Norwalk, CA *****
562-***-**** • email@example.com • www.linkedin.com/in/Nathaniel-Buado
Technical Project Manager
Multifaceted technical career with 18-year track record of innovation and success
Technically innovative professional with solid history of effective systems integration/qualification with broad knowledge and success in an engineering development environment. Adept in managing and creating procedures, reports, providing comprehensive technical training documents/videos, vendor implementation, project management, end user support, and other IT related content. Skilled trainer and project leader; able to direct multiple tasks effectively and master innovative software and tools. Recognized as top performer regionally for exceptional customer service.
Full Life Cycle Project Management
Systems Launch / Implementation
Hardware & Software Support/Upgrades
Client Relationship Management
Leadership & Management
Problem Resolution / Troubleshooting
SLA Maintenance & Management
Employee Engagement & Training
Truno, Anaheim, California
Technical Project Manager, 2/2019 – Present
Directly responsible for 1000+ Grocer stores covering several counties in California. Certified NCR Instructor providing ongoing leadership and direction to a 40-member project team. Interface with diverse range of clients to complete development of sophisticated projects within budget and ahead of schedule.
Improved a national account service level agreement from 80% to above 95% within 2 months.
Ensure the quality and timely delivery of the SLA’s; scheduled and escalation of break-fix, POS installation and Special Projects.
Document and report findings to facilitate in problem resolution.
Direct all technical aspects of retail-store build-out, including overseeing creation of documents and guides for contractors, vendors, and consultants.
Create and maintain project schedule and database documentation and liaise between all departments.
Engage in project management improvement activities.
IBM, Costa Mesa, California
IBM TSS Senior Team Lead, 10/2017 – 2/2019
Provided technical leadership and company representation as team lead and project manager, travelling on behalf of company nationally. Directed activities of 10 field technicians servicing, maintaining and managing the coordination of installation, projects, break-fix issues. Trained, coached, and mentored team and provided ongoing leadership, engagement initiatives, and technical assistance.
Earned 100% success rate managing and completing a 50 full site retail conversation; achieved highest performance review within the department.
Managed all phases of product qualification and problem report tracking leading to reduction of new and lingering issues.
Provided detailed documentation to corporate resulting in reduction resolution time.
Managed designated customer accounts for multifaceted engineering issues.
Acted as project lead for implementing work standards, procedures, project schedules, milestones, surveys, equipment testing and troubleshooting.
Updated knowledge-based documents, procedures, training and process improvements for technicians to access nationwide.
Managed and maintained all IT business system resources, parts inventory, scheduling, overtime, budget, vehicle maintenance.
Performed on-site service, phone support, installation and upgrades on store systems, repair faulty hardware, install new stores, and refurbish closed store hardware for redeployment.
Provided disaster recovery services and a variety of custom services for Walgreens and non-retail locations.
Assisted in technical issues and managed all installations, programming and testing.
Prior experience as Chief Tech/Service Delivery Manager(9/2000 - 10/2017) for Walgreens Co., Buena Park, Ca.
Windows, iOS, Andriod, ACS, Aloha, ISS45, ServiceNow, Remedy, E-automate
Microsoft Office, Bomgard, Cisco AnyConnect, Putty, SMaRT, Remote Tech, SB Client
IBM Blade/AS-400, Cisco Routers/Switches/UTM/APs, POS, Retail Handhelds, Network Printers, Zero-Clients, Symbol, Zebra, NCR/Toshiba Self Check Out Systems, MEI, Bosch, Ademco
Cisco Networking, Avaya VOIP, Wireless Control Cisco/Aruba/Cradle Point, Intercom Systems, Nortel, Bose, Audio/Video
Education and Credentials
ITT Technical Institute, Anaheim, Ca
Electrical and Electronics Engineering (2000)
Trainings: Block Chain Essentials, Agile, Cybersecurity and Privacy, US and EU GDPR, Augmented Reality, ServiceNow, ITIL Foundations, PMP/PMI, HIPPA trained, Analytics Foundation, Watson Analytics, Cloud, Enterprise Thinking, Information Security, NCR Certified Trainer, Weights and Measures Certified