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Manager Customer Service

Fort Lauderdale, Florida, United States
August 27, 2018

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Paul Jenkins

**** **** ***** ***** ***. *** Fort Lauderdale, FL 33308


IT Director / Manager / Project Manager

Qualified team leader with over 20+ years of IT PMO, Engineering, Project and Program Management related experience operating in leadership roles. I have successfully directed multiple multi-million dollar projects from initiation to completion. Cross training in a broad variety of systems, databases, procedures and environments. A master of reporting, having created a variety of custom ITIL based reports for all levels of an organization. Extensive experience leading large to small development and non-development projects across organizations. Strong ability to effectively manage multiple, projects, tasks and resources concurrently. Offer excellent communication, customer relations, organizational, analytic problem resolution skills. A self-starter, who is readily able to learn new systems, procedures and applications. Advanced methodology of change management. Led many efforts to transition including entire data centers. Project management for all changes in Network configurations, hardware etc. Practice ITIL foundation concepts through eight stages of change management.

Analytical and highly adaptable professional with extensive experience enhancing IT operations across the enterprise. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges. Track record of success developing, deploying and evaluating systems aimed at improving quality and efficiency. Sound knowledge of network infrastructure as well as requirements, testing, and evaluation paired with team leadership and project management experience.

Project Lifecycle

Cloud computing



Network Infrastructure

Data center expansion

Data center consolidation

Vendor Management

Process Improvement

Budget and Scope

SLA’s and RFP’s


PM – ITSM, Agile,Waterfall


Network Protocols

System Architecture

ISO 9001

Hippa Compliance


Cisco VOIP

Data cent and Cloud hosting

Quality Assurance

Staff Management

Satellite communication

ITIL Change Management

Cloud As A Service

Professional Experience

JDL Technologies 1-2017 – Present

Service Delivery Manager

Responsible for the supervision of a large team of engineering resources dedicated to the planning, organizing, implementing and ongoing support of JDL Technologies SMB and enterprise Clients’ internal IT Infrastructure

Manage the Managed Services team, who are responsible for providing technical support and services to JDL Technologies Managed Services Clients In the USA and London, England

Provide leadership to team members through the performance review process, training, coaching, mentoring, team-building exercises, and resource scheduling

Work with senior network engineers to evaluate, recommend and implement new technologies and solutions for Clients

Ensure that Clients consistently receive exceptional technical support and services

Act as liaison to interface closely with Clients and Customer Service Manager on complex issues and engagements to ensure a high level of project success and client satisfaction

Create projects to on-board clients to our Cloud solutions

Insure High Availability and redundancy for audit compliance and to insure there is 0 data loss

Provide daily ongoing maintenance of the Managed Services datacenter and multi-tenant ConnectWise (PSA) and Kaseya (RMM) environments

Support Project Coordinator with resource scheduling and support of project deliverables to Clients

Develop and maintain metrics and SLA reporting

Develop and schedule semi-annual service reviews with Managed Services Clients and Customer Service Manager

Communicate effectively with Clients, staff and senior management

Team building

Insight Global, (Bank Of America) 2016 – 2017

Senior Implementation Engineer/Project Manager (Data, Network Infrastructure and Security)

Managed multiple related and interdependent projects to collectively deliver a desired business outcome based on varying degrees of complexity

Managed a project t expand Data Centers nationally (44 million dollar budget)

•Managed the end-to-end network infrastructure delivery strategy including the collection and translation of business requirements into program and project plans, and technical execution approach for programs and projects

•Rigorously managed scope to ensure agreed/approved/appropriate value is delivered and commitments are achieved within time, cost, and quality parameters

•Planed and coordinated project deliverables across multiple service providers in support of network infrastructure project requirements

•Managed a portfolio of network infrastructure projects from design, build, through implementation and operational turn-over, with high levels of complexity

Responsible for managing technology design integrity with high levels of complexity from implementation to operational turn-over, and/or may have broad scale accountability for those processes that support initiatives

CENTURION AIR CARGO, Miami International Airport, FL 2015 – 2016

IT Manager

Direct, supervise, and mentor eight technical support specialists and administrators.

