Project Manager Customer Service

Michelle Pena

**** *. ******** ******, *******, CA 91761 323 – 377 – 4915 ia0vec@r.postjobfree.com

OBJECTIVE

My objective is to contribute 8 years of experience in Information technology, as well as my MBA and MPM degree, to your organization in a project manager capacity.

PROFESSIONAL PROFILE

• Exceptional problem-solver and decision maker, with a diverse experience in LAN/WAN and VLAN.

• Ability to define and map project scope, specifications, project timeline, resources, and budget.

• Proficient in Connect Wise, Cynergy Software, and SharePoint, Quick Base

• Expertise in management reporting, inventory, and keeping track of meetings.

• Extremely computer literate performer with extensive technical proficiency covering wide range of applications and platforms. Software programs include MS Excel, MS Word, MS Project, MS Visio, MS PowerPoint, Access, and Lotus Notes.

• Experience in ordering equipment and tracking shipments.

• Extensive experience on Novell, Microsoft Server 2003, Active directory, Cisco routers, Unisys Enterprise Servers, Brocade SAN Switches and EMC equipment.

• Fluent on both written and oral Spanish

AREA OF EXPERTISE

• Project cycle

• Reporting and recording process

• Inventory

• Management Procedures

• Scheduling

• Purchasing

• Equipment ordering

• Resource allocation

PROFESSIONAL EXPERIENCE

St. Joseph Health System IT Project Manager, Anaheim (April 2010 – Present)

• Direct and manage project development from beginning to end.

• Responsible for project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

• Develop full-scale project plans and associated communications documents.

• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.

• Draft and submit budget proposals, and recommend subsequent budget changes where necessary.

• Responsible for negotiating with other department managers for the acquisition of required personnel from within the company.

• Delegate tasks and responsibilities to appropriate personnel.

• Identify and resolve issues and conflicts within the project team.

• Identify and manage project dependencies and critical path.

• Plan and schedule project timelines and milestones using appropriate tools.

• Track project milestones and deliverables.

• Develop and deliver progress reports, proposals, requirements documentation, and presentations.

Diaz L.L.C Project Manager, Jerome (August 2008 – January 2010)

• Designed company LAN network layout with the use of Visio

• Implemented and designed company Wireless network

• Designed the Store layout, arranged isles, office space, and workstation locations with the use of Visio

• Used MS Project to maintain timelines and work completion for company opening

• Created project reports using MS Project

PMO Jr. Project Manager, Verizon Business, Pasadena (February 2008 – December 2008)

• With the assistance of Operation’s Manager, I lead project plan, SOW, and managed the implementation of multiple IT projects.

• Designed the layout of the clients new Data center with the use of Visio

• Using Visio, created clients data center layout for inventory purposes

• Created Timelines and work perform reports with the use of MS project

• Maintained track of work completed by Technician based on MS Project

• Managed and monitored clients IT equipment by gathering inventories and preparing data for System Management entry.

• Reviewed all equipment orders for accuracy, ensured proper equipment inventory during and after a project implementation.

• Informed field technicians where to go

• Managed field technicians on project progress.

• Reported project status to Operation Manager.

Telecom Coordinator HISNA, Fountain Valley (April 2007 – February 2008)

• Managed day-to-day Phone administration.

• Designed sites Telecom and Network Server room using Visio

• Created Visio floor plans to present to Project manager based on sites needs

• Created and designed Wireless network, server and router locations on site with the use of Visio

• Oversaw negotiations vendors and recommend solutions for telecom devices.

• Planed and coordinated schedules for maintenance and installations.

• Prepared project plans including estimating cost and resources required for telecom department.

• Managed account payables for department.

Hardware/Cluster Engineer, Unisys, Mission Viejo (August 2006 – April 2007)

• Developed Microsoft Cluster partitions.

• Integrated and tested Unisys equipment as well as EMC equipment

• Supported complex products in a team environment.

• Worked on small time critical projects.

• Ensured that equipment and/or software were Microsoft compliant within the time frame designated by the team lead.

Technical Support, Deloitte & Touché, Los Angeles (May 2006 - August 2006)

• Troubleshoot technical issues via phone, video conferencing or face to face.

• Provide efficient and prompt customer service support to end users.

• Supported network printers, fax machines and Hardware/Software issues.

• Resolved critical clients concerns.

Helpdesk Analyst, Impac, Newport Beach (November 2005 – May 2006)

• Provided PC, software, and telecom technical support.

• Preserved user accounts and managed system monitoring.

• Maintained accounts rights and privileges files in order.

• Created and maintained department forms and documentation dealing with account security and asset information.

Technical Lead II, CKE Restaurants, Anaheim (November 2004 – November 2005)

• Supervised 10 to 15 help desk analyst.

• Monitored and scheduled analyst’s lunch and breaks.

• Monitored call value to ensure a rapid response time.

• Directed and assigned special projects to analyst.

• Held weekly meeting with the office manager to report on any office issue, analyst concerns and/or progress.

• Assisted in the training of new employees, and answered technical questions from the analyst.

Network Product Specialist D-Link, La Puente, (January 2004-October 2004)

• Installed wireless routers and wireless card.

• Installed customers LAN/WAN and WLAN equipment.

• Installed and configured small home offices.

• Trouble shoots LAN/WAN and WLAN equipment.

• Created networks, solved urgent client file transfer issue, and connectivity problems

Technician I, Nortel Networks, Raleigh, NC (January 2000 – November 2002)

• Tested, and configured the Reliability Test Modules (RTM) within the time frame elected by the manager.

• Managed the equipment test progress, and reported result to the department manager.

• Monitored and tracked the equipment from shipping to configuring, and through the testing phase to ensure timely completion.

Radio Operator USMC (July 1995-August 1999)

• Tested the working capability and frequency of radios.

• Supervised 10 to 15 military personnel of lesser rank.

• Served as a focal point of communications between other individuals utilizing radio connections.

• Held Marine Integrated Maintenance System (MIMMS) post.

• Ensured that the record files of over 1,000 pieces of communications equipment were up to date

• Maintained inventory of all communication equipment.

• Tracked all communication equipment as it progressed through the maintenance cycle.

• Purchased all replacement parts for equipment.

EDUCATION and CERTIFICATIONS

PMP Certificate, Keller Graduate School, Long Beach, CA, 2010

Master of Business administration, Keller Graduate School, Long Beach, CA, 2008

Master of Project Management, Keller Graduate School, Long Beach, CA, 2008

Bachelor of Science Network and Communication Management, Pomona, CA, 2005

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