SUMMARY

• Detail oriented and focused leader. Proven success in project management and customer operations management.
• Exceptional achiever in on - time completion of projects involving software development and implementation, data networks and division startups.
• Passionate evaluator of processes and systems with a consistent desire to improve efficiency.
• Managed systems integration, testing and implementation ensuring minimal risks and issues.
• Analysis of operations to design and develop improved, cost effective processes and procedures.
• Articulate manager who fosters an environment of growth for others by promoting continued learning and development of skills.
• Committed to delighting customers through complete and consistent communication leading to ensure the best possible customer experience.
• Known as a well-spoken negotiator with vendors who are trustworthy and reliable.
• Has a strong desire to see the team succeed and encourages an environment of supporting teamwork and cooperation among team members and across departments. Has a passion for excellence and zest for success personally that helps achieve the finest results.
• By nature a person who is adaptable, compassionate and personable that easily works well with others. Possesses a fervent desire to grow professionally through continued development and training.

TECHNICAL SKILLS

• Excel, Word, Access, Outlook, Projects, PowerPoint, Visio, SharePoint and Publisher
• Windows10, 7, XP/Vista, 98, 2000/NT, MAC iOS
• CA Agile (Rally), Clarity (PPM-Optics), PlanView, FileNet, WebEx,
• Structured Query Language
• Mercury Quality Center
• LAN, Wireless LAN, Intranet/Internet
• Symantec and McAfee
• IVR, Chat, SMS
• Avaya, Nortel, French Telecom, Cisco

PROFESSIONAL EXPERIENCE

Principal Program/Project Manager/Scrum Master

Confidential

Responsibilities:

• Project Management and Documentation (Infrastructure and Application) using Agile and Waterfall methodology.
• Organize and lead a matrixed team of system design engineers, system build engineers, DBA’s, performance test engineers and infrastructure technologists in the US and Offshore.
• Customer Relations and Liaison
• Interact with and report regularly to executive project sponsors and senior technology leadership.
• Consults with business partners to clarify and define complex project requirements and business cases.
• Manage a family or series of projects associated with a specific business strategy.
• Partner with senior business and IT leaders across the enterprise to integrate multiple business areas or systems.
• Concurrently manage the infrastructure build-out on multiple corporate change initiatives.
• Ensure the infrastructure adheres to the requirements for availability, stability and efficiency.
• Develop and maintain infrastructure and resource cost estimates.
• Define and manage project schedules, resources, and delivery commitments.
• Complete assigned projects within budgetary and scheduling guidelines.
• Manage project risks and issues and bring issues to resolution and escalating as necessary to meet timelines.
• Delegate, integrate activities, and resolve conflicts

Project Manager

Confidential

Responsibilities:

• Project Management (Application and Business)- Organize, lead and support project teams using Agile methodology.
• Project Documentation.
• Schedule and conduct status meetings.
• Ensure resolution of project issues and concerns during and post-implementation.
• Quality Analysis and Control.
• Managing and maintaining the Action Items and Issues Lists.
• Coordination with other departments and vendors.

Project Manager

Confidential

Responsibilities:

• Project Management (Application and Business) - Organize, lead and support project teams.
• Project Documentation
• Schedule and conduct status meetings.
• Ensure resolution of project issues and concerns during and post-implementation.
• Quality Analysis and Control.
• Contract Administration
• Application Maintenance & Support - Update, Edit & Configurations and User Support.
• Process Improvement
• Represent the Business Unit as a team member on other projects.
• Provide support to other project teams.

National Manager Customer Operations

Confidential

Responsibilities:

• Installation & Maintenance - Data Network Equipment - Cisco, Hughes, D-Link, Linksys and Motorola.
• Customer Operations - Management of the Sales & Service operations
• Technical Support - Managed a team of fifty-five to sixty staff, supporting our national and international customers.
• Level 3 Support - Point of escalation for complaints not resolved within agreed SLA’s, requiring managements participation for urgent resolution.
• Project Management (Infrastructure and Application) - Organize, manage and lead teams
• Customer Relations
• Service Quality Analysis and Control
• Process Improvement & Re-engineering
• Contract Administration
• Invoicing, Payments, Credits and Receivables.
• Application Maintenance & Support - Update, Edit & Configurations and User Support.
• Billing and Customer Data Quality Analysis.
• Report Writing - Generating reports using SQL.
• Event Management - Corporate Meetings, Seminars, Conferences and Exhibitions.
• Presentations – Preparing and delivering presentations.
• Coordination with other departments, vendors and government agencies.
• Recruitment & Training - Interviewing, Hiring & In-house Training & Development, Career Counseling.
• Documentation - Developing SOP manuals & Reference guides.