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Project Manager Resume

Mertztown, PA

SUMMARY:

  • Project Manager looking for a senior software development project manager position.
  • I have a wide range of skills and hands - on experience in information technology that I would like to apply to challenging projects.
  • These include customer interfaces, website commerce, transaction processing, support services or infrastructure improvement initiatives requiring knowledge of software interfaces.
  • I have managed projects through the entire solution delivery lifecyle.
  • CAPM certification. PMI member.
  • ITIL Foundation certification in progress.
  • Enterprise solutions consulting for call centers, customer back office and customer database consolidation.
  • Industries served include banking, financial, and utilities including electric, cable TV and telecommunications.
  • 13 years leading software development initiatives and 7 years managing support services.

PROFESSIONAL EXPERIENCE

Confidential, Mertztown, PA

Project Manager

Responsibilities:

  • Provides project management, consulting and advice on web applications and network infrastructure for small businesses.
  • Collaborates with business subject matter experts (SMEs) on development of technology strategy, security and business continuity. Oversees software integration, data conversion and data center network services.
  • Created company website fo r marketing IT consulting services.
  • Developed web site and incorporated lead communications and payments functionality.
  • Provides project management and consulting forwebsite design using Microsoft Expression Web for HTML and WordPress for blog development. Oversees search engine optimization (SEO) activities.
  • Provided project management for cloud hosting preparation and replacement of server infrastructure. Collaborated with management to establish strategic information technology objectives. Oversaw hardware procurement, configuration and migration to Microsoft Server 2012. Verified that the system had zero downtime events and that the overall performance, capacity and reliability goals were met.
  • Project management of joint development of web interfaces and integration with with a payments application. Created work breakdown structure in MS Project aligned with Clarity templates delivered by Project Management Office (PMO). Wrote project plan, developed schedule and provided risk assessment and risk mitigation plans.

Confidential, Harleysville, PA

Development Project Manager

Responsibilities:

  • Provided project management planning, execution, control and closure of eCommerce software applications projects for the Commercial Lines Division.
  • Prepared and carried out comprehensive project schedules using MS Project.
  • Development teams created program code using Microsoft .NET, WebLogic and XML.
  • Managed software development and defect resolution using Microsoft Team Foundation Server (TFS) with Visual Studio 2010.
  • Scheduled and hosted joint meetings between development teams and vendors. Monitored quality assurance (QA) and user acceptance testing (UAT), delivered executive level briefings on project status and financial performance. Conducted daily standup meetings and maintained a level of urgency to keep the teams on track.
  • Provided project planning and direction to enable the installation of, and conversion to a cloud-hosted property risk workflow system that resulted in a large reduction in the company’s assumed policy risk. Instituted code reviews with vendor and eliminated unapproved changes in the development and test environments. Conducted daily check-in meetings and weekly status update meetings in which progress on project schedule was presented.
  • Project oversight of offshore developers and testers, along with scheduling and financial management to deliver a customized, offshore-developed solution to allow the Contact Center to automate contract management. Led development, conversion and implementation phases, including user validation and post-installation support . Resulting efficiency allowed the department servicing agents to phase out a manually-operated process and portray a more professional image.

Confidential

Project Manager

Responsibilities:

  • Project management of network engineering teams that installed redundant high performance 10-gigabit switched networks in several Confidential and Confidential legacy data centers.
  • Led engineering, cabling and network operations teams to engineer and deploy significant capacity expansion for large numbers of servers.
  • Coordinated and the rapid delivery of data network expansion projects to enable the addition of over 400 high-powered redundant servers critical to the company’s brokerage services in ten (10) data centers. Led the requirements gathering, engineering design, resource planning, provision of data security, scheduling, facilities approval requests, procurement and installation of cabling, data switches, racks and servers. Coordinated system verification with Bank personnel after deployments and communicated results to executive management teams.

