Customer Service Project Manager

GENE HUGHES

**** ******** ******

310-***-**** - Cell

*******@*****.***

SUMMARY OF QUALIFICATIONS

. 20 years of IT Help Desk supervisor and Desktop support analyst

. Skilled in customer service and relations

. Proficient in Tier 1 thru Tier 3 resolution of application and technical

problems

. Developed and implemented Service Level Agreements/objectives

. Hands-on experienced in Help Desk tracking and issue resolution

. Skilled in developing Help Desk Policies, Standards and Procedures

. Experienced in S/W tracking and licensing compliance

. Skilled in developing and coaching help desk analyst and support

technicians

. Experienced in identifying and implementing process improvements

. Highly motivated and enthusiastic individual with strong interpersonal

and leadership skills

. Excellent verbal and written communication skills

EDUCATION

. Bachelor Degree in Information Technology (1 year remaining)

University of Phoenix

. ITIL Ver 3 Certification - November 2013

CSME, Inc

. Certified Cisco Network Associate (CCNA), September 2004

ABCO TECHNOLOGIES INC. - Culver City, CA

. Help Desk 2000 Professional Certification, June 2001

STI KNOWLEDGE, Web based certification

MCSE 2000 Certification, Jan 2001

SENTO CORPORATION - American Fort, UT

. Associate Degree in Computer Programming, March 1994

Major: Computer Programming

COMPUTER LEARNING CENTER - San Jose, CA

. Computer Operations School, May 1984

UNITED STATES ARMY - Indianapolis, IN

Honor Graduate, GPA 4.0

OPERATING SYSTEMS: OS/400, DOS/VSE, MVS, SCO UNIX, Windows 2000, Windows

NT, Windows XP, Windows 7, Windows Server 2000 - 2008, Exchange 2003 - 2010

and Mac/OSX.

HARDWARE: HP 9000, IBM AS/400, IBM 9121, RS/6000, Stratus, Dec Alpha,

Solaris, Cisco Routers - 2800, 3800 and 7200, Cisco Switches - 2960, 3750,

4500, 6500

NETWORKING: TCP/IP, MPLS, OSPF, BGP, RIP I&II, Static, LAN/WAN,

Bridging/Routing, ISDN, DS1/DS3/Sonet, SMDS, Frame Relay, Analog Data,

Fractional T-1, ATM.

APPLICATION SOFTWARE: MS Office - ALL, Lotus Notes R5, CICS, Lawson Insite

7.3.3, Remedy, Altiris, Vector Asset Discovery and Mapping, Crystal

Reports, VERITAS Backup Exec 9.0, iManage, DeltaView, Concordance,

RightFax, AccuTrac, Blackberry, iPhone, iPad, Altiris, Hyperion Essbase,

Spectrum, Sitescope, SolarWinds, SharePoint 07- 10, Office 2000 - 2010,

Attention!, Service Now

EMPLOYMENT HISTORY:

HP

Project / Engagement Leader for MIM/EOG Thousand Oaks, CA

5/12 - Present

. Supervision of 20 employees responsible for network and application

availability monitoring as well as escalating all Priority Level 1

issues to the assigned groups.

. Project Manager ensuring that all network devices are correctly

monitored and maintained

. Utilize One Click Spectrum, e-Health and MS SCOM consoles to ensure

that all network alarms have been properly escalated and acknowledged

. Development of technical skills of all direct reports

. Weekly creation of reports for Senior Management regarding the total

number of tickets created and responded to by Major Incident team and

Network Monitoring team using Service Now ticketing tool for trend

analysis

. Notification of groups concerning ongoing issues utilizing Attention!

paging tool

. Development of SLA's and improvement of current SLA's regarding

network and application availability

. Hold Bi-weekly meetings with all employees to discuss performance

improvement and upcoming application or network changes

. Develop process improvement and procedure documentation for team

members

. Attend Change Management meetings

. Ensure that Problem tickets are created and assigned to the correct

Resolver group for root cause analysis

. SharePoint administration and content management for the monitoring

team

. Collaboration with vendors regarding tool enhancements

Toyota (Contingent Staff) Torrance, CA

BTS Treasury Sr. Business Applications Analyst 6/11 -

5/12

. Working directly with TFS Treasury users providing daily operations

support.

