Shamir De La Rosa

IT Project Manager at The Rose Digital Solutions

Coordinated project documentation and knowledge base resources to streamline processes; generated KPI and performance reports; directed end-to-end IT and business application projects, including infrastructure upgrades, SaaS deployments, and enterprise cloud migrations; designed integrated project plans using Jira, Confluence, and Smartsheet; led cross-functional Agile teams; oversaw business application integrations with Salesforce and NetSuite; supported 2,000+ global users with O365 governance and adoption; developed IT governance frameworks and policy documentation; presented KPI dashboards to executives; partnered with senior leaders to align IT initiatives with business strategy and digital transformation.

IT Security Analyst at Banyan Communications

Conducted IT risk assessments and documented compliance with NIST, SOX, PCI-DSS, and GLBA; managed remediation efforts and tracked audit findings; supported cybersecurity rollouts; produced audit and security documentation; delivered IT security awareness training; monitored controls and escalated risks; supported incident response readiness; collaborated with engineering on governance-driven initiatives.

IT Help Desk Support at Swift, Currie, McGhee & Hiers

Provided Tier 1 & 2 support for 1,000+ enterprise users; managed Active Directory accounts, groups, and permissions; administered Microsoft O365; tracked tickets and SLA metrics in ServiceNow; delivered end-user training and adoption for software rollouts; improved support processes and reduced downtime.

Assistant Manager at Dunkin Donuts

Supervised daily operations, scheduling, training, and performance management; ensured compliance with corporate procedures; analyzed productivity and downtime; led hiring and onboarding; developed customer service protocols reducing complaint escalations.

IT Project Manager at The Rose Digital Solutions

Directed end-to-end IT and business application projects, including infrastructure upgrades, SaaS deployments, and enterprise cloud migrations. Coordinated project documentation and knowledge base resources to streamline processes, reducing ticket resolution times by 30%. Designed integrated project plans with scope, budgets, timelines, and risks using Jira, Confluence, and Smartsheet. Led cross-functional Agile teams in sprint planning, backlog grooming, and iterative releases for cloud and application projects. Oversaw integrations with Salesforce and NetSuite, aligning IT deliverables with Finance, HR, and Operations objectives. Administered O365 governance and adoption support for 2,000+ global users across 5 countries. Developed IT governance frameworks and policy documentation to ensure compliance with corporate standards. Generated KPI dashboards and executive-level reports to inform project and service health decisions. Partnered with senior executives to align IT initiatives w

IT Security Analyst at Banyan Communications

Conducted IT risk assessments and documented compliance with frameworks including NIST, SOX, PCI-DSS, and GLBA. Managed remediation efforts and tracked audit findings, ensuring timely closure of compliance gaps. Collaborated with cross-functional teams to support cybersecurity rollouts, including identity management and secure access solutions. Produced detailed audit reports and security documentation for internal stakeholders and external auditors. Delivered IT security awareness training, reducing repeat user incidents by 20%. Monitored compliance controls, escalating risks and recommending mitigation strategies to leadership. Supported IT project managers on compliance-driven technology initiatives, ensuring alignment with governance requirements.

IT Help Desk Support at Swift, Currie, McGhee & Hiers

Provided Tier 1 & 2 support to 1,000+ enterprise users, resolving hardware/software issues and ensuring business continuity. Managed accounts, groups, and permissions in Active Directory, enforcing access control policies. Administered Microsoft O365 environment, supporting enterprise applications and reducing downtime. Tracked tickets and SLA metrics in ServiceNow, delivering weekly reports to management on support performance. Supported multiple software rollouts (VPN, productivity apps), coordinating user training and adoption. Delivered training sessions to end-users on O365 features, reducing recurring support requests by 25%. Improved asset management through accurate IT inventory tracking, allocation, and lifecycle management. Resolved 80% of remote support issues via AnyDesk, minimizing disruptions for remote staff.

Assistant Manager at Dunkin Donuts

Supervised day-to-day operations, including scheduling, training, and team performance management. Coordinated with supervisors and directors to execute operational strategies aligned with company goals. Conducted employee surveys to identify policy improvements, increasing staff engagement. Ensured compliance with corporate procedures, labor regulations, and workplace standards. Generated productivity and downtime reports to track team performance and streamline operations. Managed conflict resolution among staff, fostering a collaborative work environment. Oversaw hiring, onboarding, and coaching of new employees to improve workforce retention. Developed customer service protocols, reducing complaint escalation by 15%.

IT Project Manager at The Rose Digital Solutions

Directed end-to-end IT and business application projects, including infrastructure upgrades, SaaS deployments, and enterprise cloud migrations. Designed integrated project plans covering scope, budgets, timelines, and risks using Jira, Confluence, and Smartsheet. Led cross-functional Agile teams in sprint planning, backlog grooming, and releases for cloud and application initiatives. Administered O365 governance across 2,000+ global users in 5 countries, delivering training and adoption support. Built governance frameworks ensuring compliance with corporate standards; generated KPI dashboards and executive reporting to inform leadership decisions. Partnered with senior executives to align IT deliverables with finance, HR, and operations strategies.

IT Security Analyst at Banyan Communications

Conducted IT risk assessments and documented compliance with frameworks including NIST, SOX, PCI-DSS, and GLBA. Managed remediation efforts and tracked audit findings to closure. Collaborated with cross-functional teams to support cybersecurity rollouts (identity management and secure access). Produced detailed audit reports and security documentation for internal stakeholders and external auditors. Delivered IT security awareness training, reducing repeat user incidents by 20%. Monitored controls, escalating risks and advising leadership on mitigations. Supported incident response readiness in collaboration with engineering; assisted IT PMs on compliance-driven initiatives.

IT Help Desk Support at Swift, Currie, McGhee & Hiers

Provided Tier 1–2 support for 1,000+ enterprise users, resolving hardware/software issues to ensure business continuity. Managed Active Directory accounts, groups, and permissions; administered the Microsoft O365 environment. Tracked tickets and SLA metrics in ServiceNow with weekly management reports. Led user training during software rollouts (VPN, productivity apps) and delivered end-user sessions on O365 features, reducing recurring support requests by 25%. Improved asset management with accurate inventory control and lifecycle management.

Assistant Manager at Dunkin Donuts

Supervised daily operations, scheduling, training, and performance management. Implemented policy improvements from staff feedback, enhancing engagement. Ensured compliance with corporate procedures and labor regulations. Generated productivity and downtime reports to optimize operations and staffing. Fostered a collaborative environment through conflict resolution and mentoring; oversaw hiring and onboarding.

IT Project Manager at The Rose Digital Solutions

Coordinated project documentation, reduced resolution times, and led IT and business application projects including infrastructure upgrades and cloud migrations. Managed scope, budgets, and timelines using Jira and Confluence, led Agile teams for iterative releases, delivered enterprise deployments and integrations with Salesforce and NetSuite, supported 2,000+ global users with O365 governance and training across 5 countries, developed IT governance frameworks ensuring corporate compliance, and enhanced incident response and security governance.

IT Help Desk Support at Swift

Provided Tier 1 & 2 support to 1,000+ enterprise users, managed Active Directory, administered Microsoft O365, tracked tickets and SLA metrics, led deployment and user training for enterprise applications, improved IT asset management and reduced downtime.