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Senior Project Manager Resume Profile

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Senior Project Manager

Resourceful and process-oriented Senior Systems Administrator and IT Project Management professional successful in leading technical support procedure development and process improvement initiatives that drive end-user and customer satisfaction. A unique combination of technology and social communication skills that propels pinpoint communications between external clients, internal business unit groups, and IT resources. Background includes leading efforts across business analysis, help desk operations, and infrastructure management, network administration, and motivating others.

PROFESSIONAL EXPERIENCE

Confidential

Senior Project Manager

  • Responsible for project managing the implementation of new desk side services business into the CompuCom operation for Fortune 500 customers.
  • Managing projects from concept through completion and developing project requirement documents for the CIGNA account. Budgets up to 5 million dollars..
  • Manage project plans, risk management plans, delivery processes, communication plans, reporting/auditing plans, vendor/tool selection, and BCP training.
  • Additional project tasks include executive reporting, quality, budgets, and service readiness/project closure.
  • Manage systems-related Projects that support the CIGNA account for desk side services, which include, Microsoft Windows Server Microsoft Office 365 Microsoft Azure System Center 2012 R2 and Microsoft Cloud technologies. HP Asset Manager HP Service Manager Contact Center VOIP Migrations from Avaya analog phones to Cisco VOIP phones. IVR software Java upgrades for Nortel IVR's and CISCO Unified Contact Center rollout/deployments to Mid Size Call Centers 300-1,000 agents centers.
  • Additional Project Management experience managing infrastructure projects relating to Avaya PBX upgrades hardware software , PC/Mobile refresh, Cisco Routers/Switch upgrades, MPLS cutovers in Contact Centers, Desktop migrations from Windows XP to Windows 7 8 in Contact Centers 300-1000 users , Eloyalty, CTI, IEX, and others call centers software deployments.
  • Strong process orientation and a solid understanding of project management techniques, methodologies, and best practices.

Confidential

Site Lead Senior Systems Engineer

  • Serve in project management and technical support lead capacity for outsourced services deliver to multiple CIGNA Insurance Company account locations. Spearhead all projects, staffing, and infrastructure maintenance, including servers, network devices, software upgrades, change management, audits, and disaster-recovery.
  • Received Circle of Excellent Award from CIGNA senior management for personal efforts and contributions delivered during migration of operations to new state-of-the-art facility, including infrastructure network design, implementations, and move scheduling.
  • Ensured high-levels of productivity and support responsiveness during automated desktop software releases by designing and implementing SQL reporting tool to help identify potential issues.
  • Elevated site audit scores 7 by developing an audit guideline procedure incorporated into the Process Control Manual PCM to control dates and frequencies of activities.

Confidential

Team Lead Call Center Forecasting

  • Personally tasked with orchestrating team management activities across a 25-member team within a 120-person call center. Spearheaded SLA deliverables and escalation management while ensuring customer satisfaction and support team development. Developed and delivered call center performance and forecasting reports to senior management.
  • Improved overall customer service satisfaction by implementing new software system that boosted service levels 5 , reduced over-staffing 10 , and enabled training scheduling during off-peak hours.
  • Empowered call technicians with current and future training needs and troubleshooting by introducing a Windows NT 4.0 server test lab in call center training department.
  • Increased call technician resolution rate more than 10 as a result of deploying a hardware and software resolution management system.

TECHNICAL PROFICIENCIES:

ITIL V3 Foundation Scrum Agile Methodology WATERFALL Methodology CRM Project Management Process Alignment Microsoft Windows Server 2012 Microsoft Cloud Cisco Unified Contact Center Enterprise, Interactive Voice Response, Avaya CMS and Voice Recording Systems. CISCO Networks. Leadership training Project Management/SDLC Problem/Crisis Management Sun Guard Disaster Recovery.

Specialties:

  • Sourcing Strategy RFP, Managed Services Agreements SOW
  • Internal/External Consulting Business Process Re-Engineering Project/Program Management IT Service Delivery/Management Budget Responsibility Technology Integration
  • CRM/Salesforce

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