17 yrs of experience in Project Management, IT Service Delivery Management, Help Desk / Systems/Network Management
Objective Experienced Information Technology professional with over 17 years of diversified experience in Project Management, IT Service Delivery Management, Help Desk Management, Systems/Network Management, System Analysis/Application Development and Customer Service seeks to acquire an Information Technology position allowing for full utilization of my leadership/interpersonal, analytical and management skills toward accomplishing team and organizational goals.
Experience Acxiom Corporation Little Rock,AR 10/2007 - Present Project Manager Project Manager managing infrastructure and systems development projects from initiation through delivery. Strong ability to manage multiple projects simultaneously. Responsibilities includes scope definition and management; building project plans, tracking milestones, workflow development, defining critical path, developing work breakdown structures, resource management and conflict resolution. Facilitates requirements definition for new project requests. Demonstrates and promote high standards of professionalism, integrity and leadership throughout the life of projects, both internal and external to the organization. Strong ability to manage cross functional resources Communicates effectively with Sr. Managers and external clients to identify needs and manage client expectations. Continually seeks opportunities to increase client satisfaction and deepen customer relationships. Provides consistent and comprehensive status reports, project updates, risk/issue management, and communication with project teams, clients and all levels of management on a consistent basis. Well versed in Project Management methodologies as defined by the Project Management Institute. ITIL Certified
Acxiom Corporation Conway, AR 03/2006 - 11/2007 Service Delivery Manager Coordinated project tasks and timelines for Data Center infrastructure installations with cross functional teams Coordinated multiple project installations simultaneously. Facilitated System Assurance meetings with cross functional teams to ensure accurate and timely project deliverables Routinely communicated with external clients and internal cross-functional teams regarding project status. Coordinated Software/Hardware acquisitions working with both the Enterprise Technology Acquisition and Software Acquisition teams. Coordinate Root Cause efforts for backup issues
ALLTEL Corporation Little Rock, AR 04/2002 - 6/2005 Remedy Application Developer/Administrator Application administrator for the Remedy IT Service Management Suite providing application support to over 3,000 Remedy users. Troubleshot and resolved application issues. Provided on-call after hours support. Trained end-users on existing functionality and new application functionality that resulted from system upgrades and implementation of customized solutions. Application developer as part of a development team for the design, implementation, upgrade and deployment of AR System 5.x modules (i.e. Remedy Help Desk 5.5, Remedy Change Management 5.5, Remedy Asset Management 5.5). Designed, tested and implemented a customized Remedy AR System application for the Corporate Security Group that was instrumental in tracking inappropriate network and system use. Designed, tested, and implemented customized solutions to the Remedy Change Management application that helped the Enterprise Change Management organization to effectively manage changes to enterprise systems, hardware, software and system architecture and to mitigate risks. Implementation team member for the development and implementation of a new enterprise-class automated event notification interactive application that guaranteed that critical system events were automatically delivered to the correct IT support personnel and management.
ALLTEL Corporation Little Rock, AR 06/2000 - 04/2002 Project Manager/SR Business Analyst Project Manager for the IT User Support group owning Sub plans for numerous IT project implementation teams. Strong ability to manage multiple projects simultaneously. Responsibilities included scope definition and management; building project plans, tracking milestones, workflow development, defining critical path, developing work breakdown structures, resource management and conflict resolution. Defined system requirements for new applications. Facilitated and participated in the creation of Statement of Work documents. Developed training needs for new applications as it related to help desk support. Worked with development teams to facilitate training for support technicians and transition for maintenance and ongoing support. Provided consistent and comprehensive status reports, project updates, issue tracking, and communication with project teams and management levels on a regular basis. Well versed in Project Management methodologies as defined by the Project Management Institute. Completed the PMI certification course.
ALLTEL Corporation Little Rock, AR 09/1999 - 07/2000 Help Desk Supervisor Managed daily Help Desk operations for the IT User Support Group. Monitored call volume and ran system reports using Automatic Call Distribution system to ensure that call handling metrics were met. Managed staffing/scheduling issues including an on-call rotation. Developed training standards ensuring that all Help Desk staff was trained on new and existing applications. Mentored and coached staff to ensure Help Desk standards was achieved. Key Player on special SWAT team that evaluated how Information Technology systems impacted wireless call centers and their ability to support Alltel's business. As a result of the SWAT teams findings, changes were made in how IT systems were implemented resulting in better preparedness for wireless call centers in their use of the new systems. Researched and assisted in providing Root Cause Analysis for Sev-1/Critical incidents. Enforced Service Levels Agreements. Worked with outside consultant to design and implement an Incident Management system that was used by IT support teams throughout the IT organization.
ALLTEL Corporation Little Rock, AR 12/1998 - 09/1999 Help Desk Lead/Business Analyst II
Supervised daily Help desk operations, ensuring adequate phone coverage. Assisted Help Desk Supervisor with scheduling concerns Managed the escalation and resolution of all critical incidents reported to the Help Desk. Created market and executive notifications on Sev-1/Critical system outages. Coached Help Desk Technicians on training issues. Served as escalation point of contact for Help Desk Technicians with difficult issues.
ALLTEL Corporation Little Rock, AR 05/1997 - 12/1999 Help Desk Support Technician
Provided Level-1 application/network support for end users in over 14 markets by identifying, analyzing, resolving and/or escalating reported issues. Provided on-call after hours support Created market and executive voice mail notifications on Sev-1/Critical system outages. Engaged Level-2 and Level-3 support technicians facilitating timely responses and problem resolution.
US Air Force Little Rock Air Force Base, AR 01/1993 - 08/1996 Personnel Systems Manager
Project leader for the implementation of a base wide client/server solution which replaced a mainframe system. Received an Air Force Achievement Medal for the success of that implementation. Managed personnel database consisting of over 5000 military records. Analyzed and evaluated data to ensure database accuracy and system integrity. Developed downtime contingency procedures. Kept data loss to a minimum through system backup and restore procedures. Wrote and encoded complex database queries. Acted as liaison between personnel departments and unit organizations to ensure timely problem resolution. Trained end users on system applications
US Air Force Griffis Air Force Base, NY 07/1991 - 01/1993 Personnel Systems Manager
Managed the personnel database consisting of over 3500 military records Network Administrator for UNIX based local area network. Troubleshot network pcs, printers, modems and cabling. Acted as liaison between hardware vendors and unit organizations for replacing bad hardware. Developed downtime contingency procedures. Member of project implementation team for the successful implementation of a base wide client server solution, replacing a mainframe system. Analyzed and evaluated data to ensure database accuracy/system integrity.
US Air Force Dyess Air Force Base, TX 04/1988 - 07/1991 Automatic Flight Control Technician
Performed organizational level maintenance on the automatic flight control system on the B1-Bomber. Performed pre-flight operational checkouts on the flight control system to determine airworthiness of aircraft. Debriefed flight crews when in-flight system problems were encountered to facilitate troubleshooting efforts Trouble autopilot, flight control and engine instrument system components to determine origin and resolved problems. Troubleshot and repaired faulty wiring in accordance with complex schematic wiring diagrams. Documented and tracked all problems in an incident management system. Engaged other aircraft maintenance groups and defense contractors for collaborative problem resolution.
Education Management Information Systems (Completed approx 120 semester hours toward Bachelors degree requirements) University Of Arkansas, Little Rock,AR 08/2000 - 08/2002 Park University, Parkville, MO 08/2002 - 12/2005