CAREER SUMMARY

• I strive to be a sharp and versatile IT and business professional that has held a variety of positions and responsibilities in various environments ranging from small business to very large corporate organizations. With over eight years of IT Project Management experience including all phases of the Project Life Cycle, Software Life Cycle and HP structured methodologies, Six Sigma/Lean, ITIL, Agile/Scrum PM methodologies as well. I have over twenty years of hands on all call center application installation and support and I performed as an individual contributor as well as in a Sr. Team lead capacity. My Varity of experience includes business application and operations support, business and project analysis, operational infrastructure and application support, integration implementation, training and coaching on various levels of technical staff as well as a liaison between technical and non-technical teams.
• I have many years of hands on experience configuring and integrating most call center application with CTI Framework such as Aspect WFM, Blue Pumpkin/Witness, IEX, NICE and I consistently demonstrate dedication to quality, attention to detail, and appreciation for business needs resulting in effective solutions. I have extensive knowledge Programming on Avaya PBX Cisco CUCM, and Aspect ACD/SMS in adhering to business process and allowing for adaptability and corrective actions with commitment to teamwork and team understanding.
• I have many years in implementing infrastructure hardware and software technologies to support large user groups, Business Operations and Call Center operations. I have also done application integration, testing and Support in large corporate environments. I have supported multiple remote locations and effectively managed IT budgets in excess of thirteen million dollars as well as IT personnel. I have the proven ability to translate business needs into technology requirements that support the company's goals and objectives while insuring all phases of each project are adhered too, by analysis, requirements, vendor selection, implementation, and training.
• I have very strong business acumen and communication skills with many years in voice and data technologies with ability to facilitate large cross functional teams, manage platforms, business programs, products and vendors as well as project managing innovative development efforts. I have successfully managed many projects over my twenty years of work utilizing many project management methodologies as PMBOK. Agile, Scrum, Lean, Six sigma, Lean Six Sigma, from projects including data networking, Voice communications including VOIP technologies, server design, configuration and implementation, application configuration/integration and implementation, Data storage/SAN arrays build design requirements, upgrades and implementations.
• I have collaborated with senior management Business teams and IT teams on project development with venders to user groups. I have also directed the execution of healthcare implementation projects valued from 5k to 11M from conception to post-deployment support Delivered customized and standard onsite and remote training courses to diverse healthcare, Automotive and Financial management teams to user groups. I have acted as an analyst that elicited and gathered requirements utilizing techniques such as interviewing, observing, document and interface analysis along with focus groups develop Business Requirements Documents BRD , Use Cases and Systems Requirements Specifications SRS in SAAS, IaaS, PaaS and mobile technologies.
• I have formulated and defined scope of work and objectives based on business needs and processes understand the business impacts of solutions and assisted in defining the best pathways to support new business process provided routine technical consulting and support for defining, developing and improving functional requirements to business improved processes. I served as a liaison between venders, internal staff and clients to provide the best technical and application solutions.

Tools

TECHNICAL SKILLS

EXPERIENCE

Confidential

Project Manager

• Project managing an Agile project plan for Application rewrite from mainframe application to SaaS, PaaS, and IaaS Web environment. S.o.W. restructure, Application Business requirements gathering, including storage requirements and documentation.
• Managed an Agile project plan for application rewrite from mainframe application to SaaS, PaaS, and IaaS Web environment.
• Worked on SOW restructure and application business requirements gathering, including storage requirements and documentation.
• Functioned as a Business Analyst and elicited and gathered requirements utilizing techniques such as interviewing, observing, documenting and interface analysis along with focus groups.

Confidential

WFM SME/PM, OpsTel, Knowlagent SME

• Aspect WFM, NICE, Knowlegent Opstel application deployment Team Lead, for Kaiser Permanente Call center enterprise infrastructure roll out. I Put together the Agile project plan time line for WFM roll out in Microsoft Project for each WFM process up to deployment. Insured all site admin's and team members were prepared trained and understood Aspect e-wfm software and backend administration, Opstel Administration tool. While also working with and integrating additional applications such as PeopleSoft, Nice, Ktime, Kronos, Genesys GPLUS, Cisco IP phones and Right fax applications to have been tested and user functionality working as expected. Insure all servers and access administration rights and policies were correct. Hand off to each call center goes off smoothly with little to no interruption In 24 by 7 call center environments.
• Served as the Aspect WFM, NICE, Knowlagent and OpsTel application deployment Team Lead, for Kaiser Permanente Call center enterprise infrastructure roll out.
• Put together the project time line for WFM roll out in Microsoft Project for each WFM process up to deployment.
• Ensured all site admins and team members were prepared, trained and understood Aspect e-WFM software and backend administration and OpsTel administration tool.
• Integrated, tested and verified user functionality of additional applications such as PeopleSoft, NICE, Ktime, Kronos, Genesys GPLUS, Cisco IP phones and Right Fax applications tested and user functionality.

