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Project Management Support

Hackettstown, New Jersey, 07840, United States
May 30, 2018

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Michael Bowes

Hackettstown, New Jersey


IT Project Coordinator

Self-driven IT professional with years of experience completing and implementing IT projects within a large scale manufacturing corporation. Strong communication skills with a proven record of successfully leading customer support services that exceed client expectations.


Technical Documentation Analytical Problem Solving Windows Server

IT Service Delivery Root Cause Analysis Customer Service

Technical Writing Reporting / Metrics MS Project

Project Management Microsoft Operating Systems Meeting Minutes

Key Accomplishments

●Project Managed the replacement of 167 national office business class printers with brand new id badge scan activated printers. Saving printing costs.

●Upgraded the site WiFi network from 2.4GHz to 5GHz which resulted in the increased speed of the wireless network and reduced wireless bottlenecks.

●Managed and co-created a global video conferencing support desk for Mars Inc. Provided support for over 400 global video conference studios.

●Created and executed a project plan to move the video conferencing support desk from N.J. to Brazil. Provided solutions, knowledge and training to Brazil.

●IT Communications leader for the Mars National Office. Created and distributed information emails informing all National Office associates of IT change requests.

●Ranked number one in ticket resolution on Advanced Resolution team.


Professional Experience

E-Commerce ( 2016 - Present )

●Marketed and sold second hand items by using e-commerce.

●Created methods to make products more appealing in a crowded marketplace.

●Found new ways to find and connect with buyers using contact strategies.

Mars Inc. ( 1999- Dec. 31, 2015 )

North American IT Support Analyst ( 2012 - Dec 31, 2015 )

●Managed the support of all on site IT hardware, and resolving all incidents assigned from Tier 1 support. Project managed the install of all newly requested IT hardware and software.

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●Responsible for the technical documentation of solutions to all tier two help desk site incidents. Solutions were published in incident database Service Now.

●Published support documentation and change requests to help desk staff and provided training where required.

●Generated reports and analyzed ticket results for monthly problem management service review.

●Liaised with regional expert centers and vendors in order to resolve operational issues.

●Tasked with working across wide range of departments, sales staff, supply chain, management team, graphics, facilities and Level I, II, and III technical engineers to ensure partner satisfaction.

Data Center Support Analyst ( 2005 - 20012 )

●Managed and assigned all data center projects to timely resolutions.

●Resolved T2 broke fix incident tickets involving servers, switches, client systems and cable fiber patch panels. Analyzed the data and recorded the solutions

●Global Data Center Change request leader. Responsible for the creation and approval of all Data Center change requests

●Cataloged, stored, backed up, maintained tape library material for DR purposes.

●Managed all external vendors contracted for facilities work in the data center.

Advanced Resolution Team Support Analyst ( 2002 - 2005 )

●Analyzed monthly support tickets in order to find trends and common issues.

●Continually maintained a working knowledge of all company systems and IT.

●Documented all help desk calls using Remedy’s Magic help desk software.

●Proposed, created, documented solutions for the knowledge database.

●Created weekly reports and monthly metrics for presentations to management.

●Provided 24x7 global support which included nights, weekends, holidays.

Video Conference Support Analyst ( 1999 - 2002 )

●Managed Mars employee’s global video conferencing and scheduling needs.

●Troubleshot real time and postmortem audio / video and network issues.

●Enabled massive network growth - endpoints ( Codec and Camera Systems ) grew from 60 units to well over 500 units globally.

Education and Certifications

Bachelor of Arts and Communication The College of New Jersey Trenton, NJ

Network Engineering and Data Communications Chubb Institute Troy Hills, NJ

Project Management County College of Morris Randolph, NJ 2016 - Present

Professional Development

ITIL V3 Certification 2010 Windows 2007 Desktop Support Certification 2014 Data Center University Graduate PMP Project Management Certificate Expected 2018 In Progress: Rutgers University Oracle SQL and PL/SQL + Python Developer + Java Programmer Certificate Summer 2018

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