Manager Project

James E. Hill

208-***-**** (c) *********@***.***

Program Manager or Project Manager

Work Summary

Hemmersbach, SeaTac, WA

Client Services Technician II

**/** – Present

Provided advanced technical support to corporate customers and end users for complex products including highly escalated issues

Researched technical documents and feature lists for upcoming builds and releases.

Created and maintained build procedures and QC (Quality Control) documentation that streamlined build processes to better meet SLA (Service Level Agreement).

Worked with Service Now ticketing system and managed all service requests for WA. State.

Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Performs Level 1 and 2 issue assessment and resolution of problems.

Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems.

HCL, Redmond WA

Senior Program Manager

06/10 – 11/15

Managed cross team collaboration in a matrix organization for MSCOM, and over 60 Products.

Created and implemented improved processes that saved MSCOM money in excess of $10,000 on billing each month.

Managed all of the Tier 2 Support for MSCOM, onsite staff and offshore staff.

Managed digital information through creating and maintaining content using WCM Technologies.

Controlled and personalized workflow management using WCM Technologies.

Designed and implemented a structure for accountability for all open issues in the Tier 2 and 3 queues which resulted in a reduction of mean time to resolution of tickets by 50%

Built Share point sites for documentation library, trouble-shooting guides (TSG).

Collaborated with third party support teams and led the effort to implement resolutions for client facing issues with Volume Site Licensing that is a large Revenue Generating Product for Microsoft.

Led a project for the existing SLA (service level agreement) and improved the satisfaction rate of that SLA by 60%.

Led a strategic effort to reduce the approximately 900 aged tickets down to zero

VMC, Bellevue, WA

Project Manager

2/09 – 6/10

Led cross team collaboration in a matrix organization for Volume Site Licensing site, and Microsoft Partner Portal site.

Designed and Implemented processes, procedures and guidelines to provide quality of service reports based on established SLA’s to the organization.

Led Tier 2 and Tier 3 Support teams for VLSC (Volume Site Licensing and Microsoft Partner Portal site).

Led the support which included identifying, troubleshooting and resolving user issues, logging bugs and enhancement requests in applications which are reviewed by the Engineering teams and Support Program management teams for resolution in future releases

Created documentation library for processes and Technical service guides used by Tier 2 and Tier for effectively resolving end users service issues by 30% time reduction.

Provided leadership to third party support teams to identify root causes and then collaborated to implement fixes.

VMC, Bellevue, WA

Project Manager (Windows Market Place)

8/08 – 2/09

Led cross team and international collaboration in a matrix organization for two major ecommerce sites.

Designed and Implemented processes, analyzed and reported trends for user volume, provided quality of service reports, and lead end of life effort.

Managed two ecommerce portals end to end.

Managed the monitoring, tracked and managed project tasks, timelines, attainment of milestones and overall quality of project activities and deliverables.

Led communication and incident resolution to management team.

Managed feature releases and QFEs (Quick Fix Engineering) for distribution to the data center

Built documentation library for processes and Technical service guides (TSG).

Planned for and executed end of life scenario for windowsmarketplace.com

Planned implementation for migration of legacy systems for ecommerce site to new data center

Led Incident and problem management team.

Led and facilitated change management within assigned projects.

Managed and escalated the risk and assessment issues.

VMC, Bellevue, WA

Project Manager MSCOM (Microsoft.com Operations)

8/07 – 8/08

Led collaboration with client (MSCOM) and all of MSCOM’s customers ~ 350 business units. This allowed for all the units on www.microsoft.com/ to be functional and allow for customer to purchase products that were available.

Managed the development processes, data analysis and reporting, process building, team leadership, developing future business. This helped the management to see where the future business possibilities could go from the metrics reported.

Managed and led the application migration of Microsoft Windows Store to Microsoft Windows Market Place from one business unit to another – with Zero client impact. This allowed no impact on Revenue.

Led cross team collaboration with development team to sunset current MSCOM 404 error page and drive profit generating traffic to Live.com search engine.

Managed Development team which consisted of 12 offshore team members and 10 on shore team members on development tasks.

Managed the daily, weekly, and monthly reporting and Quality of Service (QOS) production. This allowed for Stake holders and clients to see current and upcoming costs in order to take actions or make decisions on current and pending issues.

Managed bugs/tickets generated against Product Catalogue tool stack which allowed me to add to Quality of Service reporting for upcoming releases or to show that it wasn’t possible for a future release.

Aditi, Bellevue, WA

Support Engineer 3

3/06 – 10/06

Provided PM leadership to system engineers, DBA’s, managers, and other stakeholders to identify, perform, and document engineering processes to be outsourced.

Program manager that led the effort to Incorporate feature releases and QFEs (Quick Fix Engineering) for distribution to the data center.

Deployed code on several thousand FE & BE (Front End and Back End) servers in a live site (MSN Messenger) environment while meeting the directive of zero site impact over a two-year period.

Provided 24x7 Incident Management for all MSN applications in infrastructure and application space. The support includes identifying, troubleshooting and resolving user impacting issues, logging bugs and enhancement requests in applications (MSN Messenger) which are reviewed by the Engineering teams and Support Program management teams for fix in future release.

Microsoft, Bellevue, WA

Support Engineer 3

10/00 – 3/06

Team lead that was the final point of escalation for the build team and resolution for technical support issues.

Provided advanced technical support to developers, corporate customers and end users for complex products (MSNIA), including highly escalated issues

SME (Subject Matter Expert) as technical lead and provided technical training, coaching, and mentoring to other engineers in the organization.

Researched technical documents and feature lists for upcoming builds and releases and provided that information as guidance to engineers assigned to those projects.

Created and maintained build procedures and QC (Quality Control) documentation that streamlined build processes to better meet SLA (Service Level Agreement).

Designed daily and weekly reporting documentation for statistical analysis and tracking Service Requests.

1989-1997 United States Marine Corps Sergeant

Network trouble desk Manager, G-6 1st Marine Division.

Network control specialist, 3rd Light Armored Reconnaissance

Installed network, accomplished paperless network

Administration manager maintained and managed administrative duties of the company office

Network engineer, set up Banyan network, 29 Palms, Ca.

Education

1995 – Sergeant’s leadership development course, 29 Palms, Ca.

1993 – Technical Security Officers’ Course (TASO)

Technical Proficiencies

Hardware

Hardware build-out and configuration of Compaq 4500, 5000, 5500, 6500, 1850r, 6400r, DL380, 8500 ProLiant servers, and IBM AS400 servers

Hardware build-out and configuration of Dell 4300 and 6300 servers.

Hardware installation, troubleshooting and repair and software troubleshooting in a large server environment.

System configuration per specifications

BIOS, ROMS and driver upgrades and rollbacks

RAID configuration.

Asset management and inventory

Windows 7

IIS

Passport

MSXML

SOAP

Concorde

SQL Client Tools

Microsoft XP/.NET

Octopus

HTML

NET Framework

CRS (Content Replication Service)

SQL

Operational Proficiencies

FTP, Services Packs and Hot fixes

TCP/IP configuration and troubleshooting including DNS and SNMP, SQL, computer repair, service and troubleshooting.

Network connectivity including taps and configuration of servers

Performance monitoring and troubleshooting for Microsoft’s web presence and Net Work Connectivity

Administrate and oversee all mail operations using Banyan Street Talk

Installation of Hot Fixes and Service Packs

Design system configuration documents (Engineering Specifications)

Designed and maintained build process and QC documentation

Basic SAN equipment

BigIP configuration – Web Clustering

LAN/WAN patch panel & switch cable management

Management Terminal Server

MSE

SNOW

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