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Project Customer Service

Atlanta, Georgia, United States
January 21, 2019

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With over ** years of solid hands-on IT Systems experience, my knowledge of project integration, problem resolution, and strategic planning have had a direct impact on every organization that I have been associated with. I possess keen organizational skills and multitasking abilities for managing both projects and human resources. I am dedicated to working in various capacities while placing a high value on following established rules, procedures, and ensuring quality standards. Possess excellent communication and facilitation skills along with exceptional customer service.


Apr 18 – present Systems Administrator

Black Knight, Inc: Jacksonville, FL

• Build both VMware virtual and physical servers based on business and customer needs

• Collaborates with users from various departments to troubleshoot and resolve system issues

• Developed standard operating procedures for the server teams to improve project continuity

• Assist with virtual server storage migrations

• install Windows Server and Linux Operating System as well as other system software

• Maintain servers across multiple domains due to security and financial institution regulations

Sept 07 – Sept 17 Infrastructure Project Manager

Union Pacific Railroad: Omaha, NE

• Managed Waterfall, Agile, and Hybrid infrastructure and software development projects

• Established infrastructure project charters, plans, and cost estimates while managing

numerous complex projects in a matrix project environment such as data center

consolidation, desktop refresh and migration, server builds, hardware inventory management

and audits, also server and network obsolescence of legacy equipment

• Helped establish cabling, labeling, and data center safety and access control standards

• Proactively managed changes in project scope, timelines, and cost while identifying and

mitigating risks

• Gathered customer requirements, system specifications, and created documentation

• Possess critical thinking, attention to detail, and technical skills used to help resolve issues

• Prioritized and aggressively managed various IT projects and took ownership of deliverables

• Planned, executed and closed IT projects according to strict deadlines and budgets

• Worked with software development teams while managing sprint planning, backlogs,

daily scrums, and retrospectives

• Retained all project documentation along with lessons learned in a project repository

• Developed templates and project work flows for all project managers to use

• Attended meetings to engage with senior management to discuss project reports, status,

milestones, emerging issues, and corrective actions

• Facilitated weekly Project Review with project teams while also providing constant

communication and guidance

• Followed project management standards and best practices

• Experience with MS Office Suite, MS Project, and Visio

• Monitored and controlled projects in 23 states and 2 foreign countries

• Responsible for the capacity planning and procuring new IT hardware and was the Supply

Chain technical liaison during Proof of Concept (POC) and vendor Request for Proposal (RFP)

• Lead cross-departmental technology initiatives which continuously met or exceeded

stakeholder expectations

• Out of the box thinker who promoted collaboration and encouraged process improvement

Apr 98 – Aug 07 Senior Project Engineer

Union Pacific Railroad: Omaha, NE

• Proactively monitored and isolated faults within the network infrastructure

• Proficient with Cisco router and switch commands and network troubleshooting

• Identified chronic failures and performed root cause analysis

• Managed telecommunications, network, and VoIP outages and updated management with

reason for outage, resolution, and all other pertinent details

• Coordinated and managed data center walkthroughs to check LEDs and fault indications in

order to proactively troubleshoot system issues

• Provided third level customer support for both internal and external customers

• Assisted technicians with network troubleshooting and fault isolation so that equipment

down time could be minimized

• Create training and reference material for the team and emphasize the importance of

adding, editing, and maintaining relevant documentation in Share Point

• Service Level Agreements (SLA) and Business Critical Applications (BCA) were the drivers for

helping dictate priorities and to determine business impact

• Subject Matter Expert of both HP and Dell blades, rack mounts, and tower configurations

• Configured server BIOS, remote management (ILO/DRAC), loaded OS, troubleshot, and

maintained 10,000+ servers

• Tracked and received new equipment orders when they arrived at our facility and signed into

the eProcurement Logistics System so that invoices could be settled

• Managed the spare IT equipment and parts inventory, and worked with the team to train

them on updating the system whenever equipment was added or removed from inventory

Dec 89 – Nov 97 Satellite Communications Specialist

United States Air Force: Offutt Air Force Base, NE

• Maintained, calibrated, and tested various satellite communications ground terminals to

establish and sustain communication with remote sites while securing physical resources

• Provided equipment inventory oversight in order to support system failures

• Understood and followed Communication Security (COMSEC), Information Security

(INFOSEC), and Physical Security policies and procedures

• Entrusted with a Top Secret Security Clearance to directly support the Department of Defense

• Communications Maintenance supervisor of 20+ individuals


Bellevue University

Bachelor Degree: Human Resource Management

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