Project Manager Customer Service
Resume:
Michael deLeon, PMP [pic]
**** ****** ******, #****. ** CA 94114
abmjvd@r.postjobfree.com
SKILLS Certified professional versed in Windows, MAC OS/X and Sun Solaris, and
Cisco.
Ten years experience as a supervisory and project manager.
Industry experience in the legal, retail, financial services,
manufacturing, and high-tech industries.
Successfully applied metrics to improve operational quality in diverse
environments
Extensive experience in managing enterprise IT projects through all life
cycle phases.
Proven experience adapting to every-changing business needs through the
application of my managerial, technical, and financial skill sets.
Solid experience designing disaster recovery scenarios and plans.
Developing and managing strategic partnerships with vendors, outsourcers
and customers.
EDUCATION MBA, University of Chicago, finance concentration, Chicago, IL,
December 1992.
BS, Chem Engr (Honors), University of Maryland, College Park, MD, May
1986.
PROFESSIONAL Operations Analyst, Macys.com [contract], Aug 2009 - Dec 2009. Mar
EXPERIENCE 2010 - pres.
Data analysis, process work flow engineering, root cause analysis
Create and publish production reports on system performance and
availability to systems owners and management for over 50 staging and
pre-production environments.
Coordinate root cause analysis (RCA) efforts to minimize future system
issues.
Manage Incident Tracking and Reporting Functions.
Document work-flow processes of code releases from QA through
Production.
Managed the adoption of HP OpenView/SiteScope for proactive monitoring,
alerting, and reporting.
Tools: JIRA, Confluence, FirstChoice, SiteScope, SQL, dot-com
monitoring, Gomez,
Operations Supervisor, Macy's, April 2007 - June 2009
Accountable for uptime/performance for all production systems within
Macy's Sales Promotion department. Managed day-to-day infrastructure
production systems.
Data Center consolidation for two Macy's divisions that included MAC
OS/X, Solaris, Cisco, Linux, and Foundry equipment.
Managed conversion project for 50TB storage system from SGI to SUN.
Implemented automated production controls and overall hardware/software
standardization.
Established an offsite disaster recovery site.
Developed multiple user guides and technical support guides,
Information Technology Site Lead, Kaiser Permanente July 2004 -
March 2007
Responsible for day-to-day support for 1600 desktop systems in a
hospital and medical office building. Analyzed business requirements
for the implementation of software and IT solutions. Managed the
implementation of local projects throughout the medical center.
Supervised 7 desktop technicians.
Managed hardware replacements and OS upgrades projects affecting 1600
workstations under budget and on-time.
Improved IT customer service ratings for our facility by 50%.
Implemented a wireless temperature monitoring system for all medication
refrigerators for the SF Medical Center across 12 buildings ahead of
schedule.
Worked with business units on customized medical software and web
solutions. Wrote requirements, developed testing scenarios and
assisted in implementation.
Specialties: Desktop Operations Management, Project Management
Project Manager/Network Manager, VocalPoint, San Francisco, CA, October
2000 - October 2001
Managed data center, help desk, and on-call support operations.
Managed 3 internal employees and 3 outside vendors.
Wrote RFI's, RFP's, specifications, scope statements and scope
management plans. Using these tools, selected and managed an
outsourced data center, help desk, and telecommunication vendor.
Communicated project status on multiple projects with tight deadlines
using MS-Project. Documented tasks so that all team members understood
and accepted their responsibilities.
Wrote numerous project plans using gathered requirement specs to manage
projects including the upgrade of servers, increase of capacity, and
deployment of software releases.
Developed formalized customer support procedures with vendors,
application development, and QA using written service level agreements.
This resulted in meeting aggressive targets and up-times over 99%.
Specialties: Project Management, Network Operations Management
I.S. Manager,Terraspring, Fremont, CA, February 2000 - September 2000
Managed the implementation, design, and support of the network
infrastructure. Performed Linux, NT, and Cisco administration.
Specialties: Management of Desktop & Infrastructure
Network/Project Manager, Sidley & Austin, Chicago, IL, June
1998-November 1999
Responsible for the installation, design and support of the network
infrastructure. Wrote numerous technical proposals, project plans, and
forecasts to complete simultaneous projects.
Developed, managed and executed a project plan to achieve Y2K
compliance of major network infrastructure systems - completed 6 months
ahead of schedule.
Reduced costs by replacing contract employees with full-time staff.
Managed the relationships with 5 WAN locations resulting in effective
deployment of infrastructure systems and successful communications.
Specialties: Management of Desktop & Infrastructure, Y2K, Cisco,
Windows, Project Management
CERTIFICATES Project Management Professional (PMP) #65839, December 2006 (renewed)
Unix/Open Systems Certificate, City College of San Francisco, May 2003
Microsoft Certified Systems Engineer (MCSE) #2885341, January 2003
Cisco Certified Network Associate (CCNA) #CSCO10490402, January 2003
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