SUMMARY:

• A highly motivated business professional with over 15 years of Telecommunications experience in people management, project management, business planning, development, and execution of training while improving the overall effectiveness of the company in a strategic business function. Demonstrated fast - track performance with the ability to manage multiple projects, meets deadlines, and work with cross-functional areas such as project management, project coordination and team leadership.
• Project coordinated multiple Virtual Private Network (VPN) and VOIP orders successfully with the Ability to analyze complex data and challenge paradigms to achieve business results.
• Project managed network deployments consisting of T1, T3 and Sonet Ring circuits with Broad business operations management background in problem solving & skilled negotiator.
• Supervised over 20 Administrators who were responsible for Project Management of multiple circuit orders for Wireless companies.
• Recognized for exceptional performance, successful development and implementation of functional programs and projects.

TECHNICAL SKILLS:

Microsoft, Excel, Sharepoint, Clarity, Salesforce, Powerpoint, Visio, Access, LFACS, TIRKS, EXACT, CABS, Remedy, BPMS, ICOMS, CSG, Outlook

EXPERIENCE:

Confidential

Project Manager, Charlotte, NC

Responsibilities:

• Works with cross-functional project team members on numerous assigned projects
• Develops and manages project plans that encompass the complete product development life cycle (i.e. product requirements, development, quality assurance, deployment etc.)
• Determines detailed approach and timeline of projects
• Defines roles and expectations of team members and ensures timely feedback
• Resolves issues affecting project scope, quality, effort, risk, and timeline
• Creates and manages contingency plans for the project, if necessary
• Ability to manage multiple projects simultaneously
• Prioritize and monitor engineering and operations tasks and resources across projects
• Provide pre & post-sales support (Request For Information/ Request For Proposals regarding contract, technical requirements within Corporate Master Service agreements Hold project kickoff meetings of all new & existing customer carrier projects while jointly maintaining internal schedules in conjunction with regional project management teams Engage cross-functional organizations resources regarding all deployment activities Point of Contact for Carrier customers providing deployment updates on scheduled weekly status calls
• Responsible for end to end service delivery of all carrier projects from the beginning of network deployment to customer handoff. Firm Order Commitment dates and ensuring Architecture and Design adherence

Confidential

Project Coordinator, Charlotte, NC

Responsibilities:

• Action item Project Coordinator.
• Coordinate, document, and follow up on over 100 action items submitted by the team
• Track all action items submitted to security and escalate when necessary
• Provide weekly updates to the Business Systems Consultant and Team Lead
• Monitor and track all action items submitted to the End User Computing group
• Complete, track, and respond to Discrepancies submitted by the Confidential group in a timely matter.
• Telecom Research, Analysis & Disconnect ( Confidential ) team performs research related to Telecomunications Services inventoried in the Teleco inventory database (CMP).
• Responds to inquiries regarding internal chargeback processes and performs up front site analysis.
• Assigned a geographic region of responsibility and initiates review of services and billing within that region. Identifies audit targets and performs thorough analysis.
• Scrub Confidential ’s to ensure accurate billing using various internal databases and applications as well as Carrier Portals to perform research.

Confidential

Project Analyst, Charlotte, NC

Responsibilities:

• Accountable for directing the order provisioning, turn-up and testing of telecommunications services for Confidential customers.
• Ownership of Service Delivery tracking & reporting from Start (Order) to Finish (turn-up & customer acceptance)
• Order Entry. Work to ensure data is loaded correctly and order received.
• Engineering & Circuit Design. Line-up necessary projects and ensure Engineering/Circuit Design issue engineering requests on-time to meet the desired due date. Coordinate questions/concerns with customer and facilitate contact with Engineering
• 3rd Party Service Providers. Work on Order Entry to ensure Confidential are on-track and providers deliver circuits per Firm Order Commitment.
• Provisioning, Test & Turn-Up. Ensure all elements are in place for a successful delivery of service, including customer approvals & access, delivery of off-net orders, and other turn-up issues.
• Validate service billing records. Coordinate with Finance and Order Entry to ensure accurate & timely billing following turn-up.

Confidential

Commercial Engineering Project Manager, Charlotte, NC

Responsibilities:

• Worked with both clients and sales staff and was primarily responsible for the successful delivery of projects on time, to budget, and within scope/quality.
• Determined the required cross functional staff and resources needed to effectively complete projects.
• Understood and clearly defined the scope of assigned projects.
• Tracked projects against the plan and adjusted schedules accordingly ensuring to notify all key stakeholders.
• Communicated regularly with project team, functional managers, and all key stakeholders to ensure all are apprised of the project status, issues impeding progress, actual to budget cost, and recovery plans for off-track items/tasks.
• Prepared and updated project management documentation including but not limited to, project plans, meeting agendas, feasibility reports, and project update reports.
• Established and maintained an assessment of risk throughout the duration of the project.
• Managed and motivated project team members to higher performance.
• Held others accountable for completion of project task and action items.
• Proactively ensured progress of the project by meeting with functional area managers to check for understanding and clarify project scope as needed.
• Facilitated effective communications within the project team by using a variety of communication methods (email, meetings, conference calls, and one on one discussions)
• Produced a final report and evaluation of the project, lessons learned.
• Managed all aspects of project budget.
• Assisted in the development of workflow process as required.
• Prepared workflow processes.
• Contributed to the ongoing improvement of Project Management methodology and process flows.
• Supported Strategic planning and Sales initiatives

Confidential

Service Delivery Project Coordinator, Matthews, NC

Responsibilities:

• Coordinated over 40 customer projects from the initial sale to cutover and billing.
• Coordinated, with the customer, equipment vender, systems integrator, translations, data group, provisioning team, sales engineering, ILEC/CLEC to ensure the customer s service was cut over efficiently and timely.
• Maintained communication with all internal departments, the customer, and the sales department to ensure delivery of service on the requested due date.
• Coordinated dates and times for customer turn up of service.
• Managed the order throughout the whole life cycle of the provisioning process.
• Worked with appropriate departments and staff to ensure that each department completed their necessary tasks throughout the life of the order.
• Escalated and expedited when appropriate.
• Identified, suggested and implemented corrective actions necessary to improve the quality of the coordination process
• Communicated with the customer, sales and upper management on a regular basis.
• Maintained an exceptional track record within the company for completing projects timely and exceeding customer requirements on a regular basis.
• Exceeded customer requirements on a regular basis and received verbal and written commendations from customers, sales, and internal departments.

Confidential, Pittsburgh, PA

Supervisor, Carrier Access Customer Service Administrator

Responsibilities:

• Established objectives and requirements necessary to be performed by the team. Measured performance by doing random quality checks on daily work. Communicated monthly performance requirements regarding accurate billing systems.
• Facilitated monthly meetings with executive management to establish process guidelines, execution guidelines as well as budgeting constraints. Composed and presented executive summaries from financial statements for Senior Executive Management.
• Conducted weekly team meetings to communicate changes, updates, and requirements are understood. Developed and installed a daily resolution plan to drive revenues and improve profit margins by 10%.
• Strong ability to influence outcomes by understanding need analysis by focusing on quality & value.
• Played a key role in optimizing customer service and billing execution with 100% satisfaction. Instituted a standard operating quality system which led to improved operating efficiencies.
• Participated in Sonet Issues Quality Training Program which eliminates over billing clients. Participated on monthly Sonnet Issues Resolution calls resulting in the improvement of the Sonnet process and eliminating over billing.