IT Project Manager, Problem Manager, Helpdesk Manager

WILLIAM COCKERHAM

**** ******* *****, *** ******, TX 75056

214-***-**** | *********@**.**.***

OBJECTIVE

Project Management consultant with 15 years of enterprise / IT technical project planning and implementation experience seeks a position fully utilizing strong customer service attitude, exceptional organizational ability and communication skills.

PROFILE

­ Exceptional customer service skills with over 15 years of experience in the Enterprise IT environment.

­ 15 years experience in Call center and Data center migrations. Experienced with ACD systems, VoIP, Telephony, CRM, IVR and Workforce management.

­ Knowledge of formal project management methodologies (People, Process, Information, and Technology) and the Project Management Lifecycle

­ Proficient in defining requirements, project specifications, measuring and reporting on client metrics.

­ Seasoned professional, with outstanding project planning, execution, monitoring and resource balancing skills with ability to support multiple simultaneous projects in a matrix organizational structure utilizing the Agile project management method.

­ Excel at communicating with stakeholders to provide accurate reporting and information regarding the ongoing projects and initiatives.

­ Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of timeline and IT project deliverables.

­ Effective at training, motivating and mentoring onsite and offshore junior managers, engineers, developers and technicians.

PROFESSIONAL EXPERIENCE

Cadbury, Plano, Texas (February 2009 – July 2009)

Project Manager – Global Help Desk Deployments

­ As a Project Manager successfully deployed a new Call Center servicing all of the Americas.

­ Prepared project plans, including project scope and objectives, scope definition, deliverables, and project schedules, defines project activities and estimates effort to meet project goals and objectives.

­ Responsible for managing multi-million dollar budget with charges occurring in several currencies.

­ Work extensively with vendor (BT) to provision toll free numbers throughout the Americas.

­ Identified and scheduled project deliverables, milestones, and required tasks.

­ Create and Maintain Project Plan and track / approve hours using MS Project Web Access.

­ Provide weekly status to management / Leader of monthly presentation to Steering Committee.

Electronic Data Systems, Plano, TX (July 2007 – January 2009)

Infrastructure Specialist / US SOE Problem Manager

­ Authored Problem Management documentation to meet SLA’s and ensure high-level of customer satisfaction.

­ Leader of daily Problem Management meeting which resulted in an improvement from 70 to 96% of SLA.

­ Strong understanding of network infrastructure environment (LAN/WAN/WLAN) supporting Windows 2000/XP Pro/Vista and Windows 2003/2007in an enterprise environment including installation and configuration. Strong customer management skills.

­ Trained global personnel on Problem Management and ITIL functional roles, thus increasing SLA metrics.

First American Financial / ITC, Dallas, TX (March 2007 – July 2007)

Hardware Analyst

­ Managed hardware in the Dallas Data Center. Installs and de-installs servers, switches and routers. Cable pulls (copper and fiber) to connect new hardware. Worked with management to insure that the hardware and cable inventory were accurate and up to date. Supported 2500+ servers and tracked work through a ticketing system.

­ Key player in data center move from Dallas to Southlake

Team-Excel – Parkland Hospital, Dallas, TX (November 2006 – March 2007)

Systems Administrator

­ Team leader in a Windows XP refresh of 2000 NT 4.0 & Windows 2000 desktops.

­ Demonstrates the ability to work and communicate with various levels of nurses, doctors, administrative personnel and management throughout the various locations of the Parkland Hospital district

­ Excellent in identifying, troubleshooting, and solving network or computer related problems

Electronic Data Systems – Plano, TX (September 1994 – October 2006)

Business Systems Analyst – Federal Reserve Bank Account

­ Monitored website performance via BMC End-to-End in order to meet or exceed SLA requirements

­ Managed/completed a project for joining laptops to the EDS domain remotely

­ Implemented Credent encryption software on all account laptops

­ Technical Liaison between client and EDS for Account metrics and SLA management

­ Obtained an updated US Treasury security clearance in June 2006

Advanced Systems Administrator – MCI Account

­ Supported Desktop Technical Requirements for the client

­ Fostered working relations with external client (Verizon)

