Project Manager Customer Service

Naim Kazan, MBA

**** **** ****** ***** . *******, Arizona 85295

H: 623-***-**** . C: 973-***-**** . ******@***.***

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SENIOR IT MANAGEMENT PROFESSIONAL

Results-driven, exacting, energetic contributor with a progressive record

meeting or exceeding management and client expectations in fast-paced

environments. Able to translate complex business needs into actionable

plans that consistently achieve organizational goals, increase

profitability, and enhance value for clients. Astute analyst, strategic

thinker, and calculated risk taker. Personable, articulate, and persuasive.

An engaging speaker, savvy negotiator, and dynamic presenter. A natural

leader and deft team player able to deliver world class quality, on time

and at budget.

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CORE COMPETENCIES

Network Planning / Infrastructure Design . Project Management . Security /

Disaster Recovery . Budgeting . Purchasing . Vendor Management . Compliance

. Staff Development / Team Building

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sELECTED HIGHLIGHTS

Achieved $30 Thousand in project cost savings through supplier negotiations

. Honored with Fidelity's 2003 Presidential Award for upgrading enterprise

infrastructure resulting in improved business processes and workflows .

Analyzed Indian IT vendors in support of a high-value temporary site build-

out . Supported SAS70 certification audit process .

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CAREER TRACK

Information technology Adjunct professor, 2010 - Present

Anthem College, Phoenix, Arizona

Provide classroom instruction on various discipline and topics in

accordance with the college's requirements. Lecture

and communicate effectively with students of diverse backgrounds. Inform

students about course requirements,

evaluation procedures, and class participation and attendance requirements

according to course syllabus. Advise

students on academic and career options, future classes to consider, and

other topics. Work closely with peer

professors in training them and developing labs for student hands on labs.

Worked with colleagues in higher

education on various college issues.

. Lecture and Design classroom labs for various technology courses.

Courses included Microsoft 2003 enterprise server, installation and

configuration, Active directory/Domain Controller, DNS and DHCP

administration. Microsoft Exchange 2003 Enterprise installation and

configuration, Administration of Exchange 2003 server and Outlook

2003/2007 client on Windows XP workstation. Troubleshoot DNS/DHCP

along with introduction to Active Directory troubleshooting. Created

LAN accounts and user roaming profiles to login to Windows XP. Mapped

Exchange accounts to simulate real time messaging by sending email

across the LAN.

. Lecture and Design labs for Networking concepts course introducing

them to different technology and topologies elimination outdated

technology. The labs were predominately client/server, which included

more of Windows 2003 Enterprise and Active Directory. Include layer 2

configurations for creating Local Area Network. Troubleshoot layer 2

issues, Created Cate5 straight through, Cross Over, RJ45 Ethernet/T1

Loopback plugs, T1 standard and cross over cables to simulate a T1

circuit for students to observe.

. Motivate students to learn effectively. Challenge students, encourage

participation and attendance, and motivate

students to apply critical thinking. Created real world scenarios to

challenge student's ability to troubleshoot using the OSI model as a

frame of reference.

. Provide effective counseling to prevent student dropouts and assisted

in student retention for the school.

. Classroom size varied in range from 10-20 students and proactively

collaborated with college students who had

learning disability.

Information Technology Manager, 2007 - 2009

GFS, New York, New York

Proactively and effectively managed all facets of network operations for

this global financial services firm with offices in the US and overseas.

Key areas manage included daily network operations, staff training and

development, system design, upgrades, hardware and software purchasing,

installation, and configuration, licensing compliance, and security /

disaster planning. Responsible for researching and adapting new

technologies to boost performance and client services. Additional duties

included telecommunications support, vendor selection and management, and

staff training and development.

. Focused strongly on operational process improvements. These included

establishing ITIL controls and documentation resulting in streamlined

procedures across multiple departments. Played a leading role developing

and implementing services and support for infrastructures resulting in

improved product support and customer satisfaction. Developed strategies

improving troubleshooting abilities of the company on a global level.

. Directed routine system-wide and departmental system upgrades, including

OS for desktops and Exchange 2003, BES server, Domain Controllers, Citrix

4.5, Symantec Backup servers in an Active Directory enviorment,

maintianing corportate desktop images, applications, and network

peripherals. Oversaw helpdesk functions, including user training.

