Project Management Professional (PMP) Resume Memphis, TN - Hire IT People

Education & Training

BBA, Management
Memphis, TN
(July 2010)

Project Management Professional (PMP), Certified through Project Management Institute (PMI), 2009

Six Sigma Green Belt, ServiceMaster, 2005

Technical Skills

Microsoft Office
MS Project 2007
MS Visio 2003
MS SharePoint
MS Active Directory
Cognos
Kronos
SQL
PC Anywhere/ DamWare
IBM iSeries
AS/400

Web-Based Training Tools: Genesys and WebEx

Operating Systems: Windows 2000, XP, Unix

Continuous Improvement: Six Sigma, ITIL

Call Tracking Tools: Remedy, HEAT

Activities & Honors:

Big Brothers Big Sisters Volunteer

Who’s Who Among American Colleges and Universities

Alpha Kappa Mu Honor Society Member
Professional Experience
Confidential
Project Manager / Business Systems Manager 08/01 to 06/09
Managed daily operations of 7 business systems analysts
Supervised tier-3 and tier-4 support analysts and took ownership of internal and external escalation issues
Provided 24/7 on-call support to internal clients
Identified and created subject matter expert positions for key business applications
Organized, planned requirements gathering work sessions with end users and technical team members
Wrote business requirements documents, functional specifications for new applications and enhancements
Traveled to Mexico City, Mexico to supervise an on-site support team responsible for installing a new software system, configuring desktop and laptop computers and troubleshooting LAN/WAN connections
Created training content and facilitated web-based and classroom training classes for both corporate and field operations employees
Traveled to branch locations to facilitate training sessions to Branch Managers, Service Managers, Regional Analyst, Technical Specialists and front-line employees
Planned and implemented a hardware upgrade of Wyse Thin Clients to over 350 branch locations
Coordinated with vendors to monitor depot management and asset disposal activities of over $1 million dollars in handheld mobility equipment
Implemented process improvements that reduced overall paper and equipment costs by over $2 million dollars and increased efficiency for tracking, storing and completing inter-company transfer requests
Earned Six Sigma Green Belt certificate upon completion of a business improvement project resulting in 30% improvement in process efficiency
Created project plan to integrate support desks, increasing customer response time by over 35%
Delivered on key performance indicators and service level agreements to achieve business support yearly objectives
Completed the on-boarding process for hiring team members
Established yearly performance goals and developed measurement standards and metrics to monitor team member progress
Created custom Remedy reports to analyze support performance and presented weekly performance stats to Senior Management
Approved employee time sheets using Kronos
Managed employee labor costs and equipment costs within budget
Developed incident management documentation and procedures

Confidential
Dell Hardware Technician 01/00 to 01/01
Provided rapid and customer focused technical support for Dell laptops, desktops, printers and scanners
Responsible for troubleshooting Local Area Networks
Identified root causes and talked users through the appropriate resolution
Articulated complex technical concepts to users of varying technical backgrounds
Installed operating system, software applications and device drivers
Resolved 97% of all trouble tickets without escalation to senior support specialist
Select Employee of the Month during my first month of employment

Confidential
Quality Control Manager 03/98 to 12/99
Managed daily operations of the chemical batch processing and product assembly areas
Approved quality control documentation and testing procedures
Developed process methods to improve efficiency and product integrity
Approved final product before shipment to consumers
Trained frontline employees on TQM strategies to support quality initiatives
Presented quality control measures and standards to prospective clients
Coached and mentored employees in quality control processes to minimize defects
Maintained knowledge of OSHA standards and trained new employees as member of the safety committee

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Project Management Professional (pmp) Resume

Memphis, TN

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