SUMMARY

• Experienced IT Program/Project Manager (PMP) offering 10+ years’ experience in full life cycle
• Project Management in Service Management and IT Infrastructure environments seeking position as a Program Manager with a dynamic technology company. Proven versatility in successfully building Business Cases and managing the execution of $1.0m+mission critical programs to transform insourced and outsourced Service Desk operations delivered from globally distributed locations. Expertise in executing IT projects using structured methodologies to manage Schedule, Scope and Cost, including SDLC and Six Sigma approaches. Expertise in managing, and motivating 100+ team size, and collaborating with internal and external resources to deliver results and develop people through training, job enrichment and team building. Experience includes collaborating at all levels of the organization, including the “C” - suite.

AREAS OF EXPERTISE

• Project Management
• Program Management
• IT Service Management
• Technical Delivery Management
• Process Improvement SDLC
• Service Management
• Telecom Project Management
• Financial Management Vendor Management
• Change Management
• Offshore Operations Executive Communications Operations Quality Standards Auditing

PROFESSIONAL EXPERIENCE

Senior IT Program Manager

Confidential

Responsibilities:

• Led $1.4m high profile IT Project for a state roll out of Farmers Car Insurance product including managing end-to-end SDLC-project requirements analysis, development, testing and deployment of 10 major applications, 20,000+ hours effort, 80 onshore/offshore development personnel
• Led Proof of Concept project related to the Functional and Performance assessment of data-at-rest Encryption technologies using Salesforce Native Encryption and Skyhigh Proxy Services for Confidential IT
• Strategic advisor to Confidential in developing training strategies, outlining curriculum, and designing a business plan for integrating Salesforce technology into their curriculum.

Customer Services Program Manager

Confidential, Eatontown, NJ

Responsibilities:

• Program Manager for the implementation of key Managed Services Enterprise customers, according to SOW; staff recruitment, Standard Operating Procedures, and training to support new Managed Services accounts.
• Project Manager for the implement the Remedy for Trouble Ticket creation and tracking using ETC measures to guide decisions and scope.
• Led restructuring, process re-engineering and implementation of automated conferencing applications to increase the number of conferences launched per Operator by 60% and the number scheduled by 80% Reduced cost per conference by 33%.

Global Customer Services Program Manager

Confidential

Responsibilities:

• Key member of the Business Management Team, working with the software development teams to ensure that Customer Support programs (Consulting, Technical Support and Training) were aligned with the Business Unit Sprints.
• Reduced support costs by $4.5M, gaining Senior Executive approval to implement a mission-critical project to optimize Premium Services support programs without significantly impacting customer loyalty.
• Saved $600K in annual Call Center support costs through the development and implementation of client-based call deflection technology.
• Revamped the Services Partner Enablement program, enabling Confidential strategic partners (through training, consulting and sale collateral) to enhance their capability to deliver Confidential Solutions business, delivering 10:1 ratio in influenced and pull through revenue vs investment.
• Led the yearly strategic planning process for Customer Services, and drove quality improvements in cross-functional engagement and alignment among the functional area- Consulting, Technical Support, Training

Global Service/Call Center Transition Program Leader

Confidential Dayton, OH

Responsibilities:

• Developed and executed a four-year strategic program to reduce Service Center locations from 23 to 10, resulting in a savings of $20M over the period. Managed multiple Business Cases through Senior Executive approval processes. Effectively managed multiple projects to scope, and schedule, using Earned Value Analysis to manage and report variances of project costs.
• Achieved Business Case approval based on ROI to manage a project to implement a Call Center and associated infrastructure in Eastern Europe, a capital investment of $2.7M.
• Managed project to implement a 500-seat, 24x7, multi-lingual European Call/Service Center in Scotland which consolidated operations from a number of other Confidential Customer Service operations in EMEA.
• Reduced yearly operating costs by $330K while improving key operational metrics by more than 50% through project managing the implementation of the first offshore project for Confidential Customer Services.
• Consistently attained over 95% in customer satisfaction for Managed Services customers. Met First Call Resolution, ASA, Abandon Rates and a number of other Service Desk metrics and penalty based, contractual SLA requirements as defined in the SOWs.

Confidential, Madison, NJ

Responsibilities:

• Implemented a Program of consolidation projects to reduce the service delivery locations in North America and Europe.
• Effectively managed high volume multiple projects for orders of domestic and international circuits while simultaneously implementing projects to restructure and consolidate the organization in the US, and EMEA.
• Re-engineered Service Delivery processes to reduce lead time on order fulfillment of end-to-end circuit delivery by more than 50%.
• Enhanced systems to improve on-time delivery for end-to-end domestic and international circuit orders rates to 80% in the US.
• Awarded a certificate of recognition from CEO for superior crisis management skills in the emergency response to 9/11.

Senior Manager

Confidential

Responsibilities:

• Introduced and implemented a comprehensive Requirements Capture, Analysis and Traceability methodology together with an application, RTM, that supported the underlying waterfall software development processes.
• Developed a comprehensive Excel driven Network Operations business model to provide forecasted cost estimates for Business Case input based on Joint Venture network parameters.
• Developed and implemented a comprehensive framework of processes to deliver Frame Relay, X.25 and IP data circuits and key performance metrics to track, report, and improve circuit delivery performance.
• Drove the specification, and managed the development and implementation of a proprietary network provisioning application that reduced data duplication within a central customer database by 40% and improved the utilization of network assets.
• Sharepoint
• Planview