TECHNICAL SKILLS

• MS Project
• MS Lync
• Outlook
• MS Office
• Suit & 365
• IEVisio
• Windows 7
• XPNT 4.0
• SharePoint

PROFESSIONAL EXPERIENCE

Confidential, Charlotte NC

Project Manager

Responsibilities:

• Manage multiple simultaneous multi - facet projects including VM server installations, Nortel and Cisco IP phones, HP hardware, Omnicell upgrades, Sunquest interfaces, Checkpoint Wireless monitoring access points, Xerox and Intermec printers
• Maintained excellent customer satisfaction survey reviews to improve quality product delivery and customer experience
• Request quotes and approval for hardware and software purchases, and submit PO requests for budgets exceeding 12 million dollars
• Create budgets and estimated cost breakdown structure for requested projects, and updated estimated completion dates
• Facilitate meetings with clients, internal and external resources to determine project requirements for successful implementation
• Submitted template work order to varies internal resources for task completion of requested services for data cabling, electrical, and project related work effort
• Review technical document requirements and present projects for approval to Information Service Approvers Steering committee for net new projects into the infrastructure environment
• Coordinate moves with architecture PM and end clients to include furniture, monitors, desktops, laptops, and printers
• Provide customer status updates biweekly to ensure project is on schedule and tracking toward completion

Confidential, Atlanta GA

Project Manager-Implementation

Responsibilities:

• Responsible for transition of projects from purchase to implementation, ensuring all contractual objectives are met and customers are satisfied thru SDLC
• Developed customized Statements of Work (SOW) in response to customers’ Request for Proposals (RFP’s) for networking solutions to improve productivity in clients’core business functions
• Prepared project plans using MS Project to track status, and maintained issues log for contingency
• Interact with GA State agencies to understand project scope, requirements, business scenarios, customer needs and also to manage business concerns to meet customer satisfaction
• Performed inspection of sites to document list of requirements, infrastructure needed, Bill of Materials (BOM) and potential barriers to success of pending installations
• Successfully managed simultaneous medium to large scale hardware and software deployments with budgets up to 1.2 million annually
• Used WBS, Critical Path Method, Network Diagrams in working with project teams to develop final scope, allocate resources to different tasks, and prepare project schedule and cost estimates
• Project managed implementation engineers, coordinated and managed vendors, tracked inventory, and facilitated status meetings with management to ensure projects were on track and within budget
• Served as escalation point in emergencies or when resources were not allocated properly for issue resolution and timely resumption of project implementation
• 35% travel to client site locations throughout the state of Georgia

Confidential, Newnan GA

Director of Operations

Responsibilities:

• Plan, manage, and execute financing, residential care, staffing coordination, inventory, accounts payable/receivable to full life cycles to increase value and lower cost for various departments with budgets up to $500k.
• Support management staff on daily operations to ensure company budgets, customer, family, and vendor operations projects are on schedule target dates, within budgets and alien with corporate goals.
• Tasked to scope strategic market planning, business growth models, and challenged to maintain census quota in competitive markets
• Responsible for process improvement in the areas of product deliveries, inventory control, maintenance repair cost, and staff retention.
• Supervise direct reports responsible for implementation of software packages designed to increase record management efficiency within the organization.

Confidential, Atlanta GA

Project Manager Business Process Improvement/Technical Analyst

Responsibilities:

• Key project manager for consolidating the Atlanta corporate business unit halp desk into one consolidated halpdesk which serviced over 8,000 employees
• Lead project manager for the corporate redesign of the Knowledge Management website which enables “google” searching for troubleshooting knowledge solutions using structured knowledge
• Developed and worked with COE (Center of Excellence) halpdesk teams in understanding application needs to halp reduce redundancy in critical applications and to reduce downtime
• Review and analyze ITIL metrics and met with various IT support groups to discuss how to improve response time to cases and increase first call resolutions resulting in over $100k cost savings per year
• Meet with IT support providers to obtain support information on their systems and applications and ensure they follow the corporate Change Management process when implementing new or making changes to existing applications
• Collaborated with Senior level management to review project status to validate requirements and deliverables are being met
• Responsible for working with application developers and data center operators using Visual basic, SQL, .Net, C++, AS400, DB2
• Review and document issues at the end of the project cycles and perform project turnover to key sponsors

Network Support Engineer/Analyst

Confidential

Responsibilities:

• Provided trending analysis based on environmental names and a weekly report of changes to the knowledge base environment
• Prepared and implemented recommendations for improvement to knowledge base that housed various procedures for over 350 applications
• Wrote business processes for 24X7X365 Call Center environment assisting over 5,000 corporate wide employees proactively and reactively to alleviate redundancy on processes and avoid network outages
• Drafted Visio diagrams detailing step by step procedures for new and existing changes or additions to the business environment.
• Regularly achieved and often exceeded designated quota of 95% customer satisfaction and Service Level agreements with business customers
• Meet weekly with Managers and Senior Management to provide statistics on specified Service Level agreements with business customers and document areas of improvement.
• Scheduled regular one on one training sessions to department team members to ensure consistent distribution of information resulting in higher accuracy of knowledge dissemination.

Continued

Confidential

Responsibilities:

• Resolved end customer desktop issues to include software and hardware breakfix resolutions on operating systems for Windows NT/2000/XP
• Assisted remote clients to access corporate network via VPN and Cisco dial up
• Performed hardware builds in corporate environment using standard imaging software and captured asset management information using the ACT software
• Backup client data in preparation of new hardware installation
• Support clients using TCP/IP, DHCP, and Static IP configuration to allow access to the LAN/WAN network
• Create and add end clients to appropriate OU to ensure proper policy and permissions are granted based on access rights
• Document all task resolutions in the corporate call tracking Clarify system
• Responded to 1st level support calls via the Avaya phone system or customer site visits