HARRY ESTIME
Minneola
Summary
Dynamic professional with a proven track record at the Florida Department of Transportation, excelling in project coordination and process improvement. Expert in IT service delivery and stakeholder communication, I have successfully enhanced operational efficiency and reduced resolution times, driving significant results in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Lighthouse Customer Service Representative
Department of Children & Families
02.2025 - 09.2025
- Supported coordination of high-volume service workflows, managing 150+ weekly cases and reducing resolution time by 30%.
- Collaborated with internal teams and partners to ensure timely service delivery, achieving a 95% resolution rate.
- Streamlined intake processes and improved operational turnaround by 35%.
- Managed sensitive escalations, supporting service continuity and organizational objectives.
- Served as primary liaison for applicants, maintaining thorough communication and documentation.
Field Operation Manager
Computer Aid Inc
Orlando
12.2014 - 06.2024
- Coordinated project activities for a 40+ member field team across North Florida, improving project turnaround by 5%.
- Directed scheduling, resource allocation, and workflow planning for 20+ major initiatives, contributing to a 12% rise in successful project delivery.
- Implemented automated workflow systems, improving efficiency by 15% and strengthening compliance.
- Reduced operational expenses by 10% through process improvements and vendor negotiations.
- Improved onboarding processes, reducing training time by 20% and enhancing team readiness.
Technical Support Analyst III
Florida Department of Transportation (FDOT)
Orlando
11.2007 - 12.2014
- Supported IT infrastructure projects involving upgrades, monitoring tools, and performance improvements across 80+ endpoints.
- Executed deployment schedules for 40+ system upgrades, increasing performance by 15%.
- Produced documentation and training materials that reduced helpdesk tickets by 10%.
- Collaborated with vendors and internal teams to resolve escalated issues, consistently exceeding SLA targets.
- Implemented monitoring and alert systems that reduced MTTR by 10% and improved system reliability.
Education
Bachelor of Science - Computer Information Systems
DeVry University
Orlando, FL10.2005
Skills
- Project coordination and scheduling
- MS Project
- Asana
- Jira
- Process improvement and workflow optimization
- Stakeholder communication
- Cross-functional collaboration
- Reporting and documentation
- Risk management
- IT service delivery
- Data-driven decision making
- Cloud (AWS, Azure)
- ITIL and service management practices
Timeline
Lighthouse Customer Service Representative
Department of Children & Families
02.2025 - 09.2025
Field Operation Manager
Computer Aid Inc
12.2014 - 06.2024
Technical Support Analyst III
Florida Department of Transportation (FDOT)
11.2007 - 12.2014
Bachelor of Science - Computer Information Systems
DeVry University