Summary

• Proactive senior level manager with 25 years of progressive experience and expertise in project leadership for Fortune 500 companies. Leader in introducing systems methodologies and processes that streamline operations, increase ROI and customer satisfaction. Experience in Agile Waterfall Six Sigma and PMI methodologies.
• Technology Experience: CRM Software Deployment, IVR Installation Deployment, Avaya Octel Intuity VM systems, Lucent, Siemens ROLM, Nortel, Cisco 6500 series switches, PeopleSoft, Kana Siebel applications, IP SIP switching platforms, VOIP S8700, VOIP S8500, VOIP S8300. Remote VOIP gateway switches G350 G700, OEM, LAN, MS Office Suite, Lotus Notes, JD Edwards, Autotask CMMI, CCTV, Siebel, HTML, SLA QA analysis, RDBMS, PDM, CRM Reports, ITIL practices, and SDP21, SharePoint. Firewall software and applications. CA Clarity Portfolio Management, Team Foundation Server TFS , MS Vision, MS office Suite
• SAN Storage, Network Management Tools, Cisco Works, HP Open view, Live Opnet, IVR Applications including Intervoice, and NICE Systems including Quality monitoring. Aspect systems working knowledge. ACD and Best Services Routing, message board installation and measurement of key metrics.

PROFESSIONAL EXPERIENCE:

Senior Technical Project Manager

Confidential

Key Achievements:

• Technical Project Manager - Worked on maintenance of GM's data centers at Warren Technical Center and Milford Proving Grounds. Responsibilities included development of master project plans, cutover and help desk support.
• Provided project leadership with business partners Hewlett Packard and AT T. Created and maintained project plans, installation schedules, and in-service milestones. Products included Cisco 5500 series servers as well new 2600 series Appliance Class severs. Provided SOW Statement of Work , required resources, network interface requirements, product placement, sizing, and future growth capabilities.
• Provided direction for GM data centers on networking connectivity between facilities. Completed testing of primary and secondary power and disaster recovery systems. Presented overview of pre-production testing results to key stakeholders to acquire sign off of proposed solutions. Developed disaster recovery plans and tested pre-production environment and provided corresponding reports. Provided weekly and monthly reports to key stake holders on project KPI's including any corrective action required.

Technical Project Manager

Confidential

Key Achievements:

• Leader as technical project manager for global deployment of Cisco UC Applications to over 100,000 users worldwide. Verified network readiness from a bandwidth standpoint and made recommendations on additional network services needed. Implemented ITIL process across the NA region to match customer's global service requirements.
• Developed In- Service support process to route help desk tickets to global help desk.
• Additionally worked on SLA's to have problems resolved and / or escalated to Tier 2 engineers. Developed key contacts list for vendors, spare part levels, and required response time for each supplier.
• Worked with Cisco and AT T to look at possible solutions to recommend for sites where bandwidth is constrained. Sent solution to test lab and develop ORT Operational Readiness Testing. Directed vendors AT T, Cisco, and HP, to architect solutions for global platform compliance. Presented results to senior GM Directors for signoff.

Confidential

Key Achievements:

• Managed GM's service issues reported to global help desk for voicemail platform. This included support to over 150 locations in Canada, Mexico, and the United States. Worked under direction of Siemens Global Service Director in Europe to meet agreed SLA guidelines. Worked on RFP with sales team in positioning replacement of legacy equipment.
• Created standard site checklist to be used for completion of all preventative maintenance procedures. Provided reports to regional customer contact that reflected service and MAC monthly activity.
• Provided staffing for Siemens Global Support Desk for North America region, which included engineers, administrative, and billing personnel.
• Provided Senior Technical Support for resolving chronic problems on legacy equipment including recommendations for new equipment, possible site consolidation and or site closure.
• Helped migrate Global Service incident management desk from EDS to HP's Global Data Center. Developed guidelines for all incident management issues.

Project Manager / Infrastructure Planning,

Confidential

Key Achievements:

• Provided technical review for Avaya solution to upgrade existing call center, as well as addressing needs to expand service for new building using Avaya G650 Gateway switch.
• Provided consulting services to customer's IT team providing timeframes for Avaya upgrade, Help Desk, and 1st day In- Service support coverage. Project completed 2 weeks ahead of schedule and 3 under budget.

Systems Architect / Program Manager

Confidential

Key Achievements:

• Provided senior technical review of Avaya Migration plans for new switch. Participated in pre-cutover site planning visits, provided key milestone dates for pre-production testing.
• Integrated existing Octel voicemail network of 160 sites into GM network. Technical interface for upgrade and replacement of 3 legacy Avaya TDM switches with new Avaya VOIP switches and branch Gateway severs for off shore sites.
• Installed new Avaya Predictive Dialer and Avaya BSR for two IVR units 120 channels each for call processing to ensure measuring and tracking of inbound and outbound customer calls.
• Lead PMO on-site technical support for 6 months during cutovers in US and off shore locations, completing required test plan signoff cutover process. Projected completed 1 month ahead of schedule and firm was awarded GM supplier of the year.

Senior Technical Project Management,

Confidential

Key Achievements:

• Worked with Regional Sales team for Southeastern Michigan school district, Warren Consolidated. Migrated 7,500 Centrex lines onto new Fiber Optic Network to connect new Avaya VOIP solution.
• Project managed eight month 5 million project for Kellogg's in Battle Creek, Michigan. Removed 4,500 Centrex lines, resulting in 175K annual savings. Achieved highest possible score for Avaya Customer Satisfaction Survey. Project completed 2 months ahead of schedule.
• Provided Senior Technical Leadership on the build out of new data / call center for Citi Group. Connected new Avaya platform to customer help desk located in India.
• Provided Senior Project Management for Ameritech which consolidated 8 call centers down to 4 locations.
• Developed and implemented 5 million Avaya Cross-Functional project by installing product showcase to support sales services departments.

Senior Project Manager,

Confidential

Key Achievements:

• Project Managed 15M Ford Motor Credit project by developing standard software platform for 150 Ford Motor Credit sites in North America. Worked with business partners across North America and Canada to complete project within HQ standards and timeframes.
• Implemented 15 million Upjohn Headquarters project. Led cross functional team of 60 people including systems integrators, business partners and subcontractors. Project installed for 1.25 million under budget.
• Provided on site Project Management for new Siemens switches for 32 separate locations in the Kansas City School District.
• Provided project management for new Siemens communications platform for Foote Hospital, replacing existing Siemens Legacy System Project. Completed 30 days ahead of schedule, generating cost savings of 50K.
• Project managed team of 30 IT technicians to provide cabling for all Voice Platform Technologies. Project was completed 45 days ahead of schedule, and 7 under budget.