Project Manager Customer Service

Amy Lucia Page

** ******* ******* **** ***********, MA 02333 Telephone: 508-***-****

********@*****.*** http://www.linkedin.com/in/amylpage

Technologies

Operating Systems: Windows 2008-2000 Server,Windows 8, Windows 7, Windows XP, Unix

Server Technology: IIS, SMS, Altiris, HP Openview, WAP, Cisco Switches, VOIP, RightFax, Citrix, Active Directory

Databases: SQL, Oracle10, FoxPro, Sybase

Mail: Exchange 2012, Outlook 2012, Pop3 /LDAP, Lotus Notes

Antivirus Software: Kaspersky, Symantec/Trend, Microsoft Security Essentials

Scripting/Languages: SQL Scripting, VBScript, XML ASP scripts, HTML, Crystal Reports

SaaS/Cloud: Intronis, MSOffice 360

VM:- VMWare

Encryption: Bitlocker,PGP

Phone Systems: Nortel, Avaya, Cisco

CRM: Microsoft Dynamics, Pivotal, Act, Onyx

Smart Phones: iPhone, Droid, Blackberry, Microsoft

Desktop Packages: Microsoft Office 2012,Microsoft Project 2012, Lotus Smart Suite

TrainingApplication: E-Learning

Real Estate/PM: Timberline, Borland

Financial Applications: Barra Risk Manager, Bloomberg, Reuters, Great Plain Dynamics, ADP, MatLab, Data Direct Explorer, Reuters Terminal

Tracking Software: Remedy, McAfee, Trackit, Magic, Heat, Symposium, Verint, Connectwise, Kaseya, Spiceworks

managerial qualifications

16 years experience in the following:

Policy and procedure creation, implementation and metric building.

Managing teams ranging in size from 4-28 both onsite and remote.

Project management inclusive of product updates, roll outs, revamps of hardware, software and topology on LAN/WAN

Establishing cohesive vision and strategy for the enterprise that aligns with business needs.

Providing technical leadership for strategic enterprise business intelligence initiative

Ensuring technical solutions are designed for performance, reliability, scalability, maintainability, supportability, business continuity, and business agility to meet the needs of all departments.

technical qualifications

18 years experience in the following:

Supporting and Product updating for software, server, operating systems, hardware, security, permissions, email

Developing and delivering training guides from novice to expert.

Supporting SQL, Oracle

Creating custom scripts using SQL query and Crystal Reports

9 years experience in the following:

Creating Backups and schedules to meet business need and security/audit requirements

Supporting backups for server, pc and database

Relevant Experience

independent contractor

it manager/project manager, east bridgewater, ma february 2013 - february 2014

manage services industry

Project managed numerous small to mid-level projects for multiple customers while providing technical guidance and solutions. Projects entailed site relocation, phone roll out, Antivirus solutions, VMware, Group policy and full cycle projects.

Second level support for Managed Service Company where performed technical leadership and support for diversified company primarily Microsoft and Cisco related

New Boston Fund, Inc.

IT Manager/Project Manager, BOSTON, ma January 2011- November 2012 – Company downsized

Financial Industry

Managed user support resources for technical and non/technical support with outstanding customer service, satisfaction, knowledge and timeliness within the organization, in addition to serving as overall systems manager.

Served as the principal point of contact for operational support with respect to routine user support, problem analysis and resolution, general technical assistance and training.

Managed all procedures related to collecting, prioritizing and resolving end user requests including ongoing process review and improvement.

Provided leadership, direction, planning, execution and management of server and network infrastructure. Assist with information security and crisis planning activities.

Provided resource planning for projects and initiatives. Managed technology services providers, hardware and software vendors contracts and negotiated new or expiring contracts when necessary.

Coordinated, planned and communicated with all levels of the business. Maintained and updated File Share, Email, DC and Application servers, backups, group policies and AD configurations. Project Managed PC/Laptop roll out, Antivirus Roll out, Call request and tracking software roll out, Multiple application roll outs.

Researched, recommended and implemented software, hardware and technology based on companywide and department business needs.

Keyspan/national grid, waltham, ma

Consultant- Desktop Support Transitional Manager of New England June 2010 – January 2011 – Completed contract

Energy Industry

Transitionally managed and directed the daily activities of the Desktop Support regional staff including both internal and external service providers. Worked with the Desktop Support Managers in the alternate locations to provide consistent desktop operations throughout the Company. Assignment and daily prioritization of incidents reported to the Enterprise Support Centre. Ensured all requests within a region were handled promptly and effectively meeting service levels.

Regularly monitored incidents, status, and speed of resolution of inquiries and problems. Devised improvements and recommended changes to systems, products, or services. Oversight of sourcing contract and establishment of metrics to ensure a high level of customer satisfaction within the region

Resolved technical and business issues across multiple technical areas relating to the extension of desktop technology throughout the company. Managed the development and implementation of infrastructure projects supporting major systems initiatives within Production Management. Monitored/managed desktop and computing activities, lifecycle deployment, disaster recovery, and maintenance throughout the company. Implemented technical policies and standards and communicate as necessary. Addressed and resolved chronic desktop issues. Managed outsourced vendor agreements, employee/contractor selection, assignment/scheduling, performance evaluations, career plans, skills assessment, goal setting, and training plans.

