Project Manager Customer Service

BRIEN KEOGH

908-***-****

**********@*****.***

http://www.linkedin.com/in/brienkeogh

• Dedicated leader with 10+ years of experience in customer service in a fortune 100 pharmaceutical company, experience focused on Project Management, Technical Support, eDiscovery Methodology and Computer Forensic Investigations while using critical thinking/problem solving skills.

• Respected and trusted leader of customer focused teams committed to outstanding service and achieving high customer satisfaction ratings by being able to turn around underperforming operations, leading by example and ensuring the execution of all safety, security and operations policies. The eDiscovery team received and processed over 2200 collection requests in 2007 saving the company an estimated forty five billion dollars.

Professional Experience

Homes for Humanity Present

Building homes to improve the lives of families needing decent housing.

• Working on carpentry, plumbing and siding projects.

MERCK & Co. Rahway, NJ 2001 – 2008

e-Discovery Project Manager:

• Hired, supervised and directed 30+ contractors engaged in special project work, facilitating immediate training, and productivity, ensuring compliance with company procedures of all new hires.

• Supervised collections to ensure that 80% of requests were completed or followed up on within the SLA (Service Level Agreement): Emergency 1.5 days Urgent 3 days Standard 5 days.

• Developed plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.

• Reviewed technical manuals, client databases, SOP’s (Standard Operating Procedures) and SLC (Systems Life Cycle) to ensure accuracy and compliance during audits.

• Conferred with Security/Legal and Desktop to discuss issues containing to data access needs, security violations and programming changes.

• Liaison between Merck’s management and approved vendors for any issues with contractor’s performance.

• Maintained accurate inventory/resource budget in EZ-Buy and Excel to provide monthly reports to management.

• Performed backup of team’s servers to tape to safeguard information.

• Performed risk assessments and execute tests of data processing system to ensure functioning of data processing activities and security measures.

• Inspected performance of computer systems and researched new technology to establish requirements for new systems or modifications to improve processes by upgrading hardware/software as needed to maintain the group’s 125+ computers and laptops.

• Collaborated with Merck Global Security to perform computer forensic investigations on pursuing any corrective action, litigation or proof of guilt based on digital evidence.

• Reviewed violations of computer security procedures and discuss procedures with violators to ensure violations were not repeated.

Desktop Support Analyst:

• Conducted computer diagnostics to investigate and resolve problems of hardware and software issues to MRL (Merck Research Labs) office/lab client base,

• Maintained a project vision and strategy by evaluating technical specifications and recommend hardware and software solutions to retain e-data on DVD with estimated savings to company of $222,551.00 per year.

• Facilitator during acquisition of Aton in Tarrytown NY, configuring and deploying PCs with the Merck’s image while retaining e-data according to data retention policy.

• Maintained Rahway’s MRL capital supply, implemented procedures to improve management of divisional computer assets by introducing bar code technology for auditing inventory and tracking assets to a central database.

• Conducted updated virus patch deployments to the labs non-standard environment to protect computer equipment from viruses.

• Monitor use of data files and regulate access to safeguard information in computer files.

Workstation Deployment Team Lead:

• Liaison between Merck and Hewlett Packard to partnership support of users during deployment of hardware/software installations while managing daily team functions.

• Reported hardware and software problems or defects to vendor or technicians for service.

• Assessment of software and hardware to recommend improvements or upgrades

• Inspected equipment and order sheets to prepare deployments of workstations to new hires and replacement of legacy computing systems.

• Supervised and continually improved Rahway’s MRL Capital Resource Supply strategy.

• Monitored deployment of XP and Office XP to the Rahway, Branchburg and Woodbridge.

• Assistant Lead to the implementation of Rosetta Impharmatics with the deployment of 200 infrastructure workstations to Rosetta in Kirkland and North Creek Seattle.

Judge Technical (Merck and Co.) 1997 – 2001

Work Station Deployment Analyst:

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Project Lead on DHCP Conversion of MRL Infrastructure clients.

• Dependable setup and support of the executive personnel’s computing room.

• Provided exceptional support to the home systems and laptop option of MRL VP Personnel.

• Deployed and migrated workstations from NT3.51, 4.0; and email migration to MS Exchange.

Keogh Hardwood Flooring Co. 1986 – 1996

Owner Operator:

Respected business owner within my community and customer base, provided exceptional craftsmanship while being dependable, honest self-starter.

• Contacted potential customers to discuss work to be performed.

• Negotiated estimates within customer’s budget.

• Scheduled date and time to perform work and estimated completion date.

• Forecasted and obtained supplies and equipment to insure all needed materials were on site.

• Maintained office record keeping of all incoming and outgoing payments.

• Conducted preventive maintenance on equipment.

Areas of Expertise

Management:

• Customer Focused Management • Scheduling work assignments

• Customer Database Management • Operations Supervision

• Complaint Handling & Resolution • Team Building & Training

• Customer Satisfaction Enrichment • Produce productivity in high pressure situations

• Cost-Tracking/Reduction Strategies • Proven track record for producing positive results

• Resources Allocation

Support Analyst:

• Customer focused • Use of diagnostic utilities

• Database management • Office/lab PC & instrument support

• Customer satisfaction • Problem tracking & resolution strategies

• Desktop level support • Productivity in high pressure situations

• Local/network printer support • Proven track record for producing positive results

Applications:

• Microsoft Office suite (2003-2007) • SAP R/3 ver.4.6

• Implementing SAP Projects • EZ-buy/EZ-Expense

• Documentum • Net-Meeting

• Internet Explorer • Adobe Acrobat Reader

• Merckury/Vantive

Utilities:

• Symantec Antivirus • Spybot

• Ad-Aware • NT Backup

• Fios Tool • Nero

• Roxio • Robocopy

• Norton Ghost 12 backup tool • Print Maestro

• Enterprise Discovery Attender

Environments:

• Windows XP/2000/NT/9X

Hardware:

• Laptops/Desktops • Printers

Brands:

• HP/Compaq,IBM,Gateway

Education and Training

• Pursuing Business Administration, DeVry University, New Brunswick, NJ

• Six Sigma Green Belt Certification, Union County College, Cranford, NJ

• Network Certificate Program, Union County College, Cranford, NJ

• Diploma, Data Center Support, Chubb Institute, Parsippany, NJ

• Certified Novel Administrator

Professional Development

Learning Tree Certification

• Hands-On Project Management Skills for Success

• Microsoft Word and Excel

• Finance & Accounting for Non-Financial Managers

• Management Skills for IT Professionals

Skill-Soft Certificate of Completion

• Customer-Focused Management

• Critical Thinking and Problem Solving

• Navigating SAP R/3 Release 4.6

• Managing Diversity

• Conflict of Interest

• Supply Chain Management

• Communication Skills to Fast-track Your Career

Received Awards of Excellence For

• Recognition of support for Legal data requests 2007

• Contribution as member of IS Collection Team 2006

• Support to the e-Discovery Team 2004

• Role as XP Deployment Coordinator 2004

• Three Awards for XP Migration Project Global 2003

• Integration of Rosetta site into Merck 2002

• Support at Merck from Judge Technical 2000

• VIP Support from Judge Technical 2000

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