Customer Service Manager
Resume:
Mr. Adrian Reeves
Houston, Texas 77092
Objective
Impeccable communicator that is comfortable working cross functionally across teams and organizations in a project management/coordinator discipline is seeking a career which allows for continuous growth as well as offers an opportunity to build on Project Management skills specifically around service delivery within IT or Telecommunications.
PM Lifecycle SDLC Experience with
Clarity PPM
Microsoft Project Server
Project 2013
SharePoint
Familiarity with Waterfall & Agile Methodology
Experience
April 2015 – September 2015
Network Infrastructure Service Delivery Associate Project Manager
United Airlines
Associate Project Manager in the United Airlines IT PMO organization.
Managed the Central, Mountain, and Canadian Regions supporting those airports with Network Hardware equipment refresh, emphasis was on service delivery.
Created and managed project documentation such as site surveys from Layer 0 engineers,, design proposals from Local Area Network Engineers and Field Service Delivery engineers in the field.
Managed tasks and resources using Clarity PPM
Coordinated external resources and third parties/vendors for the execution of projects
Scheduled engineering cutovers and Field Service Delivery Implementations using SharePoint which involved the re-imaging of devices at the airport to include workstations, kiosks, printers, and self check in devices.
Scheduled all phases of projects with input from all parties that had tasks associated with the project, ie..Provisioning engineering, Service delivery engineering, SCCM Server team, Network Engineer, and all external contractors.
Led CAB meetings for network changes and upgrades
Developed detailed project checklist which was used to ensure all major tasks were completed prior to service delivery implementation to ensure smooth transition during cutover.
Successfully project managed sixty five airports on time according to plan
May 2014 – September 2014
IT Coordinator
Wartsila, North America
One of thirteen global IM Coordinators reporting to IM Area Manager supporting Wartsila Americas.
Worked with Counterpath VOIP Phone system for the company and handled moves, adds, changes, and upgrades to the system server.
Facilitated Data gathering for all sites to include New Orleans, Houston, Maryland, Eastern Shore, Ft Lauderdale, Seattle, and Long Beach in preparation for migration to the new CounterPath VOIP system. Familiarity with T1, OC3, 1FB, 1FL, PLEXAR, 66 BLOCK.
Traced communication wiring for various moves within headquarters which was the first move to the new Counterpath system.
Tracked and managed IT purchasing and inventory management
Coordinated IT approvals for laptops/desktops and printers
Tracked and managed IT contracts with various vendors
Worked with IT managers and staff to document IT processes.
Track status of all IT projects in coordination with IT staff
Coordinated Vendor meetings
Managed the mobility migration project where the company migrated over to T-mobile from AT&T, assisted with the porting over of phone lines and ordered handsets and other devices needed to perform work.
Other administrative and clerical duties and projects as assigned.
Managed weekly reporting of all projects to Area Manager for the Americas.
Managed all provisioning, moves, adds, changes related to PBX, VoIP phone system.
Coordinate new line installation such as analog, static IP, MPLS
October 2010 – August 2013
Client Technical Specialist / Project Coordinator
IBM
Worked in a pre-sales role supporting 3 System X sales specialists in the oil and gas industry and public sector.
Consulted with top executives translating business needs to technology requirements, helping define project scope and statement of work (SOW) for system x hardware projects
Completed x86 hardware configurations for underlying infrastructure supporting solutions such as Hadoop Clusters, VDI, and HPC Clusters
Coordinated biweekly client conference calls and on-site meetings providing periodic project status updates, gaining additional feedback, and maintaining high levels of customer satisfaction
Effectively presented quarterly server roadmaps and demonstrated technical solutions to top executives and technical teams
Provided skills transfer to Operational Staff ensuring successful transition of responsibilities at the end of an install
Worked directly with IBM Business Partners in support of salaries and technical activities
Coordinated installation of computer hardware purchased from IBM, and tested, maintained, and monitored computer system
During this time of employment, through partnering with my sales specialists and other account teams, was able to close about 16M in revenue for System X
August 2008 – September 2010
Technical Specialist System X
IBM
Worked in an inbound call center fielding calls from IBM Business Partners needing assistance on how to, enablement, hardware configuration type issues and to help close deals.
Worked with IBM Business Partners with pre-sales technical assistance in North America being the technical resource they needed for various actions
worked directly with IBM Business Partners providing pre-sales technical support on various hardware to include sizing solutions, and or making recommendations on viable solutions for their environment
Enabled partners with tools used to configure and research system x products through training and enablement sessions
Successfully completed System X certification, and helped my business partners achieve 100% or more of quota attainment
Verizon Business Atlanta, Georgia 2006 - 2008
Order Gateway Analyst
Worked in operations assurance group validating and reviewing sales orders for completeness and accuracy,
Interacted with internal customer / internal departments to reduce sales order returns
Responsible for department sales reporting and forecasting of future orders and materials from third party vendors
Tyco International Atlanta, Georgia 2000 - 2006
Hardware Delivery Project Manager
Worked as a Senior program manager supporting independent local exchange carriers and regional bell operating companies scope out project plans for (EFI), Equipment Furnish and installation of and power hardware
Worked cross functionally with internal groups such as engineering, customer service and manufacturing from order start, all the way through to installation Developed and managed project schedule to ensure projects came in on time and under budget.
Was the liaison between internal company partners and end users using negotiations skills and advising skills to address complex issues related to the overall program
Successfully project managed thirteen large telco power equipment projects for Adelphia Business Solutions totaling 6M in revenue for Tyco International
Lucent Technologies Atlanta, Georgia 1996 - 2000
Program Manager
Worked as Sr Program manager in the Global Commercial Markets Business Unit IPMO supporting Equipment Furnish and Install of 5ESS, Transmission, and Power Telco projects in the southeast
Managed telco power hardware programs from inception to completion using Microsoft Project to plan, schedule and manage resources and tasks related to the project
Responsible for all data gathering, partnered with internal engineering teams to perform site visits, surveys, structure engineering, customer service and manufacturing to identify scope
Worked cross functionally internally as well as externally to include engineering, customer service, and my end user to carefully map out scope of the project
Facilities weekly status calls and provided status to leadership and account teams of the progress of my projects.
During this period I program managed 27 large equipment, furnish, and install programs achieving a 95% on time completion rate for installed equipment
Worked with change management to develop and implement and implement a change order process which was used to recover $200,000 in lost revenue in 1998
EDUCATION
Morehouse College, Atlanta, Georgia 1988
B.A., Communications
Stevens Institute of Technology, Wheaton, IL1999
PMI Certification, Project Management
IBM Global Sales School, Raleigh, North Carolina 2011
Certification
IBM PureSystems Top Gun Training, Dallas, Texas 2013
Certification
IBM System X Hardware Certification, Raleigh, North Carolina 2013
Certification
Primary Leadership Development Course - United States Army Reserves 1988 to 1995
Education
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