Project Manager Help Desk

Winslow W. Crockwell

Beachview Dr., Rancho Palos Verdes, #216,

California 90275

Phone: 310-***-****

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

Experience

Western Federal Credit Union Torrance, California

2002 - Present

Information Technology Project Manager / Help Desk Manager

Responsibilities:

My assigned PM responsibilities include developing project plans,

conducting project kick off meetings, performing project discovery and

planning meetings, monitoring and controlling project activity, providing

updates to senior management, closing projects, and ensuring that lesson

learned are documented. Further, I am responsible for ensuring that all

projects are completed on time and within budget. My assigned Help Desk

responsibilities included the implementation of the Altiris Help Desk

Solution. The monitoring all outstanding Help Desk tickets, providing

statistical reporting regarding all Help Desk activity each month.

Additional responsibilities included organizing work schedules to ensure

appropriate coverage, encouraging team members, reinforcing company

policies and standards, providing guidance in the resolution of challenging

issues. I was also responsible for providing team member's annual reviews,

and overall Help Desk process improvement initiatives.

Major Accomplishments:

In support of the TRW Federal Credit Union & Western Federal Credit Union

merger (2004-2005), the largest Credit Union merger in history to date, I

was responsible for the implementation of a Nortel enterprise-wide

telecommunication solution which included; Call Pilot, Unified Messaging,

ACD capabilities, VOIP, and Call Center Screen Pop capabilities. As PM I

was also responsible for the technical infrastructure to support the new

phone system, including the installation of T1s, DS3 circuits and muxing

equipment. This project was accomplished during a merger while both

institutions were moved to a new facility over a period of 6 months from

start to finish.

In support of Western's core banking system replacement, I provided

leadership, and was responsible for the integration of 39 third party

vendors which had direct impact in all areas of the institution including;

Lending, Accounting, Card Services, IT, Imaging, and Collections. Post

integration, and as a result of my understanding of the Credit Union's

third party processing, I continue to be responsible for the resolution of

third party technical challenges, as they occur.

In support of Western's merger initiatives, I was the Information

Technology Project Manager for the Western-Channel Island merger and the

Project Manager for the Western FCU-International Rectifier Credit Union

Merger, both mergers completed between Nov. 2008 and July1 2009.

Additionally, for the calendar year 2002-2007 I also performed a dual role

as the IT Project Manager/Help Desk Manager. In 2005 I earned my Help Desk

Institute (HDI) Help Desk Director Certification. I managed a staff of

seven support technicians, implemented the Altiris Help Desk Solution, and

developed operation level agreements within the Information Technology

Department, and service level agreements with the functional areas outside

of the IT Department.

As a result of my enterprise-wide exposure, and my knowledge at Western's

business processes, during the calendar year 2007-2008 I was "on loan" to

the Risk Management Department where I co-produced Western's "Business

Continuity Plan" (BCP). My primarily responsible was to author each of

Western's department's individual continuity plans, by outlining the steps

that each department would take in response to a disruptive event. The BCP

plan was formally adopted and implemented in 2008.

TRW Systems Federal Credit Union

Hawthorne, California 2001 - 2002

Host Operations / IT Support Desk Manager

Responsibilities include:

My responsibilities included day to day core banking system operations,

including the management all daily transaction processing, the support and

maintenance of the host main frame including; backups, and upgrades.

Additionally, I was responsible for the Document Imaging Department, with a

staff of three imaging processors, and the IT Support Desk, supporting all

of the organizations hardware and software support requirements.

Major accomplishments:

. Established new SLA with our internal customers.

. Received 95% service satisfaction rating from internal team members.

. Implemented the Liberty Imaging System.

. Provided image retrieval for 100% of all member documents to the

organization within the SLA

Autoland Inc., Los ngeles, California

1995 - 2000

IT Director

Responsibilities include:

I was responsible for the of day-to-day computer operations including the

administration of the Novell LAN, Nortel telecommunications system, sales

reporting, daily backups, liaison for all third party vendors. Regularly

travel to branch offices to provide hardware, software, and computer

training support to the front line sales staff.

Major accomplishments include:

. The Installation of a new enterprise wide telecommunication system to

support call center capabilities.

. Implementation of a CRM to support calls center capabilities.

. I was the Project Manager for the implementation of the infrastructure

for the new Autoland facility including, installation of network

infrastructure, network security, internal cabling, telecommunication

infrastructure and capabilities, and data related redundancy.

D cor Concepts Inc. Arcadia,

California 1984-1993

Application Developer / DBA / Hardware and Software support

Responsibilities include:

My primary responsibility was to consulting with department heads to

determine requirements for applications design to automate manual

processes. Design and implement database application for each department.

Create and run weekly, monthly, quarterly, and annual reports.

Additionally, I was responsible for the backup of all systems. Finally, I

was responsible for selecting, purchasing, and installing all computer

hardware and software.

Major Accomplishments:

. Implementation of all enterprise-wide technologies including:

. CRM development and implementation

. Just in time" inventory development and implementation

. Telecommunications reporting capabilities

. Installation of a Novell Network,

Education:

Graduate of Marshall Fundamental High School

Pasadena City College

Help Desk Institute - Certified Help Desk Director

PMI Training

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