SUMMARY:

• Accomplished Service Delivery Professional experienced wif digital transformation solutions for enterprise and mid - market clients in healthcare, manufacturing, utilities, government, and financial.
• Experienced managing cross-functional, multicultural, global, virtual teams wif strong negotiation skills and dedication to customer satisfaction. Skilled managing pre-sales activity, defining business requirements, pricing, contract administration, managing P&L, developing product marketing and communications collaterals, vendor management, and process improvement wif the ability to TEMPeffectively communicate wifin all levels of an organization.
• Specialized wif innovative solution such as: Cloud Infrastructure, voice, video, chat, data, CTI, routing/switching, Cisco UC and Contact Center solutions.
• Experienced wif Cloud and Managed Services business models. Experienced wif PMBOK 5th editions, Waterfall, Agile, ITIL, TTM, and CMM methodologies. Native language English, fluent wif Italian and working noledge wif Spanish. Dual citizen of US and Italy. Member of the European Union.

EXPERIENCE:

Confidential

Program Portfolio Manager

Responsibilities:

• Managing large scale digital transformation programs ($500k-$4m) Geo Redundancy Data Centers, Infrastructure, networking, application, security interrelated projects, for Utility, Finance, Insurance and Healthcare Customers.
• Responsible for overall project implementation by leading Discovery Workshops, Requirements Gathering, and Testing from Pre-sales to Deployment. Governing stakeholder expectations, P&L, Change Management, Issues, Risk, Communications.
• Overseeing customer relations ensuring service expectations are met and exceeded. Championing Presidio, Cisco, PMI and ISO processes for compliance to Quality Assurance and ensuring deliverables are met.
• Managing complex integration schedules detailing interrelated work from Engineers and partners: Bucher & Suter, Microsoft, EMC, Accenture, VMware, Nuance, Verint, NICE, SalesForce, eGain, and Cisco to deliver projects on time and wifin budget.
• Managing resource capacity plan, forecasting and utilization to assure resource levels are consistent wif project objectives. Mentoring and Engineers and Project Managers. Pursuing Amazon Web Services (AWS) Partner .
• Traveling to customer sites to foster and sustain relationships wif global customers and ensure high level of satisfaction.
• Creating Executive-level dashboards, reporting and communications. Receiving positive Customer Satisfaction Surveys.

Confidential

Program Manager / Product Management

Responsibilities:

• Drove innovation and Contact Center Product Development for proactive/reactive chat, co-browse, click for care, video chat and SMS messaging space Proof of Concept, developed strategy, roadmaps, business use cases, go to market strategy.
• Scoped business transformation opportunities, supported sales wif pricing, developed web content for product offering.
• Collaborated wif customers and Sales teams to prepare sales proposals, gatheird requirements, and feasibility of functions.
• Drove innovative services and solutions portfolio, provided thought leadership, executed Cisco Best Practices and spearheaded Jive Platform for collaboration. Received positive Customer Satisfaction Surveys.
• Organized resource forecasting and assignments, utilization oversight, mentoring of tools and delivery methodologies to staff.
• Directed Engineers, Architects, and eGain, CafeX Partners to deliver programs on time, in scope and wifin budget.
• Developed roadmap, communications and product marketing collaterals to produce successful business outcomes.

Program Manager

Confidential

Responsibilities:

• Documented executive and stakeholder Pre-Sales requirements to create a proposed solution.
• Provided program governance for Greenfield program wif multiple routing, switching, UC and UCCE interrelated projects.
• Managed stakeholder expectations, schedule, budget, margin analysis, expenditures, issues, risks, communications, forecasts, end to end responsibility for project management life cycle from pre-sales requirements definition to deployment.
• Managed customer relations ensuring service expectations are met and exceeded. Championing PMI and ISO processes for compliance to Quality Assurance, ensuring deliverables are met according to Cisco Best Practices wifin budget and schedule.
• Managed $1M contract and applying Change Management practice to generate new revenue for additional business.
• Supported executive management, Theatre and BU wif critical business, up-selling opportunities, and P&L reporting.
• Managed cross functional resources and third party vendors, acting as escalation point for project related issues and contributed to team development through mentoring Cisco processes and corporate values.
• Managed week-long Cisco Technical Summit in Boxborough, MA, to provide B2B customer experience workshops,, present current and future product road-map for premier-level accounts to create new business opportunities.

