IT Project Manager Customer Service
Resume:
Samuel L. seals
**** ********* ***** **. #*** ARLINGTON, TX 76006 ( ***********@*******.***
Information Technology Consultant
Solutions-oriented IT Project Manager with extensive Information Technology
Consultant expertise notable success directing a broad range of corporate
initiatives while participating in planning and implementation of
enterprise infrastructure and information-security solutions in direct
support of business objectives.
o Track record of increasing responsibility in client support/services,
systems analysis and development, and full lifecycle project
management.
o Demonstrated ability to implement an innovative customer support
model that drives awareness, decreases exposure, and strengthens
organizations.
o Hands-on experience leading all stages of system development efforts,
including requirements, definition, designs, architecture, testing,
and support.
o Outstanding leadership abilities; able to coordinate and direct all
phases of project-based efforts while managing, motivating, and
leading project teams.
o Adept at developing effective security policies and procedures,
project documentation and milestones, and technical/business
specifications.
Core Competencies: Network & Systems Security; Business Impact Analysis;
Regulatory Adherence; Data Integrity/Recovery; Disaster Recovery Planning;
Contingency Planning; Research & Development; Risk Assessment; Cost
Benefits Analysis
Platforms: Cloud Computing; SOA IBM WebSphere Application Server 6.1, UNIX
(Solaris, HP-UX), Oracle Clusterware, Microsoft Windows operating
systems from 95 to Windows 8, SQL Server 2012, Windows Server 2000-
2008, Linux Distributions Red Hat Enterprise Linux 6.2 VMware
vSphere 5.1 (Red Hat, (Yellow Dog), Sun SPARC, Mac OS, VM/370,
OS2 Warp.
Networking: Cisco Switches/Routers, TCP/IP, Novell, DECnet, Banyan,
ISO/OSI, IPX/SPX, SNA, SMS/SQL, Ethernet, Token Ring, FDDI, VPN,
SSH, SecureID, PGP, PKI, HIPPA, CFR-11.
Languages: UNIX Shell Scripting, C, Basic, COBOL,
Storage: NetApp FAS2200 Series, HP 3Par StoreServ 7200 Storage
Backup: Cheyenne ARCServe, VERITAS Backup Exec 7.3, NetBackup 7.1
Tools: SolarWinds, NetIQ, LAN Manager, ISS RealSecure, Checkpoint
Firewall, Norton Firewall and Ghost, McAfee/Norton Virus
Protection Utilities, HP OpenView, IBM Tivoli, Lotus Notes,
Microsoft Office System (including Microsoft Word, Microsoft
Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft
Outlook ), Microsoft Project, SharePoint and Microsoft FrontPage .
Professional Experience
Consultis-Intellys., Grapevine, Texas
February 2015 - Present
IT Project Manager
Strategic self-starter and hands-on project manager with the ability to
coach teams and provide guidance in a dynamically growing role
within the organization. Targeting core business objectives delivering a
portfolio of premium technology services to customers. Services include
professional, managed, and hosted services, and span a wide
variety of technologies.
Key Contributions:
. Proactively lead change efforts to asses, plan improve all aspects of
new service deliverables which includes Aruba Wireless Networks global
refresh, Data/Voice cable installations, Networking monitoring
professional services and MS Exchange 2013 manage services.
. Outspoken customer advocate, demonstrating a tenacious focus on
customer satisfaction
. Manage a large and distributed team of individuals with varying skill
sets and technical experience
. Leader by example with great comprehensive communications and
documentation transparency with key follow-up and contributions.
. Develop and implement ITIL, PMI best practices
Verizon-Terremark., DFW Airport, Texas
June 2012 - September 2014
Implementation Manager II
Review the Verizon-Terremark planned solution with customer to ensure it
meets customer requirements. Work with customers, an internal shareholder
who includes but not limited to; Sales, Customer Engineering network,
platform, storage engineers, Database Administrators, Data Center
Operations in concert with Project Management Office in creation of an
implementation plan including success criteria, key milestones, role
definitions, risks and method of ongoing communication. Take "Lead" role
with Customer and Verizon-Terremark teams to ensure proper resource
assignments to meet key implementation milestones.
