Resume of Project Manager

Title
Project Manager

Primary Skills
Manage and coordinate network operation efforts, IT planning, security, and other technical areas.

Location
US-TX-Plano

Posted
Feb-06-08

SUMMARY
Versatile IT project manager and customer relations manager (CRM) specialist, expert in driving projects globally and consistently meeting key program deliverables. Recognized for integrity, highest professional standards, and "grace under fire." Combine customer-service orientation, "big-picture" vision, and bottom-line sensitivity to deliver projects with a characteristic blend of attention to detail and cost-effectiveness. Inspired by the power of assembling talented, self-directed teams, and passionately committed to sustaining robust, streamlined systems that respond to business objectives. Persuasive and entertaining public speaker expert in "working an audience." Perform well under pressure; a productive, positive leader sharing in team successes.

HIGHLIGHTS OF QUALIFICATIONS
Manage and coordinate network operation efforts, IT planning, security, and other technical areas. Key contact person for identifying and resolving business continuity issues; work closely with diverse business units globally. As IT liaison, contribute to third-party business impact analysis. Receive numerous customer commendations and corporate awards. Created and edited documentation for training manuals. Collected frequently asked questions and composed formal answers to ensure consistent, accurate responses from help desk personnel.

SAS 70 / ITIL Audits
Process Improvement
Change Management
Strategic Planning
Productivity Enhancement
Cost Containment
Global Project Consultancy
Multi-site Team Management
Computer & Marketing Consultancy
Advanced CRM Environments
Revenue Generation ~Systems Architecture

EXPERIENCE
Project Manager/ Network Tech Engineer - Jan. 2007 - Present
AT&T, Inc, Dallas, TX
Responsible for developing and nurturing relationships with high-profile, top-tier clients and serving as their customer advocate. Provide continuous proactive stewardship: set clear customer expectations, strategize with IT managers, drive customer adoption of tools, provide clarity on internal process expectations, coordinate with internet data centers (IDC) to ensure integrated implementation, escalate issues, and leverage appropriate resources. Scope includes provisioning, billing and maintenance.

Schedule and coordinate all change management and determine project plan
Define and verify scope of client contracts
Key contact/subject matter expert (SME) for clients and AT&T teams
Assume coordination of activities during client outages
Ensure that problem ownership is clearly defined
Fault analysis
Situation management 24x7x365
Monitor ticket quality

Technical Team Leader - Aug. 2004 - Mar. 2007
SBC Services, Inc., Dallas, TX
Directed technical staff of 22 managers located in Irvine, CA and Dallas, TX to provide quality desktop support, reliable remote access, regular data backup, and robust network resources in a 24x7x365 operation.

Established high performance relationships with team members and various divisions/departments to achieve team results
Effectively and respectfully managed a diverse team of employees and business partners whose cultures, experiences, and thinking styles varied from my own
Enforced a zero tolerance environment ensuring a fair, safe, and inclusive workplace
Established a structure and process that allows teams to make collective decisions and assume mutual responsibility
Fostered commitment to the total success of AT&T as one company
Identified and balanced competing interests within the organization

Operation Surveillance - May 2002 - Aug. 2000
SBC Services, Inc, Dallas, TX
Provided front-line technical support and customer care for all IDC products delivered in a 24x7x365 environment. Monitored and responded to hardware and software problems utilizing a variety of testing tools and troubleshooting techniques for servers, infrastructure, voice, and video.

Performed capacity planning, system tuning and problem analysis
Provided remote hands support for servers and infrastructure components
Customized critical timetables for client infrastructure and server migration/integration

Systems / Operations Manager - Sep. 2001 - May 2000
Positive Software Systems, LLC, Dallas, TX
Provided support for end users utilizing proprietary customer relationship management (CRM) software and technical support for national sales team. Designed, implemented and maintained a multi-homed network providing reliable connectivity and security for remote and internal users.

Senior Network Analyst - Aug. 2001 - Sep. 2000
Clearwire Technologies, Inc, Dallas, TX
Reported directly to network operation center (NOC) and infrastructure manager with daily status of various wireless markets.

Network Operations Center - Dec. 2000 - Aug. 2000
Metricom, Inc, Plano, TX
Had sole responsibility for monitoring, analyzing and promptly resolving problems with wireless infrastructure across the US.

Infrastructure/ Business Manager - Mar. 2000 - Dec. 2000
Sirius Technologies, Ltd, Dallas, TX
Successfully designed, implemented, migrated and maintained the infrastructure of three ten-story buildings and provided IT consulting to building tenants.

SSR/Network Engineer - Aug. 1999 - Mar. 2000
Stream International, Inc, Carrollton, TX
Provided Level 2 help desk support to customers and fellow techs for Dell desktops, laptops, servers and software.

EDUCATION
B.S., MIS - 2004
Brookhaven College, Dallas,TX
Inc.

Certificate, School of Engineering and Applied Science, Minor: Switching & Routing with Cisco and Nortel - Aug. 2000
Southern Methodist University (SMU), Plano,TX
CCNA ~ NNCSS

Certificate, School of Engineering and Applied Science, Minor: Networking Technologies Program - Aug. 1999
Southern Methodist University (SMU), Plano, TX
CNA, MCP, MCSE

CERTIFICATIONS
CCIE Candidate
CCNP
CCNA
MCSE
MCP
CNA
DELL

Certifications
CCIE Candidate
CCNP
CCNA
MCSE
MCP
CNA
DELL


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