Project Manager / Workforce Manager

**** ******** **** · Sachse TX ***** · Ph: 214-***-**** · Email: ***********@******.***

PROFESSIONAL OBJECTIVE

To obtain a rewarding position with a thriving organization where my education and work experience will have valuable application.

PROFESSIONAL EMPLOYMENT EXPERIENCE

Might Deployment Solutions Minneapolis MN/Dallas TX Senior IT Project Manager March 2016 – Present

• Consistently manage multiple large-scale projects from inception to closure to include effectively planning, executing, & closing to achieve program-level objectives & organizational level initiatives with special emphasis

& expertise in subcontracting & managing IT professionals doing a variety of jobs such as: break/fix, site surveys, installations and de-installations of POS equipment, Printers, Digital Signage, Copiers, Cabling, and more.

• Calculate projected project costs for new projects and developed bids to contract the projects

• Manage the CRM process including but not limited to new contracts, billing, customer contact, issues, and resolutions.

• Manage the change management directive in reference to new and ongoing processes & procedures

• Maintain regular ongoing communication with all clients under my supervision on a regular basis

• Responsible for maintaining and improving P&L and Contribution Margins for all assigned clients/projects

• Handle escalations varying from payment disputes to equipment damage claims from clients.

• Assist in testing of new product enhancements as needed Core Competencies:

• Strategic Planning

• Field Deployment

• Program & Project Management

• Workforce Management

• Procurement Support

• Resource Management & Staff Augmentation

• Supply Chain Solutions

FieldSolutions / Field Nation Dallas TX

Senior IT Project Mgr / Operations Mgr – Reactive Services July 2014 – February 2016

• Maintained multiple client accounts by managing the sourcing of qualified, experienced techs for multiple projects nationwide & abroad while consistently complying with all client SLA’s, deadlines, and requests

• Managed large scale “Break/Fix” projects from beginning to end, ensuring that all parameters of the project are followed and client is satisfied with end result.

• Managed a project team of between 4-10 Service Delivery Coordinators and Project Coordinators including Time

& Attendance, Vacation, Hiring, Firing, Reviews, Raises, Promotions, Delegation, etc.

• Maintained communications with the client’s PMO & management team as to the status of the project.

• Handled all issues and complications that arose with the project in a cost effective and timely manner.

• Assisted with incoming, outgoing calls and scheduling within each project FieldSolutions (continued) Minnetonka, MN

Program Manager – Service Applications & Strategic Solutions January 2014 – July 2014 Company liaison between service vendors and internal PMO. Duties included but were not limited to the following:

• Coordinated/negotiated pricing for various services/vendors in different or challenging service locations

• Managed/supported all service applications on the FieldSolutions platform

• Provided support to existing clients and possible new clients on proprietary service applications

• Responsible for having regular ongoing communication with all vendors to offer support and resolve any issues

• Involved in the development of our site to help determine new deployments for our platform/website over the course of the coming years.

• Assisted with testing new site deployments for bugs and for fixes that are needed IT Project Manager – Managed Deployments January 2011 – January 2014

• Maintained multiple client accounts by managing the sourcing of qualified, experienced techs for multiple projects nationwide & abroad while consistently complying with all client SLA’s, deadlines, and requests

• Managed large scale client rollout projects from beginning to end, ensuring that all parameters of the project are followed and client is satisfied with end result.

• Set up all new client accounts in the system.

• Provided support to new client accounts to manage work orders, projects, training and other issues

• Hired, trained and managed from 1-50 temporary Field Engineers on a daily basis.

• Managed a project team of between 4-10 Service Delivery Coordinators and Project Coordinators including Time

& Attendance, Vacation, Hiring, Firing, Reviews, Raises, Promotions, Delegation, etc.

• Created and handled logistics of projects from start to finish.

• Maintained communications with the client’s PMO & management team as to the status of the project.

• Handled all issues and complications that arose with the project in a cost effective and timely manner.

• Assisted with incoming, outgoing calls and scheduling within each project. Client Service Manager September 2008 – January 2011

• Managed multiple client accounts at any given time.

• Managed multiple Service Delivery Coordinators & Project Coordinators on a regular basis and was responsible for ensuring that they were effectively handling all associated duties

• Responsible for outcome of all projects and profits for all assigned clients.

• Analyzed and tracked monthly P&L reports.

• Created and effectively managed project budgets.

• Calculated project costs for new projects and developed bids to contract the jobs.

• Created and handled logistics of projects from start to finish.

• Handled all escalations and issues from client end regarding project status, technicians, pay disputes, and other various items.

Texas Instruments Incorporated, Central Help Desk Plano TX Knowledge Base Administrator / IT Project Manager September 2006 – September 2008 Planned, coordinated, developed, updated, managed and maintained knowledge base applications for internal System Support Analysts to utilize at the direction of and in conjunction with the Central Help Desk and the Knowledge Management Team. Major duties and responsibilities included but were not limited to the following:

• Managed the development, organization, and publication of resource information in the on-line reference tool

(knowledge base) that serves as the primary support tool for Systems Support Analysts in a technical help desk environment.

