Project Manager Customer Service
Resume:
Joseph R. Baker
**** *** *** ***. ****, Euless, TX 76039
******.****.*****@*****.***
OBJECTIVE
To secure an experienced, challenging position within a cutting edge company leveraging administration
and management while ensuring customer satisfaction.
SUMMARY OF QUALIFICATIONS
Self-motivated professional specializing in customer service and client relation. Experience includes
process review, project management, data center consolidation, standardization of disparate metrics and
administrative multi-tasking and management operations within a diverse business. An honest problem
solver with excellent interpersonal communication, relationship management and presentation skills.
PROFESSIONAL EXPERIENCE
Senior Customer Care Agent, 2011-2012
Michael’s, Irving, Texas
Customer care lead to the start up business MiDesign@Michaels ™ Photo Creations. Provided daily
direction, testing and development to the team within all environments of the digital scrapbooking
application.
• QA Team Lead
o Inspected, evaluated and documented user acceptance and quality assurance testing.
Reported directly to Photo Creations creator/director.
• Online Assets and Order Log Manager
o Administrator to the entire incoming/outgoing print file queue.
Project Manager, 2008-2010
Northrop Grumman, Irving, Texas
PM to a lead of nine head-sector managers. Conducted weekly progress reports with separate business
units’ management and directors. Completed high yield projects ahead of schedule and under budget.
• Data Center Transformation
o PM to DCT File Server Migration.
Assumed support, take over and completion of 23 File Servers migration from
Dallas Data Center to Rolling Meadows.
• $100 Million Dollar Challenge
o PM to NCRS, NSP, NSO and 10% Challenge projects.
o Successfully brought to a close all projects within 4 th quarter 2008 saving an estimated
$16 million dollars in recurring/non-recurring overhead.
Administrative Generalist II, 2007-2010
Northrop Grumman, Irving, Texas
Head admin to Senior Director at NG Information Technology. Applied mastery in communication and
design optimizing templates for accurate information reading, further increasing efficiency while reducing
time and monetary costs. Adept in Microsoft Outlook, Excel, Word, PowerPoint, Lotus Notes, Adobe
Systems, SAP, HEAT, RightNow, OneSource, Lawson, ESO Metrics and Web Survey.
• Infrastructure Metrics IPT Lead
o Owner to Network ESO Metrics webpage.
o Identified, managed, redesigned and streamlined various Infrastructure Metrics.
o Managed Change Control Requests facilitating the reduction of floating requests.
o Identified $1000s in savings through vendor Cisco Silver to Gold Membership Accounts.
o Completed “Network Fundamentals” training regimen.
• Server Implementation/IT Spend Board Team Lead
o Arbiter to daily server requests.
o Assembled and provided IT Hardware Requests/Non-SDC Purchases directly to the Ops
Council Board during bi-weekly meetings.
o Efficiently expedited customer contentions towards a resolution.
• North Texas Freeport Facility Site Management Team Lead
o Strove towards employee awareness and unity, process evaluation and improvement and
on-site planning.
o Creator of monthly recurring online article “The Freeport Star.”
EDUCATION
University of Texas at Arlington (2002-2006)
Bachelor of Fine Arts, Minor in Biology
Cum Laude
ACTIVITIES
Operating Full Length Feature Screenwriter
Artistic Curator to Various Dallas Galleries
Active Member of Fort Worth Co-Ed Adult Soccer Association
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