SUMMARY:

Proactive senior level manager with 25 years of progressive experience and expertise in project leadership for Fortune 500 companies. Leader in introducing systems methodologies and processes that streamline operations, increase ROI and customer satisfaction. Developed and delivered projects in ERM, SAP and COTS applications. Experience in Agile Waterfall Six Sigma,Scrum and PMI methodologies.

TECHNOLOGY EXPERIENCE:

Data Warehouse Migrations and Installations, CRM Software Deployment, DR testing and implementation, and documentation. Confidential Octel & Intuity VM systems, Confidential, Confidential HICOM, Openscape, Nortel, Cisco 6500 series switches. Experience with PeopleSoft, Kana Siebel applications, IP SIP, VOIP servers and applications. OEM, LAN, MS Office Suite, Lotus Notes, JD Edwards, Autotask CMMI, CCTV, Siebel, HTML, SLA & QA analysis, RDBMS, PDM, CRM Reports, ITIL practices, and SDP21, SharePoint. Firewall software and applications. CA Clarity Portfolio Management Waterfall, Agile, Team Foundation Server (TFS), VLSI experience MS Vision, MS office Suite. Extensive experience working within a PMO environment Experienced with Microsoft office including MS Project and MS Lync applications, IT Application development. SAN Storage, Network Management Tools, Cisco Works, Confidential Open view, Live Opnet, IVR Applications including Intervoice, and NICE Systems including Quality monitoring. Aspect systems working knowledge. ACD and Best Services Routing, message board installation and measurement of key metrics. Working knowledge of Cognos and Informatics applications and tools.

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, Auburn Hills, Michigan

Responsibilities:

• Worked with cross - functional teams to deliver infrastructure requirements within Confidential ’s Plan, Build, Run organizations. Extensive knowledge with Lotus Notes applications
• Working extensively with Confidential systems such as Drive IT, Lotus Notes, DUR and DAR process requests within Confidential IT Tools.
• Have also worked with Serena Dimensions team on code requirements / process for new applications
• Delivered Complex projects for OBT and Global Issue Management, OSS that required detailed planning to ensure project delivery within requested timeframes.
• Worked with TMO (Testing Management Office) to ensure all applications went through the process of software evaluation. Helped application teams get software operating optimally when launched.
• Worked with application teams in multiple regions to ensure alignment of architecture requirements. Identified any regional differences to ensure smooth launch of application

Technical Project Manager

Confidential, Farmington Hills, Michigan

Responsibilities:

• Developed project related scope information including resources required, project schedules, required change documents and updated SharePoint drive on weekly basis.
• Provided technical project management and planning of all infrastructure requirements, network configuration, milestone planning, and site-specific documentation.
• Worked on scope of work documents to ensure consistency of project deployment requirements where met such as infrastructure planning, environmental considerations, as well as network configuration and planning.
• Worked as lead on all RFC change documents to ensure that products could be deployed within the customer environment with minimum disruption to service.
• Verify all new releases were tested in pre-production environment noting any changes and working to schedule proper deployment support and escalation’s as needed when implementing changes.

Technical Project Manager

Confidential, Farmington Hills, Michigan

Responsibilities:

• Developed installation Manual that provided project charter which included milestone planning, wireless deployment configuration and standards, system assurance checks, site survey planning information .In addition provided customer facing documents which included administration training, pre-installation site requirements, billing and service support documents.
• Worked on scope of work documents to ensure consistency of project deployment requirements where met such as infrastructure planning, environmental considerations, as well as network configuration and planning
• Provided statement of work to potential global deployment partner to indentify and contract with supplier to support expansion of project from Confidential based to a global deployment platform.
• Worked with new potential business partners to establish firm fixed pricing for deployment. Provided and worked with designated business partners on review and signoff of master services agreement between companies.
• Provided technical project management and planning of all infrastructure requirements, network configuration, milestone planning, and site-specific documentation.
• Provided technical interface to developing two support functions for deployment. One was for the Customer Call Center and the other for Web-Site support. Identified documents that would be hosted on company web site as well forms that would require customer interaction.
• Provide technical direction for Confidential Call Center routing, which included an Confidential S8300 VOIP system, IVR, Quickbase, and voicemail.
• Provided internal direction to US based project team on deployment requirements and associated timeframes. Help to establish system assurance checks that would be used during the implementation process.
• Developed In- Service support process to route help desk tickets to global help desk.
• Worked with Cisco on Network Implementation planning requirements, firewall considerations, bandwidth and network stress testing guidelines. Document would be used as template for site-specific network configuration.

