Project Manager Quality Assurance
Resume:
Fernando O'Hare
Apt. 202
Sterling, VA. 20165
e-mail: abl9ve@r.postjobfree.com
Summary of Qualifications
.Honorably Discharged from NAVY. More than 5 years of management/ I.T
support experience. . Proven leadership ability.
. Familiar with management processes.
. History of dependability and hard working team member.
. Adept at planning, organizing, and seeing
project through. . Able to multi-task effectively.
.Ability to learn task very quickly
. Outstanding training, leadership, and communication skills.
Professional Experience
Time Warner Cable Business Class- Nov. 1 to January 1, 2010
NASC Service Operations
Joan E. O'Hare-Senior Manager-703-***-**** (office) 571-***-**** (cell)
JOB RESPONSIBILITIES & DAILY PERFORMANCE
. Candidate should have experience in a high-performance call center
environment. Performs a variety of skilled routine and non-routine
duties. Applies standard practices and policies as set, however, uses
independent judgment to determine optimal solution for clients.
. Perform initial troubleshooting, evaluation, problem analysis and
isolation of client problem. Determines level of severity and works
with appropriate fix agents through resolution of incident according
to National Account Support Center (NASC) procedures.
. Enter data into trouble ticketing system in an accurate and complete
manner. Document problems including screen shots of diagnostic
results and document repair and performance information.
. Performs duties that involve related steps, methods or application of
standard practice and specific instruction
. Responsible for providing technical support for all Time Warner Cable
named accounts.
. Works in high standard environment which strives for first contact
resolution.
. Utilizes specialized knowledge and skills to perform unique and/or
complex administrative, technical or support tasks. Acquires
additional skills through a combination of formalized training and on-
the-job experience.
. Performs basic research and analysis of data or information. Possesses
the ability to break down complex administrative, technical, or
support tasks into manageable parts.
. Proactively provide input and feedback that will aid in the
development and improvement of TWC National Account Support Center
(NASC) process and procedures playbook and overall TWC Business goals.
. Ability to build and strengthen customer relationships, communicate
positively, effectively and professionally and score favorably on
Customer Satisfaction Surveys.
Maintain broad and in-depth knowledge of TWC products and services
Research In Motion-BlackBerry - Irving, Texas May 2008 - July/2009
Desktop Support Specialist/ Bilingual Technical Support
Allen Kravitz/Anup Patel-972-***-****
. Troubleshoot, research, and resolve advanced Windows desktop hardware and
software issues, usind REMEDY ticketing software
. Imaged(GHOST),Configured, upgraded, deployed, relocated, and retired PC
hardware and peripherals locally and abroad (South America)
. Utilized Windows 2000/2003 AD account administration to add delete users,
computers. Remove from Network and added.
. Assisted in building IT knowledge base documents
. Deploy, administer, and maintain Blackberry handhelds and light BES
account administration
. XP platform is used with WIN 7 on its way in
. Maintain up to date asset tagging inventory of all deployed Hardware
.Utilized Remote Desktop/NetMeeting when needed.
. Troubleshooting the BlackBerry smartphone and the Desktop Manager
software
. Phone Support (or email) inquiries in a priority-based queue regarding
the BlackBerry smartphone and Desktop Manager software.
. Log issues and customer information into ticketing system.
. Gather information, research and troubleshoot technical inquiries
. Setting up E-mails(POP3) using Outlook and Yahoo, Hotmail etc.
. XP/Vista/2000/Mac
CARP, Inc., West Palm Beach, FL. 02/2008 - 05/15/2008
MIS Specialist
Supervisors - Steve Monch/ Ed Adams - 561-***-****
. Installation/upgrade Programs
. Troubleshooting: Hardware/Printers and Software
. Networking printers.
. Creating Users and adding security measures
. Setting up E-mails(POP3), assigning IP addresses over Network
. Handling most help Desk support calls
. XP/2000 - Office
. Creating Hardware and Software Inventory
Xtreme Indoor Karting, Ft. Lauderdale, Fl. 05/2007 - 12/31/ 2007
Operations / I.T. Director (laid off) - Letter of Recommendation
Supervisor - Bill Mulder- G.M. 954-***-****
Project management - Research, create framework of workflow
(mail system, virtual drives, organize paperwork classifications).
Oversee and assist with any/all daily operations issues.
Negotiate agreements with vendors, ensure all deliveries accurate and on
time.
I.T. support - installing programs/updating.
Implement functional programs to increase work flow, troubleshoot.
Overseeing all state and federal inspections of facilities.
Miami-Dade County, Dept. of Planning and Zoning, Miami, Fl. 2005 - 04/2007
Mini Computer Operator 2 - Contractor
(contract over) - Letter of recommendation - Certificate of appreciation
Supervisor - Susan Furney- Clerk 4 - 305-***-****
Back File Conversion project - Pilot project to digitize
zoning applications and Maps to be transferred to the internet.
Sole project manager/worker of
GIS Historical zoning layer project using ARC GIS 9.1, thru Citrix
Consistently achieved or exceeded all quotas.
Document preparation, file batching, scanning and quality assurance
Plotted all STR (Section, Township, and Range in ARC GIS.
Moved from Quality Assurance Department to
GIS section in less than a year to head projects on my own.
Seminole Hard Rock Hotel and Casino, Ft. Lauderdale, Fl. 02/2003 - 03/2005
Assistant to VP of Operations - Letter of recommendation
Supervisor - Dale Hipsch -VP of Operations 954-***-****
Provided Project/clerical support for the office of Operations.
Create purchase requisitions/ expense reports.
Assisting Directors from most Departments.
Assist in the overseeing of all daily Operational issues on property.
Supervise workflow of projects.
Supervised all online webpage feedback and responses.
Member of original pre-opening team of property.
Education
Oakton High School - Fairfax, VA.
Miami Dade Community College, Miami, FL. - Information Technology
Florida Metropolitan University, Ft.
Lauderdale, FL. - Information Technology/ Management
Corcoran School of Art, Washington, D.C. - Computer Graphics/ Art
Savannah College of Art and Design, Savannah, GA- Computer Graphics/ Art
Northern Virginia Community College, Annnadale, VA. - Associates Degree
Military Service
US NAVY - Yeoman -May 1998 - July 2000 - Honorable
Discharge. Stationed at BUMED - Washington,
D.C. - Office of the Surgeon General of the US NAVY
Awards / acknowledgements
Miami Dade County - Certificate of Appreciation - 2006
Letters of recommendation - Xtreme, Miami Dade and Hard Rock
Skills
Project management, Speak Spanish, I.T.
(hardware/software),2000/XP, Network,
Installation/Upgrading programs, I.T.
Help desk/support, Managerial skills, research, quick and
avid learner, Art, Word, Excel, PowerPoint, good communication skills, team
player.
XP/VISTA
References
Contact this candidate