SUMMARY:

• 16 years of success driving high - priority technology initiatives to deliver cost-effective, custom IT solutions that improve customer experience, integrate with existing systems, and generate multimillion-dollar revenues for Confidential 500 accounts
• Made integral contributions to success of start-up enterprise by delivering projects that generated $35M in annual revenue.
• Accomplished technology and business strategist; adept at aligning solutions development with business objectives, delivering smart solutions that improve competitive advantage and bottom line.

HIGHLIGHTS OF EXPERTISE:

• Software Development Life Cycle (SDLC)
• Enterprise Implementation & Support
• Waterfall, Scrum and Agile Methodologies
• Requirements Analysis & Documentation
• Assessment, Prioritization & Scheduling
• Budget Management & Cost Control
• Testing & Quality Assurance (QA)
• Vendor Relationship Management
• Project Performance
• COTS Implementations

PROFESSIONAL EXPERIENCE:

Confidential, Albany, NY

Senior Project Manager

Environment: MS Office, MS Project, Visio, Excel, SharePoint. Working knowledge of the following: BizTalk, .NET, SOAP, REST Java, Web Services, Oracle, VXML, SQL.

Responsibilities:

• Daily activities included: lead project and vendor teams to integrate COTS solutions like Cisco’s CMR (Cisco Collaboration Room) with WCB legacy systems.
• Create and maintain project documentation including scope, schedule, detailed project plan with milestones, communication plan, and business rules.
• Implemented projects using a Project Management Body of Knowledge (PMBOK) based project management methodology containing well defined and documented processes for all project phases.
• Prepared and presented project status reporting at all levels of organization, with internal stakeholders, project team and executive staff.

Confidential, Albany, NY

Senior Project Manager

Environment: MS Office, MS Project, Visio, Excel, SharePoint. NICE call recording, PowerBuilder app, Citrix operating system, Java, Web Services, Oracle, VXML, SQL.

Responsibilities:

• Integrated DMV legacy system called Captain (PowerBuilder application) that runs on the Citrix operating system with Confidential .
• Managed new CRM Oracle Cloud Service OPA project for the Department of Tax and Finance Contact Center ( Confidential )
• Lead Confidential project manager for the migration to Verizon telecom and consolidation of over 100 IVR solutions
• Implemented call center projects using a Project Management Body of Knowledge (PMBOK) based project management methodology containing well defined and documented processes for all project phases
• Prepared and managed Project Management Plan including scope statement, schedule, budget, quality plan, risks, issues and communication plan

Confidential, Minneapolis, MN

Proposal Consultant

Responsibilities:

• Consulted on the written proposal for the Confidential (women infants children) Program RFP.
• Create a staffing plan for state Confidential program. Described services required to migrate state Confidential programs from paper based benefits to an electronic benefits system. Demonstrated knowledge and understanding in the response for Confidential and Confidential Programs.
• Created detailed work plan for Confidential program including a description of tasks and deliverables to be used as a scheduling and managing tool.
• Provided statement of objectives, goals and tasks to demonstrate responder’s expertise.

Confidential, Reston, VA

Senior Project Manager

Responsibilities:

• Recruited to oversee complex, large-scale financial debit card software development / enterprise implementation projects; led cross-functional teams of up to 25 resources through all SDLC phases.
• Managed and grew $36M account, and forged close, lasting relationships with clients and vendors; contributed to planning sound business strategies, delivered effective client presentations, and conducted technical training to educate clients on new system features, processes, and capabilities.
• Responsible for several technology migration projects.
• Lead development team in the full SDLC effort for the IVR applications listed above built on the VXML Intervoice Platform
• Implemented Waterfall, Agile and Scrum methodologies
• Experience with network/IT security in a government based secure environment
• Implemented CTI solutions for most of the 50 state programs listed above
• Testing experience with call flows and call routing diagrams
• Experience with large infrastructure projects
• Responsible for managing changes and enhancements for each state’s IVR solution
• Worked with Architecture and Design Teams to ensure proper documentation and designs were completed and delivered
• Worked with internal and external Development teams to track, monitor and test new code
• Updated Senior Management and customers on progress of major and minor development tasks
• Monitored live State IVR program in production to ensure issues were found and resolved
• Chaired Release meetings including members from entire IT Organization
• Coordinated and oversaw major releases while communicating with all key stake holders to ensure successful software deployments
• Ensured Continuous Improvement Program by tracking release activities, conducting lessons learned and implementing solutions
• Interfaced with State customers to monitor their needs and gain approval for application enhancements
• Facilitated daily scrum meetings and sprint planning
• Worked with call centers and major telecom carriers to improve call center operations with IVR, AVR, DTMF, and speech solutions

Confidential, Reston, VA

Project Manager

Environment: MS Project, Visio, Excel, Java, Web Services, Oracle, VXML, SQL

Responsibilities:

• Responsible for program and project management of multi-dimensional, large enterprise solutions
• Managed high performing skilled team to deliver on projects with tight dead-lines
• Managed third party vendors to come up with integrated solutions that satisfied all stake holders
• Developed interface designs that included roll-out and phase-in requirements
• Traveled to call centers across the country, meeting with management and users to coordinate gathering, analysis, and documentation of requirements for sophisticated telecom processes and systems
• Designed custom IVR software that met call center specifications and integrated with existing systems of Tier 1 carriers
• Owned end to end delivery for IVR applications and go-live deployments
• Involved in SOW preparation for RFPs including layouts of high level solutions
• Worked with internal operations personnel to develop a strategy to share and leverage knowledge