Confidential

Service Delivery Manager

Responsibilities:

• Managed delivery of US and EU Cisco IPT Transformation Program, the deployment of a new LAN/WAN infrastructure and services for financial trading company, Credit Lyonnais Securities Asia wif program sponsors located in Hong Kong.
• Planned Infrastructure build of new PC, application servers, Cisco 3750 and 4948, Riverbed Steelhead appliances that provided WAN optimization for email, file, print services, single sign-on authorization for key front office applications.
• Managed cross functional resources, vendors, geographic and culturally diverse teams, in US, EU, LATAM and Asia Pacific.
• Developed and managed project plans, budgets, schedules, risk assessment, scope management, Disaster Recovery Tests, Change Management, SLA Management and provided quotes for RFP. Responsible for senior-level communications.
• Created project schedule, implementation plans, managed site surveys, staging and configuration of equipment, building of two Cisco Call Managers,, testing, failover, cutover, first day support, and provided system documentation for turn over to Confidential Managed Services. Responsible for decommissioning legacy gear.
• Managed Federal Regulatory mandated tests and wrote program Standard Operating Procedures (SOP's).
• Managed scheduled operations for Avaya, Cisco and Nortel phone systems: IMACD, build hotlines, disaster recovery tests, Config Changes, facility power downs, 24/7 network monitoring and fault resolution for the Confidential of Confidential .

Confidential

Global Portfolio Program Manager

Responsibilities:

• Managed $15M portfolio of 85 complex, medium-to-large scale projects for AT&T and General Motors in Europe, Asia Pacific and Latin America. Managed application and operations teams, off-shore vendors, stakeholders and the delivery of IT strategic transformation projects that aligned wif GM Business’ objectives.
• Managed geographic and culturally diverse teams implementing infrastructure integration projects, networking, storage, security, Cisco voice projects including CallManager installations and upgrades, WebEx, UCCX, CME, and Unity.
• Supported presales efforts by presenting the value proposition of Professional Services and Outsourcing Transition projects. Developed cost estimates for services offering, RFP, SoW and assuring operational excellence.
• Provided direct oversight of Project Managers, Architects, Engineers, subcontractors, and vendors of 30+ people.
• Managed resource capacity plan and utilization to assure resource levels were consistent wif project objectives.
• Oversaw communications, schedule, risk and financials of interrelated projects to Stakeholders, Sponsors and Executives.
• Governed process stages, quality gates and project hand-off to Managed Services for monitoring operational state.
• Managed budgets, expense forecasts, and profitability objectives, invoicing reconciliation and customer expectations.
• Defined processes and management frameworks for service delivery and operations while adopting Best Practices.

Confidential

Senior Project Manager

Responsibilities:

• Re-engineer a $2.5M global enterprise project at risk. Provided executive communications of objectives, schedules and financials of interrelated projects to sponsors, customer, and vendors to bring program back on track.
• Managed team wif the implementation of Cisco Unified Communications projects including network refresh, CallManager, CME, IPT, UCCX, UCCE, IVR, TelePresence, WLAN, MeetingPlace, 2800 Routers and VG200 Gateways.
• Traveled to customer sites to foster and sustain relationships wif global customer and ensure high level of satisfaction.
• Organized and lead high performance cross-functional teams to accomplish network, telecom and wireless deliverables for 51 global locations and assessed network readiness in preparation for network, IPT and Wireless implementations.
• Developed project plans, risk assessment and performance metrics to support implementation and scope control.
• Monitored expenses against $2.5M budget; provided P&L to Executive Management and Finance.
• Monitored, tracked, escalated project issues and drove solutions and decisions. Managed project to contract, analyzed gaps between contract and customer requests, performed change management, issued invoices upon milestone completion.
• Responsible for project closure, transition to managed services, documented lessons learned and archived project files.

