Project Management Customer Service
Resume:
Jim Allen
**** ******** ****** ******, ** *****
***.*****.*****@*****.***
Summary
Proven ability to execute leadership decisions and excel in dynamic, demanding environments, coupled with consistent recognition for optimal performance. Coordinate diverse personnel to efficiently execute even the most complex projects. Motivate fellow staff to perform at optimal levels through leading by example. Strategically plan operations from start to finish. Skilled decision maker, able to anticipate potential conflicts and bring to prompt, mutually beneficial resolution. Consistently exceed existing standards of quality; creatively develop and implement innovative procedures, methods and strategic initiatives to improve productivity and staff performance. Instrumental in the training and development of diverse professional partners; promote corporate culture and goal-setting to motivate individuals in the achievement of personal/professional goals. Demonstrated ability to assess needs and develop and implement plans to meet and exceed goals; constant eye on performance and areas for improvement to achieve optimum results.
Areas of Expertise
IT Strategic Planning
Business Solutions
Team/ Technical Leadership
Project Management
Capital Expenditure Planning
Vendor Relations
Change Management
Client Relations
Troubleshooting
Career Highlights
Responsibilities included management of tech hub staff in Rosemont, procurement, asset management, repair, storage and distribution of IT equipment.
Process re-engineered iPhone refurbishment and exchange program with Apple, allowing firm to utilize DEP.
Managed $10M hardware and services delivered by the tech hub.
Achieved $3M+ annual cost savings after moving refurbishment functions into in-house functions.
Launched multi-pronged onboarding process, educating and equipping new hires with company processes.
Service Now Champion for team; provided leadership and training to team members for ticketing system.
Process re-engineered every service offered by Tech Hub, New Hires, Migrations, Break Fix and Mobile Device Technicians resulting in on-track work within 3 months.
Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.
Managed IT licensing records and maintenance support contracts.
Completed quarterly hardware and software audits and reconciled with database and licensors to provide reports to leadership.
Wrote SOPs for numerous procedures to provide better guidelines more suited to current needs. Such SOPs included those for, IT Purchasing, Technology Asset Removal, and Service Now Procedures etc.
Supported Windows XP/7/10, 2,000+ laptops, 2600+ users, and images for multiple sites, utilized Active Directory/group policy to support and secure clients, including configuring regional settings, registry settings, SCCM client install startup scripts, etc.
Developed and upgraded barcode system from 1D to 2D QR codes that hold much more data about asset.
Developed and implemented cross-training work environment to improve team members’ skillset and provide consistent cross-functional coverage.
Defined, performed and monitored Service Level Agreements with clients ensuring corporate objectives are met or exceeded.
Developed business and technical requirements, made recommendations and implemented solutions to support projects. Monitored rollout of new features and upgrades to select hardware for integration into company systems post go-live for optimal implementation success.
Professional Experience
McKINSEY & COMPANY, Chicago, IL Nov 2009 – Jan 2017
Global management consulting firm with clients in business, government and not-for-profits.
IT Service Delivery Team Leader/Asset Management North American Technical HUB
Managed diverse portfolio of projects within tech hub while delivering superior service quality for day-to-day operational functions. Managed corporate human and mechanical resources, improved organizational effectiveness, advanced organizational goals and practices by developing work schedules and ensuring members of staff adhere to it for successful implementation.
Implemented Apple GSX (Global Service Exchange) program which provided in-house hardware diagnosis and repair versus shipping equipment out for repair, thereby saving company money on external repairs and minimizing product down-time.
Spearheaded strategic direction and reengineering plans by collaborating with Apple’s Device Enrollment Program (DEP) to make mobile device registration more efficient by 42%
Obtained Apple certifications enabling company to bring refurbished iPhones in-house to match laptops.
Worked directly with all major mobile carriers to negotiate data plans and usage as well as address coverage issues for traveling consultants.
Provided technical customer service for client workstations (MAC and Windows based). Responsible for hardware and software deployment of systems and application support, computer repair and refurbishment, as well as mobile device service and support.
Developed processes, educated and directed 20-person team (12 local and 8 remote) in report generation, company sponsored learning and development, support ticket management(Service Now) and shipping along with operational oversight and technical functions, capitalizing on superior written and verbal communication skills.
Led Supply Management team, managed $10M inventory in support of hardware services delivered by the tech hub and tracked assets such as laptops and iPhones.
Responsible for the lifecycle for the assets (Laptops, Mobile Devices, Printers, Scanners etc.)
Making sure the asset database is updated when ever any change is done on the asset.
Ordered new hardware in anticipation of shifting business needs and demand, including for specific events requiring higher capacity than available in tech hub due to overseas deployment.
Developed the policies related to asset disposal/retirement and depreciation.
Developed plan and managed transition from HP to Lenovo products to improve support services, increase technician certifications, and obtained reimbursements from Lenovo for labor costs.
Escalated and resolved technical issues. Provided onboarding and technical training to staff and teams. Coordinated with vendors to ensure quality and efficiency in hardware prep and refurbishment.
Developed and implemented multipronged onboarding process, providing new hires with detailed company processes.
BBHM MANAGEMENT dba MOO & OINK COMPANY/, Chicago, IL May 2008 - Nov 2009
Founded 150 years ago, this Chicago legend was bought by Best Chicago Meat Company, LLC, now fully minority owned.
IT Technician, Multiple Locations
Built and maintained updated and efficient computer systems and networks to optimize role of technology on business sustainability. Installed and maintained computer systems and networks designed to achieve highest functionality. Trained system users, troubleshot, detail oriented.
Installed cabling both in server rooms and corporate offices at individual stores.
Managed switches HP ProCurve 12, 24, 48 port 3 layer.
Procured, configured, and set up new terminals (Dell), administered all local and network printers, configured and upgraded new laptops (IBM Lenovo).
Troubleshot connectivity issues with laptops, desktops and servers, syncing Blackberry and Windows Mobile devices.
Education
Completion Certificates, Microsoft Certifications, ComputerTraining.com, Oakbrook Terrace, IL
Professional Development
Certified Technical Specialist (MCTS), Microsoft
Certified Professional (MCP), Microsoft
Certified Systems Administrator (MCSA), Microsoft
ITIL Certification, ITIL Foundation
Apple Certification, SVC-16A Apple Service Fundamental
Apple Certification, SVC-16A Apple Service Fundamental
Apple Certification, MAC-16A ACMT 2016 Mac Service
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