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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Project Management IT Customer Service


Profile of Qualifications


  • Results oriented leader with over 20 years of experience steering IT projects to on time, within budget completion.
  • Regarded for the ability to strategically identify customer needs and develop individualized solutions to ensure satisfaction.
  • Proven track record of maximizing operational efficiency by implementing innovative continual service improvement processes.


Key Areas of Expertise


   Project Management

   Continual Service Improvement (CSI)

   Customer Service

   Interpersonal Communication

   Organizational Management

   End User Support


Professional Synopsis


Sanofi (formerly Genzyme), San Antonio, TX; IT Manager / CSI Analyst 2011-Present

  • Fulfill key project management position, steering multiple projects to on time completion.
  • Streamline process improvement initiatives, resulting in increased overall customer satisfaction and retention rates.
  • Leverage strong interpersonal communication skills to foster positive client relationships.
  • Heavily involved in various multiple projects, including HP Managed Print Services, Domain Integration Coordination and End User Hardware replacement.
  • Maintain adherence to Code of Ethics and US Supplement, as well as applicable federal and state law.
  • Generate thorough reports and relay information to appropriate executive level management.


Genzyme (Formerly ILEX Oncology), San Antonio, TX; End User Technologist/ IT Manager 2004-2011

  • Received multiple merit based promotions due to strong leadership and organizational abilities; oversaw daily activities of Desktop Technicians throughout assigned territory.
  • Established and maintained key customer relationships by providing top notch service.
  • Contributed extensively to all phases of multiple integration projects.
  • Provided end user support; performed wireless configuration and troubleshooting.


ILEX Oncology, San Antonio, TX; Network Support Specialist 1998-2004

  • Leveraged strong technical knowledge to successfully provide support to 250 end users, with associated responsibilities including configuration and repair of hardware and phone systems.
  • Successfully maintained user accounts.
  • Developed highly effective training programs for newly hired employees.


Previous Positions:

Computize, Dallas, TX; Service Manager, Dallas Area 1996-1997


Computize, Houston, TX; Computer Repair Technician 1994-1995


US Department of Veterans Affairs, Houston, TX; File Clerk 1993-1994


Education & Professional Development


Bachelor of Science in Criminal Justice, Magna Cum Laude, University of Texas at San Antonio

A+, HP, IBM and Compaq Certifications

Certified Forensics Examiner

ITIL Certification

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