Customer Service Project Manager

keith delvicario

**** ***** **** *** *******, FL. 32835 407-***-****

***********@*********.***

Project Engineer

Systems Analysis / Software Applications / Integration / Troubleshooting /

Cost Reductions

Project Management / Customer & Technical Support / Process Improvements /

Call Center / QA

As a results-driven and versatile IT leader, I developed system solutions

and delivered IT/IS projects ahead of schedule and under budget. Deploying

latest technologies, I resolved complex business needs and improved

organizational effectiveness for mid-sized and Fortune 500 companies. My

key differentiators include:

. Designing technical initiatives, leading teams to eliminate

unnecessary costs

. Enhancing systems to increase productivity and customer satisfaction

. Defining project scope, formulating and tracking milestones

. Creating and implementing reliable IT/IS solutions, providing

companies with a competitive edge

. Aligning technologies with organizational needs to maximize results

With a BS in Computer Information Systems from DeVRY Institute of

Technology, I later completed Sun Microsystems Hardware, Crucial

Conversations, Leadership and Solaris Systems Administrator certifications.

Additional expertise includes UNIX, Microsoft Office, HP/UX, AIX systems

and Sun, HP and IBM hardware.

Selected Accomplishments

Ensured critical project deadline was met. University of Central Florida

required installation of new hardware and software applications within

certain time frame to secure contract. Recruited and led team, completing

project in 80% of allotted time and under budget, adding $1.2M in revenues

for Sun Microsystems.

Conducted mainframe hardware service. Walt Disney World needed system

serviced within maintenance window. Organized team and designed contingency

plan to cover faulty replacement components. Completed project during

designated down time with no interruption to client business. Saved client

$100K+in cost overruns.

Increased system uptime. Customer system was experiencing significant

downtime. Installed system check application, indentified hardware

deficiencies and missing key patches. Created and implemented plan to

upgrade patches and replace failed hardware. Boosted system performance and

uptime for Sun Client by 25%.

Developed service tracking system. Customer service tracking system for

incident response and repair time was inefficient and inaccurate. Created

new reporting system to effectively monitor and evaluate performance on

monthly basis. Saved Sun thousands annually in administrative costs on this

project.

Improved productivity. AMEX needed a faster process for testing and

documenting results on technical projects. Designed and implemented process

improvements, delivering increased speed and more accurate testing results

to reduce engineering time spent on monitoring projects. Increased

production capability in excess of 40%.

Career History

Project Manager, American Express, 2010 to Present. A $26B financial

services company. Direct technical projects from inception to completion.

Create and develop projects in Clarity, schedule resources, lead team

meetings. Drive completion of action items and impact requests. Manage

variable and fixed resources of $1.3M+.

Sun Microsystems, an $11B Fortune 500 global provider of software and

network computer infrastructure solutions.

Service Account Manager, 2006 to 2010. Promoted to lead customer service

team with responsibility for delivering superior customer service.

Managed projects, applications, sales support and implemented improved

client service levels in region. Coordinated small staff.

Systems Support Engineer III, 2003 to 2006. Provided system installation

and support including hardware, operating system and software

applications to over 20 key accounts.

Systems Support Engineer II, 2000 to 2003. Isolated and resolved

problems by using system software diagnostics. Installed and upgraded

Solaris operating systems on client servers.

Earlier: Senior Systems Technical Supervisor and Technical Analyst,

American Automobile Association. Technical Support Analyst, First Computer

Corporation. Programmer Analyst/Systems Administrator, Maywood-Provisio

State Bank.

Additional: I enjoy traveling, physical fitness programs, family activities

and volunteering for local charities.

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