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Senior Manager Resume Example

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SENIOR MANAGER
Professional Summary

Accomplished Senior Manager possessing multifaceted experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging business opportunities. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients. Strong technology and product development expertise. Recognized for turning around struggling company operations to achieve sustained growth.

Skills
  • Microsoft Visual Basic & C++
  • Knowledge in Microsoft Access (Database Management)
  • Proficiency in Computer Software & Hardware, Spyware, Malware, Programming (Installation/Troubleshooting)
  • Proficiency in OS: Win XP, Win Vista, Win 7, Win8, Win10 Mac OS & Apple iOS, Android OS, Linux
  • Network Operations & Security, Server
  • Accounting, Budgeting and financial
  • Administrative: MS Project, Change Management, JIRA, Confluence, Asana
  • Project Management: Agile, Scrum, ITIL
  • Knowledge management, System engineering
  • Reporting Oversight
  • Cross-Functional Collaboration
  • Team Leadership
  • Staff Management
  • Budgeting
  • Process Improvement
  • Business Development
  • Key Performance Indicators (KPIs)
  • Technical Support
  • Product Development
  • Business Planning
Work History
Apr 2013 - CurrentSenior ManagerCompany Name - City, State
  • Supporting & manage over 5000 users, spanning three data centers, a corporate office and 5 local branches.
  • Responsible for supporting other remote branches and sites in the southeast region via remote technologies.
  • Responsible for delivering end-to-end support in accordance with IT Service license agreements.
  • Responsible for providing technical service support; installation, maintenance, and software training support to employees as well as installing new and existing desktop, computer equipment.
  • Responsible for managing Remedy and Remedy Force corporate ticket system.
  • Develop & maintain effective business and personal relationships with all clients and management especially between client IT representatives, and technical services.
  • Work with all desktop Operating systems including Mac OS X.
  • Coordinate purchases, break/fix issues, and other contractual related items with corporate vendors.
  • Install printers, scanners, as well as other desktop related items.
  • Ensures that personal computers, networks resources, and applications are functioning properly and are available for the intended uses.
  • Coordinate with system engineering group regarding Desktop Images, GPO, windows updates.
  • Train current and new hire employees as well as help desk personnel once hired on E.
  • TRADE systems.
  • Support a growing number of vdi users, as well as transitioning new users from PC to vdi platforms.
  • Provide printer, software and peripherals operations support; servicing workstations; providing assistance to users with standard office automation tools and local applications; providing assistance in technology rollouts; compiling weekly and/or monthly status reports.
  • On-board and train new HR employees in utilizing systems and training modules for Financial Consultants and reps.
  • Travel and support Corporate Services events in different states from inception to completion.
  • Support includes coordinating with vendors, staff and different teams as well as venue to manage budget and tech expenses.
  • All items include support for executive staff as well as event staff and clients during each individual event.
  • Experienced with project management tools; MS Visio, MS Project, JIRA, MS Office Suite, Sharepoint.
  • Directly responsible for managing Service change in the Technology Infrastructure organization through project management of those services including new service transition, maintenance, upgrades, technology optimization, enhancements, project meta data, and driving project prioritization.
  • Mentors and coaches junior level team members on tools and techniques of project management and ITIL.
  • Manages and owns Runbooks for infrastructure and are updated and submitted for approval ahead of the deployment of a service into the production environment.
  • Coordinate with Change Management by ensuring the RFC's are submitted as scheduled for upcoming changes.
  • Satisfy requests from customers that require services to be introduced, added, changed, or terminated by managing any medium to large, complex service throughout the service project's lifecycle with limited guidance.
  • Experience with using Kanban, Scrum andScrumban to complete initiatives and projects in infrastructure and sprints in software development.
  • Lead the WinXP to Win7 PC refresh project from making initial purchase of equipment to re-imaging and setting up software and contacting end users to schedule a date/time to backup and deploy new PCs for both corporate offices in Alpharetta.
  • Lead corporate site VDI Wyse Terminal refresh, over 400 terminals replaced and configured over a month and a half span.
  • Experience with troubleshooting Softricity and Microsoft virtualization Client.
  • Worked with facilities and Site management to coordinate conference room and presentation equipment.
  • Assisted with projects from a tech lead perspective as well as scrum master and project manager using Scrum and Kanban methodologies.
  • Managed multiple, large-scale projects across 9 sites.
  • Collaborated with vendors, suppliers and transport carriers.
  • Managed inventory, production, workflow and distribution, analyzing each stage of product life cycle and recommending improvements to streamline processes.