Prepared and maintained Desktop Support component of IS budget plan. Proactively managed expense and capital targets throughout the fiscal year. Developed, recommended, and supported sound budget alternatives as new client pressures arose during the fiscal year. Ensured that the inventory of components to be supported is complete and up-to-date with lifecycle practices. Demonstrated commitment and ingenuity in expert application of available facilities to non-standard situations, investigated complex situations, diagnosed underlying causes of difficulties, and devised solutions or workarounds to ensure that the effect on operations is minimized. For all requests that could not be directly resolved, provided an effective interface at the highest level between users and service providers. Ensured that priority setting and escalation procedures were applied effectively and that all complaints were responsibly and professionally resolved. Evaluated potential solutions, and implemented in consultation with users, demonstrated all features, planned requirements, installs (including field modification) and commissions desktop systems, products and services and their upgrades Project Managed Third Party Software rollout to New England.

america One technologies braintree, MA

Consultant -IT Manager/Project Manager, November 2009 – June 2010

- Company Downsized- Contract Ended

technology Industry

Reorganized an IT Department supporting Managed Services for numerous clients. Created policies, procedures and workflows. Made technology recommendations. Project managed several projects including a Dialysis Medical Research Project due to hit medical journals. Provided high level technology solutions and developed metrics utilizing Connectwise and Kaseya. Project Managed Infrastructure roll outs, exchange roll outs and web development/application roll out.

PageIT Consulting East Bridgewater, MA

Consultant – Freelance November 2008 – November 2009

- Self Employed

technology Industry

Project managed numerous small to mid-level projects for multiple customers while providing technical guidance and solutions. Projects entailed domain changes, server roll outs, application roll outs and full cycle projects.

INOFIN INCORPORATED ROCKLAND, MA

IT Manager/project manager, April 2007 –September 2008

- Company Downsized

Financial Industry

Reorganized a centralized IT department supporting 100 employees who maintain and assist 5000 clients.

Developed a needs analysis for topology, desktop, workflow, development enhancements and maintenance contracts.

Developed a risk analysis of server, pc and application environment.

Created Business requirement documentation for addressing each need.

Built a solid IT team consisting of Developers and Network Administrators that support each business requirement with proper skill sets and personality fit. Developed goals and vision for the IT department while aligning with company’s needs.

Validated existing contractual agreements and cut costs by 38% -$142,000. Created a team environment where growth, clear understanding of roles and duties and team camaraderie is practiced. Provided weekly reviews of status of team members and provided additional technical reinforcement when needed.

Created and communicated status reports on ongoing projects and agendas to executives and IT department. Developed IT standards and policies and procedures.

Project managed several large scale projects using PDLC standards and SDLC waterfall model. One of the projects was analysis for Microsoft Dynamics for financial and customer service use.

the mentor network boston, MA

IT Service Center Manager/project manager, Centralized IT Dept December 2004 – April 2007

Human services industry

Created a centralized Help Desk/Service Center for supporting 4500 clients by building a team of 13 technicians.

Created Service Level Agreements based on needs from the field.

Created standards for desktops, laptops and applications. Created roadmaps for historical and forecasting purposes for hardware supported.

Responsible for creating processes and managing image creation for all desktop/laptop images with change control.

Responsible for creating metrics system through use of Crystal Reports attached to Avaya ACD, Magic call tracking software and in-house applications for project tracking

Created survey and compiled results .Presented metrics and survey results to Divisional Presidents and Executive team to justify team’s productivity by showing quality, volume and trends. Increased customer satisfaction by 70%.

Responsible for budgeting in a 2 million dollar IT budget.

Managed numerous projects to help streamline Help Desk activities. Worked closely with Infrastructure Director and Divisional IT Directors to help coordinate ongoing projects, implementation of standards and reviewing of help desk incidents.

Managed vendors to ensure timeliness and quality.

Performed reviews and career building. Increased morale through use of empowering, respect and managing from within. Project managed several large company wide projects. One of the projects was analysis for Microsoft Dynamics for IT Department and Human Resources.

Boston Scientific, Natick, MA

Consultant – Project Manager, Intercontinental IT May 2003 – December 2004

- Completed Contract

BIO Industry

Coordinated 30 world wide country sites to Boston Scientific standards and incorporated their LAN to the WAN .

Provided training to over 20 IT professionals who use English as a third language.

Developed policy and procedures to provide standardization and corporate compliance.

Served as an advocate for the Intercontinental department to the existing IT infrastructure. Built relationships with Network Security, System Administration and Intercontinental IT to maintain effective communication levels between all sites.

Project managed the first Intercontinental Conference which provided over 25 training sessions, team building exercises, future projects and an open forum to discuss room for improvement. Project managed several standardization projects.

