Customer Service Project Manager

Mark C. Brown, MSM

Cell: 623-***-****

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

Summary

Dedicated, driven to succeed project management and IT professional with a

proven technical background supporting multiple projects and IT systems in

a fast-paced environment. Strong team member with effective communication

skills. Areas of expertise include:

Time Management Skills Excellent Customer Service

Training/Facilitation

Documentation Compiling SLA Compliance Budget Management

Process Improvement Project Management Technical

Help Desk

Education

Master of Science in Management (MSM), IT Project Management/Network

Security, 2006

Colorado Technical University, Colorado Springs, CO

Bachelor of Science - Criminal Justice

University of Maryland, College Park, MD

Professional Experience

Wells Fargo Bank

2009-Present

Chandler, AZ.

Information Security Analyst

Security analysis of user access. Daily ID provisioning for access

to company systems. Updating employee records, certifying employee

information and terminating application access when necessary. Problem

solving of technical issues related to access of specific systems. Active

directory moves for employees transferring business units. Assuring

requests for security access is completed within SLA and according to

company security audit regulations.

Ebay

Scottsdale, AZ

2008

Onsite Desktop Support

Co Supervised the onsite technical support of over 300 end-users.

Resolved daily issues including new hire setups, software installs,

connectivity issues and computer imaging. Responsible for setup of phone

and voice mail systems. Break-fix on Dell computers and HP printers.

Increased customer satisfaction based on surveys from 80% to 100%

within two months.

Raised SLA on end-user tickets from 75% to 95% within two months.

DHL

Scottsdale, AZ

2005-2008

IT Project Lead

Coordinated and assisted in the delivery of large scale Information

Systems projects. Supported senior project team manager and other project

team members. Allocated and tracked project team resources. Organized and

developed bid estimates and presentations. Tracked key project milestones

Scheduled/assisted in facilitating TouchPoint process improvement

workshops to increase the efficiency of communication and

productivity within all department interactions.

Lead the compiling of documentation for all professional services

applications to include current budget cost figures and

utilization. Documentation used to determine potential cost-

reduction areas.

Established SharePoint sites for increased communication between

project teams and documentation compliance within CMMI standards.

Collaborated with senior management team on multiple projects.

Technical Services Specialist Internal Help Desk

Call Center technical support for DHL employees, stations, & hubs

worldwide. Software support of more than 1500 Microsoft and proprietary

DHL applications. Configured/supported PC operating systems & hardware.

Successful resolution of 20-30 technical issues daily resulting in

increased productivity and internal customer service satisfaction.

Technical Services Specialist External Help Desk

Call Center technical support for DHL customers within the United States.

Supported customers in resolving issues with the DHL website and

other software systems.

Managed ticket database utilized for tracking & record keeping of

all incoming service calls.

Trained new employees on service desk procedures.

Wells Fargo Bank

Chandler, Arizona 2005

Help Desk Technician

Call Center Help Desk support for company headquarters and offsite

offices and banks. Trouble-shot network connectivity, network printing

and user access issues.

Adams Mortgage

Southfield, MI. 2004-2005

Computer Specialist

Installed, configured, and maintained organizations' desktop, laptops,

printers. Provided technical support on various investor websites.

Configured and administered loan origination system.

Key role in ensuring a proficient workforce and significantly

reducing system downtime.

Assisted in the company-wide installation and configuration of

commercial and proprietary applications resulting in increased

productivity and document compliance.

Castle Green Land Management

Greenbelt, MD 1991-2003

Project Manager / Co-Owner

Started up and oversaw daily business operations, including customer

service, accounting, auditing, and inventory control.

Planned and managed all company projects

Direct interaction with customers and vendors

Recurring budget management

Initiated marketing plan resulting in building business to more

than 250 weekly clients

Hired and managed a staff of up to 10 with responsibilities for

performance evaluations, benefits and payroll administration

Maintained customer relations and product quality that resulted in

more than 15% annual growth of the company

Technical Skills

Windows (2000, XP, Vista) Remedy PC

Imaging

Microsoft Project 2003 HP Service Desk Remote User

Support

Microsoft Office PlanView

Active Directory

Unisys ISeries

Avaya

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