Project Manager Service
Resume:
Yogesh Patel 514-***-****
**** ***** ******, ********, ******, H3W 3B8 *****.******@*****.***
Professional Profile
A PMP Certified project manager with strong experience in IT Service and
Operations Management. Successful in delivering projects on time, within
budget, while managing scope. Able to reduce risks by developing and
executing mitigation plans. Great communication skills and bilingual.
Work very well with management, clients and project team. Currently
seeking a challenging role in IT Management or Service Delivery.
Professional Experience
Shiftpoint - October 2013 to August 2014
Windows 7 Migration Support Specialist for Rolls Royce Canada
Building Windows 7 desktops, laptops, engineering workstations through SCCM
Perform site readiness testing
Coordinating user migration schedule with client/project/operations teams
Deploying and configuring PCs into the workspace, backing up and migrating
user data
Troubleshooting network/PC/client/business application issues
Rack, install, and configure Windows 2003 servers, UPS backup
Assist clients with post migration issues with profiles, permissions,
software installations
Home business - October 2011 to October 2013
Independent Contractor
Provide IT support to franchisees at Tim Horton's, Subways, Tandoor
Install wireless access points, setup remote capability to business network
through VMWare and VNC
Create and design websites for small businesses, projects
Install web camera systems for monitoring businesses remote
Computer Sciences Corporation Canada, Montreal, Quebec - October 2008 to
July 2011
Early Life Support (ELS) Coordinator
Represent the service desk for all project related work, from project
kickoff to closure
Managed schedule, budget, tasks for the service desk using MS Project 2007
Ensure all lines of service are prepared for upcoming project changes
Project Manager for Client Applications being introduced to the Montreal
service desk
Ensure all projects are in line with ITIL Service Transition process
Assist to establish the role of Early Life Support to the Montreal Service
Desk
Involved in the Continuous Process Improvement procedure
Work alongside projects which are delivering new applications or services
into any of the 37 accounts at the Montreal Service Desk
Creating Service Desk documentation for the Knowledgebase/agents
Ensuring Knowledge transfer has taken place from projects to support
Single point of contact for all escalations issues involving the service
desk, dealing with risks, incidents pre and post go-live, until turning
over to operations
Provide data and reports on progress/issues and risks at the service desk
Yogesh Patel 514-***-**** ( *****.******@*****.***
Page 2 of 3
CSC Canada, Montreal, Quebec - February 2005 to October 2008
Technical Lead / Knowledge Coordinator / Service Desk Analyst
Successful migration of 2 accounts to Montreal Service Desk
Led the Service Desk portion of project to transition from CA USD to BMC
Remedy ticketing tool
Worked with Service Engagement Team transitioning service desk support for
multiple businesses to the Montreal center for support.
Manage the Incident and Change management process for the accounts I was
responsible for
Responsible for 4 accounts at the Montreal Service Desk
Respond to all client/customer/incident escalations
Perform root cause analysis on all high severity escalations
Adhere to KPI targets set by client agreement
Recruiting, training, coaching, evaluating, and developing agents at the
service desk level to ensure consistent quality and growth
Work with Reporting and Metrics to provide status to management, and use to
improve areas of concern
Improve skillset of agents to drive up first call resolutions
Setup agent groups, administer ACD skills/queue distribution
Update documentation as account needs/ responsibilities evolved
Leverage with other accounts to improve statistics at the Montreal Center
Knowledge transfers, documentation, identify support levels for new
business acquired by the Montreal helpdesk
Setup resources, develop training program for new helpdesk agents
Create and test, implement, and maintain emergency processes up to date
for internal outages
On call 24x7
Volt Canada, Kirkland, Quebec - January 2004 to February 2005
2nd Level Support Agent
Promoted from 1st level agent to 2nd level support agent
Trained other agents
Resolving calls from Hewlett Packard employees escalated from first level
support agents. Dealing with PC connectivity, Active Directory, hardware
troubleshooting, PC accessories, wireless setup, VPN and remote
connectivity, Citrix, Windows OS errors, application issues, application
upgrade problems, virus recovery.
One of two level 1 agents working after hours shift supporting HP employees
across North America without supervision, specializing in high priority
issues.
Yogesh Patel 514-***-**** ( *****.******@*****.***
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AmpliX, Quebec - May 2000 to January 2002
Network Administrator
Setup and maintained network of 20+ PCs
Setup inventory database for electronic components
Primary responsibility to administer PCs. Purchasing of electronic
components. Assist marketing for trade show displays. Setup and maintained
inventory system for accounting. Layout circuit boards for manufacturing
prototypes.
Skills
Operating Systems: MS DOS, Microsoft Windows, Mac OSX, Linux
Call Center Applications: Avaya, Prism Reporting, Unicenter Service Desk,
BMC/Remedy, Witness/Blue Pumpkin Scheduling
Applications: Actrix, Adobe Products, AutoCAD, AutoGerb, Citrix, Corel
Draw,GC-Prevue, Lotus Notes, MS Office 95-2013, MS Project, SCCM, USD,
Visio, audio/video/photo editing software
Web: CMS websites, Wordpress, HTML, CSS, PHP, web design tools/software,
media compression techniques
Other
PMP Certified Oct 2013
Member of the Montreal Chapter of the Project Management Institute
Completed Project Management course at McGill University -CENG-221D1- Feb
2009
ITIL Foundations V3 certified July 2012
Concordia University - BA - Mathematics, May 2000
References available upon request
Contact this candidate