PROFESSIONAL SUMMARY:

• 17 years in IT industry with 7 years as Project Manager/Technical in full life cycle of software projects from inception to post - implementation. Successful track record in managing System Development Life Cycle (SDLC) projects using waterfall and agile/scrum methodologies.
• Confidential is a results-driven professional Project Manager and Scrum Master with solid experience in Project Management, Agile-Scrum Methodologies, Implementation Management, Customer Service Management and Information Technology with 30+ years of direct experience with high profile companies including Confidential, Confidential, Verizon and Wyndham Worldwide. Philip is an empowering manager and motivator who seizes opportunities, drives positive change, improves productivity and customer satisfaction, significantly reduces operating costs, and executes plans that improve revenue and profit. He has been cited by management for developing strategy and leading teams to improve productivity. He is experienced with, motivating and empowering his teams to consistently exceed set expectations and established matrices both as individual employees and in team settings. Confidential has that rare mix of technical competence, sales appreciation, leadership and financial expertise with a strong commitment to exceeding expectations.

TECHNICAL SKILLS:

SKILLS: - Method 123- OPPM- Microsoft Project - PeopleSoft- Windows 8.1 Pro- Windows 7 - XP Home and Pro- Window XP Registry - Clarity - Zero Chaos- Office 2013,2010,2007,2003- Excel 2013, 2010, 2007, 2003 - Power Point 2013, 2010, 2007, 2003- Word 2013, 2010, 2007, 2003- Works 2013, 2010, 2007, 2003 - Ubuntu (Linux) 12.4- LibreOffice 2013- SQL - Active Directory- Remote Access- Proprietary Software

PROFESSIONAL EXPERIENCE:

Confidential, Surprise, AZ

Senior Project Manager

Responsibilities:

• Oversee company wide conversion, adaptation an implementation to Agile-Scrum Methodologies for all currently scheduled projects with the initial “on boarding” beginning February 1, 2015 and the subsequent implementation of Agile-Scrum for future projects.
• Provide and mentoring for Senior Management; Project Managers; new Product Owners; new Scrum Masters and Teams.
• Develop and implement the conversion of all current project reports to conform to Agile Reporting and create customized reports as required for Senior Management; Stakeholders and Clients.
• Waterfall and Agile experience with project management methodology and enterprise projects.

Confidential, Poughkeepsie, NY

Implementation Manager

Responsibilities:

• Cited by management for excellence of work and commitment.
• Completed Shell Windows 7 Conversion and Imaging Project on time and 17% under projected budget.
• Managerial Oversight for Win7 Imaging Implementation
• Oversaw the logistics for the WVO-13-Shell Infrastructure Initiatives(Win7 Conversion and Imaging) including Site Scheduling for Win7 Imaging throughout the US and Canada; Budget Creation and Oversight for Contracted Resources; Report on Actual vs Budgeted Labor Cost
• Coordinate Tech Onsite Visits and Travel
• Follow up on Technical Issues encountered at the respective sites
• Liaison to Senior Management

Confidential, El Mirage, AZ

Senior Project Manager

Responsibilities:

• Cited by Management for excellence of work, commitment and control and reduction of budget costs.
• Provide realistic visualization and viability of said projects.
• Develop project management plan and all related component plans for said projects.
• Responsible for keeping projects on track in regards to schedule and budget.
• Responsible for identifying, monitoring and responding to risk.
• Responsible for providing accurate and timely reports for all project metrics.
• Develop PERT charts for all purposed property acquisition and renovation projects in order to Liaison to CEO, CFO and COO as well as all stakeholders for said projects.

