SUMMERY

• Polished and highly skilled Project Manager with more than 15 years of Information Technology IT and business management experience with key emphasis in project performance, infrastructure management, processes, and vendor management.
• Providing courteous, excellent, and professional service in difficult environments.
• Mentored staff in methodology and consulting excellence and encouraged best practice in project management and project planning.
• Managed budget for the organization to influence organization's financial profitability.
• Designed and Documented Business System Processes across multiple lines of business
• Built credibility, established rapport, and maintained effective communication with stakeholders at multiple levels, including those external to the organization.
• Maintained continuous alignment of program scope with strategic business objectives, and made recommendations to enhance effectiveness toward the business result and strategic intent.
• Coached, mentored and lead diverse personnel within a technical team environment.

Areas of Expertise:

• Project Management Performance Strategic Planning
• Issues Resolution Risk Mitigation Infrastructure Technical Support
• Client Relationship Management Requirements Gathering Documentation

EXPERIENCE

Confidential

Operations Project Manager

• Planned, directed, and coordinated the operations of a Managed Services Provider. Provided SLA clients a full range of infrastructure management services including network, application, and monitoring services. First in line of communication to all clients reporting their issues/problems. Implemented ticketing system named AutoTask to captured pertinent client information and record account activity, timesheets, billing, and the assignment of resources. Managed all resources for client projects. Pivotal to ensuring that all engineers were well trained, and highly knowledgeable of all SLA client needs, processes, and products.
• Responsible for maintaining all project documentation, monitoring costs, and resources
• Managed and trained the operations team/help desk staff to meet SLA agreement requirements
• Increase the effectiveness and efficiency of Support Services through the improvements of the operations team by ensuring training, best standards and practices, and leadership by example
• Demonstrated leadership and a commitment to high professional ethical standards in a diverse workplace
• Reconciled monthly activity, generating reports for review by executive management and clients
• Constantly challenge our approach, processes, and standards to produce the best possible experience according to industry standards and practices for our clients

Confidential ,Project Manager

• Primary responsibilities were to manage the project teams, ensure they were adequately resourced and that the scope and deliverables adhered to the project timeline. Directly communicated with stakeholders, project leads, developers, and engineers to resolve project issues, and provided weekly reports to management on project performance, goals and recommendations.
• Maintained project plans, risks logs, open items list and meeting summaries
• Ensure resolution of issues, removal of barriers, track tasks, and schedule changes
• Lead project team to meet project schedule and managed scope and issues
• Efficiently managed changed requirements, and development of User Acceptance Testing

Confidential, Project Manager

• Primary responsibilities were to manage the project teams of data center services, desktop support services, IT infrastructure, and IT application support to bring the project to a successful close. Interfaced with senior IT Leadership for scope and recommended method of instruction to manage project/tasks execution. Interact with senior level management and sponsor to report progress of project performance and goals.
• Managed the control of the project scope, deliverables and change requests
• Coordinated resource allocations to ensure high results within defined time and schedule
• Coordinated developers, engineers, and vendors to deliver milestones
• Efficiently managed personnel from different locations and time zones

Selected Achievements:

• Project Manager for Data Center Relocation
• Project Manager for Client Services personnel Relocation
• Project Manager for Internal Application Development, Windows 7 deployment, and new hardware rollout and upgrade

Confidential,Project Manager

• Worked with senior management staff and government officials on the Emergency Communications Transformation Project a New York City initiative post 9/11 which combined the emergency services of NYPD/911, FDNY and Emergency Medical Services. Project was comprehensive and extensive, involving many critical tasks, multiple tracks and other project managers in order to effectively manage new processes including planning and implementing initiatives. Extensive documentation of processes and procedures critical to success of project.
• Monitored the construction aspect of the build out of the physical space at 1 Police Plaza
• Conducted a gap analysis of the technical requirements for the project
• Project Manager for software and hardware rollouts.
• Coordinate meetings and documentation
• Reviewed contingency plans for recovery during the installation of all equipment
• Developed inventory and space analysis for the call Center
• Monitored construction of the new technology infrastructures for the Department
• Prioritize customer matters with a sense of urgency for suitable resolutions
• Confidential Project Management Consultant
• Responsible for managing all aspects of major software deployments, rollouts, and relocations including the planning, documentation, reporting, UAT coordination and implementing Process Excellence PE initiatives and other project initiatives within the Workstation Management Ecosystem.
• Utilized proven project management methodologies to document timelines, project charters and successfully drive projects to closure
• Maintained all project documentation and deliverables including requirements, status reports, meeting summaries, issue tracking, and other PMI approved tools
• Manage the activity and timeline of the project across all tracks
• Deliver projects on schedule, within budget and with superior quality
• Enforce accountability of team members for assigned tasks and milestones
• Assigned and effectively communicated team roles and responsibilities
• Demonstrate a personal commitment to challenge teams best efforts

