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Project Manager Resume

SUMMARY:

  • IT professional with over 18 years’ experience
  • I consistently deliver an (internal) integrated customer experience across the enterprise and across all channels.
  • I ensure my clients capitalize from their technical investments efficiently and in turn, provide their clients with an (external) enterprise experience that is seamless, frictionless, and intuitive. Therefore, consistently providing a real self - service and valuable interaction.
  • As a result, immediate and long-term relationships are forged. All of this goodness is realized- regardless of the clients preferred touchpoint.
  • I provide my clients with a variety of innovated and proven approaches.
  • They not only align with desired delivery channels - they also meet with their long term strategies, initiatives, partnerships, while promoting their brand.
  • Equipped with a broad and diversified “toolkit” including; Senior Consultant, Technical Delivery Management, Program Management, Change Management and Project Management. d Telephony, Multiple Network Domains, CSM Certified Scrum Master, and PMP Project Management Professional.
  • Engagements that range from RFP/RFI Full Lifecycle Management to Solution (Delivery, Integration, Application Development and Infrastructure) including Business Digital Transformation, Hyper-Converged Infrastructure, Organizational Change Initiatives and Solution Delivery, Eligibility and Enrollment Contact Center Solutions, ERP Enterprise Solutions, CRM Enterprise Solutions, Software Development and Infrastructure Solutions.

TECHNICAL SUMMARY:

Project Man agement: SDLC, PMBOK Agile, POD, Kanban, Clarity, PMM Federal Standards, Pulse, MS Project, MS Meeting Place, MS SharePoint, MS Live Meeting, MS OneNote, MS Visio

Medicaid: IBM Watson Health, Curam, TruVen, Oracle, Optum, Molina, Confidential, DXC Technology.

ERP Technology: PeopeSoft (FSCM, HCM, EPM & ELM), Oracle 10g DB, Entrust Encryption, VMWare, ViewDirect, AutoSys, FileNet, Facility Max, FleetFocus, iNovah. SOA, Oracle middleware technology ESB "Enterprise Service Bus", IB "Integration Broker", WebSphere, Oracle 10g Database, IBM ZOS, SFTP Server, Entrust & PGP Encryption, CA’s AutoSys, FileNet, SunGuard's BC & DR solution.

CRM Technology: Siebel Sales, Siebel Core Consultant 2000, SugarCRM, SalesForce, Cisco/Geotel ICM, Cisco IPCC, IVR, Goldmine. Siebel, Amdocs Clarify, Cisco IPCC AVVID, Lucent-Avaya, Nice, Nuance, Blue Pumkin, Edify, MQSI, WebSphere WBI, Mainframe OS/390, (IMS, CICS, DB2) Attachmate. Genesys T Server, GeoTel ICR, Rockwell Galaxy, Lucent Definity, Avaya, Siebel, Amdocs Clarify, IEX, Dictaphone, Edify, MQ Series Integrator, Mainframe OS/390 (IMS, CICS, DB2) Attachmate.

Development Software: TraCS, FoxPro, Visual Basic, .NET, DB-IV, Access, SQL, XML, Siebel, Genesys, Oracle10g JDeveloper.

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

  • As a Senior Project Manager, responsible for coordinating with the finance department across all domains.
  • I managed cross-functional project teams on 4 assigned projects. Of the 4 projects, the Eclipse project was only project submitted for Gate 1 Review approval.
  • Develops and manages project plans that encompass the complete product development life cycle. From product requirements, development, quality assurance to deployment.
  • Very successful at determining detailed approaches and timelines of projects.
  • Defines roles and expectations of team members and ensures timely feedback.
  • Resolves issues affecting project scope, quality, effort, risk and timeline.
  • Manage and resolve vendors, change management and all revolving related issues.
  • Creates and manages contingency plans for the project, if necessary.
  • Ability to manage multiple projects simultaneously; prioritize and monitor engineering and operations tasks and resources across projects.

Confidential

Project Manager

Responsibilities:

  • Serving as RFP response writer for all Contact Center solutions.
  • Responsible for the design, procurement, development and delivery of the Service Desk and Desk Side Support solution.
  • Collaborated with a suite of vendors to integrate the above solution into the overall solution.
  • Coordinate and lead working sessions with cross-functional teams, analysts, developers and business units to develop functional requirements with user group.
  • Demonstrated strong influencing skills to effectively drive progress, resolve issues and facilitate decision-making among key Stakeholders.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation/project repositories, mentored technical team members and provided status reports to management.

