EXPERIENCE SUMMARY

• 22 years as Information Technology Professional, 9 years Program and Project Management experience. 18 years of hands on 'Call Center' application installation, deployment and support. Held roles as a Service Delivery Manager and as Senior Team Lead for both Infrastructure and Application Development Projects using Six Sigma, Waterfall and Agile Approaches Implementations in Small, Medium and Large companies. Managed offshore, near shore, local and distributed project teams responsible for all phases for the project and application development life cycle.
• Experienced in HP structured methodologies, Six Sigma/Lean, ITIL, Agile/Scrum Hands on experience with business application installation, upgrades, patches and operations support, business and project analysis, operational infrastructure and application support, integration implementation, Lead Trainer Train the Trainer , training and coaching on various levels of technical staff as well as a liaison between technical and non-technical teams.
• Proven track record of success in managing key program/project management disciplines such as client requirements definition, release management, risk analysis and mitigation, change control, quality assurance and customer relationship management. With the Desire, discipline, persistence and experiences to succeed and the ability to polish application and work processes to more efficiently deliver both a better quality and margin.

SKILLS SUMMARY

Release Management Intradiem, Knowlagent

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

• Lead project manager for an Agile project plan on Application rewrite from mainframe application to SaaS, PaaS, and IaaS Web environment
• Built an Agile project plan for application rewrite from mainframe application to SaaS, PaaS, and IaaS Web environment
• Worked on SOW restructure and application business requirements gathering, including storage requirements and documentation
• Functioned as a Business Analyst and elicited and gathered requirements utilizing techniques such as interviewing, observing, documenting and interface analysis along with focus groups and Business management team

Accenture/Verizon Business

Confidential

• Aspect WFM, NICE, Knowlegent Opstel application deployment Team Lead, for Kaiser Permanente Call center enterprise infrastructure roll out
• As WFM PM, I put together the Agile project plan time line for WFM roll out in Microsoft Project for each WFM process up to deployment
• While also working with and integrating additional applications such as PeopleSoft, Nice, Ktime, Kronos, Genesys GPLUS, Cisco IP phones and Right fax applications to have been tested and user functionality working as expected. Insure all servers and access administration rights and policies were correct
• Insured all site admin's and team members were prepared, trained and understood Aspect e-WFM software and backend administration and OpsTel administration tool
• Integrated, tested SIT-DIT-UAT , and verified user functionality of additional applications such as PeopleSoft, NICE, Ktime, Kronos, MyHR, Opstel, Knowlagent, Genesys Gplus, eWFM/Empower/RTA/DES, Cisco IP phones and Right Fax applications tested and user functionality
• Application SME Specialist working on the installation/integration of a 150m Genesys IVR, IR, Reporting, SIP, CUCM and Unity platform. Responsible for requirements gathering, implementation, documentation, UAT defect resolution, and deployment
• Lead WFM SMEs on deployment scheduling, complex change management requests, managing day to day responsibilities, and oversee 35 site deployments during the project delivery time-line

Confidential

PM/Technical Project Manager

• Confidential holesale Banking - Treasury, Technology Infrastructure and Global Information Security and Execution of multiple, complex projects and Programs.
• As project manager in leading assigned engagements performing all aspects of project management: Planning, Design, Scheduling, Budgeting, Resourcing, Risk and Issue Management, Communications
• Created all incident management documentation and process for facilities and systems
• Formulated and defined scope of work and objectives based on business needs
• Understood the business impacts of solutions and assisted in defining the best pathways to support new business process with heavy administration and change management practice
• Provided routine technical consulting and support for defining, developing and improving functional to business improved processes
• Served as a liaison between second and third party vendors, internal staff and clients to provide the best technical and application solutions

Sr. Technical Project Manager

• Managed a large team of Technical Project Managers, Engineers and Developers in a matrix / cross functional organization performing project work in the Business Bank, Corporate and Service Company portfolios Utilized a managed services approach of onshore / off shore teams Responsible for funding all initiatives and financial reporting to the senior executive committee of the bank Insured alignment of technology to core business objectives along with financial accounting practices
• Infrastructure projects inside Bank of America. All aspects of the project life cycle are part of TPM role - Design to deployment of project deliverables Application Installs/rewrites/testing, design, implementations utilizing Six Sigma and Lean Six Sigma Principles with special attention surrounding budgets, schedules, teams, venders, timeline of deliverables
• Provide program management and oversight for the delivery of complex business solutions in a complex, geographically dispersed matrix organization. Providing a combination of general business acumen, industry intelligence and broad technical knowledge coupled with the ability to plan, coordinate and execute as core competencies while applying Six Sigma methodology to the projects
• Worked on application rewrites, design and implementations utilizing Six Sigma and Lean Six Sigma Principles with special attention surrounding budgets, schedules, teams, vendors, timeline of deliverables
• Project managed and implemented data center hardware, severs, router design and a 4M and 11M EMC data storage array and assisted in design and approval of same. All principles of project management in large scale and multiple sites were affected along with international impact. This work consisted of implementing two new data centers and integrating new mergers into the BOA environments and internal PM application upgrades to Verizon such as MS Project, Nexus and Clarity

