PROFESSIONAL SUMMARY:

• Offering 20+ Years of IT Experience, CRM/ Call Center/Telecommunications Management, Program/Project/Vendor Management and Organizational Leadership in Driving Breakthrough Technology and Business Growth within International Markets.
• Results - driven Technology Expert with progressively responsible experience managing all facets of operations; proven track record of fusing technology vision and strategy with tactical initiatives for technology implementations, resulting in strong, sustainable productivity and profit gains.
• Demonstrated strength in leading teams to optimal performance levels despite rapid technological changes and market requirements.
• Strong relationship development with management, team members, vendors, and clients.
• Excellent communication skills, trilingual: English, Spanish, and Portuguese.
• Adept in managing multiple large-scale projects simultaneously.
• Keen understanding of international business practices/issues.

CORE COMPETENCIES:

• Program/Project Manager
• SDLC/Waterfall/Scrum/Agile/DevOps
• Asset Management
• Portfolio Management
• Risk Management
• Product Management
• Project Lifecycle Management
• Business Process Management
• Change Management
• Release Management
• Blockchain
• Bitcoin Foundation member
• Cyber Security
• Human Capital Management
• RPA
• Vendor Management
• Team Building & Leadership
• Resource Forecasting and Reporting Tools
• Negotiation
• Social Media Planning
• Call Center tools (IVR, ACD, CTI, Recording, WFM)
• Solution Design
• CRM Implementation
• Telecom BSS/OSS
• IT Integration
• Web Expertise
• Blockchain/Smart Contracts/ Crypto-Tokens
• Wireless-LTE/3G/WiMAX/Wi-Fi
• Information Architecture

TECHNICAL EXPERIENCE:

Programming Languages: Web Services, UML, XML, Ruby on Rails, Visual Basic, VoXML, XML, J2ME, Java, .NET, JAD

Software/Databases: MS Project Server, MS Visio, Jira Studio, iRise, Vantive, Peoplesoft, Remedy, CRM, SalesForce, MS Dynamics, Siebel; ERP Oracle Financials, JD Edwards,, Rational ClearQuest, Microsoft Office, CA-Clarity Project and Portfolio Management, Ms Project, Visio, Powerpoint, SharePoint, Appian, WebMethods, Ms SQL, MySQL, Workforce Logic, BES/Blackberry, Pivotal Cloud, Remedy, ITIL, PMBOK, VMS, Telecom BSS/OSS, Geospatial Information System- GIS, BI tools (Cognos), JVM, SPRING, BOSH

Technical Platforms/OS: Linux, HP-UX, IBM AS/400, MacOS, iOS, Android, Windows Vista/Windows7, 8.1 and 10, Solaris, SOA, SOAP, VoIP (Zultys, Asterix, Avaya, Cisco), NICE-Call Recording and Analytics,

Networking: SDN, LAN, WAN, MPLS, VOIP, VPN, Internet, Intranet, GSM/GPRS/EDGE/WCDMA/UMTS, WLAN 802.11a/g/n/c, LTE/3G/WiMAX/WiFi

Methodologies: SDLC, RUP, Jira Studio, BPM, Agile, Scrum, Solution Design, Prototyping, Change Management, Risk Management, Project Lifecycle Management, Process Improvement, Vendor Management, Portfolio Management, FDCPA regulations, Delphi Method, Blockchain, BOSH, 12 Factors Design

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Sr. Program/ Sr.Project Manager/Sr. Business Analyst

Responsibilities:

• Project Manager detailing project plans, creating/managing communications and escalation process, coordinating weekly meeting with the project team, providing project status to the stakeholders through deck presentation with milestone statuses ( Confidential /Yellow/Red) and associated task details reported to Matrix structure; managing issue resolution, risk mitigations, project modifications during the execution identifying/creating/managing change request to complete the project to be completed on time under the approved budget with quality, Sarbanes-Oxley compliance.
• Manage Projects using SDLC approach (Planning, Analysis, Design, Implementation, Maintenance) under ITUP policies (milestones, artifacts, approvals,…), PRISM, Release Management with cutover planning and SOX compliance; responsible to provide resource forecasting using reporting tools for budgeting/ financial management, Kickoff Meeting, resources approvals and FTE allocation, JRD, System Requirements, High Level Design, AIDs, Design, Development, Risk Mitigation and testing into integrated environment E2E, UAT- User Acceptance Testing, project deployment, and warranty period with defect management.
• Programs/Projects supporting Infrastructure and Network Improvements, Application’s Development, API enhancement platform using SDLC approach (Waterfall and Agile), onshore and offshore teams, Requisite Pro tool under RUP methodology, Rally on Dev for Agile, Asset Management, Risk Management, Change Management process, SharePoint, Budget creation and control. Project sizes 5,000 hours/ $400K - 150,000 hours/$8M, 3-6 end to end simultaneous complex projects

Environment: MS Office, MS Project, HP ALM (Business and System Requirements upload), IVR, SDLC, Solution Design, Release Management, Vendor Management, Risk Management, Change Management, Process improvement, NPS, Cyber Security, SharePoint, Visio, Java, Oracle, Web Services, Quality Center, Rally Dev, Requisite Pro, Clarity, DevOps, Scrum/ Agile

Confidential, Atlanta, GA

Sr. Project Manager

Responsibilities:

• Sr. Business Analyst/ Sr. Project Manager supporting Confidential, formulating and defining systems scope and objectives based on both user needs and a thorough understanding of business systems, the needed resources/timeline and industry requirements.
• Interviews subject matter experts and works to insure SMEs insights are actualized in the application.
• Integration with Confidential Call Center, Infrastructure Data Center, Social Media planning, Documented the work breakdown structure, system requirements, and translated requirements into proper system specifications, using techniques like PMBOK, wireframe, use cases, functional requirements, change request documentation and validation, Release Management framework, SharePoint project’s info update with version control, testing plan and QA regression test required for the Spanish versions of each project implementation, with the client side using Windows desktop/laptops and Handheld/Tablet.
• Under the project manager function insuring all requirements are prioritized and addressed in a timely manner.
• Reviewed system features during development, consultation on complex projects.
• Learning with the experienced projects and implementing best practices process.