Confidential

Project Manager / Delivery Manager

Responsibilities:

  • Responsible for providing primary point of contact with customer. Ensuring timely communications, reports and results regarding project implementation.
  • Delivered Technical and thought leadership to customer by introducing; best practices, industry trends, lessons learned, laboratory demonstrations and technology briefings.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation and project repositories, mentored technical team members and provided status reports to management.
  • Managed design, development, and testing and infrastructure team consisting of 27 team members.
  • Successfully met timelines and milestones while maintaining integrity of the system.
  • Responsible for conducting the assessment phase of the enterprise technical landscape.
  • Activities include; maintaining key relationships, developing key deliverables and the transfer of knowledge.
  • Coordinate and lead working sessions with cross-functional teams, analysts, developers and business units to develop functional requirements with user group.
  • Conduct strategic plan development, business case development and cost analysis. Support development of engagement work plans, schedules and performance meetings.
  • Design required transforming traditional lines of business “silos” to an enterprise centric solution that would present total technology efficiency benefits to exceed $3 million per year

Confidential

Project Manager - Business Development Manager

Responsibilities:

  • Responsible for key business partnerships from development and delivery, both client and solution partners.
  • Conducted industry research, developing winning solutions from understanding market trends, market leaders, current and future market gap analysis.
  • Provided market intelligence to Senior Leadership to ensure the solution would provide the client experience promised.
  • Collaborate with internal teams when designing/developing and implementing healthcare solutions.
  • Responsible for collaborating with vendors to construct solutions that meet current business requirements and are flexible and able to easily adapt to future business requirements.
  • Demonstrated strong influencing skills to effectively drive progress, resolve issues and facilitate decision-making among key Stakeholders.
  • Establishes customer experience metrics to track and measure success. Monitors outcomes and establishes an effective enterprise feedback loop / process.
  • Successfully and consistently identified and lead high impact opportunities to enhance the customer experience thru implementation of new, rich, capabilities via product, system, process and policies.
  • Adapted to account PMO procedures and practices, while introducing “value-add” process improvement.
  • Responsible for all aspects of project management from planning, controlling, monitoring, reporting and escalation.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation and project repositories, mentored technical team members and provided status reports to management.
  • Managed program in accordance with Enterprise Change Management policies (Change Orders, Request and Blackout periods).
  • Communicate project status through written reports, portfolio, executive and stakeholder reviews.
  • Successfully maintained and provided pipeline management across the full suite of our products and services.

Confidential

Technical Delivery Manager

Responsibilities:

  • Successfully and consistently provided guidance and oversight of lifecycle application development.
  • Maintained a portfolio of complex customer-centric projects. Leading cross functional teams in the execution all efforts.
  • Employed an Agile methodology, conducted daily stand-ups, and maintained a scrum task board.
  • Provided control of and negotiation of change management and scope of project.
  • Successfully met timelines and milestones while maintaining integrity of the system.
  • Adapted to account PMO procedures and practices, while introducing “value-add” process improvement.
  • Demonstrated strong influencing skills to effectively drive progress, resolve issues and facilitate decision-making among key Stakeholders.
  • Proven ability to structure and manage cross-functional project teams and communicate skilfully across a broad set of stakeholders.
  • Managed a core “TEDS” team consisting of 12 business analyst, 3 technical writers, 21 developers, 19 testers.
  • Provided day to day task assignments, deliverable and schedule completions, time sheets and vacation planning.
  • Successfully provided coordination between production-control, change management, customer and vendor teams.
  • Following Team Management (Design, development, testing and infrastructure) consisting of 44 team members.

