Customer Service Project Manager
Resume:
Cover Letter
In the interest of applying for a position within the company, I am
enclosing my resume for your consideration and review. As a very
innovative, articulate and detail-oriented individual with eagerness to
expand my horizons and meet new challenges, I am confident my
qualifications match your requirements.
Along with a strong training, I would bring to the position more than 15
years of IT Operations, Project\Incident\Change\Problem Management and
Customer Support\relations related experience, and a superior work ethic,
developed skills and a commitment to excellence. I have expanded and
refined my talents and would welcome the opportunity to showcase them for
you.
My experience as a Team and Site Lead in the information technology support
field along with my client relations' skills will allow me to immediately
become a very productive member of your staff.
I take great pride in my work and receive immense satisfaction from knowing
that through my actions I have satisfied the needs of my employers and
clientele, while helping my staff members and colleagues become more
productive and efficient. I would like to do the same for your group.
The enclosed resume summarizes my background and experience.
Please feel free to contact me at your earliest convenience so I can give
you a more in-depth review of my qualifications.
Thank you for your time and consideration. I look forward to your
response.
Thomas Ross McBride
9 Ivan Avenue, Grimsby, Ontario, L3M 1W7
*******@*****.***
SUMMARY
I'm an ITIL educated professional, with over 15 years of progressive
experience in IT operations, people, service, project, change, and incident
management. I am a highly motivated individual with an aptitude for
providing solutions, managing competing priorities and problem solving. An
experienced leader and solid team player with strong written and verbal
communication skills who can help achieve corporate goals.
PROFESSIONAL EXPERIENCE
Senior Project Analyst
May 2013 - current
SIMS-University Health Network
. I have transferred over to the PMO to manage Partner wide large scale
projects
o Manage budget, scope, schedule utilizing change management
practices
o Risk and Issue Management
o Stakeholder Management
o Executive communication via monthly steering committee meetings
. Projects I've managed to date for UHN include:
o VOIP upgrade - 3 TC-CCAC Community Offices
o Prairie Fyre upgrade - TC-CCAC
o Telecom Server Consolidation - TC-CCAC
o SharePoint Functionality Upgrade - TC-CCAC
o Lync 2013 Rollout - TC-CCAC & SIMS\AOB
o Laptop\Desktop\Server\Switch\VPN refreshes multiple times - TC-
CCAC
o Functional Cost Center retrieval for UHN email accounts
o Pulmonary Server Upgrade - UHN
IT Site Lead\Change Manager
June 2004 - April 2013
Toronto Community Care Access Center\SIMS-University Health Network
. Increased organizational efficiency by effectively leading a team of
technicians and support staff, while managing multiple company assets
(hardware, software, systems)
. Lead project activities to transition new and updated services into
operational status
. Develop all support and escalation scripts for in house applications
used by helpdesk
. Continually work with functional owners to identify and implement
process improvements
. Develop and prepare metrics, status and activity reports
. Monitor and analyze trends in customer service and service levels
. Customer Relationship Management with vendors, business leads, service
providers, support and project teams
. Act as an escalation point for vendor and support teams
. Manage vendor activities outlined in contracts and service level
agreements
. Primary coordinator of standard and critical changes within the TC-
CCAC
. Submit all RFC submissions for changes required in Partners
environment
. Central point of contact for stakeholders to raise issues and
suggestions for process improvements
. Assessed and communicated service outages to impacted customers
. Managed the review process for Incident related Changes, ensuring that
they were addressed in accordance to ITIL best practice and in an
effective manner
. Managed continual process and service improvement projects
Helpdesk Manager\Incident Manager
July 2001 - June 2004
Schneider Foods
. Managed the day-to-day operations, help desk projects and staff of 6
. Created Helpdesk training regiment for company
. Project Manager for all asset refreshes and application releases
. Provided leadership, coaching and development to help desk
consultants, co-op students and volunteers
. Managed the Incident and Change Management processes
. Managed all outstanding Incidents (ITIL)
. Identified and addressed service performance trends, process
improvements and customer service concerns
. Customer Relationship Management with vendors, business leads, service
providers, support and project teams
. Designed and implemented processes and procedures to support
operational service for all end users
. Defined, monitored and produced reports on service metrics and Key
Performance Indicators
Senior Technical Analyst\QA Team Lead
Feb 2000 - June 2001
Price Waterhouse Coopers\Nortel Networks
. Team Lead- mentoring, training and aiding other members of the team as
necessary
. Project Manager on all version upgrades and releases
. Achieved consistent success above SLA requisites for all application
(98% uptime)
. Incident and Change Management Lead (ITIL)
. Developed all support\escalation scripts for in house applications
used by helpdesk
. DBA support on multiple databases
. Main contact point with vendors, business leads, service providers,
support and project teams
. QA testing\Black box of upgraded HR browser based applications.