Controlled Change management for server upgrades. Physical to Virtual

Key strategist responsible for producing project plans, requests for proposals and service level agreements.

Foster relations with third party vendors and log all contact information such as circuits, help desk, and IPs.

Cost savings projects from “cradle to grave” using leading edge technology

Consistently ensure platform consistency and availability for business with little or no down time.

Consolidating and upgrading 25 premise servers to VMware, server 2012 and Cloud computing

Cloud hosting at a distant data center for Backup and restore

BOCA RATON RESORTS CLUB, Boca Raton, FL 2013 – 2015

IT Assistant Director

Provided technical support for all aspects of networking and technology.

Analyzed systems and procedures and created document repository to facilitate troubleshooting for engineers.

Examined existing systems and networks and recommended transition to cloud backup and hosting focusing on pricing, scalability, proprietary software and cost savings.

Upgraded PCs, laptops and servers after thorough analysis of upgrading justification and needs.

AT&T, Various Locations 1999 – 2012

Merril Lynch

Project Manager / Manager / Director of Engineering, Architecture, Transitioning & Process Improvement

Led teams of 25+ including architects, engineers and Project Managers on corporate design, solutions and implantation of global enterprise networks.

Implemented and administered configuration management, asset management, IP address database and licensing.

Developed a Lab to assist in R&D and interoperability checks built in NYC then changed to research triangle (Cisco)

Change Management principles established and adhered to

Assisted and implemented ML On-line trading at a Hosting facility

Provided a Change management solution

Led a team to convert Checkpoint to Juniper to eliminate the Bottleneck caused by the software based firewall

Worked with Architects and business leaders to design and implement a process to implement based on “Do it right the first time” Results were 1500 projects per year at 97.5% completed as built with no on the fly changes

Participated in the implementation of Telepresence on a global basis

Worked with the NOC to insure proper operational support

Applied industry best practices in the design, planning, and implementation of the network

Led a training session annually for the global ML team so everyone had the same “knowledge transfer”

Maintained an SLA of 5-9’s

Created and maintained Visio and configuration actuals for the entire network during changes and additions

Played an integral part of Contract negotiations

Drive scaling of existing networks to meet the demands of customers

Spearheaded cost reduction strategies for Merrill Lynch’s network that resulted in savings of $44M in one year.

Managed VOIP, vendors, datacenters setup, IT infrastructure, and change control for Merrill Lynch

Received several Legend awards for meeting and exceeding expectation every year.

Shell Oil

Director of Engineering and Process improvement

Stayed in the Netherlands to observe, manage and improve the engineering process

Hired 15 Off-shore engineers for Texas, and the Netherland Shell team.

Improved satellite functionality from off-shore oil rigs

Implemented a new process for new projects

Created a document repository on a live database for change management

Analyze system outages and lead root cause investigations and defined process improvement methods for long term solutions

Sara Lee, General Motors, Baker Hughs

Director of engineering and Process improvement

Provided process improvements and MSP support of all clients

Steered TAP (transition assist plan) for the entire Sara Lee network infrastructure while overseeing 15 employees.

Managed VOIP, vendors, datacenters setup, IT infrastructure, and change control

Strategized the hand-off of infrastructure Management from AT&T to a third party vendor while keeping proprietary information private.

Oversaw all quality assurance aspects of Shell Oil’s major transition of network management and engineering globally.

Education & Credentials

Computer Science, Computer Science Institute, Brick NJ

Aeronautics, Teterboro School of Aeronautics, Teterboro, NJ

Business Administration/ Psychology, Union College, Canford, NJ

Harvard school of business (on-line)

Technical Proficiencies

LAN, MAN,WAN, Cisco network hardware and software, Microsoft Office, Nortel, Agile, Network Protocols (BGP, EIGRP, IGRP, OSPF, RIP, HSRP/GLBP, VTP, VMPS, Frame Relay, ATM, TCP/IP, QoS), Front Office Suites, Windows Change Management, Microsoft Project, Agile, Windows 7,8,10, server 2003,2008,and SAAS technologies



ITIL Foundation V3

Six Sigma Green Belt

Nortel Router specialist


Harvard school of business system and diversity

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