relationships with agents that build success
Project work
First line of contact for agent issues
Daily monitoring of coaches mailbox
Introducing new ideas to ease work related stress

Assistant Team Consultant / Help Desk Agent

Confidential

Responsibilities:

Supporting Windows 2000 systems in a GI - D environment
Troubleshooting and configuring Office 2000 including Outlook 2000 configuration and support
Troubleshooting hardware issues / Drivers, Hard drives optical drives, memory, display, etc….
Logging tickets via Service Center ticking system after diagnosing issues and documenting problems and solutions
Responding to emails in a timely manner to assist with customer issues.
Supporting customers ability to connect to VPN both traditional and Citrix
Unlocking computer accounts, resetting passwords, and Smartcard support
Troubleshooting Printers and Faxes
Using primus and other tools such as HAT, DRA, Unlock Tool, MMC, and Sage in order to perform daily duties
Blackberry client software
Configuring mount points and network shares
Maintaining customer satisfaction levels by providing customer support above and beyond company standard
Configuring SAP for many different business uses
Maintaining a call handling time to company standards
Providing feed back in weekly huddles to business needs and concerns are discussed
Helping teammates when ever possible to promote a team environment

Confidential

Help Desk Contractor

Responsibilities:

Configuring and Troubleshooting VPN software for remote customers. MSRA and Nortel Contivity VPN client. Also customers LAN whether DSL or Cable based.
Installing and Troubleshooting Windows XP Professional, Windows 2000 operating systems.
Installing and Troubleshooting Office 2003, Office XP, Microsoft Active sync, Blackberry Enterprise Server, Blackberry client software
Assist customers with data migration, ensuring that all Documents, PST files have been transferred. As well as configuring new system by creating a computer account on domain and joining system to the network (Remotely as well as internal). Then ensuring that customers system is up to date with patches and software.
Some Siebel 7.5 support
Ensuring that customers properly backup data by installing backup software as well as instructing customers who to manually backup data.
Troubleshooting connectivity issues to the network. (Internal and external)
Troubleshooting hardware issues / Drivers, Hard drives, optical drives, memory, display, etc…..
Troubleshooting Printers and Faxes
Installing and Troubleshooting firewall software (Sygate Security Agent)
Troubleshooting and removing adware and spyware, as well as viruses.
Office 2003/XP support……..Especially Outlook 2003 in an Exchange environment
Unlocking computer accounts, resetting passwords, assisting customers in setting up user shares
Creating tickets using Remedy/Quest and OVSD ticketing/helpdesk software. Our group has 90% resolution track record for over a year.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship