SUMMARY:

15 - year history of delivering world-class customer service Focused, dedicated, and highy motivated professional with a proven track record of success in project management deliverables, supporting projects and programs, including scope management, quality management, schedule management, communications management, and third-party contract management. Resourceful skilled in streamlining operations and maintaining schedules to ensure maximum customer satisfaction and business revenue. Hands-on approach to team leadership and direction; excellent communicator and relationship builder. Expertise in coordinating diverse teams and resources to complete objectives. Organized and detail-oriented with proactive hard-working nature.

EXPERTISE AREA:

• Software Development Life Cycle (SDLC)
• Risk Management
• Scope Control
• Change Management
• Requirements Gathering
• Project Planning & Coordination
• Agile/Scrum
• Ticketing Systems Implementations
• Creation and Implementation of Service Level Agreements (SLAs)

TECHNICAL SKILLS:

Platforms: Microsoft Windows (XP, 7 Enterprise, 8 &10, Blackberry Enterprise Server (BES), Mobile Iron, Good, DOS, Mac OS X, Windows Server ( )

Tools: Microsoft Project, Active Directory, Microsoft System Center 2012, RES,, Acronis True Image Server, Altiris Deployment Solution,Citrix, Microsoft Deployment Toolkit (MDT) 2010, MS Exchange Server 2012 MS Office 2010 & 365, SharePoint, Lotus Notes, Service Now

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Manager

Responsibilities:

• Strategic leadership role in delivering IT structures, processes, and systems necessary to ensure stablity and productivity across business units.
• Liaise with senior leadership to plan and execute projects and programs affecting enterprise systems.
• Directed all phases of projects from inception through completion.
• Developed, documented, and implemented processes targeting ongoing procedure enhancements.
• Addressed and IT service requests, handled escalations as needed.

Confidential

Project Manager

Responsibilities:

• Successfully defined, managed and exceeded business customer expectations.
• Delivered project on time and within budget.
• Effectively communicated with various project stakeholders including, IT leadership, business customers, and team members.

Confidential

Desktop Support Supervisor

Responsibilities:

• Supervise the day-to-day technical support provided by Desktop support staff.
• Monitored critical daily IT functions for quality and adherence to organizational needs.
• Responsible for managing the technical support team as well as monitoring and maintaining service Level Agreements (SLA's) for the Technical Support area to ensure excellent service and adhere to all SLA expectations.
• Prepared and reviewed all service level reports with management.
• Worked directly with executives and key thought leaders to devise solutions and optimize client services.
• Oversaw all help desk ticket processing in Desktop Support Department, generating comprehensive reports for senior management to asses indicators including productivity and business unit support costs.
• Cut costs $100K+ per year by closely analyzing budgets and operational needs, determining cost-saving opportunities, and securing optimal pricing with venders.
• Recommend hardware and software solutions, identify improvements & opportunities
• Oversaw creation and implementation of Customer-Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.

Confidential, Los Angeles, CA

Infrastructure Project Manager

Responsibilities:

• Responsible for the planning and execution of IT Projects that includes any and all phases of the project life cycle.
• Accountable for delivering projects on time, within budget, and with high quality.
• Facilitated the definition of the project scope, milestones, tasks, deliverables and resource requirements.
• Developed and maintained project plans, status reports, and risk and issue logs.
• Managed and negotiated project scope changes.
• Ensured that assigned projects are conducted in compliance with all department standards, policies, and guidelines.
• Coached, mentored, and motivated project team members.
• Managed vendor contracts and drives deliverables to meet target dates.

Confidential, Los Angeles, CA

Project Manager/Microsoft Windows Systems Specialist

Responsibilities:

• Lead and manage four-member team delivering onsite and remote desktop support services for 200 end-users; collaborate with system and network administrators, vendors and 3rd-party support providers, and perform HW / SW installation, configuration, upgrade, testing, troubleshooting and maintenance.
• Managed all aspects of project and scope for all IT projects.
• Prepare cost estimates of IT Infrastructure.
• Formulated procedures and policies for optimum utilization of IT infrastructure resources in the organization.
• Recommend upgrades and new systems that will be more useful for the project.
• Effectively communicated and continually managed project expectations with team members and stakeholders.
• Deployed Windows 7 Enterprise, MS Office 2010 and new trouble ticketing system.
• Facilitated seamless company’s move to new location; completed transfer of desktops and phone services with minimal disruption to business operations.
• Responded quickly to change requests from line managers.
• Played major role in collecting performance data to identify trends; helped develop streamlined procedures for monitoring, logging and reporting of desktop operations.
• Managed Mitel 5000 phone system program and database.
• Prepared and maintained complete inventory of monitors, keyboards, hard drives, modems, network cards and related workstation components.

Confidential, Los Angeles, CA

Senior Technical Support-Lead

Responsibilities:

• Maintained Windows environment for 10,000+ users; installed and supported Win2K and XP operating systems, 800 Windows 2000 and 2003 servers, MS Office tools, email / Active Directory accounts, Symantec anti-virus, workstations, laptops, printers and Blackberry Enterprise Server (BES). Utilized Remedy for trouble ticketing, and variety of remote support and access tools (pcAnywhere, Dame Ware, Citrix, RDP, VPN) to meet off-site user needs.
• Installed OS, updates and patches, and ghosted images onto workstations to complete Windows XP deployment and upgrade all help desk and data center PCs from Win2K.
• Closely monitored space-related issues on server drives; utilized Windows Server Update Services (WSUS) to generate daily reports for server disk space, Symantec updates, and servers requiring patches.
• Installed custom applications and resolved incidents, including replacing bad drives, modifying array controllers, breaking hardware / software mirrors and restoring connectivi