Project Manager Customer Service

JOSEPH E. BARNES

**** **** ****** ***** ( Brighton, Michigan 48116

248-***-**** ( ************@***.***

PROJECT MANAGER

Dynamic Project Management Professional with extensive experience leading

the entire lifecycle of numerous project initiatives for various corporate

entities, driving large-scale IT projects, providing scope, organization,

control, risk, and implementation.

. Leads teams of engineers in the resolution of customer hardware and

software issues.

. Directs IT upgrades and integrates systems for major clients.

. Spearheads relocation initiatives that improved client processes and

increased revenues.

. Reduces company expenses as a focal with superior warranty service

expertise.

Leadership ( Project Management ( IT Relocation Management ( Program

Management ( Quality Control

Hardware / Software Issue Resolution ( Productivity Improvement ( Team

Management ( Customer Service

Program Development ( Remediation / Escalation ( Relationship Building (

Communications ( Process/Procedures

PROFESSIONAL EXPERIENCE

AJILON CONSULTING, Southfield, Michigan . 2007 - 2009

A global top tier IT staffing and professional solutions organization.

IT Project Manager - General Motors (GM) Proving Grounds

Provided customer support for the controls engineering environment in a

level II help desk role. Oversaw the IT logistics for the engineering

groups from consumables to new laptops. Performed remediation or escalation

for hardware and software issues and risks. Maintained project logs for the

GM engineering team, and participated in weekly meetings with GM Team

focals.

. Spearheaded the scheduling function and supported the deployment of both

hardware and software for GM's new and existing employees in Milford,

Troy, Wixom, Pontiac and Romulus.

. Reduced deployment time for new engineer's laptops from 3 weeks to 1

day.

. Technical Environments: MS Project, MS Power Point, MS Excel, MS

SharePoint

SEARS HOLDING, Troy, Michigan . 2006 - 2007

The parent company of the third largest retailer in the United States.

Project Manager - Sears Essentials and Sears Grand Stores

Led a team of vendors as an on-site project manager for the Low Voltage

Team on the Restoration Project of 50 stores across the United States,

Puerto Rico and the Virgin Islands. Performed network and wireless access

testing to the Internet.

. Partnered on the highly successful Catalina Project that upgraded 500

stores with new registers that were tested and integrated into the Kmart

/ Sears network.

. Selected the vendors on the E-Hire project 1000 stores that needed 1

network drop to be installed and tested.

. Developed and presented the Request for Quote / Statement of Work and

was a participant in the final choice of the Sears Grand Low Voltage

contract award.

. Technical Environments: MS Project, MS Power Point, MS Excel

RESOURCE TECHNOLOGIES, Troy, Michigan . 2005 - 2006

Provides resources required to help our clients achieve their sales and

customer service goals and objectives.

Project Manager - PC Global Supplier Liaison for Daimler Chrysler (DCX)

Oversaw the transition of DCX customers from the Windows 2000/Novell

environment to Windows XP/Active Directory. Developed the site/group

implementation plan (task list and responsibilities and dates) in concert

with PC Global implementation teams and local customers.

. Boosted program success rate by 60% with superior migration abilities,

as well as the development and implementation of the rescheduling

process.

. Increased customer satisfaction by implementing a program to hold off

negative migration results regarding serial number changes.

. Grew migration numbers and reduced the number of aborts through an

effective computer relocation program.

. Technical Environments: MS Project, MS Visio, MS Excel

continued...

JOSEPH E. BARNES ( Page 2 ( ************@***.***

HEWLETT PACKARD, Livonia, Michigan ( 2002-2004

Develops and manufactures computing, storage, and networking hardware,

software and services.

Project Manager Specialist IV

Led the full lifecycle of area computer relocation processes and the

warranty relief program for this industry leading technology company. Owned

responsibility for monitoring daily reports, response development,

logistics supervision and billing, as well as service delivery, transition

oversight and customer satisfaction.

. Increased company revenue and met strict budget and timeline constraints

through exceptional supervision of the on-site logistics for HP

customers Ford Motor Company and Blue Cross relocations.

. Stimulated revenue generation with highly effective relocation

management skills.

. Exceeded customer satisfaction goals with superior customer relationship

building skills.

. Reduced company expenses by $5M annually and bettered warranty goals for

8 consecutive quarters.

. Technical Environments: MS Project, MS Visio, MS Excel. MS SharePoint

COMPAQ COMPUTER CORPORATION, Novi, Michigan ( 1998-2002

An American personal computer company founded in 1982, and is now a brand

name of Hewlett-Packard.

Project Specialist

Provided oversight for area field change order (FCO). Acted as warranty

focal, supervising de-installation, scheduling and management of computer

transport and installation while working with engineers.

. Generated additional revenues of $600K yearly with the relocation effort

for Ford Motor Credit.

ADDITIONAL CAREER HIGHLIGHTS

DIGITAL EQUIPMENT COMPANY, Novi, Michigan

Senior District Engineer

Supported engineers in regards to field change orders. Coordinated district

field change orders, servicing customers, overseeing contract resolution

and managing customer technical escalations. Earned 9.5 out of 10 customer

satisfaction rating

EDUCATION

Associate of Arts in Business Administration

Oakland Community College, Farmington, Michigan

ADDITIONAL TRAINING

Project Management Professional - PMP Certification (pending)

ITIL v3 Foundation

PROFESSIONAL MEMBERSHIP

Project Management Institute

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