PROFESSIONAL PROFILE:

• Sr.Project/Program Management/Management Consultant Professional with numerous years of experience within the IT, Telecommunication, Healthcare, Real Estate/Mortgage, Retail, Financial/Banking, Enterprise, Airline and Construction industries.
• Vendor Management, performance - driven, customer-driven, and market-driven organizations.
• Proactive business partner on cross-functional teams that collaborate as a focused unit to realize business goals and successfully achieve corporate objectives.
• Demonstrated expertise by leading project teams through ONSITE / VIRTUAL / CO-LOCATION IT infrastructure projects to include: Data Center, VOIP and full-scale systems integration engagements through-out the software development lifecycle.
• Systems Integration capabilities include Project Management execution for full-scale CRM solutions: the design, deployment or delivery of Voice Contact Center Solutions.
• Implementations including Confidential - Unified Contact Center Enterprise, Verint Solutions, NICE, AVAYA, Genesys, EFTIA OSS, MetaSolv ASAP (Oracle), AMDOCS, Wireless deployments - Sprint Powered Workplace solutions and DAS, UMTS, LTE, VOLTE, 3G, 4G Deployments.
• Particular effectiveness directing the evolution of administrative, technical and non-technical solutions from concept through implementation.
• Constantly managing the needs of the customer, the team, and the project.
• Expert in the Planning and Management of Complex Projects that Increase Efficiency, Productivity, and Profitability.

EXPERIENCE SUMMARY:

• PMI - PMBOK / PPDIOO
• Managing Director/Consulting
• Project Management/Program Management
• Agile Project Management
• Strategic Planning / Quality Assurance Planning
• Organizational Change Management
• PMO Development
• Mortgage/Financials/Banking Industry
• Team Building / Leadership
• SDLC / ITUP / Waterfall
• Security Review/Offshore Clearance Projects
• Business Process Improvement/ Risk Management
• Multi-million Budget Management
• Systems Integration
• White Box Testing/Black Box Coordination Testing
• Customer Focused Service Delivery
• Mergers & Acquisitions
• Cloud Computing - IaaS, SaaS & PaaS

TECHNICAL SKILLS:

Software/Hardware/Technology Solutions Projects Deployed & Knowledge of: UMTS, LTE, 2G, 3G, 4G, Distributed Antenna System (DAS), SISO TO MIMO Conversions, Call Center Technologies, Genesys Framework and Suite, Cisco Unified Communications solutions, Cisco ICM, Avaya, CTI/CAD platforms, TelePresence, Speech IVR, ICM and IP phone, UNITY, Call Manager, Genesys, SIP, Softphone, VoIP solutions, Verint solutions, SONET, DWDM, JavaScript, J2EE, Servelets, ERP Platforms - (PeopleSoft) OSS/BSS/SDP platforms - (Oracle MetaSolv), AMDOCS OSS/CRM platforms, MS Project, Primavera, EDP, EFTIA, MS Office, Windows NT, SQL, HTML, XML, FrontPage 2002, WIFI, 4G/WIMAX, MPLS, Voicexml, XML, XSL, UNIX

PROFESSIONAL EXPERIENCE:

Senior Project Manager Consultant

Confidential

Responsibilities:

• Plan, direct, and co-ordinates project teams (leveraged resources, Managed Service Vendors, Facilities Partners, Cisco Engineering, Cisco Security and Cisco Voice / Data / Wireless Architecture) activities from initiation to final operational stage.
• Project Management oversight of high-priority projects which often require considerable resources and high levels of functional integration.
• Interfaces with all areas affected by the project including client facing.
• Ensures adherence to quality standards and reviews project deliverables.
• Communicates with Governance regarding the status of critical projects.
• Managed large, cross-functional work teams accountable for end to end project life cycle from planning, execution, and deployment.
• Directed and monitored activities for large, high risk, technology-based projects from initiation to delivery. Acted as an internal consultant to re-engineer processes for greater efficiency and cost reductions. Some of these included Off-shore Application development and Cloud computing platforms initiatives.
• Provided project planning, training strategy, testing & quality assurance for Cisco UCCE - CRM implementation
• Developed project charter, stakeholder analysis, resource impact planning, and structured project management routines.
• Owned the forecast, budget, and monitored overall project cost, schedule, and technical performance.
• Facilitated test plan creation for functional, user acceptance, performance, and production validation.
• Proactively assessed impacts and dependencies from other projects, lines of business, and downstream
• Partnered with Product launch team to develop associate and client communication impact plans.
• Developed implementation and deployment plans, including control applications.
• Logistics planning, detailed task scheduling, and the transition process to business as usual operations.

