• Responsible for helping develop project or program cost benefit analyses.• Working with the CIO to forecast the future skill and competency needs of the IT workforce• Collaborates with Finance and billing on billing cycles and work order creation.• Provides coaching and mentoring for all direct reports, participating in the establishment of annual goals and objectives.• Manages programs through team collaboration and weekly core team meetings.• Maintain 5 server applications responsible for upgrading patching trouble shooting and supporting. • Publishes weekly status reports and updates the project dashboard on a periodic basis.• Presents the project updates as necessary to the executive team.• Prepares communication strategies that are clear, concise, and timely.• Responsible for leading and ensuring the successful completion of projects.• Submitting RFI’s and reviewing per the company policy.• Participates in the maturity of PMO and its continuous improvement• Leads the largest and most complex IT projects in the portfolio.• Deep understanding of effective project approaches for a variety of projects, including projects with a high degree of complexity spanning multiple areas. Able to organize complexity into successfully manageable work plans, estimate staffing requirements (e.g. resource skills & team assembly).• Expert knowledge of methods and techniques involved in project management initiatives. able to create detailed project plans, communication plans, schedules, role definition, risk management and assumptions.• Complete mastery of standard applications and project specific software. able to learn new software with little to no instruction within a short timeframe and instruct others on its functionality.

see resume work site GM (DHAM) location West Loc and East Loc

•Adaptable to varied workloads, prioritized tasks, and independent decision-making ability to manage multiple functions simultaneously•Analyzed daily operational metrics to monitor operational efficiency, equipment utilization, performance and profitability•Assessed the quality and completeness or delinquency of team member activities•Assisted other members of the Operations team with tasks or projects as needed•Developed a strong relationship with internal and external teams•Developed and implemented process enhancements•Diagnosed and improved processes and procedures to ultimately improve performance and profitability•Drove innovation and adoption of new technology that results in improved financial performance for the business•Facilitated timely completion and closeout of corrective actions•Identified, tracked and implemented effective corrective actions to prevent recurrence of deficiencies•Interfaced with internal and external customers to answer inquiries and resolve issues and observations•Managed compliance with all regulatory requirements and any associated reporting•Managed general staff training and development•Monitored budget and operational metrics•Motivated and led team to meet and exceed the customers’ expectations and the goals of the company•Oversaw driver and dispatch personnel•Oversaw productivity of multiple locations•Performed analysis to explore issues/concerns to determine root and apparent causes and assist in fostering continuous improvement•Resolved service tickets related to connectivity according to service level agreements•Reviewed company and partner websites for quality assurance according to department guidelines•Worked with account management and suppliers as needed to recommend the best connection option for each supplier•Worked with partners and suppliers to solve connection problems

Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standardsProvides advice and guidance to colleagues regarding incidentsMaintain installed PCs, networks, telephone systems and peripherals with routine maintenanceIdentify, log and resolve technical problems with software applications or network systemsIdentify potential changes and system improvements to present to senior team leaders for consideration and implementationEnsure that work is carried out within agreed service levels and in accordance with department guidelinesCreate, maintain, and distribute reports of progress to senior leadershipMigrating servers from Windows XP to Windows 7 or higher platformMaintain client databases with up to date solutions and clear record of activitiesExplain and document technical issues in a clear way to clientsUse call logging system to accurately record telephone requestsDesktop Support Skills and Qualifications:

• Coordinate the set-up of data services, as well as phone, computer, and printer installation.• Coordinate the planning, implementation, and maintenance of all information technology products.• Troubleshoot information technology-related issues for both hardware and software.• Maintain, manage, troubleshoot and upgrade computer systems and servers for performance and security related issues.• Provide end-user support for a variety of web applications. Respond to queries either in person or over the phone•Walk customer through problem-solving process•Install, modify, and repair computer hardware and software•Create and manage new user accounts among several systems* managing large program Projects•Run diagnostic programs to resolve problems•Install computer peripherals for users•Follow up with customers to ensure issue has been resolved•Monitor licensing utilization and hardware inventory•Test pending software updates

Assist with hiring, policy communication, coaching, and grievances.• Manage ticket handling process and respond to day-to-day needs.• Supervise technical support teams, including scheduling and evaluation.• Assist with customer support.•Facilitates the researching, responding, and resolving various customer inquiries received via telephone, e-mail, and voice-mail•Ensures completion of technical service staff responsibilities, reviews outgoing customer Communications and problem resolution and alerts manager if problems or potential problems arise.•Provides daily direction and guidance to the Technical Support staff.•Facilitates and participates in required afterhours/weekend/holiday “on-call” support activities•Facilitates and assists in quantitative and qualitative analysis of field failures•Develops and/or maintains standard trouble shooting documentation•Facilitates responses to customer complaints and manages communications in response to confirmed field failures•Develops technical service staff to provide accurate and timely responses to support/service inquiries•Act as liaison between Quality, Engineering, Technical Services and the Customer for escalation of product and service issues or product development when required•Records and tracks product or process modifications and reports on impact to product or service quality

Collecting hire documents and submitted them to the Compliance team for processing, this included but not limited to candidates Work Assignment Letter, W2's, 1099's, pay stubs, client specific forms, and other documentation needed to complete hiring process. Completed documentation in Bullhorn for compliance and auditing purposes. Assisted recruiters with the on-boarding of candidates selected in the customer system. Candidate would come in to complete their on-line sign up and required employment hire paperwork, including customer specific documents. Once all forms were received they were sent to the Compliance Department to be placed in the Employee’s file. Responsible for the completion of On-Boarding Audit received from customer.  Review Audit documents prior to sending them to the customer to ensure that all documents were completed as required. Audits included but not limited to On-Boarding, Citizenship Verification Process, C candidates going through hiring process. On-Boarding of Transitioning Employees. Compile and maintain spreadsheets. Compiled data of the orders released, submissions, interviews and hires. Box Chart for upper management. Entering job orders from customer website in Bullhorn. Update the status of job orders in Bullhorn - i.e. Cancelled, Lost, or On Hold. Posting job orders on internal and external websites, i.e. CareerBuilder, Dice, Monster. Monitoring and supporting the quality and efficiency of service-related operations for the SAO group.  Responsible for managing business programs, and acting as a liaison to corporate departments. Providing feedback and supporting the deployment and administration of service related programs to ensure compliance and maximum results.

 Using proprietary Business Applications Oracle, PeopleSoft, etc.  Supported Kelly's internet and intranet (proprietary) business applications in Web, distributed N-tier, mainframe and Citrix environments.  Supported Kelly's outsourced business applications hosted in ASP Web services environments. Documented system outages and performed notification of system outages with periodic status updates per Kelly services standards. Performed escalations for outages and trouble tickets per standards. Monitored all Operations trouble ticket queues and dispatched tickets per standards.  Responded to incoming phone calls to the IT service desk and assisted with requests as required. Monitored inbound queues and the IT mail box. Responded according to the request.