Project Manager Engineer
Resume:
R. Wayne Mahatha
Somerset, NJ 08873
Home Phone: 732-***-****
Cell Number: 908-***-****
Email: ********@*******.***
Summary of Qualifications:
Accomplished professional with experience in Telecommunications, Computer Systems
Support and Project Management. Recent experiences include Service Delivery Manager for
IBM Global Services supporting customers hosted in IBM's Application Hosting
Environment (AHE), Global Web Architecture (GWA) and eBusiness Web Hosting
Accounts. Demonstrated excellence in using managerial and technical skills in a virtual user
environment to build internal /external customer satisfaction and responding to clients’ needs
on short notice.
Professional Experience:
2003-2009 IBM Global Services Piscataway, NJ
Service Delivery Manager/Associate Project Manager
Managed overall client relationships in conjunction with Delivery Project Executives between
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Web Hosting customers and technical support staff across multiple platforms for seventeen (17)
IBM internal accounts on a 24x7 basis that included IBM Business Critical web applications.
Established regular communications regarding account status, track issues and outages, provide
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change management assistance, and be the primary customer contact for any issues or escalations.
Assisted with management of costs including annual plan negotiations between service delivery
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and Delivery Project Manager.
Developed and maintained relationships with Service Delivery Center support teams such as Help
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Desk, System Administration, and Infrastructure Support to help meet Service Level
Agreements/Objectives.
Drove/Managed service quality and improvement of service delivery processes.
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Facilitated audit-readiness of all supported accounts .
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2000-2003 IBM Global Services Peapack, NJ
Team Lead for Desktop Support Services
Managed Desktop Operations for user base of 2800 Windows 2000 clients, including 50
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executives of Pfizer, Inc. (formerly Pharmacia) achieving 100% SLA attainment level throughout
entire assessment period.
Conducted weekly staff meetings with team and provided written monthly project status reports to
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Pfizer and/or IBM on all phases of service provided by desktop support regarding contractual
Service Level Objectives/ Agreements, Competency and billing.
Acted as primary escalation point for customer request, procedural issues and technical concerns.
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1996 – 2000 IBM Global Services Murray Hill, NJ
Information Technology Specialist
Acted as Lead Technician providing Tier II Level desktop services to Lucent Technologies
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headquarters location and five remote sites involving over 3000 customers.
Supported various Intel-based desktop and laptop computers (IBM, Dell, Toshiba, Compaq, HP
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and Micron) running Windows ’95, ’98, and NT 4.0 platforms as well as the following
applications: MS Exchange/Outlook, Office 97 Professional, Internet Explorer, Netscape, McAfee
Antivirus, Lotus Notes, Adobe Acrobat, Winzip and a host of in-house client/server applications
customized for Lucent’s business needs.
Developed and provided training to IBM teammates on the configuration of Lotus Notes,
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Microsoft System Management Server Remote Control features and other technical issues as they
arose.
1993 – 1996 AT&T/Lucent Technologies Basking Ridge, NJ
Desktop Support Engineer
Provided desktop support to over 1400 global Law Division professionals covering configuration,
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installation, maintenance and support of all aspects of the Law Office Automation Platform. This
was an embedded base of equipment valued at more than $10 million dollars.
Acted as liaison for all Automation Platform changes between the vendor and the technology team.
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Performed platform evaluation/certification testing on new AT&T pc models for compatibility
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with AT&T Law Division system requirements.
1990 – 1993 AT&T Technologies, Inc. Greensboro, NC
Installation Engineer
1987 – 1993 AT&T Technologies, Inc. Burlington, NC
Planning Engineer
1982 – 1987 Western Electric/AT&T Greensboro, NC
Engineering Clerk
Education:
DeVry University, North Brunswick, NJ
Bachelors of Science in Network and Communications Management
Graduation Date: February, 2005
GPA: 3.8/4.0
Dean’s List
Phi Theta Kappa International Honor Society
Guilford Technical Community College, Jamestown, NC
Associate in Applied Science in Electronics Engineering Technology
Graduation Date: May, 1987
GPA: 3.8/4.0
Dean’s List
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