Project Manager / Certified Scrum Master

Eric Swank

Denville, NJ ***** ***********@*****.***

973-***-**** linkedin.com/in/eric-swank

SUMMARY

A driven leader with a proven track record of success, seeking to leverage 20 years of experience in Information Technology, along with project management and product management skills in a new opportunity.

SKILLS

Task Management Team Leadership Cost Control Communication

Project Scheduling Negotiation Project Budgeting Coaching

Time Management Risk Management Quality Management Planning

Problem Solving Delegating Organization Servant Leadership

Stakeholder Management Vendor Management Team Building System Migrations

CERTIFICATIONS

Certified Scrum Master (CSM) - Scrum Alliance 04/19 to Present

Professional Scrum Master (PSM) - Scrum.org 04/19 to Present

ITIL 4 Foundation - Axelos 03/19 to Present

Network + CompTIA 07/05 to Present

A + CompTIA 04/00 to Present

EXPERIENCE

Wyndham Destinations – Parsippany, NJ 2/08 to 4/19

Senior Technician

Recipient of 4 “Count On Me” Awards for exceeding expectations and exemplary service.

Oversaw all components of the project life cycle, from project inception to closure, for laptop domain migration project, with over 350 endpoints targeted. Also served as a subject matter expert. Tracked progress to ensure project milestones were completed on time, on budget, with the desired results, and within scope. Implemented waterfall approach, created WBS, and monitored through phases. Managed vendor resources and shared reports with stakeholders. Project was completed on time and under budget.

Received CY Award in recognition of outstanding results from Citrix SSL/TLS Project. The project spanned 6 months, encompassing over 200 Wyse Thin Client upgrades and was completed 1 week ahead of schedule.

Led Windows 10 upgrade projects. Managed vendors, developed schedule, and updated key stakeholders.

Managed technical support team for 4 Global Hotel Conference Projects in Las Vegas – executed deliverables.

Dispatched onsite to UK and Canada offices to lead upgrade projects and train new and existing resources.

Provided Tier 2 and 3 support to Windows, MAC, and mobile devices to 24,430 employees worldwide.

Responsible for providing white glove face to face support to C-level executives.

Performed IT Asset Management utilizing Service Now and trained new Asset Coordinators.

Utilized MS Project, Visio, PowerPoint, Excel, Word, Access, Outlook, SharePoint, MS Teams, and InterCall.

Manpower – Consultant at Wyndham Worldwide – Parsippany, NJ 5/07 to 2/08

Technician

Due to my commitment and dedication on the project; management saw value in my skills and offered me a permanent position in the Information Technology Department of Wyndham Worldwide.

Led Asset Inventory Project as project manager. Oversaw project team and vendors - created WBS and developed schedule. Directed and managed project work. Communicated milestones to key stakeholders.

Troubleshot issues with Apple, Lenovo and Dell PCs and Laptops with Windows 10 and MS Office, Outlook Email, BitLocker and SecureDoc, Wyse Thin Clients, Citrix, web applications, Java, VPN, IE and HP Printers.

Activated and troubleshot IPhone, IPad, and Android Devices and managed devices with MobileIron.

Utilized Bomgar, Service Now, Assyst, and Heat to resolve issues escalated from the Service Desk.

Newark Beth Israel Medical Center – Newark, NJ 6/06 to 3/07

System Coordinator

Tracked Plant and Engineering call volume and service levels to report to senior leadership.

Dispatched appropriate personnel to service calls, while inputting data in ticketing software.

Monitored resource performance and created professional query reports to present to stakeholders.

Valley Bank – Wayne, NJ 5/00 to 3/05

PC Specialist

Built and hardened Windows Servers, applying service packs, configuring shares, user rights, and print queues.

Created Domain users and Exchange mailboxes, assigned rights, groups, and login scripts.

Performed HRizon SQL Database maintenance including weekly reorgs, daily backups, and biannually patches.

Led Merchants PC Conversion Project on site in NYC and configured servers for NorCrown and Shrewsbury.

Participated in major bank wide hardware and software rollouts including IBM XP PCs, bank wide OLF to Zeus software conversion, 300 Synergy software installs, Open IT: IPX/SPX to TCP-IP conversion, and many more.

Partook in offsite Disaster Recovery Testing and Virus infection remediation.

Provided over 2,500 users Tier 1, 2, and 3 support on corporate campus and remote branches.

Solved problems “Face to Face” and on Help Desk while logging calls into Track-It Software.

Troubleshot software issues with Windows XP, Novell NetWare 4.11, Windows Server 2003, MS Office 2000, Gupta SQLBase, Zeus, Miser, SER/Synergy, SQN, Harland, Baker Hill, Sarbanes-Oxley, and various others.

Serviced hardware issues with IBM/Dell/Compaq/Gateway; IBM and Dell servers; HP and Lexmark printers.

Trained new PC Support employees and composed documentation pertaining to installations and procedures.

Eclipsys Solutions Inc. contracted to Saint Barnabas Medical Center – Livingston, NJ 10/99 to 5/00

PC Technician

Provided 2,500 users on site technical support over phone and on site to Windows based PCs.

Serviced Lexmark and HP laser printers and troubleshot network issues with servers, hubs, and routers.

Assisted with upgrades and installs during major hospital wide hardware and software rollouts.

EDUCATION

County College of Morris – Randolph, NJ

Project Management PMP, CAPM Preparation

County College of Morris – Randolph, NJ

Certificate, Project Management - Practical Application I and II

Global Knowledge – New York, NY

Certificate, Apple - Sierra OS X Support

New Horizons Computer Learning Center – New York, NY

Certificate, Implementing and Supporting Microsoft Windows XP Professional

The Chubb Institute - Parsippany, NJ

Diploma, Computer Networking and Security ** 3.9 GPA**

The Chubb Institute - Parsippany, NJ

Diploma, Computer Technical Support ** 3.88 GPA**

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