SUMMARY:

• 15+ years of experience in working in a PMI environment as a PMO Structured Project Manager.
• 15+ years of experience in managing financials, resources, vendors
• 15+ years of experience in implementing, managing and handling Confidential & Confidential VoIP projects.
• 10+ years of experience in Infrastructure Project Management.
• 10+ years of experience in working Confidential Networking Hardware (Switches & Routers)
• 10+ years of experience in working with CTI applications such as Genesys, Mega, etc.
• 10+ years of experience in Managing Banking/Financial Projects.
• Member of the National PMI and South Florida local PMI Chapter.
• Candidate can work both on site or remotely.
• Excellent communication and interpersonal skills.
• A highly motivated, results - focused Senior Telecom Infrastructure Project Manager with more than 20-year experience in Engineering, Management, Sales and Services as a vendor and customer role alike.
• Encompasses strong leadership and successful team-building capabilities combined with excellent technical and project related communication, presentation and customer service skills. Program Management responsibilities - managed other Project Managers.
• Resourceful problem solver and magnificent entrepreneur with proven ability to bring quick resolution to challenging situations.
• Implementation of Confidential IPT Call Center Platform - Unity Massaging System - Routers and Switches.
• Implementation of Confidential VoIP Call Manager System Platform - Routers and Switches.
• Implementation of Confidential Aura Suite Platform Confidential Modular Messaging - CMS - Routers and Switches.
• Relationship builder with vendors, clients and team members alike.
• Experience using MS Project, JIRA, Clarity, PMUWS, Planview, Stamp and other financial spreadsheets.
• Financial management responsibilities to forecast, identify actuals and manage variances to a maximum 2%.
• 24 by 7 service support management experience.
• D Confidential and Voice infrastructure design discussions with company architects. FSD documentation development.
• Financial responsibilities and accountability to provide monthly forecasting, actual, capture and variance expectations.
• Associated with PMI structured PMO organizations, PMI training and practice for the PMP certification.
• Contact Centers - QM - Confidential - IVR - CTI - Predictive Dialers - Call and Screen Recording Systems such as QFinity, Confidential, Calabrio, NUANCE, Verint, Genesys CTI etc.
• D Confidential Center Implementations, Migrations, Relocations, Expansions - Vendor Management.
• Carrier Vendor Management - Connectivity to remote, local and campus environments. BICSI - RCCD training and experience.
• Languages: Fluent in English and Spanish - Presently Learning Portuguese.

TECHNICAL SKILLS:

• DOS, Windows, Novell Netware, Linux, Unix and C. Lotus Notes, Banyan Vines Confidential Mail, Internet Browser Microsoft Office Word, Excel, Power Point, Project, Project Server, Micrograph Designer, AutoCAD Rel. 13., Visio, Share Point, Microsoft Office Suite. Skype for Business.
• MS Windows OS NPT (Non Permitted Technologies) Confidential Compliance hardware and software upgrades to maintain vendor support.
• To include new builds of new environments.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Technical Project Manager

Responsibilities:

• Responsible for overseeing a series of projects of high complexity across multiple departments and across multiple business units.
• Assessed and advised on improving processes and methodologies of current program and project management timelines.
• Worked with other project managers to identify redundancies of efforts across eCommerce projects.
• Acted as a mentor to other project managers as well as other project team members, successful team motivator.
• Able to utilize various Project management tools and methodologies.
• Strong communication skills when interacting with senior management and providing weekly project status updates.
• Comprehensive knowledge of business units and their responsibilities.
• Able to deliver under a fast pace and high demanding environment.
• Demonstrated accurate estimation of project costs as well as management of project funding while responding to variance reviews.
• Strong, detail oriented leader with the ability to manage a multitude of changes governed by monthly software releases.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Technical Project Manager

Responsibilities:

• Responsible for managing, planning, monitoring and reporting on key IT and Telecommunications projects during the
• Charter / Time Warner / Bright House merger of 2016/2017.
• Directly involved in the IVR consolidation project where under the public demand for a unified and solid IVR system that serviced
• All the companies, maintained a high level of service unequal to any that previously existed.
• Successfully managed the tollfree numbers migration as well as the call routing both prior and after the total IVR consolidation.
• Planned, managed day to day operational activities during this fast paced and demanding environment.
• Established Project management processes and methodologies to ensure multiple projects are managed simultaneously.
• Able to develop strong working relationships with other project managers as well as other operational and support managers.
• Ability to read, organize and communicate at a high technical level to other peers as well as senior management.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential

Senior Project Manager

Responsibilities:

• Coordinated the deployment of new retail sites to be converted to enterprise VoIP cluster in the eastern US.
• Variety of Legacy Telephone Systems being converted to Confidential VoIP
• Confidential ICM, Genesys CTI, Confidential, etc.
• Involved with Confidential Switches and Routers, used for Confidential ’s Network
• Equipment upgrades and new implementations as well as Firewall and Proxy changes.
• Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of the extension of the Confidential ’s WAN as well as LAN configurations to allow these sites access to the bank's communications network.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology, vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using Clarity as a management tool.
• Interacted with LOBs, responsible for managing VoIP conversion of all the easter sites. contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the ECT team as well as CLT PMO and reported all project status updates as well as project progress to senior management using Excel and Share Point Sites.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, FL