Confidential, Radnor, PA

Development & Telecomm Infrastructure Project Manager

Responsibilities:

  • Provided project management of eCommerce development and operational support initiatives associated with Cisco ICM and Confidential .
  • Managed vendors and call routing project teams for worldwide call centers that handle customer service voice and IVR calls.
  • Expedited vendor software and telephony deliverables.
  • Confidential (computer telephony interface) screen pop improvement initiative for eCommerce application at outsourced vendor call centers.
  • Managed softphone application providers and in-house Confidential developers.
  • Increased percentage of automated customer account lookups as compared to number of incoming telephone calls.
  • Led management dashboard reporting initiative to leverage and hold accountable the vendor of a web-based tool used by Operations Center teams. Enabled significant improvement in call center performance.

Confidential

Development Project Manager

Responsibilities:

  • Provided project management for Credit Card development teams and vendors that played key roles in a multi-million dollar “Customer Solutions” project which delivered a flawless set of eCommerce applications utilizing Microsoft .NET, Tuxedo and batch scheduling utilities.
  • Provided project management and oversight of twelve (12) application development and 92 ancillary teams throughout the Bank.
  • Delivered new functionality to offer customers choices in banking that reward them for deeper relationships and improved back office automation of customer account updates.
  • Managed the Credit Card division’s 12 teams’ development efforts within Confidential ’s “Customer Solutions” e-commerce project. Provided estimated costs and held individuals or their managers accountable for variances from the expected burn rate on a weekly basis. Delivered project on time and within one (1) percent of the budgeted amount, which was within the company’s allowed plus or minus three (3) percent.

Confidential, Newark, DE

Development Project Manager

Responsibilities:

  • Leadership and assimilation of 15 merger transition projects into a master plan and schedule to support the merger of Confidential & Confidential .
  • This was a contract engagement within the Consolidated SuperStation Technology (CST) Project Management Team which comprised nine project-level direct reports and a budget of $1.2M.
  • Project and release management of Biannual Regulatory Releases to coordinate changes with providers (primarily Confidential, MasterCard and Visa) to adhere to credit card consortium requirements.
  • Managed Consolidated Superstation eCommerce projects which were part of the Credit Card division’s overall project delivery during the merger of Confidential and Confidential .
  • Project and release management of Biannual Regulatory Releases to coordinate changes with providers (primarily Confidential, MasterCard and Visa) to adhere to credit card consortium requirements.

Confidential, Philadelphia, PA

Development & Telecomm Infrastructure Project Manager

Responsibilities:

  • Skills-Based Routing sent outbound dialer calls to customer service representatives with second language or other special skills.
  • Delivered outbound dialer fax solution that integrated Genesys, .NET and XML, enabling a vast improvement in the call centers’ efficiency.
  • Managed team that developed and posted Web-based Call Center scorecards, performance indicators and Call Center Team statistics Reports.

Confidential, Philadelphia, PA

Lead Analyst, Energy Delivery Information Technology

Responsibilities:

  • High-volume customer electric outage reporting application integrated with a vendor IVR system. Duration was 18 months, with a budget of $2,000,000.
  • Call routing and screen pop in call centers via integration of Cisco ICM call routing. Combined with a computer telephony ( Confidential ) screen pop application the average time to answer calls was lowered and customer satisfaction ratings were improved.
  • Emergency call recording system for the Emergency Technical Services (ETS) Group. Deployed system within 60 days of project start date. Improved public safety and reduced risk to corporation.
  • Quality monitoring and call recording with screen playback. Enabled Call Center to reach unprecedented customer satisfaction ratings.
  • Upgrade of Call Center servers, workstations and network topology under the Call Center Improvement Project. Reduced customer contact system’s maximum transaction time from 15 to 5 seconds. Reduced Help Desk trouble calls by Call Center representatives by 80%.
  • Led rollout of Java/J2EE CRM application to outsource call centers and outlying remote facilities, resulting in reduced support costs for Call Centers.
  • Led system infrastructure design for CheckFree Web Bill Presentment and Payment project.

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