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Project Manager Customer Service

2118, United States
October 04, 2010

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James R. Michalowski

*** ******* ******, *** *, Boston, Massachusetts 02118



Results-oriented IT Project Manager with 9 years of experience in

management, customer service, and technical services within the IT,

education, and travel industries. Strong skills in customer service and

technology management. Managed technical procurement process for 1200

faculty, 200 staff and 8,000 students. Recognized as an excellent

communicator with exceptional people skills.


CAMBRIDGE COLLEGE, Cambridge, Massachusetts 2002 - Present

Cambridge College is a unique environment where working adults can build

their education on a lifetime of learning within a responsive learning


IT Project Manager (2005-Present)

Responsible for planning, implementation, project management and support

throughout the College's eight locations.

Highlight of Accomplishments

. Provided technical and project leadership for the advancement of the

technical infrastructure and supported projects.

. Developed laptop initiative program for 2000 students distributing

laptops to over 2000 students at multiple locations.

. Represented the IT team at senior level College wide meetings, as well

as lead and developed departmental meetings

. Supervised Inventory Control Coordinator as well as Help Desk


. Oversaw day-to-day operations of the IT department including

coordination and development of the technical support team.

. Assisted IT Director in conducting the administrative affairs of the

Department, interviewing candidates for multiple potential new hires.

. Coordinated the design, development, and delivery of new applications

and support of existing ones by working closely with campus end users

to meet the needs of all campus members.

. Developed move from First Class Email to Outlook Email to Gmail over

my tenure.

. Manage relationships and direct contact with clients and vendors,

consolidating technology equipment leases and worked directly with

leasing companies.

. Procured hardware and software purchasing and developing classroom

technology throughout the College, including across multiple


Inventory Control Coordinator (2004-2005)

Managed and tracked over 2000 pieces of IT assets for the College's eight


Highlight of Accomplishments

. Organized all IT hardware and software assets for over 2,000 faculty,

staff and students.

. Created basic inventory template from scratch for all IT assets,

purchasing and implementing an all inclusive asset management and help

desk solution.

. Identified and communicated IT purchasing and leasing issues and needs

with vendors, then coordinated with IT Director and Assistant Director

to remedy those needs.

IT Help Desk Manager and Technician (2002-2004)

Managed and trained help desk technicians providing help desk and computer

lab support for 1200 faculty, 200 staff and 8,000 students. Installed new

work stations and provided mobile lab and classroom support to faculty and


COUNCIL TRAVEL, Boston, Massachusetts 2000 - 2002

A student travel organization that provided economical travel for students.

Boston location was responsible for IT support for all locations


Information Technology Support Specialist (2000-2002)

Assisted local staff at main call center, and also remote staff at retail

shops nationwide via phone and internet support.

Highlight of Accomplishments

. Provided data and phone support for travel company call center of 150+

staff, including 70 plus retail shops nationwide. This included

personal end user desktop support, as well as Help Desk phone support.

Help Desk lead Tech with dispersal and resolutions of trouble tickets.

. Successfully completed hardware and software installations and


. Supervised team of 5 agents/coordinators in the assisting of the IT


. Managed procurement and daily computer maintenance, telephone

troubleshooting, as well as the set up and management of voice-mail

and telephone accounts

JFK MUSEUM AND PRESIDENTIAL LIBRARY, Dorchester, Massachusetts 1999 -


The museum portrays the life, leadership, and legacy of President Kennedy.

Students and scholars can also arrange to conduct research using the

collection of historical materials.

Collection Assistant (1999 - 2000)

Updated and organized the museum's collections via the museum's database as

well as physically relocating and handling museum inventoried items and

archival parchments. Researched future exhibit topics. Assisted in training

and supervising interns.


M.M., Master of Business Management

Cambridge College, Cambridge, MA

BA Anthropology with a Minor in History

University of Massachusetts at Amherst, Amherst, MA


Software: Proficient with Microsoft Excel, PowerPoint, Word, Outlook, and

Project; also have working knowledge with Basecamp Project Management


Training Courses: Including Microsoft, Skillpath professional services,

Nercomp and Educause education and technology related conferences and


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