Project Manager Customer Service

Michael Bartfield

**** ***** *** **

West Chester, Ohio 45069

abl7ys@r.postjobfree.com

Home: 513-***-****

Mobile: 513-***-****

SUMMARY of QUALIFICATIONS

. Experienced Project Manager providing good customer service and technical

support for large companies such as Procter and Gamble, General Electric.

. Experienced Change Manager, Coordinator, and Scheduler using HP Service

Desk.

. Experienced ITIL Change Control Management

. Experienced with Software Development Life Cycle Management

. Experienced in Windows NT 4.0, 2000 and 2003, Account administration,

Help Desk, Server refresh project coordination, and being part of the

Change management process.

. Dynamic achiever with ability to support multiple projects utilizing ITIL

methodologies, concepts within the technology environments.

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD / COMPAQ / Digital (Cincinnati, Ohio) 1996 - 2010

Windows Project Consultant (2008-2010)

Provided consulting, scheduling and project reporting of new server

refreshes (both physical servers and VMWare) and Disk Storage upgrades when

servers reached the end of their warranty at the Procter and Gamble

Company.

. Successfully managed over 300 change tickets annually to ensure all

necessary steps were taken to upgrade old server hardware to a new server

with minimal downtime.

. Contributed to weekly Change Management meetings by providing updates

concerning any business critical change tickets related to server

refreshes.

. Successfully coordinated with the P&G owners the server downtime and

project reporting to P&G and HP management.

Windows NT 4.0, 2000 and 2003 Support (2005-2007)

Provided Windows NT Server support for General Electric Aircraft Engines

Division users.

. Provided software/hardware support for Dell and HP Windows servers.

. Provided User privileges support.

. Imaged and deployed new servers when needed using WinPE and Norton Ghost.

General Electric - Customer Web Support (2004-2006)

Provided Airline customers support for the General Electric Aircraft

Engines Customer Web portal.

. Maintained the highest first call closure rate.

. Proved user support around globe using various Windows and Linux systems.

Windows Exchange 5.5 and Outlook support (2001-2005)

Provided customer support for Microsoft Outlook and Microsoft Exchange

Server 5.5.

. Ensured that all email was delivered to all users virus-free.

. Resolved individual mailbox problems.

Help Desk Support (1996-2000)

Provided phone support for all customer computer related problems.

. Maintained the highest first call closure rate.

. Working with customers globally with remote access problems

Helped customer move large amount of data international over Department

of Defense or local airline internal networks

General Electric-Aircraft Engines (Cincinnati, Ohio) 1979-1996

Senior Help Desk Analyst (1991-1996)

Provided user phone support for PC hardware, and various office products.

. Helped create the First General Electric call center.

. Worked with various vendors to setup the phone system and network systems

for the center.

System Architect / Analyst

Developed and designed various online computer systems in COBOL and using

IDBMS running under CICS.

. Designed an online computer system that received materials and tracked

all FFA quality requirements before the parts were used in building an

aircraft jet engine.

. Designed an online system to manage Aircraft engine parts within 3

warehouses. The system also determined the most economical way to ship

those parts to each of its customers.

. Recommended and implemented computer equipment that was used in each

warehouse to print shipping labels using Xerox printers.

Additional Experience

Great American Insurance, Cincinnati, Ohio, Systems Analyst

Worked on a project team that designed a new online claims system using IBM

DB2 and CICS

Hooker Chemicals, Grand Island New York, Systems Analyst

Developed and designed various online computer systems in COBOL and FORTRAN

Nationwide Insurance, Columbus, Ohio, System Analyst

Designed a computer system to determine the agent's loss ratio to calculate

their semi-annual bonuses.

EDUCATION/TRAINING

BS Applied Science in Computer Science - Miami University (Oxford Ohio)

PROFESSIONAL DEVELOPMENT

Microsoft Certified Systems Engineer NT 4.0 (1998)

ITIL Training - Essentials (2005)

Microsoft Office Suite: Power Point, Excel, Word, Project, Access, One

Note, Sharepoint

Awards

. Outstanding Recognition for determining that an IP provider was blocking

one of General Electric's Customer Web site.

. Outstanding Recognition in restoring computer equipment and networking

services after a major storm had destroyed a corner of a warehouse

Volunteer and Charitable Activities

American Cancer Society

United Appeal Drive

Assistant Soccer Coach for Lakota SAY Soccer

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