Verify and confirm continued validity of implementation constraints (scope,
quality, and time) during the implementation life cycle. Aggressively seeks
necessary support from internal/external resources in removing potential
obstacles impacting implementation progress. Provide weekly progress
reports and issues throughout the implementation process. Assist the
customer during their application load/test process and ensure timely and
effective transfer to support.
.Develop and manage the customer relationship to understand their business
and exceed their expectations.
Meet internal and external delivery milestones and ensure that client
expectations are clearly defined and met.
Provide a transition to the post-implementation support organization at the
completion of each implementation
Key Contributions:
. Strategic Infrastructure Data Center Implementation delivery of
Verizon client Virtual Visit Production Environment which includes
Qty.(2) Citrix NetScaler MPX 7500 (Load Balancer), Qty (2) Cisco
ASA5520 (Firewall) Adaptive Security Appliance Qty. Qty(1) Cisco 1841
Cisco Circuit Router Qty (1) Cisco T1 DSU/CSU WIC, (20) HP ProLiant
DL380p G7s Quad Core Intel Xeon 2.66GHz-12Mb, Veritas File
Replication, leveraging NetApp FAS2040 Universal Storage System,
Shared Encrypted Backups and Qty (10) Custom NetIQ HP VuGen SiteScope
monitors.
. Strategic Infrastructure Data Center Implementation delivery of
Verizon client Virtual Visit Stage, Test and Disaster Recovery
Environments which includes Qty. (2) Citrix NetScaler MPX 7500 (Load
Balancer), Qty (2) Cisco ASA5520 (Firewall) Adaptive Security
Appliance Qty. Qty(1) Cisco 1841 Cisco Circuit Router Qty (1) Cisco T1
DSU/CSU WIC, (10) HP ProLiant DL380 G7s Quad Core Intel Xeon 2.66GHz-
12Mb, Qty (10) HP ProLiant DL360p G7 Veritas File Replication,
leveraging NetApp FAS2040 Universal Storage System, Shared Encrypted
Backups and Qty (10) Custom NetIQ HP VuGen SiteScope monitors.
. Strategic Infrastructure Data Center Implementation delivery of
JetBlue Production Environment which includes Qty (2) Cisco Nexus
7010s Qty. (2) Citrix NetScaler MPX 11500 (Load Balancer), Qty (2)
Cisco 5585 (Firewall) Adaptive Security Appliance Qty. (24) HP DL380p
G8s Quad Qty (4) UCS 5108 Chassis, Qty (30) UCS B200 M3 Blade Servers
Qty running VMware ESXI 5.1, (10) HP ProLiant DL360p G8 leveraging EMC
VMAX 20K Storage Engine Qty (1) i500 Quantum Scalar Base Library, Qty
(1) NetIQ custom monitor.
. Strategic Infrastructure Data Center Implementation delivery of
JetBlue Stage Environment which includes Qty (2) Cisco Nexus 7010s
Qty. (2) Citrix NetScaler MPX 11500 (Load Balancer), Qty (2) Cisco
5585 (Firewall) Adaptive Security Appliance Qty. (24) HP DL380p G8s
Quad Qty (4) UCS 5108 Chassis, Qty (30) UCS B200 M3 Blade Servers
running VMWare ESXI5.1 Qty (10) HP ProLiant DL360p G8 leveraging EMC
VMAX 20K Storage Engine Qty (1) i500 Quantum Scalar Base Library, Qty
(1) NetIQ custom monitor.
American Airlines Inc., Fort Worth, Texas
October 2010 - June 2012
Sr. IT Project Manager M&E IT AFW/DWH
Agile management and coordination of Enterprise Infrastructure solutions
for AA Maintenance and Engineering Business Unit Information Technology
Project efforts, provide communicate momentum tasks, milestone dates,
resource distribution and weekly status updates. Coordinate delivery of
development (beta) and production releases that meet Front-Line and Back-
Office Business Unit quality assurance standards. Assist AA ITS E-Team in
design and development and Operations initiatives. Assist test team in
creating test plans and coordinate testing efforts.
