Project Manager Customer Service
Resume:
Howard Mason
Email: *********@********.***
Address: ***** ********* ***
City: Horizon City
State: TX
Zip: 79928
Country: USA
Phone: 512-***-****
Skill Level: Experienced
Salary Range: $45,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
HOWARD U. MASON
13809 Ryderwood Ave, Horizon City, TX 79928
*********@********.***
INSTRUCTIONAL DESIGN AND PROJECT MANAGEMENT
Training development professional with more than 5 years of in-depth experience instructional design and 6 years of appliced project management experience
SUMMARY
Managed $3 million budget project and achieved project goals.
Leader in managing projects through effective and motivating mentoring strategies.
Project Management
IT Management
Customer support
Training
Proficient in Windows Servers; Citrix; Virtual OS Middleware; IIS; SAP GUI 7.1; Microsoft Office, Microsoft Exchange, SharePoint, Oracle (Basic Knowledge), Java, SAP, Crystal Reports 8.X.X, End-User Support, LAN technologies, Helpdesk Support.; PDA, Blackberry; AS/400; VOIP; Avaya; Adobe Creative Suite Products; HTML; and jQuery.
EMPLOYMENT HISTORY
Hewlett Packard (HP) Enterprise Services, El Paso, TX
Project Manager / Web Architect 2011-2012
Leader in customer engagement ensuring scope and deliverable requirements.
Use unconventional recruiting techniques to recruit culture fit employees.
Improved training quality through effective oversight.
AllSource Global Management, LLC (AGM), Fort Bliss, TX
Interactive Multimedia Instruction Specialist 2010-2011
Supported training development efforts associated with Army Transformation for Non-Commission Officer Education System (NCOES).
Developed and revised training courseware for the digital Army Battle Command Systems and the United States Army Sergeants Major Academy
Supported Army Structured Self Development (SSD) through the development of Interactive Multimedia; created Army symbol for SSD.
Aided in the export of training to various Active Army Components (approx. 250,000 soldiers), National Guard, and US Army reserve sites
Conducted research in Doctrine, Organizations, Training, Material, Leadership, Personnel, and Facilities (DOTMLPF)
Merck & Co, El Paso, TX
Help Desk Technical Supervisor 2005-2009
Successfully created Active Directory entries for Exchange Accounts & Outlook
Lead 40 IT Professionals who provided troubleshooting support for over 73,000 employees & contractors worldwide on a 24x7 basis remotely and on-site
Improved employee satisfaction and productivity by developing Standard Operating Procedures for Work from Home (Remote) Help Desk Analysts
Assisted in the enterprise management, ongoing administration and training of all technologies including SAP 7.1; SharePoint 2007; Juniper; Windows Server 2003; Firewall and networking troubleshooting .
Assured consistent curriculum through the development and institutionalization of Help Desk Training by implementing of A-La-Carte training programs that provided for quick Hire-to-production employees
ACS, Inc (Affiliated Computer Services), Austin, TX
Customer Care Assistant 2003-2005
Increased the level of professional customer service to Texas Children's Health Insurance Program (CHIP) provided over the phone.
Improved employee accuracy and promptness by assisting in the development of an intranet (InSite)
Maintained top notch quality by providing Quality Assurance for the development of an electronic Desk Reference Manual. Reducing cost by eliminating need for printed manuals for each employee.
Gemini Communications, Austin, TX
Director of Marketing 2003-2003
Exceeded sales expectations within each managed sales program
Developed metrics and Service Level Agreements ensuring measurable conformance of delivering Sales, product & services.
Administered project planning to meet client & company initiatives.
Manage multifunctional teams by providing objectives for remote locations.
Austin College, Sherman, TX
Assistant, Research & Development / Information Technology 1999-2003
Transformed IT organization into a 24x7 Data Center for an 8 hour business day.
Performed Change Management, Relational database design, SQL 2003 application and Control Processes implementation, training, documentation, and maintenance activities
Implemented, maintained and analyzed windows based server information systems techniques procedures, and information assurance requirements.
EDUCATION
Austin College Sherman, TX
B.A., Business Administration, 2003
CERTIFICATION
Certified Professional in Learning and Performance
BlackBoard Administrator
Army Test Construction
Automated Systems Approach to Training (ASAT)
Training development Center (TDC)
AFFILIATIONS
Federal Government Distance Learning Association
United States Distance Learning Association
National Forensic League
American Society for Training and Development
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