Confidential

PM, Service Delivery Manager

• Proven management professional managing multiple sites and operations with over one hundred and twenty project managers, design tech leads, system administrators and many others. Additional role as Infrastructure manager for VOIP telecommunications, firewall, router and network systems support. Created all Incident management documentation and process for each of the facilities and Agile process for managing all internal systems.
• Managed multiple sites and operations with over 130 Project Managers, Design Tech Leads, System Administrators and many others. Additional role as Infrastructure manager for VoIP telecommunications, firewall, router and network systems support.
• Created all incident management documentation and process for facilities and managed systems.
• Formulated and defined scope of work and objectives based on business needs and processes.
• Understood the business impacts of solutions and assisted in defining the best pathways to support new business process.
• Provided routine technical consulting and support for defining, developing and improving functional to business improved processes.
• Served as a liaison between vendors, internal staff and clients to provide the best technical and application solutions.

Technical Project Manager TPM :

• Infrastructure projects inside Bank of America. All aspects of the project life cycle are part of TPM role - Design to deployment of project deliverables Application Installs/rewrites/testing, design, implementations utilizing Six Sigma and Lean Six Sigma Principles with special attention surrounding budgets, schedules, teams, venders, timeline of deliverables.
• Worked on infrastructure projects inside Bank of America. All aspects of the project life cycle were part of TPM role from design to deployment of project deliverables.
• Worked on application rewrites, design and implementations utilizing Six Sigma and Lean Six Sigma Principles with special attention surrounding budgets, schedules, teams, vendors, timeline of deliverables.
• Project managed and implemented data center hardware, severs, router design and a 4M and 11M data storage array and assisted in design of same. All principles of project management in large scale and multiple sites were affected along with international impact. This work consisted of implementing two new data centers and integrating new mergers into the BOA environments and internal PM application upgrades to Verizon such as MS Project, Nexus and Clarity.

Operations Manager / Service Delivery Manager SDM :

• Managing multiple facilities with over 150 employees throughout MI, NY, NC, FL, GA, KC, CA, MN, MO. Consisting of project managers, technical project managers, engagement managers, technical design managers, design technical leads, portfolio managers and implementation engineers.
• Managed multiple facilities with over 150 employees throughout MI, NY, NC, FL, GA, KC, CA, MN, and MO, consisting of Project Managers, Technical Project Managers, Engagement Managers, Technical Design Managers, Design Technical Leads, Portfolio Managers and Implementation Engineers.
• Supported two facilities for all circuit provisioning and hardware systems management and support, not limited to Mitel VOIP PBX, Mitel phones, SonicWall, Edgemarc, Cisco routers, HP switches and APC backup UPS

Confidential

WFM SME

• WFM Deployment Team Lead for 2010 Census Bureau to insure all team members were trained and understood Aspect eWFM software and tools, integrated and tested servers and access administration rights and policies. Verify all eWFM process functioning properly for operations hand off to onsite staff.
• Served as WFM Deployment Team Lead for 2010 Census Bureau. Brought experience in leading project teams and developing processes for managing the new WFM application and tools to leadership and users.
• Ensured all team members were trained and understood Aspect eWFM software and tools, integrated and tested servers and access administration rights and policies.
• Verified all eWFM process functioned properly for operations handoff to onsite staff.
• Provided assurance that all required tools for Aspect eWFM application functions to be working as expected.
• Constructed and presented complex project status, financial analysis in a clear and concise manner.
• Developed scheduling and attendance compliance reporting and goals.
• Developed detailed methods and procedures to guide WFM team in daily operations.
• Maintained and developed comprehensive capacity plan for a staff of 200 local and remote phone agents.
• Developed reports used to track KPI's for 11 call centers, giving management a detailed and holistic view of the enterprise.
• Trained junior Workforce Analysts, Mangers, and Team Leaders in the use of eWFM application and tools for various programs, resulting in a highly effective workforce group.
• Communicated with site workforce teams regarding eWFM reporting and agent monitoring leading to unified reporting and tracking across all sites.

Confidential

Operations Technical SME/Sr. Analyst, PM

• Formulated and defined scope of work and objectives based on business needs and processes Understood the business impacts of solutions and assisted in defining the best pathways to support new business process provided routine technical consulting and support for defining, developing and improving functional to business improved processes served as a liaison between IT staff, internal staff and team leaders to provide the best technical and application solutions. Strategic and analytical problem solver who focuses on the overall picture to distinguish root cause from symptom, identifies feasible solutions, and executes corrective actions that meet project targets and prevent recurrence.
• Formulated and defined scope of work and objectives based on business needs and processes.
• Understood the business impacts of solutions and assisted in defining the best pathways to support
• new business process.
• Provided routine technical consulting and support for defining, developing and improving functional to business improved processes.
• Served as a liaison between IT staff, internal staff and team leaders to provide the best technical and application solutions.
• Strategic and analytical problem solver who focused on the overall picture to distinguish root cause from symptom, identified feasible solutions, and executed corrective actions that met project targets and prevented recurrence.
• Responsible for saving BCBSM/Medicare advantage department over 1M in programming and reporting changes.
• Analyzed application reporting functionality, record issues/concerns.
• Served as PM for rewrite and all Medicare Advantage and Southeast application routing, reporting and announcements.
• Developed incident management process and timeline for error correction.
• Designed new ACD programming/application/reporting base templates.
• Developed programming alignment changes process and rollout integration plan.
• Utilized Agile PMP principles in instituting all new programming change management procedures.
• Performed vendor management on Aspect ACD UNIX Server and back up.
• Presented with customer service award for job well done and completing work in less than time allotted by vendor.

