PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst - Information Technology

Responsibilities:

• In depth Interviews Executive Team, C-Level, and Operational team members
• Detailed SDLC process analysis between two major corporations current / desired state.
• Generated Gap Identification and Resolution Recommendations
• Requirement - Gathering, Clarification, Socialization, Calibration, management
• Designed Agile KanBan / Scrum SDLC process for Production Fix and New Functionality
• Optimized process, communication and working relationship between companies

Confidential

Project Manager - Senior Support Analyst / Process Automation

Responsibilities:

• Project Managed implementation of secure work space security compliance processes for sales and technical business channels in all Offshore / Onshore Confidential outsourced vendor call centers (13 vendors / 25 locations - Philippines, India, Latin America, and U.S.A.)
• Project Managed highly skilled, multicultural technical global cross functional team (up to 160) for vendor partner requirements and audit readiness
• Security Compliance Process Automation -Led planning, requirement development, testing, implementation, training of new uniform vendor partner governance system / process for contractual governance of security compliance agreements - Reporting -Analysis / Adherence/ Enforcement
• Executive Team Award for significant governance and efficiency ( 2 full time employee reduction)
• Off-Shore Gatekeeper for all Confidential call center customer complaints

Confidential

Manager - Performance Assurance

Responsibilities:

• Operational Process Governance Mid-Atlantic / Potomac Region call centers - adherence reporting, calibration sessions, and KPI analytic oversight for volume and efficiency reductions over 1500 employees
• Regional Employee Engagement Lead - Cultural Inspiration / Recognition - daily attendance 65% up to 95%
• Coaching Governance - develop/ facilitate standardized process content, approach, audits, calibrations, training identification and administration exceeding organizational KPI stretch benchmarks
• Idea Manager - Employee suggestion feasibility evaluation 46% implemented (160/350)

Confidential

Manager - Customer Experience Testing / Operations / IT Help Desk

Responsibilities:

• Customer Experience Requirement Testing (CET) and User Acceptance Testing (UAT) SDLC Governance team (9). Process for all Confidential Retail Market consumer and business product service offerings
• Led, Designed and Implemented requirements for standardized expert system application to manage (CET & UAT) testing activities of all new product and service offerings (Projects, Requirements, Test Plans, Test Cases, Issues, Test Bed, and Reports) for use by Test Team (102 testers).
• Built billing administration and receivable management production test bed (4000 Voice and Data Lines)
• IT Help Desk Governance - Development, Implementation and Support for standardized trouble ticketing and issue management system supporting entire Confidential Telco and Vendor Sales channel landscape
• IT Trouble Ticket Automation -Requirement Development, Design collaboration and implementation of rule based process for ticket management supporting all Consumer, Business and Partners for accelerated resolution
• IT Issue Pipeline Process - Conceived and implemented groundbreaking End to End Issue management process for over 15k internal/ external partners on severity, aging & accountability
• Sale Force & Support Team Field Flashes - Release Training, Enhancements, Fixes, M&Ps
• Metrics & Reporting Governance - Productivity, KPI Scorecards, Issue management
• District Budget and Confidential Vendor employee Management

Confidential

Project Manager - Tactical & Strategic State Launch Readiness

Responsibilities:

• Executive Leadership Key Deliverable Launch Readiness - Managed and executed entire consumer and business retail market service delivery value chain project plans critical path, issues, status reporting with large cross functional team (up to 600) with very diverse skill sets and experience levels for all states seeking long distance entry (NY, MA, CT, RI, NJ, PA, VT, ME, NH, DE, VA, MD, WV).
• IT system requirements documented / submitted states granted long distance relief.
• Demonstrated tremendous interpersonal, managerial, telephony, IT, technical, business understanding
• Managed a highly technical Oracle AP/AR, Data Warehouse, Data Mining and Development Team
• Strategic Business Leader - Conceived / Implemented Confidential 's strategic launch planning and risk mitigation pro-active preparation process (Leap Frog) enabling 100% readiness at time of state approval
• Business Voice & Data Products and Services Fulfillment Process Automation - developed highly detailed requirements and project managed vendor for smooth successful implementation of customer Welcome & Calling Card Kits for (Dedicated Access Voice, Private Line, Frame Relay, ATM.}
• Outstanding High Performance & Contribution Awards -President Awards, Cheers for Peers

Confidential

Manager - Process Re-Engineering Central Office & Interoffice Facility Engineering

Responsibilities:

• Analyzed and project managed work-flow process optimization of complex Central Office & Inter-Office Facility Engineering & Construction organization work flows for high capacity fiber transmission systems
• Developed methods and procedures, engineering standards, engineering systems requirements
• Project Manager - Traffic Wise System Implementation to 600 Confidential offices to identify customers incurring high amount busy signals used to up sell additional lines - Yr #1 added 6.5 million revenue

Confidential

Director - Systems Subsidiary Spin-Off (Special Assignment)

Responsibilities:

• Project managed design and implementation of a system migration of Confidential Public Pay Phone business subsidiary from Legacy Systems to a Client Server platform.
• Automated entire customer account process for all sales & business offices on Lotus Notes platform
• Smart Pay phone collection process automation - auto dispatch for full coin or requiring repair

Confidential

Manager - LAN/WAN Administration Engineering & Construction Department

Responsibilities:

• Managed LAN Administration and Operations for New York Greater Metro & Manhattan with a direct report team of 18 highly skilled technicians for design, implementation, daily support
• Quality Management & Process Improvement:
• Designed and Implemented Engineering LAN/WAN for over (3000+) clients (Server, Desktop, Network)
• Negotiated Confidential employee team New York / New England LAN Administrators (30)

Confidential

Manager - Engineering & Construction / Process Re-engineering and Automation

Responsibilities:

• Role evaluated all Confidential engineering and construction department end to end processes for improvement and efficiency through automation.
• Quality Management & Process Improvement:
• Managed direct report team of 17 Lotus Notes Confidential software developers to successfully transition engineering to a paperless environment utilizing dedicated servers and P2P based architecture
• Established Vendor Engineering Center - centralized equipment ordering application saving company $2.5 Million annually ( Presidents Award recipient)

Confidential

Manager - Centrex Engineering / Process Re-Engineering and Automation

Responsibilities:

• Re-Engineered and automated all Centrex Engineering Workflow Processes.
• Using Brown Paper Workflow Diagramming Process designed and implemented an Expert System using NExpert Object Artificial Intelligence software on a Macintosh P2P platform to capture and automate knowledge of (25) retiring subject matter experts (Technical Excellence Award recipient)

Confidential

Senior Engineer - Interoffice Facility Planning

Responsibilities:

• Interoffice Facility Planner – High Capacity Digital Transmission systems
• Managed a Team of 23 Data Entry Clerks- Award increasing productivity of 25%
• Engineered High capacity Fiber Optic Cable and Equipment implementation for Nassau /Suffolk & Westchester NY Counties - $50 million budget
• Artificial Intelligence Software - Facility and Equipment Planning Engineering Software - partnered with Bell Labs to develop a rule based software tool to automate engineering process for all Bell Companies.
• Nationally recognized Bell Labs -developed automated Network Diversity and Disaster Recovery Software for cable and equipment failures used in all U.S. telecommunication companies
• Robotic Process Automation – Established bank of PC computers perform thousands new customer add disconnect and database clean-up orders daily – Utilizing screen scrape task mate automation software ( 50 FTE savings)