SUMMARY

• Over 20 years of increasing responsibilities in large/small IT environments ranging from technical to project leadership specializing in Contact Center and Infrastructure enterprise operations.
• Systems planning 1Enterprise telephony consolidations, system integration, strategic design, advanced call routing, quality monitoring, foundation stabilization and standardization, in depth documentation, reporting, training. * Successfully manage concurrent IT projects * Determination of feasibility * Management of in­house/onshore/offshore/hybrid models * Extensive background in application system architecture

PROFESSIONAL EXPERIENCE

Sr. Technical Project Manager

Confidential, Long Beach, CA

Responsibilities:

• Technical Project management of Cisco voice systems environment - Managed the day-to-day operational and tactical aspects of multiple, large scale implementation and upgrade project
• Lead activities related to telephony architecture/integration projects. Coordination of detailed telephony system project execution plans
• Working with internal IT and business partners to deliver complex IVR, Finesse Gadgets, ICM and Call routing development
• Assignments of project tasks with effective and efficient follow up to ensure timely project status updates to business partners, internal team and project sponsors
• Management of both Infrastructure and Application project deliveries for large, medium and small project deliveries
• Effective vendor management of project requirements, tasks, deliverables, testing and overall project completions
• Utilization of both Waterfall and Agile/Scrum methodologies to effectively manage existing projects
• Accountable for the delivery of the enterprise level UC, telecom and network projects
• Vetted and managed project scope, quality, schedule, resources, risks, issues and communication dependencies to a high standard
• Interface, motivate, plan and manage challenging relationships with key resources
• Communicate effectively across cultures. I am able to talk "techie" and translate to business dialogue
• Lead and facilitated productive discussions to break through project impediments
• Presented regular updates at weekly joint IS and PMO reviews with key stakeholders
• Utilization of project management tools, e.g., MS Suite including Project, Visio and Access
• Transition projects, documentation and processes to operational teams
• D isplayed at all times a high level of professionalism and integrity

Sr. Technical Project Manager

Confidential, Costa Mesa, CA

Responsibilities:

• Project management of voice systems upgrades across AAA telephony footprint to bring existing systems within alignment for vendor maintenance
• Project management of the upgrade for the existing quality management system (NICE) across several locations
• Utilization of both Waterfall and Scrum methodologies to effectively manage existing projects
• Conducted end to end project management of multiple projects as well as sub-components of a large program directives
• Lead cross functional teams to complete project deliverables within allotted timeline and budget
• Identified key internal/external stakeholders necessary for project completion and developed overall strategy for executive of high value projects
• Defined project scope and objectives, guides activities of the project team including delegating tasks to team members, identifying resources, and establishing the timeline for deliverables.
• Management of projects typically spanning multiple business units company-wide, that require a high level of coordination amongst the cross functional teams.
• Developed detailed work plans, schedules, estimates, resource plans, and status reports.
• Conducted project meetings and is responsible for project tracking and analysis.
• Ensure adherences to quality standards and reviews project deliverables.
• Managed the integration of vendor tasks and tracks and reviews vendor deliverables as necessary
• R Resume: Lisa LeFridge ecommends and takes action to direct the analysis and solutions of issues.
• Communicates effectively to senior level management and executive leadership
• Strong team player with a positive attitude, committed to the success of the overall team.
• Strong written and oral communications skills.
• Good interpersonal skills with a customer service orientation.
• Execution of projects in either the waterfall or agile methodology as dictated by the project deliverables

Sr. Infrastructure/Telephony Project Manager

Confidential, Lake Forest, CA

Responsibilities:

• Management of the migration of voice routing and processes to multiple offshore partners that included business units consisting of Collections, Authorizations, Claims, etc.
• Project management of the expansion of the Citrix environment to include the addition of offshore business partners and applicable applications
• Project management of site conversions to the standardized voice platform (92 sites)
• Management of the decommissioning and installation of Wireless Access Points and Controllers across large enterprise locations
• Project management of NICE quality management environment refresh which included the upgrade of the productiLon and development servers, storage expansion and software upgrade

Sr. Project Manager

Confidential, Irvine, CA

Responsibilities:

• Project management for application solution implementations to client portfolio across the US and Canada
• Site installation of new voice platforms for both premise and hosted environments included but not limited to the following businesses:
• Honda Motor Corp., Fire Fly, Harrah's Casino, Las Vegas, Rolex, etc.
• M Resume: Lisa LeFridge anagement of matrix project team for the successful implementation of premise and cloud based telephony solutions
• Coordinates with the Professional Services Organization (PSO) management team to manage the implementation team, costs, and time schedules
• Coordination of requirement gathering, documentation, configuration, development, training, testing and go-live activities
• Provides regular status updates to Operations Manager/Project Management when on-site during implementations
• Prepares, distributes, and maintains all project documentation according to established processes and methodology
• Create and tracks project plans and budgets to insure that project costs and expenses are contained
• Tracks utilization to insure projects are profitable
• Assists with proposal development and pricing as needed
• Participates in sales presentations as needed
• Contributes to the response for RFP's and RFI's as needed
• Timely submission of project documentation - timesheets, expense reports, project status reports, and system acceptance forms.

