Business Analyst/Project Manager Resume

SUMMARY

Accomplished telecommunications project management professional with over 30 years of expertise in the financial services community (Capital Markets, Equities, Fixed Income), focused on project management resource and financial tracking; Data Center Switch/server installations/port configurations; Hands-on, “go to guy” who can navigate around unexpected roadblocks resulting in successful project implementations; writes and communicates well to both IT and user communities; SDLC Pro who ensures successful project implementation.

TECHNICAL SKILLS

Hardware: Avaya S88XX, S87XX, Definity, Nortel CS 1000 and Meridian, NEC, Cisco CUCM, Unity, Audix, Octel, Intuity Voice Mail, NICE and Voiceprint Recorders, IPC turrets (Alliance, IQMaxx), BT Trading turrets (ITS, Netrix), Wesley Clover turrets, Speakerbus intercoms; Cisco Switches, Routers

Software: Microsoft Office, Power Point, Visio; Microsoft Project

PROFESSIONAL EXPERIENCE

Business Analyst/Project Manager

Confidential

Managed multiple simultaneous Small Work Requests related to Wells Fargo Call Centers; provided project management and coordination for Genesys and UCCE routing development and QA testing for both IVR and direct-to-agent routing;
Submitted routing documents for implementations in both test and production environments; Managed Avaya to Cisco CUCM and SoftPhone implementations and conversions; Scheduled and submitted Change Management requests; Hosted weekly project calls with IT Resources and LOB stakeholders; managed project timelines and ensured that all project tasks were completed in a timely manner; submitted voice recording requests for recorded announcements; managed Toll Free Number implementations related to all call routing requirements; implemented all recording interfaces by NICE engineering resources for NICE Call recorders; provided weekly project updates to all IT resources and LOB stakeholders for call center activities.

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