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Project Manager Customer Service

Media, Pennsylvania, 19063, United States
January 26, 2018

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James McGarvey

*** ***** ****** – Media, PA *****610-***-**** –

An innovative and proven IT Service Delivery leader with a demonstrated ability to deliver high quality IT infrastructure solutions. Sustained record of success in delivering complex projects on time and under budget. Strong team building, problem solving, planning and project management skills enable me to positively influence productivity and efficiency. Proven ability to develop, motivate and retain diverse staff structuring them in teams to deliver results and cost savings without sacrificing quality and customer focus. Pivotal strengths – IT Service Delivery, Customer Focus and Satisfaction, Team Building, Collaboration, Business Process Analysis, Process Improvement, Disaster Recover Solutions, Demonstrated ability to work with competing projects, tasks, assignments, Personable, Ability to deal with challenging situations and remain professional and pleasant, Ability to interact across all levels of the organzaition, Self-starter and ability to work independently.

Relevant highlights

Over 30 years progressive experience in information technology o Hands on experience as system programmer, technical support specialist, disaster recovery, Delivery Manager, Project Manager, IT Team Leader.

Known for improving transparency, communication and collaboration between IT and the User Community

Builds lasting partnerships with internal and external service providers Professional Experience

Highpoint Solutions

Infrastructure Project Manager February 2017 - Present General responsibilities

Collaborate and manage infrastructure and software resources to deliver IT solutions

Deliver high quality IT infrastructure solutions, leveraging technologies such as Microsoft Active Directory, Exchange, Skype for Business, virtualization and cloud technologies

Establish project requirements, scope, priorities, resources, budget, schedule, tasks, estimate burn rate and estimated cost at completion

Identify, manage and mitigate risks to minimize impact to successful delivery of project

Proactively identify downstream issues related to project changes

Utilize excellent communication (both oral and written), interpersonal, analytical, planning, multitasking, detail orientation, problem solving, and organizational skills.

Use ServiceNow to handle Incidents, update with info and close out tickets when complete, making sure all info is in the ticket and that the tickets are updated

Currently working projects installing Office365, Okta and Mimecast among other projects

Working with customers who want to connect with AWS and AZURE and other cloud services

Chair daily and weekly meetings to track progress, collaborate and escalate to drive open and pending tasks towards resolution.

Prepare, communicate and maintain project plans working with the implementation partner. Seasoned Information Technology Leader

Six Sigma Green Belt, Expertise in Infrastructure, Service Delivery, IT Operations, Customer Focus James McGarvey

434 South Avenue – Media, PA 19063 – 610-***-**** –

Took ownership of existing project that was not gaining traction by previous PM, while also maintaining focus on my current project assignments.

SunGard Availability Services, Philadelphia PA

Technical Service Delivery Manager / Test Manager September 2012 – January 2017 General responsibilities

Direct team of 13 engineers across Intel, SUN/HP, Mainframe, AIX, AS400 and Network platforms

Hire and Fire staff as needed, also perform reviews on all staff members.

Coordinated all engineer’s activities to meet client’s disaster recovery requirements.

Reviewed client’s recovery time objectives and procedures with internal operations staff, and Customers

Created individual development plans for direct reports to achieve for the team and individuals.

Developed new and continued training for my team so they can continue to support new applications

Managed to key performance indicators (KPI’s) to drive continuous improvement.

Worked with executive management to plan, budget and set objectives

Performed new product evaluations on new hardware and recovery methodologies.

Worked with Customers to meet SLA’s and test objectives to achieve successful tests

Act as Sales Engineer, assisting with the sales process and closing business by providing technical info and best practices from my vast industry knowledge

Work with our Consultant Services group on their responsibilities during exercises

Manage MRP program where Sungard performs Customers DR activities.

Planning, testing and execution of disaster events to ensure the accuracy

Manage the entire lifecycle of projects with customers and vendors

Make sure all test resources either local or remote are performing their roles to ensure successful exercises

Work with Customers to build and establish disaster recovery project timelines so customers can achieve their SLA’s

Work with customers on developing project plans to make the event a success

Work with technical staff and customers to update technical run books and reports to illustrate areas for improvement.

Direct the planning, testing and execution of applications and hardware with customers

Serve as the primary point of contact for all program related issues and resolution of issues in a timely manner

In the event of a disaster crisis I work with my senior management and customers to provide a point of leadership and a single point of contact so we can restore all applications according to SLA

Working knowledge of Scrum and Agile Methodologies, have taken preliminary courses to become Scrum Certified

Technical Service Delivery Coordinator September 2006 – September 2012 General responsibilities

Support client base of 100 including the company's largest and busiest customers, with a monthly billing rate in excess of $4 million.

Successfully managed the activities of over 150 Customers during Disaster testing Exercises. Solved customer issues during our pretest planning phases.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Promptly responded to inquiries and requests from prospective customers.

Provided accurate, specific and timely performance of tests to Upper Management James McGarvey

434 South Avenue – Media, PA 19063 – 610-***-**** –

Addressed negative customer feedback immediately.

Provided a high level of product and leadership support to representatives and clients. Maintained accurate records of past due customer account activity.

During the planning process, I provide technical support for IP networks, Unix/Windows OS and recovery processes. This assists the communicating the technical information between groups.

Customers have submitted special awards acknowledging my excellent support, highlighting my role in their success. Also recognized multiple times by executive management for being the top coordinator for the best monthly service.

Worked directly with a portfolio of over 100 clients to deliver Project Management expertise in regards to Disaster Recovery and Business Continuity for their organization.

Participated and led projects focused on organizational process improvement.

Conducted new customer workshops on site and at customer s’ sites to ensure the communication of processes and procedures and to assist the customer on conducting a DR plan.

Served as single point of contact to our customers, translated and assisted internal and external customers on a daily basis.

Developed and maintained relationships with various levels of operational staff including, Network Engineers, X86 Server Recovery Specialist, Midrange and Mainframe System Engineers to ensure successful testing and data recovery.Maintained Test plans for upcoming tests and updated when needed

Held conference calls to go over test objectives and execution.

Work as a project manager in defining disaster workflow for upcoming tests. Other Work Experience

Central Station Manager – Security Alarm Monitoring, Woodlyn PA January 2001 - March 2005 Techncial Service Specialist – Electronic Payment Services, Wilmington DE February 1995 - January 2001 Vtam System Programmer – Philadelphia Stock Exchange, Philadelphia PA May 1984 - February 1995 Education / Certifications

Computer Learning Centers, Philadelphia PA

Computer Operations 1984

PMP certification in progress (PMBOK)

Green Belt Six Sigma 2013

ITIL standards 2015

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