PROJECT MANAGER Summary Technical Support Professional skilled resolving complex customer service issues timely manner. Enjoys troubleshooting find solutions technical issues. Successful driving financial productivity results fast paced environments. Highlights Windows XP/7/8, Server 2003/2008 Active Directory, MS Outlook 2007/2010 SCCM, RDC, SMS PC Hardware/Software, Printers, Copiers, Laptops, Mobile devices Routers, Switches, Storage VPN, VOIP, Wifi Avaya PBX systems Remedy Accomplishments Exceeded monthly goals successfully handling 50 calls per day. Reduced technical exceptions management 40% 15 per day. Experience 07/2013 Current Project Manager Company Name － City State Built maintained successful relationships service providers, dealers consumers. Provided base level IT support company personnel. Defined project deliverables monitored status tasks. Delivered status reports stakeholders budgeting planning purposes. Collaborated cross-functional teams draft project schedules plans. Monitored costs, timescales resources used achieve [Goal]. Monitored team progress enforced deadlines. Partnered [Department Name] [Department name] address [Issue description]. Planned, implemented managed project contracts, performed scheduling, risk analysis, quality control trained staff. Key Performance: Managed 40 team members ability initiate/manage cross-functional teams multi-disciplinary projects. Increased productivity critical thinking, decision-making problem solving skills. Planned, organized scheduled daily activities. Excellent communication skills coordinate customers, vendors, stakeholders. Skilled leading, negotiating delegating abilities. Tolerant stressed situations. 03/2004 07/2013 Information Technology Specialist Company Name － City State Trained new employees explained protocols clearly efficiently. Researched issues various computer systems databases resolve complaints answer inquiries. 9 years experience working agent corporate systems field, call center central service office. Analyzed system problems, performed troubleshooting, ensured connectivity trained staff. Key Performance: Managed supported workstations TCP/IP, VPN, Wi-Fi networks, managed Active Directory, SCCM, VOIP, Avaya PBX systems. Managed supported workstations various locations use SMS (System management software) remote tools VNC, RDC Active Directory Facilitated Adds/Moves/Changes Avaya PBX telephone systems Supported integration new technologies Cloud printing CSO (Remote Enterprise) operation. Maintenance Upgrades: Performed weekly health checks via SMS documented results problem resolutions Performed routine maintenance workstations, IP phones, Xerox copiers, HP printers laptop computers. Performed hardware/software upgrades servers, workstations, copiers printers. Acted liaison resolve technical issues vendors, managers, trainers etc. Developed maintained documentation needed support staff, including troubleshooting steps, installation instructions, new tools overviews, contact lists. Responsible notifying users network/system issues. Established solid work relationships management, technical staff, vendors, end users. Education 6/2012 Master Science Management, Project Management Colorado Technical University GPA: GPA: 3.35 Coursework Business, Management Communications Management, Project Management GPA: 3.35 10/2009 Bachelor Science Information Technology University Phoenix GPA: GPA: 3.53 Coursework Distributed Computing, Networks Databases Information Technology GPA: 3.53 Certifications CompTIA Network Certified, 2006 A+ Hardware/Software Certified, 2006 Microsoft Corporation Microsoft Certified Professional Certified, 2006 MCSE- Windows 2000, Pasadena, CA Certified, 2000 Skills A+, Active Directory, agile, Avaya, call center, Excellent communication, CA, Hardware, contracts, critical thinking, customer service, decision-making, documentation, functional, help-desk, HP printers, IP, laptop computers, Laptops, Microsoft Certified Professional, MCSE, office, MS Outlook, Windows, Windows OS, Windows 2000, 2000, negotiating, Enterprise, Network, networks, PBX, PC Hardware, telephone systems, Copiers, Printers, problem solving skills, quality control, risk analysis, Routers, scheduling, servers, SMS, Switches, TCP/IP, tech support, phones, troubleshooting, Upgrades, VOIP, VPN, Xerox copiers