SUMMARY:

Senior Service Project Manager with eighteen - year experience in IT & Telecom. Strong global expertise in customer relationship, service management, and project management. Proven record of reviewing performance and identifying improvement opportunities allowing the continued development of higher quality business operations.

TECHNICAL SKILLS:

• Microsoft Project, Advanced Excel (Pivot Table/VBA)
• ServiceNow, Jira, Integrated Project Management (IPM), SAP P20
• Confidential GSM/WCDMA/LTE/IMS
• TCP/IP, LAN, WAN, and routing protocols (RIP, OSPF, EIGRP, BGP)
• Cloud Computing (AWS Essentials and Architecture training).

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

Cost & Progress Manager

Responsibilities:

• Manages Sprint Airscale project cost and progress for West and South regions.
• Both projects comprise a budget of more than $17MM.
• Contributes to identify cost savings by providing thorough analysis to project directors of monthly actual costs against Cost Base Line (CBL).
• Implemented a purchase order creation process which not only reduced POs costs in 30% but also improved quality and lead time.
• Developed a VBA macro to automate the preparation process of pending Supplier Purchase Orders (SPO) helping to reduce SPOs creation backlogs.

Confidential, Addison, TX

Consultant

Responsibilities:

• Supervised a team of up to eight engineers engaged in network incidents, service requests and change controls.
• Managed Hardware and Software upgrades for Palo Alto’s Firewalls, Cisco’s Routers/Switches, and F5 products.
• Performed Change Controls risk analysis and task list reviews which improved project success rates.
• Disseminated best practices regarding to case handling updates resulting ticket quality improvements.
• Redesigned case handling processes resulting in a 34% of Service Level Agreement (SLA) improvement
• Improved case resolution and relationship within cross-functional teams by promoting collaborative meetings.
• Reduced case handling backlog by monitoring aging ticket status which improved team’s MTTR.

Confidential, Irving, TX

Lead Project Manager

Responsibilities:

• Managed successfully 5 concurrent technical projects for customers like Confidential and Confidential in the areas of IP Multimedia Subsystems (IMS), Long Term Evolution (LTE), and Operation Support system (OSS) by using PMI methodology.
• Headed Home Subscriber Service (HSS) migration platform from Oracle database to HP database. Confidential considered this endeavor as a reference for other Nokia’s projects. The project involved the coordination of cross-functional teams of up to 30 professionals throughout its implementation and a budget of $450K.
• Managed budget up to $1MM and cross-functional teams up to 30 professionals including developers, and network specialists.
• Assessed project progress and performance against base line helping to identify any projects cost overruns.
• Engaged system architects, engineering and R&D to find best possible solutions to avoid outages during cut over phases.

Confidential, Irving, TX

Global Service Technical Service Manager

Responsibilities:

• Developed, promoted, and managed services implementation throughout their lifecycle using PMI, ITIL and Agile (Scrum) methodologies.
• Delivered up to 8 advanced services related to Operation Support System (OSS) and Interoperability Testing (IoT) sold to customers like Verizon and Bell Canada. The implementation of these services represented more than $1MM in revenues during 2013 and 2014.
• Managed and promoted worldwide product-related services using Agile and ITIL methodologies that resulted in 22% revenues increase during 2013.
• Oversaw and provided outstanding leadership for critical network incidents which contributed to increasing customer satisfaction.
• Led teams across broad technical disciplines to complete business objectives and tracked progress to ensure SLAs milestones were completed on time, and with the desired results.
• Oversaw and approved Methods of Procedures (MOP’s) for Hardware and Software upgrades.

Confidential, Irving, TX

Case Manager/Sr. Support Engineer

Responsibilities:

• Confidential Case Manager for Radio Access Network (RAN).
• Improved Service Level Agreements (SLA) by working closely with engineer in order to reinforce agreed agreements among Confidential and Confidential .
• Advocated internally on the customers behalf while working with engineers and R&D in order to troubleshoot cases, collect appropriate logs, and replicate issues in lab environment.
• Received three awards for outstanding performance in care support and support to project rollouts.

Confidential, RJ

Customer Technical Trainer

Responsibilities:

• Delivered trainings and offered solutions on Confidential radio access products and Network Operations Center (NOC) fault and configuration management applications to internal and external customers based on needs and wants.
• Prepared and presented training by using WebEx system for groups of 30 or more people, saving company $31,000 annually.
• Improved trainings material that contributed to 10% on customer’s approvals.
• Coordinated trainings in English, Portuguese, and Spanish to serve customers from North and South America, increasing the department utilization in more than 25%.