SUMMARY

• Results oriented IT professional with 5 years of overall experience in IT Service Management, Project coordination, software administration and supporting clients in a variety of industries - IT, Retail, Manufacturing, and Government.
• Dedicated, organized and self-directed team member with a keen eye on the bottom line and strong relationship-building skills.
• Proven track record for achieving KPI targets and going the extra mile to meet and exceed the client expectations.
• 3 years of strong accomplished experience as a Project Control Officer/Project Coordinator/SDLC
• 3 years of rich expertise providing support in IT Service, ITSM, Incident/Change/Problem/Asset management, Operations and Team management
• 5 years of overall coordination experience providing rich expertise in delivering level I & II IT support to business end users, clients and stakeholders
• 2.5+ years of experience with Service Now and BMC Remedy platform handling tickets, monitoring SLAs, daily reporting and performing administrative activities
• Proficient with MS Office suite including Excel, PowerPoint, MS Word, MS Project, MS Visio
• Amazing ability to manage competing tasks and prioritize as per work complexity
• Remarkable ability to deal confidently with complex business issues by devising creative solutions
• Exceptionally strong team leader who can work independently as well as with minimal supervision

TECHNICAL SKILLS

Microsoft Office: Excel, PowerPoint, MS Word, MS Project, MS Visio, Office 365, MS Exchange Service Now, Remedy, Incident Monitor, Quick base, Oracle project, Adobe signature, Tableau Active directory, AS400, CMDB, SharePoint, Citrix

Monitoring tools: Single Pane of Glass, SMARTS

PROFESSIONAL EXPERIENCE

Implementation Project Specialist/Junior PM

Confidential

Responsibilities:

• Accountable for defining the projects objectives, goals, client requirements, budget, resource allocation, risks, tracking project expenses and reporting to management.
• Owns all the existing, assigned and new requested orders from start to finish
• Responsible for providing scheduled start dates to manufacturing for planning and hardware equipment build schedules for over 300 Confidential locations in Canada
• Works closely with the primary customer contact and/or project manager (managed services) to obtain good Target Finish Dates and determine accurate Scheduled Start Dates
• Executes requirements of orders/projects based on scope of work and required deliverables within parameters of internal processes
• Responsible for answering client queries via outlook, and phone calls professionally and in timely manner
• Manage all date changes to Target Finish Dates and Scheduled Start Dates and Project Scope -Includes accessing impact of changes on triggering product to manufacturing, releasing through transportation, and assuring resources are scheduled
• Works with subject matter experts (Project Managers, JSC, Techs, Subcontractor, Sales, Professional Services, Managed Services etc.) to coordinate internal resources and requirements
• Schedule and conduct weekly meetings to complete new order review and ensure latest data, reports and schedule is available in SharePoint
• Maintain Target Finish Date and Schedule Start Dates to provide a 90day rolling forecast to meet revenue goals
• Manage past dues daily to obtain customer exception notice (CAN) required to close
• Escalate orders and manage issues for any order that will not close in the forecasted month
• Responsible for generating the invoices, getting approval and sending for client signatures

IT Project Control Officer

Confidential

Responsibilities:

• Develop, monitor and update dates, notes, project work plans, project schedules, reports and budgets
• Responsible for planning and delivering successful weekly project targets
• Coordinate with available resources and schedule them to ensure project is delivered within allocated timeframe, budget and scope while meeting client expectations
• Creating and keeping records of daily, monthly and weekly status reports
• Manage 15 IT Engineers for product installation and deliverables for internal and external clients
• Administering any date changes for start or end projects, re-schedule meetings and coordinating available resources for any last-minute changes in services using MS Project
• Coordinating with stakeholders through the project phases to ensure client satisfaction and all their requirements are met as project advances
• Assist subject matter expertise (Project Managers/Project Leaders/Techs, Subcontractors, IT Professionals, Executive Assistants)in developing project artifacts like project charter, requirements, work breakdown structure, budgets, schedule, risk logs, lessons learned, et cetera
• Managing and interacting with 1500+ users for Windows 10 project migration activities on weekly basis
• Escalate on any delayed orders or project deliverables throughout the different project phases
• Responsible for hitting 50 targeted users to migrate from Windows 7 to Windows 10 on weekly basis
• Keeping old units for 5-12 days after deployment and escalate collectibles to SNI team if overstocked
• Manage daily installations and keep record of shipped and assigned assets per Tech

Incident & Project Coordinator

Confidential, Mississauga, ON

Responsibilities:

• Assisted with Migrating BMC Remedy to Service Now projects ensuring all the information, contents and fields are mapped accurately
• Manage and assess change control process for deployment to production environments in BMC Remedy and ServiceNow
• Responsible for acknowledging all the incident and service request tickets in ServiceNow
• Facilitates resource engagements and applicable escalations to management either internally or externally on Projects, Incidents, Service requests, Problems, and Changes requests.
• Conduct weekly meetings to review and monitor the overall progress of project
• Engaged resources on any P1/P2s activities, escalations, rescheduled tasks for critical requirements
• Identify the issues, analyze and troubleshoot problem areas, test and compare results with project team on on-going projects
• Assisted with software migration projects from planning phase to putting into production environment while supporting new IT processes, tools, servers and services
• Train and provide guidance to IT Technical groups on new tools and services
• Project planning, scheduling, resource engagement, managing, and closure process
• Developed a Knowledge database while working with System Engineers for Subject Matter Expertise in ServiceNow
• Assisted the Project Managers, Directors, Internal Auditors, Consultants and Senior management
• Lead and Managed team of around 40 IT Support Engineers for day to day operational activities
• Experience in organizing and facilitating scrum and agile project management methodology

IT Service Desk Administrator

Confidential, Brampton, ON

Responsibilities:

• Delivered level I & II support to business users and clients by troubleshooting, resolving and involving third level support as required to address application errors, data discrepancies, and queries matters
• Addressed issues in the form of incidents tickets, walk-ins for internal and external users as well as clients
• Monitoring application systems by regular scrutiny of reports from alert systems, note problems and identify performance trends; making recommendations on possible solutions to address identified issues
• Reviewing application configurations and making recommendations on new configurations or implementation of new features to ensure application usage is optimized
• Reduced overall end-user support costs through optimized service delivery and troubleshooting process