• Used industry best practices to lead design and development of knowledge base structure and user interface for both customer-facing, self-help, online knowledge base(s) and agent-facing, internal troubleshooting knowledge base(s).

• Made recommendations on content structure, information architecture, develop business requirements and solution specifications for content and collaboration systems

• Responsible for interfacing between Operations Management, Training, Quality Assurance teams, and end users concerning system and content issues to ensure that technology and content designs meet user needs.

• Worked with project managers to create project plans for knowledge base development and ensure major milestones are completed on time and within budget.

• Worked with members of the interactive systems team and third-party consultants to leverage existing tools within different departmental knowledge bases and integrate such tools with the main knowledge base content.

• Participated in development of custom reports on usage and effectiveness of knowledge bases and produce and distribute reports to appropriate parties on a monthly basis.

• Assisted in administration of knowledge base server software and user management for contributors.

• Researched and recommended upgrades to knowledge base software, assist in planning for and implementation of upgrades to the knowledge base.

• Managed the design and development of the Customer Operations Knowledge Base Homepage portal which includes the following:

o Ensured database style is adhered to and documentation is consistent with existing content. o Responded to database feedback, following up with content owners

• Designed, developed, and published communication, job aids, and learning tools to meet performance needs of customer operations and support personnel

Fujitsu Transaction Solutions Frisco TX

Team Lead – Flexible Resources January 2006 – August 2006

• Managed daily operations for team of 5-8 call coordinators including monitoring of attendance, punctuality, & quality.

• Facilitated the training and development of office staff to meet efficiency and quality standards

• Worked with management to meet service level objectives

• Processed and approved timecards on a weekly basis

• Prepared daily schedules in MS Excel from statistical data to provide efficient staffing in order to meet workload

• Formatted statistical reports for upper management through use of MS Excel with data extractions from Astea and other software applications

• Promoted to TEAM LEAD in January 2006 for 6 months outstanding service as Resource Coordinator

• Awarded EXCELLENCE AWARD for outstanding accomplishments for 2nd quarter 2006 Fujitsu Transaction Solutions (continued)

Resource Coordinator – Flexible Resources June 2005 – January 2006

• Effectively managed field service IT technicians who performed technical support/repair/maintenance on retail POS terminals

• Provided telephone advice and support to end users of IT applications in line with contractual arrangements, while consistently delivering outstanding customer service.

• Researched and solved service problems while insuring complete customer satisfaction and exemplary service.

• Assigned & paged service calls to field operations technicians via computerized dispatch system

• Operated call distribution/call routing system in an efficient manner to minimize end-user downtime

• Set expectations of end users in accordance with contractual agreements

• Delivered superior service in accordance with contractual agreements

• Consistently met or exceeded quality, efficiency, & attendance standards as set forth by company policy

• Dispatched technicians to service calls to meet or exceed service level agreements ExxonMobil Corporation, North American Support Center Dallas TX Team Lead – Workforce Management April 2001 – May 2005

• Promoted to this position after 2.5 months outstanding service as Help Desk Agent – Tier 1

• Supervised a team of 6 employees who performed schedule adherence regulation for the corporate help desk

• Responsible for scheduling over 150 technical help desk agents covering 24 X 7 shifts for central helpdesk for all ExxonMobil North American worksites

• Scheduled employees to maximize efficiency by constant monitoring of call handle times, call abandonment percentage, corporate service levels, and productivity standards through use of MS Excel & data extractions from MS Access & CentreVu

• Developed and implemented training sessions for new hires and facilitated new employee orientation

• Approved/Disapproved vacation schedules and all requests for time off

• Maintained attendance records, attendance policy, and performed necessary disciplinary actions for attendance policy violators through use of custom developed, advanced, MS Excel spreadsheet

• Functioned as liaison to facilitate communication between help desk agents and upper management

• Awarded SPOTLIGHT EXCELLENCE AWARD for outstanding service – 3rd quarter 2002 Help Desk Agent – Tier 1 February 2001 – April 2001

• Provided level one technical support to over 35,000 corporate end-users on multiple platforms and software packages including AS400, Windows 98, Windows NT, Windows 2000, Windows XP, Lotus Notes, SAP, and various Mainframe applications

• Duties included advanced troubleshooting to maintain an excellent resolution rate to the corporate end-user

• Consistently demonstrated proficiency in computer, telephone, printer, fax, and scanner hardware operation and troubleshooting

EDUCATION

Crosswind Project Management School Carrollton TX

PMI Project Management Training Spring 2010

Stephen F Austin State University Nacogdoches TX

Major: Business Administration Jun 1993 - Dec 1995

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