Key Contributions:
. M&E IT liaison for Quantum II deployments; Windows 7 hosted by Hp 8200
SFF for Front-Line and Back-Office platforms
. Coordination of Cisco Wireless solutions at M&E DWH campus for AA
Boeing Fleet 767,777 AirCell Program
. Optimize Cisco wireless solutions at AFW sites Warehouse Bldg. 11 and
Hanger HGR 7 current that will enable Front-Line and Back-Office
subscriber community increased and sustain productivity with minimal
downtime for 2011 Q1, Q2, and Q3.
Fenway- American Airlines Inc., Fort Worth, Texas
August 2008 - September 2010
Operations Network Admin/BOS Team Lead
Expert consultant facilitating daily support and administrative initiatives
within the AA IT Business Operations Systems vertical, oversee enterprise
applications and system applications suite which includes Jetnet, Non-
Revenue Travel Planner, Web Reference, eWorkforce Management, Biometric
Clock and FileNet.
Key Contributions:
. Developed Operations Problem Management support models for AA HR
applications.
. Partnered with manage service providers (Savvis and EDS) to schedule
required change management and achieve prompt resolution of problems.
. Reviewed proposed change management activity to assess potential
impact to supported applications.
EDS- American Airlines Inc., Fort Worth, Texas February 2006 - May 2008
Systems Administrator/Field Service Consultant
Recruited to establish and manage enterprise-wide information-security
program. Oversee companywide efforts to identify and evaluate all critical
systems. Design and implement security processes and procedures and perform
cost benefit analysis on all recommended strategies. Collaborate with
external auditors to conduct in-depth compliance audits and penetration
testing, presenting all results to senior management. Develop curricula and
facilitate awareness training for management and employees. Supervise daily
activities of Computer Security Assistant and Internet Administrator.
Key Contributions:
Managed delivery support for EDS HDQ customers Check Point Anti-
virus and Zone Alarm applications
. Instrumental in developing and implementing Business Continuity and
Disaster Recovery (BCP & DRP) Plans for TAESL client.
. Project Lead for Multiple US Airways Hubs, Express Check-In Thick
Client Kiosk deployments
. Project Lead for GITP Network Infrastructure Project targeting US
Airways Hubs charged with desktop deployments of all customer-facing
Business services, from Curbside to Carrier Gates.
. Focus Driven support of Tower Flight Operations, Pilots and
Maintenance and Engineering Weight and Balance applications including
but not limited to Sabre, Staff Admin, FliteTrac and CrewTrac
. Provide Infrastructure campus support for American Airlines/TAESL M&E
Alliance Base.
Eds- Sabre-holdings, Southlake, Texas January 2002 - February 2006
Executive Support Consultant
Promoted to develop and enhance Premium support for Sabre-Holdings CEO's
direct reports and Administrative assistants. Managed accelerated Windows
2000 Professional and Outlook 2000 Deployment. Collaborate with back-office
support group to conduct in-depth compliance audits and penetration
testing, presenting all results to management. Develop curricula and
facilitate awareness training for management and employees.
Key Contributions:
. Managed support and deployment for 20 + Ticket Sales locations Project
Showtickets.com Las Vegas, NV.
. Managed support and deployment for 100 + RIM BlackBerry Wireless
devices, BES Blackberry Enterprise Server integration with MS Exchange
Server 2010 for Sabre-Holdings Executives and general user community
Travelocity, Sabre-Holdings.
. Recognized for outstanding quality of customer service with numerous
customer-support awards and personal commendation from clients.
. System Security liaison for Common Office Environment Email security
migration from Entrust to Windows 2000 Profession PKI.
Eds- Sabre, Inc, Southlake, Texas July 2001 - December 2001
Field Service Technician
Recruited to manage Tier II and III desktop support and perform Common
Office Environment installation deployments for internal EDS and Sabre
customers.
Key Contributions:
. Installed and designed Windows 2000 Server departmental file servers
for On-site services.
. Provided Active Directory User Account and Network Printer Queue
Move/Add/Changes.
. System Security liaison for Common Office Environment Enterprise Email
security deployment of Entrust Authentication Platform.
