Project Manager Help Desk

Patrick Reed

Cedar Park, TX ***** 737-***-****

www.linkedin.com/pub/patrick-reed/ ************@*****.***

Detail-Oriented Project Manager

Motivate and manage teams to meet or exceed expectations.

Project Manager with progressive experience in the Technology and Education fields. Skilled in both Waterfall and Agile Project Management methodologies. Excellent problem solver and effective communicator that keeps an eye on the big picture while paying close attention on day to day tasks.

Professional Experience

PEARSON EDUCATION, Austin, TX 2014 – Present

Project Manager

Managed government contract related to No Child Left Behind initiative. Responsible for successful delivery of voluntary field test that encompassed 9 states.

Coordinated recruiting for PARCC Diagnostic Field Test, allowing for successful sample size.

Authored all communications to customer schools and clients, enabling affective notification of ever-changing testing landscape.

Ensured effective budget management by effectively overseeing invoicing for Pearson and served as liaison with PARCC Inc.

Interacted with client daily through phone, email, and SharePoint.

Enabled successful maiden launch by coordinating all participation activities for PARCC Diagnostic Field Test, program involving 500 schools across 10 states.

Coordinated final UAT review for PARCC activities which discovered several ‘last-second’ bugs that were corrected before production, allowing for smooth deployment.

Managed all customer support activities related to PARCC Diagnostic, application which had deployment and retirement that were incredibly constricted.

APPLE COMPUTER, INC., Austin, TX 2004 – 2014

Project Manager, Reporting and Analysis 2011 – 2014

Managed development and deployment of multiple internal applications used by entire customer support staff. Worked on up to 5 projects simultaneously with average budget of $300K. Projects used both Waterfall and Agile methodologies.

Implemented Agile methodology, serving as Scrum Master on variety of projects for both managers and advisors.

Selected to assist with multiple projects, expediting completion and delivery of applications to production.

Served as liaison between internal customers and developer team.

oOrganized timelines and confirmed deliverables on multiple projects, ensuring reasonable expectations and deadlines were created.

oLed multiple meetings relating to project timelines, UAT, core team, and project status.

oGathered and prioritized requirements from core teams for new projects, ensuring best practices were followed and adherence to business roadmaps.

Designed and planned training structure and delivery so that all application users were adequately prepared before launch.

Authored communications to variety of audiences regarding project scope and status, ensuring that correct message was delivered to correct audience.

Presented to multiple audiences on latest releases, obtaining sign-off on new versions and project status.

Patrick Reed ************@*****.*** Page Two

APPLE COMPUTER, INC. (Continued)

Help Desk Manager, AC Ops 2008 – 2011

Managed internal support for all customer support staff which numbered over 50K with staff of 15 analysts. Responsible for training, personal evaluation and decisions, as well as forecasting.

Recognized as 1st to establish KPI adherence for Help Desk team, KPI metrics included: AHT, SL, FCR, ASA, and CSAT.

Negotiated SLAs and other key service agreements within and outside of Apple, ensuring proper expectations were set at all levels.

Served as liaison on all P1 issues concerning Help Desk, development and customers, keeping communication up to date and downtime to a minimum.

Generated multiple reports that were presented to AppleCare Business on several levels that generated discussions on future support roadmaps.

Developed all training material for Help Desk, creating continuity of service.

Developed knowledge management repository and sustaining processes, ensuring that ‘tribal information’ was maintained as team members’ transition in and out of group.

Served as representative for Help Desk to other groups within and outside of Apple.

Provided timeline and synopsis of all P1 issues driven by Help Desk that included lessons learned and determination of future practices.

Served as architect of AC Ops Help Desk Quality Assurance Program; which followed COPC compliance model, ensuring uniformity.

Developed sustaining support plans for several internal applications that ensured quality support for duration of life cycle.

Developed on-boarding strategy for multiple holiday and new product ramp ups, ensuring new employees had necessary tools.

Help Desk Analyst, AC Ops 2005 – 2008

Led Apple Care Operations Help Desk in statistics and lead analyst activities, team supported over 50K members. Backfilled for team manager during absence.

Handled several issues daily with:

oPeopleSoft 8, including Limited Product Warranty, Worker Records, AppleCare Protection Plan, Apple Policy and Procedure, Product Master, and Dispatch / Fulfillment.

oSAP including: Warranty Verification, Dispatch Tracking, Agreement and Sales Order Tracking, Additions to the SAP Users Table, New Account Creation, Job Function Approval.

oGenesys / Avaya logins, including creation and troubleshooting.

Managed all phone traffic in North America and Europe as part of Network Operation Center.

Served as Subject Matter Expert for multiple internal applications.

Education Support Advisor & Help Desk Specialist 2004 – 2005

Handled several calls day from end users and provided support, including technical problems, setup issues, product sales, and technical support. Worked daily on PeopleSoft 8 applications.

Awarded multiple times at team meetings for outstanding service as team’s reporting analyst.

Created escalations for review by Support Engineers as needed.

Served as Subject Matter Expert and trainer for Broward County DOE Rollout.

Recognized as 2-time ACEA Winner (an award phone advisor performance), Perfect Attendance Award, and Apple Desktop Certified.

Education

Bachelor of Arts (BA), Political Science, California Polytechnic State University, San Luis Obispo, CA

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