IT and Telecom Infrastructure Senior Project Manager

Responsibilities:

• Coordinate deployment of new Calabrio 5.1 VoIP Platform for call and screen recording system, Confidential Aura ICM, CTI, Confidential, etc.
• Involve with Confidential Switches and Routers, used for Confidential ’s Network Equipment upgrades and new implementations as well as Firewall and Proxy changes. Provided MPLS Circuits and SIP Trunks.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology and vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using STAMP as a management tool.
• Interact with LOBs, responsible for managing contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the IT Web, Infrastructure and other teams as well as PMO and reported all project status updates as well as project progress to senior management using MS Project and the new JIRA application.
• Experience with different technologies such as Virtual Hosted Desktop, Active Directory Domain Controllers, Site expansions and relocations, decommissions, as well as new site implementations. Extensive use of RPM tools such as Clarity.
• Coordinate late night and early morning change implementations at least once a week during the length of the projects.
• Coordinate the deployment of the new INI Confidential Portal IVR upgrade using CTI Screen Pops to allow these new Contact Centers access to the company’s communications network.
• Responsible for implementation coordination on third party outsourced contact centers.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Senior Project Manager

Responsibilities:

• Coordinated the deployment of new Confidential 4.1 VoIP Platform call and screen recording system, Confidential ICM, Genesys CTI, Confidential, etc.
• Involved with Confidential Switches and Routers, used for Confidential ’s Network Equipment upgrades and new implementations as well as Firewall and Proxy changes.
• Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of the extension of the Confidential WAN as well as LAN configurations to allow these new Contact Centers access to the bank's communications network.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology, vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using STAMP as a management tool.
• Interacted with LOBs, responsible for managing contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the ECT team as well as CLT PMO and reported all weekly project status updates as well as project progress to senior management using Planview and the new PMO application called PMUWS.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Senior IT Project Manager

Responsibilities:

• Responsible for all communication between the LOBs, TI team as well as PMO and reported all updates as well as project progress reports to senior management.
• Involved with Confidential Switches and Routers used for BAC Baronet Network Equipment upgrades and new implementations as well as Firewall and Proxy changes. Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of new Confidential VoIP call recording system, Confidential VoIP ICM, Genesys CTI, Confidential, etc.
• Coordinated the deployment of the extension of the Confidential 's Baronet WAN as well as LAN configurations to allow these new VoIP Contact Centers access to the bank's communications network.
• Project Management responsibility of infrastructure projects from initiation to closing. Responsible for managing resources, technology, vendors such as HP, Confidential, etc.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections and actual and managing variances. Interacting with vendor companies responsible for managing third party contact centers to be used to relief bank's own centers during peak hours and under other circumstances.
• Experienced with different technologies such as Virtual Hosted Desktop, Active Directory Domain Controllers, Site expansions and relocations, decommissions, as well as new site implementations. Extensive use of RPM tools such as Clarity.
• Coordinated late night and early morning change implementations at least once a week during the length of the projects.
• Contact Center technology production management and support, technology change and implementation management, program & project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Richmond, VA

Senior IT Project Manager

Responsibilities:

• High visibility, where analysis of situation or d Confidential was required for review of identifiable factors.
• Confidential Routers and Switches Implementation and upgrades for Call Center & D Confidential Center Migration and Consolidation.
• Managed the implementation of three Confidential Call Recording Rel. 4.1 systems for Confidential Bank in the USA.
• Exercised the most astute judgment within defined procedures and practices to determine appropriate course of action.
• Decision-making and independence was involved but limited, answering to the PMO.
• Project administration tools to include MS Project, Visio, Excel, Clarity, etc.
• Normally received general instructions on non-routine or new or more complex assignments.
• Decisions were made independently and affected the work of others as well as the customer’s production environment.
• Work was reviewed and measured on meeting objectives and schedules.
• Extensively used RPM tools such as Clarity.
• Coordinated late night change implementations at least once per week.
• Typically dealt with senior and middle management and external equivalents.
• Responsible for communicating assigned portion of project and/or details of the project to others.
• Responsible for varying levels of project schedule creation, development, and execution. Determining resource needs for the implementation of various network implementation activities.
• Communicated and led project calls with engineering resources, businesses project teams, and outside vendors on technical and financial aspects of project to ensure that all milestones are met and budget is adhered to.
• Required to update customer on progress as well as identify any risks.
• Required to provide weekly reporting both internally and externally.
• Creation, development, shepherding, and coordinating implementation of network changes through proper customer channels in accordance with customer policies.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Senior IT Project Manager

Responsibilities:

