Interim Infrastructure Project Manager Resume San Jose, California - Hire IT People

SUMMARY

I’m an IT and Infrastructure Project Manager with a bent toward creating stellar stakeholder and customer experiences.
An adept public speaker with ability to communicate technology solutions and their benefits to a variety of audiences.
I am a problem Confidential, great communicator, deft writer, a motivating leader with strong customer facing and organizational skill.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential - San Jose, California

Interim Infrastructure Project Manager

Responsibilities:

Managed teams of network architects and implementation engineers to deliver infrastructure solutions
Project management focused on IT Infrastructure supporting enterprise solutions, IoT, process automation, security
Planning and managing communications, budget, risk and implementations from inception to stakeholder acceptance
Participate in strategic planning initiatives for PMO and helped to create all-up enterprise resource management
Waterfall, LEAN methodologies

Confidential - Foster City, California

HISS Global Operations Project Manager

Responsibilities:

Implemented enterprise IT Tooling (Mac and Windows) and Telephony solutions enabling enhanced support delivery
Engaged and managed all stakeholders from inception through delivery
Designed and managed delivery of all related training curriculums
Built and executed project plans and process flows to ensure deliverables met operational strategy
Provided business configuration in Salesforce event management to meet compliance regulations
Waterfall, LEAN, Agile, ITIL processes eliminating waste and improving team productivity

Confidential - Santa Monica, California

Global Technical Support Manager

Responsibilities:

Created and managed Partner Support program, resulting in measureable improvements in partner relationships
Streamlined communications by implementing writing guidelines, increasing pro-active alerts and communications
Authored and implemented global support policies and programs resulting in faster time-to-resolution by 30%
Implemented KPI’s and other metrics by which individual and team success could be measured with actionable results
Managed projects aimed at Technical Support continuous service improvements
Implemented website improvements providing enhanced self-help resources for customers and partners
Achieved 1st year 90% revenue growth (monetized support environment)

Confidential - Long Beach, California

Technical Support and QA Manager

Responsibilities:

Created and managed a Technical Support environment, sustaining a 97% same-day resolution rate
Improved customer communications by implementing a communications strategy for technical matters
Monitoring and adjustments made to KPI’s to improve success measures of team and individual members
Authored process flows optimizing department performance
Expanded and augmented support website offerings, increasing customer self-help rate
Provided operational oversight on release of all products and SDK resulting in increased product and version integrity
Prepared all discovery, scope, deliverables, risk, and process documentation for project management
Drove functional teams to complete projects on time and within budget

Confidential - Santa Monica, California

IT and Technical Manager

Responsibilities: