William A. Cockerham

The Colony, TX ***** 214-***-****

www.linkedin.com/in/billcockerham acxsw6@r.postjobfree.com

IT Project Manager

IT Project Support - Strategic Planning - Executive-Level Management

Forward-thinking project manager offering 15 years’ experience in infrastructure IT project management using waterfall and agile methodologies. Proven ability to guide projects through life cycle, including initiating, planning, executing, monitoring, and closing. I develop project plans, deliverables and schedules, and ensure the teams are meeting proposed milestones and goals in order to deliver projects on schedule and on budget. Excellent communication skills and able to work with all levels in enterprise organization. 20+ years experience in ITSM operations and Data Center management.

Professional Summary

I have extensive IT Service Management experience for enterprise corporate entities. I possess strong team leadership, motivational, and coaching skills. I am technically astute with experience in Windows & Linux operating systems, desktop support, servers and networks running the Microsoft domain model. As a PM, I complete projects that have impact on a local or global level. I perform quality checks, develop and review performance reports, lead meetings, report project status to project sponsors, identify areas to improve, and implement measures to improve performance levels and meet objectives; all while improving service and client satisfaction levels operating within the given budget. Solid understanding of Data Center policies, procedures and best practices.

Project Management experience with large technology implementations (10 years)

Implemented security measures (SSO) at EDS, Citi and Chase

Ability to communicate to multiple audiences

Ability to drive across multiple stakeholder organizations

Certifications:

ITIL, MCP, CNA, UNIX

Professional Experience

JP Morgan Chase – Ft Worth, Texas 10/15 – 09/16

Project Manager

Completed several projects during previous 6 months using the waterfall method.

Worked with personnel through out the US to achieve project objectives:

Extensive experience setting up and using IOS mobile connectivity on the Good Enterprise platform.

Deliver infrastructure builds working with change mgmt to US datacenters for Windows and Linux servers.

Provisioning of NAS/SAN and migration of databases from end of life hardware to new servers.

Emphasis on virtualization and upgrading to newer technology for increased capacity and storage.

Delivered networks running the Microsoft Active Directory domain model and SSO authentication.

Report on projects using Clarity, MS Project and Excel.

Citi – Irving, Texas 01/12 - 05/15

Senior Project Manager

Completed 12 projects during previous 21 months using agile/waterfall method.

Worked with global personnel to achieve project objectives.

Function as SME for MS Office products including Project 2010, SharePoint, Windows 7, Citrix, and PlanView.

Delivered managed print infrastructure to 388 and 390 Greenwich, NYC, impacting >1,500 printers.

Delivered new Citi Call Centers for ASPAC, EMEA, and the Americas, utilizing Avaya VOIP phones.

Migrated 325 servers out of NYC to datacenter in Texas with a $1.5 million budget.

Added meeting room reservations globally to Outlook. Delivered mobile technology to personal devices.

Deployed XenApp 6.5 (Citrix) virtual desktops worldwide, with a $3 million budget.

Utilized virtualization for increased capacity and High Performance NAS storage.

Delivered new SQL DB RAC infrastructure for text message payment notifications for CARDS.

Delivered new infrastructure for PAR (TPAM) devices globally.

Delivered new B2B connectivity to Citi partners.

Closed down data centers and moved tape archive systems to strategic data centers.

Delivered new software build to reuse older PC hardware for strictly Citrix access, saving $6 million.

Delivered new front end using SSO for remote users using IIS Workspace domain names.

HP Enterprise Services – Plano, Texas 01/11 – 12/11

Project Manager, Infrastructure Refresh Project, ESM Global Operations (Contract)

Worked with personnel in 3 global staging locations to facilitate upgrade of older HW and SW "AIX "and "Solaris" and "Linux" Technologies to current HP standards and tools.

Executing Delivery of Strategic Platform at IT strategy initiatives.

Experience of DC Cluster design and Change Management principles.

Experience Project Managing (i.e. Issues, Schedule, Risk, Path to Green, etc.)

Citi – Irving, Texas 12/09 – 12/10

Service Management / Incident Management – Desktop Standardization Initiative (Contract)

Provided metrics for IT service management personnel. Pulled Call Center data from Service Now for metrics.

Interpreted global incident management data and reported to management in weekly / monthly reports and charts.

Produced top notch information for management and teams working on various projects within IT group.

Cadbury 02/09 – 08/09

Project Manager, Global Help Desk Deployments (Contract)

Deployed new Call Center servicing all of the Americas for Cadbury, utilizing VOIP phone system.

Transitioned existing call center service and knowledge files from Unisys to internal call center near Mexico City.

Prepared project plans, including project scope and objectives, scope definition, deliverables, and project schedules; defined project activities and estimates to meet project goals and objectives.

Managed multi-million dollar budget with charges occurring in several currencies.

Worked extensively with vendor to provision toll free numbers and IVR system throughout the Americas.

Identified and scheduled project deliverables, milestones, and required tasks.

Created and maintained project plan, and tracked and approved hours using MS Project web access.

Provided weekly status to management.

Led monthly presentation to steering committee.

Electronic Data Systems – Plano, Texas 07/07 – 01/09

Problem Manager

Leader of daily problem management meeting, resulting in improvement from 70% to 96% of SLA.

Documented root cause analysis for high severity incidents, as well as documenting problem management process adopted and used worldwide for EDS SOE account. Pulled Incident data from Service Now.

Setup Project Server with feeds and reporting into SAP. Used SAP extensively for task assignments.

Led daily meetings with first-level incident handlers and weekly problem management meetings with management.

Ensured all problem tickets were entered in Peregrine 7, documented in Excel, and published on SharePoint.

Functioned as SME in network infrastructure environment (LAN / WAN / WLAN) supporting all versions of Windows in an enterprise environment, including installation and configuration.

Developed strong MS Office, incident and change management skills.

Trained global personnel on problem management and ITIL functional roles, thus increasing SLA metrics.

First American Corporation / ITC – Dallas, Texas 03/07 – 07/07

Project Manager (Contract)

Managed Dallas data center during move from Dallas to Southlake.

Installed EMC NAS farm, Dell servers, Cisco switches, and routers.

Completed copper and fiber cable pulls to connect new hardware.

Supported 2500+ servers and tracked work through Remedy/Service Now ticketing system.

Supported MS 2000 / 2003, SharePoint and SQL servers, as well as EMC and Dell SAN arrays.

Team–Excel – Parkland Hospital – Dallas, Texas 11/06 – 03/07

Systems Administrator (Contract)

Led team in Windows XP desktop refresh of 2000 NT 4.0 and Windows 2000 desktops.

Worked and communicated with various levels of nurses, doctors, administrative personnel, and management throughout various locations of Parkland Hospital district.

Identified, troubleshot, and solved network and computer-related problems.

Electronic Data Systems – Plano, Texas 09/94 – 10/06

Business Systems Analyst – Federal Reserve Bank Account

Monitored website performance via BMC End-to-End in order to meet or exceed SLA requirements.

Managed / completed project joining laptops to EDS domain remotely.

Implemented Credent encryption software on all account laptops.

Recognized as SME in Excel for metrics reporting, utilizing advanced formulas and pivot tables.

Security Clearance: (Inactive)

Advanced Systems Administrator – MCI Account

Utilized Excel to analyze data and determine how client could save $5 million on maintenance of older equipment.

Fostered working relations with external client, Verizon.

Installed and upgraded SUN servers at client’s data center in Richardson.

Provided remote and on-site assistance with Sun Solaris software upgrades.

Provided support for MS SharePoint and SQL servers.

Advanced Systems Administrator – Executive Support Team

Functioned as team lead for call center tasked with providing support for top 270 EDS executives on a 24 x 7 basis providing 15 minute response, managing a $1.2 million budget. Supported General Motors execs.

Provided Desktop, Wireless, LAN, VPN, and mobile device support to C-Level executives.

Migrated clients to DHCP, Active Directory and MS Exchange. Implemented mobile technology on personel devices.

Supervised a team of tier-2 support engineers to ensure organizational and team goals were attained; escalated issues to appropriate groups as needed. Utilized Service Now to enter incident information.

Functioned as SME on Remedy and Peregrine ticketing systems, and documented team processes.

Managed schedule; documented and graphed metrics for management on a monthly basis.

Managed Windows IIS servers for an internal client. Supported EDS Board of Directors.

Developed system and call scripts to facilitate efficient management of call volume.

Functioned at Project Manager level for 30 projects over a 10 year period.

Military Service

U.S. Army

Trained on Electronics, Secure voice communications and Data communications

Restored battalion data communications within a short time of my arrival in W. Germany.

Military Intelligence Specialist, Honorably discharged veteran, Security Clearance: (Inactive)

Army Commendation Medal, Good conduct medal

Education & Professional Development

PMP – PMI Training – ITIL V2 Certification Microsoft Office – MCP Certified Novell Admin Unix Administrator / Support Data Communications Training US Army (Secure Voice Communications) - Customer Service Training + 30 vendor schools - Windows OS (All Versions) TSM / Tivoli Remedy IT Service Management Peregrine 6.x RSA Token Authentication SharePoint 2010 MS Project Web Access

Technical Skills

Windows, Linux, IIS, SQL, Change Management, Microsoft Project, MS Excel, MS Project, MS Word, Network, Operations, Oracle, PMO, Project Management Office, Risk Management, Scope, Testing, User Acceptance Testing, Visio, VM Ware, Citrix, Clarity, RACI, SAP, SDLC, Lotus Notes, VPN, VOIP, LAN / WLAN, Wireless Deployment & Support, Remedy and Service Now ticketing systems, Windows (all versions), MS Project Professional, Project Web Access, MS SharePoint 2007, MS SQL Server, Database migrations and new builds. SAN and NAS connectivity as well as deployments of new storage. Deployed Avaya VOIP phones.

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