• Reported to the Confidential Program Manager on several of the Confidential ’s Contact Center teams.
• Responsible for D Confidential Centers as well as Contact Center relocations within the different Groups and LOBs.
• Managed SDLC as well as new and expanding Voice and D Confidential Infrastructure implementation and relocation projects.
• Conducted feasibility study to prove the LINUX capabilities in the Call Center Environment mainly in the Genesys CTI area.
• Systems deployment such as Confidential Perform, Genesys CTI, Nortel Succession 1000, Nortel Call Pilot, Nortel Symposium, Confidential Routers and Switches as well as Call Manager, applications such as, CIV Soft Phone, Fusion/PEGA CALL Soft Phone. IVR, etc.
• Created new environments in the DTE LAB using Linux servers for the purpose of doing IVR and Genesys testing as well as Predictive Auto Dialer performance evaluations.
• Ensured Confidential, Confidential and Nortel voice infrastructure is managed to fulfill business needs through ongoing maintenance and support. Making sure that the necessary allocated bandwidth is maintained for proper Quality of Service.
• Diagnosed and resolved communicated issues and accidents to the business and other team members in a timely manner.
• Involved with Confidential, Ops. Verifications, WFCC, IRT, HBS, and other Contact center LOBs in their efforts to enhance their investment, banking, mortgage and retirement services.
• Responsible for implementation and enhancements to existing Voice and D Confidential as well as Applications used by our customers in their Contact Centers, especially in Minnesota, San Francisco, Jacksonville, Charlotte and Birmingham.
• Successful management of projects from Low to High Risk, within $2M to more than $2M fully funded projects.
• Responsible for navigating within, PLANVIEW, STAMP, SEAMS, WANDA and other Operations Applications in the effort of creating work orders, change requests and updating and communicating project status.
• Created alliances with other team members such as CPG, Network Engineering, TIG, CCT CAPS, CCT CTI, CCT MIS, etc. to allow for smooth flow into production between resources for the project’s success.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Team Lead

Responsibilities:

• Responsible to manage and support Confidential ’s Confidential Fund technical services, providing guidance and management to every day enhancements required to support existing and future customer demands.
• Reported to the IT Governance’s Associate Director and to the PMO manager, responding to Project Management Institute norms and other service compliance regulations.
• Worked very closely with the Fund Business Manager to identify needs and satisfactorily deliver the required technical services.
• Managed infrastructure implementations as well as relocations and expansions, necessary to satisfy the customer application growth due to diversification of markets and territory expansions.
• Engaged with multiple projects as well as resources, from DBAs to Network Engineers necessary to create the different environments in different parts of the world.
• Liaison with international technical teams throughout Europe, the Americas, the Caribbean, Asia Pacific, etc.
• Responsible for assisting in the coordination of disaster recovery and business continuation efforts to allow flawless and transparent services to the users. Worked closely with the DR team. Assisted in various DR tests utilizing different failover techniques.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Senior IT Project Manager

Responsibilities:

• Assigned to the Switch Upgrade Project to replace Aspect, Intecom and Genesys in an effort to consolidate the company's Contact Center voice infrastructure under an Confidential VoIP Platform Contact Center Solution.
• Confidential Switches and Routers for Network Equipment used to interconnect other Contact Center locations.
• Reported to the Contact Center Applications Team's IT Manager.
• Managed cross functional IT teams for a successful implementation of an Confidential IP S8800 Based state of the art Comm. System.
• Confidential - IVR, CTI, Confidential IC, OM, CMS, S8800 CM, MM, CC Routing, IP Infrastructure, CBIS, CMSi, e Confidential and other applications.
• Worked with SPS and Confidential as well as Verint Call and Screen Recording, Empirix for System Stress Testing, A.T. &T. Carrier, etc.
• Teaming up with Business PM to provide communication and other deliverables to stake holders.
• Operated under the supervision of Confidential 's ITG PMO, structure, project execution and delivery of schedule and artifacts.
• Currently, completed Confidential 's PMO RCPS Confidential courses in Status Reporting, Change Management, Initiation Process and PM Approach Overview. Now in the process of completing other PMO related courses as well.
• Firewall and Proxy changes to allow for Applications and other communication devices.
• Complete use of all MS Office Suite including Visio, Share Point etc.

Confidential, Charlotte, NC

Senior IT Project Manager

Responsibilities:

• Assigned to the Confidential - Confidential Merger Program under Technology & Information Group.
• Coordination and execution of implementation, relocation and decommission of D Confidential as well as Voice Servers (TDM and VoIP), coordination of MPLS circuit testing and activation as well as SONET Ring connectivity with Verizon and AT&T.
• Used Planview, MS Project as well as Visio, Excel and Stamp applications.
• Team Lead managing a team of JR PMs involved with relocations in the South Central Region of the US.
• Deployment and relocation of desktop and telecom user equipment and Call Center Employees relocation.
• D Confidential Center, infrastructure and equipment implementation, relocation and decommission...
• Equipment and resources consolidation under said program, Nortel Option 81C, Confidential S8700 PBX, Confidential CM, Aspect ACD, etc.
• Confidential Switches and Routers used for connectivity for both Call Center and D Confidential Center Migration and Consolidation.
• Firewall and Proxy changes to allow for Applications and other device communication.
• Involved in the Confidential Retirement Call Center project to help their Customers have better access to their retirement accounts. SDLC management for new applications. Extensive use of Planview, Stamp and other RPM tools.
• Complete use of all MS Office Suite including Visio, Share Point etc.