Resume Landing Page of Wilson Hudson

WILSON HUDSON

211 6th Street, Long Beach California 90804 • whudson@gmail.com

SUMMARY

Detail oriented and innovative professional with exceptional track record of project management success, both in results achieved and in use of expert methodology. Well-versed in all phases of project management including scoping, and testing. Utilizes critical thinking to anticipate issues and finds solutions using a systematic, and multi-step approach. Adept in developing software user guides as well as improvements and innovations to enhance processes. Effectively communicates with stakeholders and works in collaboration with multi-disciplinary team to ensure on time delivery of the project.

EDUCATION

National University

05/2006

B.A.Information Systems and Business Administration, San Diego California 92123

WORK EXPERIENCE

Pacific Life

Project Manager

08/2012 - Present

•Led and managed Win 7 deployment, coordinated POS roll out, coordinated Back Office Computers Roll out as well as tested and advised on the Image; provided support to Kronos project implementation.

•Implemented new service-desk procedures adding to quicker incident resolution. Organized and created Process using the ITIL Methodology

•Create Weekly IT Monthly Tips and Tricks that assisted users to resolve problems on their own.

•Work with information technology and business managers to gather knowledge articles for service desk team, increasing first-call resolution from 61% to 75% within first year.

•Create service-level agreements for high and critical incidents as well as standard requests.

•Utilize ACD Avaya reports for call volume assessment and adjusted staffing to maintain optimum service levels.

PACSUN

Desktop Support Manager

01/2008 - 05/2012

•Implemented ITIL best practices in creating incident, problem, and change management. Implemented change management and chaired change control meetings while adhering to SOX compliance. Developed service management application from start to finish.

•Worked closely with auditors and adhered to industry standards. Implemented critical and high-escalation process, keeping upper management informed while updating business.

•Collaborated with vendors such as AT&T and Verizon to ensure compliance with service-level agreements. Introduced asset management process for desktop, laptop, and equipment tracking. Implemented ticketing self-service and created automated approval process for requests.

•Developed information technology process improvements for new hires, terminations, and changes.

•Implemented an Asset Management process, new service-desk procedures for quicker incident resolution and service-level agreements for high and critical incidents as well as standard requests.

Fremont Investment and Loan

IT Project Coordinator

07/2006 - 12/2007

•Coordinated and monitored the requirements, framework conditions and progress of short-term IT projects involving a limited number of personnel up to six people.

•Ensured development of products and services to customer requirements within the specified resources.

•Defined goals and outline approach and made adjustments within the constraints to achieve the optimum results.

•Worked with spealist, end-users and customers, to produce goal and target specifications, solved any conflicts that arise and minimized potential risks.

•Ensured working conditions that permit project personnel to implement the development work in the most cost-effective manner.

•Maintained an appropriate relationship with customers and ensure that the project results are comprehensible to management

SKILLS

•Project Management

•Documentation

•Training

•Conflict Resolution

•Organizing Meetings

•Workflow Analysis

•Staff Management