. Collaborated with IT management across regions to establish Quality

Assurance standards. Implemented system administrator on-call schedule

dramatically improving worldwide outages and change ticket resolution

following ITIL v3 industry standards.

. Upgraded Symantec Endpoint Protection Manager for US operations, and

spearheaded development of a formally non-existent customer service

satisfaction review process.

. Helped internal team audit resulting in SAS70 certification.

. Supported two US data centers and two data centers in India for 24/7

coverage.

. Conducted postmortem meetings addressing outages and communicating with

all stakeholders in identifying RCA.

Regional Technology Management, 2001 - 2007

Fidelity Investments, Jersey City, New Jersey

Provided technical and management leadership critical to assure peak

functioning of mission-critical network systems. Developed project plans

for integrating business acquisitions, improving existing systems and other

IT initiatives supporting 1,000+ users and the trading floor. Reviewed and

documented system design. Managed the vendor bid process and negotiated

contracts. Led engineering teams. Developed standard operating procedures

(SOP). Managed training, troubleshooting and disaster recovery.

. Introduced upgrades to enterprise infrastructure and improved business

processes and workflows for multiple business units by implementing ITIL

v1; recognized with a Presidential Award in 2003.

. Selected vendors, brokered contracts and supervised contractor work;

reduced project costs by $30,000 through effective negotiations with a

cabling supplier for Wireless network implementation.

. Orchestrated a 2002 network build for New York and New Jersey offices;

managed deployment of Network General Sniffer for both locations. Managed

installation of 8700Avaya and Cisco 6000, 6500 equipment that supported

VOIP solution.

. Researched wireless and security systems, solicited vendor bids and

directed the company's wireless build-out.

. Led an IP reclamation project that reduced address consumption; played a

key role in smooth Windows XP system migration.

. Reduced trouble call volume to the company's Techline by providing

advanced troubleshooting training. Other training included service and

technology protocols, change management, infrastructure installation, and

asset management. Instituted a peer review process to increase build

documentation skills.

. Appointed to assess Bangalore, India vendors for the build out of a

temporary site for four business units and supporting 300 end users.

Infrastructure consisted of redundant circuit, 25 server, and 8700 Avaya

PBX 6500 Cisco switches for call center.

. Conducted business continuity planning (BCP) testing with multiple

business units; audited server infrastructure, capacity and layer 2

configurations.

. Managed ordering circuits and conducting head-to-head testing with

carriers.

Network Project Manager, 1994 - 2001

NJTCS, Inc., West Caldwell, New Jersey

Effectively planning, orchestrated, and managed network and data center

development projects for clients with varied business requirements and in

multiple industries. Maintained high level of customer trust through

relationship building, transparent communications, and consistent delivery

of services at budget and on time.

. Developed and presented project proposals, and directed project teams in

implementing infrastructure for point-of-presence (POP) sites in the

Northeast region. Conducted quality reviews and played a key role in

assuring regulatory compliance. Trained technicians in operating

procedures.

. Directed teams in installation of desktops, thin client and printers and

networked data communications hardware to consistently meet technical

objectives, budgets and timelines.

. Assessed cooling, power, HVAC, and connectivity against industry

standards for rack location units (RLU), critical to effective design of

data centers.

. Performed the site survey vital for building the NJTCS nationwide network

supporting data, video, and voice services.

. Contributed to development of client technical documentation on network

design, security, planning, and testing.

. Defined client encryption technology requirements to assure compliance

with US technology export regulations.

. Worked in project managing installation of Cisco equipment for client

wanting to provide internet service for clients leasing office space

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LEARNING CREDENTIALS

Master of Business Administration

Ellis College / New York Institute of Technology, New York, New York

Master of Science in Information Technology

University of Capella, Minneapolis, Minnesota

Bachelor of Science in Information Technology

University of Phoenix, Phoenix, Arizona

Additional courses, seminars and workshops include:

IP Multicasting ? Influencing: How to Achieve Results ? Harvard Business

School - Constructive Conflict & Leading Teams with Emotional Intelligence

. Computer Associate Sniffer University

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CERTIFICATES & LICENSES

MCSE . ITIL Foundation: Information Technology Infrastructure Library

Contact this candidate