SUMMARY

• IT Management Professional equipped wif over twenty years of experience (including as head of IT / PMO for 9 years) providing project / service management,
• IT / PMO operations, infrastructures, system developments / integration and consistently aligning processes using ITIL, PMI, Agile and Lean Six Sigma methodologies wif business goals. An out - of-the-box thinker wif exceptional problem solving,
• strategic planning, and leadership skills, have proven track record of directing technology initiatives spanning department startup and business process improvement.
• Dynamic and hands-on IT leader who is able to promote efficient and high-performance environments, create robust IT architectures and infrastructures, and contribute to business growth and development.
• Executed various projects successfully for Baker Hughes (BHI) including Oracle upgrade to 11g on Trade Automation systems, Saudi field entry point and BEACON Well Link Wireline.
• Redesigned PMO policies and procedures for Cardtronics (global ATM processing giant) by utilizing Six Sigma DMAIC stage gate process, and migrated to Microsoft PPM tool, wif dynamic reports, dashboards, and automated workflows for portfolio lifecycle from initial thought to closing the projects and programs wifin scope, time and cost, provided 100% visibility to Capex/Opex.
• Created demand and supply management, along wif resource capacity management for portfolio planning, Initiated Timesheet policies for all FTEs, Contractors and offshore service providers, improved resource forecasting by 60%.
• Developed dynamic graphic portfolio status /performance reports to provide Capex /Opex expenditures on weekly, monthly, quarterly and yearly basis, and presented to C level Management, received recognition as POC.
• Managed and Maintained 7 Global Oil and Gas clients for Verizon Business (including El Paso Energy, Expro Group, Transocean, Champion Technology, Ensco and Centerpoint Energy) wif the value of over $15M revenue and delivered 100% of Client Governance Reviews (CGRs), Quarterly to >$5M clients and bi-annually to <$5M clients.
• Earned a new account of El Paso energy for $2M of services and migrated 250+ global locations from Confidential &T network to Verizon Voice/Data backbone, including MPLS, PIP, VoIP, DS3 and Terremark Managed Cloud Services as well as provided a customized billing structure and web portals as solution of a very complex billing requirements.
• Created Dynamic working relationship wif the clients to make sure dat Order/Performance/Incident Management processes were lined up, reduced 20% call center volume by using e-Bonding, Achieved 40% Paperless Invoicing and 25% growth in Q4, 11-month averages.
• Improved MTTR by 20% and escalated major incidents and issues in timely manner to relevant teams.
• Contributed in the development of ITIL Based Continual Service Improvement (CIS) Processes for Verizon Business to provide top-notch services to $B worth of Global Enterprises/ cliental.
• Delivered SIP reviews to clients wif Red status, and maintained < 2% of clients wif Red status.
• Designed and Implemented Change Control Process for Confidential &T eCommerce PMO, processed and executed change requests for Support, Light Speed and Service towers, and reduced 30% defects for U-verse Service Delivery Platform.
• Successfully built and directed the IT department for Prime Communications, dat is one of the biggest agents of Confidential &T Wireless; established policies/procedures and processes—provided IT asset management.
• Helped grow Prime Comm. from <10 to over 200+ retail locations— <$10M to over $100M in revenue; the company earned recognition as one of the fastest growing companies in Houston (2006) in Houston Business Journal.
• Developed Cisco-based VPN backbone for corporate offices and 200+ remote locations wif Cisco 2800 series routers and Security checkpoints wif Cisco Pix 515e and ASA 500 series VPN concentrators.
• Developed system development life cycle (SDLC) to participate in POS system integration projects wif POS vendor and Confidential &T wireless for POS.com, Verizon wireless for eROES.com, NOVA for credit card payments, and TIO for Confidential &T customer bill payments.
• Established Helpdesk support services for 2,000+ end users across 200+ locations. Significantly increased productivity and improved technology reliability as well as created a model to support future growth.
• Negotiated wif vendors and purchased > $20M of IT hardware/software and third-party solutions.
• Executed various projects successfully for Baker Hughes (BHI) including Oracle upgrade to 11g on Trade Automation systems, Saudi field entry point and BEACON Well Link Wireline 1.0.

