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IT Project Management

IT Support Operations │ CRM │ Call Centers │ Security
Experienced, knowledgeable and accomplished Information Technology Project Management Professional with broad based experience in leading critical business/technology analysis, spearheaded global Helpdesk initiative, network administration and process improvement strategies resulting in improved efficiencies, higher quality, cost containment and increased functionality. Expertise in driving infrastructure and architecture development, technical support and system upgrades while developing robust processes for IT services, incident management, and problem resolution. Seek a Senior Level IT Project Management role with a progressive organization that values visionary leadership and technical expertise. Currently hold DOD Top Secret / SCI SSBI 090828.

CORE STRENGTHS

 Crisis Management
 CRM Management
 Disaster Recovery
 Web Forum
 Call Center/Helpdesk
 ISO17999
 Sarbanes Oxley
 Budget Management
 ISO17999
 Sarbanes Oxley
 Vendor Management
 ITIL, ITSM
________________________________________
Q QUALIFICATIONS PROFILE

 Streamlined global Helpdesk initiative for 10,000 users.
 Managed numerous 24×7 Call Centers.
 Developed and managed CRM initiative for global implementation.
 Spearheaded Corporate Security initiative for ISO 17999.
 $3MM annual budget with P&L expertise.
 Created Regional Support team for Fortune 500 Company.
 Developed, implemented, and managed MLS industry first “on Demand Support” group.
 Vendor Management initiatives for ITSM and ITIL team selection.

PROFESSIONAL EXPERIENCE
Human Resources Sergeant – United States Army 2009 to Present
Active Guard Reserve Full Time Manning – (A CO 5/19th Special Forces Group “Airborne”)
Human Intelligence Collection Team Sergeant
(A Co 223rd MI BN)
 Update and Maintain personnel records for 140+ Special Operations Soldiers.
 Known as in-house advisor on SAEDA/TARP (Subversion Espionage Treason Acts of Sedition against the United States Army) investigations and reporting requirements of Force Protection violations that include Classified Documentation Spillage.
 Proactively took on monumental task of updating all personnel records to accurately reflect Unit personnel records, successfully completing in 3 months, records not updated for more than 5 years.
 Provided key advisement on Commander’s EO (Equal Opportunity) program ensuring that all personnel are trained and advising Senior NCOs’ and Officers on appropriate training methodologies.
 Successfully increased pay timeliness from 32% to 98% in 8 months after implementing analysis and Program Management systems.
 Principle advisor and liaison NCO for all Title 10 USC Human Intelligence Collection and Counter Intelligence as Special Operations collection authority, performing analyses and dissemination of findings to Command Staff.
 Oversee implementation of all Security Clearance Personnel actions that include initiation of appropriate Security Clearance applications, investigations, rebuttals and reviews of periodic re-investigations.
 Provide analysis for Unit mobilizations and deployment, country studies that include threat by Foreign Intelligence Services against the United States Army and Special Forces.

Program Manager Corporate Security – Taos Consulting 2007to 2009
(Silver Spring Networks)
 Created security guidelines, and implemented corporate Security Council.
 Discovered Security gaps, and advised on best practices for Security, data, physical, and network security initiatives.
 Developed, documented, and implemented SOP’s for data security and integrity.
 Served as point of contact for Vendor Relations.
 Provided Project Management for corporate security initiative for ISO compliance for high profile energy customer.
 Led corporate security initiative for SOX 404.

Project Manager / ITSS Operations Lead – Taos Consulting
(Hitachi Global)
 Streamlined Service Desk support procedures for 100,000 end users in ITSS environment.
 Led vendor selection team for ITIL/ITSM project, and implemented “Hands On” or “Sand Box” testing.
 Created and led vendor reference check team, and served as POC for vendor relations.
 Provided assistance and guidance with fault determination/RCA/Change Management.
 Coordinated with vendors that ensured SLAs were met, and oversaw efficient day-to-day operations.

Project Manager Sarbanes Oxley
(Nanometrics Inc.)
 Coordinated, analyzed, tracked, and overall project management for IT Operation team.
 Completed successful SOX implementation, and SDLC process implementation.
 Led Project Management team and advised on best practices for Network Security, data integrity, and physical IT systems support.

Director of Technology & Support – Bay East Association of Realtors 2004 to 2007
 Created and Implemented MLS Industry’s first “On-Demand” full service support center.
 Provided wide variety of technical hardware, software and MLS software support for 6500+ users, utilizing Call Center Support Representatives, Technical Support Representatives, and Software Development Team.
 Created and implemented call center SOP’s, and successfully implemented VoIP Phone system and agent queue.
 Managed recruitment and hiring of all customer and technology support personnel.
 Managed P&L responsibilities for the Technology and Support Group, procurement of all new technology equipment, and oversaw inventory.
 Advised on all software purchases, and reports utilizing CRM to CEO and Board of Directors.
 Strategically created and implemented Standard Customer Service Operating Procedures, and Security Operating Procedures, both physical and electronic.

Fidelity National Information Solutions (Subsidiary Fidelity National Financial)
Manager of Regional Support / Concord Business Manager 2002 to 2004
 Reorganized and redirected large, problem-ridden business unit, successfully restoring balance and revenue growth.
 Managed software implementation and support both on and off site, and developed and implemented project/product/support management team that turned around user negative perception of Company.
 Created hub for information and onsite support during implementation of large scale Web-based MLS software.
 Managed a business support unit that included a call center that provided service to more than 30,000 users.
 Created implemented Regional Support Team, recruited all IT staff, and managed data security and integrity.
 Oversaw P& for Concord Business Unit, and Regional Support Team.

MILITARY CERTIFICATIONS
Human Resources Specialist Course │Counter Intelligence Agent Certification │ Airborne Basic Course
Human Intelligence Collector PhI and PhII │Intelligence in Combating Terrorism │ Infantry Basic Course
Intelligence in Combating Terrorism Anti-Terrorism

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