IT Project Manager, or Project Coordinator, or Junior Analyst

Adelino Barbosa

*******.*********@*****.*** 617-***-**** Boston, MA linkedin.com/in/adelinobarbosa/

Summary

Results-Driven IT Project Manager with vast experience in Project Management, Customer Support and Technical Team Management, at highly structured production environments and at fast paced Start-Ups.

Proficient at managing project teams of up to 30 local and global members, leading multiple concurrent projects, meeting product deadlines and quality metrics. Skilled at communicating with all levels of stakeholders within the organization and with outside vendors and contractors.

Technical Skills

●PMP Certification, Microsoft Azure Fundamentals certification, and Network Admin classroom training.

●Online Collaboration Platforms and Data Analysis Applications: Microsoft Office Suite, Google Suite, MS Teams, SharePoint, Smartsheet, MS Project, O365, Zoom, MS Excel, Salesforce, JIRA, Planview and ServiceNow.

●SDLC & SQA experience, SQL queries experience, Cloud Computing & Hybrid Clouds knowledge. EMC/Dell Storage Technologies, NAS & SAN Storage, Data Center Operations & related technologies.

Experience

Consultant - Customer Support Representative (CSR) / Temporary Mar 2024 – Oct 2024

Imprivata Inc., Waltham, MA

Provided first contact technical assistance and support for new or existing customer cases in Salesforce, using existing knowledge base articles and documentation, for a mix of up to 50 tickets/cases.

Triaged up to 20 customer issues via phone, resolving them immediately or via escalation to Level 2 support.

Tested (Features, GUI, Documentation) 2 newly developed internal applications, designed to automated case resolution, customer communications and other repetitive tasks. This involved close collaboration 3 developers, my manager and other team members.

Ran functionality tests, provided real time feedback on features, and wording/language to be used in the GUI and in the automated customer emails, resulting in at least a 30% improvement in time to ‘first touch’ and case resolution times.

Reviewed and updated ‘How-To’ procedures and reference documentation used by the support team.

Empathized, advocated for, and maintained positive working relationships with customers. Promptly responded to customer queries and recorded pertinent contact information to our internal call tracking system.

Project Manager Jan 2022 – Jan 2023

Alkermes Inc., Waltham, MA

Reported directly to the PMO office, and managed up to 5 concurrent projects, with up to 30 team members, comprised of internal stakeholders, external vendors, plus contractors performing work on our behalf.

Managed the critical Backup Infrastructure Migration project, to migrate the company’s entire corporate backup infrastructure from legacy backup applications to a SaaS based solution (Rubrik). This involved over 800 physical and virtual servers/clients/nodes, across 5 geographically dispersed sites in the US and Ireland.

Examined, verified and, when needed, updated purchase orders, change orders and invoices, to ensure adherence to agreement terms and worked closely with accounts payable to ensure timely invoice payments for multiple projects.

Used multiple documentation and contract management tools such as Veeva Vault, Veeva Document Management System (DMS), Agiloft Contract Portal to confirm compliance with, and adherence to, project deliverables.

Created and maintained project artifacts (project plan, communication plan, scope, WBS, project schedule schedule), with Microsoft Office suite, MS Project, Google Suite, Smartsheet and Planview Enterprise One.

Created a dashboard to easily identify, track, and report on the On-prem physical vs. virtual servers/clients and on the Off-prem cloud-based (AWS/AZURE) clients, using MS Excel.

Managed the Core Network & Voice Infrastructure project, which involved major upgrades and modernization, to the Cisco network and voice infrastructure at the company’s primary site, plus 2 smaller satellite sites.

Conducted risk assessment and mitigation, created and published meeting notes, assigned and tracked action items. Maintained RAID logs up to date and in sync with Planview Enterprise One.

Senior IT Project Manager Feb 2020 – Feb 2021

Harvard University, Cambridge, MA

Successfully led and drove to completion the FAS UNIX Decommissioning project, which necessitated cross-group collaboration and resource orchestration, collaborative decision making and very precise written communication.

Leveraged previous customer service experience, and volunteered to help the Collaboration Services Team in resolving ServiceNow (SNOW) support tickets for Zoom and Dropbox during peak times or when they were short staffed.

Received and triaged customer issues, via SNOW, phone, email and/or chat services resolving them immediately or via escalation to Level 2 support.

Led project meetings with project teams, comprised of intra-departmental members, and external stakeholders/groups.

Defined meeting agendas, coordinated preparation of content, created & published meeting notes and action items.

Designed and maintained project artifacts (dashboards, project plan, communication plan, scope), tracked progress, and reported status of concurrent projects to groups and stakeholders at all levels.

Senior Engineering Partner Manager Apr 2018 – Sep 2019

Red Hat, Westford, MA

Worked with up to 10 strategic Red Hat ecosystem business partners, on Red Hat Virtualization (RHV), to coordinate planning, scheduling, and technical roadmaps, in an ongoing effort to ensure proper support in complex ecosystems.

Maintained technical working knowledge of my partners' product offerings, product designs, and their roadmaps.

Kept current and well versed on all of Red Hat’s product offerings and solutions, inclusive of Cloud Computing, OpenShift, RHEL, Hybrid Clouds, Cloud-native applications/offerings.

Followed through on all engineering escalations around feature requests, exception requests, or mutual customer issues.

Software Quality Assurance Manager May 2011 – Jan 2016

EMC Corporation, Hopkinton, MA

Collaborated with Directors of 3 separate teams (Software Development, Documentation, and Software Quality Assurance) to gain/secure approval for a project to standardize on one of 3 bug tracking systems.

Performed all Project management functions for up to 5 concurrent software releases, resolving resource contentions, providing course corrections, and bringing the multiple projects to completion.

Managed team of 10 geographically dispersed SQA engineers, providing ongoing supervision, training and guidance.

Contributed to building product roadmaps, strategy, and project definition by participating in cross-functional planning meetings with senior management, development teams, product managers and other stakeholders.

Education

Bachelor of Science, Electrical Engineering Boston University, Boston, MA

Certification

PMP Certified Project Management Institute

Microsoft Certified: Azure Fundamentals Microsoft Corporation

Network Administration Advanced Training Certificate NTAi, Malden, MA

Languages

Fluent in Portuguese and Cape Verdean Creole

Conversant in Spanish

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