Manager Project

Richard “Herm” Lindsey

www.linkedin.com/in/HermLindsey Covington, WA 253-***-**** ***********@****.***

SUMMARY OF QUALIFICATIONS

Highly qualified and well developed IT Project Manager with extensive project lead and systems analysis experience that excels at leading cross-functional teams and coordinating multiple projects simultaneously. Solutions-oriented with notable success performing a broad range of IT initiatives while participating in planning and implementation of systems solutions in direct support of targeted business objectives. Currently seeking a position as Program/Project Manager, bringing 15+ years of related experience and areas of expertise as follows:

IT Project Management

Vendor Management

Systems Analysis/Support

Business Requirements Analysis

Team Collaboration

Agile Principles / Scrum Master

Strategic Business Planning

Windows OS/Office

SharePoint administration

Ticketing Software (TFS, Product Studio, ITSM, Visual Studio Online)

Network Administration

SQL

Software Testing

Technical Support

Troubleshooting/Repair

Customer/End-user Support

Upgrades/Installations

Data Backup/Storage

Site Maintenance

CORE COMPETENCIES

-Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while implementing efficient customer support initiatives.

-Competency in translating business issues into IT solutions, performing key technical support activities, and ensuring customer needs are met.

-Full lifecycle experience in scoping, deploying, and supporting enterprise-scale business applications and business intelligence software.

-Hands-on experience leading all stages of system analysis efforts, including requirements definition, design, architecture, testing, and support.

PROFESSIONAL EXPERIENCE

Microsoft/Bluehawk Project Manager, Microsoft Retail Store IT Sep. 2016 – Dec 2016

Acted as Scrum Master, leading and coaching 9 team members, running daily Scrum meetings driving support systems and processes updates for the Microsoft Store team, including ticketing, task scheduling, support documentation and reporting.

Completed 90% monthly sprint projects assigned within sprint period, prepared documents and weekly report decks for management

Documented duties for Project Manager and Scrum Master role & managed documentation SharePoint

Microsoft Jun 2012 – Dec 2015

Brillio Release Program Manager, Windows Store

Managed release of Microsoft applications in Windows Store, creating, updating and archiving applications for Windows 8 and Windows 10 versions of PC, Tablet and Phone using Agile process management.

Successfully released 30 Windows 10 applications in 65 languages for Windows 10 OS launch July 2015

Drove improvements to software and product pages for all 1st party applications within SLA.

Worked with Product teams, scheduling releases, updates and documentation of applications.

Resolved project issues, including feature description, formatting and image issues.

Provided updated release information and TFS Reports to Release and Product management teams.

Inviso Incident Manager/Business Analyst, ESBI Business Desk

Managed incident queue for the ESBI Business Desk team, fielding questions from report users, troubleshot issues and escalating issues as needed to Operations & Development teams

Managed case queue to ensure SLA was met and provide updates twice weekly to customer.

Managed and trained 10 new agents, audited resolved cases for accuracy.

Coordinated with operations team to assist troubleshooting back-end/program issues.

Drove process improvement, updating policy training and knowledge base articles on SharePoint site

Prepared TFS reports for senior management including current status, SLA statistics and issue trends.

Worked all priority 1 issues with all involved parties to drive issue to completion.

Richard “Herm” Lindsey

www.linkedin.com/in/HermLindsey Covington, WA 253-***-**** ***********@****.***

PROFESSIONAL EXPERIENCE (Continued)

Compucom Program Manager/Technical Account Manager, OEM Services Server

Managed 10 Microsoft OEM partners by providing technical account and situation management to focus and coordinate information and resources to address issues reported from partner.

Monitored technical issues from start to resolution while managing partner’s case workload and communicated with internal/external partners to ensure cross-group collaboration.

Built and maintained SharePoint sites for partners as a central point for all cases, and documentation.

Worked with engineers/Dev team on current status, next steps and customer inquiries.

Doyenz Support Engineer Sept. 2011 – May 2012

Assisted partners with set up, training and troubleshooting of StorageCraft ShadowProtect, ImageManager, vSphere, and Doyenz software for backups and uploading backups to the Cloud.

Reviewed daily reports for issues with backups and uploads, resolving issues and contacting partners with next steps. Monitor case queue for de-escalated cases and contact partners with fixes.

Microsoft/Experis Program Manager, Windows PC Ecosystem Feb. 2011 – Sept. 2011

Connect.Microsoft.com Administrator for Windows, Internet Explorer, and Windows Logo kit betas

Posted updated documentation, software builds and utilities for external and internal vendors for testing.

Provided regular program status to management and stakeholders.

Built and maintained InfoPath forms, SharePoint sites, and libraries used in daily operations.

Ben Bridge Jewelers/Parker Technical Network/Technical Support Jul. 2010 – Jan. 2011

Provided support to corporate and retail store users via phone and email, troubleshot PC, networking, connection and access issues.

Updated Point of Sale equipment including PCs, touch screen monitors, receipt printers, and scanners.

Microsoft/Volt Sept. 2005 – Jul. 2010

Support Engineer 2, Xbox Global Escalations

Technical Lead for Xbox LIVE escalations, fielding questions from 100 technicians and 5 call centers about process and steps to resolve customer questions and issues.

Acted as Program Manager between Escalations, Supportability and Product groups.

Responsible for tracking the escalation source and subject matter for reporting purposes.

Monitor escalation database for issues and act to resolve the issue.

Reviewed and analyzed escalation for next steps in the escalation process and act to resolve issue.

Program Manager 1, Mobile Embedded Devices Build & Release

Managed the release of ActiveSync 4.1 Trial, Windows CE, MDX Tools to 2000 beta users.

Setup and maintained Connect.Microsoft.com site for ActiveSync 4.1, Windows CE 5.0, MDX tools.

Coordinated beta and pre-release partner drops, tracking all products released, and worked with the product group to establish release schedules.

EDUCATION & PROFESSIONAL DEVELOPMENT

Project Management Principles

MCSE on Windows Server 2000/2003 - MCP ID 1455152 received Jun 1999

Implementing Microsoft Windows 2000 Professional and Server

Implementing a Microsoft Windows 2000 Network Infrastructure

Networking Essentials

Supporting Windows NT 4.0 Workstation and Server

Microsoft Internet Information Services 4.0

Full Sail University Winter Park, FL

Video and Film Production/Audio Engineering

Associate of Arts Degree received July 1991

Art Institute of Seattle Seattle, WA

Music/Video Business

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