SUMMARY:

• A highly skilled IT Professional Project/Change Manager with over seventeen (17) years of experience in the telecommunications industry with a proven ability to deliver projects on schedule and without issues. Expertise includes managing multiple resources, process improvement, anticipating changes, and renegotiating deadlines in a strategic and versatile manner. Work experience includes a good blend of development, maintenance, and production support through the full range of the project life cycle. Strategic focus on communication, loyalty and information sharing to create a culture of ownership and collaboration that promotes a positive outcome.

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, Virginia

Associate Project Manager

• Prepared, Updated and Maintained the Integrated Master Schedule using MS Project on the Voice as a service (VaaS) project for the Office of Information and Technology (OI&T) at the Department of Veteran Affairs (VA). Uploaded and maintained all documents on the VA Share Point portal.
• Supported the task leads and project managers with documentation, conference calls and meeting facilitation.
• Managed the project based activities for the Enterprise Voice System (EVS) Proof of Concept (PoC) sites and the VaaS Dependency projects.
• Maintained and monitored the customer satisfaction survey responses on the VA Share Point portal site for each of the three PoC Sites; Fort Harrison, MT, Tennessee Valley, TN and Charleston, SC.
• Coordinated the mission of the Enterprise Systems Engineering (ESE) and the Unified Communications Program Office (UCPO) to provide and support the critical communications infrastructure that the VA personnel use to communicate about benefits and services to Veterans of the United States. The purpose of the contact with the department of Veteran Affairs (VA) is to install VoIP communication PBX systems at the VA medical facilities.

Confidential, Ashburn, Virginia

• Managed the project, subject matter experts, developer and testers and production support personal through to the completion of project deliverables on time and under budget for the Internet Protocol Traffic System in the Voice over IP application within Verizon.
• Led the design effort to promote the user’s process improvements to the VoIP Online Screens with the customers and stakeholders to ensure that requirements were met; issues resolved; business case and project scope understood to warrant the best use of resources.
• Supported (Verizon Lean Six Sigma) VLSS IT programs which included data center relocation and system consolidation which provided several million in revenue savings within 2 years.
• Updated and maintained all User and Operation Manuals to include new/enhanced changes to the online screens per customer requests.
• Supported trouble ticket tracking for all Verizon and Confidential billing customers to satisfy customer complaints and improve the service levels at the call centers by an 80% reduction.

Confidential

Project Change Manager

• Coordinated the successful transition of 14 states from Verizon to Frontier Communications. Worked closely with the Verizon CM team, Verizon development team and the Frontier CM team to ensure all documentation and code was available and accurate for implementation into the production environment
• Led requirements gathering, analysis and prioritization with high priority given to the SLA (Service Level Agreement) on the contract between Verizon and Frontier Communications.
• Designed format, managed and maintained a SharePoint portal to store documentation for all aspects of the project.
• Within VITL (Verizon Information Technologies, LLC), managed and facilitated between Verizon and Frontier Communications to ensure the SLA was met as per the contractual agreements. Improved customer relations by 95% through on - time deliveries and metric tracking.

Project Manager

Confidential

• Developed system documentation, timelines, operational procedures and end-user training manuals and revised technical documentation, charts, spreadsheets and drawings for continued enhancements/process improvements to the online bill pay and bill view screens.
• Designed presentations and compiled an informational packet documenting the program along with agreements, addendums, facility handbook and operational and technical manuals.
• Gathered levels of effort from the development teams and entered the cost estimates into an online based tracking system for work requests within Verizon. Developed analysis and general design, high level design and detail design documents for each project.
• Tracked financial statistical data for forecasting the projects growth and revenues.
• Compiled and delivered documentation as the program representative for successful ISO9001 & SOX audit compliances.
• Directed, managed and motivated the work of a group of programmers/analysts through all phases of the System Development Life Cycle.
• Architected, designed & implemented the Global Billing Audit System (GBAS) under Confidential - MMB. This online audit tool provided quality improvement for the auditors to accurately validate the customers invoice
• Reduced customer complaints by 90% through execution of jobs and issue of credits for Confidential local, long distance, small business, residential, commercial and 10xxx (Dial around - TUSA) customers. This helped recover millions of dollars in revenue for the business.
• Created and executed test scripts/test cases, prepared JCL and verified test results for QA (quality assurance) testing for all Confidential billing systems for production fixes and monthly releases. - 100% accuracy rate.
• Improved Confidential customer satisfaction by 99% through performance improvements, maintenance, and ad-hoc tasks for all Confidential - Mass Market Billing systems.

Project Lead

Confidential

• Directed, managed and motivated the work of a group of programmers/analysts through all phases of the System Development Life Cycle.
• Developed, Tested and implemented COBOL programs for the Debt Collections Application on the FFEL project.
• Prepared and presented test scripts and test cases for the Department of Education.

TECHNICAL SKILLS

Proficient in the use of Microsoft Windows; MS Office Suite - Excel, Word, PowerPoint, Visio, & Project • Tracking Tools - Lotus Notes/ Salesforce.com /Share point/ HP QC & ALM /Remedy • Database - DB2/Oracle/SQL • Midrange - UNIX/LINUX/Putty/HTML/XML/Java Script v1.2/TCP/ IP/ SIP/ Hadoop (Apache) • Software - IDMS, TSO, ISPF, COBOL, IBM OS/MVS JCL, VSAM, Endeavor, Perl, C/C++ • Hardware – IBM 370/30XX under OS/MVS/XA, IBM 4341 under OS/VS1 EDUCATION MBA in Accounting, University of Phoenix B.A. Scientific Programming & Applied Math, University of California, San Diego Graduate Courses in Business/Accounting, Northern Virginia Community College, Annandale, VA Interactive Voice Response System Training, Periphonics Corporation, Bohemia, NY