SUMMARY•

• 8 years IT System Analysis 4 years Infrastructure Project Manager/Coordinator MBA/Project Management concentration PMI PMP certification Support/Analyst in Desktop/ServiceDesk/HelpDesk/PMO Infrastructure integrations, migratins & upgrades PMI Project management methodologies/techniques/tools
• BOM, SOW, WBS, GANT, PERT, EVM, order of magnitude/ scenario/resource/cost - based estimation, process/gap analysis Agile/Waterfall/KanbanExcellent communication/ra

TECHNICAL SKILLS

•MSFT Windows 7 to 10 migrations •MS Office Suite 2016/O365 upgrades •ERP in SAP S/4 HANA, E2E planning/mapping/navigation •High proficiency in DHCP, DNS, TLS/SSL, IPSec 802.1x, IPv4/6, TCP/IP, HTTP/S, Windows/Dell/SQL, VMWare, Veeam, AWS, Azure •Active Directory containers •MSFT Project/Publisher/Access/Excel/Teams/PowerPoint superuser •SharePoint & Share Drive administration/mgmt •Adobe •JIRA/Confluence •Genesys •Salesforce •NiCE •Visio •Clarity PPM • Lotus Notes •Project metric report aggregation and distribution •Cross-platform/Client/C-Suite communication/liaison •Project risk for scope/budget/cost center analysis •Resource utilization metrics •Remedy/Cherwell/Service Now/Manage Engine •Windows/Linux command line •Python/HTML/CSS •PCI/PII/HIPAA/SOP/SOX

PROFESSIONAL EXPERIENCE

PMO Project Analyst/Technical Project Coordinator

Confidential

Responsibilities:

• Collaborated/Coordinated/attended/facilitated meetings with/between client and 7 cross-functional, internal/external project teams for requirements gathering, in/cross-platform process mapping with source code format/metrics in Visio/Excel/GitHub/SharePoint/MicroFocus HP ALM
• Coordinated/reported project progress metrics, technical/operational changes to PMs in MSFT Project/Lotus Notes/ServiceNow/Excel pivot tables, charts, SharePoint site administration/navigation
• Managed access, trained, facilitated meetings with internal/external users in HP ALM navigation
• Managed project resource US/H1B onboard/release process/activity, HR/IT/security access Okta, SSO, Citrix, Lotus Notes, Active Directory, ServiceNow

Service Delivery/Project Manager

Confidential

Responsibilities:

• Collaborated/scheduled/facilitated server programming plans with Service Delivery Mgr
• Architects/Admins/3rd - party vendors for upgrades/migrations/desktop software rollouts with to determine most efficient O365 migration methodology & PCI DSS Compliance across accounts
• Reviewed/coordinated server programming plans combined with cost management methods
• Scheduled/managed NOC engineers for service calls in Cherwell ticketing system
• Reported project progress/status on RFP, SOW, BOM, WBS, KPIs, SLAs
• Managed regional ATM HW Installation & SW deployment for full SDLC/Cradle - to-Grave
• Coordinated/scheduled/facilitated/planned meetings with Banking Executives for regional ATM location placement/service options/SW features/post-deploy support MSFT Project/JIRA/RFP/SOW

Infrastructure/Service Delivery Project Manager

Confidential

Responsibilities:

• Managed Retail B2B service delivery life cycle project management and architecture support Wendy s,
• McDonald s, Subway, City of Toledo Waste/Water Mgmt for network HW & SW.
• Managed multiple/simultaneous project installs for cloud Cisco/Windows/Exchange servers, telecom and telephony networks phone/menu board system/cloud equipment/credit card system/wiring/cabling
• Troubleshot Windows, A/V, VOIP, web applications, software, and network connectivity for network servers, switches, applications, AS/400 and 3rd party plug n plays.
• Coordinated incoming system access, service, incident, & requests via ServiceNow
• Managed enterprise assets, coordinated SAP SOX audits for security protocols
• Led process improvement project to improve ServiceNow end user catalog/knowledgebase

Service Desk Support Analyst/IT Project Coordinator, Semi-remote

Confidential

Responsibilities:

• Programmed ServiceNow ManageEngine for system security monitoring/asset licensing and I&AM
• Coordinated first - line ticket triage in ServiceNow/Manage Engine and JIRA/Confluence with
• Daily/Weekly internal project report creation/distribution with PowerBI/Excel/Splunk/JIRA
• Coordinated PSS DSS/PCI assessments for web applications, SW Devs, and Business Analysts
• Initial POC for all ITSM Service Issues, Level 3 Root Cause Analysis, client/3rd-party applications, AHOD meeting scheduling/facilitation and resolution reporting to IT Managers
• Supervised and trained two IT service desk analysts and one datacenter decommission

Project Lead - LAN WIFI Infrastructure Implementation

Confidential

Responsibilities:

• Ohio State Test Center K - 12 Testing Location - Wireless LAN network commission/decommission
• Bulk equipment receipt, storage, install, safe implementation 75 laptops, wi-fi devices, peripherals
• Supervised 2 technicians
• Managed multi-site Windows 7 to 10 migration, Demarc move, and server-rack decommission
• Managed IP programming hardcode/DHCP/DNS for all desktops/laptops/BYODs on all call center
• HW/SW campaign feature rotations/changes/upgrades/new installs using AD, SQL server, Exchange
• Supervised and trained 2 technicians

Software Development QA Analyst

Confidential

Responsibilities:

• Created front - end white-box test scripts in Excel to be loaded to HP ALM.
• Analyze/troubleshoot micro-web service .NET/API connectivity via Service Now/SQL server R12 GUIs
• Attended sessions/facilitated meetings for client requirements gathering & developer bug tracking
• Wrote/maintained/upgraded technical documents for functional/non-functional process mapping
• Global Windows desktop administration and troubleshooting onsite/offshore. Canton, Youngstown,
• Cincinnati, Arizona, California, Mexico, Philippines, El Salvador
• Completed enterprise moves, adds, changes for desktops, laptops, gateways, servers, switches using
• SQL server, VMWare, WMI, Active Directory GUIs/Citrix/Okta/LAN
• Handled end user HW/SW integrations/upgrades/image refresh/lockouts, password resets, licensing, PCI
• DSS compliance, Salesforce, NiCE, Genesys support. utlook connectivity/personalization during migration from Windows 7 to 10 and Microsoft
• BYOD SW deployment with IIS, SCCM and MDM, Active Directory, Exchange, Computer Management
• Configured, troubleshot and resolved issues with datacenter servers, switches, routers, telephony, & cameras within Cisco/WAN/DNS/DHCP/IPv4/IPv6 systems with remote desktop capability
• Coordinated Demarc move/upgrade and supervised two technicians