It Project Manager
IT Project Manager - Desktop Support Lead looking for employment in London
Objectives:
Objective : Seeking a career with a progressive organization where I can utilize my skills and over 10 years knowledge and experience in Project management ,IT operations and as a Business Analyst in a challenging role that allows for advancement and growth.
Skills:
Summary of Qualifications:
1. Advanced knowledge of the principles, methods, and techniques used in studying and analyzing business need.
2. Advanced knowledge of Helpdesk trouble tracking tools, ACD, SLAs and maintaining excellent quality and service provided in a timely manner as a Helpdesk Manager.
3. Complete knowledge of Desktop Standardization. Training new Helpdesk staff.
4. Perform Analysis and evaluates user needs and identifies resources required for each task to determine functional requirements.
5. Defines project objectives and prepares project design specifications. WBS Knowledge
6. Experience with enterprise-level databases and Environments (e.g., SAP, Oracle, MS SQL, )
7. Good understanding of Medicare Part D ; PDE processing familiarity, CMS regulations and reporting
Applications & Operating Systems: Windows NT, XP, Novell, Unix, Windows 3.1, Windows 95, Lotus Notes 7, Microsoft Office 2000, MS Exchange, Primavera Certification, Call-ware, GroupWise 5. 1, McAfee Helpdesk, Clientelle, Altiris, Remedy, Heat, ACD System, SAP, TRACT-IT, Delta-View, Java Script, Siebel, Oracle, Crystal reports, Elite, Imanage, Docs Open, Concordance, Summit, Spectrum for Windows.
Work Experience:
NIH National Center Research Resources.NCRR Bethesda Md. (5/09 Present)
Desktop Support Team Lead
Configure and manage Altiris computer asset management and deployment software.
Make recommendations in the selection, evaluation and procurement of computing hardware and software that will best meet the users needs in the networked computing environment and provide management reports to Director, Information Technologies Office.
Develop and publish standard operating procedures.
Manage Remedy tickets assigned to Centers Helpdesk support team as well as manage staff.
Provide comprehensive on-site desktop support for Macintosh and Windows based personal computers and Ethernet networks.
Provide support for Macintosh desktops and PC desktops. And provide support for core software applications, including MS Office 2007.
Responsible for overseeing 180 Dell laptop refresh project and MRM Deployment
ASRC Federal Holding Company. Greenbelt Md. (02/07 11/08)
Helpdesk Manager / Project manager
Responsible for managing desktop deployments and standardizing the desktop Images for various hardware requirements.
Created WBS by adding activity types to the Project Plan in Primavera
Develop Integrated Master Schedules Including establishment of top level program milestones and Develop vertical and horizontal task dependencies.
Worked with IT Leads to develop detailed schedules and assists them in keeping those schedules current.
Setting up and maintenance of project schedules using Primavera and monitoring of the critical resources needed for the projects.
Developed helpdesk procedures and training material for Team leaders and their technical staff based on data gathered from individual staff performance (Quality and Quantity)as well as specific training for specific departments.
Develop call center performance metrics and ensure that all SLAs are met.
Responsible for all escalated calls via the TRACK-IT ticketing system and all TRACK-IT admin duties.
Compugain / Fanniemae 11/05 07/06 (Contract)
Third Shift - Production Support Project Manager
Established IT project plan by determining project objectives, technology, systems, and information specifications, schedules, funding, and staffing.
Supported schedule development and implementation on major capital projects/programs.
Supported Project Manager in monitoring and analyzing project cost estimates, expenditures, and forecasts.
Utilized estimates to setup and establish a cost baseline for various projects.
Initiated trends for project changes in scope, cost and schedule, and maintaining a trend log.
Prepared a project budget; scheduling, analyzing variances, initiating corrective actions to achieve financial objective.
