Project Management Service Desk
Resume:
Pama Patrick Watungwa [PMP]
Tel: 857-***-****
Email: ad1dyt@r.postjobfree.com
Objective
To apply and expand on my planning, leadership and communication skills in Project Management. To be part of the team that drives change through finding apt solutions and applying project Management tools to increasing efficiency. To transfer that goal driven mindset to the team in order to harness synergy and achieve goal congruence. These objectives are what passionately drives me.
Skills & Abilities
Project Management
Process improvement
Lean six sigma
Statistical research and analysis
Contract negotiations
Technical skills.
Time and resource Management.
Financial and Analytical skills.
Training skill.
software
Database: Microsoft SQL Server and Microsoft Access.
Windows Platforms: Microsoft Windows 10 and O365 Application tools.
Tableau.
Data Analytics tools- Orange Data Mining, Excel and R Studio.
Microsoft Project
Jira
Adobe
Experience
WORK EXPERIENCE
BETH ISRAEL LAHEY HEALTH – 2018 to Date
Inventory Control – Sr Service Desk Analyst, BIDMC
Software Installations and software license tracking.
End user support, remote and local.
Data backups during Win 10 upgrades.
Writing meeting minutes for windows 10 upgrade project.
Win 10 Project process improvement.
New Laptops encryptions
Ownership of EOL processing and reporting.
Workstation Imaging.
Monitoring and responding to Inventory Control mailbox.
Leasing with Vendors for Warranties, upgrades and Orders.
Service Desk
Advanced User support.
Monitoring Systems e.g. Mainframes and Mycroft.
Lists and shared mailbox updates.
Software installations and troubleshooting workstation issues.
Triaging tickets and complying with established SLA’s
Initiating critical/IS alert outage notifications and Bridge calls.
Contributing to Service Desk process improvements.
Training Service Desk Analysts.
Epic end user support
Best Buy Water Town - 2017 to 2018
Precinct Agent, Best Buy Geek Squad
Responsible for troubleshooting and diagnosing machine problems
Conducting client training and assist shop floor workers.
Operating point of sale, and machines checkout using NOVA system.
Dot Info Tech South Africa- 2010 to 2012
Systems Analyst,
Defining project scope
Gathering user requirements and documentation following SLDC, covered areas from the feasibility study to the maintenance aspect of the project.
Chairing meeting between different stakeholders e.g. – product owners, users and programmers.
Identifying stakeholders and establishing communication channels for feedback.
Monitoring project progress and deadlines using Gantt and Network analysis, and setting up contingencies for different risks, be it financial, time, human resources or change in Project scope.
Worked in Design team – using .net, c++ and crystal reports and Ms Access database.
Setting up a training plans e.g. documentation and schedules.
Identify and recommend improvements on cost and schedule.
Liaise with vendors on contracts and deliveries.
Lead projects on website designing, Accounts receivable and cash receipt system.
Benson Business College South Africa - 2008 - 2010
Principal/ Educator
Accreditation applications and liaising with Ministry of Education on certifications and compliance.
Hiring and Educators evaluations
Strategic planning, Budgeting and SOP’s revisions
Stakeholder meeting and status reporting
Maintaining and franchise renewals.
Curriculum development.
Ministry of Finance Zimbabwe 2006 -2007
SAP Basis Student Trainee, Central Computing Services
SAP GUI installs and upgrades.
Training users and troubleshooting.
Network troubleshooting, switch replacements, modems and RJ45 replacement.
New workstations setups- covering adding workstations to the domain, software install e.g. anti-virus and SAP configurations. Printer setup(local and Network)
Disaster recovery –Backups for SAP GUI QAS, PRD and DEV landscape.
Education
EDUCATION
2019 • current studies MBA - northeastern University BOSTON
2021 • Post GRADUATE CERTIFICATE Project
2018 • Certificate IN DATA ANALYTICS - Northeastern University BOSTON
2008 • Information systems bachelor’s degree - Midlands state university Zimbabwe
2023 • Certification Project Management Professional (PMP)
Communication
Have always received great reviews, from my first Job as a student trainee where so many policies and procedure were change to accommodate my self-driven, hard work and intuitiveness. Wrote so many proposal and documentations that secured contracts and ensured customers were always well informed. Even now at the service desk I have receive quite a lot of feedback praising my communication and ability to solve our users issues.
Leadership
Leadership experience gained through held roles such as College Principal, project lead, Consulting on Company formation, business plans and growth.
References
Gift Mutonhore
Senior SHERQ Consultant
ZA: +277******** ZW: +263********* TZ: +255********* Skype:live:gift.fang
Mr. T Hlasthwayo
Director Benson Business College
South Africa
Jeff Blackler
Beth Israel Lahey Health
Service Desk Supervisor
Contact this candidate