IT Project Manager, IT Sr. Technology Support

Mark Vallo

*** ******* ******, ************, ** *7128

615-***-**** (Office) 615-***-**** (Home) 615-***-**** (Cell)

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

Jun 1999 - Present: Sr. Technology Support Specialist, Vanderbilt University IT – Responsible for the delivery

of IT projects, onsite technical support of electronic technologies, networks, and software applications.

Accomplishments include Team Lead managing and mentoring a team. Developed project management strategies:

including Agile/Waterfall methodologies to ensure on time, on budget hardware and software deployment. Provide

risk management, vendor selection, and stakeholder management.

• Delivered on time, on budget hardware deployment project using Agile/Waterfall method.

• Delivered on time, on budget software deployment project using Agile/Waterfall method.

• Delivered 280 desktop/laptop Windows software refresh upgrade on time, on budget using Agile method.

• Reduced overtime cost 12% by reviewing/analyzing duplicate service issues.

• Achieved 23% increase in time-to-close service tickets by reviewing/analyzing importance of priority.

• Developed HIPAA processes for organization to secure scan-to-fax.

• Developed issue research, analysis, and solutions documenting resolutions in knowledgebase.

• Increased workflow 12% by delivering training for software applications installed on workstations.

Jun 1997 – Jun 1999: LAN Manager, Vanderbilt University Medical Center – Responsible for the

administration and maintenance of four Novell network servers, 200 workstations, and 220 user accounts.

Supervise and mentored LAN Technicians until they were promoted to LAN Manager. Develop knowledge articles

for future knowledgebase.

• Decreased network downtime 232% by providing a high level of server management.

• Delivered on time, on budget hardware deployment of 200 workstations using a top-down approach.

• Increased team performance 7% increase by providing guidance and support to team members.

• Decreased budget 12% by increasing server disk storage, and removing duplicate files and old servers.

• Achieved 3% increase in user productivity by providing technical assistance and training.

Dec 1994 – Jun 1997: Computer Tech/LAN Tech, Vanderbilt University Medical Center – Provide hardware

and software support for 150 departmental workstations and users. Responsible for creating User profiles on

network and local workstation. Provide assistance to LAN Manager converting DOS, Windows 3.1, and Win 95

workstations to networked workstations with Win NT 4.0 and booting to network. Created new inventory control

system for department.

• Achieved 35% performance increase converting DOS, Win 3.1/95 to Win NT 4.0 networked workstations.

• Developed training program to support users converted to Win NT 4.0.

• Created an inventory control system in MS-Access that achieved 100% accuracy of inventory.

• Increased customer satisfaction 70% by developing a service call database.

May 2010 – Dec 2013: Adjunct Professor, Bryant & Stratton College – Facilitate online learning of Business

and Technical classes to students. Provide students with critical thinking tools to accomplish the learning

objectives. Improve the overall learning experience using exercises, e-learning, or written communication.

• Increased classroom learning 10% by discussing new case studies relating class room to daily life.

• Increased student participation 5% with effective use of technology and information resources.

• Awarded a student rating of 95% with critical thinking and learning strategies for life.

Education

• MBA/PM, University of Phoenix, 2014

• MBA, University of Phoenix, 2010

• B.S. Business Management, University of Phoenix, 2007

• B.S. Marketing, University of Phoenix, 2007

Certifications

• Six Sigma – Green Belt

• ITIL 3.0

• A+ / Net +

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