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Project Manager Technical Support

Howell, Michigan, United States
February 16, 2018

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Accomplished IT project manager and systems engineer with over fourteen years of proven experience in high-level problem solving, change management and project design and implementation; Has made significant contributions in the area of workplace efficiency. Experienced team leader utilizing a servant leadership and mentorship approach to employee engagement and development.


Major Projects

Managed all aspects of total office relocation including coordination of external vendors, internal logistics and communications, and migration of all IT functions.

Oversaw the transition to Microsoft Azure Cloud including the migration of 350 users in four locations, consolidation of seven servers into four, and server virtualization; Developed post-transition training materials and documentation to ease end user culture shift.

Designed and deployed ID badge access card system to meet major client specifications.

Workplace Improvement

Researched and restructured the internal phone systems to improve functionality and usability while saving on the cost of overhead and increasing efficiency.

Managed hardware lifecyle planning and purchasing of new equipment for new and existing employees within the operating IT and renovation budgets and minimizing downtime.



Nexient (2015-Present)

Managed all aspects of the office relocation including:

Coordination of all outside contractors, construction companies, movers, etc to ensure project completion within appropriate timeline to the required specifications

Oversight of all moving logistics including furniture installation, employee scheduling, and internal communications to reduce relocation related downtime

Reporting to upper management and appropriate stakeholders

Record keeping and accounts management

Migration of all IT systems

Coordinated with Human Resources to develop and implement employee termination procedures designed to ensure all company assets are returned

Managed the implementation of all IT functions in four new locations including:

Coordination with all associated internal teams and external vendors to ensure appropriate lead times were met and scheduling conflicts were resolved

Management of communications to impacted employees regarding their workspaces, need to work off-site, and expected IT related downtime

Acting as project liaison to upper manager reporting any concerns or changes to the project

Oversaw the transition to Microsoft Azure Cloud across all locations including the migration of 350 employees and management of the transition communications and end-user training

Evaluated, purchased, and installed a CCTV system to maintain client compliance

Coordinated the migration of main office internal connection among inter-departmental teams and external companies to reduce downtime

Assisted with roll-out of Endpoint Encryption increasing both security and user connection flexibility resulting in increased employee productivity

Assist the Director of Delivery with management and maintenance of all IT related services

Lead a team of four IT technicians, and provide senior level support

Coordinated the implementation of six UPS’s for network closets as a Disaster Recovery contingency and step toward remote, cloud based operating style

Managed outside vendors and budget for inside wiring installation for a new building

Evaluated, purchased and installed a white noise generation system to increase the comfort and productivity of the development staff


Centurion Medical Products (2011-2015)

Developed and implemented a call routing system that paired clients with the next available associate regardless of location reducing client wait-times and improving efficiency; Managed all employee training and system maintenance

Evaluated, installed and maintained a call accounting program that tracked the number and length of incoming and outgoing support calls enabling management to predict staffing needs

Managed the implementation of a fax to email system including migration of existing fax lines, coordination of all employee and end user training

Mentored and supported Tier 1 technical support team with training in and documentation of frequently escalated support calls; Reduced the number of Tier 2 escalations and the average time for issue resolution

Assisted with office consolidation including developing an equipment inventory, packing and shipping all equipment, terminating leases, internet connections, and phone lines; Provided support to displaced employees

Provided Tier 2 technical support for all internal IT infrastructure

Supported internal Marketing, R&D, Accounting, and Executive departments with all IT related concerns and technical projects

Maintained remote switching and routing hardware based on equipment lifecycles

Managed personal travel arrangements and expenses


Converged Network Solutions (2008-2011)

Designed, installed and maintained computer based networks for business clients across Mid-Michigan including:

Interfacing with clients to determine business needs and proposing network solutions

Developing a comprehensive inventory of hardware elements to be networked

Coordinating work timelines and business needs to ensure the smallest disruption to operations

Managed scope of projects to work within allocated budgets

Reported any issues to internal stakeholders and clients

Upgraded and managed existing networks

Developed a professional and service minded relationship with clients to ensure satisfaction and continued business

Responded to emergency network outages

Assisted in maintaining internal infrastructure including printers, fax machines, and other devices


Agate Software, Inc (2007-2008)

Designed and configured web pages for State grant applications

Tested all client applications prior to client review

Reviewed client feedback and responded to questions

Created and linked corresponding PDF’s and PDF forms


Systems: Windows 7, Windows 8, Windows 10, Windows 2008 Server, Microsoft Azure Virtualization and storage, Exchange, Sharepoint, OneDrive, MS Office, Symantec Endpoint Protection, Symantec Endpoint Encryption, Mac OS X, Android, iOS, Cisco IOs (Wireless, Switch, Router, Voice), Ring Central, Skype for Business, Atlassian

Troubleshooting/Application Recovery: Wire Shark, Citrix Go-To Assist, Symantec Backup Exec

Protocols: SMTP, FTP and TCP/IP, RDP, SSL, VoIP

Networking: Configuring TCP/IP Ethernet/Wireless, LAN/WAN (Global), Co-location inquiries, FTP, TCP/IP, DHCP, and DNS

Monitoring: Spiceworks, RT (ticketing system), Kbox, Nagios

Equipment: HP, Dell and Mac desktops and laptops, HP printers, Polycom handsets, Barracuda hardware (Anti-spam, network monitor, backup), Trendnet CCTV cameras, Keyscan System VII, APC UPS


Associate of Applied Science Cleary University, Howell, Michigan

Certificate of Web Development Cleary University, Howell, Michigan

Certificate of Desktop Support Specialist Cleary University, Howell, Michigan

Security Defender Program New Horizons Learning Center, Lansing, Michigan

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