Customer Service Project Manager
Resume:
KUE WIGET
* ***** ****** ***** ( Belle Mead, NJ *8502
*********@*******.***
SUMMARY
Experienced IT with extensive services management, IT security, risk
management, technical, planning, analytical, interpersonal, financial and
administrative skills. Proven leadership to initiate, implement, and
enhance strategies, programs, and technologies as well managing operations
and applications within large complex organization. Results oriented leader
that delivers on schedule and within budget. Professional skills include
Customer Management, Strategies Planning, Project Management, Staff
Development, Financial Management, IT Risk/Security Management, Business
process Re-engineering, technology Architecture, Infrastructure Design and
Networking.
PROFESSIONAL EXPERIENCE
AFL WEB PRINTING INC. (VOORHEES, NJ)
2009-2013
Sr. System Administrator
Managed and supported day to day operations for LAN/WAN,
applications systems, and helpdesk include hardware and software
to ensure service level agreement accomplished.
Maintained and supported Technique CRM application for
production.
. Implemented, upgraded and managed MAS500 ERP application for
finance department.
. Managed and supported file share management via XenApp
technology.
. Managed and supported centralized print server for sales,
customer service rep and accounting department.
. Managed and upgraded approximately 200 Windows 2008 users to
Windows 2012 Active Directory and is part of an infrastructure
integration program
. Implemented and managed MPLS technology included voice and data.
. Defined business requirements and technologies to develop a
database for accounting department use MS SQL 2008.
. Managed and supported IT staff in the areas of the helpdesk,
network administration and application development to maintain
high levels of network reliability.
. Managed the planning, organization and implementation of IT
project activities to meet on time and
budget standards.
. Managed and supported Citrix for VPN and XenApp for VDI
environments.
. Implemented Symantec Backup Exec 12.x to backup all production
servers.
. Implemented and setup Sonicwall firewall, Cisco routers and
switches.
. Implemented Amazon cloud for disaster recovery site.
CITIGROUP INC. (WARREN, NJ)
2007-2009
Vice President for Host and Application Security Infrastructure
. Responsible for 10 technologies in support of Citigorup's
overall security operations focusing on Host and application.
Major technologies include SiteMinder, eTrust Access Control,
Entrust, SunOne LDAP, Safeword, McAfee Anti-Virus, Pointsec.
. Managed 24/7 department of 10+ staff located in NJ, DE, FL and
Singapoer.
. Delivered a number of strategic projects on time and within
budget to improve service, eliminate audit findings, and provide
a strategic business advantage.
. Consolidated SSO Operations, Unix Security Operations, and
incorporated Windows Security, Compliance Monitoring
Technologies into one department.
. Upgraded SiteMinder, Safeword, eTrust Audit, Etrust Access
Control, and CiscoSEcure infrastructure across 750 firewalls,
1600 web applications, 10,000 servers, 40,000 core network
devices.
. Consolidated Security Operations from separate isolated
functions into one strategic unit supporting the global business
and opened the Asia Pacific security operations center.
. Negotiated vendor agreements achievement over $10MM in contrast
savings while extending overall for Citigroup.
Project Hospitality Inc. (SI, NY)
2001-2007
Director of Information Technology
Managed and supported day to day operations for LAN/WAN,
systems, and helpdesk include hardware and software to ensure
service level agreement accomplished.
Maintained and supported PBX system to ensure telecommunications
met service levels standards.
. Implemented and managed Raiser edge application for fund
raising.
. Upgraded approximately 300 Windows NT 4.0 users to
Windows 2000 Active Directory, and is part
of an infrastructure integration program.
. Defined business requirements and technologies to develop a
database for HIV/Homeless population.
. Managed and supported IT staff in the areas of the helpdesk,
network administration and application development to maintain
high levels of network reliability.
. Managed the planning, organization and implementation of IT
project activities to meet on time and budget standards.
. Implemented Biometric system to improve productivities for human
resources department.
InsLogic.com Corporation (Columbia, MD)
2000-2001
Director of Technical Operations
Setup Web hosting servers for production, staging, testing and
training to follow QA procedures.
