PROFESSIONAL SUMMARY:

• Strategic, dynamic, and detail - oriented Project Manager with Six Sigma White Belt and project management s, supporting 15+ years experience in change management, strategic planning, and project development and ownership during all stages of the project lifecycle. Demonstrated skill and knowledge in process improvement, research and analytics, technical project implementation, and diverse work environments. Expert at leveraging strategic communication skills to deliver timely, quality work output in fast-paced, demanding scenarios and meet the needs of various stakeholders. Highly analytical team player with the ability to remedy operational roadblocks. Future Project, Implementation or Change Manager.

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential

Responsibilities:

• Plan and execute various business operations projects throughout the entire project lifecycle, requiring subject matter expertise in different methodologies (e.g., Agile, Scrum, Waterfall); lead all aspects of projects including network rollout, end to end testing, platform validation, troubleshooting, and change management; manage and spearheaded international project team of eight project managers, ensuring projects are delivered under budget and on time; manage KPIs and milestones; develop distribution and demonstration plans with project team; allocate resources; define scope; identify and mitigate risks and roadblocks; establish and maintain communicative relationships with stakeholders of all levels, including senior leaders, collaborating and communicating via Microsoft Teams; collect project metrics and provide status update reports to senior leadership with 100% accuracy.
• Manage provisioning of data center services (e.g., colocation, connectivity, raised floor services, deployment, and other services).
• Supervise local engineering team to ensure adherence to standard operating procedures, sequence of operations and maintenance standards to guarantee execution of Digital Realty’s periodic maintenance program and maintenance calendar.
• Lead all aspects of project change management; apply change management best practices to maximize technology and process adoption in a project-based program environment; develop improvements to team processes and procedures through various strategic initiatives.
• Coordinate and communicate with stakeholders after initial installation to troubleshoot and perform system recovery.
• Maximize client experience by gathering all business requirements and managing changes effectively; facilitate 20+ calls weekly with each major Local Exchange Carrier (LEC) and Inter-Exchange Carrier (IEC); review orders and spreadsheets.
• Manage and coordinate company telecommunications (e.g., Ethernet, VMS relocations, installations, and upgrades) in the U.S. and Canada.
• Formulate sessions for employees on newly implemented systems.
• Manage conflicts, accounting, sourcing, and logistics during the implementation process; generated $1.2M in revenue by completing 10+ implementation projects; achieved a 23% improvement in customer retention rate.
• Implemented Vendor Managed Inventory (VMI) systems for a Phillips/Signify project in the U.S. and Canada, achieving 100% process implementation with a $300K budget.
• Completed critical, high-value project with a major pharmaceutical company to increase their bandwidth via the addition of Ethernet services for all of the company’s U.S. sites, allowing remote work capability for employees during the pandemic.

Project Manager

Confidential

Responsibilities:

• Planned and executed various concurrent implementation projects throughout the entire project lifecycle, requiring subject matter expertise in different methodologies (e.g., Agile, Scrum, Waterfall); managed teams, ensuring projects were delivered under budget and on time; allocated resources; identified and mitigated risks; established and built relationships with stakeholders of all levels, including senior leaders; collected project metrics and provided status update reports to senior leadership.
• Completed onboarding for ~10 Fortune 500 Companies with comprehensive, cradle-to-grave contract management and administration.
• Processed, submitted, and tracked up to 100 orders monthly for five Fortune 500 clients (e.g., Pfizer, GlaxoSmithKline, Danone, Philipps, Dirisi), utilizing key skill in supply and demand planning, forecasting, inventory, and business planning.
• Planned, coordinated, and followed up on tasks and timelines for all phased installation projects, utilizing exceptional communication skills.
• Gathered technical requirements for work orders, identifying necessary parts, equipment, and tools; tracked inventory of all parts and deliveries.
• Monitored order progress and collaborated with technical teams and organizational stakeholders to resolve issues promptly and effectively.
• Tracked vendor orders from submission to installation; managed vendors, establishing meetings to review service performance and execute necessary corrective action steps for low performance when necessary.
• Organized and led User Acceptance Testing (UAT) of SaaS services.
• Led and participated in 15-minute brainstorming events to identify areas of issue or concern and allow discussion of multi-perspective remedy approaches.

Telecom Expense Analyst

Confidential

Responsibilities:

• Validated, co-managed, and maintained organization of the telecommunication services and telecom inventory.
• Delivered trend reporting analysis of telecom charges; identified potential opportunities for cost and efficiency optimization; audited telecom carrier invoices; reviewed and paid invoices monthly.
• Maintained a high degree of accuracy in the support of 30+ account databases via the company’s propriety telecom expense software platform.
• Analyzed and audited telecom invoices using automated and manual approaches to identify errors and opportunities; facilitated cost savings of 25% from the annual budget.
• Prepared dispute claims and proactively communicated results to team and clients with accuracy and clarity.
• Provided analytical support to clients in support of optimal network cost efficiency and savings.

Billing Analyst

Confidential

Responsibilities:

• Analyzed and resolved customer billing disputes with accuracy rate of 100%, maintaining a client retention rate of 100%.
• Conducted gap analyses; identified operational opportunities to improve the billing process and create efficiencies; optimized workflow in a fast-paced, data-heavy environment with constant stream of new products and billing rules.
• Oversaw verification process, ensuring billing accounts set up to invoice were in alignment with customer contracts.
• Collected required documentation and configured new and old client information during change of ownership scenarios.
• Created reports to detail data regarding aging; participated in weekly meetings with senior leadership to communicate relevant information.