. Lead Testing Prime - for all UAT including stress testing and
publishing results
. Maintained weekly user survey on group processes to enhance team
effectiveness
. Provided performance evaluations for all 6 Technical Analyst on team
. Technically supported multiple Oracle based applications
. Setup\Supported users with Citrix Client
Helpdesk Team Lead
January 1996 - January 2000
BPI Mutual Funds
. Created Helpdesk training regiment for company
. Developed all support\escalation scripts for in house applications
used by helpdesk
. Developed and delivered training programs for all Helpdesk staff
. Provide assistance to the network administrator with network projects
and network administration duties
. Project Lead for all asset refreshes(desktops, laptops and printers)
. Incident Coordinator for company
. Project Lead for Y2K Projects (Testing Software, Hardware, OS, BIOS)
. Novell\WindowsNT\95 Administration\Citrix Support
. Software\Hardware Installation\Switch Connection, Wiring
TECHNICAL SKILLS
Hardware/Network
Standard PC, laptop
Server hardware upgrades including motherboards, RAM, PC Cards, modems, hard
drives.
Printer configuration
TCP/IP, IPX/SPX, Ethernet, Token Ring, Optical Fiber, DHCP, DNS, WINS, and IIS
Peripheral support including Blackberry, digital cameras, scanners, printers.
Platform/OS
MS Windows 1995, 1998, 2000, 7,NT, ME, XP, VISTA
Workstation and Server
Novell 3.x and Zen Works
HP UNIX
Macintosh
Software
Microsoft Office product Suite (including Internet Explorer, Visio, Project)
MacAfee, Norton, and Symantec Anti-virus
CISCO VPN Client software
Citrix Software and administration
Oracle Database
Support Software including Tim Buk Tu, Console One, Heat, Remedy, Magic, OVSD
and Service Now
EDUCATION & TRAINING
PMP Boot camp May 2013
Business Analysis Process - Global Knowledge Dec 2012
SharePoint 2010 - Global Knowledge Nov
2012
Project Management: Schulich Executive Education Center July
2006
ITIL Foundation of IT Service Management - Pink Elephant Dec
2005
MS Project 2003 - TriOS Training Center Aug 2004
ITIL Customer Service Skills - Pink Elephant May
2003
10000 hours completed towards PMP
Windows NT Training Jan 2000
TriOS Training Centers
. Win NT 4.0 Workstation
. Office 2000 Troubleshooting
Information Technology and Software Engineering Sept
1996 - Dec 1999
Mohawk College of Applied Arts & Technology
. System Analysis and Project Management
. Hardware\Software\Programming
. Networking
VOLUNTEERING & COMMUNITY
Burlington Rugby Club - Player April 2002
- October 2008
Stoney Creek Rugby Club - Player, Captain, Mentor April
2009 - October 2013
Oakville Rugby Club - Volunteer April 2014
- Current
Terry Fox Run Sept 2010,
2011, 2012, 2013
Charity Car Wash - MS Society June
2010, 2011, 2012, 2013
Member of Grimsby Lions Club Dec 2003 - 2005
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate