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Project Manager Customer Service

7712, United States
May 24, 2010

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James F. Savage

* ***** ***** *****, *** Jersey *7712 -(732) ***-****


Develop innovative solutions to complex issues and problems through root

cause analysis.

Divergent thinker; strong brainstorming skills.

Adept in leading cross-functional, tactical and detail-oriented projects to

achieve business and technical goals.

Extensive knowledge, experience and a verifiable record of success in

technical leadership roles encompassing full life-cycle development,

managing a large client base, system integration including systems and

network administration and product management.

Strong written and oral communication skills. Clear and articulate speaker;

concise and effective writer. Quickly establish and maintain effective

rapport with individuals of diverse backgrounds.

Proven history of delivering exceptional and professional service.


Freehold Radiology and MR Associates Freehold, NJ

Manager of Information Technology 12/09 - Present

Oversee the entire network infrastructure for the medical practice

Conduct site survey to determine requirements to satisfy the daily needs of

the practice, prepare for future initiatives and expansion possibilities.

Manage contractors and budgets

PACS system administration

Liberty Tax Corporation of NJ

IT Manager-Network Engineer and Office Support 3/09 - 12/09

Conducted site review, setup and installation of IT infrastructure for

Central New Jersey franchise offices

On site and on call field support for territory offices

Responsible for the backup of office servers and tax data

New Jersey Resources - Wall, NJ -

Supervisor of Operations 3/08 - 3/09

Project Manager responsible for the acquisition, development and

implementation of software used for the forecasting of customer demand,

supply growth and calculation for customer base rates

Development of Microsoft SharePoint system for centralized document

retention, form automation and policy and procedure management to meet NJ

Board of Public Utilities standards

Responsible for the analysis and organization of departmental data models

NYCE Payment Systems - Secaucus, NJ (Contract Position)

Project Manager: Balance Transfer Systems

Coordinate the implementation of web based mortgage service and balance

transfer products and services for new clients

Identify project requirements, specific client needs and expectations,

collection of data, and act as the liaison on behalf of the company

Collaborate with account managers, sales department and development team to

determine project scope

Determine time lines for product roll out and ensure milestones are met

Identify potential product implementation problems and take steps to


SNL Financial. - Charlottesville, VA

Client Service and Project Manager: Investor Relations 5/05 - 8/07

Managed 6 client service representatives servicing 400+ clients

Designated Subject Matter Expert overseeing the project plans for product

and content enhancements of web based Investor Relations product

Assist in the development of Client Services Operations budget. Identify

and plan manpower levels in accordance with business requirements, budget

control objectives and business plan.

Interact with Sales, Marketing, Customer Service, Information Technology

and Product and Project Management to respond to client concerns and issues

Create product and content specifications for each product release and


Personally handled all newly signed client projects

Oversaw a 30% growth in client base over 12 months

Created a team environment for effectively managing project status in a

matrixed organization including timelines, risk assessment, resource

allocation, scope, and definition

Developed training program for client service representatives

Centrastate Medical Center -

Manager of Help Desk, Network and Operations 4/01 - 6/05

Managed the day to day operations of a service desk providing support for

1000 node healthcare center and successfully led a team of 10 functional

and technical professionals

Responsible for all troubleshooting, system upgrades/installations,

rollouts and to expedite the resolution of help desk call

Oversaw the inventory and purchasing of all technology needs as well as

prepare for future initiatives

Exceeded in delivery of exceptional support to all system users

Implemented a remote management and inventory system, managed the

replacement and installation of all desktops, automated all PC and server

building process'

Managed multiple projects simultaneously including site development, system

roll outs and product enhancement

TECHNICAL EXPERTISE: In addition to my professional experience, I have had

the opportunity to work hands on with many IT related products.

Below is a list of some of the products that I have directly worked with

and supported:

CompTia 2009 Network+ Certified

Installation and support of all Microsoft Office Suites, Operating Systems,

Windows Server 2000/2003/2008, Active Directory, Microsoft CRM, Microsoft

Virtual Desktop and Server, VM Ware, Blade Center, Citrix client support,

Mobile/Wireless Technologies, Blackberry Server Support, Ghost Enterprise

Server, Intuit Track-It, Ventyx Sendout, McKesson PACS, extensive hardware

installation, maintenance repair, and support many niche or user specific


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