Summary of Qualifications

• Eleven years of project management experience supervising and monitoring multiple cross-organizational projects. Led CRM and IVR application development projects and process improvement initiatives applying SDLC, Six Sigma and Change Management methodologies.
• Nine years of diversified IT experience on a broad base of technology platforms with focus on Call Center and software development environments. Supervised software and hardware implementations including infrastructure design, deployment, support and maintenance, network security and Disaster Recovery planning and administration.
• Proven track record ensuring that projects are aligned with strategic goals, methodically implemented and, once deployed, adopted by end-users.
• Strong organization, planning, and administrative skills combined with dedicated work ethic and commitment to excellence and customer satisfaction. Areas of specialty include:

Experience

Confidential

Project Manager, Information Technology

Managed website development projects. Led requirements gathering, developed RFPs as well as managed report development and end-user testing activities. Oversaw vendor-led projects, provided PM methodological guidance and developed templates including Project Charter, Issue Log and Change Request documents. Developed and maintained Project Schedules and Issue Tracking documents. Assisted with the administration of software applications including cloud based packages such as Office 365 and e-Builder. Responsible for the technical coordination with Philadelphia International Airport PHL .

Selected Accomplishments:

• Led the implementation of IT operational and strategic initiatives as dictated by contractual agreements with PHL.
• Evaluated IT processes and provided a detailed report with recommendations to improve operations.
• Created PM and financial reports/dashboards templates for PMO managers and PHL senior executives.
• Developed user guidelines as well as comprehensive IT Policy and Procedures document.

Confidential

Project Manager

Led complex CRM and IVR project implementations and process improvements initiatives. Managed in-house and outsourced cross-functional project teams. Responsible for creating PM documents such as Project Proposals, Project Charters, Preliminary Scope Documents as well as developing and maintaining Project Schedules. Developed business requirement documents, business process and workflow diagrams. Ensured that project scopes were well defined so that milestones, deliverables and tasks were properly identified, scheduled and tracked. Identified, documented and monitored risks, issues and change requests. Led update meetings, provided project status reports and coordinated business issues and corrective actions with stakeholders. Developed and implemented end-to-end and UAT plans. Served as liaison between business process owners, technical operations, vendors and senior management located at various domestic and international sites. Provided technical, database, analytics/reporting assistance to various departments/processes within the Consumer Relations Division.

Selected Accomplishments:

• Managed CRM, IVR and ClearQuest application development projects from initiation to closure.
• Using Six Sigma methodology led process improvement initiatives reducing operational costs by 10 - 15 .
• Designed and implemented the infrastructure for a PMO. Created PM guidelines, procedures, forms and templates. Trained Managers and Supervisors at multiple sites on PM Fundamentals and Advanced Concepts.
• Following ITIL guidelines designed and implemented the automated tracking and reporting of Projects, Process Improvements, Incidents, Change Management and Service Requests.
• As part of an infrastructure upgrade, provided technical support to division-wide Avaya VOIP implementation. Assisted with requirements gathering and design. Developed and implemented testing and training plans. Provide post-implementation technical support. Designed, tested and implemented call flows for various Call Center business units. Designed and created custom reports using Avaya CMS. Assisted with Phone and VM administration, local and long distance connectivity as well as data center cabling issues.
• Coordinated implementation and compliance of Crisis Management policies and procedures.

Confidential

Project Manager

Maximized the use of technology to improve operations. Working with executive officers, department managers and cross-functional team members, developed strategy to address process automation issues. Managed the post-implementation phase of enterprise-wide software development projects including PeopleSoft Financials, SCM, and HR applications. Conducted user group meetings and interviews to identify, assess, categorize, prioritize and address operational deficiencies related to people, process and technology. Using Performance Improvement methods, created plans to facilitate the identification of process improvement opportunities. Supervised the implementation of Support and FieldService applications. Conducted requirements identification activities such as obtaining project objectives and system requirements from business managers and end-users. Managed all phases project implementations including assessment, system design, development, testing, training and deployment. Developed and maintained project schedules, conducted project update meetings and prepared status reports. Supervised technical teams consisting of in-house resources and outsourced functional consultants.

