SUMMARY:

• Goal - oriented and collaborative IT professional with experience managing the development and implementation of IT projects through project management methodology to support growing IT services in alignment with business goals and objectives. Proven technical, analytic and problem-solving skills with the keen ability to assess needs, define requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Extensive experience managing large, complex IT projects and technical personnel with strong verbal and written communication skills and solid work ethics.

TECHNICAL SKILLS:

Methodologies: SDLC, Lean Six Sigma, Waterfall, PMBOK, ITIL Framework, Change Management, Service Level Management, Service Desk, IT Service Continuity Management, Service Support and Service Delivery

Systems: MS Windows Server, Unix, MS Exchange, Citrix, Windows 10

Networking: Cisco ASA appliances, Router and Switches. MPLS circuits. T1 circuits.

Virtualization: VMWare VSphere

Storage: NetApp and Dell EMC SAN Storage

Telephony: Cisco Call Manager, UCCX and Unity Messaging

Databases: MS SQL Server, MS-Access, MySQL

MS-Suite: Office 365, MS-Office, MS-Outlook, MS-Visio, MS-Power-point, MS- Project, Skype for Business, MS Teams

Testing Tools: HP Quality Center, Testing Scenarios and testing scripts

Digital Workflows: Service Now Project Management, Incident Management, Asset Management, Change Management, Problem Management, Service Desk, Reports

PROFESSIONAL EXPERIENCE:

Confidential

Sr. IT Project Manager - End User Computing

Responsibilities:

• Responsible for the strategic and tactical planning and execution of EUC projects to support program objectives
• Responsible for the of CSL and KPI metrics defined by the SOW
• Client facing role. Provide weekly program status updates and reports to stakeholders
• Responsible for USA, Canada, and Latin America EUC operations as part of a global team
• Responsible for reviewing and maintaining operational processes and implement process improvements
• Responsible for identifying risks and developing mitigation plans
• Responsible for managing resource teams of 100+ members across USA, Canada, and Latin America
• Sample projects include:
• Deployment of ‘First Day Office’ PCs to 10K+ new hires annually
• Deployment of 25K+ ‘PC Refreshes’ annually
• RAM Upgrade
• Windows OS Upgrade
• Retrieval of ‘Last Day Office’ PCs for terminated employees

Confidential

Sr. IT Project Manager - Infrastructure

Responsibilities:

• Responsible for the development of the IT Project Management Office (PMO) by establishing PMI methodologies and best practices
• Responsible for enhancing the IT PMO maturity level and gain IT organization to adopt new methodology
• Managed technology projects from inception to completion. Identify requirements. Develop and execute project plans.
• Identify risks, facilitate meetings, lead discussions to identify solutions, and drive results. Take ownership of the project and seek input from stakeholders
• Identify all stakeholders, their role in the project and how are they impacted. Manage their expectations by actively communicating status and ensuring their concerns or interests are being managed effectively
• Develop and implement effective communication plans. Assign tasks and keep owners accountable for completing the tasks on a timely basis.
• Actively identify potential challenges and seek input from project stakeholders to identify mitigation plans. Put mitigation plans in place and communication status of those plans to management
• Managed IT Infrastructure projects in an environment composed of a corporate office and 13 manufacturing plants throughout the US with 550 servers and 1600 client PCs.
• Managed Data Center Migration project
• Managed Windows 10 Deployment and Upgrade Project
• Managed LabelView manufacturing project. Upgrade the packaging label software for the production lines
• Managed Deployment of CommVault Edge Backup System
• Managed Disaster Recovery Tests
• Managed Office 365 upgrade project: Office 2016 and SONUS 2015

Confidential

IT Project Manager

Responsibilities:

• Managed the delivery and execution of projects including the development of project charters, project plans, project schedules, risk management plans, resource plans and daily management of project deliverables.
• Responsible for the effective and prompt communication regarding project progress and updates to upper management and project team.
• Effectively communicate with executives, physicians, project team, technical resources and entire stakeholders.
• Provide direction and problem solving leadership to project team.
• Stimulate collaboration among team members to make sound decisions and overcome problems.
• Manage implementation of hospital systems like Life Watch, Vision Tree, Alteer, Intellishelf, M-Modal, Open Specimen, Quality Link, Sysmex WAM, SPM Microsystems.
• Managed HCM Peoplesoft upgrade project

Environment: EPIC, Microsoft Networking, MS Office, SQL Server, MS Project, MS Visio

Confidential

IT Project Manager

Responsibilities:

• Managed the delivery and execution of projects including the development of project plans, project schedules, risk management plans, resource plans and daily management of project deliverables.
• Managed projects on modules related to Member Eligibility, Providers, Claims, Encounters, Care Systems and Member Online Directories
• Prepared weekly project status reports to communicate project progress to stakeholders and project team members
• Created the budget for projects. Monitor changes to the budget and communicate that to the key stakeholders.
• Prepare Change Requests to add requirements to existing scope baseline
• Coordinate the execution of User Acceptance Tests (UAT)
• Coordination of the setup, availability and user access/permissions of the different test environments (IT - DEV, UAT, Config, Claims Testing and SIT)

