PROFESSIONAL EXPERIENCE:

Sr Project Manager, IT Project Management Office

Confidential

Responsibilities:

• Focused on $4M project providing a Contact Center as a Service solution. Goal is to refresh hardware and update software. An additional layer of redundant architecture and services is required to guarantee 99.9% availability or better. The proposed solution is designed to support 600 call center agents for 5 years.
• Working with external resources to develop and install features. Internally, coordinating with Enterprise Architecture, Telecom, QA, and Staffing to implement solution. Also working in parallel with the Data Center PM to ensure hardware requirements apply to supply chain vendor and get installed on time.
• Provide Customer Service business units for MyHealth/state of North Carolina initiative. Includes Genesys Call Center and Siebel Appeals & Grievances platforms.
• Replace FairWarning platform with Protenus leveraging Lawson and Epic data in order to evaluate and flag user behavior and appropriate vs inappropriate access to monitor and audit privacy breaches.

QA/QC Manager

Confidential

Responsibilities:

• Oversee project quality in a mission - critical environment at the Los Lunas data center with construction of racks, running of copper, fiber lines, installing PDU’s, fiber distribution and patch panel boxes, server, storage, networking, circuits, security, connecting facility control systems, and OSP.
• Assure delivery and maintenance of all structured cabling and connectivity, on time, within budget, to standards of quality, reliability, and uptime.
• Perform quality audits to assure work meets quality standards prior to turn-over.
• Develop weekly reporting documentation and spreadsheets highlighting all active concerns, remediation, and resolution in coordination with appropriate staff.

Project Manager, Global Network Services

Confidential

Responsibilities:

• Part of a matrix organization focused on putting together solutions with key resources, systems, vendors, overseeing construction effort for full-scale deployment of fiber, wireless, and network infrastructure connectivity buildout to support new headquarters ( Confidential Park).
• Managed cross-functional site infrastructure projects covering a range of areas (data center, office, PoP, datacenter network & backbone network, CDN, hardware systems, capacity management).
• Provided hands-on program management during analysis, design, development, testing, implementation, and post-implementation phases.
• Built and provided day-to-day coordination and quality control into project plans and tasks effectively, driving internal process improvements across multiple teams and functions.
• Enabled consistency across projects, regions globally and alignment with other PM’s, creating and maintaining master schedules, budgets, BoMs, etc.
• Interfaced with engineering and business stakeholders for project requirements and scope.
• Ensured lessons learned captured, acted on, and communicated out for each project.
• Performed risk management and change management on projects.

Program Manager, Global Network Engineering

Confidential

Responsibilities:

• Lead globalcorporateWAN backbone infrastructure engineering program for Confidential & Confidential split, including:
• Maintaininginternal resource budgets, total cost of materialat$20M,andrecurring monthlyservicesat $50Kin alignment withfinance team
• Scoping sessions with key stakeholders,defining go forward architecture designs( Confidential retaininglegacy systemsand PayPalcreating a new MPLS layer 3 cloud-based solution)
• 14hub builds
• 2 mini-hub builds
• 7data-centers, VRF light, MPLS connectivity
• 7Internet POPs, transit/peeringconnectivity
• Corp-Site demarcation,gateways, compliance zone connectivity in offices
• Coordinate withISPstoscope different types of diversity and routes between sites,cabling, and service delivery
• Circuit/network equipment provisioning, procurement, sourcing, installation,configuration, migration,cutover
• Connectivity/testing:internal enterprise apps, offices, and external/Internet for both environments
• NetSecfirewalls ordered,rules built and separated, Internet registry assignments
• IP space allocation:adjustdatacenter public IP spaceto a new range,develop overall plans for externalpartnercommunications and IP change
• Researched, evaluated, and rolled out new PMO application platform for dozen-member team with a focus on reporting, resource capacity, risk assessment, change management tracking, planning, and project dashboards, providing live analytics to all levels of management.
• Collaborated with technical writer resources to draft team runbook and onboarding process document to utilize in new hires.
• Facilitated full Asset Lifecycle Management program audit to identify key issues.
• Performed network process optimization as Confidential currently utilizes Tableau to pull multiple data streams, recommended ServiceNow automation to have clear cut info displayed with a drill down into greater detail when needed. Delineated context around requirements, forecast, & pipeline, against timeline.

Project Manager, Global Support Delivery

Confidential

Responsibilities:

• Managed high-level global escalations working in partnership with engineering, internal/external supply chain, operations, and logistics teams, sourcing material to suit particular account team needs, dedicated to improving customer experiences across all product lines by leading creation of cost-effective, mutually satisfying resolution while providing post-mortem analysis for process and program improvement.
• Maintained $5 Million monthly activity budget, devising database metrics, producing requested output adding/revising key features as needed; generating monthly, quarterly, yearly cross business unit reports highlighting all major product categories, issue types, cost breakdowns, financial summary, etc. provided to senior business unit leadership and stakeholders.
• Oversaw escalation projects for 15 strategic enterprise accounts and 4,000 corporate accounts in partnership with various divisions, inspiring customer loyalty by enhancing post-sales experiences.
• Specialized in action plans improving total customer experience focusing on: issue review, ownership, customer engagement, customer pain point determination, action plan development, and solution team engagement.
• Utilized performance feedback tools, increasing top account loyalty index scores by guiding account management on customer relationship improvement processes.
• Generated internal business summaries from database, encapsulating specific data sets.
• Represented internal organizational voice of workforce program; leveraged survey feedback to execute development of social business platform as open forum dialog for best practices.
• Developed, designed, and implemented SharePoint, enhancing team productivity.