. Documenting solutions to common problems, Creating installation

instructions for the various Treasury applications and distributing

them to the Desktop Support technicians.

. Working as a part of the Application Delivery Team that interfaces

with Toyota customers and internal IT teams. Ensuring that all

infrastructure issues are resolved within SLA.

. Updating Sharepoint site documentation and assigned projects.

. Weekly meetings with management staff to discuss and plan upcoming

Change Management issues or projects.

. Lead role for AWS (Alternate Work Site) DR planning and implementation

that will ensure key functionality for essential financial operations

to be continued in case HQ facilities not accessible due to natural

disaster or other causes.

. Lead technician for the new Trading Floor build at the National HQ.

This project included cross-departmental collaboration as well as

vendor management. Project completed on schedule and within budget. It

is the largest Trading Floor on the West Coast.

Director Global Technical Support Los Angeles, CA

American Apparel 1/2011 - 6/2011

. Provide leadership for assigned operations technology area(s), and set

vision for application in collaboration with IT and Business partners

. Manage department budget to forecast, as well as provides

organizational reporting on finances, productivity, and quality

. Initiated overall IT asset management process which required quarterly

inventory updates and upgrading outdated computer equipment

. Establish appropriate research, requirements, functional

specification, production management for new application

implementations

. Establish appropriate quality assurance through all phases of the test

cycle, Integration/System testing, Performance Testing,Regression

Testing, User Acceptance Testing

. Business Application Ownership, responsible for insuring application

interfaces with client applications and integrates with operations

business processes

. Software licensing compliance, utilize Vector for software discovery

and led team that was responsible for removing unlicensed or

unauthorized software from company machines.

. Fulfill System Sponsor Role on large enterprise wide projects; drives

process improvements within organization

. Communicate across business and IT groups appropriately

Actively develops staff and supporting organization

KTLA 5 News (Contractor assignment)

Hollywood, CA

Lead IT Analyst 8/2010 -1/2011

. Implemented Helpdesk processes and process improvements to improve

customer support

. Trained techs on new ITSM client for call and incident tracking

. Implemented SharePoint site to track ongoing and future projects

. Performed software inventory utilizing Microsoft Assessment & Planning

toolkit and removed any unauthorized software. Offenders were added to

list and list was updated monthly

. Assisted with control room build-outs for television production

. Application support for on-air talent during pre and post telecast

. Assisted in the roll-out of new graphics software for broadcast

. Assisted with VOIP roll-out

. Set up mobile hotspots in all news vans

. Held weekly meeting with IT Director to discuss/recommend process

improvements

Herbalife Ltd. (Contractor for Vaco - Maternity backfill assignment)

Torrance, CA

Sr. IT Analyst 12/2009 - 5/2010

. Tier 2 resolution of all application and network problems that were

escalated to me via Service Desk Express problem tracking tool, email

or telephone.

. Monitored worldwide network connectivity using Monitoring tools such

as Spectrum and Sitescope.

. Escalated all down systems to management and responsible teams

following pre-defined matrix located on the SharePoint portal.

. System administrator duties included: Creation and deletion of user

accounts, distribution lists and adding approved users to various

security groups via Active Directory.

. Added and removed users to Blackberry Enterprise Server. Assisted with

any problems related to email delivery on Blackberry and iPhone

devices.

Fox Cable Networks Los Angeles, CA

Help Desk Supervisor 2/2007 - 11/2009

. Project management, application support, resolving user problems, and

assisting level 1 & 2 technicians with technical skill enhancement.