Confidential

Delivery Manager

Responsibilities:

  • Successfully identified issues blocking project completion by rapidly developing, and implementing corrective actions.
  • Successfully delivered 2 critical deliverables ahead of schedule and under budget. Providing important “confidence factor”.
  • Just 9 days after my arrival, I successfully turned-around a faltering reporting process including dynamic a dashboard tool.
  • Lead 2 separate software and system testing teams to achieve targeted objectives ensuring a successful 3rd gate completion.
  • Provided successful analytical, problem resolution and communication skills resulting in significant “process improvement”.
  • Delivered Technical and thought leadership to customer by introducing; best practices, industry trends, lessons learned.
  • Responsible for all aspects of project management from planning, controlling, monitoring, reporting and escalation.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation and project repositories, mentored technical team members and provided status reports to management.
  • Demonstrated strong influencing skills to effectively drive progress, resolve issues and facilitate decision-making amongst key Stakeholders.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation and project repositories, mentored technical team members and provided status reports to management.
  • Managed design, development, and testing and infrastructure team consisting of 37 team members.

Confidential

Program Manager

Responsibilities:

  • Managed and successfully delivered a constant average of 19 simultaneous projects. Delivered dynamic LOB requirements, from queue size and skills to new sites launches.
  • Delivered the merger integration of both the Confidential and Confidential Card contact centers. From operational readiness to the implementation of the full suite of technology.
  • Projects include: Launch new Sites, Site Extensions, Site Decommissioning, Work-From-Home Agent, Merger & Acquisition, Mobile Wallet, IVR, Softphone Management, SSO Connections, IE8 Upgrade, and Hearing Impaired. Station ID project with $9 million annual operating cost
  • Proven ability to structure and manage cross-functional project teams and communicate skillfully across a broad set of stakeholders.
  • Successfully managed various teams. Collaborated with a variety of partners and stakeholders both internal and external.
  • Delivered Card full life cycle business process improvement projects. From, 1 st Call Resolution, Enrollment, Core Servicing, Campaign Management, Escalation, Retention, Loss Mitigation, to Back Office Fulfillment.
  • Managed multiple 3 rd party contact center suppliers, both domestic and off-shore.
  • Stood up new contact center - From Portfolio Management, Commercial Real Estate to Agent Nesting, Operational Readiness and Production.
  • Delivered large and complex initiatives, with direct accountability for project schedule, scope, budget, project plan and quality.
  • Responsible for planning, organizing, scheduling, and monitoring all aspects of multiple projects. Utilizing Clarity, Microsoft Project, 3 rd party vendor relations, and PMO processes including Waterfall, Agile, and methodology.
  • Manage and control the creation, use, and retention of all project artifacts and manage cross-functional project teams.
  • Utilized project management tools - project artifacts, archive evidence , i ncident logs, action logs, and open issues logs.
  • Team and Vendor management included - resource forecasting, slotting, planning, negotiating and tradeoffs.
  • Managed program in accordance with Enterprise Change Management policies (Change Orders, Request and Blackout periods).
  • Communicate project status through written reports, portfolio, executive and stakeholder reviews.
  • Recognition, s & s include -Well Managed and Gold Star s.
  • Demonstrated strong influencing skills to effectively drive progress, resolve issues and facilitate decision-making amongst key Stakeholders
  • Following Team Management (Design, development, testing and infrastructure) consisting of 12 team members.

Confidential

Project Manager

Responsibilities:

  • Planned organized and implemented all aspects of Business and System requirement gathering and ensure the successful completion of deliverables including status reporting, project planning, WBS, scheduling and controls.
  • Managed and respond to E2E Ethernet Quality Assurance risk tracking, mitigation and issue tracking with multiple Ethernet global site installation and provisioning activities.
  • Managed teams across different International IT group’s locations with high level of interaction of user acceptance testing methodologies and documentation with internal/external business partners.

Confidential

ERP Delivery Manager

Responsibilities:

  • Delivered multiple concurrent projects within an N-tier architecture ERP implementation. Projects involved were;
  • PeopleSoft, Security, Production Control, Archive and Reporting, Content Management, Business Continuity and Disaster Recovery.
  • Responsible for all aspects of project management from planning, controlling, monitoring, reporting and escalation - to closing these high profile projects.
  • Created and maintained work plans, conducted technical open issues work sessions, maintained project documentation and project repositories, mentored technical team members and provided status reports to management.
  • Created team collaboration by employing "Embedded Services", Town Hall Sessions and Brower-Based Forums" to engage and support Business Partners, State Agencies, Vendors and Extended Project Team Members.
  • Managed design, development, and testing and infrastructure team consisting of 30 team members.

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