SUMMARY:

Accomplished Operations/Delivery Manager with 15+ years of experience in delivering sophisticated, successful software development applications with performance - driven infrastructure and usability. Determined to create an environment of rapid market deliveries using both the Lean marketing and Agile SCRUM processes. I enjoy new concepts, scaling complex projects into a manageable size, delivering on-time, and successfully. This includes new start-ups, mid-sized, and fortune 500 companies.

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Senior Project/Program Manager

Responsibilities:

• Served as the liaison between the Product and Engineering Teams to complete the Integration requests associated with moving from the Legacy HMS System to the new HPCC HMS System, including; monitoring the project from initiation to delivery using comprehensive risks management plans, communications plans, resource plans, and a detailed project plan.
• Providing day-to-day resource management, reporting to leadership on the status of each project, leading and managing discussions concerning the next steps, removing blockers and, completing the project.
• Managed the implementation of all Health Care Applications to AWS, migrated all databases from Oracle to MySQL.
• Managed onshore and offshore teams/Partners.
• Facilitated Connectivity between LN Cloud to External Clients
• Migrated clients from the legacy HMS system to AWS HPCC Cloud
• Built and implemented workflow for providing Masterfile Data from Legacy to New System
• Managed a budget of $30,000,000, with full ownership of the revenue recognition, forecasting, and the overall project financial health.
• Interfaced and presented project metrics to Senior/Executive leadership weekly basis.

Confidential

Senior Project Manager

Responsibilities:

• Worked with the HR/IT project team to interface with members of the HR Business team to plan, develop and implement a strategy for supporting Workday post “Go LIVE” and in the future as the System of Record for Coca-Cola Human Resources.
• Managed onshore and offshore resources to combine the efforts of all project team members into a cohesive plan for identifying, investigating, and resolving incidents and problems associated with the Workday release.
• Provided cross-functional team leadership and management to enable a comprehensive Support Strategy with proper governance of all supplemental support team functions included.
• Planned, developed, and implemented a strategy for Alerting and monitoring all failures and routing issues associated with the deployment of Workday during the Hyper care period.
• Managed the development of Agent queues in both Coca- Cola ServiceNow and Salesforce to for agent use in assisting calls requesting assistance with Workday.
• Provided guidance and management on the creation of the configuration items for Confidential Service Now, including building groups, email notifications, and proper alert routing to responsible resoling entities.
• Developed and executed plan for ensuring that all project line items and tasks were completed ensuring a successful cutover to Workday.
• Developed and executed a plan for cutover procedures, ensuring a successful launch of Workday.

Technical Skills: SME, Agile, Waterfall, GROWS, Microsoft Project, Oracle, Jira, ITIL, Prince2, PMP, Financial Management, Resource Management. Business Requirement Analysis, Sustaining Organization Strategy, AWS Cloud Migrations, ERP, HRIS

Confidential

Customer Operations Delivery Lead

Responsibilities:

• Served as the Subject Matter Expert (SME) and the interface between the IT department and the Business unit for assigned area/track of work. Developed and documented business requirements using Use Cases, User Stories, and User Journeys. The requests included IVR Architecture, design, and maintenance documentation. Responsible for developing and maintaining, Architectural Design Documents, Interface Design Documents, Architectural Assessments documents and As-built drawing/renderings. Pre-sales engineering for all new National Clients and customers.
• Promoted Cross-functional cooperation in building a cohesive team of Confidential with similar interests within the Confidential /VGE family. Cross-functionally managed projects from conceptualization, requirements definition, production readiness, and execution, coordinating indirect resources to assist in project delivery.
• Coached and developed subordinates with a focus on “self-improvement and career development.
• Managed, reported on, and maintained the Project Sprint calendar and SCRUM functionalities for Confidential . Utilized various SDLC protocols to manage work to include: Agile, Waterfall, Grows, and Scrum. Maintained full ownership of all change control/change management functions and processes. Developed a strategic roadmap for the assigned track to evolve its capabilities to improve operational efficiencies and customer experiences.
• Successfully migrated ticketing system from “Remedy to ServiceNow,” and developed the new processes that were used with the new system deployment.
• Managed and motivated a team of matrixed resources and cross-functional processes.
• Managed and tracked budgets for assigned projects - covering all aspects of CAPEX, OPEX, and headcount and applicable impacts on the financial success of the project. Adhered to required governance & reporting for projects.
• Oversaw the identification of process improvements to drive cost efficiency, quality enhancements, or time to market improvements within area of responsibility. Developed internal relationships with all key business and technology functions to enable improved delivery across the business.

