Project Manager Customer Service

Priscilla M. Orlando

*********@*****.*** ( 201-***-****

**-** ********* *****, **** Lawn, NJ O7410

IT Support Leader with 15+ years' experience using project management

skills to build technically cohesive organizations. Project planning and

team leadership with $1M+ support budgetary responsibilities. History of

upgrading applications across multiple locations to boost profitability and

heighten user experience. Interface with internal and external clients to

deliver high-level customer service. Integrate large-scale acquisitions to

deploy hardware and software in efficient manner. Draw on training

expertise to enhance support service offerings. Six Sigma Green Belt with

ITIL Certificate in IT Service Management. Fluent in Spanish. Areas of

Expertise Include:

Technical Training

Acquisition Integrations

Desktop Deployments

Project Budgeting

IT Troubleshooting

Networking Concepts

IT Procurement

Systems Upgrades

Client Support

Professional Experience

Matheson Tri-Gas - Basking Ridge, N.J. 1998 to 2013

World's fifth largest supplier of gases and gas handling equipment.

Client Services Manager/Project Manager (2011 to 2013)

Served as primary point of contact for 2500 internal clients and 12

software vendors. Oversee $1.3M project services budget and one direct

report. Processed and fulfilled requests, fielded customer inquiries and

resolved complaints. Procured IT resources and technically trained on new

platforms.

- Cut costs $200K and enhanced end-user experience by upgrading to new

teleconference provider for 200 users.

- Increased support capabilities by integrating 10 acquired companies,

adding 1000+ new users to company. Integrations included network

synchronization, email and PDA migrations, desktop deployments, and

hardware replacement.

- Successfully upgraded Enterprise System TIMS Version 4.0 for 1300+ users

across 179 locations. Purchased, deployed and configured all hardware for

upgrade including printers and bar-code scanners.

- Spearheaded multi-year upgrade and integration of Time Clock payroll

system to 1200+ users across 85 locations.

IT Support/Operations Manager (1998 to 2011)

Led staff of nine employees providing Level 1-3 support for 3000+ users in

multiple locations across U.S. and Asia. Controlled $600K hardware and

software procurement budget. Gave final approval on approx. 40 monthly

invoices. Resolved software and connectivity issues. Installed, configured

and completed troubleshooting for user hardware and software.

Administered Microsoft Exchange Server, Windows Servers, ARCserve, Security

Card Entry application, and employee ID system. Addressed LAN/WAN

environment and remote support issues. Directed Minitab/Quality Companion

software and server licensing used for Six Sigma purposes.

- Recognized knowledge gap and increased company-wide IT knowledge by

championing creation of core curriculum on desktop and application

training. Efforts resulted in development of training classes and

webinars for employees.

- Ensured successful corporate office relocation by directing transport of

all hardware and restoring all network, printing and phone connectivity

the next business day.

Priscilla M. Orlando ( *********@*****.*** ( 201-***-****

Page 2

Prior Experience

System Specialist, The Janis Group, Inc., Rochelle Park, N.J. - Supported

over 300 users on software, hardware and connectivity for enterprise

application and business solution provider.

Information Systems Analyst/Technical Trainer/Support, Columbia Savings

Bank, Fair Lawn, N.J. - Technically supported over 400 users in multiple

locations on hardware, software and connectivity issues for largest mutual

bank domiciled within New Jersey.

Investor accountant - Secondary Marketing Mortgage Servicing

Credit and collection Administrator - Loan Administration Department

Assistant Data Processing Manager and Bookkeeper, Price & Pierce

International (Now Gould Paper)

Certifications

Six Sigma Green Belt Certification

ITIL Certificate in IT Service Management

Education & Trainings

Coursework

Sarbanes-Oxley Auditing Information Systems and Accounting Review, CPE

Project Management for IT Professionals, CPE

Microsoft Windows Server 2003, The Learning Tree

IIS 5 for Windows 2000, The Learning Tree

Java Script for Web Development, The Learning Tree

Fundamentals of the UNIX System, Hewlett Packard

Networking Essentials, Comp USA

TCP/IP Networking, Comp USA

Exchange Server Design and Implementation, ICM

Banking and Finance

Bergen Community College

Institute of Financial Education

New York Institute of Credit

Technical Skills

Personal Computers (Desktop/Laptops Network Printers & Peripherals ...

Windows Environments ... Windows Server & Network Administration ... MS

Office Suites ... TimeClock Plus ... Avante (ERP) ... Lawson (Financial)

... Helpbox (Layton Technologies) ... Change Gear(Service Desk/Change

Management) ... Remote Desktop (RPD) ... Citrix GoToAssist ... GoToMeeting

... GoToWebinar ... LogMeIn Rescue

Memberships

Project Management Institute - PMI

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