Johnny Stewart; M.ISM, ITILv.*, PMP 312-***-**** ad4wn8@r.postjobfree.com

HONORABLY DISCHARGED US. ARMY VETERAN

SUMMARY:

As a certified Project Manager with a Master’s in Information Systems and over 12 years of IT experience, I excel in managing IT projects for Fortune 100 firms using Waterfall and Agile methodologies. I’m skilled in IT governance, system deployments, Agile practices, Change management, and SDLC. I’m adept at resource management, setting project goals, CRM management, and adapting plans in an Agile manner. Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker. Monitor MSP (managed service provider) execution of audit process and procedures.

EXPERIENCE:

ERP PROJECT MANAGER PRIMEdge, Inc. (contract), Jan 2024 – Present

Provided ERP application support in DevOps, Production, and Test modules.

Created weekly and monthly reports for the IT Infrastructure Management Team, tracking outcomes.

Tracked, analyzed and resolved issues with the IFS ERP system

Deployed ERP systems successfully to over 4 countries

Manage engagement risk, project economics, planning and budgeting and accounts receivable.

Managed an average of 3 projects, while identifying and addressing potential risks.

SERVICE DELIVERY PROJECT MANAGER FHLB Chicago (contract), Oct 2023 – Jan 2024

Provided application support in DevOps, and ITSM, focusing on process improvement, which increased customer satisfaction score by 12% and the service quality by 10%.

Managed and provided support for Service Now, adhering to established procedures.

Strong interpersonal and client consultation skills; Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.

Applied knowledge of programming concepts, the Software Development Lifecycle (SDLC) and Agile to software applications development; project management phases, techniques and tools, understanding the Project Life Cycle.

Created weekly and monthly reports for the IT Infrastructure Management Team, tracking outcomes.

Developed a process to keep stakeholders informed about incidents, changes, and overall progress of the projects, contributing to Process Development.

Surpassed customers expectation while building strong relationship with outside vendors.

Managed an average of 12 projects, while identifying and addressing potential risks and issues for the bank, ensuring effective monitoring of 98% of milestones, which exceeded the target of 90%.

PROJECT MANAGER Pratt Whitney (contract), Feb 2023 – Sept 2023

Lead, monitored, and tracked 6 projects, identifying and addressing potential risks and issues for the manufacturing of military aircraft, setting milestones.

Managed and redesigned 15 knowledgebase articles, reducing IT Service Desk calls by 40% within 3 months, improving outcomes.

Developed monthly and quarterly Service Now ticket reports as part of the project’s cost management strategy, highlighting the company’s cost savings, following strict Procedures.

Led client discussions on project plans to ensure client understands project flow and due dates needed to meet end goals, contributing to Process Development.

Ensured compliance with department SOP’s and managed process flows with outside vendors, focusing on process Improvement.

Managed and delivered project planning and leadership by executing strategies and setting priorities in alignment with the overarching program objectives, understanding the Project Life Cycle.

Actively established and sustained robust relationships with customers, while managing their needs and expectations by adhering to project deadlines, ensuring effective monitoring.

Collaborated with cross-functional teams, while managing resources carefully.

PROJECT MANAGER Dovenmuehle Mortgage, Sept 2021 – Jan 2023

Managed a team of 12 Service Analysts and 2 Project Coordinators, who managed Service Release Transfers for our mortgage clients.

Leading status meetings and documenting notes and action items.

Organized and coordinated the transfer schedule of loans from sub-servicing clients to other servicers.

Operated in accordance with project management guidelines, adhering to standard performance metrics and recognized standards such as PMBOK.

Collaborated with the support teams to ensure bank policies, and procedures which increased the customer referrals by 15% and customer lifetime values by 12%.

Developed project plans and communication plans for each project, involving stakeholder’s input.

PROJECT COORDINATOR Synoptek LLC. (contract), Aug 2020 – Aug 2021

Managed the deployment of Epic software on 280 computer systems both manually and remotely.

Monitored system performance and proactively reported low disk space, and creating tickets to ensure timely resolution of issues.

Provided technical assistance with switch port configuration and printer logic support.

Coordinated and oversaw the service desk operations, ensuring efficient QC/Routing of escalations.

Conducted regular checks, monitoring, upgrades, and triage of alerts for Exchange reports.

Identified and mitigated risk associated with projects and took corrective actions.

Operated in accordance with project management guidelines, adhering to standard performance metrics and recognized standards such as PMBOK.

Accountable for core team performance, program schedule, and execution.

Assigned duties to system analysts and monitored the progress of each project.

Responsible for setting project milestones, timelines, and budgets.

IT COORDINATOR LEAD Novartis Pharma (contract), Sept 2019 – Aug 2020

Scheduled and conducted meetings with newly migrated users, providing them with necessary support and guidance as part of our continuous improvement efforts,

Leading status meetings and documenting notes and action items.

Redesigned Help Desk articles, which resulted in reducing Service Desk calls by 50% within 5 months.

Provided 48-hour on-call support for migrated users with new laptops. This ensured that any teething issues were promptly addressed, minimizing disruption to their work.

Created WSI’s (work step Instructions) for newly migrated users.

IT ANALYST LEAD James Lovell VA Hospital (contract), Oct 2018 – Sept 2019

Led the Service Desk Triage using the Service Now ticketing system, which reduced the average response time by 25% and increased customer satisfaction by 15%.

Demonstrated a solid understanding of the three rules of HIPPA, which enabled our team to protect the privacy and security of 94% of the patient’s health information.

Managed service desk tickets and assigned them to appropriate team as part of my IT Systems Analyst responsibilities which decreased the number of re-opened tickets by 8% and number of unresolved tickets by 5%.

Coordinated schedules for 8 outside vendors, a key part of my duties as a Business Systems Analyst.

Assisted 140 users with system pilot migration of Windows 10 computers, demonstrating my capabilities as a Business Systems Analyst.

Validated, verified, documented, and escalated around 40 trouble tickets daily as an IT Systems Analyst.

Managed incoming incidents and requests in accordance with SLA’s, a critical aspect of my role as an IT Systems Analyst.

EDUCATION: SKILLS/TOOLS:

Masters; Information Systems Management: Robert Morris University Agile/Waterfall

Bachelors; Communications: Northeastern Illinois University Jira/Confluence

PMI Certified Project Management (PMP) MS 365/MS Project

ITIL v.3 Foundation Certified Service Now/SharePoint

Microsoft Certified Professional (MCP) MS Teams/Webex

PMI Certified Agile Professional (projected: May 2024) Asset Management

ERP/CRM software

SAP

US MILITARY COMBAT SIGNAL COMMUNCATIONS US. ARMY

Oversaw and managed combat signal communications for battalion maintenance, including radio, and switchboard systems. Implemented integrated communication systems at battalion level, analyzing equipment capabilities. Managed and set up multiple antenna communication centers. Defined platoon team roles, provided mentorship for new team members, and managed communication assets and product shipments.

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