Graham E. Allen

**Contact information withheld for privacy and spam protection**

SUMMARY OF QUALIFICATIONS

• Project Management Specialist with 18 years experience in the Information Technology and Electronics fields, including Networking (LAN/WAN), System Administration, Desktop Support, Database Design/Management, Software Development, Virtualization and Telephony.
• Highly skilled in IT hardware and software project implementations, including Cost-Benefit Analysis, Project Scope, Project Planning, Scheduling, User Acceptance Testing and Risk Analysis.

EDUCATION, CERTIFICATIONS AND AFFILIATIONS

• Bachelor of Science (Information Technology), University of Phoenix, April 2004
• CompTIA A+ 2003/Network+ 2009
• Currently pre-qualified and preparing for CAPM Certification with the Project Management Institute (PMI). Estimated Completion: May 2011
• Member: Project Management Institute (PMI)

CORE TECHNICAL COMPETENCIES

• Hardware: Dell, Lenovo, Apple Macintosh Desktop and Laptop Workstations, Network Hardware - Routers, Switches and Hubs, Printers, External Storage, Programmable Logic Controller (PLC), Nokia CDMA Wireless Base Stations.
• Software: Microsoft Office, Active Directory, Project and Visio, IBM Lotus Notes, Cisco Unified CM Administration, Cisco Unity Voicemail, Cisco VPN, VMWare VSphere, McAfee and Symantec Antivirus Solutions, Symantec Ghost, Clonezilla and other proprietary software tools and utilities.
• Languages: C++, ASP.NET, Visual Basic, PHP, Objective C, SQL, XHTML, JavaScript
• Operating Systems: Microsoft Windows NT/2000/XP/7, Mac OSX, Linux, UNIX, MS-DOS
• Database: Microsoft Access, Microsoft SQL Server, MySQL
• Network: LAN/WAN, TCP/IP, 802.11, DHCP, DNS, WINS, FTP, Telnet, SMTP, POP3, VPN, Cabling and other associated protocols

PROFESSIONAL EXPERIENCE

PricewaterhouseCoopers, LLP, Consultant - Cross Functional Support/Escalation Coordinator
Tampa, FL. November 2009 - Present.
Financial Services Industry - Internal IT Help Desk Services for the US Firm

• Coordinated Escalation Workflow under Direct Supervision of the onshore Project Coordinator during the transition of IT Services for the US Firm to an offshore service provider.
• Managed scheduling, documentation and functional team coordination of technical issues and outages for all customer interactions handled through both the onshore and offshore service desks. Responsible for prioritization of issues based on Risk Analysis and potential impact to the business.
• Developed a database that streamlined the process for effective tracking and reporting of issues that created both low-level and high-level snapshots of time-to-completion statistics and customer satisfaction metrics.

VirtualInvestorPLUS, Consultant - Marketing and Technical Support Analyst
Clearwater, FL. March 2009 - July 2009.
Real Estate Investment (REI) Industry - Marketing and Contact Management Services

Computer Generated Solutions, Technical Support Analyst.
Tampa, FL. September 2008 - January 2009.
Business Process Outsourcing Industry - Support Services for a wide-range of external clients

Stream International, Inc., Resolution Specialist.
Tampa, FL. January 2007 - June 2008
Business Process Outsourcing Industry - Consulting and Support Services for Dell, Inc.

• Overcoming the limitations of available Enterprise Technologies, managed a project team of 3 developers and 2 testing coordinators through all phases of the Systems Development Life Cycle (SDLC), implementing an appropriate Change Management system and coordinating User Acceptance Testing. By successfully managing this project, the organization noticed a significant reduction in cost, saving a total of 9 million dollars over 9 months in incentive credits from the vendor and reduced labor costs.
• Managed the successful deployment of a web-based utility that provided up-to-date documentation to front-line support specialists on recent changes to policy and technical issues, improving overall process efficiency and reducing the site-wide Average Handle Time (AHT) metric.
• Pioneered an integrated laboratory testing environment within the context of the local Call Center. Coordinated all tasks with a team of four implementation specialists to accurately determine and report feasibility and cost-benefit data to management, gather requirements, develop the project plan and implement the successful integration of all software and hardware components. By ensuring all deliverables met expectations within a set of desirable thresholds, the local site was able to implement a testing environment that improved overall technical resolution metrics by five percentage points or more.

Fort Knox Security, Security Systems Integrator.
Tampa, FL. August 2006 - November 2006
Consumer Security Systems Industry - Installation and Integration Services

A Total Solution, Inc, Fire and Automation Systems Integrator.
Tampa, FL. June 2006 - August 2006.
Commercial Fire and Security Systems Industry - Installation and Integration Services

N2 Electric, 1099 Contractor - Nokia Certified Integration Specialist
Locations Varied. October 2005 - April 2006
Telecommunications Industry - Installation and Integration Services

• Engaged on-site functional teams in the coordination of Nokia cellular base station integrations, providing daily turn-key installation of base stations on sites utilizing existing Ericcson base stations. As the onsite Project Coordinator, was responsible for ensuring successful completion of each functional task within the team and providing timely acceptance testing documentation and reporting to the Network Operations team.
• Facilitated telecommunications testing (loopback testing with Network Operations Center), local assessment of site operations and functional radio signal testing upon completion.

Norment Security Group, Field Service Engineer
Tucson, AZ. 1997-2004
Correctional Security Industry - Installation, Integration and Consulting Services

United States Air Force, Ground Radio Maintenance Journeyman (2E153).
Locations Varied. 1992-1996.
Military