Technologies/Tools: IVR, ACD, CTI, IVR, NPS, WEBEX, Cyber Security, Data Center, MS Office, MS Project Server, SharePoint, Visio, OnTime, iPad, Windows PDA, Citrix

Confidential, Charlotte, NC

Sr.Project Manager

Responsibilities:

• Responsible for the Change Management process of each implementation detailing the whole process with: project definition, SOW, forecasting and managing direct expenses related to each project, task list plan, risk assessment, change control, Issues tracking
• Responsibilities and Roles, Communication Plan (coordinating regular conference calls with LOB team, vendor(s), technical support,…), decision tracking, feedback (learning with the experienced projects, best practices), estimating the ROI of each project, project plan presentation; beginning to end project management approach and escalation process definition to achieve the success of the project.
• Program/Project Management/Change Management/Release Management: PAC2000(Remedy), SEAMS/PlanView, MS Project, PTPs creation, GSC(Global Supply Chain), KPI (Key Performance Indicators)

Technologies/Tools: Avaya, Cisco, Genesys, CTI, IVR, NICE 3.2 (TDM, VoIP, Screen Capture), Cyber Security, MS Project Server, MS SharePoint, Visio, Clarity, SEAMS, PlanView, PAC 2000 (Remedy)

Confidential, Duluth, GA

Sr. Implementation Manager / PMO / Sr. Business Analyst

Responsibilities:

• Program/Project Management: Agile, Scrum, XML, SDLC, PMBOK, WorkforceLogic
• Product Management/Release Management: New releases scheduling launch
• Local Exchange Carriers (LEC) orders for each Call Center site and Letters of Agencies response was under my supervision.
• Product Management - Virtual Call Center family of products (IVR, ACD, CTI, Recording, WFM)
• QA regression testing
• CRM Implementation with Business best practices
• IT Integration control using Jira Studio
• Client-facing website and integrated with Call Center activities
• Change Management
• Business Process Management Implementation
• Vendor Management
• SharePoint collaboration
• Data Center creation
• Cyber Security
• Wireless applications development process for Workforce Management system running over UMTS/3G/WiMAX and femtocell integration
• Used technical environment: Cloud Computing, IBM AS/400, Oracle, Microsoft/.NET, Linux, Cisco, Avaya, Genesys, Zultys, Asterix.
• Web services implementation
• VoIP/TDM developed integrated solution
• Network optimization process implementation with business continuity/disaster recovery capabilities

Technologies/Tools: CRM: SalesForce, Microsoft Dynamics, Siebel; Webex, Change Management, Vendor Management, SDLC, Cyber Security, Risk Management, CA-Clarity Project and Portfolio Management, Prototyping, UML, Workforce Management, Risk Management, Oracle Financials/ Database, Cloud Computing, Ruby on Rails,SOA, Jira Studio, iRise, WebMethods, Appian, Clarity, Ms Project Server, Visio, Sharepoint, IBM AS-400, MsSQL, MySQL, Unix, VoIP, RUP, Agile, Scrum, SDLC, PMBOK, WorkforceLogic,, XML, UMTS/3G/WiMAX, .NET, Linux, Cisco, IVR, NPS, Avaya, Genesys CMI, Zultys, Asterix, Web Services, FDCPA regulations.

Confidential, Suwanee, GA

Sr. Program Manager /Sr. Telecom Manager/Sr. Business Analyst

Responsibilities:

• Program/Project Management/ used tools/skills: Agile,Scrum, RUP, Scrum, XML, Rational ClearQuest, SDLC, PMBOK
• Change Management/Release Management
• Local Exchange Carrier (LEC) orders for the Call Center sites and Letters of Agencies response (Suwanee/GA, San Juan/PR and São Paulo/Brazil) was under my supervision.
• Product management
• CRM Implementation with Business best practices
• Client-facing website and integrated with Call Center activities
• Cyber Security
• Change Management
• Telecom Billing Implementation
• SharePoint Implementation
• Vendor Management, VMS
• Web services development
• Data Center improvement
• Product Management and Wireless application development process for Car’s Title Loans to be used for more than 20,000 agents using Blackberry devices and accessories on the field around the Country collecting car documents and printing contracts and checks at the client locations running over UMTS infrastructure
• Quality Assurance compliance process with manual and automatic test under TQM process
• Text-to-Speech in 3 languages implementation for the Call Center features (English, Spanish and Portuguese)
• International Data Network implementation (WAN) with QoS supporting voice (VoIP) and data and disaster recovery capabilities.
• Business Analysis process implementation using: Use Cases, JAD, RUP, UML
• Used technical environment: Noble Systems, Avaya, Genesys, Microsoft/.NET and Linux.

Technologies/Tools: LAN, WAN,MPLS, VOIP, Web Services, WEB 2.0, VPN, JAD, RUP, Change Management, IVR, CA-Clarity Project and Portfolio Management, BPM, MS-Office, MS-SharePoint, Agile, Scrum, XML, Rational ClearQuest, JD Edwards, SDLC, PMBOK, Use Cases, JAD, RUP, UML, IVR, NPS, Avaya, Genesys, Zultys, Noble Systems, Microsoft/.NET, FDCPA regulations.