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Project Manager Customer Service

Kennesaw, GA, 30144
October 12, 2018

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Mobile: 404-***-****

**** ******* ** **, ********, GA 30144


Expert in world-wide matrixed PMO environments within the banking and retail industry. Managed budgets up to $1 million. Recovered over $3 million in untracked assets through spreadsheet analysis and customer follow-up. Navy veteran with over 20 years IT experience, MBA, and Certified Project Manager.



Excellent Communication Skills (Oral and Written)

Proven Problem Solving Skills

Influential Leadership and Team Building skills

Superb Negotiating Skills

Organizational Growth & Development

Cultural Awareness and Environment Adaptability/ Stakeholder Engagement

Lifecycles of Project, Communications and Change Management

Financial Analysis

Vendor Management

Supply Chain Life Cycle

Marketplace Knowledge/ Business Requirements

Training Management (Planning through Evaluation), including Train-the-Trainer

Disaster Recovery Planning & Participation/ Risk Assessment and Mitigation

Data Center Management/Moves

Requirements/Scope Definition

Procurement Contracting

Asset Management

Financial Tracking & Statistical Analysis

Business Process Design, Improvements, and Documentation

Technical Writing

Facilities and Equipment Relocation Project Management

Service Level Agreements (SLAs) writing, renewal and monitoring

Performance Planning & Management


Project Management Software (e.g. MS Project, Clarity) Project Management Methodologies (PMBOK & DMAIC) Data Center Management Asset Management SCCM Big Fix MS SharePoint MS Office (Expert) MS Visio MS Windows OS MS Active Directory Vantive Telecom Management (Nexus Management) PPRT SAP Ariba VM Ware Storage Management Lotus Notes Citrix Remedy IBM Maximo Midrange Servers


Master of Business Administration (MBA), Kennesaw State University, Kennesaw, GA

Bachelor of Science, Management Science (Operations Research), Georgia Institute of Technology

Certified Project Management Professional (PMP), Project Management Institute, PMP Certified: #1790389

Six Sigma: Yellow Belt, Lean Six Sigma Methodologies, IBM Training

CISM IT Security, Bank of America Training



Technical Project Manager III (Bank of America) - 6/2017 – Present (Atlanta, GA)

Managing up to 6 projects at any given time, closed 3 on time and on budget

By increasing communications to Financial Centers for network upgrades of Remote Video System Rollout via standard emails and direct calling, increased the completion rate from 20% to 80% and failures are no longer a result of unprepared financial centers.

Researched database and capacity issues for ATM Card Capture project, allowing ATMs to give BoA a count of captured bank cards which is used to decrease credit card fraud within the bank.


Hardware Asset Management Analyst (SunTrust) - 06/2016 – 3/2017 (Atlanta, GA)

Recovered over $3 million in untracked assets within 6 months.

Developed metric reporting format for asset tracking which became the standard for the department.

Utilized Excel VLookup, Responsible for creating Metric Analysis Reports (asset quantities and financials) for Senior Management.

Utilized reporting and tracking software including SCCM, IBM BigFix, IBM IT Portal, and SharePoint. Tracked and metric reporting for all End User Computer (EUC) assets consisting of 50,000+ assets worth over $20 million.


Technical Project Manager (IBM Global Services/Macy’s) - 03/2015 – 07/2015 (Atlanta, GA)

Successfully managed multiple IT infrastructure projects with budgets ranging from $20,000 to $250,000, including server builds and decommissions.

Coordinated project tasks across distributed global time zones (India, the Americas and Australia). Responsible for reviewing QA testing on newly built servers.

Utilized the PMBOK Initiation through Close methodology. Ensured that all assigned projects were completed on time and within budget. Used standard IBM tools such as PADSMRT, BOND, IRM, and Notes. When requisitioning servers, also had to requisition software license if server was to hold non-standard software not already licensed by Macy’s or IBM.


Technical Project Manager/Implementation Engineer (Bank of America) - 11/2013 – 02/2015 (Atlanta, GA)

Compiled Rough Order of Magnitude cost estimates and cost sizings for various projects.

Led Disaster Recovery operations out of state to test disruption of communications to branch offices in Virginia.

Utilized MS SharePoint for change tracking and enforcing continuity. Utilized PPRT and Nexus to track resource availability.

Technical Project Manager (Bank of America) - 02/2012 – 11/2013 (Atlanta, GA)

Managed $1 million move of the client’s Data Center from the East Coast to the Mid-West (scope included installation of two 1-GigE circuits from AT&T and Verizon for data transfer).

Managed over 15 projects from installation of HP blade servers and chassis in a FlexFabric environment. Included corresponding installation of NAS/SAN storage, VM Ware, SQL server, and MOAB software licensing registration. Also, decommissions, temporary bank trailer setup, Disaster Recover testing, Firewall transfer update of VOIP switch, and remediation of a Sev2 audit.