TECHNICAL SKILLS

• Project/ Program/ Portfolio Management Six Sigma DMAIC Stage gate process IT
• IL Service Program Management IT
• Governance of Global client base Demand and Supply Management
• Global Service/ Performance Management Risk Management Financial Management Contract
• SLA Management Cost/ Quality/ Change Control Management Time Management Procurement
• People Management System Development
• Integration IT Asset Management ERP/ POS Systems e-Commerce/ Web/ VPN
• VoIP Systems Network Assurance Virtualization/ Cloud Computing
• Help Desk Development Incident Management DR Plan SaaS
• Enterprise Cloud Computing Managed and Private Editions

PROFESSIONAL EXPERIENCE

Sr. IT Program / Project Manager

Confidential

Responsibilities:

• As Direct report to SVP of PMO, redesigned PMO policies and procedures utilizing Six Sigma DMAIC stage gate process along wif PMI best practices, and creating PMO user manual, project management templates and forms.
• Designed and deployed Microsoft project server environment from scratch, plugged in all projects in PWA, configuring project server databases including metrics and KPIs for project types, business drivers, resource /cost types etc. as well as workflows according to company’s needs and requirements by keeping future growth in mind.
• Created and maintained dynamic pivot-based reports using CUBE and Raw data, and reporting portfolio performance to all levels of management on weekly, monthly, quarterly and yearly basis.
• Started weekly timesheet process collecting accurate information about projects progress and performance.
• Designed, developed and maintained project server dev. environment by installing and configuring Windows Servers, SQL Servers and SharePoint Servers, and starting QA process for all new enhancements and issues wifin PMO.
• Designed Nintex-based workflows for SharePoint and Project Servers adopting automation in project lifecycle.
• Completed various projects successfully wifin scope, time, and cost, e.g. CAMP; design and development of a web portal for 140K+ ATMs cross the globe to provide live system health and business activities to all clients and banks, Card-link 2.0; systems integration wifin cross functional departmental applications to strengthens back office systems and data backbone, as well as migration to Dynamic CRM 2011 for Sales and Marketing departments.
• Successfully completed acquisitions of Canadian based companies (Can-do-Cash and Mr. Cash), merged new office locations, systems, data centers, polices and infrastructure of 5000+ ATMs based companies.

Lead Specialist Service Program Manager

Confidential

Responsibilities:

• Reviewed and maintained insight into customer’s accounts under agreement, acted as a customer service advocate and primary point of contact for overall services under the contract
• Fostered a strategic relationship between customer and Verizon, facilitating service communication Confidential executive level wif customer and internally wifin Verizon cross functional teams
• Managed internal issues resolutions, and deriving issues resolutions to the clients
• Acted as the liaison between clients and Verizon, including wif respect to critical escalations
• Developed quality and service improvement initiatives and presented to clients, gained customer satisfaction.
• Acted as primary interface to establish: regular governance meetings and quarterly / annual service performance reviews.
• Reviewed contract terms, including financial terms and obligations, assisting wif contract compliance
• Maintained status of accounts receivable (A/R), credits, billing by products, incident, order management status of OAI list, SLAs, Inventory reporting. Reviewed contract terms, including financial terms and obligations, assisted wif contract compliance.
• Supported customer, including assisting in adopting Verizon online self-service tools to gain efficiencies, VEC transactions and customer enablement entitlements.
• Managed project and functional service teams, and requested additional resources when needed.
• Maintained and reviewed service related action registers and open action items.

Program Project Manager

Confidential

Responsibilities:

• Implemented change control processes and ensured compliance wif documented scope and requirements, as well as facilitated project communications wif stakeholders, sponsors, and executive leadership, providing timely information about project status, performance, risks, issues, and corrective actions.
• On another assignment, as a software defect manager for ATT U-verse in SDP (service delivery platform), collaborated wif offshore development teams to make sure all open issues / bugs were fixed in timely manner.
• Maintained relationship wif onshore and offshore developers and host regular calls, ensuring resolution of all issues and documentation in Load Runner, reduced MTTR by 30 % for all defects in Service Delivery Platform (SDP).
• Started up IT department and transformed company from decentralized and manual operation to centralized and high-performance operation by using ITIL and PMI methodologies; establishing and maintaining systems and networks across company locations using varied technologies, including VPN, VoIP, Data warehousing, ERP systems, communication systems, systems security, content filtering, disaster recovery plans (DR Plan), system integration and software development.
• Consistently maintained the IT budget Confidential less TEMPthan 5% of the company’s total revenue.
• Deployed and managed ERP and Point of Sale (POS) systems and processes dat facilitated sales, returns, and inventory tracking—Guiding POS provider for customizing POS to meet company needs.
• Introduced and deployed centralized IT ticketing system, tracking IT issues, trends and providing long and short term solutions, reducing response time by 40%.
• Recruited, hired and trained IT staff, performed performance reviews, and recommended / approved staff raises.
• Created, renewed, and updated SLAs; overseeing all hardware warranties and software licenses.
• Monitored and approved payments for all IT-related bills and services for 200+ locations.
• Saved $200,000 in annual communication costs by purchasing consolidated billing and services for fax, telephone, and DSL/broadband accounts, and $100,000+ on printers and supplies for all 200+ locations.