Project Manager Customer Service

Timothy J. Litke

Parker, CO ***** 303-***-****

(cell) *******@*******.***

QUALIFICATIONS

> Proven leadership experience in team leadership roles.

> Documented track record of billing accuracy and customer service

characterized by consistent success across varied tasks and accounts.

> Adept at reworking existing processes and finding better ways to get a

job done.

PROFESSIONAL EXPERIENCE

Technical Director

2012-Present

St. John's Lutheran Church, Denver, CO

. On a part-time basis, trained / directed volunteers for audio / lighting

/ ProPresenter Presentation software on a Mac Pro in support of church

services and other events held at the church.

. Researched, specified, implemented, and documented changes to main

sanctuary audio system and procedures to provide improvements and resolve

problems.

. Performed system support on Windows 7/XP/Vista/8.1, Mac OSX, Android,

iPhone, iPad and network.

. Ensured antivirus and anti-spyware installed and updating/working

correctly.

. Utilized MS Office Suite, MS Outlook, Google Apps & Gmail, and various

HP/Xerox/Canon network printers/scanners, Windows domain, Active

Directory, troubleshooting when necessary.

. Ensured computers security using general OS security practices and GPOs.

WebAdmin / Tech Support

2010-Present

World Improvement Through The Spirit Ministries (WITTS), Allen, TX

. Create and maintain WordPress website (www.witts.ws) for the

organization.

. Record weekly online TV show, archive it, and write a post to the website

embedding it along with reference links/notes, and optimize for SEO where

applicable.

. Convert video to different formats as required to facilitate editing

and/or upload to archive sites. Time align audio to video if necessary.

Edit videos as necessary to fit time or content requirements.

. Schedule backups and monitor log files, ensuring success, then archive

appropriately.

. On an ongoing basis, troubleshoot and repair problems with the above

website, its host, plugins, MySQL databases, backup solutions, network

traffic, web links, etc.

. Brainstorm and implement new solutions to challenges encountered by the

organization.

. Perform support on Windows 7 and Mac Pro, Linux Mint, and LAN/WAN network

issues.

. Utilize network skills (TCP/IP, ICMP, DNS, DHCP, DNS, WINS, CIFS, SMB,

NBT, POP3/SMTP/LDAP) to resolve problems with local networks, enterprise-

class networks, and even Cable Modems & DSL connections.

. Imaging / re-imaging systems for deployment to the field (Window7 / Linux

Mint).

Associate Project Manager

2008-2009

IBM, Denver, CO

. Performed project management services for software & hardware upgrades

and decommissions involving networks, mainframes, and client-server

systems in 24x7 high availability data centers.

. Tracked and reported financials and project status for executive review

using Rational RPM and MS Project.

. Created change tickets and reminded approvers to review and approve prior

to deadlines.

. Carried responsibility for creating the necessary documents for each

major project: PDR (Project Definition Report) including deliverables,

tasks, and responsibilities, Project Schedule, Timeline, and Project

Completion documents.

. Managed projects to scope and IBM-process. Adapted quickly at new

information discovery to ensure the project changes were documented,

approved, and budget approved prior to implementation.

. Ensured effective team communications through regular team meetings,

email and conference calls.

SSR Specialist 2002-

2008

IBM, Denver, CO

. Performed project management services part-time from 2005 through 2008

and was promoted to a full-time Associate Project Manager position in

early 2008.

. Acquired high proficiency with Maximo and ManageNow change / ticket

management systems.

. Selected as team-lead for Deskside Support Reps (DSR's) on a major IBM

account.

. Supported MS Windows XP / Active Directory / VMware Clients / Thin client

and 3270 terminals. MS Windows Server 2000, and various client-side

software and vpn connections, including Lotus Notes email.

. Determined root causes of site problems affecting IBM connectivity and

involved various teams to assist in analysis.

. Performed scripting (Batch, AutoIT, Visual Basic) of tasks and procedures

to streamline the PC re-image process ensuring a consistent and flexible

product from user to user.

. Assumed team-lead role over the telecom, desktop support, and server

support teams throughout 4-month transition from PacifiCare to IBM.

Previous Experience:

. Performed tier-3 desktop support, NT & 2000 server support, MS Cluster

support, and on-call support in a Microsoft environment.

. Built network monitor system to give advance warning of network and

server problems (used WhatsUp Gold, Compaq Insight Manager, OpenView,

WebJetAdmin, and 3Com Network Supervisor.)

. Prepared and maintained documentation for software installs,

troubleshooting and test procedures.

. Created technical drawings with AutoCAD.

EDUCATION

B.S. Electrical Engineering from Oral Roberts University, Tulsa, OK (ABET

Accredited)

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