Data Warehouse - Senior Project Manager

Confidential, Troy, Michigan

Responsibilities:

• Responsibilities included development of master project plans, cutover and help desk support. Of New Data Center.
• Provided project leadership with business partners Confidential and Confidential & Confidential .
• Created and maintained project plans, installation schedules, and in-service milestones. Products included Cisco 5500 series servers as well new 2600 series Appliance Class severs. Provided SOW (Statement of Work), required resources, network interface requirements, product placement, sizing, and future growth capabilities for both data centers in Confidential and Milford.
• Provided project planning for Confidential data centers on networking connectivity between facilities. Completed testing of primary and secondary power and disaster recovery systems. Presented overview of pre-production testing results to key stakeholders to acquire sign off of proposed solutions. Developed disaster recovery plans and tested pre-production environment and provided corresponding reports. Provided weekly and monthly reports to key stake holders on project KPI’s including any corrective action required.

Senior Technical Project Manager

Confidential, Detroit, Michigan

Responsibilities:

• Leader as technical project manager for global deployment of Confidential Applications to over 100,000 users worldwide.
• Verified network readiness from a bandwidth standpoint and made recommendations on additional network services needed. Implemented ITIL process across the NA region to match customer’s global service requirements.
• Developed In- Service support process to route help desk tickets to global help desk for all data center issues.
• Additionally worked on SLA’s to have problems resolved and / or escalated to Tier 2 engineers. Developed key contacts list for vendors, spare part levels, and required response time for each supplier.
• Worked with Cisco and Confidential & Confidential to look Confidential possible solutions to recommend for sites where bandwidth is constrained. Sent solution to test lab and develop (ORT) Operational Readiness Testing.

Services Director

Confidential, Detroit, Michigan

Responsibilities:

• Managed Confidential ’s service issues reported to global help desk for voicemail platform. This included support to over 150 locations in Canada, Mexico, and the United States. Worked under direction of Confidential Global Service Director in Europe to meet agreed SLA guidelines.
• Worked on RFP with sales team in positioning replacement of legacy equipment.
• Created standard site checklist to be used for completion of all preventative maintenance procedures. Provided reports to regional customer contact that reflected service and MAC monthly activity.
• Provided staffing for Confidential Global Support Desk for Confidential region, which included engineers, administrative, and billing personnel.
• Provided Senior Technical Support for resolving chronic problems on legacy equipment including recommendations for new equipment, possible site consolidation and or site closure.
• Helped migrate Global Service incident management desk from EDS to Confidential ’s Global Data Center. Developed guidelines for all incident management issues.

Project Manager

Confidential, Dearborn, Michigan

Responsibilities:

• Provided technical review for Confidential solution to upgrade existing call center, as well as addressing needs to expand service for new building using Confidential G650 Gateway switch.
• Provided consulting services to customer’s IT team providing timeframes for Confidential upgrade, Help Desk, and 1st day In- Service support coverage. Project completed 2 weeks ahead of schedule and 3% under budget.

Systems Architect / Program Manager

Confidential, Minneapolis, MN

Responsibilities:

• Provided senior technical review of Confidential Migration plans for new switch.
• Participated in pre-cutover site planning visits, provided key milestone dates for pre-production testing.
• Integrated existing Octel voicemail network of 160 sites into Confidential network. Technical interface for upgrade and replacement of (3) legacy Confidential TDM switches with new Confidential VOIP switches and branch Gateway severs for off shore sites.
• Installed new Confidential Predictive Dialer and Confidential for two IVR units (120 channels each) for call processing to ensure measuring and tracking of inbound and outbound customer calls.
• Lead PMO on-site technical support for 6 months during cutovers in US and off shore locations, completing required test plan signoff cutover process. Projected completed 1 month ahead of schedule and firm was awarded Confidential supplier of the year.

Senior Technical Project Management

Confidential, Basking Ridge, NJ

Responsibilities:

• Worked with Regional Sales team for Southeastern Michigan school district, Confidential Consolidated.
• Migrated 7,500 Centrex lines onto new Fiber Optic Network to connect new Confidential VOIP solution.
• Provided Senior Technical Leadership on the build out of new data / call center for Confidential Group.
• Connected new Confidential platform to customer help desk located in India.
• Provided Senior Project Management for Ameritech which consolidated 8 call centers down to 4 locations.
• Developed and implemented $5 million Confidential Cross-Functional project by installing product showcase to support sales & services departments.