Provided total project management for Bank of America in a PMO organization and matrix environment using DMAIC (Agile) model. Used Nexus, PPRT, MS Project, and SharePoint to track PMO metrics, task allocation, and man-hour tracking through all phase of the projects.


Data Center/Project Coordinator (IBM Global Services/Equifax)- 10/2007 – 03/2011 (alpharetta, ga)

Led all midrange server lifecycles projects, including location, build, rack, maintenance, decommission, and disposal.

Ensured all hardware and software licenses were properly accounted for before deployments.

Maintained software library for network administrators.

Consolidated moves within four data centers.

Discovered a change control error and informed key stakeholders in a timely manner, resulting in saving the client over $200k in fees.

Reviewed all Change Request for correctness and approval in a timely manner; member of the Change Management Board.

Responsible for effective communications management on a need-to-know basis. Liaison between all levels of management and vendors for Cradle-to-Grave asset tracking and delivery in the midrange data center space. Maintained software license and hardware inventory, which was checked bi-annually with a physical count of servers, software, and licensing agreements.

ATLANTA BALLET, Manager Information Technology & Human Resources - 10/2006 – 10/2007 (Atlanta, GA)

Repaired backup tape drive and set backup schedule.

Maintained software licenses for the ballet including Microsoft, Adobe, and Photoshop.

Set up Wireless for building including encrypted for dancers and guest wi-fi.

Conducted sourcing and negotiated with vendors to install CISCO 5505 firewall (replacing aging software-based firewall); Installed wireless access network for customers.

Conducted employee satisfaction survey, resulting in the attendance of a Braves game for team building.

Developed the “Director’s Weekly Chat” and an employee formal recognition program (similar to “golden banana”) called the Golden Paperclip.

Managed all operations and projects related to the Windows 2000/2003 Network, LAN/WAN, SQL, XP Desktops, and PBX and ensuring ballet adhered to federal and state HR guidelines.

ELECTRONIC DATA SYSTEMS (EDS), Sr. Systems Analyst/Project Manager, Atlanta, GA 04/2001 – 08/2005

Directed a project to upgrade, configure, and deploy 50 desktop PCs; scope of work called for completion in less than 5 days; project was completed in 3.

Checked software licenses prior to large deployments to ensure EDS/BellSouth had proper number and was not in violation of software licensing agreements. Kept all software keys within the IT department.

Led a virtual team of 10 global employees on a Knowledge Management Team Challenge study, organized voice conferences to create a Project Plan; developed a white paper defining how to use Knowledge Management in EDS, resulting in praise by the CEO for excellent work and organizational skills.

Acted as Project Manager and Technical Lead for a team of 5 desktop support staff. Migrated and Upgraded 100 users to new building; projects completed within 3-week timeframe.

Took initiative to test upgrade of IE against current standard and discovered the company’s major software had stopped working; ensured it was corrected two weeks before push.

Decreased average repair times from 4 hours to 2 within one year. Number one contributor to knowledge base, averaging 4 solutions per month; minimum required was 2 per month.

Responsible for troubleshooting and diagnosing and resolving hardware and software issues on desktops and the network.

BELLSOUTH INFORMATION SYSTEMS, IT Manager, Atlanta, GA 02/1997 – 03/2001

Project managed physical move of 25 staff members to new office site. Performed a 4-month project in 2 months; completing it on time, resulting in a promotion from Team Lead to Manager.

Maintained software licenses and count to ensure BellSouth stayed in compliance with external software vendors. Maintained keys for all software used within our jurisdiction.

Lowered daily average queue volume from 11 to 2 within two months; promoted to Team Lead.

Trained and developed junior personnel, emphasizing troubleshooting and customer service.

Ensured staff provided superior customer service and problem ticket resolution, raising satisfaction levels from 80% to 98% in one year; personal score was 100%.

Managed staff of 10 technicians and $500,000 budget, as well as the Windows NT/2000 network for 2 departments within BellSouth.



Customer Focus Award: For exceptional customer service and client support

CEO Commendation: Knowledge Management Team Challenge

Outstanding Service Award: For exceeding expectations of a Windows software upgrade and deployment.

Outstanding Service Award: For troubleshooting and resolution of a software error revealed in an SMS push


Award for Excellence: Managed the project plan and implementation of a large-scale relocation project, which was executed on time and under budget, resulting in a promotion to IT Manager.


Green C Award: For meticulous communications management and minimal error rate.

Miscellaneous: Appointed Conning Officer for covert operations during Operation Desert Storm. Held Top Secret (SPECAT) Clearance and was CMS Custodian. Responsible for proper control of all classified material on ship.

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