Sabre, Inc, Southlake, Texas April 1999 - July 2001
Field Service Technician
Oversee companywide efforts to identify and evaluate all critical systems,
for Common Office Environment hardware/software enterprise deployment
initiates including Tier- II and III support for LAN/WAN products and sales
support for key accounts of all sizes.
Key Contributions:
. Administrated multi-server environment consisting of Network Operation
Systems Novell 3.11 and 3.12.
. Liaison for Sabre Common Office Environment, which focuses on the
deployment of desktop standardization for hardware/software solutions.
. Accomplished successful implementation of Year 2000 (Y2K) software
patches for more than 1000 + desktop implementations.
. Performed hardware installation of Cisco switches 29/24 and 1900 for
Sabre Token Ring to Ethernet conversion.
. Recognized for providing outstanding customer service as evidenced
through the receipt of numerous customer-support awards and personal
commendations from clients.
Sabre, Inc, Tulsa, Oklahoma
February 1998 - March 1999
Y2K Project Team Lead
Promoted to manage and develop the Compliance Testing & Renovation Support
Team. Provided support for Y2K Cycle-3 testing for American Airlines
Client/Server sub-systems. Oversaw dedicated support of CAP Gemini Y2K O/S
Warp 4 commercial factory charged with managing and upgrading legacy code.
Key Contributions:
. Successful conversion of U.S. Airways Airlines host site from PACER to
Sabre Global Distribution System Louisville International Airport
Louisville, KY
. Designed Novell Intra Netware 4.x departmental file servers.
. Implemented Token Ring to Ethernet conversion for 2000 + user
community.
Greyhound Lines Inc., Dallas, Texas
March 1996 - October 1997
Desktop Support Analyst
Provided and on-site and remote client support for GLI HDQ LAN/WAN
including Tier-II-III support. Lead Field Engineer for GLI Maintenance LAN
Project Garage facilities including products and sales support.
Key Contributions:
. Managed Greyhound Support Center Reconfiguration and Hardware/Software
upgrades for 26 major U.S. cites.
. Coordinated nation wide deployment of Windows 95 peer-to-peer networks
for GLI U.S. Garage Maintenance facilities.
. Developed highly effective training and on going remote support of GLI
Maintenance site installations.
North Texas Healthcare network, Irving, Texas June 1995 - February
1996
Network Systems Administrator
Promoted to manage Mutual of Omaha healthcare processed claims for data
file transfers. Oversaw enterprise desktop hardware/software initiatives
including but not limited to migration from Windows 3.1 and Windows for
WorkGroups to Windows 95. Developed and mentored a cohesive, qualified team
committed to meeting deadlines and operating within budget.
Key Contributions:
. Administrated multi-server environment consisting of Network Operation
Systems Novell 3.11 and 3.12.
. Managed creation of Help Desk incidents and resolutions for 400 +
client base.
. Developed highly effective data management solutions utilizing
Cheyenne, ARCServe and Arcadia Backup Exec., protection software.
. Developed highly effective data management solutions utilizing
NetBackup Creating Legacy Logs and or Setting Verbose Level for Legacy
Logs and assisted resolution of tape library issues.
Power Data, Dallas, Texas February 1995 - June 1995
Computer System Engineer/Network Developer
Provided comprehensive remote and onsite support for domestic and
international customers including Tier-III support for LAN/WAN products and
sales support for key accounts of all sizes.
Key Contributions:
. Designed and implemented customer call-center support procedures and
customer network design strategy for sales and marketing teams.
Education and Credentials
Bachelor of Science Degree in Computer Information Systems December 1994
Grambling State University - Grambling, Louisiana
Richland College -Dallas, Texas
Professional Training and Certifications
Microsoft Windows 2000 Network and Operating Systems Essentials
Implementing Microsoft Windows 2000 Professional and Server
Implementing a Windows 2000 Network Infrastructure
Implementing and Administrating Microsoft Windows 2000
Implementing and Managing Microsoft Windows 2000
Implementing and Managing Microsoft Exchange 2000
Designing Microsoft Exchange 2000 for the Enterprise
Professional Affiliations
Member - Dallas Fort Worth Cisco Users Group
.
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