Operations Manager / Service Delivery Manager

• Managing multiple facilities and Managing multidiscipline, high-performance work teams with over 150 employees throughout MI, NY, NC, FL, GA, KC, CA, MN, MO. Consisting of project managers, technical project managers, engagement managers, technical design managers, design technical leads, portfolio managers and engineers
• Supported three facilities for all circuit provisioning and hardware systems management and support, not limited to Mitel VOIP PBX, Mitel phones, SonicWall, Edgemarc, Cisco routers, HP switches and APC backup UPS
• Managing multiple sites and operations with over one hundred and twenty project managers, design tech leads, system administrators and many others. Additional role as Infrastructure manager for VOIP telecommunications, firewall, router and network systems support. Created all Incident management documentation and process for each of the facilities and Agile process for managing all internal systems

Confidential

• WFM Deployment Team Lead for 2010 Census Bureau to insure all team members were trained and understood Aspect eWFM software and tools, integrated and tested servers and access administration rights and policies
• Served as WFM Deployment Team Lead for 2010 Census Bureau. Brought experience in leading project teams and developing processes for managing the new WFM application and tools to leadership and users
• Ensured all team members were trained and understood Aspect eWFM software and tools, integrated and tested servers and access administration rights and policies and tested
• Verified all eWFM process functioned properly for operations handoff to onsite staff
• Constructed and presented complex project status, financial analysis in a clear and concise manner
• Developed detailed methods and procedures to guide WFM team in daily operations
• Maintained/developed comprehensive plan for a staff of 200 local and remote phone agents
• Developed reports used to track KPI's for 11 call centers, giving management a detailed and holistic view of the enterprise
• Trained junior Workforce Analysts, Mangers, and Team Leaders in the use of eWFM application and tools for various programs, resulting in a highly effective workforce group

Confidential

Operations Technical SME/Sr. Analyst, PM

• Gallup Engagement Coach for Medicare Advantage Department
• Formulated and defined scope of work and objectives based on business needs and processes.
• Understood the business impacts of solutions and assisted in defining the best pathways to support new business process
• Served as PM for rewrite and all Medicare Advantage and Southeast application routing, reporting and announcements
• Provided routine technical consulting and support for defining, developing and improving functional to business improved processes.
• Served as a liaison between IT staff, internal staff and team leaders to provide the best technical and application solutions
• Strategic and analytical problem solver who focused on the overall picture to distinguish root cause from symptom, identified feasible solutions, and executed corrective actions that met project targets and prevented recurrence
• Responsible for saving BCBSM/Medicare advantage department over 1M in programming and reporting changes
• Analyzed application reporting functionality, record issues/concerns
• Developed incident management process and timeline for error correction
• Designed new ACD programming/application/reporting base templates
• Developed programming alignment changes process and rollout integration plan
• Utilized Agile PMP principles in instituting all new programming change management procedures

Confidential

Sr. Analyst/Server Application IEX Total View WFM Support

• Sr. Team lead capacity, having a variety of experience allowed me to learn the current environment and address all application DR and reporting concerns. Demonstrate dedication to quality, attention to detail, and appreciation for business needs resulting in effective solutions
• Performed in a Senior Team Lead capacity where knowledge and experience allowed the ability to learn the current environment and address all application and reporting concerns
• Consistently demonstrated dedication to quality, attention to detail, and appreciation for business needs resulting in effective solutions
• Documented the current application design and through analysis determined root cause and built the implementation, backup and back out plans and administered the new patches to resolve and current incidents and concerns
• Responsible for support to GM/OnStar on all Total View WFM support functions.
• Maintained responsibility for UNIX Server support management and updates, patches to all Total View servers and documented the server build and support process
• Created, developed and managed the IEX Total View application upgrade to each server and documented the complete process and what each patch resolved
• Trained team members on Total View Application and support

Confidential

Project Manager

• Project managing and supporting of IT and Telecommunications initiatives including DR initiatives while participating in planning and implementation of site and consolidation moves throughout U.S. and Canada, new call centers installation and DCX world headquarters move that also included EMC data storage and Disaster recover capabilities
• IT telecommunication specialist for Voice and Data Network infrastructure PBX, ACD, Voice Mail, WFM, NICE, PeopleSoft, and Voice/Video conferencing hardware and wiring, Service Provisioning, D-Mark to internal DSU/CSU T-Server equipment
• Project managed installed and supported E-911 servers and administered voice recognition application server, Installed, configured and supported VoIP data access points and VoIP Spanlink phones
• Managed Avaya Intuity/Audix, Nortel Meriden Mail and Aspect Mail systems, installed and supported Polycom video conferring and voice solutions
• Performed daily adds, moves and changes for all DCX and MB USA call centers and business centers, traveled throughout U.S. and Canada for call center and business office relocation moves
• Served as the Technical Lead for all voice/data wiring, routers, switches including installation and support
• Saved DaimlerChrysler Financial Services over 15K in moving PC's and servers and over 20K in outsourcing operating system upgrades
• Acted as Lead Tech in test facility sandbox data center and all services
• Assisted project coordination of voice and data wiring for world headquarters move from Southfield to Farmington Hills, MI world headquarters and supported moving forward
• Documented all voice and data wiring for new world headquarters facility utilizing DocIT application
• Team member in managing and supporting uninstalling and reinstalling Avaya PBX's, Aspect ACD's, voice mail systems and dialers
• Performed as the Novell 4.11 Administrator, and downed/moved and installed servers, connected to DCX Network and office PC's/printer, Served as the HP OpenView Administrator
• Supported 11 call centers for financial and business offices throughout North America and Canada, including world headquarters