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Project Manager

Valley Cottage, New York, United States
April 30, 2019

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Management Professional

Detail-oriented, organized professional working with and managing multiple resources and projects simultaneously following PMP principles, with strong leadership skills.

Direct and manage global teams responsible for service support and training. Manage projects accomplishing tasks on-time, and within budget, while managing scope creep, budget, risks and issues and resource allocation. Successfully complete projects and regularly earn accolades from project executives, senior management and clients. Client oriented focus to improve business processes.

ITIL Process Documentation IT Service Management Service Desk Management Project Management Customer Relationship Development Change Management


BioReference Laboratories, Elmwood Park, NJ 2016-present

Director, Service Desk Operations Nov 2016-April 2019

Director of the Service Desk team including local and remote team members that support the internal employees, as well as, Tech Support team that provides support to PSCs and Dr Offices.

Manage the team and serve as first escalation point

Conduct one on one meetings with the team on monthly basis

Manage ID Administration process

Manage PTO and work schedules

Create and manage Onboarding/Off boarding and Transfer processes

Work with HR/Talent Acquisition to improve and streamline Onboarding/Off Boarding and Transfer processes

Manage support processes and use of the ticketing system; make enhancements/improvements

Monitor queue and ticket assignments in absence of Service Desk Supervisor or Team Lead

Work closely with vendors on support and ordering equipment

Create and provide weekly metrics/report to VP of Infrastructure and CIO

Create SOPs for team to follow and ensure they are properly trained

Focal point for audit activities: provide evidence requests and review with auditors

Smartsheet Admin: Manage Smartsheet access for the company; run usage reports

Change Manager: responsible for Change Management process

gather information, run CAB, coordinate with various teams, distribute Change reports

Viacom (Contractor), New York City 2016-2016

Project Manager July 2016-Nov 2016

Managed project to outsource the Service Desk

Created Project Charters, Scope and Approach documents, project plans using Microsoft Office products

Conducted weekly team meetings and weekly status meetings

Created and distributed meeting minutes

Coordinated with project teams, vendor, and other departments to enable project success

Updated Workfront weekly with project information and status

Project finance and risk management

Created and provided C level weekly updates


KPMG International (Contractor), Woodcliff Lake, NJ 2015-2016

Project Manager Dec 2015 – May 2016

Planned, controlled and executed projects, producing solution deliverables on time and within budget.

Created Project Charters, Scope and Approach documents, project plans using Microsoft Office products

Conducted weekly team meetings and weekly status meetings

Created and distributed meeting minutes

Coordinated with project teams and other departments to enable project success

Updated Clarizen weekly with project information and status

Coordinated with teams on new work to obtain requirements and create project budget estimates

Project finance management

Project risk management

Lead SharePoint Infrastructure and Application upgrade project


Advisory Project & Process Manager Aug 2014 – June 2015 Performed start-up activities and managed Incident, Problem and Change process transition and transformation projects and led teams on complex projects. Worked on transition / transformation teams in formulation, development, qualification, and launch of delivery offerings.

Initiated, planned, controlled, executed, and closed multiple projects, producing solution deliverables on time and within budget; conducted weekly status meetings with client and executives

Created and managed status reports, project plans, repeatable model plans using Microsoft Project / Microsoft Excel, and financial reports, carefully directing project progress.

Coordinated successfully with other managers on internal linkages, reviewing contract scope, translating customer requirements into project schedules and /or PDRs (Project Definition Reports), and achieving best practice solutions.

Developed and managed PDRs, RaIL (Risks, Actions, Issue log), SOWs (Statement of Work), DOUs (Document of Understandings), Project Charters, and weekly project status reports, keeping clients and upper management fully informed on progress.

Worked with external client on project involving mergers and acquisitions of teams and services


Project Manager/ Team Lead May 2005 – Aug 2014 Collaborated extensively with engagement, technical teams, client and Sr Management gathering account- confidential data needed to generate and / or validate solution cost sizing. Created cost case solutions, ranging between $10 and $20M, for potential new and existing large scale outsourcing accounts. Managed funding or solution gaps and performed program / project management activities.

