Manager Software
Resume:
Charles D. White
**********@*****.***
www.linkedin.com/in/cdwhite001
Education:
Georgia State University, Robinson College of Business, Atlanta, GA August 2012 – May 2017
Bachelor of Business Administration, Computer Information Systems
GPA: 3.6
Skills:
3+ years Project Management experience
5 years in direct report management experience
Proficient in: Microsoft Office Suite (including MS Project), SharePoint, Remote Desktop/Virtualization, SolarWinds, Avaya softphone, ServiceNOW, Splunk, Breeze, Active Roles, Multi-Factor Authentication (MFA), McAfee, and PowerBI.
Currently licensed to sell property and casualty insurance in the state of Georgia.
Currently Licensed to sell Life, health, and sickness insurance in the state of Georgia.
Membership:
Vice-President of Membership, Association for Information Systems (AIS GSU Chapter) 2015 – 2016
National Society of Leadership and Success 2015 - Present
Professional Experience:
InComm 2017-2020
Project Manager
Maintained resource allocation over multiple concurrent projects.
Balanced plans weekly to verify resources are not overallocated.
Planned meetings with teams to address roadblocks for projects and to verify tasks were on schedule.
InComm 2015-2016
IT Operations Technician, Level II
Monitored outages through tools such as Splunk and work towards a resolution with support teams.
Manage ticket queue through Service-NOW and reset VPN tokens for employees to gain access to the VPN while off site through Active Roles.
Worked on IT projects for the IT Operations Center.
Created training documentation for tools to use in the IT Operations Center.
Best Buy 2012- 2016
Call Center Escalations Supervisor
Collaborate with team leadership to resolve issues on a per client basis.
Work remotely to manage calls regarding refund checks, product recalls, client complaints, and product warranty repairs. Calling customers back to resolve larger issues.
Troubleshoot repairs over the phone for internal employees working remotely.
Manage a team of 15-20 direct reports remotely to form a knowledge network for issues. Responsible for hiring and training of new resources, as well as development of talent.
Best Buy 2007-2020
Geek Squad Agent/sales
●Perform hardware upgrades and replacement of defective computer components.
●Perform software upgrades on computers that are checked in, recommend services for clients, and resolving hardware or software issues.
●Educating customers on safe internet use and security software, training new employees and associates on updates to operating systems and software developments.
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