Project Manager Resume Profile

SUMMARY OF QUALIFICATIONS

IT Professional with over fourteen years of experience in IT Operations and support.
Provided support to customers with large and small IT environments with a focus on customer satisfaction and monitoring.
Managed Technical and Service Support teams.
Understands IT environments along with the relations and dependencies of different technologies website/server/network/database/e-mail/etc .
Proficient in ITIL best practices and concepts.

PROFESSIONAL EXPERIENCE

Project Manager

Confidenital

Project Manager Contractor for Ford Motor Company's websites.
Coordinated with multiple teams to ensure critical defects were addressed before being deployed into production as a Release Manager.
Created reports for distribution to the teams, and customer, relating to the status and results of the releases.
Managed and monitored defects and feature requests.

Confidenital

Determined the requirements, interviewed, and hired for the Product Support Technician position.
Train Support personnel on the tasks and processes the position requires, the software suite, the support tools, and arranged for his formal training.
Developed processes for North American Support and coordination with the Consulting team.
Managed vacations, hours, and tasks for the Support team to provide for required support coverage.
Ensures Service Level Agreements for the customers are being met.
Develops relationships with customers to understand their needs and to keep customer satisfaction high.
Support Engineer for the Product Information Management PIM software suite.
Train customers on the use of the PIM suite.

Service Delivery Lead

Confidenital

Service Manager Incident and Problem manager supporting General Motors websites. Responsible for ensuring Service Level Agreements are being met, proper people engaged during an outage, and getting issues resolved as quickly as possible.
Release Manager The final approval for Change Requests before being deployed into production.
Website Security Officer Ensured that supported websites were compliant according McAfee Secure scanning. Worked with the technical teams to resolve new vulnerabilities or any open vulnerabilities prior to a sites promotion to production.
Jira Administrator Provided users with Jira accounts as well as managing project collections.

Incident and Configuration Manager

Confidenital

Configuration Manager - Responsible for ensuring detailed asset information in ticketing system database are accurate and up to date. Developed processes and templates to be used for adding new assets and updating existing ones.

Incident and Duty Manager - Responsible for doing trend analysis on tickets to find areas where we could reduce incidents. Ensured notification Service Level Agreements are being met, proper people engaged during an outage event, and getting issues resolved as quickly as possible. Approved Change Requests and was responsible for getting customer approvals.
Project Manager - Lead a global PC refresh project with the scope of identifying and updating Windows PCs, mobile and desktop phones, printers, monitors, and handheld barcode scanners. Ensured devices were accurate in the database and able to be accurately billed for. Tasks involved training, developing processes, reporting, and gathering updates from individuals.

Delivery Lead - Confidenital

Operations Bridge Manager - Manager of a follow-the-sun model IT operations bridge with 21 members in the US and Malaysia.
Delivery Lead - The lead for Incident, Problem, and Change management relating to North American sites.
Trainer - Wrote training materials and trained technical and support teams on tools and processes in North and South America, Europe, and Asia.
Process Writer - Created Processes and Work Instructions for new requirements and technologies.

Operations Bridge Supervisor Confidenital

First Level Global Network Technician for multiple HP customer accounts.
Supervise 70 First and Second Level administrators for multiple technology towers Network, Unix, Wintel, and Call Center as they perform their daily work.
Responsible for the correct handling of all Incidents that occur within the Operations Bridge Scope to ensure that Service Level Agreements are met.
Train and mentor technical staff in customer relations, tools and processes.
Introduce and implement new customers and technologies.
Provide reporting for significant events to HP and Customer management.
Serve as a focal point for escalations and issues.

Network Technician - Confidenital

First Level Global Network Technician.
Coordinated HP technician dispatch to global sites.

Intelligence Analyst Confidenital

Held Top Secret SCI Security Clearance.
Involved in Strategic Intelligence Analysis, Country Capabilities Studies, and daily Intelligence Reports.
Honorably Discharged.

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