WILLIAM L. BANKS
77752 Magnolia Lane ▪ Jacksonville, FL 32256
C: 954-621-0451 ▪ firstname.lastname@example.org
PROJECT MANAGER – ENTERPRISE-WIDE TECHNOLOGY DEPLOYMENTS
- Close to 15 years' experience providing global technology solutions management for industry leaders in technology outsourcing, consumer products, health care, and government environments.
- Proven success turning around at-risk accounts and driving double-digit improvements in servicing levels and customer satisfaction.
- Consultative product manager with track record of cross-selling additional services to garner hundreds of thousands of dollars in additional client deliverables.
PMP Project Management Systems ▪ Migrations ▪ Account Escalation Procedures ▪ Service Delivery Monitoring E-mail Encryption Solutions ▪ Client/Vendor Management ▪ Consultative Sales ▪ Disaster Recovery Planning ▪ Global Electronic Messaging ▪ Infrastructure Stability ▪ P&L Oversight ▪ Upgrades Cost/Benefits Analysis ▪ Deployment Risk Management ▪ Capacity Planning ▪ Staff Management
Microsoft Windows ▪ Exchange ▪ Outlook ▪ Desktop iMac ▪ Network LAN/WAN ▪ Citrix ▪ Messaging Extranets
XYZ TECHNOLOGIES, Jacksonville, FL
1999 to Present
Service Delivery/Project Manager, 2004 to Present
Oversee delivery of desk side, helpdesk, server, and network services for 2000+ seats for ABC Company. Ensure service level and customer satisfaction metrics are met and build collaborative customer relationships with client. Cross-sell company services and brands to maximize account penetration. Budget: $8M; Staff: 11
- In just six months, propelled customer satisfaction scores by 16 points from 78% to 94% months (highest scores in account history) and reversed failing account performing from 15% below target to exceeding target.
- Slashed turnaround time for helpdesk support issues by as much as two weeks by introducing work order ticketing process and tracking/documenting recurring technology issues.
- Accelerated revenues by over half a million dollars in three years by identifying service delivery gaps and cross-selling additional services.
- Elevated expertise and credibility of team by appointing subject matter experts based on individual strengths to become "go-to" person and trainer for any issue related to that specialty.
- Trimmed time spent troubleshooting technical problems by overhauling outdated and incomplete service procedures and holding team members accountable for process updates.
Project Manager, 2001 to 2004
Managed Windows 2000 project to migrate over 3,000 seats and 100+ servers in four different geographies and 450 remote laptops. Budget: $1.2M; Staff: 12
- Successfully completed roll-out $200K under budget and 3 months ahead of schedule; exceeded customer satisfaction targets, standardized disjointed desktop back-end, and stabilized infrastructure.
- Led pilot migration to test processes, anticipate deployment challenges, and maximize efficiencies.
- Substantially increased application response time by initiating a capacity planning analysis project to research storage trends and make recommendations on when to add storage.
IT Specialist-Server/Network Support Team, 1999 to 2001
Selected by XYZ Technologies to provide oversight for outsourcing transition of ABC Company to XYZ support. Managed and supported over 100 servers across four sites.
WILLIAM L. BANKS
ABC COMPANY, Miami, FL
1998 to 1999
Senior Systems Engineer
- Persuaded senior management to invest in a global messaging deployment redesign rather than less expensive "patch work" by presenting proposal that addressed short term needs but supported company's long term growth.
- Significantly improved stability and decreased redundancy for a poorly implemented global messaging deployment by redesigning the messaging environment and creating a plan to monitor and proactively alert IT to technology issues and trends.
- Improved supply and demand product planning efficiencies exponentially by developing a Windows Terminal Server and Citrix Metaframe solution for a worldwide supply chain management application deployment.
BATES TECHNOLOGY, Miami, FL
Senior Global Systems/Network Engineer
Recruited to this provider of comprehensive electronics design, production, and product management services company to implement their global messaging strategy. Led 9 indirect reports in 500 node network.
- Virtually eliminated 400+ hours of annual systems downtime that was costing the company hundreds of thousands of dollars in lost orders by redesigning messaging infrastructure, identifying single points of failure, and improving the flow of mail.
UNIVERSAL HEALTH OF FLORIDA, Jacksonville, FL
1997 to 1998
Messaging Architectural Consultant
Architected and implemented the Internet connectivity for a Microsoft Exchange based messaging system that spanned seven campuses and provided services to 5,000 users.
- Mitigated company risk associated with HIPPA compliance and protected patient privacy by pioneering the analysis of secure electronic messaging connectivity for both internal and external messaging communication using industry e-mail encryption solutions.
- Designed and implemented a messaging extranet to communicate with over 40,000 Universal Health providers in Florida.
- Part of a team that released firm's inaugural live news wire server supporting 2,000 web and Microsoft Exchange server users.
CITY OF TALLAHASSE, Tallahassee, FL
1996 to 1997
Evaluated and implemented emerging technologies including Outlook, Oracle InterOffice, and Oracle thin desktop. Trained six administrators on Microsoft Exchange.
- Trimmed $100,000 off support costs associated with Lotus Soft Switch Systems by deploying more efficient early adaptor's version of Microsoft Outlook to 1,000 users.
- Managed one of the first large migrations to Exchange for the city of Tallahassee.
B.S., Management Information Systems, University of Miami, Miami, FL, 1997
PMP certification (in progress) ▪ Applied Project Management ▪ Leadership/Management in a Project Environment ▪ Financial/Contract Management ▪ Installing, Configuring, and Administering Microsoft Windows 2000 Server ▪ Implementing and Administering a Microsoft 2000 Directory Services Infrastructure ▪ Implementing and Supporting Microsoft Systems Management Server 2.0 ▪ Microsoft Exchange
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