  • Managed large-scale projects and initiatives including, introducing new systems, tools, and processes to support attainment of challenging objectives.
Oct 2011 - Apr 2013Information Resource Consultant Company Name - City, State
  • Serve as the single point of initial contact at UTS to all USC Customers.
  • (University Technology Services).
  • Perform a variety of technical and administrative duties involved in the daily operation of the University Technology Services Service Desk.
  • Provided specifically incident management, problem management, knowledge management, change management, and service request fulfillment.
  • Point of contact for Bursar & Financial Aid Departments.
  • Maintain and coordinated Service Now tickets for Desktop Support Group.
  • Assisted in training interns and new hires to Desktop Support and Service Desk.
  • Point of Contact for Carolina Card-(Student ID, Dining and Student Card Services)'.
  • Coordinated Carolina Card implementation project from ITSM standpoint.
  • Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Apr 2008 - Oct 2012Strategist & Accounts StrategistCompany Name - City, State
  • Supervise & Troubleshoot computer related issues within building.
  • Backup/Update computers and servers within building.
  • Support and perform maintenance on file and application server software, hardware, and monitor network, server, and application performance and availability.
  • Install necessary updates and software components on computers, address potential systems issues in a proactive manner, resolving problems directly or working closely with CSD Support Engineers.
  • Send out media packets & client information for promotions.
  • Act as client's/prospective clients' focal point, as assigned.
  • Report and maintain client accounts and media and promotional events.
  • Worked on HUD-FEMA Referral Call Centers following Hurricanes Katrina and Ike.
  • Assisted customers in need of rental assistance from the Public Housing Authority.
  • Monitor, support, repair, and maintain computer equipment, perform images on PC's and connect to data and applications servers to troubleshoot.
  • Supported all users local and virtual within call center environments.
  • Performed IVR (Interactive Voice Response) connections for call center facilities.
  • Set up of Predictive Dialer allowed potential contacts and identifies disconnected numbers, busy signals, unanswered calls and detects answering machines for call center facilities.
  • Targeted both offline and online consumers by designing multi-pronged, comprehensive marketing strategy.
  • Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
  • Identified appropriate KPIs and reported key metrics from digital campaigns.
  • Produced and submitted weekly reports outlining progress against KPI objectives.
Aug 2007 - CurrentTechnician/ProgrammerCompany Name - City, State
  • Reprogramming and troubleshooting computers.
  • Hardware and software installation and configuring.
  • In-home wireless networking.
  • Antivirus and spyware removal and Troubleshoot computer related issues within building.
Education
Advanced Scrum Master Training Certification
Masters of Arts: Business Administration, Project ManagementColumbia Southern University | State
Financial Management Fundamentals, Principles of Marketing, Fundamentals of Information Systems, Understanding C++, Understanding Microeconomics, Understanding Accounting PrinciplesDell technician certified: "printers, laptop, desktop,servers"Currently working on Dell technician certification for Alienware.Apple Certified Macintosh Training Certification -2/11/2014 (MCTS certified)Currently working on CompTIA Security + CertificationITIL Fundamentals TrainingCompTIA Networking +MCSE classroom training.HDI Technical Support Professional TrainingReal World Agile Training Certification
Bachelor of Science: Political ScienceFrancis Marion University, AACSB Accredited School of Business | City, State
Affiliations
  • Knowledge in PCI Compliance & Student Fee Payment & Registration Process
  • Knowledge of Carolina Card System CS Gold
  • Francis Marion University Student Alumni Association (President/Member)
  • Francis Marion University National Association of Black Accountants
  • Omega Psi Phi Fraternity, Inc.
  • Knowledge in tools such as Asana, Microsoft Project and Sharepoint collab tools
  • Knowledge in Jira,Confluence & Agile
  • American Heart Association, Florence, SC
  • Boys & Girls Club of America, Florence SC
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Resume Overview

School Attended

  • Columbia Southern University
  • Francis Marion University, AACSB Accredited School of Business

Job Titles Held:

  • Senior Manager
  • Information Resource Consultant
  • Strategist & Accounts Strategist
  • Technician/Programmer

Degrees

  • Advanced Scrum Master Training Certification
    Masters of Arts : Business Administration, Project Management
    Financial Management Fundamentals, Principles of Marketing, Fundamentals of Information Systems, Understanding C++, Understanding Microeconomics, Understanding Accounting PrinciplesDell technician certified: "printers, laptop, desktop,servers"Currently working on Dell technician certification for Alienware.Apple Certified Macintosh Training Certification -2/11/2014 (MCTS certified)Currently working on CompTIA Security + CertificationITIL Fundamentals TrainingCompTIA Networking +MCSE classroom training.HDI Technical Support Professional TrainingReal World Agile Training Certification
    Bachelor of Science : Political Science

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