Project Manager Resume Profile

Executive Summary

Motivated IT management professional and former US Army Officer with 25 years' progressive experience, including
extensive involvement in project management and cost control. Experienced building and directing implementation teams
using creative leadership, management and training techniques. Consistently develops, delivers, and manages
operations through process improvement planning, program coordination, and strong business relationships cultivation.
Proficient at delivering IT end-to-end services within the ITIL framework. Reputation for creating and implementing
programs and long-term business strategies aimed at improving operations with a progressive mindset.

Core Qualifications

Accomplishments

Reduced global desktop service delivery costs 40 over 3 years resulting in 2M savings
Lowered VIP Services support costs 50 while improving 7X24 response time
Exceeded IT operating cost reduction targets by 10 year-to-year
Consistently reduced sales support operating costs 5-10 and exceeded 90 customer satisfaction targets
Achieved 20 increase in support center on-time response/resolution for customer requests
Increased Sales and Service customer feedback 30 with improved on-line satisfaction survey process
Led technical response teams and enhanced support agent IT skills to improve first and second tier support
Drafted, edited and updated numerous ITSM support documents, Service Desk processes, procedures and
Knowledge DB, and Service Level Agreements for infrastructure and applications support operations

Professional Experience

Confidential

Global Service Manager for on-site and remote Desktop Support Services delivery in 37 countries

Managed multiple US IT Infrastructure teams and suppliers
Delivered IT end-to-end services through a multi-vendor, multi-application, global outsourced environment
Improved Global Service Desk Desktop Support operations by redesigning Service Management solution
Negotiated and managed multiple cost-efficient service delivery contracts with partners and suppliers
Benchmarked, evaluated and developed value proposition of IT end-to-end services
Collaborated on numerous ITIL Service Management Lifecycle development and sustainment projects
Coordinated with IT development teams on roll-out/improvement of business support tools

Sales Support Operations Manager

Confidential

Supervised multiple Operations support teams for Sales and Service organizations
Recognized as top internal support organization
Implemented effective cost-savings measures to reduce multi-million dollar operating budgets
Designed and rolled out company-wide on-line Customer Order Fulfillment Tracking System
Rolled out new tools and processes to support Sales and Service organizations
Mapped IT tool technology investments, refreshed plans, and retirement timelines based on key business trends
and service consumption patterns
Analyzed Customer feedback to improve service delivery deltas, and drive support processes

Confidential

Managed internal customer support to 6,000 Siemens ICN employees and distributors
Developed and grew regional support group to company-wide service delivery organization
Integrated IT outsourcing operations in North America with Siemens Business Services
Upgraded comprehensive Service Desk incident management and CRM software solution
Improved ISO-9001 quality-compliant operational support business processes within allocated budgets
Recognized/rewarded teams and individuals who exceeded 90 customer satisfaction targets

Confidential

Confidential

Supported and cared for terminally-ill immediate family
Completed ITIL Foundation Certification in IT Service Management
Advised school district budget advisory committee youth center oversight committee
Assisted in a variety of Church activities