Project Manager Customer Service
Resume:
Robert T Swain
**************@*******.***
http://www.linkedin.com/in/roberttswain
Experience Profile
. Demonstrated ability in forming and leading large scale technical
projects with strong business alignment utilizing project management
lifecycle methodologies (SDLC)
. Strong negotiation skills and ability to effectively resolve conflicting
priorities from multiple internal/external customers
. Comprehensive knowledge of desktop/laptop hardware/software and server
hardware configuration
. Comprehensive knowledge of Microsoft Office Applications and Operating
Systems
. Outstanding problem solving, customer service and demonstrated sales
skills
Proven supervisory and managerial skills in a diversified work environment
Experienced in implementing policies, procedures and documentation
standards
Experienced teacher and software trainer in a diversified work environment
My Objective
To obtain a position applying my skills in project management, business and
systems analysis, technical problem-solving, training, operational support
and utilize my experience in working in a strong, customer-focused team
environment to support the overall product and professional service of the
organization. Coordinated all bug issues and software anomalies with
Development for resolution.
Work History
MCCinnovations CDIA+ certified
08/2009 - Present / IT Support Manager
Tallahassee, FL
Responsible for managing the day to day operations of highly skilled IT
professionals; which includes performance management and coaching. Resolve
and directs technical and customer satisfaction issues to ensure quality
support environment and to obtain maximum customer based satisfaction.
Develop new plans and objectives and participates in cross-functional
department projects to improve operational performance for the
organization. Work with management to develop and implement strategic
plans, initiatives, and direction and create new workflow processes to
track performance. Responsible for Handling moderately complex projects
and escalations
Granicus Corp
09/2007 - 04/2009 / Manager Client Deployments
San Francisco, CA
Developed and executed a new client facing implementation process for
deploying various web based products that reduced the amount of time and
increased the efficiency by championing the use of formal project
management techniques. Created a process whereby team can successfully
manage project expectations, milestones and effectively communicate with
all stakeholders. Complete re-write of all technical documents associated
with implementation of products. Manage extensive project load of new
clients to completion and client utilization of products. Managed cross
functional involvement for Development and Granicus' Partners throughout
various projects involving customer requests and priorities.
Eatec Corporation
07/2005 to 08/2007 / Project Manager - Implementation
Emeryville, CA
Create and maintain project implementation plans for new clients, rollout
timelines for external clients. Responsible for documenting project
requirements and product specifications and features, managed change
requests throughout development life cycle and implementation life cycle
process, work with development and client through design and testing life
cycle and managed client expectations of development capability. Manage
software releases, updates, and customer rollout projects for Eatec's
primary product. Support clients in managing their data and data-related
issues in SQL databases.
WWW.OOOPPS.COM
09/2003 - 05/2005 / Consultant
Oakland, CA
Established an IT consulting practice to facilitate small business
ownership of Internet Ecommerce activity integrated to their sales,
marketing and customer service functions and improve performance across the
entire organizational structure.
Del Monte Foods
03/1999 to 07/2003 / IS Technical Project Manager
San Francisco, CA
Responsible for several large, complex hardware/software implementations
while utilizing project management lifecycle methods. Analyzed business
requirements and developed software solutions or recommended standardized
software package solutions that increased overall organization
effectiveness. Planned, directed and managed daily operation of IT
infrastructure for desktop/laptop to client server administration for a
multi-location company. Participated in the Capital budgeting expenditure
process; recommended appropriate hardware upgrades. Responsible for web
projects that included global requirements, redesign, and execution of
corporate strategy both internally and externally. Managed IT vendors by
providing clearly defined strategic direction to produce effective
programs.
Olsten Staffing Services
1997 to 1999 / IT Staffing Specialist
San Francisco, CA
Assigned to multi-national corporations utilizing my extensive skills in
accounting and financial analysis; sales & marketing; administrative and
customer support; computer software and Internet support and database
management support.
McKisson Sargent & Oliason, P.S.
1993 to 1996 / Systems Administrators and Accounting Manager
Seattle, WA
Recruited to manage accounting, billing, and payroll, corporate and trust
bank account reconciliation's, collections and preparation and reporting of
all taxes for regional law firm. Resolve network failures and software
conflicts for a Novel network. Experienced at providing training support
for various software applications.
.
Lake Washington Vocational Technical School
1989 / Certified Teacher
Bellevue, WA
Taught fundamentals of real estate finance at the adult vocational level
for Real Estate professionals so they could meet yearly State of Washington
real estate licensing requirements.
Gibraltar Savings of Washington
1986 to 1988 / Assistant Vice President Manager
Bellevue, WA
Received recognition for outstanding performance for implementation and
management of diverse mortgage loan portfolio through analysis of economic
and market trends. Developed numerous financial database modeling reports
for senior management to analyze real estate securities trading profit and
loss positions. Provided educational training to loan officers of real
estate loan products, underwriting criteria and marketability.
Education
Ohio State University
Columbus, OH
B.S. Business Administration / Finance
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