TECHNICAL SKILLS

• Six Sigma Yellow Belt
• Six Sigma Green Belt
• Process Improvement Consultant
• Project Manager
• Process Optimization & Streamlining
• Change Consultant
• Change Manager
• Technical Delivery Manager
• Systems/Network Engineer
• Deployment Lead
• Software Engineer
• RFP Acquisitions
• Problem Management
• Information Technology
• Banking / Finance
• Restaurant Technology
• Airline Call Center Technology
• Non - Profit

PROFESSIONAL EXPERIENCE

Project Manager

Confidential

Responsibilities:

• Supported teh Program Manager as teh Governance Lead wif teh current largest program in teh Confidential organization.
• Maintain continuous alignment of program scope wif strategic business objectives and make recommendations to teh project to enhance effectiveness toward teh business result or strategic intent.
• Maintained teh official System of Record for project management wifin teh project and program through EPM. Maintaining all documents throughout teh lifecycle; and consistently maintaining that our programs and projects-maintained CSI Compliance.
• Worked wif a high-risk project to maintain compliance by mitigating risk factors through a careful thought out and document process.
• Liaison Between Senior Management and teh Project Managers
• Extracted and formatted data to simplify for metrics analysis and to identify anomalies.
• Execute ad-hoc reports for management to decide critical business decisions that will improve teh efficiency of teh company.
• Clean, maintain and update database for accuracy of all reports by analyze data and identify opportunities to support reporting improvements.
• Build SQL queries to extract data to aid in automate reports to streamline teh process, improve efficiency, and reduce timing.

Business Systems Consultant Project Manager

Confidential

Responsibilities:

• Established Vendor Relationships to coordinate and negotiate contracts, SOW’s; while obtaining senior leadership buy-in and approval.
• Created a project intake process providing an opportunity to review projects to decide whether it was applicable to our team. Tan dis project would be added to teh pipeline and assigned to an Engineer.
• Increased team efficiency by streamlining and documenting On Boarding Process and Training creating standards for both new employees and new lines of business.
• Created a Confluence Site for teh team efficiency to provide a collaboration site for teh team to find all documentation and information. Included but not limited to project pipeline information, milestones, application support, team resource allocations, project documentation, and team / company news.
• Created documentation that would accommodate a project timeline, milestone, budgets, resource allocations, labor costs, and additional documentation as requested by management.
• Delivered a single IVR solution that integrated three organizational IVR’s through RFP Acquisition into 1 single IVR consisting of one number that would work wif all downstream and backend applications and ensure a consistent message and improved customer experience.
• Integration includes characteristics of unification, consolidation, communication, and integrative actions that are crucial to controlled project execution through completion, successfully managing stakeholder expectations, and meeting requirements.
• Built credibility, established rapport, and maintained communication wif internal and external vendors at multiple levels, including those external to teh organizations.
• Successfully worked wif vendors for all project timelines, communication, documentation, and SOW’s.

Systems Engineer / Project Manager

Confidential

Responsibilities:

• Lead and delivered consulting engagements, including strategy, process evaluation, process improvement and risk mediation, offering cost efficient options for maximum ROI.
• Lead software development and integration activities, by overseeing teh development, testing, developing software documentation, support software builds, support capability demonstrations while providing system documentation and installation instructions, design artifacts, Software Requirements Specifications, and Software Product Specifications.
• Execute work packages, develop and maintain use cases, story points, sprint and release schedules, and meet delivery schedules for WFM Integrations.
• Monitored technology and business changes for potential impact to WFM solutions; making recommendations to enhance revenue while focusing on strategic intent, business demands and objects while reviewing security policies to confirm compliance & risk impacts.
• Successfully integrated WFM to include external tools (me.e. Payroll Systems, Gplus Adapters, reporting tools, score cards, call recording, mobile phones, Speech Analytics)
• Created an RFP Package including questionnaires and scoring opportunities to seek additional WFM opportunities.

Project Manager

Confidential

Responsibilities:

• Successfully aided in teh coordination and timing of restaurant software and operational upgrades including adding dual drive-thru’s for Chick-Fil-A’s 1850 locations
• Upgraded Windows Applications in 301 Krystal locations
• Implementation of a new technology feature for faster ordering in all USA Burger Kings locations.
• Using teh HP PPM methodology to determine an optimal resource mix for delivery of multi-million-dollar projects while honoring teh constraints imposed by teh business needs, desires, and external real-world factors at teh six call centers to Track, Analyze, Identify, and Communicate.
• Steering Committee PM successfully coordinated teh Georgia Consolidation and Closure of teh Carrollton and Savannah Call Centers, teh opening of teh new Georgia Call Center, consolidation of teh Customer Relations Home Agents by integrating teh department back into teh Call Center Environment as well as teh integrating AirTran Airways Call Center Employees to Southwest Employees.