Confidential, Tucson, AZ

Senior Technical Support/ Product Knowledge Expert

Responsibilities:

• Support the Customer Service Staff which is comprised of 25% Seniors and 25% Boomers in developing and maintaining their product knowledge of the company's online programming and its implementation on Computers/ Macs/ Laptops/ iPads and other Tablet Devices.
• Developed the Program for the Customer Service Department.
• Proven track record in developing and maintaining collaborative working relationships with a variety of customers both Domestic and International.
• Direct the ongoing Technical and Customer Support for 5 sales regions, including the company's top account.
• Product knowledge expert for Confidential al web-based proprietary software
• September 2012 assisted with the Windows 7 conversion / migration for Confidential
• Develop, upload, maintain and restore Client Databases with a 100% success rate.

Confidential, Tucson, AZ

Senior Floor Manager / Unofficial Project Manager

Responsibilities:

• Motivated team members to exceed production goals while maintaining the highest standards of integrity. Achieved and maintained a Team Average Call Time of 150 seconds, Average Hold Time of 13 seconds, First Call Resolution Rate of 98%, Team Schedule Adherence of 97% and an Absenteeism rate of 3%.
• Supervised first-level Technical and Customer Support for all aspects of the Verizon Prepaid Contracts in addition to serving as Senior Floor Manager to call center staff of 800 comprised of Seniors, Boomers and Millenials.
• Conducted staff for production enhancement and new releases.
• Responsible for Scheduling and Timeline adherence of the Tier1 Technical Support during the Alltel/ Verizon Merger.
• Responsible for reporting to Senior Management on project progression, risk identification and resolution.
• Function as liaison between Senior Management and Implementation Staff

Confidential, Tucson AZ

Responsibilities:

• Turbo Tax Outbound Technical Support
• Turbo Tax OneView Pilot Program
• Troubleshot Connectivity Issues, Data Flow Issues and E-Filing (ETX) internet connection/transmission issues
• Assisted Clients with Database Recovery and Data Transfer/Imports.

Confidential, Tucson, AZ

Operations Manager / Unofficial Project Manager

Responsibilities:

• Motivated employees to exceed production goals while maintaining data integrity, achieved a production data completion rate of 99% and data accuracy rate of 100% and a statical variance rate of 3% for all opinion polling.
• Developed and implemented strategies for measuring data collection and product quality.
• Managed the activities of the staff assigned to the call center which comprised of approximately 25% Seniors, 25% Boomers and 50% Millenials
• Delivered timely and reliable reports of the activities of the call center as requested.
• Provided written and verbal evaluations to members of the Call Center Staff.
• Responsible for Budget projection and adherence: Staffing: Implementation Scheduling and Project/Campaign Implementation.
• Responsible for Risk Management and Disaster Recovery Planning and oversight.

Confidential, Gilbert AZ

Founder & Technologies Officer

Responsibilities:

• Direct the ongoing cultivation, solicitation and stewardship of certain strategic relationships with industry and Ecumenical partners.
• Direct the long-term Technological Growth and Development in order to assure innovation, relevance and sustainability
• Consult and advise on the specific technological needs and requirements for respective clients.
• Oversee the design, implementation and “on-boarding” of proprietary software for clients outreach programs.

Confidential, Tucson, AZ

Senior Tech, Lacerte System Support

Responsibilities:

• Worked with Lacerte Tax Software, Source Document Auto Entry (SDAE), Document Management Service (DMS).
• Troubleshot Remote Entry Processing (REP) and E-Filing (ETX) internet connection issues.
• Troubleshot Network, WorkStation and Stand Alone installations.
• Troubleshot Communication Issues on Peer-to-Peer, Client-Server and Terminal Server Networks.
• Assisted Clients with Database Recovery and Restoration issues.

Confidential, Tucson, AZ.

Senior Tech, Features & Premium Services

Responsibilities:

• Daily troubleshot member issues with various Premium Services as well as connectivity and compatibility issues.
• Member Connect 2 Pilot Team
• 2005, 2006 AOL Street Team Representative for Features and Premium Services Department, Tucson AZ
• 12 Travel for AOL TECH to Toronto Canada to train Senior Management and Coaches on Member Connect 2.
• 5 Travel for AOL TECH to Toronto Canada to help troubleshoot the site.