Sr. Telecommunications Project Manager

Confidential, Temecula, CA

Responsibilities:

• Project management utilizing the Agile Scrum methodology to deliver updated versioning software to the emergency voice systems in New York and Chicago
• Management of a 16 person development and technical systems team
• H eavy utilization of MS Project and Concerto for project tracking
• Utilization of JIRA for issues tracking
• Management of project budget of 5.5 mil
• Liaison to upper management via weekly updates, both written and in person
• Management of multiple projects that have the potential to generate significant revenue streams

Sr. Telecommunications Manager

Confidential, Los Angeles, CA

Responsibilities:

• Systems management of Confidential call routing and contact center platforms, RightNow CRM, Carrier routing and digital signage manipulations.
• Client/vendor relationships and application management (CRM/Telephony (CTI, ACD, IVR)/ Remote Support)
• Design and ongoing support of telephony environment (PBX, IVR, CRM, PDS, TFN) to ensure successful, efficient delivery of all voice related customer interactions
• Management of a hosted VoIP PBX, IP, MPLS, Ethernet environment
• Develop project recommendations based on customer feedback or development team feedback to improve contact center processes, technology, and resources utilization
• Focal point for escalation of all Technology-related matters, including incident management of teams and priorities during high impact situations.
• Recruit, coach, develop, motivate key team members, ensuring the right cultural fit
• High degree of technical and professional judgment, and ability to creatively solve technical problems with sound business practices
• Backup, and system disaster recovery management
• Network management (including cabling, voice, wireless, routing, switching)
• Hardware procurement, installation, break/fix, and ongoing maintenance
• A Resume: Lisa LeFridge sset procurement, management and tracking
• Audio/Visual implementation, management and support
• Project management of all telephony projects utilizing SDLC, Agile and Waterfall methodologies

Sr. Project Manager

Confidential, Irvine, CA

Responsibilities:

• Interface with the Product Management, Development, QA and Operations teams to ensure the successful delivery of new systems
• Development of Telephony immediate and five year Roadmap
• Spearhead complete cradle to grave documentation efforts of all voice related routing (call flow and IVR) in conjunction with all environment integration points for pending environment change
• Worked and supported projects within a Cisco IPT- Call Manager, Unity Connect, UCCE, etc. environment
• IVR redesign for all business units to increase routing efficiencies
• Management of multiple infrastructures and development multi-stream projects simultaneously
• Conducting project management duties in accordance with project management best practices
• Management and development of end-to-end project plans
• Detailed oriented which ensures on-time delivery of all project phases
• Direct management of all phases, including analysis, design, development, testing, deployment and initial maintenance

Team Lead

Confidential, Torrance, CA

Responsibilities:

• Subject Matter Expert on the following voice platforms:: Avaya Contact Center, Avaya Communication Manager, IVR platform, Genesys call routing rules (CTS), Genesys route point configurations (CME), Genesys reporting in CC Pulse, Siebel, NICE Quality Management platform, Predictive Dialer and carrier call routing decisioning.
• Working with 3 large (Arizona, Iowa & Maryland), 2 medium (Corporate) Customer Service Centers for strategic planning and environment design
• Create/Design/Manage/Modify call routing strategies impacting call volume in excess of 750,000 per month
• Management and mentoring of Voice Application Administration team members (11)
• Manage internal and external vendor relationships (carrier, equipment)
• Creating future strategies and designs to drive consistency in all applications across the enterprise
• Establish, evaluate, and refine all change management workflow rules
• Triage change requests entering all Corporate CSC Operations departments
• Administer Change Management tools assuring all requests are processed
• Perform impact analysis for each change requested
• Maintenance of resources responsible for the WFM platform
• M Resume: Lisa LeFridge anage change communication to all impacted participants
• Supervision of MAC requests to completion at all locations
• Standardize all telecommunications management processes
• Management and upgrade of the RightFax internal multi-channel faxing solution
• Team Lead of the Document Management department and resources