Confidential

• Developed Network Assessment across multiple systems, local area and wide area networks, conduct a network assessment and make recommendations for the deployment of infrastructure throughout the agency.
• Confidential Program Manager /Senior Network Integrator
• Developed long range IT Program Strategic Plan
• Developed Enterprise Wide GAP analysis Report which identified data and process redundancies and business process re-engineering opportunities
• Confidential Administration of Children's Services ACS , working on a team of management consultants serving as business/systems analyst responsible for analyzing agency's business systems and child program offerings for improvements.
• Conducted a complete analysis of DDC's network hardware infrastructure, establishing a network performance baseline, determining existing network capacity, and recommending suggested upgrades to network hardware and software based on historical and projected network growth
• Produced a network management policy manual specific to DDC's environment and producing a network management policy implementation plan to be used by DDC in implementing an improved network management policy
• Performed a detailed analysis of existing DDC network management policy and toolset. Analysis covers all areas of network management including fault management, configuration management, performance management, security management, and capacity planning
• Advise specific areas of concern including patch management, software distribution, performance monitoring and incident response procedures
• Identified and documented gaps between existing policy and comparable industry best practices identify gaps between existing DDC policy and Comptrollers Directive 1, Directive 18, and DOI CISAFE network management requirements, and document suggested improvements
• Provided capacity planning assistance for local area networks, wide area networks and integration activities
• Conducted annual DOITT reporting audit with the Commissioner and his staff

Confidential Project Manager / Desktop Support

Provided project management and desktop support updating system user information and application usage, as well as Implementation committees including core, training, pilot and transition teams as appropriate

Confidential

Technical Supervisor Hardware/Network support

• Team Leader responsible for successful implementations of more than 1,000 workstation rollouts in accordance with companywide system conversions. In this position, I was held responsible for all critical high-profile projects and served as highest escalation point for issue resolution and risk mitigation.
• Effectively communicate with senior management, client and team members
• Rollout 1,000 clients to Microsoft XP platform from NT4 and 2000 platform
• Conducted surveys to determine client's needs and expectations as far as application access, mainframe connectivity, VPN access and or possibility of hardware upgrade
• Tracked all assignments entering a live work queue within a Remedy call system
• Maintained company billing and work breakdowns, as well as activity logs for all staff members
• Developed and maintained processes and job descriptions documentation for personnel
• Managed all installs, moves, adds and changes at Park Avenue location

Confidential Senior LAN Manager - Projects

• Other responsibilities included:
• Assist in the NYCPD pilot program to implement VOIP
• Oversaw Y2K testing and data conversion in a time critical fashion
• Directed a Service Desk team that closed out 60,000 service calls per year
• Coordinated seamless integration of Local Area Networks into a Wide Area Network
• Managed successful testing, rollout and support of 5,000 workstations in 18 month project
• Managed Service Desk/Technical support that implements workstation rollouts to the user community
• Led training initiative which ultimately reduced departmental spending and increased productivity
• schemes within a LAN/WAN infrastructure. Expertise in LAN switch environments and experience with multiple product and infrastructure types.
• Responsible for the network administration team, overall data integrity and WAN/LAN. Support 30,000 end users, 75 Precincts, 115 sites including headquarters in a 24 x 7 environment. Accomplishments include successful implementation of enterprise-wide network hardware and workstation rollouts to a large user community. In depth knowledge of technical specifications as it relates to telecommunication and cabling
• Performed site surveys for all projects requiring technical assistance
• Formulated overall MIS policies according to NYC specifications and regulations
• Served as Technological liaison to third party vendors and Senior City Management
• Managed the installation of Multimode fiber optic ATM backbone for LAN infrastructure