. Coordinated, planned, scheduled and installed Web hosting
servers at Exodus's data center.
. Managed outsourcing data center operations (Exodus).
. Coordinated and developed procedures for Web developers to
upload source codes into Web servers farm for QA process.
. Coordinated and developed procedures for QA to perform test on
web servers farm to met production standards.
. Assisted Chief security office to designed and implemented Web
hosting servers, infrastructure and financial services exchange
interface to met engineering standards.
. Supported Web hosting servers, helpdesk, and back office sites
for production.
. Defined business requirements and technologies for deploying a
web e-commerce solution (IIS, ASP, VBScript, XML, DCOM and SQL).
. Utilized Cisco PIX and Checkpoint Firewall-1 technologies
between front-end and back-end servers.
. Implemented Arrowpoint load balancer using it as a firewall and
session manager to prevent deployment of client-side cookies.
Instinet Corporation: A Reuters Company (NYC, NY)
1997-2000
Manager of System Services
. Setup SMS system to implement software distribution to reduced
staffing costs.
. Coordinated, planned, scheduled and installed market data feed
for NASDAQ for production.
. Supervised and managed network, databases, hardware, and
software, help desk including coordination, planning,
scheduling, maintenance, trouble shooting, problem solving and
day to day system support to maintain high levels of network
reliability.
. Upgraded firmware, patches for network equipment and as well
upgrading network hardware (routers, switches, Arrowpoint, and
pix) to maintain system more efficient and reduced down time.
. Lotus Notes Domino (4.61) and NT 4.0 rollout for six sites (over
2000 PCs) and is part of an infrastructure integration program.
. Used AlertPage tool to monitor, troubleshoot 250 Windows NT
applications and file & print servers to met production service
levels agreement.
. Coordinated, planned, and scheduled monthly maintenance services
for Windows NT application and file and print servers to ensure
production maintain a high level of reliability.
Sedgwick, Detert, Moran, & Arnold (NYC, NY)
1992-1997
Network Administrator
. Setup Compaq servers for addition floors including
configuration network Adapter card, Wide SCSI hard drives,
hubs, routers, extender and wiring layout.
. Designed the development of litigation database programs
using Paradox engine.
. Use Expose and Banyan Vines Assistant to monitor,
troubleshoot and optimize the Banyan Vines operating system.
. Setup WAN Email for Banyan Vines operating system.
. Setup Email Gateway between Novell NetWare 3.x and Banyan
Vines.
. Coordinated, planned, scheduled, and implement financial
tracking database for client based on VB and MS Access
database engine.
. Coordinated, planned, and scheduled installation or service
of PCs, modems, terminals, printers, PC hardware/software.
. Installed the network software applications and as well as
upgrading network hardware in order to keep system
efficiently running.
. Supervised and manage network, databases, hardware, and
software, help desk including coordination, planning,
scheduling, maintenance, trouble shooting, problem solving
and day to day system support.
AMERICAN EXPRESS-TRS CO., INC. (NYC, NY)
1989-1992
Programmer/Project Manager
. Designed a simulation model of ACS for Credit department to
allocate resources to different functional areas.
. Designed and developed customized PC based programs for
Credit Collections department coded in C utilizing IBM 3270
workstation link to IMS database.
. Supervised and managed PC based programs including trouble
shooting, problem solving and day to day maintenance.
. Developed a Customer/Teller Queuing Model to determine an
optimum staffing requirements to provide prompt and accurate
Customer Service.
. Developed a Multiple Regression Model to determine a
relationship between NCO, WCV, ASA and APM. The Multiple
Regression Model to be used to forecast staffing during high
ASA periods.
. Provided PC based programs training to Credit staff.
. Implemented PC based applications for Account Services,
resulting $450,000 in labor savings.
. Determined staffing levels, analyzed workflow, performed
functional analysis, and work procedures modifications for
various operating departments.
EDUCATION
M SC in Engineering, New Jersey Institute of Technology, NJ
B SC in Industrial Engineering, Rutgers University, NJ
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