Technical Skills: SME, Agile, Waterfall, GROWS, Microsoft Project, Oracle, Jira, ITIL, Prince2, PMP, MVNO Operations, IOT, Cloud Hosting, and Fixed connectivity services.

Confidential

Senior Technical Project Manager

Responsibilities:

• Designed, implemented and delivered specified requests for services and products made by the Cricket Care department. The requests included IVR Architecture, design, and maintenance. CRM design, myCricket Mobile Application, and website. Retail POS Systems design, implementation, and maintenance.
• Connected three BPO Partners and off-shore call centers into a Seamless MPLS or AVPN network with secured access to the native Company network to provide telephone support for customers.
• Engaged and managed vendors/partners of Confidential to ensure that all business requirements were documented, testable, and delivered by IT partners. Ensure that all requirements and objectives were met within the stated delivery timeframe. Promoted Cross-functional cooperation in building a cohesive team of Cricket Departments with similar interests within the Cricket family.
• Developed, maintained, and reported on project progress utilizing Microsoft Office Projects plan to capture all information about all requested services and requests presented to the Confidential IT Delivery Team.

Technical Skills: IVR, CRM, Mobile Web, .net services, SharePoint, BPO, Vendor Management, POS, GSM, CDMA, Application Migration, Corporate Merger, Systems Integration, and Cross-functional collaboration

Confidential

Senior Manager/Director

Responsibilities:

• Responsible for developing and training agents on plans to resolve issues as reported by Gold Level Customers. Customers in this category typically had services ranging from MPLS, Virtual Cloud Services, SONET, and multiple sites and spent more than $50,000 in billable revenue per month.
• Duties included accessing and maintaining VPN connections using VPN, IPSEC tunnels and MPLS configurations. Fiduciary duties included monitoring NETCOOL and using Nagios, Solarwinds, What’s UP Gold, and various other alerting and protocols to maintain the health and stability of the entire core network.
• Coached and monitored the progress of all assigned engineers to include; annual and mid-year reviews, continuous education, and individual development. Collaborated with all levels of support needed to resolve an issue, whether technical or administrative.
• Successfully interface with partners and suppliers to develop and maintain organizational strategies, operational efficiencies, and proposals for increasing technical efficiency resulting in improved profitability.
• Authored detailed technical processes for resolving standard telephony issues stemming from VOIP to hosted PBX’s. The processes standardized the focal points of troubleshooting, giving a guided path to resolution without missing the necessary steps in the process. Worked in a group that incubated all-new voice and data products to obtain the BI needed to deploy the product successfully. Responsible for writing and detailing procedures for troubleshooting, maintaining functionality and service expectations for our customers. Integrated and supported VM products using VCenter and HyperV. Employed standard routing and switching protocols to include; RIP, BGP, OSPF, EOGRO, IBGP, EBGP, and MPLS.
• Restructured Service Operations Force to load models resulting in operational efficiency and employee productivity increases across the national footprint.
• Performed functional analysis and built forecasting models that increased employee effectiveness by instituting International Organization for Standardization (ISO 9001) methodology.

Technical Skills: T1, DS0, DS3, Management, Team Building, Cross-Functional Support, Troubleshooting, Training, Network Engineering, CDMA, WCDMA, GSM, MVNO, MUCS, DACS, Fiber, Cisco Routers and Firewalls, Cyber Security, MPLS, VPN, IPSEC, Network Monitoring

Confidential

Senior Project Manager

Responsibilities:

• Responsible for identifying and mitigating all risks to the SDLC process and project management exercise.
• Developed, implemented, installed, and data and voice service that provided the infrastructure of several mid-sized to large businesses in the Southeastern region of the United States. These businesses included; Wal-Mart, Target, and Sam’s Club.
• Integrated technologies included IVR, Automated Attendant routing and SMS messaging with push technologies.
• Managed and maintained the partnership with Marietta City School Systems for whom we provided all voice, data, video and LAN services within the entire school district.
• Updated and maintained daily logs, project plans, and site-specific information using MS Project, SharePoint, and other MS Office products.
• Developed and published RFIs/RFPs to receive quotes from vendors and third-party entities required to complete a project.
• Established and managed strategic alliances with vendors and groups within the Mobility Network Reliability Center to identify resources to provide timely responses in support of network outages and outlined action to be taken .

Technical Skills: Project Estimation (RFI/RFP), Budgets, SharePoint, SalesForce, MS OFFICE, IVR, Telzon, Automatic Attendant, Data Cabling, Fiber installation, Lan, Wan, Wireless, POS Installation and configuration