. Assumed role as Help Desk Supervisor in April '07. New duties

include: Supervision of 15 technicians, implementing SLA's that

reduced escalations to upper management from end users and improved

the overall customer satisfaction ratings.

. Assumed role of Project Manager on several medium to large scale

projects with budgets ranging from $150K to over $1M. Due to budget

constraints, I upgraded the entire Midwest Region's laptop and desktop

computers by myself and without any loss of data.

. Organized weekly staff meetings to develop and coach technicians.

. Populated the knowledgebase, and delegated urgent user requests.

. Interfaced daily with all levels of management and end users.

. Performed yearly performance reviews with staff and recommended spot

bonuses for outstanding customer service.

. Interviewed replacement and temporary staff for either permanent

placement or short term assignments.

. Successfully completed the Fox Management training course and received

certificate from Chairman

Fox Television Stations, Inc. Los Angeles,

CA

Systems Administrator / Network Technician 12/2006 -

2/2007

. Daily administration of Windows AD on Server 2003 platform, monitoring

network availability, remote administration of domain controllers and

file servers via Microsoft's remote desktop client

. Running nightly jobs on AS/400

. Performing backups using VERITAS Backup Exec

. Composing S/W reports for licensing utilizing Altiris inventory

manager

. Developing trend analysis of customer tickets that were received daily

. Assisted IT Managers nationwide with network problems, cost analysis

and ROI reporting for CIO

BT - Infonet Los Angeles, CA

Principal Systems Engineer 2/2005 -11/2006

. Administration and support of the RSA ACE Servers, Active Directory

servers, TACACS+ Servers, and Digital Certificate management services

for the global networking equipment running across BT Infonet's fully-

managed, multi-service World Network.

. Worked with a team of engineers that perform system administration,

network support, design and development of the BT Infonet

authentication systems.

. System Administration for Active Directory and Exchange on Server

2003, ACE and TACACS+ platforms

. Adding Users and Groups and configuring GPO's

. Enabling remote access via RRAS using NAT protocol

. Configuration of ACE and TACACS+ global network user accounts.

. Configuration of digital certificates for encryption services on

globally networked Cisco 3548, 3550, 3560, and 3750 switches and 1800,

2800 and 3800 series routers

. Updating Customer and Internal Trouble Tickets using Remedy and

Altiris

. Altiris admin duties included: adding users, asset tracking and

implementing routing rules and Administration of ACE/SecurID (RAS)

tokens for all authentication services.

Toyota Motor Company (Night job while employed at BT)

Torrance, CA

Service Desk Agent II (Graveyard) 6/2005 - 4/2006

. Key organizational customer service function processing calls for

business customers, dealers, affiliates and associates, including

executive-level staff members.

. Identify and escalate Severity Level 1 calls involving

hardware/software/network related issues

. Alert senior management via text messages.

. Call tracking using Peregrine Systems Service Center software.

. Primary troubleshooter for all Remote Access issues.

. Maintain high levels of service to Toyota Associates and vendors

insuring that all procedures are followed and all key performance

indicators are met in accordance to the Service Desk SLA

. Recommend improvement of business processes within the Service Desk to

senior management utilizing extensive experience and Best Business

practices.

Note: While consulting at BT, took on a night job with Toyota to

supplement our family income due to my wife being on maternity leave

with our first daughter.

20th Century Fox/Fox Sports Net (Contractor for TekSystems) Los

Angeles, CA

Sr. Desktop Analyst 5/2002 -

2/2005

Worked as Helpdesk Analyst on a 15 man helpdesk supporting 2000+ end

users in a Windows 98/NT/2000, Outlook 2000, and MS Office 2000

environment

Handled 25-35 calls per day with a 94% first call resolution rate

Supported entertainment executives nation wide via email,

telephonically, or using Dameware/PC Anywhere to remotely access PC's

and Laptops

Monitored network's print server and restarted it as needed.

