Project Manager Customer Service
Resume:
Omari Gilliam
*** ******* *** ********, ** *****
*****.*******@*****.***
Objective
I am a self-motivated individual seeking a management position. One that will utilize my strong problem solving skills, work prioritizing skills, team building skills, and exceptional customer service experience. Academic subject matter expertise developing cost effective solutions to meet customer business requirements. Very quick and competent learner. Seeking an opportunity as Project Manager with a leading company in telecommunications.
Areas of Strength
Over 10 years’ experience of diagnosing, and providing solutions to better the business with the ability to spearhead projects.
Ability to work under deadlines and also shift priorities for the needs of the business.
Ability to manage assigned projects, prepare documents and lead meetings.
Ability to build strong customer relationships by providing exceptional customer service and client management.
10 years of IT professional experience equivalent to Bachelor’s in Information Technology.
Collaboration and team oriented skills that build and sustain relationships both internally and externally.
Proficient in Microsoft applications: Word, Access, Power Point, Excel (Pivot Tables), Project, Outlook, Sharepoint ; Adobe Acrobat and web conferencing.
Education & Certifications
MicroTrain – IT Project Management +4.
November 2015-January 2016 Relevant Courses: ITIL, Lean Six Sigma, PMP, Sharepoint, Excel, and Microsoft Project
PeopleCert
ITIL V3 Foundations Certification
Awarded: 2015
Chicago Deming Association
Lean Six Sigma – Green Belt
Awarded: 2015
Project Management Institute
CAPM
To be Awarded: May 2016
Professional Experience
Comcast Cable Communications (3 Month Contract)
Project Manager June 2015-September 2015
Manage assigned projects from beginning to end with proficient time management skills.
Building mutual trust and respect amongst team members and clients.
Scheduling and coordinating work activities for myself and others.
Observing and receiving documents to ensure projects are fulfilled to client satisfaction.
Kellogg Corporation June 2014-May 2015
IT Help Desk
Provide technical support for over 100,000 users via phone.
Provide support throughout the U.S., Canada and remote locations worldwide via remote software solutions.
First point of contact for Windows 7 desktop and laptop users.
Troubleshooting issues related to Windows 8.1 tablets.
Troubleshoot problems for company PC’s including hardware, software and other peripheral equipment.
Responsible for creating, escalating, tracking and resolving tickets with HP Service Manager.
Support Microsoft Office Outlook 365 and Microsoft Lync Users.
AT&T October 2010-October 2013
Data Analyst/Contract Project Manager ( 3 Year Contract)
Managed life cycle for termination charges for tariff contracts.
Duties included auditing contract commitment levels.
Calculating and validating unmet commitments and early termination charges.
Correction of inaccurately billed or inappropriately waived shortfall charges and/or termination charges, and correction of contract billing inaccuracies.
Assisted with training of new hires and provided training to back-up personnel.
Hybrid Connections December 2008-January 2010
Installation Technician
Performed installation of Dish Network and Direct TV satellites and equipment.
Ensured that the highest quality of is provided to promote superior customer satisfaction.
Troubleshoots systems to determine the appropriate resolution for reported problems with usage.
AT&T November 2000-May 2008
Network Operations Center Technician
Developed specific goals and plans for Network Trunk Team as Project Manager.
Established tasks (States) for 3 members of trunk team and myself for over 3 years.
Motivated team members to work together for common goal.
Instructed and guided team members with proper documentation to ensure guidelines were met while maintaining production goals.
Communicated with vendors by phone to ensure the turn up and reconnection of trunks that were down and not receiving traffic.
Monitored and maintained AT&T’s network remotely throughout the Midwest.
Performed key role as lead technician and assisted team members in solving customer challenges.
Provided technical support to several departments.
Responsible for providing troubleshooting and repair to analog and ISDN lines, trunks and T1’s.
Technical Experience
Applications : Salesforce, Outlook 365, Microsoft Lync, NMA, TIRKS, WFA (C,DI,DO), CABS
Software: Sharepoint
Operating Systems: Windows 7, Windows 8.1 for Tablets
Networks/Platforms : VPN, ISDN, T1, T3, UNIX, Cisco Routers, Sonet, OC3, OC12, OC48
Ticketing System: HP Service Manager, Active Directory
Affiliations
Chicago Deming Association
Member
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