Project Manager Customer Service

YANCY DONADO

***** *. ******* ****** ****. #***** Houston, TX 77082 Phone: (713) 382-

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

SUMMARY:

A proficient, committed, innovative IT Manager, with a proven track record

of highly successful projects, and a shrewd, solution focused initiative to

remove barriers and deliver corporate revenue growth while decreasing cost

of operations. A visionary manager and efficient team engineer with

expertise in directing multi-level IT disciplines, performance, services,

specializing in Information Technology/Information Systems/Real

Estate/Telecom Project Management, security core networks, data/software

systems migration, integration, relocation, and upgrades. An intuitive,

altruistic leader cultivating excellent business partnerships, client

relationships and initializing highly efficient human resources to excel in

attaining productive goals and measures.

QUALIFICATIONS:

> 5 years of IT Project Management/Supervisory/Matrix Experience

(within a lead technical role).

> 4 + years of IT Procurement Experience (million dollar budgets). ITPR

(HP IT Procurement), and SmartBuy.

> 1+ years of managing project managers (real estate, business, and

vendor specific PMs)

> 7 years of technical support and internet support.

SKILL SET:

> 5 years: systems support - install/remove/decommission

hardware/peripherals /copier/fax/digital devices.

> 6 years: network support - IP, LAN, WAN, VPN, Wi-Fi, Bluetooth

Connectivity, Cisco routers and switches, Project Management, Network

Admin, Active Directory, Avaya Digital Phone Systems, Ghost Imaging,

Remedy, LANDesk, WIN/Unix/Linux and an array of software/applications

including MS Office Suites, SAP, proprietary software, Cisco, Citrix,

Oracle, Symantec, virtual software, Sequel, etc.

> Bilingual: English /Spanish - Former WA State Certified Health &

Human Services interpreter.

WORK EXPERIENCE:

Nov. 2008 - Jan. 2010 Adecco Houston, TX

Global HP (Hewlett Packard) IT Project Manager/IT Global Security

Organization

ACHIEVEMENTS:

> Built the split core data/voice HUBS in the Americas. Management

informed me the project was 1 years behind with a history of 4

previous failed PMs. With the same team, I delivered it in 3 months.

This enabled HP to transform multiple sites to the new HUBS, which

significantly reduces their costs of operations and maintenance.

> Resolved urgent network system relocation issues for a client. The

client was worth $600 + million per year and adverse actions would

take place if not moved immediately. I worked with all possible

resources and successfully relocated all systems within 2 weeks. HP

millions of dollars and client confidence was reestablished.

WORK DESCRIPTION:

> Managed top 200 projects that I reported weekly to Sr. Vice President

through presentations. Worked within HP main Data Centers and

facilities globally. Established and provided security at each stage

and level of development. Presented project and data information to

sr. management and their employees in order to establish common

knowledge. Held internal IT meetings. Controlled a group of projects

as an integrated portfolio.

> Procured all equipment. Budgets consisted in the million dollar range.

Executed procurement processes associated with approvals, supplier

selection, contract development, negotiation, and supplier management.

> Handled the relocation/downsizing of real estate properties (HP sites)

by moving/uninstalling/decommissioning hardware/applications and re-

engaged/re-commissioned all systems across multi-technical platforms

and locations.

> Requested quotes, hired, and scheduled all vendor activity. Built a

network of trustworthy vendor relationships.

> Ran all phases of global projects to deliver millions of dollars in

savings to HP, monitored program operations across regions,

cross/multi functional teams, and deployed the global Managed Service

Providers.

> Influenced high-level business leaders by presenting technical

analytical data with my recommendations. Maintained individual and

team performance goals, coached managers, senior individual

contributors, and made all necessary change initiatives. Interfaced

closely with clients, customers, and stakeholders within the projects

to provide service delivery. Protected all confidential data while

managing expectations.

> Carried out high-impact business plan developments that enabled the

execution of business strategies (e.g., implementing new growth

initiatives, reducing costs). Directed large, highly complex business

planning projects by measuring deliverables and milestones. Served as

the IT management focal for all engineering/customer/team escalations.

June 2005-Sept. 2005 Spherion (per: IKON) Houston, TX

PC Technician, Information Systems

Oct. 2005- Sept. 2008 IKON Office Solutions Houston, TX

Senior Technician

ACHIEVEMENTS:

> Hired permanently through Spherion after 3 months. Promoted to Sr.

Technician with a substantial raise and benefits package. Improved the

IKON IT Department by 80% in quality/efficiency/ service.

> Became the Avaya admin and restructured the entire Avaya

administration support services team for IKON in the U.S. Call centers

faced less down time, increased personnel production, and increased

revenue.

JOB DESCRIPTION:

> Installed/troubleshot/reconfigured/maintained and repaired all

hardware all pcs/laptops and a vast array of software (Citrix, Oracle,

Oracle Hyperion, Oracle SQL, financing software, MS Office Suites,

Symantec, Crystal Reports, Java, etc. Used Ghost software to image

desktops/laptops. Tracked and stored all inventory assets using

database management. Operated LANDesk to track assets and resolve user

issues remotely.

> Supported over 1,200 + users in a global corporate setting. Service

areas included IKON main office, warehouse, Beaumont & other TX/LA

remote locations. Provided users with advanced technical support and

responded to any questions/concerns of their network access.

Established user environments, permissions and updated active

directory. Resolved Remedy tickets, delegated/forwarded tickets to co-

workers and proper departments. Participated in ongoing weekly/monthly

IT management meetings while dispersing ongoing updates regarding

enhancements & innovations to management, customers & peers.

> Supervised software/application integration/installation/rollouts, and

lease rollovers. Trained temporary employees how to resolve minor

technical issues, transfer files/settings/apps to new equipment,

securely package computers, ship equipment back to vendor and set

boundaries for internal client expectations.

> PBX admin/installation of digital, VOIP and analog fax lines.

Networked cat5 lines through switch rooms, server rooms and physical

location of outlets. Configured phone extensions and tracked/stored

telephony assets.

July 2003-Feb. 2004 Convergys Houston, TX

Customer Service and Problem Resolution Representative II

> Administered customer support for SBC Global. Changed and manipulated

hardware/software configurations/settings via telephone interaction

with customers while detailing all information on databases. Supported

user internet access and modems. Diagnosed/resolved technical

problems, and created Magic tickets to dispatch field technicians.

EDUCATION:

2007-Present Devry University Houston, TX

Bachelors of Science in Technical Management (Anticipated

completion: Summer 2010)

HR & Communications in Projects, Procurement and Contracts, Risk Management

2002-2007 North Harris College Houston, TX

A.A.S.: Computer Networking - Microsoft Specialization

Information Technology Certificate, Computer Networking Certificate

2004 Convergys Houston, TX

A+ Certificate, Comp TIA

Computer hardware/software components, I built my first computer in this

class.

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