­ Installed and upgraded SUN servers at client’s data center in Richardson

­ Provided remote and on-site assistance with Sun Solaris Software upgrades

­ Provided internal support to team and management as needed

Advanced Systems Administrator – Executive Support Team

­ Team Lead for a helpdesk that was tasked with providing support for the top 270 EDS executives on a 24 x 7 basis providing 15 minute response, managing a 1.2M budget

­ Desktop, Wireless, LAN, VPN and Blackberry configuration / support

­ Supervised a team of Tier-2 Support Engineers to ensure organizational and team goals were attained, escalated issues to appropriate groups as needed

­ SME on Remedy and Peregrine ticketing systems

­ Managed ACD call system, ran reports and provided metrics to management on a monthly basis

­ Supported Board of Directors meetings with LAN / Desktop issues

Contract LAN Administrator, Dallas, TX (April 1992 – September 1994)

Systems Administrator

­ Desktop and LAN support for 2000 users at EDS main headquarters building

­ Spearheaded the redesign at Nations Bank of MS Mail system with OS/2 Gateways and Frame Relay service to enhance the mail delivery time from 45 minutes to 3 minutes

­ Managed a Token Ring network for Epic Healthcare utilizing HP Openview

­ Migrated users from Token Ring to Ethernet at Hunt Oil. Supported 450+ users and 5 servers

EDUCATION AND TRAINING

­ East Jefferson, H.S. Metairie, LA ­ Security Awareness Training

­ Electronics Training US Army (Secure Voice Communications) ­ Customer Service Training + 30 vendor schools while performing Field Engineering Support

­ ITIL Foundations Training ­ Windows 98/2000/NT/XP/2003 Training

­ Novell 3.x Training Richardson, TX ­ TSM / Tivoli Training

­ Windows 2000 Server Training ­ Remedy Training

­ IT Service Management Service Delivery Training ­ Peregrine 6.x Training

­ Project Management Training ­ RSA Token Authentication Training

­ SharePoint 2007 Training ­ MS Project Web Access Training

CORE COMPETENCIES

­ Project Management

­ Problem Management

­ Staff Training & Development

­ Client Relations & Negotiations

­ IT Service Management ­ Budget/Financial Management

­ Problem mitigation

­ Recruiting, training and supervising a technical staff

­ Executive level management support

­ Operations Management

COMPUTER SKILLS

­ Citrix

­ SAP

­ Lotus Notes

­ VPN

­ MS Office 2003 / 2007 Professional ­ Remedy & Peregrine ticketing systems

­ Windows 2000/NT/XP/2003

­ MS Project Professional

­ Project Web Access

­ MS SharePoint 2007

CERTIFICATIONS

­ ITIL Foundations Certification

­ Microsoft MCP (Windows 98/2000)

­ Novell Certified Administrator

PROJECTS

Migrated the Unisys helpdesk into an internal helpdesk for Cadbury Schweppes saving the client $800k per year

Acted as the data center manager / project manager for First American during their move from Dallas to Westlake

Team Lead for a desktop refresh project at Parkland hospital, replacing workstations with minimal disruption

Completed a laptop encryption project on time for the EDS account at the Federal Reserve Bank, Dallas

Team Leader / Project Manager for Executive Support migrated users to active directory domain at EDS

Completed a global project for secure mail encryption while acting as EDS Executive Support Team Lead

Managed a project to upgrade EDS Executive’s Novell server which ran for 4 years with a 99.9% uptime

Project Manager for the consolidation of several Novell servers into a new 5.x server for Moore North America

Project manager for a secure network segment supporting EDS Board of Directors

Managed 30+ Projects in the last 15 years for several large corporations

Completed a token ring to Ethernet conversion for Hunt Oil

Completed a mail system reconfiguration project for Nations Bank reducing email delivery time to 3 minutes

US ARMY

Vietnam Era Veteran, Trained in Secure Voice Communications repair, Stationed in W. Germany

Brought Battalion’s communications system back online shortly after arriving, promoted several times

Received Army Commendation Medal for my work, final job was Military Intelligence Specialist

Honorable Discharge, Army Commendation Medal, Offered West Point and Warrant Officer Schools

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