Project Manager Customer Service

Darrell E. Dreher Jr.

**** *********** **. ******* ******* MD 20743 (c) 240-***-**** *********@*******.***

EDUCATION

Masters, Organizational Leadership Anticipated Aug. 2014

National University Online

BS in Business Administration, Concentration: Finance & Professional Writing May 2006

Salisbury University, Salisbury, MD

IT Certifications and Clearance

PMP Certification- June 2014

Security + - October 3, 2012

ITILv3- September 7, 2012

Security Clearance- Issued July, 2011

TECHNICAL SKILLS

Adaptable, Flexible, Analytical Skills

• Systematic, logical, creative, focused

• Completed many team projects for class that included research, presentations and financial analyzing

• Cooperative and task oriented

• BMC ITSM v7.6.04 components, modules, and related skills

• Implementation of Software Applications (i.e. Oracle, MS SQL, and ERP)

COMPUTER SKILLS

• Proficient in Windows XP/07

• Proficient in All Windows applications and programs

• Used Microsoft Access to develop databases

RELATIVE EXPERIENCE

Service Desk Manager, NAVSEA 00I (TWD Contractor)

July 2011- Present

Department of the Navy, Washington DC

• Oversee timely delivery of quality technical support to customers.

• Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for

tracking and progress chasing of incidents to conclusion and creating weekly updated reports.

• Management of critical customer incidents, associated customer communication, activities and any appropriate

escalations.

• Providing hands-on technical expertise to effectively resolve client issues, as well as building and maintaining

services relationship with clients

• Responsible for overseeing all Asset Management for the Navy Yard

• Ensuring that the help desk actively participates in the definition, adoption and evolution of solution delivery

methodologies and best practices that impact the effectiveness of the help desk

• Identify and implement improvements to the help desk incident logging system

• Ensuring that the help desk is fully utilizing appropriate knowledge management tools and practices in order to

provide a more effective and efficient service to clients.

• Providing leadership in the design and implementation of new support offerings for clients

• Leading and managing the help desk team to ensure team and individual performance levels meet client needs

consistently

Darrell E. Dreher Jr.

1111 Wilberforce Ct. Capitol Heights MD 20743 (c) 240-***-**** *********@*******.***

• Developed full scale project plans and ensured all project timelines were met.

• Implemented and managed project changes and interventions to achieve project outputs

Assistant Project Manager for Relocation to NAVSEA West (Due to the events of 9/16/13 at WNYD)

• Developed a timeline for removal of all IT equipment from the damaged building

• Consulted with our Network Team and NMCI to develop a plan and timeline for Network Connectivity at the

NAVSEA West Location

• Managed a project team of 18 to ensure proper removal, transportation, and re-location of all IT assets of 2,300

users

• Managed the installation and activation of network switches

• Allocated budget funds to handle resources and minor purchases for the removal project

• Coordinated with Xerox to move and connect all MFD’s at the NAVSEA West location

Project Manager of NAVSEA’s Washington Navy Yard Windows 7 Technical Refresh

• Created the project scope and timeline for this three month Technical Refresh Project

• Responsible for the hiring budget of temporary staff

• Interviewed and hired 13 temporary employees to complete this project

• Organized weekly meetings among all staff to discuss lessons learned

• Coordinated daily meetings with HP to discuss action items, update on project deadlines, and restraints.

• Communicated daily with all stakeholders

• Managed all temporary employees throughout the duration of this project

Project Manager for Building Expansion Project

• Received contract bids for the IT infrastructure of the building expansion

• Met weekly with a team to discuss requirements and project timelines

• Developed and revised the BOM for approval to meet our budget requirements

• Created flow charts based of Supply Chain Management

• Exceeded timeline expectations and same under budget

• Organized the storage and movement of all IT equipment (VTC equipment, PC’s, Printers, Faxes, Phones,

Servers, and Switches)

• Oversaw the IT infrastructure instillation and cut-over

Assistant Project Manager for Remedy

• Created and submitted the project scope for approval to the government DCIO

• Establish contact with remedy sales managers to discuss potential options

• Coordinated meetings between Remedy officials and government leadership to discuss project requirements

Darrell E. Dreher Jr.

1111 Wilberforce Ct. Capitol Heights MD 20743 (c) 240-***-**** *********@*******.***

• Assisted with the development of a USE-CASE analysis for 46 different segments of our IT service

• Met with Remedy personnel and government leadership to discuss findings and next steps

• Submitted the BOM to the contracting officer for Remedy’s approval

• Streamlined a ITSM process for NAVSEA that emphasized customer service.

Stay In School Employee, NAVSEA CIO Office July 2004 - August 2005

Department of the Navy, Washington DC

• Analyzed and procured the best telephone contracts for the Communications Office

• Responsible for the monthly billing, recording and distribution of monthly telephone bills

• Aided the Telecommunications Branch with verifying wireless telephone bills and ensuring timely submission to

NAVSEA PEOs and Directorates

• Managed the data entry into the Telecommunications Branch Database

• Scheduled meetings and setup conference room meetings for NAVSEA

• Collaborated with a team to review and edit contract proposals and bids

OTHER EXPERIENCE

Special Education Teacher, District of Columbia Public Schools` August 2009-June 2011

Hamilton Academy Special Education Center

• Develop, implement, and evaluate processes and procedures for screening, identifying, referral, placement,

programming and follow-up for individual disabled children

• Maintains a cooperative working relationship with parents, staff, and other school district personnel

• Establish a learning environment for students to reinforce appropriate pupil behavior

• Provide proper instruction based upon DCPS 8th grade standards and curriculum

Special Education Coordinator, Prince George’s County Public School August 2006 – June 2009

Benjamin Stoddert Middle School, Temple Hills, MD

• Develop, implement, and evaluate processes and procedures for screening, identifying, referral, placement,

programming and follow-up for individual disabled children

• Prepare reports and school district plans for all programs for children with special educational needs as required

by the Department of Public Instruction, Co-Superintendents, Assistant Superintendent, Student and Instructional

Services

• Serve as technical consultant to principals and other administrators in all areas of special education

• Supervise and evaluate psychologists, social workers, special education program support teachers and department

clerical support staff

• Visit classes to observe, assist and document the work of teachers and ancillary personnel in order to,

cooperatively with principals, evaluate and make recommendations concerning their performance

• Cooperatively plan, implement, administer, and evaluate budgetary appropriations for anticipated and currently

operating special education programs (i.e., staff, equipment, supplies and repairs) and other programs as directed

References available among Request

Darrell E. Dreher Jr.

1111 Wilberforce Ct. Capitol Heights MD 20743 (c) 240-***-**** *********@*******.***

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