Confidential

Responsibilities:

• Charged with end to end responsibility for Implementation of UCCE 9.x platform with CVP to support Confidential .
• Accountable for end to end Project Management, design and implementation of UCCE / Cisco Contact Center Solution for Confidential.
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of project targets.
• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
• Configuration and administration of Cisco Intelligent Contact
• Management which includes: (Cisco ICM Router, Logger, AW
• Configuration of cisco voice portal (CVP) Configuration and administration of Cisco Unified Communication Manager (CUCM)
• Formulating documentation for cisco contact center projects (ucce) project which includes Low Level Design, User Acceptance Test, As Built Document, Technical Proposal, etc.
• Facilitating online support for contact center operations and maintenance and Backup Planning for Contact Center Solution
• Managing installation and configuration of Cisco Fax Server; operation and maintenance of UCCE and IPT
• Ensuring implementation of third part voice recording solution
• Project Management oversight of Voice over LTE (VOLTE) deployments in support of leading wireless carriers network.
• Support the implementation of end to end Confidential (Production) integration design.
• Hosted trouble resolution conference calls; driving the resolution of assigned device, network, and or test case related issues across multiple stakeholders recommending solutions to integration design issues; driving the implementation of approved solutions to integration design issues; and providing daily status, financial tracking of assigned issues to multiple stakeholders.
• Support the management FFA (production) test cases through the implementation process, including: test case reviews; test case corrections when necessary; the loading of test cases in QC application; developing near real time test case sequencing recommendations based on device and network element availability and adjudicating test case disputes when necessary. Facilitate VoLTE design and testing knowledge transfer to Client Network Engineering and Operations teams.

Confidential

Senior Project Manager Consultant

Responsibilities:

• Provided Sr. Project Manager level leadership for the overarching Headquarters Universal Plan Corporate initiative consisting of planning / implementation of new in - building construction, new design, employee moves and move coordination of all Confidential departments from a voice and data perspective, all while partnering with Corporate Facilities and outside Technology vendors. Responsible for documenting the AS-IS move process and providing lessons learned recommendations to improve the overall company move process.
• Served and represented the Technology organization as the Project Manager liaison to ensure accuracy of Open Seating design, headcount of each Technology Director team, voice and data current and future requirements, Technology move schedule and precise floorplan layout for all of Technology.
• Additional responsibilities @ Confidential: Charged with Project Management oversight in an effort to formally audit and perform remediation work to strategically plan and update the Technology Emergency Procedures Manual (EPM) to ensure the Technology organization is in compliance with the overarching Corporate Emergency Response strategy in the event of an operational emergency. Planned activities included managing / tracking the Headquarter Techs through site surveys, testing room connectivity (voice, data and audio/visual) in numerous headquarters Training and Conference room areas supported by Technology in the event of an operational emergency.

Confidential

Senior Project Manager Consultant

Responsibilities:

• Interfacing with sales and client representatives to determine coverage requirements and customer needs through site surveys and site walks.
• Worked in conjunction with design staff to ensure DAS design met customer coverage requirements and Oversight of Ethernet to the Cell site / Transport delivery.
• Project planning definition of scope resource requirements, project scheduling, budget tracking and communications. Maintain positive customer relations with customers.
• Delivered projects with 3.5m+ budgets on time, within budget, and with excellent customer satisfaction.
• Handling project resources, scheduling, assigning tasks and tracking materials and equipment.

