Technical Project Manager Resume

SUMMARY

Senior level project manager, extensive track record overseeing technical installations, specifically of contact centers which demand exceptional knowledge of technical design requirements.
Ability to assess customer needs and translate those needs into technical specifications.
Strong team leader with ability to present and converse at the executive - level while working efficiently with technicians and agents.
Brings teams together to work as one.

PROFESSIONAL EXPERIENCE

Confidential

Technical Project Manager

Responsibilities:

Managing core design of database, skillsets and routing via SIP connectivity, coordinating code programming, axillary processes and drills.
Overseeing data migration, including AD, HL7, Cactus and Intern Database, oversaw Active Directory changes needed for accurate and efficient migration.
Creating technical drawings, enabling all parties to achieve common understanding of complex issues to be addressed.
Interface with vendor providing script design and programming, training and on-going support, ensuring smooth transition.
WebEx platform - COVID-19 response:
Under crisis conditions, managed migration of all users to WebEx platform.
Created training documents for specialized use cases, conducting on-line training with all staff, facilitating timely adoption and effective use of platform.

Confidential

Pricing Analyst / Project Manager

Responsibilities:

Managed the installation of circuits and hosted phone systems for 30 sites, determining needs, developing installation design and supervising installation teams.
Oversaw back office pricing for Sales teams, conducting research and providing reps with accurate information for preparing bids and quotes. Additionally, performed Sales Force clean up.

Confidential

Contract Center Systems Administrator

Responsibilities:

Designed and implemented CIC, identifying needs and resources to meet university goals.
Served as primary contact with vendors, ensuring work was provided according to contract.
Provided on-going training for staff and support for Contact Center once installation was completed.
Recognized by University leaders for exceptional performance.

Confidential

Contract Center Telecom Engineer

Responsibilities:

Created and programmed Nortel Phone Systems Symposium Call Flow.
Created Integrated Call Flows, which worked in conjunction with Verizon’s Enhanced Call Routing (ECR) platform. Acted a liaison between Verizon and HR Block.
Working with Manger of Contact Experience, determined and implemented needed routing changes.
Wrote ECR programming changes, implemented by Verizon, for Block’s toll-free platform.
Created forms used by Scholastic’s telecom team and assisted with documentation of Nortel products and TFN’s using Visio.
Reviewed and modified call scripts for USA800 and implemented changes.