Negotiated project plan deliverables with transition teams, successfully deploying various ITSM software packages and process solutions to over 100 accounts.

Performed Program management, managing multiple projects simultaneously, ensuring deliverables

were completed on time and within budget

negotiated time line when required, managed risks and issues

Rated top contributor during performance reviews for 11 consecutive years, delivering excellent external and internal customer service.

Managed over 25 globally located documentation and training team members (including contractors), improving team skills, reducing costs, and increasing efficiencies by reducing work product effort by over 10%.

Managed resource allocation and work assignments on multiple projects simultaneously

Interviewed candidates for contractor, global and US positions resulting in hiring and provided yearly review input to Management



Attended weekly CAB meetings; followed Change Management process for project scope changes

Lead projects to outsource Service Desk to off shore and from off shore back to the States; coordinated training and documentation needs for agents on ITSM software and related processes for Service Management

Acted as Department Regulatory Representative, ensuring all documentation and training conformed to FDA and HIPAA requirements and all global compliance requirements were met.

Collaborated with project and program managers, confirming project plan tasks were represented accurately and preparing project plan updates.

ITIL Process Team Lead May 2003 – May 2005

Managed resource allocation, team work assignments, measurement reporting, and presentation to upper management / client executives. Collaborated with account teams and customer personnel, defining account-specific processes and procedure requirements. Learned and became familiar with tool set used in delivering contracted services.

Ensured application of IBM Best Practice processes and procedures, delivering successful managed operation of outsourcing contracts.

Developed, documented, and maintained account and ITSM tool-specific process, procedures and work instructions, conducting training and assisting team in successful process and procedure implementations.

Created SOPs for Regulatory accounts following good documentation practices

Managed and provided team work allocation, as well as, project and program management activities

ITIL Process Team Member April 1998 – May 2003 Created and customized ITSM tool user guides, processes and procedures based on individual account process requirements to support ITIL processes. Collaborated closely with managers defining requirements with delivery and client service delivery organizations and incorporating solution into ITSM applications.

Developed and delivered remote and in-person ITSM tool and related process training for service delivery personnel globally, earning 98% satisfaction rate.

Documented enhancements of ITSM training plan, developing recorded tool training presentations using various media tools including Captivate, Lotus Sametime and Sametime Unyte web conference tools.

Provided solutions for regulated accounts, including Food and Drug Administration (FDA), successfully retaining and enhancing business.

Help Desk Agent Oct 1997 – Apr 1998

Supported customer on use of IP&C software / tool, logging tickets based on calls received from clients.

Produced ACD, SLA, and SLO reports, presenting results to Management.

•Assisted clients with IT software and hardware related inquires and issues

•Responded to technical and non-technical requests, addressing all client issues and ensuring satisfaction.

•Use of ITSM software to log tickets and assign to support groups as required



Familiarity with several ITSM tools i.e. ServiceNow, Maximo, Remedy, HP Service Center, Heat, Web Help Desk

Various MIS classes at Bergen Community College

Project Management classes offered by various companies as part of professional development

IBM Leader Foundation courses

Basic Cloud training courses

HIPAA Training

FDA Regulatory training

SOX training

Active Directory





Service Request Management

Incident Management

Problem Management

Change Management

Lotus Notes

MS Outlook

MS Lync

Skype for Business

Sametime Unyte

Use of various Web Conferencing tools





Agile methodology

Waterfall methodology



IT Infrastructure Library (ITIL) v3 Foundation Certified

Professional Education

Knowledge Academy ITIL V3 Foundation class

Project Management Orientation (certificate)

Project Management Fundamentals (certificate)

Applied Planning and Scheduling User Planner and MS Project 98 (certificate)

Transition Management Class (certificate)

Leadership in a Project Team Environment class (certificate)

Defining and Planning Projects Using MS Project class (certificate) Work experience prior to IBM can be provided upon request

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