PROFESSIONAL SUMMARY

• Over 20 years of a proven record of accomplishment in IT Infrastructure Implementation, Call/Contact and Data Centers, Application Delivery, Outsourcing (offshore/onshore), Project Management, Project Transition, Solution Development and Delivery, IT Operations.
• Accomplished leader responsive in high stress situations involving deadlines, conflicts, change, and multiple priorities.
• Demonstrated expertise developing and managing technical solutions to solve business challenges, expectations.
• Ability to quickly grasp and succinctly explain technological, business concepts.

PROFESSIONAL EXPERIENCE

Confidential, NY

Sr. Project Manager

Responsibilities:

• Responsible for assembling project team, assigning individual responsibilities, identifying appropriate resources needed, and developing schedule to ensure timely completion of project
• Responsible for completing and uploading standard required artifacts to project management information system called Power Steering.
• Manages the full project life cycle and associated project management deliverables for initiation, planning, control, execution and close.
• Monitors and controls and reports on costs, schedule and scope according to standard processes.
• Works with Finance to provide regular forecasts of delivery timelines and budget.
• Manages measurement and prediction of program progress.
• Identifies and manages risks to project execution throughout the project life cycle..
• Manages issue resolution and escalation and change management processes.
• Creates and delivers weekly status reports and maintains visual management system (VMS)

Confidential, NJ

Project Manager

Responsibilities:

• Owned a portfolio of end to end transition projects aligned to the application technology tower incorporating the Scrum methodology for such projects as; mobility, ERP, IDM, etc.
• Accountable for successful transition of each project or work package from scoping and planning through to steady state service delivery.
• Accountable for ensuring transition teams produce mandatory artifacts and gating criteria are met at each stage.
• Ensuring requisite approvals and sign offs are captured and documented at each stage of the process
• Managing dependencies across teams and with other projects.
• Working with the demand management team to ensure timely resourcing of transition projects.
• Owning end to end plans and enforcing change control processes for plans.
• Managing risks and issues as they arise through formal RAID processes.
• Ensuring timely and accurate status reporting is completed.
• Maintain and track accurate view of costs and benefits associated with transitions.
• Managing stakeholder communications.

Confidential, NY

Sr. Program Manager

Responsibilities:

• Managed the delivery of services ensuring that client requirements and satisfaction levels are met
• Provided value add to customer by working closely with IT engineers at a conceptual and technical level to help create practical & cost effective solutions
• Liaised with project stakeholders directly to define and deliver their needs
• Actively involved and manages project management activities and end to end management of assigned projects
• Scrutinized all project execution activities such as budgeting, planning, costing, delivery, and post - delivery review
• Provided effort estimation for delivery of services
• Managed escalations and complete client reporting
• Collaborated across various technical & business domains
• Worked with IT engineers at a conceptual and technical level to help create practical & cost effective solutions for Cisco and Avaya solutions.
• Recommended solutions to customer to meet their requirement
• Focused on project opportunities and transformation initiatives
• Ensured service level agreements are conformed to and standards are maintained
• Reviewed technical documents and sign off documents from clients
• Executed project handover to steady state operations

Confidential, NJ

Sr. Technical Program/Project Manager

Responsibilities:

• Managed large-scale IT telecommunication infrastructure and application project across multiple business units, involving significant scope and complexity.
• Managed acquisition and deployment of resources, including $20M budget, working with financial managers to secure required project resources.
• Performed leadership role to ensure proposal, execution, control, deployment, training, hand off, and warranty support meet approved scope, cost, schedule, and quality of project deliverables.
• Ensured client satisfaction with project process and project team by effective and timely communication, including status reporting, continual risk/issue assessment/management, escalation, and resolution of issues.
• Worked with and influences senior level leaders and partner with other IT managers.
• Managed project tasks utilizing established project management methodology to ensure business goals and objectives are accomplished within designated timeframes.
• Acquired and lead team of associates representing all functional and support areas to ensure project success.
• Responsible for all aspects of project communication including consistent project level reporting, executive level reporting, project-specific communication plans, meeting agendas and recaps.
• Created and maintained project issue log and risk management plan for all projects. Lead team to formulate action plans to resolve all issues and address all risks that may affect project progress.

Confidential

Global Delivery Solution Leader

Responsibilities:

• Provided IT leadership and management to the deal team for technical infrastructure solution development, costing of new engagement opportunities, and project management to cross-functional transitional teams.
• Provided IT leadership for RFP and SOW proposals development including objectives, scope, benefits, costs, responsibilities, assumptions, deliverables, schedules, completion criteria, and resource requirements for successful delivery of IT Solution.
• Ensured consistency and quality of CRM/Contact Center application and infrastructure costs and budget across all life-cycle stages. Identifies assumptions and risk items for deals related to infrastructure.
• Cross-functional integration (single solution across multiple towers). Technical leadership to solution design QA coordination and transitional delivery of integrated work products.

Confidential, Newark, NJ

Sr. Project Manager

Responsibilities:

• Managed the implementation of Horizon’s BCBSNJ Avaya call/contact center telecommunications application and infrastructure at ten (10) sites throughout the state of New Jersey. Responsibilities included project management of the deployment of PBXs, voicemail systems, voice/data applications (CTI - Avaya/Siebel), VOIP, IVRs, network cabling infrastructure, LAN/WAN networking solution, Call Recording devices, Workforce Management Tools (WFM), etc.
• Managed vendor relationship of network cabling infrastructure support for the client (Horizon). Responsibilities include the management of approximately $10 million annual revenue support budget, vendor staff personnel, vendor contract negotiations, SOWs, vendor pricing and invoicing procedures.
• Managed technical team that supports the contact center network infrastructure across approximately ten (10) locations throughout the state of NJ.
• Recommended new technology consistent with client’s long and short-term objectives in achieving significant improvement in contact center performance.
• Interacted with service and technical leaders developing contact center processes to enhance standardization within the organization for better efficiency.