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Senior Program Manager/implementation - Consultant Resume

PROFESSIONAL SUMMARY:

  • A versatile Senior IT Program Manager/Project Management Professional with demonstrated expertise in all phases of Hospital, Public Utilities, Federal/State/City agency protocols, Call
  • Center interactive voice response, ACD analysis/implementation utilizing (Avaya Aura Enterprise Call Center solution which includes AES, CM, Experience Portal(AAEP), WFO, Confidential, Call Back Assistance, CMS, CMS Supervisor, Agent Desktop(OneX Agent), Quality Monitoring, CTI and additional third party solution integration.(Salesforce,Verint) for America On - Line.
  • Aspect/Genesys integration, business requirements analysis, software development, service delivery, telecom billing, customer support and project management partnering with a formalized Project Management Office as evident by the successful Vendor Management procurement and delivery of hardware, software, healthcare solutions, contract procurement, billing, financial, technical programs and projects for telecommunication providers ( Avaya, AOL, Montefiore Hospital, Cablevision, AT&T, NYNEX, Bell Atlantic, Verizon, Verizon
  • Business, Frontier Communications). A strong attention to business details and Professional Services customer support balanced with technical development experience and an ability to quickly understand a business goal ensures immediate contribution to you're company’s IT strategy.
  • Twenty years of Project Portfolio Management organizing and leading small to large complex projects to resolve and implement a diversified arena of business requirements using various Project Management tools.
  • Extensive hands on noledge and understanding of Capital project and programs in excess of 30 million dollars.
  • Expert noledge managing matrix documentation, along with strong program and project planning experience.
  • Advanced experience and ability to multi-task various large and small projects
  • Expert noledge coordinating the timely communication of project information, including; status reporting, meeting actions, changes requests, risk reports, issue logs, schedule and budget performance charts, etc.
  • Extensive hands on experience engaging in discussions with client in developing project framework, governance structure, rules of engagement, etc.
  • End to End Program / Project management from requirements thru production implementation.
  • Extensive hands on experience leading coaching, conflict resolution, team building, listening, crisis management, leading diverse groups, meeting facilitation.
  • Expert noledge in all aspects of planning, execution and project delivery including defining project scope, specifying deliverables, estimating project duration, cost, managing project budget, creating detailed project plans
  • Extensive hands on experience using Clarity, Microsoft Project, Visio and the entire Microsoft suite of project management tools.
  • Expert noledge of all phases of Vendor Management for the procurement and delivery of hardware, software, Avaya, Genesys / Verint telephony systems, and all products required for the implementation of a multi-million dollar Information Technology infrastructure.
  • Expert noledge of all phases of Vendor Management for consulting resources for multi-year programs in excess of 6 billion dollars.
  • Extensive hands on testing of Hand held wireless devices/Aruba software to be utilized by the NYSE traders on the Stock Exchange trading floor to pick up orders and complete customer sales.
  • Extensive hands on experience testing wireless clients utilizing AT&T, Motorola and Juniper networking systems for the New York Stock Exchange.
  • Expert noledge of Telecom billing processes, procedures, and Carrier Access Billing systems. Outstanding verbal communication and team interaction abilities.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Program Manager/Implementation - Consultant

Responsibilities:

  • Extensive hands on Project/Program management experience managing multiple day to day system integration projects for the implementation of the Avaya Aura Call Center solution which includes AES, CM, Experience Portal(AAEP), WFO, Confidential, Call Back Assistance, CTI and additional third party solution integration.(Salesforce,Verint) for America On-Line.
  • Extensive hands on program management experience managing multiple day to day system integration projects for the Confidential, New York Stock Exchange and the New York City Transit Authority partnering with a formalized Project Management Organization utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, d Confidential base updates and report writing tools for the entire New York City Transit Authority 5500 telephones located throughout the 5 boroughs

Confidential

Senior Project Manager/Program Manager Implementation - Consultant

Responsibilities:

  • Extensive hands on project management experience managing multiple day to day medical system integration project utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, d Confidential base updates and report writing tools for Montefiore hospital Call Centers using the Aspect/Avaya CTI platform partnering with a formalized Project Management Organization utilized by 2000 call center agents in 8 call centers located throughout New York, Bronx and Westchester. Utilizing the latest technology and managing a group of system/telephony engineers to design, development, test and implement access to all Confidential t medical information to be delivered and utilized on the Montefiore medical staff tablets which eliminated each medical professional from carrying a laptop to obtain this vital information.

Confidential

Senior Program Manager/Project Manager - Consultant

Responsibilities:

  • Extensive hands on project management experience managing multiple day to day system integration project utilizing the Agile methodology along with Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, d Confidential base updates and report writing tools for Cable/Media call center using the Aspect/Genesys CTI platform utilized by 4500 call center agents in 10 call centers located throughout the United States.
  • Partnering with a formalized Project Management Organization to coordinate and chaired daily meetings with our engineering, networking, business partners and contract vendors to analyze, develop and implement new call center solutions to a customer base in excess of 3 million customers.
  • Chaired weekly meetings withCall Center management to discuss and gather new business requirements for system enhancements to be utilized by the ten call centers located throughout the US.

Confidential

Senior Project Manager/Program Manager

Responsibilities:

  • Team chairman for implementation of HIPPA rules required for successful approval of new FDA emergency medical devices, and fulfillment center to be located in Bristol Pa.
  • Extensive hands on project management experience managing the day to day designing, development, and implementation of new hardware/software requirements, d Confidential base updates and report writing tools for medical alert devices and 500 call center agents in 17 call centers located throughout the United States.
  • Coordinate and chair daily meetings with our engineering and contract manufacture partners to analyze, develop, sell, provision, and ship medical alert devices to customers throughout the United States.
  • Chaired weekly meetings withCall Center management to discuss and gather new business requirements for system enhancements to be utilized by the nine call centers located throughout the US.
  • Chaired weekly conference calls withCall Center supervisors to discuss, analyze, and implement new processes and procedures to reduce the agent call time, while providing better service to our customers.
  • Designed, documented and delivered all requested and mandated for Call Center agent .
  • Analyzed, designed, and wrote all new agent scripts to be utilized while speaking with our customers.
  • Research and held weekly meetings with our executive team and numerous vendors to procure and implement a new Avaya call center telephone switch and scripting tools.

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