Consultant – Help Desk Supervisor, IT Service Center – Promoted to Intercontinental

Managed a team of 28 technicians 24/7 support world wide averaging 15,000 calls a month. Performed reviews and morale building.

Developed reporting strategies using Magic Helpdesk Software, Symposium ACD and Crystal Reports. Developed Crystal Reports to track methods for average speed of answer, abandoned calls, logged calls, outgoing calls and customized Magic reports.

Built career paths and training schedules for entire helpdesk staff.

Created workflow improvements for clients. Recommended and quality assured applications for business need. Nurtured interdepartmental relations. Built asset management solutions for revolving inventory.

Project Manager for Active Directory roll out, Verint/Call Monitoring System and Inter-Continental Support.

Keyspan Energy, West Roxbury, MA

Consultant - Technical Lead for Standardization Prjt, IT Dept June 2001- Nov 2002

-Completed Contract

Energy industry

Project managed several large scaled roll outs:

Application Roll out: Performed mail conversion from Outlook 97/98 to Netscape Navigator for a 1000 clients. Converted pab, contacts, browser and bookmarks from Outlook/IE to Netscape Messenger. Configured Palm Pilots to synchronize with Netscape Calendar and Address Book. Performed regression testing on in-house web based applications in new browser.

Environment Roll out: Project Lead for NT Domain Migration. Migrated users to new NT Domains for 22 different sites throughout New England a total of 1500 clients. Managed projects by writing project scope, instructions, schedule, client documentation and known issues according to each department across all sites. Led team responsible for converting domain and user accounts on Win 95, Win 98, Window NT 4.0, Window Millennium, and Windows 2000 clients. Performed basic administrator duties for new users and existing accounts. Responsible for giving updates to Upper Management on project process, time-line and dynamic workflow changes.

Inventory Roll out: Supervised IT Asset Management for 1500 clients in 22 New England offices. Responsible for maintaining up-to-date systems, hardware, software, and peripherals for Helpdesk and Networking. Created policies and procedures for new hire, application and pc roll-outs and client requests.

Trained all existing and new contractors on software, hardware and troubleshooting standards.

Promoted to Contractor Manager of Project (Project Lead) within three weeks of contract start.

PageIT Consulting, East Bridgewater, Ma

Consultant Sept 2000- June 2001

-Self Employed

Technology industry

Training and Development: Instructed and Advised Project and Network Managers on proper use of MPower in their environment. Developed scripts, queries, and graphic placements for ASP.

PageFlex Inc, Cambridge, MA -

Help Desk Manager/Senior Technical Engineer, IT Department - April 2000-Sept 2000

-Company Reorganization

Technology Industry

Developed and implemented Help Desk workflow and tracking systems.

Mediated with developers and clients for quality assurance issues and deadlines. Troubleshot MPower Server, Designer and Producer, IIS, ASP, jscripts, VB scripts, SQL queries

Analyzed and provided better solutions for Network Administrators and Designers with workflow issues pertaining to ASP, HTML and PDF distillers.

Followed software development cycle from inception to enhancements to revisions

Mass Financial Services, Boston, MA

Help Desk Manager/project manager, Helpdesk - Jul 1999-April 2000

Financial industry

Provided senior level support for client staff of 450 users and helpdesk staff of 16 technicians.

Project managed, developed, planned and directed project plans including managing all project resources.

Managed client relationship with the help desk staff. Responsible for hiring, training and guiding employees and contractors to meet business needs.

Established department goals and procedures based on the overall company goals. Developed procedures to ensure rapid response and customer satisfaction.

Acadian Asset Management, Boston, MA

Help Desk Manager/project manager, IT Department - Aug 1997-Jul 1999

Financial industry

Maintained and administered farm of servers to provide connectivity, user maintenance and remote access.

Project managed standardization for desktop,software and servers for Y2K compliance.

Charged with supporting all applications, financial and in-house. Handled troubleshooting for all technical issues for staff of 75 users.

Stream International Inc. Canton, MA

Technical Support Customer Specialist - Jun 1995 to Aug 97

Technology industry

Provided responsive and competent technical support to external customers supporting over 250 products and numerous hardware configurations.

Logged incoming calls accurately and completely in call tracking system and within Lotus Notes for proposed escalations with an average of 35 calls a day.

Managed AOC Program where I scheduled 30 classes, organized classrooms and promoted new specialists. (increased participation by 95%). Organized several team-building programs geared to performance improvement through personal growth.

Education- Certifications and Courses

Arapahoe College Denver, CO 1992 Business Management/Entrepreneur

University of Massachusetts Boston, MA 1987-1988 Business Management

Emerson College Boston, MA 1985-1987 Advertising/Communication

Massasoit College Brockton, MA 2009- Science

Microsoft SQL Server Administrator, Microsoft Certified in Network Basics

activities and groups: Paetec Advisory Board Member, Corporate Software and Technology Alumni Association, Boston Scientific Alumni, Audio Video Volunteer at non-profit

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