Kai Hayes Resume

Project Manager, Help Desk Manager, Remedy Change Task Manager, Senior Technology Specialist Supervisor
12 Yrs Executive Professional Experience since 1997
Kai Hayes
Email: kaiaiyana@gmail.com  Web: www.brightfuse.com/kai-hayes

Mission Statement:  Executive Associate Project Manager, Remedy Change Task Manager, Supervising Senior Technology Specialist corporate executive holding 12 years experience since 1997 with Ernst & Young, Big4 CPA firm and AmeriCorps National Federal Government. A technology resource in customer service by going above and beyond in exceeding business expectations below budget for high level world class customer service excellence, and company cost savings for improved budget of technologies.

Project Management Tools – Technology Proficiency: ♣    Windows Operating Systems 2000, XP, Vista
♣    Microsoft Office 2007
♣    Microsoft 2003 Servers Microsoft Active Directory
♣    Norton Ghost
♣    EZ-Gig Data Migration
♣    RIM Blackberry Email Configuration Enterprise Redirect Services
♣    CMR Remedy Action Request System
♣    BMC Remedy IT Service Management Suite
♣    BMC Service Desk Remedy Service Change Manager Subject Matter Enabler (SME)
♣    Netopia Timbuktu Pro v7.0
♣    PC HealthCheck Champion
♣    Pointsec HDD Encryption – Pointsec Protector Media Encryption
♣    Odyssey Wireless Client
♣    Lotus Notes
♣    Sametime Meeting Center
♣    WebEx Player
♣    SMS Marimba Castanet Tuner
♣    InfoExpress CyberArmor
♣    Cisco PBX to VOIP telecom
♣    Novell Client 32
♣    Internet Browsing Tools
♣    Relational Databases Access/Quintus
♣    RSA SecurID
♣    Qualiparc Asset Management Suite Portal
♣    PC: DELL Latitudes, DELL OptiPlex, IBM, Gateway, Toshiba, Compaq, HP
♣    Wireless Router LANEmployment References
LISTONdevelopment.com January 2009 – Present, Executive Technology Consultant
•    Supervising Technology Specialist II Senior Tiers 2-4
•    Project Manager
•    Technology Advisor
Ernst & Young LLP  June 1998 – January 2009, Associate Rank 66 Executive IT Project Manager •    Supervising Technology Specialist II Senior Tiers 2-4
supporting 1600+ customers
•    Project Manager 
BMC Remedy IT Service Management Suite – Project Manager – Change Task Manager  Subject Matter Enabler (SME) to integrate, automate, and manage service expectations, service support, service quality, and service delivery.
•    Work Order Coordinator SME New Hire Lease Term Configuration Tier 4 Escalation Supervisor – Customer Technology Consultant
•    Technology Support Specialist
•     CRM Remedy Change Task Management Supervisor Project Management Virtual Implementation
•    National Lead SME Marimba Castanet Channel SMS
•    Local Asset Management Designee Tier 3
•    Firm National Lotus Notes Email Account ID Request Submitter Senior Security Clearance Tier 4
•    Quality Assurance Configuration Beta Tester
•    PC One Touch Global Loadset Deployment Lease Configuration Contractor Team Supervisor Lead
•    Night Shift Help desk Manager with 12 direct reports
•    Firm Knowledge, Technology, and Learning Orientation Trainer Tier 4
•    Technology Consultant – Windows configuration upgrade deployment
•    Sametime Meeting Facilitator – Virtual Technology Trainer
•    National Virtual Service Desk Hardware Helpdesk monitoring performance quality controlAmeriCorps National Service  Hands On Atlanta Crim High School June 1997– June 1998, Project Manager•    Project Manager, Development Program Management Implementation
•    Education Service Coordinator
•    Human Relations/Marketing Block Teacher
•    Diagnostics Information Technology Support
Education•    Student – Network Administrator – DeKalb Tech 2009
•    SAP Online Training – Miracle Wisdom SAP 2009
•    Computer Science – Massachusetts Institute of Technology Open Course Ware (MIT OCW) – Bachelor Degree Equivalence – none credit degree-granting initiative 2009
•    Client Mgmt Skills for the Technical Professional – American Management Association 2005
•    Supporting Users Running XP OS – Microsoft – 2004
•    Windows 2000 Professional and Lotus Notes R5 Workstation – Productivity Point Intl – 2000
•    Supporting & Troubleshooting Windows 95/98
Teracom Training Data-Tech – 1998
•    Visual Communications –
DeKalb Tech Associate Equivalence 1995-1996
Mass Communications – Atlanta College of Art Pre-Enrollment Grady Communications Magnet
AP Endorsed College Diploma 1989-1993Certifications:  National Computer Science Academy – NCSA CertificationWindows XP Professional 09-Apr-09 02370060; PC Basics 09-Apr-09 – 2370231; 
Windows 2000 Professional 16-Apr-09 2378439; Microsoft Word 2002 13-May-09 – 2413152