LiveCareer-Resume

it project manager resume example with 10+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Talented IT Systems Analyst offering 15 years experience and top-notch abilities in organizing workflows, solving complex problems and making accurate decisions based on sound judgment and analytical strengths. Experienced with leading teams driving ITSM, IT Service Transport and Remote UI projects. Seek to bring knowledge and abilities to new position with growing team.

Skills
  • Technical troubleshooting
  • Hardware configuration
  • Customer support needs assessment
  • Oral and written communications
  • Software and system upgrades
  • Vendor contracts and relationships
  • Programming and design skills
  • Documentation and reporting
  • Project coordination
  • Documentation Management
  • Process improvement
  • Software Development Lifecycle
  • Cost estimation and budgeting
  • Configuration management
  • Service desk supervision
  • Windows operating systems
  • Diagnosing issues
  • System administration
  • Field support
  • Logging support tickets
  • Team management
  • Operational improvement
Education
Montana State University - Great Falls College of Technology Great Falls, MT Expected in Associate of Applied Science : MicroComputer Support - GPA :
Colorado Technical University Colorado Springs, CO, Expected in Bachelor of Science : Business Administration And Management - GPA :
Colorado Technical University Colorado Springs, CO, Expected in MBA : Business Administration And Management - GPA :
Certifications

DOD 8570 Certified
June 2019

CompTIA Security+ (CE)
June 2019

FMA(C) Course – 40 hours
February 2019

Cyber 100 – 40 hours
January 2019

DOD Secret Security Clearance
October 2013 to Present

HDI KCS Foundations
December 2017

HDI Support Center Team Lead
August 2017

ITIL v3
October 2016

HDI Support Center Analyst
February 2015

CompTIA Network+
January 2008

CompTIA A+
December 2007

Work History
Abacus Group Llc - IT Project Manager
New York, NY, 04/2020 - Current
  • Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
  • Installed, maintained, upgraded and patched systems.
  • Introduced and implemented IT projects for various application enterprises while in the remote working environment.
  • Developed teleworking guides for over 3500 Airman during Covid19 shutdown.
  • Developed guides and administered WebEx application for communication lines for over 3500 Airman while working in the remote environment.
  • Cross-trained and provided back up for customer service managers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
Saic - Senior IT Support Specialist
Pensacola, FL, 10/2018 - 04/2020
  • Active Secret Security Clearance
  • DoD 8570 Certified (CompTIA Sec + / FMA(C), Cyber 100)
  • Provided local and remote Tier 1 and Tier 2 IT support for hardware and software to Military personnel.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Drafted technical documents, including white papers, user manuals, implementation documentation and support base entries.
  • Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
Clifton Larson Allen - IT Service Desk Supervisor
Marshfield, MA, 08/2014 - 10/2018
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Assist customers with remote tools to resolve various technical support issues, warranty issues.
  • Set up service calls for computers, laptops, printers and software for customers needing onsite support
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Defined delivery and support plans for enterprise IT in a healthcare facility implementing appropriate information technologies and downtime notification procedures.
  • Utilize ITIL systematic and professional approach to the management of IT service provision.
  • Managed the user account lifecycle for hospital employees, contractors, vendors, and student accounts to ensure proper access compliance with PII, HIPPA and hospital policies.
Cascade County - Senior Technical Support Administrator
City, STATE, 02/2011 - 08/2014
  • Create and maintain standard operating procedures for law enforcement software and hardware within a 200 user secure facility.
  • Implement and manage GPOs, scripts, and MS Exchange for multiple jurisdiction networks.
  • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, reviewing system and application logs and verifying completion of scheduled jobs supporting network operability.
  • Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media with a monthly maintenance plan.
  • Primary point of contact for County Jail employees, in-processing and out-processing, and yearly IT training.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
  • Analyzed intricate server issues and supported large enterprise and business-critical applications.
  • Consulted users to determine areas in need of improvement.
  • Determined and alleviated hardware, software and network issues.
  • Developed and tested installation of company-wide servers for printing, file storage and applications.
  • Managed network-related projects from concept to implementation.
  • Set up, optimized and managed network equipment.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Improved job tasks and mentored junior team members on best practices and standards.

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Resume Overview

School Attended

  • Montana State University - Great Falls College of Technology
  • Colorado Technical University
  • Colorado Technical University

Job Titles Held:

  • IT Project Manager
  • Senior IT Support Specialist
  • IT Service Desk Supervisor
  • Senior Technical Support Administrator

Degrees

  • Associate of Applied Science
  • Bachelor of Science
  • MBA

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