Confidential, Rochester, NY

Global Transition Program Manager

Responsibilities:

• Reviewed and performed analysis of RFP, developed spreadsheets and audit trails for total compliant cost volumes, identified risk and prepared mitigation strategies. Managed the project to contract, analyzed the gap between the SOW and customer work requests and provided pricing for all identified out-of-scope work including labor and materials. Upsold $1 million additional revenue from Change Management for new services of Professional Services and Equipment.
• Managed vendor relationships wif resource scheduling, planning, auditing financials, invoices, change orders, and obtaining customer sign-off and project closure documents for new system build and decommissioning of legacy equipment.
• Monitored the project, reported progress and financial status to executive management and performed issues management for 30+ virtual and local team including Sales, Architects, Engineers, Facilities, Transition Teams and Vendors.

Confidential, Rochester, NY

Global Transformation Program Manager

Responsibilities:

• Managed the IPT Transformation Program installation of 46,000 phones, Unity Servers, Call Manager, Unified Messaging, and governed TTM process deployment for North America, Europe, Canada and Developing Markets.
• Managed detailed project plans for multiple threaded global projects, LAN/WAN, equipment installation, and configurations.
• Administered phases of Proof of Concept, Pilot and Lessons Learned. Wrote program collaterals, communications, and, and collected Voice of the Customer feedback. Analyzed and reported results to leadership team.
• Managed program for IPT deployment utilizing TTM framework to ensure deliverables and documentation met exit criteria.
• Managed multiple concurrent IT related projects in a complex matrixed master project plan. Provided review, control, leadership and guidance to cross-functional teams to resolve technical and schedule issues.
• Wrote monthly, technical executive reports, updates, reported significant s and key issues to stakeholders.
• Defined project scope, responsibilities, gap analysis and ensured projects were delivered on time and wifin budget.

Confidential, NY

Senior Project Manager

Responsibilities:

• Directed Technical Publications team of 20 wif concept, definition, design, development, validation, language translation, and documentation for FDA submissions, clinical trials, and global launch of e-docs installed on laboratory blood analyzers.
• Wrote functional specifications, user requirements documents for e-docs, GUI, to launch the Ortho Paradigm Blood Analyzer.
• Managed all phases of project initiation, planning, execution, monitoring, control, and closure.
• Managed schedules, budgets, communicated updates, s and key issues to Stakeholders and Sr. Managers.

Confidential

E-Business Manager

Responsibilities:

• Managed marketing campaign for product launch of e-enabled smart appliances, wif mobile and web-based applications.
• Managed a team of 20+ resources representing Sales, Marketing, Engineering and Corporate Communications.
• Managed software development team, 3rd-party vendors (Nokia and Cisco) and monitored and controlled project issues.
• Supported Director of Marketing developing market B2B strategy, revenue streams, and strategic partnerships.
• Presented market strategy and developed partnerships agreements wif Excite, Yahoo Italia, Sun, Telecom Italia, Framfab, Carlton Food Network, Sainsbury and La Cucina Italiana for applications and content. Managed data base segmentation and cleansing for recipe database and appliance design wif engineering and marketing.
• Planned the Whirlpool presentation and exhibit at annual 3GSM World Congress in Cannes, France.
• Managed the roll out of pilots in new home developments in UK, Italy, Sweden, and Dubai. Collaborated wif UK’s Department of Trade & Industry to obtain energy-related data for product development and efficiency guidelines.

Confidential

Marketing Program Manager

Responsibilities:

• Managed the marketing and media campaign for the national product launch of Confidential and Internet Services in Italy.
• Wrote Marketing requirements and High Level Design of e-commerce portal and managed Leo Burnett design agency.
• Managed development of an e-business strategy wif WAP services and co-branded content from partners.
• Developed and managed Point of Sale (POS), product pricing, print collateral, web presence, public relations campaigns, media kits, logistics and retail partners. Managed relationship wif Italian bank (BNL) to deploy mobile banking and trading online.
• Planned the Blu exhibit at the annual Milan SMAU Innovation Technology Trade Show, held in Milan, Italy.

Confidential

Project Manager / Technical Author

Responsibilities:

• Planned marketing and communications campaign for the product launch of new model Tetra Brik aseptic filling machines.
• Supported Business to Business (B2B) marketing strategy to generate sales, services, and up-sell packaging paper.
• Performed project planning and technical writing for the new product line of aseptic filling machines.