project Manager

Aline Vida, PMP®

Seattle, WA ***** **********@*****.*** 646-***-****

PROJECT MANAGER

Highly accomplished Manager with progressive experience in multiple aspects of technology leadership including IT operations, troubleshooting, technical support, and business continuity. Earned PMP and ITIL certification. Adept at managing responsibilities within multiple campus computer labs simultaneously, administering operating systems, and performing troubleshooting on hardware and software. Comprehensive background with students in higher education environments while supporting technical needs. Noted for the ability to expertly drive processes while successfully supervising, training, and motivating teams. Skilled in planning new and changed IT services including cost/schedule estimations and operational impacts and actively monitor service delivery and customer satisfaction to maintain a high standard of service. Core competencies include:

Technical Operations Management

IT Project Management

Business Continuity

Computer Facility Management

Status Reports & Cost Estimates

Staff Supervision & Training

Technical Consultation

Systems Administration

Problem Resolution

Develop Project Schedules

Stakeholder Management

Leading Progress Meetings

Career History

Ellucian / Seattle University, Seattle, WA (2013 – Present)

IT Lab Manager Promotion (2015 – Present)

Manage technical and operational matters within multiple labs across campus. Supervise and train student lab assistants. Coordinate groups and events using lab equipment. Author technical documentation for hardware and software use. Document and present technical processes in easy to understand formats. Facilitated end user training sessions and collaborated with business leads, decision makers and end users to define proposed business processes.

Key Achievements:

Directed troubleshooting and problem resolution across campus

Established new protocols that ensured quality of service and efficiency.

Developed status reports, cost estimates, and resource plans.

Make important decisions and drive decision-making across projects.

Coordinate with stakeholders to gather requirements and manage expectations.

Recipient of multiple awards for performance excellence including Grow Together Award – ITIL v3 Certification (2016), Grow Together Award – Building Team Unity (2016), On the Spot Award – Amaze & Attract (2015), and On the Spot Award – Enabling Customer Greatness (2015).

Technical Support Specialist (2013 – 2015)

Maintained sole accountability for providing IT service delivery and connectivity support for Seattle University systems in an academic environment. Managed troubleshooting and technical support services while ensuring proper functionality of all technical components. Installed hardware and peripheral components including monitors, keyboards, printers, and disk drives on user's premises. Coordinated deliverables across multiple departments while providing high-quality customer service and status updates. Facilitated end user training tasks. Utilized remote desktop management technology and tools.

Key Achievements:

Served as the primary point of contact concerning system operations, diagnoses, and problem resolution associated with system hardware, software, and operator problems across several labs on campus.

Tested and evaluated proposed hardware and software while determining efficiency, compatibility, and reliability with existing computer systems, peripherals, and the network.

Supervised, coached, and motivated student workers in executing moves, computer imaging, and troubleshooting.

IBM / Thomson Reuters, New York, NY (2007 – 2013)

System Services Representative (SSR)

Charged with accountability for providing IT service delivery and connectivity support for Reuters Market Data systems in a fast-paced, real-time financial management environment. Performed project management initiatives including deliverables, reporting, and budgeting. Served as a key team contributor for numerous projects from inception through completion. Executed project plan associated with site readiness, hardware procurement, and post job completion reporting. Tracked change management process to ensure team was updated on all issues. Migrated away from old servers to new servers and validated configurations. Oversaw migration to ensure new network performed smoothly. Ensured high-quality customer service while providing status updates to Service Delivery Managers. Performed due diligence prior to on-site service visits. Achieved Cisco certification at a higher level than required to enable territory to meet its contractual obligations. Earned IBM Means Service Award.

Key Achievements:

Acknowledged for performance excellence involving client support with the IBM 2011 Means Service Award.

Championed efforts to avoid lapses in coverage and potential customer satisfaction issues by developing a method to communicate with customers while extending support service through maintenance contracts.

Led efforts to resolve connectivity problems for LAN/WAN, VPN, Cisco 2600 series routers, Cisco 2900 series switches, hubs, lateral patch panels, workstation wall ports, and cabling.

Managed computer and application enhancements, maintenance, and workstation repairs.

Implemented hardware/software upgrades of network devices at client locations for Internet Protocol project.

Performed system administration tasks associated with installing, configuring, troubleshooting, and maintaining the network communications system.

Led efforts to upgrade 300+ servers across multiple US locations.

Upgraded matching service application that provided financial institutions with direct market access via a prime broker for price discovery, trade execution, and straight-through processing.

Unisys / Metropolitan Transit Authority, New York, NY (2007)

PC Specialist (Contract)

Oversaw asset reconciliation project by performing, reviewing, and reconciling physical inventories of IT assets.

Key Achievements:

Managed support initiatives for upgrade/move projects for MTA’s depots, subway stations, and campus offices.

Configured, installed, and maintained Windows computers.

Geeks on Time, New York, NY (2006)

Desktop Support Analyst / Trainer

Supported desktop computers, applications, peripherals, and related technology. Installed and tested systems within established standards and guidelines. Handled end user training and helpdesk operations. Problem solved file services, email, application servers, and administrative systems.

Key Achievements:

Spearheaded efforts to provide operational, security, and technical support to businesses and home users.

Assessed system and network issues using independent analyses, initiative, and sound judgment.

Education & Credentials

Associate of Arts – American Academy of Dramatic Arts

Certifications: PMP, ITIL, A+, Network +, CCNA, Security +, Bloomberg Certification, MCP, Dell Server

Professional Development: Netcom, MCSE and Linux, IBM System X Server, NetApp

Affiliations: Project Management Institute, Broadcast Music Inc., New York Cares Volunteer

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