Project Manager - Support Team Lead Resume - Hire IT People

SUMMARY:

I am a dedicated IT professional with over two decades of experience.
I work well in challenging, fast - paced, dynamic environments as part of a team or individually.
I have a strategic mindset and the ability to think “outside of the box” to find mutually beneficial solutions across working groups.
I understand how to manage-up and align agendas to find common goals.
Proficient in project management and business analysis.
Heavily experienced with effective stakeholder management as well as creating detailed reports, documents and presentations for all levels of management.
Level headed during negotiations and do not become overly invested in my own views. I seek to find comprises.
Knowledgeable in technical support.
Focused on consistent quality work and a desire to simplify the daily operations of corporate culture through innovation.

EXPERTISE AREA:

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager - Support Team Lead

Responsibilities:

Oversaw establishment and development of L1 and L2 SAP support team for new implementation
Provided day - to-day direction for support ticket response and resolution Conducted quarterly root cause analysis of incident trends. Identified business process changes which resulted in 20% ticket reduction
Ensured team met or exceeded all contract SLA targets
Provided forecast information for resource allocation and cost case adherence
Constantly interfaced with client personnel and provided reporting and updates for daily, weekly and monthly governance meetings

Confidential

Project Manager / Business Analyst

Responsibilities:

Responsible for leading project teams in delivering solutions to the client using the appropriate business measurements and terms and conditions for the project according to the project charter, project agreement or contract
Overall performance responsibility for managing scope, cost, schedule, and contractual deliverables, including applying techniques for planning, tracking, change control, and risk management
Responsible for managing all project resources, including subcontractors, and for establishing an effective communication plan with the project team and the client
Developed Business Requirements and Testing documentation
Drafted investment/sanction papers and oversaw their progress through entire sanction process

Confidential

Sr. IS Analyst, Project Manager

Responsibilities:

Project Manager for three major projects with combined budgets totaling $3M and business benefits estimated at $28.8M and delivered on time and budget.
Project Manager for Business Objects Data Warehousing effort for Asset Management; combined data from 6 systems to provide analysis/reporting capabilities for various Asset Management functions.
Involved in designing and drafting the new Business Relationship Management function
Provided application support and enhancements for work management system, including interfaces with 18 different systems and data extracts.
Functioned as Cross - Functional Coordinator for Work Management, coordinating upgrades and outages with multiple business and IS partners at all management levels.
Continually called on to coordinate efforts across multiple lines of business and IS functions
Prepared and presented reports to multiple levels of management (manager to Executive)

Confidential

Application Developer

Responsibilities:

Responsible for analysis and technical translation of business requirements into programs.
Project task planning and coordination for systems integration and implementation
Supported multiple systems based on CSS with a primary focus on MS Office VBA applications, particularly Access and Excel
Successfully implemented document imaging technologies to save business time and material costs while integrating with legacy customer system
Supervised re-architecture of one system to enable relocation of business process from one city to another without loss of productivity
Interacted with multiple vendors for purchase product implementation and support
Interacted with clients for requirements gathering and follow up support needs
Assisted senior members with technical analysis, program coding and debugging
Mentored junior staff members

Confidential

Cryptologic Voice Interpreter

Responsibilities:

Performed written and oral translation between English and Arabic.
Used advanced voice/radio scanners and electronic warfare instruments to conduct surveillance, reconnaissance and intelligence gathering operations.
Performed initial level intelligence analysis on gathered information