SUMMARY:

• A decisive, solution - oriented, and results-focused professional with 15+ years of experience in Business Management - utilizing program/project management methodologies based on Project Management Institute (PMI) framework and ITIL best practices.
• A proven leader with outstanding talents in team building, efficient resource usage, development and maintenance of internal/external relationships, cost management, and solutions/service delivery.

TECHNICAL SKILLS:

• Project Manager for multiple new software implementations, both vendor-based and internally developed software
• Program and Project Management
• PMI Methodologies
• Agile and Waterfall Methodologies
• ITIL Foundation Methodologies
• Business Process Analysis
• Change and Release Management
• Network Operations Management
• DevOps Management
• Call Center Operations Management
• Disaster Recovery Preparedness
• Risk Management
• MSP Experience
• Amazon Web Services
• Cyber Security Implementations
• Software Testing

PROFESSIONAL EXPERIENCE:

Confidential

Senior Project Manager

• Managed numerous contract engagements for Etc Consulting clients
• Engaged to manage the customer interactions of project activities. This effort includes facilitating requirements gathering, conducting status and deliverable review meetings, and executing project closures - as needed.
• Interface with stakeholders to communicate status and set expectations.
• Conduct presentations for various entities to facilitate understanding of project scope and deliverables.
• Identify, implement, and manage various project delivery methodologies - i.e. Agile and Waterfall.
• Obtain buy-in from business units through use of team meetings.
• Act as primary liaison across business units.
• Develop and respond to Requests for Proposal that result in contract renewals.
• Gather requirements and constraints and obtain stakeholder approval and acceptance of new contracts to insure project charter and subsequent plans effectively meet stakeholder expectations.
• Develop project scope, budgets, and schedules for multiple projects.
• Identify, assess/analyze, evaluate, and develop plans to mitigate risks.
• Lead project planning effort to identify team members, WBS and associated work packages.
• Lead/manage cloud migrations

Confidential

Technical Project Manager (OSS/BSS Service Assurance Consultant)

• A highly engaged member of a large Professional Services organization whose members are adept at consulting in numerous verticals. Applied Confidential and industry-specific methodologies to deliver a myriad of solutions.
• Project Manager for multiple new software implementations, and closely monitored new process implementation. Implemented changes where necessary and reported significant work performance improvements to Senior Management.
• Work with developers to set up code and configuration repositories (GitHub).
• Worked with customers to insure they understood solutions and identified opportunities for improvement.
• Responsible for all areas of SDLC (software development life cycle) from scope documents to development, through change control and project completion.
• Established relationships with sponsors, stakeholders, and project team members to foster working relationships beneficial to the project life cycle.
• Led stakeholder working sessions - included brainstorming and mind mapping - to obtain new ideas and outline alternative solutions.
• Developed and executed focus group-based trial runs for optional processes effectively gathering stakeholder expectations.
• Redefined operational procedures, thus increasing delivery efficiency and opportunities for new projects.
• Develop risk management plans that outline, estimate impact, and outline response to risks.
• Developed Operational/Business Support Systems/Services (OSS/BSS) client procedures to increase effectiveness of Network Operations organizations and improve customer satisfaction.
• Managed software development team efforts from build through test and configuration.
• Lead solution performance monitoring efforts to ensure customer satisfaction and decrease solution failure rates.
• Conducted feature development work-sessions to facilitate understanding of customer requirements.
• Tested next-generation call center tools - including Workforce Management, in/outbound calling, DMA, Configuration Manager, skill-based routing, and reporting to improve call center operations.
• Implemented next-generation smart-metering software solutions to reduce the need for technician truck rolls.
• Managed customer data migrations to multiple data centers
• Tested post-migration cloud-based data access to insure responsiveness was in line with expectations.
• Communicated status to stakeholders while fielding questions, addressing concerns, and processing suggestions in an effort to insure smooth integration of new solutions.
• Developed and distributed implementation/integration documentation.

Confidential

Senior Project Manager

• Managed various project teams working for private and public sector companies. Participated in Pre-Sales, Proof of Concept, and deployment of products. Identified numerous opportunities to provide additional professional services to customers.
• Responsible for all areas of SDLC (software development life cycle) from scope documents to development, through change control and project completion.
• Managed multiple projects for IT Service Management and ongoing programs for private and public sector clients.
• Developed and implemented integrated software development and testing methodologies.
• Managed software releases and release performance monitoring efforts.
• Developed and implemented internal process for change order management.
• Revived several large (>$100K) accounts while growing several others.
• Researched processes and procedures for use in building project charter for various Fortune 500 customers.
• Established and maintained relationships with stakeholders to ensure involvement in project lifecycle.
• Gathered stakeholder requirements, assumptions, and risks to assist in building the project management plan.
• Produce plans that outline and ranks risks, details responses to risks, and defines actions taken when risks are encountered.
• Compiled and employed work performance reports.
• Gathered and assessed change requests to determine potential impact prior to Change Control Board submission.

Confidential

Senior Manager, Network Operations Center

• Managed a team of over 75 employees providing several levels of Operational Support. Managed NOC design and build-out including hiring of 30+ employees. Managed Sales teams, handled escalations, and managed maintenance activities. Drove growth by focusing on customer service, employee training, and teamwork.
• Created and maintained employee staffing, personnel development plan, Operations product focus, and organization budgets.
• Designed and developed processes and procedures for Network Operations and Service Delivery organizations. Directed proactive resolution analysis which resulted in a 99.999% uptime.
• Improved customer support and network trouble resolution processes by promoting and implementing resource sharing, heightening awareness of network events and facilitating interdepartmental tasks.
• Provided technical and strategic expertise in network and systems support aspects of customer service and network management to multiple integration teams.
• Key contributor to technical strategy and technology roadmap planning as a representative of Service Delivery and Network Operations teams.
• Provided requirements, scope, and direction to System Administrators developing network monitoring applications and tools.
• Directed SDLC for architecture design and implementation, testing and maintenance.
• Researched, developed, and participated in the analysis and resolution of network events.
• Led the development of disaster recovery processes and procedures.
• Oversaw day-to-day operations of multi-level network and system support organizations.