Project Manager Technical Support

Jean-Luc Childs

Arlington, VA ***********@*****.*** 703-***-****

WORK EXPERIENCE

EglobalTech Arlington, VA

Project Manager/Coordinator February 2025 – Present

• Leads and coordinates multiple technology projects, ensuring timely deliverables and alignment with business objectives by utilizing Agile and PMP methodologies, while maintaining adaptability in a fast- paced tech environment.

• Utilizes advanced project management software tools and methodologies to track progress, mitigate technical risks, and optimize execution while providing executive administrative support to IT leadership.

• Facilitates meetings and cross-functional collaboration, leveraging strong oral, written, and electronic communication skills to align stakeholders and drive project success in the technology sector.

• Supports program management teams by conducting technical research, preparing detailed technical reports, briefings, and deliverables, and streamlining technical workflows to enhance efficiency and execution in tech-related projects.

Apple Arlington, VA

Information Technology Professional January 2024 – December 2024

• Lead IT initiatives to optimize customer-facing technology and streamline operational workflows, achieving a 15% improvement in service delivery metrics.

• Oversaw the implementation and adoption of Apple’s enterprise systems and software, aligning IT solutions with business objectives.

• Collaborated with cross-functional teams to research, test and deploy new information systems, ensuring enhanced performance and system efficiency.

• Conducted technical analysis of operational data to identify and resolve system inefficiencies, driving continuous improvement in user experience.

Apple Arlington, VA

Technical Support Expert March 2023 – January 2024

• Coordinated cross-department efforts to implement innovative IT solutions, enhancing system efficiency and reducing turnaround times by 20%.

• Delivered technical support and troubleshooting for unique software challenges, ensuring seamless operations and high customer satisfaction.

• Trained staff on advanced tools, platforms, and software systems, ensuring successful rollouts and minimizing downtime during upgrades.

• Provided management with actionable IT insights based on data analytics, improving system performance and business processes.

Apple Arlington, VA

Information Technology Specialist July 2021 – March 2023

• Provided personalized technical support to resolve software and hardware challenges, ensuring seamless experiences and high customer satisfaction.

• Guided customers in understanding and utilizing Apple’s ecosystem, tools, and software, fostering confidence and ease of use during transitions.

• Collaborated with team members to deliver tailored technology solutions that addressed customer needs, improving efficiency and enhancing workflows by 20%.

• Utilized customer feedback and data insights to recommend products and services that aligned with their goals and improved overall satisfaction.

EDUCATION

Yale University New Haven, CT

Graduate Certificate in Psychology Nature of Genius Graduation: July 2023

University of Louisville Louisville, KY

B.A. Communication

Graduation: December 2019

CERTIFICATIONS, SKILLS, INTERESTS

• Certifications: Public Trust Clearance, Google - Project Management Professional, Certified Scrum Master, Google - Cybersecurity Professional, Google IT support Professional, A+ Certification, Cat 5A Cabling Certification

• Skills: Critical Thinking, Strong Verbal and Written Communication skills, Problem solving, Customer Service, OSI Model Knowledge, Network Security, AI/ML, Experience in multiple Operating Systems (Windows, Mac, Linux), Network Architecture, Project Management, Troubleshooting, Maintain Network Infrastructure, Attention to Detail, Customer Service, Oral Communication, Design Group Policies, System Recovery

• Interests: Technology, Football, Baseball, Basketball, Fashion, Philosophy, Cars, Cooking, Home Design, Architecture, Dogs

Contact this candidate