Wrote and distributed Change Management procedures using SixSigma and

Lean methodologies for system-wide XP upgrade.

Used Microsoft Project 2000 to track Milestones

Sutter Health Help Desk Sacramento,

CA

Help Desk Technician / Night Shift Supervisor 4/1998

- 4/2002

Hired permanently after 1 year and promoted to Night Shift Supervisor.

Responsibilities included: Phone /Desktop/E-mail Support of 20,000+

users on Windows NT and Lotus Notes / Outlook environment. Monitored

network via TSO monitor restarting failed aims when necessary.

Trained new employees, wrote monthly evaluation reports, and insured

that all service level agreements were met.

Maintained online database accessed via intranet for customer problem

resolution.

Attended Change Management meetings, set benchmarks, and recorded all

user problems using Remedy problem tracking software.

. Project Lead for the implementation of the pharmacy application

PharmNet at Sutter Medical Centers in Sacramento.

. Attended Change Management meetings, negotiated service level

agreements, and coordinated the tracking of user issues.

. First line troubleshooter for all Pharmacy departments that were

having application problems with PharmNet.

. Distributed weekly reports detailing all user problems for the

previous week and trained Level I and II Help Desk agents in the use

of the application and tier 1 troubleshooting techniques.

Assisted in the migration from WinNT to Win 2000

Migration responsibilities included: Attending Change Management

meetings, Coordinating Helpdesk support during implementation, re-

imaging of user pc's and laptops, active directory maintenance such as

adding users and computers to OU's, and the training of users on new

software

Tower Records Sacramento CA

Applications Analyst (Graveyard) 5/2000 - 2/2002

Monitoring of Tower's web site

Restarting application interfaces and correcting corrupt Java scripts

Responsible for the daily backup and hourly monitoring of the

Tower.com web site

Maintained service level agreement stating that all web related issues

would be assessed within 5 minutes

Nightly running of back-ups on AS/400 and HP 9000 systems; backups

were closely monitored and restarted at fail point when necessary

Supervised nightly AS/400 job stream to ensure all scheduled nightly

jobs completed successfully

Monitored interfaces using HP Openview, continued failed transactions

and restarted application controllers as needed

(Taken as second job while employed at Sutter Health)

Wilder & Associates San Jose, CA

Computer Consultant/ Desktop Support 10/1994 - 12/1997

. Worked as Computer Consultant for Craig Wilder (C.E.O.)

. Upkeep and maintenance of PC's

. Installed software (Win 95) and PC's for several offsite customers.

. Installed and maintained LAN using Novell NetWare 3.1.

. First line troubleshooter for all user problems reported via e-mail or

phone

Sequoia Hospital (Contractor for G.W. Consulting) Redwood City,

CA

Systems Specialist/ Help Desk 4/1994 - 9/1994

. Assisted in the installation, upgrading, and maintenance of the WAN

and LAN.

. Maintained four terminal servers, three using Novell NetWare and one

running TCP/IP, all tied in by Ethernet.

. Installed additional nodes utilizing category 5 twisted pair cabling

via hubs.

. Updated all network changes in network log and notified each affected

department via e-mail.

. Assigned new addresses to each department when system was upgraded

from HP3000 to HP9000, first line troubleshooter for new system issues

Federation of Italian American Football (F.I.A.F.)

11/1988 - 11/1993

Pro Football Player

. Played professional football in Italy

. Fluent in both German and Italian

U.S. Army

Computer Operator (74D) 6/1983 - 10/1988

. Worked as Computer Operator while enlisted in the U.S. Army.

. Top Secret security clearance.

. Supervision of 15 lower enlisted personnel.

. Production processing on IBM mainframe computer, allocating disk space

as requested by users, running daily backups, distribution of daily

reports, and writing enlisted evaluation reports for personnel under

my supervision.

References available upon request

Contact this candidate