Interacted with work stream and Central PMO Restatement Managers ensuring quality assurance requirements are being met and evenly enforced across all projects within a company wide initiative
BBS Crowell Moring / Dow Lohnes & Albertson LLP 05/03 11/05
Sr. System Support Specialist \ Team Lead
Used TRACT-IT Call tracking system to document Helpdesk calls as well as assisting with configuration of the TRACK-IT Server.
Responsible for administering TRACT-IT Server to include account creation adding and deleting users. Etc.
Responsible for supporting legal applications like Elite, Web-view, Docs open, Delta View, Concordance, Imanage and the entire MS Office suite and all software and hardware enhancements deployments.
Science Applications International Corporation (SAIC) 12/01 03/03
Project Scheduler. CHCS Project
Utilized Primavera (P3)/Microsoft Project scheduling software as the project scheduling tool.
Supported schedule development and implementation on major capital projects/programs.
Supported Project Manager in monitoring and analyzing project cost estimates, expenditures, and forecasts.
Utilized estimates to setup and establish a cost baseline for various projects.
Initiated trends for project changes in scope, cost and schedule, and maintaining a trend log.
Performed earned value analysis utilizing cost, commitment, and earned value analysis
Setting up and maintenance of project schedules, monitoring of the critical resources needed for the projects, and perform critical path and variance analysis.
Made recommendations based on determinations determining the need for and impact of changes in scope of project and, gain concurrence, approval, and consensus from stakeholders regarding the various project aspects, adjust accordingly the schedule and costs.
Acquiring a consensus from stakeholders after determining the need for and impact of changes in scope of project and making recommendations.
Deltek Systems 10/00 9/01
PC Systems Operations Manager
Consolidated all Delteks Information Technology functions into one major operation.
Analyzed and provided regular management reports to upper management on the performance of the team, monitoring volume, speed, and content of work performed for regional clients.
Responsible for daily statistical reports and monitoring staff performance.
Developed and recommended training programs for helpdesk staff based on monthly statistics on resolution % rate in an effort to improve quality of service.
Microsoft Exchange and NT administration duties, including account creation and troubleshooting.
The World Bank Group /OAO Corporation, Washington, DC 11/97 7/00
East Asia Region IT Manager, Accountabilities 2/00 7/00
Worked with the appropriate IT team members, met with regional office managers and budget staff to monitor service levels, billing, and IT inventory (Asset Management)
Monitored the Bank's problem management system (McAfee) and assigned tickets to appropriate resources both inside the regional team and among other institutional service providers. Monitoring included calls initiated within the team, through the central help desk, as well as user initiated.
Oversaw daily operations of inbound call center and email communication teams
Analyzed department results for trends in performance and implementing action plans to increase departmental performance.
SAP Tier-1 & 2, Support Manager 7/99 7/00 The World Bank Group /OAO Corporation
Responsible for communication with SAP Tier-1staff, support partners, SAP management, and end users on the functions in SAP (Systems Renewal).
Responsible for handling escalated calls from staff on advanced policy issues (materials management, travel request and POs.).
Developed workflow procedures for new Resource Management Team and weekly agenda for the RM advisory team. Mainly the escalation process for complex issues that could not be resolved at the 1st or 2nd tier levels.
Central Call Center Lead 11/97 7/99 The World Bank Group /OAO Corporation
Responsible for supporting users locally and internationally, on al Network and desktop application issues.
Responsible for communication with staff, support partners, management, and end users on various network usage and support issues.
Developed helpdesk procedures, call center metrics and training material for technical staff.
Responsible for daily statistical reports using Crystal reports.
Involved in different projects, including testing the new intranet demo, testing McAfee Help Desk database.
Education:
2001- Johns Hopkins University, Whiting School Of Engineering, MD
Current Information Systems Graduate Program
1998 The World Bank Education Program, DC - MCP Microsoft Certification (Supporting NT4.0 & 4.0 Core Technologies) 1996 Orange Systems Education Center, MD. - Certified Novell Administrator 4.1
1988 Presec Legon, Ghana. B.S. Business Administration.
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