Project Manager Desktop Support

EDDER C. ACOSTA

West Hartford, Ct 860-***-****

***********@*********.*** https://www.linkedin.com/in/edder-acosta-9a248628/

Summary

Results-oriented Project Manager with over 20 years of experience in the IT industry. A proven track-record of providing hands-on IT leadership, management, supervision and support to various domestic and international projects, running over a million dollars for network switch upgrades, wireless network, software upgrades, Macintosh and Windows OS upgrades, building and user moves.

Professional Experience

ESPN, INC., Bristol, CT 1997-2017

Project Manager June 2015 - December 2017

Maintained project scope and priorities against overall department objectives, budgets, and timelines

Ensured job cost reports and forecasts for all assigned projects were accurate.

Planned, coordinated and directed all activities associated with developing a project plan.

Communicated project objectives, including detail understanding of milestones, deliverables, risks and success criteria to the development team.

Established and maintained project communications with product project management organization, product owners and other cross functional teams.

Worked with technical leads and product organization to prioritized tasks throughout the project lifecycle.

Communicated over allocation of idle hours to concerned technical leads throughout the project life cycle.

Associate System Administrator November 2004 - June 2015

UAT testing many standard software and hardware running on Windows 7, Vista, and XP on existing and new laptop and desktop models. Tested iPhones, Windows phone and all non-standard software such as Microsoft CRM2013. Each test called for research, a test plan, deployment schedule, change management and tracking the deployment cycle.

Enhanced the current system so that several tests could be performed in one week.

Automated the workflow so that tests results could be done faster.

Managed other projects such as migrations, upgrading the remaining Windows NT 4.0, Windows 2000 and XP SP1 to XP SP2, SP3, Windows Vista and Windows 7

Managed the upgrade of Verizon wireless users whose cards needed to be upgraded in order to avoid termination of service.

Upgraded IE7 to IE11, .Net Framework 4.5.2, Java 7 to 8, SAP 7.3 to the entire company as the default software with no issues.

Upgraded the Research department Nielsen applications running on XP to Windows 7 and migrated them to a Windows 7 VM environment.

Junior Citrix Administrator and BackOffice Support November 2000 - October 2004

Maintained the Citrix Farm by upgrading server components and performing routine and daily maintenance.

Build new Citrix Servers and created published applications for our user environment.

Worked with vendors to schedule and swap/ship server components.

Ran and managed the second level support queue and resolved over 95% of the calls.

Fixed email and exchange client-issues on their computers and mobile devices.

Deployed and setup printers and printer queues across the Bristol campus.

Performed the tape backup and restore for servers and clients.

Managed the User Add System, documented the process, suggested enhancements, implemented policies and procedures, created a workflow and worked with several groups to managed users terminations.

Conducted many users move from ESPN, Disney, ABC and ESPN3.

Network Support Analyst January 1997 - December 1999

Lead senior helpdesk and desktop support analyst

Setup new workflow and process for the helpdesk and desktop support

Trained staff

VP and above support

New technology support

Training room and conference room setup

Document management

Windows NT 3.0 user migration

Asset management for PCs and networking environment

PC Network Consultant January 1991 - January 1997

Troubleshooting, repairing and installing personal computer’s hardware, software and network printers.

Help Desk support for Lotus 123, WordPerfect, Excel, Word, PowerPoint, Access, MS Email, Schedule+, and other applications. Supporting and troubleshooting the Novell Ethernet LAN and Microsoft Windows 3.1, 95, 98, NT 3.1 and 4.0 LAN.

Administering MS Email accounts.

Developing new procedures and databases to cut redundancy and enhance productivity. Researching and reporting on new products for upper management.

Managing the receipt of new hardware and software and allocating them to users.

Oxford Industries, Kensington CT 1988 - 1990

Personal Computer Specialist

Designed modified and implemented databases.

Purchased and installed software and hardware.

Conducted research and prepared managerial reports.

Improved communications and sales.

Coordinated and participated in the development of new office policies and procedures.

US Army, Fort Indian Town Gap, Anville PA May 1987-September 1987

Database Administrator

Developed and maintained new application programs for the personnel department.

Implemented changes from various departments according to the end user's needs.

Wrote macros and programs using Enable OA.

Education

2017 Scrum Master Certified

2008 Vista training – 3 days

2006 Macintosh Training – 4 day

2004 Windows XP Advance course - 3 days

2003 Windows XP – 3 days

2001 Citrix thin client Administration – 5 days

1997 Networking and Windows NT Core Technologies Courses

1995 Completed Netware 3.1 Courses

1985-1987 ASSOCIATE DEGREE IN DATA PROCESSING -- NEC, Harrisburg, PA

1984-1985 MEDICAL SPECIALIST & SQUAD LEADER -- US Army, Houston, TX

1983-1984 COMPUTER STUDIES -- Devry Institute of Technology Columbus, OH

1980-1982 LIBERAL ARTS STUDIES -- Eastern Connecticut State College, Willimantic, CT

Liberal Art courses, JV Basketball.

PERSONAL U.S. Army Reserve training. Won commendation for excellence, and bilingual.

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