Project Manager

WILLIAM DOBBS

San Diego State University – B.S. Kinesiology 2001

Coursera - PMP In Progress

WORK EXPERIENCE

Help Desk Specialist II Mitchell International San Diego, CA (Jun 2012 – Jan 2014) Provided technical support for software, hardware, and network issues, ensuring quick resolution of Level I, II, and III support tickets.

Trained end-users on best practices for software applications, leading to a 40% reduction in recurring issues.

Collaborated with development and network teams to recreate and troubleshoot complex issues, ensuring long-term solutions.

Provided remote and in-person technical assistance, maintaining a 75% increase in positive customer feedback.

Technical Support Manager MindTouch San Diego, CA(Jan 2014 – Jun 2015) Led a team of 15 help desk specialists, ensuring high-quality IT service delivery and efficient operations.

Developed and implemented SOPs and training programs for internal staff and external clients, improving consistency and productivity.

Maintained an 88% Net Promoter Score (NPS) by streamlining customer communication and issue resolution processes.

Served as the primary escalation point for technical issues, ensuring swift and effective problem resolution.

Enhanced cross-departmental collaboration, working closely with engineering and account teams to improve product support.

Optimized support workflows, reducing response times and increasing customer satisfaction Implementation Engineer/Project Manager MindTouch San Diego, CA Jan 2015 – Feb 2021 Led customer success and account optimization, ensuring high retention and growth through strategic engagement.

Managed multiple simultaneous projects, balancing resources, timelines, and budgets effectively. Facilitated collaboration across departments, streamlining project execution and service delivery. Identified growth opportunities, optimizing account utilization and budget allocation. SUMMARY

Results-driven IT Project & Account Manager with 12+ years of experience in Managed Services Providers (MSP) and Software as a Service (SaaS) industries. Proven track record in delivering complex projects, leading cross-functional teams, and optimizing service operations. Adept at stakeholder management, customer retention, and process improvement, consistently enhancing efficiency and customer satisfaction. Experienced in Agile, Scrum, risk assessment, and technical support leadership. Chula Vista, California, United States

*******@*****.*** 619-***-****

LinkedIn Profile

System Administrator Sony Electronics San Diego, CA (Jan 2003 – Dec 2008) Laptop/Desktop Hardware Assembling, Repairing & Troubleshooting Installed, Configuration, Troubleshoot various OS like Window/Linus/Apple Mac OX Troubleshooting all kinds of issues related to Clients Software's, Hardware Device's, Driver's, Networks, Printers, & Cables.

Office Manger/Sys Admin SOAP MAT San Diego, CA (Jan 2008 – Jun 2012) Managed all aspects of daily office operations, including patient scheduling, registration, and insurance verification.

Implemented and maintained a new Electronic Health Record (EHR) system. Managed all aspects of medical billing and coding, ensuring accurate and timely reimbursement. Maintained compliance with HIPAA and other relevant regulations. EDUCATION

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