Confidential

Advanced Sr. Analyst/Server Application Total View WFM Support.

• I performed as a Sr. Team lead capacity. My Varity of experience allowed me to learn the current environment and address all application DR and reporting concerns. I consistently demonstrate dedication to quality, attention to detail, and appreciation for business needs resulting in effective solutions. I documented the current application design and through analysis determined root cause and built the implementation, backup and back out plans and administered the new patches to resolve and current incidents and concerns.
• Performed in a Senior Team Lead capacity where knowledge and experience allowed the ability to learn the current environment and address all application and reporting concerns.
• Consistently demonstrated dedication to quality, attention to detail, and appreciation for business needs resulting in effective solutions.
• Documented the current application design and through analysis determined root cause and built the implementation, backup and back out plans and administered the new patches to resolve and current incidents and concerns.
• Responsible for support to GM/OnStar on all Total View WFM support functions.
• Maintained responsibility for UNIX Server support management and updates, patches to all Total View servers and documented the server build and support process.
• Created, developed and managed the IEX Total View application upgrade to each server and documented the complete process and what each patch resolved.
• Trained team members on Total View Application and support.
• Prepared all application support process.
• Key Liaison between GM/OnStar and IEX Corporation for EDS.

Confidential

Data Network Infrastructure, Telecommunications Technician / Telecommunications Team Project Manager

• IT telecommunication specialist for Voice and Data Network infrastructure PBX, ACD, Voice Mail, WFM, NICE and Voice/Video conferencing hardware and wiring, Service Provisioning, D-Mark to internal DSU/CSU T-Server equipment. Project managing and supporting of IT and Telecommunications initiatives including DR initiatives while participating in planning and implementation of site and consolidation moves throughout U.S. and Canada, new call centers installation and DCX world headquarters move. Daily adds moves and changes for all DCX and MB USA call centers and business centers. Traveled throughout U.S. and Canada for call center and business office project relocation moves.
• Functioned as an IT Telecommunication Specialist for voice and data network infrastructure PBX, ACD, voice mail and conferencing hardware and wiring, service provisioning, D-Mark to internal DSU/CSU and T-Server equipment.
• Project managed and supported IT and telecommunications initiatives while participating in planning and implementation of site and consolidation moves throughout U.S. and Canada, new call centers installation and DCX world headquarters move.
• Performed daily adds, moves and changes for all DCX and MB USA call centers and business centers.
• Traveled throughout U.S. and Canada for call center and business office relocation moves
• Served as the Technical Lead for all voice/data wiring, routers, switches including installation and support.
• Key team member on installing and configuring Aspect ACD, Avaya PBX, Nortel PBX and MS Server 2000.
• Saved DaimlerChrysler Financial Services over 15K in moving PC's and servers and over 20K in outsourcing operating system upgrades.
• Acted as Lead Tech in test facility sandbox data center and all services.
• Assisted project coordination of voice and data wiring for world headquarters move from Southfield to Farmington Hills, MI world headquarters and supported moving forward.
• Project managed installed and supported E-911 servers.
• Administered voice recognition application server.
• Installed and supported Polycom video conferring and voice solutions.
• Managed Avaya Intuity/Audix, Nortel Meriden Mail and Aspect Mail systems.
• Installed, configured and supported VoIP data access points and VoIP Spanlink phones.
• Documented all voice and data wiring for new world headquarters facility utilizing DocIT application.
• Installed, managed and supported all structured cabling for DCX world headquarters and call centers.
• Team member in managing and supporting uninstalling and reinstalling Avaya PBX's, Aspect ACD's, voice mail systems and dialers.
• Key lead on installation on DCX world headquarters new Nortel PBX installed and configured switch and supporting telecommunications devices, Aspect ACD's and tele-sets, installed and supported pots lines, faxes and printers.
• Gained hands-on experience in installing VoIP Network for IP phones.
• Served as the HP OpenView Administrator.
• Performed as the Novell 4.11 Administrator, and downed/moved and installed servers, connected to DCX Network and office PC's/printer.
• Moved 7 operating call centers to new building locations in 72 hours.
• Supported 11 call centers for financial and business offices throughout North America and Canada, including world headquarters.
• Supported multiple Aspect ACD's including all associated call routing, programs and applications that support call center operations.
• Acted as the Team Lead for Chrysler Engineering and operations server 2003 upgrades.