Environment: QNXT, .NET, Primavera, MS Office, Quality Center, SQL Server, MS Project, MS Visio

Confidential, Riverside, CA

IT Manager

Responsibilities:

• Develop project charters and project plans specifying goals and objectives, project deliverables, milestones, estimated costs, timelines, staffing, scheduling, risks, and contingency plans.
• Create and impart presentations to stakeholders and members of the executive team to make business cases and seek approval and support.
• Maintain close and frequent communication with stakeholders and members of the management team regarding project updates, issues affecting the scheduled progress of the project and resolutions.
• Organize regular project update meetings with project team members to monitor the progress and health of the project and detect potential problems before they become larger issues.
• Provide guidance and direction to members of the project team. Make decisions congruent with project goals and objectives.
• Build out of a DR site and other large remote offices. These projects involved the following technologies: MPLS and Internet circuits, Cisco networking equipment, Ethernet cabling, electrical and UPS equipment, VoIP telephony, virtual servers, MS Terminal Services, SQL Clusters, IIS Clusters, Network Load Balancers, PCs and thin clients, physical security and surveillance systems
• Manage the upgrade of the following systems: Cisco Unified Communication Manager, Cisco Unified Contact Center Express, Calabrio Call Recording, Quality Management and Work Force Management
• Manage Computer Systems upgrade projects, Software and Licensing compliance projects, computer infrastructure projects, IT governance and Compliance projects and Process improvement projects.
• Institute a Change Management process to implement system changes and updates in a controlled and systematic manner using ITIL framework
• Lead the organization to achieve Statement on Standards for Attestation Engagements (SSAE16) type II to provide customers and partners with a level of assurance of corporate Information Technology (IT) controls
• Improvement of the organization Information Security and Privacy Protection Program and the development of many other key IT policies and procedures
• Lead the organization to comply with government agencies regulatory requirements and prepare for technology audits and infrastructure reviews
• Implement Disaster Recovery and Business Continuity Plans including the build out of the DR site, data and virtual infrastructure replication to DR site and execution of annual testing.

Environment: MS Windows Server, MS SQL Server, MS-Project, MS-Visio, MS-Office, ITIL Framework, Cisco Networking - Routers and Switches, MPLS Circuits, VMWare virtualization, NetApp SAN Storage, Cisco Telephony - Call Manager, UCCX and Unity Messaging, Calabrio Quality Management (QM), Solarwinds Orion network and virtual infrastructure monitoring tool and Track It Help Desk Management.

Confidential, Anaheim, CA

IT Support Manager

Responsibilities:

• Using analytical techniques identified the primary root cause for high volume support calls. Identified the need for a streamlined business solution. Formulated a business case for the development of a software application to implement the business solution.
• Managed the development of a Port Forwarding software application using PM methodologies.
• Lead and manage the company web site redesign project to provide more on line self-support resources and tools and provide a better overall experience to the customers
• Implement Six Sigma principles to identify deficiencies, streamline processes and increase productivity in the call center.IT Management
• Managed 12 technical personnel. Responsible for the daily operation of the call center.
• Hire new talent and perform annual performance reviews
• Manage all IT functions for the organization including software, hardware installs, troubleshoots and systems administration.

Environment: MS Windows Server, MS SQL Server, MS-Project, MS-Vision and MS-Office suite

Confidential, Diamond Bar, CA

Information Technology Manager

Responsibilities:

• Lead the organization in the conversion of the Customer Relations Management (CRM) and Association Management Systems (AMS) to a .net based system (netFORUM)
• Develop project charters and project plans to manage IT project through the entire project life cycle.
• Responsible for the development and review of IT Standard Operation Procedures (SOPs).
• Management of the Help Desk department. Defining an SLA with the business units, implementing a self service portal, performing a root cause analysis on re-occurring problems, developing escalation procedures, assigning tickets automatically via skill routing and conducting satisfaction surveys for internal customers.
• Support MS Exchange Server and 100 clients running Outlook 2003 and 2007.
• Support Great Plains Accounting system and SQL servers.
• Setup, maintain and troubleshoot network switches and routers.
• Maintain the Blackberry Enterprise Server and provide blackberry support to mobile users.
• Maintenance and support of the phone and voice mail system.
• Maintain and support a Mac OS X server and 10 Mac clients in a magazine production environment.
• Responsible for maintaining support contracts with software, hardware, and IT infrastructure vendors and consultants.
• Report to upper management current issues and work together to advance strategic goals.
• Successfully streamlined several IT processes using the Lean and Six Sigma Methodologies.
• Perform annual reviews and staff couching for IT staff.
• Conducted on equipment and software utilization.

Environment: MS Windows Server, MS SQL Server, MS-Project, MS-Vision and MS-Office suite, Avectra NetForum CRM