Manager Resume Example
Results-driven IT management executive with 23 years of experience in diverse industries, including the United States Navy and Verizon. Expertise includes team leadership, technical architecture, project management, information analysis, and process improvement. Dynamic, resourceful, and extremely driven individual with a deep passion for creating and delivering programs and solutions that empower a team, company, and customer to meet and exceed desired expectations.
• Business process improvement • Technical support • Cost reduction • Client relationship management | • Strong analytical skills • Project management • MS Office proficiency • Strong communications skills |
- Reduced customer credits by 12% through implementing ITIL V3 continual Service Improvement
- Reduced Mean Time to Repair metric from 5.7 to 3.5 hours
- Improved customer satisfaction net promoter score 3%
- Avoided $1,325 departmental monthly expenses by strategically staffing resources
- Established 32 critical policies and procedures to exceed customer business requirements and expectations
- Ensure projects align with company processes, tactical planning, and strategic vision by reengineering applications and implementing process improvements
- Consulted with fellow management team members and developers to determine needs, documenting best practices and reviewing code
- Maintain continuous alignment of project scope with business objectives and make modifications to enhance effectiveness toward the intended result
- Utilized reoccurring maintenance incidents to up sale or cross sale services in conjunction with the SalesForce Team
- Investigated department processes and facilitated company becoming ISO9000-qualified
- Solely manages 19 associates in the customer service assurance space
- Perform resource allocation and workload assignment to ensure timely repair of customer service
- Crafted 3 comprehensive business cases to justify automation and tactical enhancements focusing on strengthening internal support teams
- First point of contact for all major technical issues, including power outages, system failures and disaster recovery
- Leveraged associates talents to successfully deliver 4 hour Mean Time to Repair 2 consecutive years
- Utilized Microsoft Office Excel, Word, and PowerPoint to create monthly employee schedules, track network outages, and process flow charts
- Coached and mentored 13 by offering constructive feedback and taking interest in their long-term career growth
- Established and maintained SharePoint knowledge-sharing repository for 52 associates throughout the organization
- Developed and managed project plans while providing status updates to management
- Built and maintained successful relationships with 3 suppliers and 7 customers to strengthen partnerships
- Tracked and managed over 15 chronic service impairments on a monthly basis to ensure progress
- Researched operational issues on various applications systems and databases to resolve complaints and answer inquiries
- Provided thorough support and problem resolution to customers surrounding mission critical service impairments
- Referred executive escalations to upper management while maintaining positive rapport with customer
- Provided base level IT support to over 32 Federal and State agencies surrounding data connectivity
- Processed an average of 17 complex circuit impairments daily
- Trained new employees and explained troubleshooting protocols clearly and efficiently.
- Demonstrated in depth knowledge of DS0, Fractional T1, T1, T3, Frame Relay, Ethernet, and MPLS IT architect solutions
- Perform proper trouble ticket entry and management and escalate to vendors and suppliers when appropriate
- Engaged Advanced Technical Support and Hardware vendors in resolving reoccurring IT infrastructure anomalies
- Utilized Alcatel and Tellabs 5500, 1631, 1671, 532L series DACS to monitor network availability, performance, and to perform preliminary circuit isolation
- Performed intermediate Cisco 2600 Router and Cisco 2700 Switch configurations
- Performed monthly security audits to ensure classified material was destroyed and handled by personnel in accordance to local instructions
- Annotated Reported, and Tracked facility circuit outages, hardware failures, and equipment repairs as well as reported to the appropriate local authority
- Established and maintained 12 secure data links between naval ships and shore facilities during heighten national security alerts
- Created and maintained automated message routing databases for 49 shipboard subscribers
- Scheduled and performed weekly, monthly, quarterly, and annual preventive equipment maintenance
42% Complete
ITIL V3 Foundation Certification 2011
Certified Associate in Project Management 2013 - Project Management Institute
CompTIA Network+ 2013
CompTIA Strata 2013
Six Sigma Yellow Belt 2013 - Management Strategy Institute
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Resume Overview
School Attended
- Strayer University
Job Titles Held:
- Manager
- Project Engineer
- Network Engineer
- Telecommunications Technician
Degrees
- BBA : Business 2013
MBA : Business Management
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