SUMMARY:

• Thirteen years of project management experience leading medium and large cross - organizational projects. Using the Scrum framework led application development projects. Managed process improvement initiatives and infrastructure projects applying Waterfall, Six Sigma and Change Management methodologies.
• Diversified IT experience on a broad base of technology platforms. Managed Call Center and software development infrastructures. Administered telecom voice and data services, network and database systems. Implemented software and hardware projects including Data Center relocations, database migrations, application upgrades network security and disaster recovery initiatives. Managed virtualization projects.
• Proven track record ensuring that projects are aligned with strategic goals, methodically implemented and, once deployed, adopted by end-users.
• Strong organization, planning, and administrative skills combined with dedicated work ethic, commitment to excellence and customer satisfaction. Areas of specialty include:
• Process Improvement
• Change Management
• PMO Implementation and Facilitation
• Data and Business Analysis
• CRM, ECM and IVR Application Development
• Call Center Infrastructure Management
• Telecom Voice and Data Services Management

TECHNICAL SKILLS:

COMPUTER SKILLS: Office365, MS Project, Word, Excel, Power Point, Access, Visio as well as SQL*Plus Voice and Data Communications, PBX (i.e. Avaya, Nortel, CRX), IVR, Unix, Windows 7/10, Avaya (ASA, CMS, MSS), PeopleSoft CRM, e-Builder, Jira, Confluence, SharePoint.

PROFESSIONAL EXPERIENCE:

Confidential, Wayne, PA

Project Manager

Responsibilities:

• Created documentation to standardize application upgrade processes.
• Mapped As Is Service Management procedures in order to facilitate migration to ServiceNow.
• Led from initiation to closure the upgrade of VMware Horizon and the pre-deployment testing of Chrome 56.

Confidential, Philadelphia, PA

Project Manager

Responsibilities:

• Enabled marketing team to create standardized and consistent attorney profiles for existing and prospective clients. Planned and implemented email address change rollout by geographic region and office size. Created Email Naming Convention Standard and intake guideline documents for HR Department.
• Automated and standardized the handling of packages and internal mail across all domestic offices. Planned and executed the rollout of a third party application, secured mailroom desktops and implemented the use of handheld tracking devices. Created Mailroom Standards and Procedures as well as procedural FAQ documents.
• Led the framing and approval of a $500,000 application redesign project. Managed the implementation of development environments. Planned and executed the migration of client facing applications to a new multi-tier firewall environment (VMware). Worked with application vendor to secure restricted data exposed in the cloud.

Confidential, PA

Senior Functional Project Manager

Responsibilities:

• Developed Agile software development guideline for Barclaycard’s Collections Project Delivery group
• Mapped work flows and documented existing UAT and QA processes
• Developed procedural guidelines for QA Analysts

Confidential, Washington, DC

Project Manager, Information Technology

Responsibilities:

• Led the implementation of IT operational and strategic initiatives as dictated by contractual agreements.
• Evaluated IT processes and provided a detailed report with recommendations to improve operations.
• Created PM and financial reports/dashboards templates for PMO managers and PHL senior executives.
• Developed user guidelines as well as a comprehensive IT Policy and Procedures document.

Confidential, Crum Lynne, PA

Project Manager Consultant

Responsibilities:

• Managed CRM application enhancements as well as new ECM, IVR and ClearQuest application development projects from initiation to closure.
• Led system integration projects involving applications hosted by vendors, business partners (i.e. other Credit Reporting agencies) and customers such as Banks and Credit Card companies.
• Using Six Sigma methodology led process improvement initiatives reducing operational costs by 10 - 15%.
• Designed and implemented the infrastructure for a PMO. Created PM guidelines, procedures, forms and templates. Trained Managers and Supervisors at multiple sites on PM Fundamentals and Advanced Concepts.
• Following ITIL guidelines designed and implemented the automated tracking and reporting of Projects, Process Improvements, Incidents, Change Management and Service Requests.
• As part of an infrastructure upgrade, led the technical implementation of a multi-site VoIP migration and the upgrade of Workforce Management, QM and Call Recording systems. Working with various vendors (Avaya, Verint as well as Contact Service Providers in India, Costa Rica and the Philippines) developed requirements and design documents. Led testing and activities. Provided post-implementation technical support.
• Coordinated implementation and compliance of Crisis Management policies and procedures.

Confidential, Philadelphia, PA

Project Manager

Responsibilities:

• Developed Project Management guideline specific to PHA’s IT environment using Systems Development Life Cycle, Project Management and Change Management methodologies.
• Used Six Sigma methodology to improve project implementation processes.
• Maximized the use of technology to improve operations. Working with executive officers, department managers and cross-functional team members, developed strategy to address process automation issues.

Confidential, Haverford, PA

Manager of Information Technologies

Responsibilities:

• Coordinated the implementation of database applications using Oracle products (8i and 9iAS). Planned testing and deployment phases. Designed and implemented disaster recovery planning.
• Supervised the installation of a Data Center for a new Call Center facility. Planned and coordinated the relocation of two Data Centers. Evaluated and negotiated telecom voice and data service contracts.
• Conducted telecom audits, evaluated services and reduced telecommunication expenses by 15%.
• Coordinated the implementation of a data migration project (FileMaker to Oracle).
• Planned and implemented Call Center applications (i.e. E-mail blast, Fax Broadcasting).