SUMMARY

• Large - scale client facing projects upgrading and deploying, VPN servers, VM servers, scanners, PCs and printers. Managed Delivery PM's and Engineers, to meet the Client's desired results within scope and delivery timeframe.
• Large-scale projects upgrading End of Life Servers. Worked closely with Database Engineers, Technology Engineers, Operation Groups, and Cyber Security in migrating operation servers: from Windows 2003 to Windows 2012-R2 platforms with SQL-Databases.
• System and their nationwide call/contact centers. Managed the migration of 12 call/contact centers: from AS400 to NICE and LAMP systems. Implemented system changes, performed testing,, and verified NICE functions (recordings, playback, reporting, click-to-call, user access rights, etc.)
• Large-scale project created a disaster recovery plan and implemented it. Designed an operation relocation plan, database recovery plan, resource management, testing and deployment
• Medium scaled projects delivered new PSTN and toll free numbers with prompts in different languages. Worked closely with global telecom companies, to purchase and deliver toll-free numbers to HP's global call/contact center sites. Managed professional voice recording talents, via a global recording company in multiple languages recordings: Castilian, French, German, Hebrew, Italian, UK English, Vietnamese, and Arabic
• Confidential: Medium-scale project modifying Aon's telephony platform, in preparation for an increase of 100% call volume for the annual enrollment campaign. Coordinated switch upgrades, managed client moves and the influx of new associate load onto the platform (NICE recording, phone mail, and call volume).
• Medium-scale project to repair accounts. Worked on design, tested, and deployed application, which identifies accounts that may not be in line compliance laws, system would identify non-compliant accounts, generating a notification letter. At which the Compliance Staff could then mail that letter to the account holder.
• Moderate scale project development and deployment of application, worked with programmers to create a custom application used by Medical Sales Reps for customs surgical tray sales.

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Member Order Specialist

Responsibilities:

• Gather and stage products for online orders and for club pickup, by Club Members
• Build lasting relationships with local businesses and organizations
• Warehouse Environment: 90% 3rd shift and inventory control

Confidential, Irving, TX

Vehicle Transporter

Responsibilities:

• Rental car clients: Enterprise Rent-A-Car, National Car Rental, Alamo Car Rental
• Transport rental vehicles from DFW airport to local staging base
• Prep vehicles for future rentals: inspect, fuel and clean
• Return vehicles to assigned client locations at DFW airport (rental agency sites)

Confidential, Dallas, TX

Business/System Administrator/Analyst

Responsibilities:

• Design and deploy IT strategies (backups, recovery, growth, security, resource management)
• Hands on support of software and hardware installation / repairs, including desktop/helpdesk support (remote and on-site)
• Tools Utilized: VNC, WebEx, Office 365, MS Project

Confidential

IT Infrastructure Project/Program Manager

Responsibilities:

• Managed complex client facing projects
• Worked with client on the delivery of project scope, project plans and strategies
• Managed the deployment of PCs, Kodak scanners, and printers for 96 US Law Firms
• Managed project budget and schedule
• Managed the build of new UNIX servers to replace the client's legacy Linux servers within the client's budget, scope, and timeframe
• Tools Utilized: PMBOK, Waterfall, Office 365 Pro, Project 2016
• Project Resources: 2 technology firms - 86 Field Engineers, Xerox Techs, 2 System Engineers

Confidential, Buffalo, NY

Infrastructure Project Manager

Responsibilities:

• Managed complex physical and virtual server builds, upgrades, and decommissioning
• Managed database migration from end of life servers to newly built servers
• Updated project plans, in conjunction with project scope changes
• Ensured all phases of project cutovers were on track and delivered within its scheduled timeframes, including database backups
• Tools Utilized: PMBOK, Agile, SharePoint, Project 2013, Visio, Office 365 Pro, Remedy
• Project Resources: 12 Unix Engineers, 3 Cloud Security Engineers, 3 System Engineers

Confidential, Austin, TX

Quarterly Enhancement Project Manager

Responsibilities:

• Managed 25 to 30 projects per quarter and ensured all projects were delivered on schedule, within the assigned quarter, and within the agreed upon scope
• Delivered PSTN and Toll free numbers to international HP call/contact centers
• Evaluated vendor quotes and advised Business Units on the best course of action
• Managed the porting of services, numbers, and billing from one vendor to another, while maintaining the Telecom Infrastructure
• Tools Utilized: PMBOK, Waterfall, SharePoint, Project 2013, Visio, Office 365 Pro
• Global Resources: 5 Recording Talents, 3 Design Engineers, 3 global telecom companies

Confidential, Orlando, FL

Telecom Administrator

Responsibilities:

• Managed contact/call center moves and department redesigns, in accordance with SDLC in preparation for annual enrollments and 100% increase in new business
• Coordinated switch updates and upgrades of Siemens switches
• Updated and maintain phone system (call recording, PBX updates/adds, servers, Cisco switches, phone mail, Aspect UIP, VoIP, and ACD connections)
• Managed the influx of new associates effect on the increased load onto the telecom platform (NICE recording, phone mail, and call volume)
• Tools Utilized: Waterfall, Project 2013, Visio, Office 365 Pro, Remedy
• Local resources: AT&T, Unify and IT staff

Confidential, Plano, TX

IT Project Manager/AML Project Manager

Responsibilities:

• Completed 11 highly complex and critical projects in order to bring the bank in compliance with federal laws primarily in Anti Money Laundering and Disaster Recovery compliance
• Outlined Client scope, project plans, control procedures
• Managed multiple projects remotely, including resources
• Completed CRM upgrades and performed client-facing migrations of customer service sites throughout the nation to comply with US Government Regulatory Laws and compliance guidelines
• Produced daily, weekly, and monthly progress reports on milestones
• Worked on other virtual project teams, based upon project needs
• Tools Utilized: PMBOK, Agile, SharePoint, Clarity, Nexus, Project 2013, Aspect Unified System and Call Center DR Dialer
• Global Resources: 5 Network Engineers, 4 Software Engineers, Black Box Engineers

Confidential, Athens, TX

IT Manager

Responsibilities:

• Managed all IT operations; Staff, network security, infrastructure upgrades, and associated systems for both in-house manufacturing and national sales force (primary helpdesk support)
• Negotiated service contracts with service providers and suppliers
• Updated phone system from analog to a VoIP system (call recording, NICE, data center, PBX updates/adds, servers, Cisco switches, HP and Cisco routers, voicemail and ACD connections/upgrades)
• Migrated servers from Windows NT to server 2010
• Upgraded Argons' manufacturing systems from MFG-PRO to QAD
• Established a Disaster Recovery Plan and database archive procedures
• Implemented a wireless and handheld warehouse inventory control and management system
• Upgraded Argon’s Kronos time keeping system - from v6.0 to v6.1
• Worked with department heads on Kronos audits: time and attendance, access rights, etc,,,
• Tools Utilized: Waterfall, Six Sigma, VMware, VPN, RAS, and VNC to manage company’s virtual servers