Darrell T. Palmer

***** ******** **. ************, ** 33592 – 813-***-**** –adman8@r.postjobfree.com

Project management/CONSTRUCTION PROJECT MANAGEMENT/Sr. Network Support Specialist/Call Center Management

Project & Program Management

Team Leadership & Management

Customer Service, Retention, and Satisfaction

Sales & Negotiation

Account Management

Call Center Management

Contract Negotiation

Team oriented Project Manager effective in leading and directing construction projects from inception through commissioning and close out. Experienced repeated success in completing construction projects, directing project plans and achieving successful safety, cost and schedule performance targets.

Analytical, results-driven, and highly adaptable professional with extensive experience in leading, supervising and managing teams while improving quality and efficiency.

Accomplished communicator and collaborator trained in building and strengthening relationships across functions to drive cohesive, strategic, and productive operations.

Career Progression

ewi construction. Tampa, FL

Assistant Project Manager/Project Engineer

GC Specialized in new Commercial and Estate Homes Construction Projects.

PROJECTS : University of Tampa Ferman Arts Center ($50 ML) Project.

Task Includes : See Project Management role below.

PARDUE MASONRY INC. Tampa, FL

Project Manager

Specialized in new Commercial Concrete, Masonry and Tilt Wall projects. Design-Assist Structural concrete formwork and concrete frame.

PROJECTS : Gannon University New Academic Bldg – Home2Suites – TIA Airside F – SPP District Cooling Station-Ulmerton U-Storage-Lake land Police Department-Tampa Maid Ice-Walk On Restaurant-Med Express Urgent Care Center-TIA Reclaim LTPG Levels 1& 2 – Embarc Collective-Chain Of Lakes Fieldhouse Complex-Dade City Lobby Renovation Advent Health.

Task Includes : See Project Management role below.

RESTOCON CORPORATION Tampa, FL

Project Manager

Specialty Construction firm. Specializing in Concrete Restoration and Waterproofing projects. (Concrete Floor Covering – Post Tension Cable-Carbon Fiber-Expansion Joints-Structural Repair & Strengthening-Fire Proofing & Sealants-)

PROJECTS : TIA Economy Lev 6 Garage – TIA Long Term 1& 2 Garage -Port of Tampa Garage-USF Laurel Drive Garage- Valdosta State University Garage-OLD CITY HALL TAMPA Historic Renovation-Citrus Park Mall Garage-TIA Short Term Garage Lev 7- 201 E Kennedy Garage

Task Includes : See Project Management role below.

PROJECT MANAGEMENT ROLE :

Effectively managed teams of 2-8 people per project while managing 8+ projects simultaneously.

Successfully managed projects with budgets totaling $10.5 MM per year while effectively minimizing change orders to meet the original project scope.

Prepared monthly pay applications for payment and submitted them to general contractor or owner.

Earned recognition as Top Division (Tampa) in sales for a 1.5 years during tenure due to strong performance

Provide Weekly & Monthly updates to owners and management with detailed progress reports as well as before and after pictures of completed work items.

Oversee construction management, monthly draws, budgeting, scheduling, safety oversight, scope development and contract administration

Responsible for all RFI’s, Proposal Request, Change Proposals, Purchase Orders,Submittals and Change Order processing.

Ability to delegate contractors and on-site staff in diverse and sometimes unfavorable work conditions by making critical decisions when needed to avoid project setbacks.

Responsible for project from buyout to close-out including hiring sub-contractors, project meetings, scheduling, problem solving.

Supervised Superintendents, Sub Contractors, and related trades to enable team driven, goal oriented results. Interpreted construction blueprints, plans to ensure official code compliance and design performance.

AT&T CORPORATION Tampa, FL

Senior Network Support Specialist (RGCSC)

Principal strategist and visionary for IT processes.

Direct concurrent technology problem-solving with layer 1 IP Telco data circuits, WAPS, and Ethernet networks.

Oversee and optimize Restricted GCSC Network Technical Support for large clients

Integral participant in cross-functional troubleshooting of complex systems, software, applications and programs; and the delivery of recommendations for solutions and improvement.

Deliver elite customer service through problem assessment, prompt determination of corrective action and comprehensive follow up.

Provided first-class customer service, and supports large-scale networks in a NOC environment

Strong grasps of current technologies including, but not limited to, Advanced IP Routing, Switching, VoIP, MPLS, and VPLS.

Life Cycle Delivery Assurance Manager (LDAM) and Technical Account Manager

Managed the Account Managers team. Responsible for Total Account Management and assigning key accounts to representatives based on complexity, contract value and the organization’s business units.

Focused on contract renewal, resulting in an average of 20% revenue increase across the assigned accounts.

Responsible for customers billing disputes, making billing adjustments, and ensuring customer satisfaction, while maintaining revenue and decreasing loss in productivity.

Responsible for monitoring and training of new LDAM representatives and performed peer reviews.

Lead initiatives for increasing customer satisfaction, retention, and company branding which resulted in 20% increases in revenue.

Ran all aspects of Technical Project and Program Management of assigned accounts; provided technical support for company products and services while minimizing customer escalations.

Support Field Sales Team Members in providing quotes, proposals, contract, and data-gathering requirements.

Project Managed site Migrations – Onboarding – Disconnections.

IBM CORPORATION Tampa, FL

IBM Global Network Support Center Manager/Staff Manager

Lead a staff of 24. Responsibility included but not limited to, scheduling, mentoring and team performance evaluations.

Conducted monthly Call Center performance reviews to ensure compliance with set call matrix.

Provide advice and training to end-users. Troubleshoot and resolve complex network related problems.

International Escalation Manager, handling all escalations for Domestic and International customers.

Responsible for providing resolution root cause analysis to complex networking problems.

Senior Customer Service Coordinator/Floor Manager

Lead member responsible for the daily operations dealing with issues and procedures assuring quality control of the IBM Technical Support Center.

Coordinated and administered training programs for new Customer Service Representatives and maintained records to ensure efficient operations of training programs.

Key member in the development and implementation of an artificial intelligence database which led to a 25% decrease in the work load for the Technical Program Representatives.

Received IBM’s 100 % Responsiveness Award. Increasing index from 80% within two years.

Implemented new training program for the Customer Service Coordinators which led to a 30 % Reduction in the workload.

Education and Certifications

CARTHAGE COLLEGE, Kenosha, WI

Bachelor of Arts, Business Administration

Technical Proficiencies and Expertise

Sage – ProCore - Xactime-Project Scheduling-Intro to Blue Print Reading, AIA Documents.

MS Office Products and Windows Applications- Foundation of IP Networking - Cisco Router Configuration, Cisco Switches & Bridges - MDNS Network Services, SNA Network Services - LAN/(TCP/IP), Remote Access, IPSEC - Firewall Support, VPN Support, Managed Router Support -

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