SUMMARY:

• 20+ years Technology and Project Management Expertise Growth Champion, Change Agent
• Insight to Implementation Integrity driven Project Management Professional (PMP) with extensive experience working in cross - functional global environments to drive results in alignment with vision, value, and goals.
• Results-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
• Ambitious initiator whose top priority with managing projects is to deliver the defined requirements in addition to adding value to the business by building the foundation for a long business relationship.
• Demonstrated success driving growth in targeted markets through implementation of key projects in addition to leading efforts in change management strategy.
• Strategic Technology Planning Global Account Management
• Customer Relationship Specialist Change Management Strategy Experience
• Customer Insight & Revenue Optimization Innovative Resource Deployment

• Contract and Risk Management
• Project Development and Lifecycle Execution

• Managed the software development of the Global Network Management platform, utilized to monitor global data network status
• This $1M, single year project, was comprised of customized development to COTS software to replace an obsolete network management platform
• Managed project from development to deployment
• As the Global Network Management Center (GNMC) was a 7x24 operation, conducted user acceptance testing across all three work shifts
• Management of this project saved the GNMC $100k in hardware costs as a result of negotiations with IT so that customer would not be forced to bear the burden of additional cost associated with IT deciding to switch hardware platform from SUN to IBM.
• Created and administered customer facing Sharepoints to facilitate the submission of change requests, reporting and Sarbanes - Oxley audits.
• Researched form creation within Sharepoint and subsequently created forms to collect required information for change requests
• Composed process documentation associated with the utilization of the respective customer Sharepoint
• Conducted training with assigned customer account contacts regarding use of Sharepoint
• This initiative increased customer satisfaction survey scores, within my assigned customer base, by 30%
• Implemented annual network moratoriums for assigned customer base and defined approval process for exceptions.
• Identified need for customers to be able to complete fourth quarter and year end processing without service interruption
• Worked with customer base to determine who would provide exception approvals
• Documented process of how exception requests would be handled
• Conducted process walkthroughs with customer base
• This initiative reduced network interruptions during fourth quarter and year end processing, within my assigned customer base, by 95%

CHRONOLOGICAL EXPERIENCE:

Confidential, Cary, NC

Senior Service Program/Project Manager

Responsibilities:

• Improved end to end managed services service delivery program’s productivity & efficiency (assigned customer base), by 40% through the development and introduction of a disciplined change management and new installation service delivery process for all network modifications (Ethernet on Cisco & Juniper hardware) across assigned customer networks utilizing a global matrixed team composed of third party vendors and Confidential employees
• Served as escalation point for production incidents
• Coordinated/scheduled network activity with customer, field services, order management and network engineers (attended all conference calls for all network activities)
• Advanced customer program communication through scheduled and ad-hoc status & service/billing review meetings
• Strengthened customer relationships by 60% by exercising transparency when validating and applying requests for service credits, conducting customer change request forums, identifying associated risks, managing network changes and new installation requests
• Expanded adeptness through the creation and administration of customer facing Sharepoint sites in support of customer Sarbanes-Oxley internal and external audits
• Deepened customer satisfaction by assisting with the definition of acceptance test cases for network access and routing

Confidential, Cary, NC

Senior Project Manager

Responsibilities:

• Responsible for project management and coordination of a customer relationship management application ( Confidential - Customized version of Siebel Service enterprise) in support of Confidential ’s International Customer Service Organization
• Amassed and documented business functional requirements, coordinated the composition of financial assessments, tracked application development through to production implementation
• Composed User Acceptance Test (UAT) and post production implementation test plans and cases, managed and reported execution status
• Created and delivered application training as required
• Worked with users and application developers to identify and resolve problems/issues related to existing production releases
• Co-developed development life cycle processes for the Siebel development team

Confidential, Greensboro, NC

Manager of Training

Responsibilities:

• Served as manager of End User Education (EUE) department composed of 10 individuals. Responsibilities included overseeing the development and delivery of end user documentation and training for Confidential & Confidential ’s Integrated Workforce Solutions Organization
• Focused on the creation of standardized training templates and ensured that EUE was part the project team for every software development project requiring the delivery of training

Confidential, Cary, NC

Manager

Responsibilities:

• Served as manager of 12 staffers. Staffers included project managers of Confidential ’s software applications (client/server) for Business Markets service teams and help desk administrators.
• Performed monthly status reviews for all projects being managed by program management and database support teams
• Authored and implemented standardized practices for the project management and help desk administration teams
• Accountable for the administration of an operational budget, capital budget, career path development for employees through mentoring and coaching and the creation of performance review documents

Confidential, Cary, NC

Project Manager Team Lead

Responsibilities:

• Collected and documented business functional requirements, coordinated the composition of financial assessments, tracked application development through to production implementation
• Composed User Acceptance Test (UAT) and post production implementation test plans and cases, managed and reported execution status and ensured successful integration with fulfillment groups
• Conducted monthly status reviews for all projects
• Responsible for providing mentoring and coaching for all computer systems development projects (mainframe & client/server) managed by team
• Managed capital expenditures towards all projects (capital budget of $4 million)
• Performed training of release contents for trainers

Confidential, Cary, NC

Project Manager

Responsibilities:

• Responsible for project management and coordination of computer systems development (mainframe & client/server) in support of Confidential ’s Global Network Management Center (GNMC), Federal Aviation Administration Network Management Center ( Confidential ), Network Management Technical Support (NMTS), and Managed Services Network Operations Center (MSNOC)
• Collected and documented business needs/objectives and functional requirements
• Coordinated development activities and tracked project status from inception through to implementation
• Ensured systems were delivered on time and within approved budget
• Developed standardized templates for project management team

Confidential, Washington, DC

Quality Assurance Analyst

Responsibilities:

• Served as Quality Assurance Lead/Software Tester for all aspects of software testing.
• Created test plans/cases, test data
• Reviewed product documentation for consistency with actual application processing
• Planned and executed system/integration testing (regression & new functionality)
• Authored release memorandums & software defect reports
• Provided general direction to testing teams
• Analyzed system architecture and work process flows and made recommendations to streamline system processes

Technical Support Representative

Confidential

Responsibilities:

• Provided technical support over multiple DB and DC targets for the APS Case tool (PC & Mainframe), and its various interfaces via the telephone
• Support included aiding users in system configuration in DOS and OS/2, writing technical bulletins, troubleshooting software bugs, and performing software release upgrades for PC product

Programmer Analyst

Confidential

Responsibilities:

• Provided analysis, wrote program specifications, COBOL programs and system documentation.
• Maintained verbal and written communication with users regarding project status
• Demonstrated and trained users in newly developed functionality
• Developed standards for both COBOL and control language programming
• Performed software release upgrades