Project Manager Service
Resume:
Travis Stewart
Roles: Experience Summary
Project Manager I 8 years of experience in Information Technology as
Project Coordinator a Project Manager, Incident Manager, Subject
Service Desk Supervisor Matter Expert and a Service Desk Supervisor. My
Help Desk Tier 3/ SME background ranges from Project Management
Office(PMO) to Global Command Center(NOC). Within
my career, I've worked with all the top tools
Tools/Methods: within an ITSM structure . With these
Citrix Xenapp opportunities I have found I am viewed as a leader
Bomgar and work well with leading others and myself to
LanDesk surpass standard metrics such as SLA's and OLA's
Service Now within the ITIL framework and other best practices.
Track-IT
Remedy BMC
AT&T Net Client Skills Inventory
Juniper VPN Client Leading projects and creating process documentation
MDM Agent . Working within budgets, time management and
Front End Message resource constraints.
Active Directory Advising stakeholders using expert opinion and use
SAP case scenarios on industry standard software within
Mainframe an enterprise environment.
Rumba Create and remove accounts in Active Directory also
Novell Manager group and user policies.
People Soft Configure user for Office Communicator .
Sharepoint Push updates to users machines and granting
Safeboot temporary admin rights to users who need it to
Microsoft Exchange 2003/2007 install specific approved software.
Telnet Also providing training on different businesses
that have been acquired .
Industry Application: Monitoring calls and agents assigned to specific
Insurance Companies 20,000+ ACD's in Avaya CMS.
users Providing Executive Support to users who are
Telecom Provider 12,000 + considered high priority.
users Owning the process of incident tickets to get
Oil Company 5,000 + users resolved before they breach the SLA.
Education:
PMP Certification 4th
Edition(pursuing)
ITIL v3 Foundations
Certification
Devry University-Computer
Science
Hallandale High School-
Diploma
Additional Training:
Chronological Summary of Experience
Incident Manager(Major Incident) 6/13 - Current
Coca- Cola Refreshments
. As a Major Incident Manager, the main goal was to restore service
before breach of SLA of P1 and P2 incidents . Impact and Urgency were
the main factors.
. Running bridge calls or war rooms to gather multiple resources to
restore service to any of our Critical Applications.
. Also creating communications from the IT to the business, informing
of any applications that might affect production or revenue.
. Insuring PIR meetings had taken place to address root cause analysis
for Problem and Change Management.
. Also a transfer of knowledge to the service desk for any known issues
that may arise during a change or of a possible outage.
. Also making sure all SAP production or revenue applications were
handled on High priority, due to the wide scale impact .
Project Manager( Implementation) 1/13- 6/13
Royal Caribbean Cruise Lines
. During my time at Royal Caribbean I was given the task of
refreshing and creating service and technical documentation.
. Also meeting with the business and different IT groups to improve
on the process and determine which software to keep within the IT
Portfolio .
. Attended change meetings with the PMO team and submit RFC for
new business to business software transitioned into the environment.
That includes Change Management, Request Management and Incident
Management.
. Defined, documents and manages smaller-scale projects with
minimal supervision, working with multiple teams that may have
differing priorities and working/cultural practices.
Help Desk Team Lead/ Trainer 1/12-1/13
American International Group
. At AIG I started off as a Tier 2 analyst my duties at that time was to
take escalations from Tier 1 analyst for procedures that could not be
handle within the allotted amount of time or required more experience
or attention to detail.
. In this role I provided users with access to different folders or files
on sharepoint. Provided access to Peoplesoft, Domino and other HR or
payroll internal sites.
. Also worked as a POC for all businesses units such as citrix, windows
security and network team to provide quick resolution for Sev1 or Sev2
incidents that had a major impact on the business.
. Also worked with many teams in China, Malaysia and India for roll over
support just in case of natural disasters.
. Managing a team of 25 agents that ranged from tier 1 - SMEs. Also
during this time my team had the highest First Call Resolution and had
the lowest call handling time.
Project Manager 10/10-1/12
G Delivery and Logistics LLC
. Within this position I was the Project Manager, I had a strict budget
to follow and I followed it to the end.
. Ran reports to see where the company was losing money and where we
where making head way. After comprising the data I then came up within
a solution that was implemented throughout the business as standard
practice.
. This including purchase orders for all new computers that would deliver
value to the business and be able to handle the software needed to run
the business day to day.
. Getting all support groups on the same page for a more effective
response to any incidents that may arise.
. Writing and documenting a knowledge base for efficient troubleshooting
in the future.
. Implementing Track-IT to document tickets and track all company assets.
Help Desk SME/Field Engineering 2/10-10/10
FracTech
. Within this position I did just about everything, I started off in
help desk then I was asked to be part of a deployment team that would
set up new sites .
. Within those deployments I was giving a company phone, laptop and car
and worked where ever they wanted new technologies to be deployed as
this company was growing very rapidly.
. My duties ranged from setting up TCV's which where satellites placed on
RV's for temporary internet access to these buildings until we setup a
network and received all the necessary equipment.
. I was also learned here how to setup Cisco routers and switches.
. Also how to input VLAN scripts and different security networks.
. I had a direct contact with the VoIP manager so while I was on these
deployments . I would save him a trip by setting up the Cisco Call
Manager and Unified Voice mail.
Technical Support Engineer. 10/09-2/10
Apple
. Supporting users in the Mac OS and windows environment.
. Teaching users how to sync music calenders, mail and contacts.
. Providing international support for users all over the world who own
apple products.
. Remoting into users machines to walk them through how to do certain
procedures within Itunes.
. Providing enterprise support to users who have purchased 10 or more
IPAD or IPHONES under a corporate account with Apple Care.
Computer Contractor 3/05-10/09
Turbopc
. Contracting services for installation and deployment Windows and All
other operating systems .
. Work with third party contracting companies such as Field-Nation and
Compucom who send me the contracts where I can review what needs to be
done and the compensation and either accept or reject that work order.
. This was my personal business, I had 5 others working with me who I
managed and paid for there services.
. In this role I would setup small call centers or offices. This meant
there network and phones.
. Virus removal and data recovery was a huge part of the days work load.
. Hardware repair and upgrades to users machines. Residential and
commercial support was provided.
. Building bare bone PC's from scratch from users who wanted just the
basics to check email or to users who required extreme gaming or
multimedia builds.
. My services where available 24 x 7 365 days a year.
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