Project Management Independent Consultant Senior Project Manager

Confidential

Responsibilities:

• Provided Project Management leadership for requirement gathering, design and implementation based on best practices of utilizing Genesys 8.0 architecture with .Net design patterns.
• Managed project team through full software development life cycle from requirements gathering to post-implementation to include:
• Designed and development of assemblies and desktop applications for delivering voice, email and chat to American Airline agents using C# and Genesys Platform SDK.
• Designed and development of WCF services for a wallboard application to display real time Support Services department activities using C#, Net 3.5 and Genesys Statistics SDK.
• Implementation of a desktop load test application for end to end stress testing of voice, email and chat interactions using HP ALM to track defects.
• Ensured all deliverables are met on a fast paced, highly visible project all while defining the project scope, development of project plans and directing activities including reviews, risk management, change control processes.
• Effectively communicated the expectations of the project to the team to ensure deliverables were met on time and on budget. Set and continually managed project expectations with team members, off-site design team and other stakeholders, as well as identified and resolve issues and conflicts within the project team.
• Tracked all project milestones and deliverables and developed/delivered progress reports, proposals, requirements documentation, and presentations. Developed status reports for the project team, analyze results, and troubleshoot problem areas.
• Proactively managed changes in the project scope, identify potential crises, and devised contingency plans.

Confidential

Senior Project Manager Consultant

Responsibilities:

• Project Management oversight of onshore and offshore integration / testing activities during Project North Execution phase, to include tracking SIT, QA, UAT, E2E test cases scenarios and test data requirement docs for numerous retail and service assurance voice portal applications.
• Worked with Application Development and VDSI team to monitor and track testing progress/issues utilizing Scarab IR tool to produce/share daily and weekly status reports with project and leadership team.
• Conducted daily early morning review meetings to accommodate offshore VDSI resources.
• Assisted in cutover plan development as well as chairing/managing implementation bridge throughout planned 72 hour migration weekend for management/tracking responsibilities.
• In addition: Charged with project management oversight responsibilities for offshore VDSI Clearance access project, which required working with assigned resources to gather requirements for completion of formal clearance and security review documentation for offshore access to EVRC, CTVP and FSCT voice portal applications.
• Served as single POC for Voice Portal/Application Development team to monitor, track and entry of daily Emergency Change Request (CA). Enhanced process by creating a tool to reduce error and avoid rejection by the review board. Other projects managed during this engagement: Storage Procurement Project of SNAP, Voice Portal Tech Refresh, Security Review Project, NRP Project, BAU projects, etc.

Confidential

Senior Program/Project Manager Consultant

Responsibilities:

• Conducted Joint-Application Design (JAD) session & identify “As-Is” Contact Center Processes
• Facilitated JAD session and documented “future state” Contact Center Business Model Process
• Developed SOW and established Project Management methodology - PMBOK
• Procurement management of all required Cisco hardware and software for shipping, delivery and inventory to NEC staging facility.
• Vendor negotiation / management of numerous field engineering resources for racking/stacking/connecting to the network and testing activities.
• Managed Program Risk and Issues Log
• Conduct Executive Steering Committee meeting and provide updates to client
• Responsible for managing the execution of the project plan and assured that the desired VOIP solution met the client’s quality standards, by verifying project scope and all project deliverables throughout the duration of the project.
• Provided strategic analysis, strategic planning, and strategic implementation planning for healthcare delivery Cisco UCCE transformation project.
• Project Management over large-scale, top-priority and complex technology initiatives, Managed budgets of up to $12.5M and cross-functional teams of up to 15 (developers, Network Engineers, Solution architects and network specialists.)Drove the high-quality completion of systems engineering, software development and enterprise wide implementation projects for Kaiser Permanente.
• Facilitated Kaiser Permanente 14-person Executive/Physician team in strategic visioning sessions
• Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.
• Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in rapidly evolving business environments.
• Defined processes and tools best suited to each project. Waterfall approach on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.
• Developed/Authored Healthcare Cisco UCCE transformation Master Action Plan
• Designed and facilitated the development of Key Performance Indicators for Cisco UCCE transformation
• Defined the roles, responsibilities, and component design for the Healthcare PMO for the implementation of the plan

Confidential

Senior Program/Project Manager

Responsibilities:

• Reported directly to Senior VP of New Product Development throughout project life-cycle.
• Provided Program Management, project control & execution, budget & cost analysis, vendor management, scope management, and requirements management.
• Prepared and managed project master schedule and budget.
• Led team through site analysis and evaluation.
• Worked with architectural firm to produce design, coordinated with city to obtain required building permits.
• Worked with engineering teams to design, plan, procure and install the required Cisco wireless platform to include: Aironet Access Points, IP phones, switches / routers, Integrated Access Devices, TelePresence equipment etc