Selected Accomplishments:

• Developed Change Management strategy and advised business managers on the application of Project Management and Process Improvement tools and techniques.
• Managed planning and implementation of enterprise-wide process automation initiatives.
• Developed Project Management guideline specific to PHA's IT environment using Systems Development Life Cycle approaches and Project Management methodologies.
• Used Six Sigma methodology to improve project implementation processes.
• Determined business requirements: Prepared questionnaires, interviewed process managers and end-users, conducted assessment meetings and documented business processes.
• Supervised system design: In coordination with PeopleSoft functional consultants validated 'as is' process diagrams, facilitated fit/gap analysis sessions and documented 'to be' process flows.
• Prepared updates and presentations for internal and external stakeholders, the CIO office and OSM.

Confidential Manager of Information Technologies

Managed IT operations for a multi-site Call Center. Supervised technical team consisting of in-house and outsourced resources and directed the work of other managers. Coordinated front-end, web enabled, database and CRM development projects. Defined business requirements, determined user needs and facilitated the implementation, optimization and maintenance of business applications. Implemented operating policies and developed change management, communication and documentation procedures. Initiated, planned and executed short and long term hardware and software initiatives. Managed multiple in-house and outsourced projects coordinating planning and implementation processes with both functional and project managers. Supervised hardware implementations including infrastructure design, deployment, support and maintenance, network security and disaster recovery planning and administration. Performed database, network and systems administration duties. Managed Help Desk resources. Responsible for procurement and solicitation planning as well as contract administration. Trained Market Researchers in current and emerging technologies improving their productivity by 40 .

Selected Accomplishments:

• Coordinated the implementation of database applications using Oracle products 8i and 9iAS . Planned testing and deployment phases. Designed and implemented disaster recovery planning.
• Supervised the installation of a new Call Center IT infrastructure . Planned and coordinated the relocation of two Data Centers.
• Coordinated the implementation of a data migration project FileMaker to Oracle .
• Planned and implemented Call Center applications i.e. E-mail blast, Fax Broadcasting .
• Identified and addressed company's BI needs by implementing a data mart initiative.
• Improved software maintenance and increased data integrity by 25 .
• Reduced telecommunication expenses by 15 and IT services costs by 30 .

Confidential Systems Administrator

Supervised IT infrastructure for offsite development center. Supported all hardware and software systems including, voice/data communication systems as well as Data Center equipment, PBX, videoconferencing and security systems. Managed LAN/WAN infrastructure i.e. Cisco routers and switches , maintained phone system and administered ColdFusion and Oracle8i servers in an AIX Unix/Windows NT environment. Provided deskside support.

Selected Accomplishments:

• Coordinated, implemented and monitored Y2K compliance.
• Insured development center's adherence to corporate IT policies and standards.
• Improved LAN/WAN resilience by using different technologies and negotiating service level agreements with different long distance carriers.
• Increased functionality and reliability of site's security system.
• Facilitated site's integration during the course of company merger/acquisition process.

Confidential

Manager of Information Technologies

Managed IS department. Evaluated needs, developed RFPs, revised proposals and advised senior management in the purchase of Call Center applications, network and telecommunication systems. Developed operating procedures for efficient interaction between IS and other Departments. Responsible for maintaining 24x7 Call Center operations. Administered PBX, Voice Mail, CTI, IVR and Voice Bridge systems. Monitored and maintained local and long distance telecom services. Configured and monitored ACD system. Installed, programmed and maintained telecom equipment.

Selected Accomplishments:

• Designed and installed network infrastructure installed cabling, hubs, SCO Unix, Windows NT, Fax and RAS Servers .
• Negotiated service agreements with long distance carriers and service providers. Coordinated expansion of long distance services and installation of leased lines.
• Improved LAN/WAN resilience by designing and implementing redundant networks supported by different telecommunication carriers.
• Designed and implemented LAN, PBX and telecommunications disaster recovery procedures.