Customer Service Project

Norman Henriquez, PMP

**** ***** ****** *******, ***, Riverdale, NY 10463, Cellular 646-***-****, *********@*****.***

SUMMARY

Solutions-oriented IT Professional with proven success planning, implementing and integrating technology

solutions to meet challenging business needs. ITIL Foundations Version 3 Certified Professional, ITIL Service

Transition Certified and Project Management Professional (PMP). Acknowledged for integrity, high professional

standards, and "grace under fire." Customer-service orientation, "big-picture" vision, and sensitivity to the

bottom-line combine usefully to deliver projects stamped with a characteristic blend of detail, and cost-

effectiveness. Outstanding communication skills; interfaces effectively with upper management, vendor, staff,

peers and users.

PROJECTS AND ACTIVITIES

Maintained constant communication with project team manager to report progress, identify issues, and allocate

resources. Managed multiple projects and successfully achieved milestones, ensuring projects complied with all

cost and scope specifications. Consulted with CIO to coordinate internal resources, and cost, scope, timeline,

and milestone specifications.

h Planned and executed schedules for projects ranging in size from $50,000 to $1.5 million.

h Managed and provided leadership to the Box.com cloud storage project team. This team of eight is

comprised of developers, business analyst, systems admin and QA resource. Effectively managed

resources, including internal and external development. Due to the complex nature of the business layer,

certain elements were built on OKTA and Box APIs.

h Managed team utilizing waterfall software development life cycle (SDLC) methodology in the creation of

automated process enhancement. Integrated Human Resource management functionality with Request

Tracker ticket management system. The Front end was built using JavaScript / HTML.

h Tracked and managed software enhancement with JIRA by assigning Java developers and QA resources to

deliver project work.

h Created the proper documentation in order to process the release of the application/project according to

business requirements. Get the sign of from the IT/Development Group, Quality Assurance (QA) and

Business and Production team in order to release IT services according to the business requirements.

EXPERIENCE

Teach for America • New York, NY 2012 to Present

Director, Production Quality

Analyzed and improved departmental operations. Established new procedures resulting in increased productivity

and more efficient resource utilization. Prepared and modified large cost proposals. Closely coordinated job

schedules and needs with all departments to ensure smooth operation.

h Strategic thinking to create PM best practice handbook bringing alignment, consistency, to project delivery

and customer satisfaction.

h Led and coordinated the efforts of infrastructure, server, and applications disaster recovery plans. Partners

with key stakeholders to develop IT command center guide and exercise activity runbooks.

h Ongoing org-wide SIP implementation and migration from legacy PRI and POTS circuits; saving $1M in 3

years.

Teach for America • New York, NY 2009 to 2012

Director, User Support Technologies Projects

Trained, directed, and supervised teams to accomplish goals. Managed team to implement upgrade plan within

budget and on-schedule and trained users in new technology. Analyzed systems and new functionality, defined

requirements, and coordinated efforts of testers, technical resource, etc. Worked with customer service

personnel to develop, refined support procedures, and to automate existing procedures were required.

h Successfully managed a team of 10 - 15 resources for an enterprise wide migration from Windows XP to

Windows 7 operating system. Responsible for schedule, personnel/staffing, budget, executive/management

status reports/meetings, issues management, etc.

h As the point person for solutions based on the Microsoft platform, responsible for coordinating related

project activities such as leading 8-month project to migrate the entire organization from Windows Server

2003 to Windows Server 2008.

h Successful org-wide CIFS implementation with focus on minimal user downtime; 2,500 users, 30 offices in

10 months.

Teach for America • New York, NY 2007 to 2009

Manager, User Support Technologies Projects

Supported corporate-wide projects in the selection, delivery and management of new technology. Maintained

excellent personal and team relations with senior management. Served as a key support person in the

department, with primary focus on the preparation, production and distribution of materials for user support

technologies projects. Hired, trained, and supervised technical support staff.

h Oversaw multiple simultaneous projects using standard methodologies (ITIL, PMI) to manage resources,

timelines, budgets, change and risk.

h Managed business partner expectations and relationships, filtered and translated technical information for a

range of audiences and users, and educated stakeholders about how to prepare and participate in a

successful technology project.

h Organized and conducted over 60 training sessions for a user base of 2,500 staff at 48 different office

sites.

Yahoo! • New York, NY 2003 to 2007

Desktop Support

Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and

international users. Performed routine maintenance and user file backups. Provided maintenance, installation

and configuration of network and workstation hardware and software. Interacted with other departments in

creating procedural methods to solve technical issues.

h Provided IT support services to key groups such as Sales, Marketing, and Human Resources.

h Conducted training sessions to ensure staff were up-to-date on departmental processes and procedures.

h Worked with customer service personnel to develop, refined support procedures, and to automate existing

process were required.

SKILLS

h SDLC Methodologies h Leadership and Coaching h MS Project

h Process Improvements h Change Management h Resource Management

EDUCATION

Pace University • New York, NY 2008

Master of Science, Information System

Manhattan College • Riverdale, NY 2002

Bachelor of Science, Computer Science

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