SUMMARY

• Seasoned, multifaceted, and performance - focused professional, with broad-based experience in all aspects of technical project management.
• Possess expertise in handling and accomplishing various technical projects within the allotted budget, time frame, and client specifications.
• Display skills in requirement analysis while maintaining compliance with company standards and governance.
• Display effectiveness in developing strong relationships with various industry professionals to meet client requirements toward business growth and development.
• Employ articulate communication skills in interfacing with diverse individuals by using bilingual fluency in English and Spanish with working knowledge of Portuguese.

Areas of Expertise

• Project Management
• Risk Mitigation
• Client Interaction
• Reporting and Documentation
• Technical Support
• Cross-functional Collaboration
• Training and Development
• Process Improvement

TECHNICAL SKILLS

Operating System: Windows Vista, Windows 7, Windows 10, and Macintosh

Word Processing Software: Microsoft Office Applications (O365, Power BI, Flow, Planner, Forms, Teams, SmartSheets, One Note, Project, Word, PowerPoint, Excel, and Outlook)

Database Management System: Microsoft Access

Antivirus: Symantec: Norton Utilities

Ticketing Software: Support Magic, Remedy, ServiceNow, Tivoli, Clarify, and HelpSTAR

Other: Microsoft Exchange, Active Directory, OS/MVS JCL, TSO, Microsoft Lync, Citrix, AirWatch, and VMware

PROFESSIONAL EXPERIENCE

Confidential | Englewood Cliffs, NJ

Project Manager

Responsibilities:

• Provide Project Management services to Confidential with O365 migrations, including requirements gathering, as well as initiation, planning, execution, and monitoring and control for 40,000 users and process improvements
• Perform cyber security control rollout through Intune and mobile application management (MAM) for 15,000 users, which were already on O365; implement the policy along with O365 upgrades to the remainder of the company of 25,000 users
• Managed the redesign of the Confidential .com website, which included daily scrum and bi-weekly stakeholder project status meetings, financial reporting, weekly reporting, risk mitigation, developed project charter during initiation phase, planning, execution, and monitoring, along with budget tracking

Confidential | Englewood Cliffs, NJ

Project Manager

Responsibilities:

• Took charge of overseeing simultaneous information technology (IT) infrastructure projects
• Demonstrated skills in recognizing, evaluating, and prioritizing project risks to ensure on-time project completion within the assigned budget
• Directed multiple teams and delivered post-migration coverage
• Prepared documentation and maintenance of technical procedures and support-level protocols
• Developed pre- and post-migration reports including frequently asked questions (FAQs), as well as lessons learned and best practices
• Served as liaison on matters associated with Confidential business
• Updated project documents and submitting weekly and monthly project status reports to stakeholders

Project Manager

Responsibilities:

• Migrated 40,000 mailboxes to the new on-prem Exchange 2016 domestic servers
• Created project charter including assumptions, known risks, and constraints
• Took charge of recognizing stakeholders that would be impacted by the project
• Spearheaded collocated and virtual cross-functional teams by organizing weekly leadership status meetings and daily meetings in collaboration with core project team to guarantee proper execution and monitoring of overall operations
• Held full responsibility in administering assigned budget, while ensuring stakeholder acceptance of final product and closure of project artifacts
• Established stakeholder engagement, created communication management plans, and facilitated procurement selection meetings
• Ensured the delivery and configuration of V-block cabinets based on SOW documentation by leading external resources and internal teams
• Led the development and management of $2.4M budget, while coordinating weekly stakeholder and daily project team meetings
• Handled the closure of all procurement and project documents during project completion process
• Managed AirWatch rollout for all company-owned iOS devices
• Developed and implemented user communications adoption plan and handled internal labor budget
• Delivered weekly status and monthly trend analysis reports to demonstrate progress, while directing monthly lessons learned meeting to gauge user experience and resolve technical issues
• Assumed accountability in arranging all project documents from execution to completion

Confidential | New York, NY

Helpdesk Manager

Responsibilities:

• Managed all operations of helpdesk, responsible for the delivery of 1st and 2nd level support to 2,000 users
• Hired, developed, and led a team of 10 analysts, including administration of annual performance evaluation
• Acted as final escalation point and created workshops and surveys to meet and exceed customer requirements
• Administered end-user support expectations through the execution of self-service support web portal
• Assessed helpdesk performance by reviewing customer survey feedback and monitoring statistical measuring reporting tools
• Initiated methodologies toward the improvement of first-call resolution to manage end users’ perception
• Involved in upper management meetings to effectively manage change control, escalation, and trend reporting
• Coordinated with end user through email regarding several technical issues and IT best practices
• Presided over the negotiation and management of third-party suppliers to ensure competitive pricing
• Rendered support in defining staffing requirements for the migration project of Windows 7 computers, as well as in providing appropriate resources