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Sr. Program Manager Resume Profile

Stamford, CT

SUMMARY

  • 19 Years of diversified experience within the area of Infrastructure
  • 19 Years application release management
  • 16 Years Enterprise IT Infrastructure Architecture and LAN/WAN/Wireless Designs
  • 15 Years VoIP/Cisco Unity/Avaya Contact Manager/Cisco Call Manager
  • 15 Years Siebel/CRM/Genesys CTI
  • 15 Years of management project teams offshore and onshore
  • Nortel/Avaya PBX migration/implementation new sites
  • Cloud / Hosted/Managed Services Technology
  • SIP Client /Contact Center Collaborative Communication
  • Create WBS Work Breakdown Structure
  • Project Planning with Definitions/Dashboards Status Reporting and Tracking
  • SharePoint Enterprise /JIRA data management utilities
  • Data Analysis Integration /Maximo
  • Data Modeling / Standardization
  • Six Sigma type lower cost analysis/validation, simplify management, lower costs and improve performance of servers and services in enterprise environments.
  • Genesys - GETS/Avaya/Aspect UiP 7.x/UCCE
  • NICE/Nuance
  • Business Case and Justification analysis, creation and tracking
  • Budget and Cost Control as well as cost estimates and tracking
  • Facilitate leadership and team discussions geared towards technical enhancement.
  • On-Boarding / Director Level Off-Shore Resource Management /Vendor Management
  • Genesys/Aspect/Siebel/Ms Dynamics customization/IVR/CTI Design and Architecture
  • OSS/BSS Operations/Business Support Systems Unified IP / Session IP
  • Genesys Alcatel-Lucent UiP/CTI Security Management
  • BT British Telecom / Cisco Presence WAP/ RF/UIP
  • TCO Total Cost of Ownership Six Sigma metrics
  • POC Proof Of Concept Quantitative/Qualitative Six Sigma Type metrics
  • Core to Hosted PBX systems migration and program manager
  • Cloud Technologies Implementation Program Management
  • Citrix Xen/Desktop Mobile
  • Disaster Recovery / Change Management / Virtualization
  • SalesForce / PeopleSoft
  • All project successes measured based on quantitative and qualitative matrix
  • Projects closeout reviewed with initial project requirements document
  • MS Project / Agile / Waterfall / Scrum / RUP / SharePoint tools and utilized methodologies
  • Qualification/Validation/V-model/CSV/Life Sciences

EXPERIENCE

Confidential

Sr. Validation Consultant

  • Test Validation to GxP/GAMP
  • Validation based on the V-Model
  • Create Validation Master Plan
  • Validation Reporting Documentation Based on FDA/EMA
  • System/Process Qualification
  • LifeScience
  • Data Center Installation and Qualification

Confidential

Sr. Program Manager

  • Project Management Full Life Cycle
  • Created WBS and wrote Project Plans
  • Managed Off-Shore / On-Shore Project Teams
  • Managed Data Center move and upgrade
  • Managed Project budget of 7M
  • Managed and mitigated risks through analysis
  • Managed project team of 22 resources, included but not limited to Vendors
  • Utilized SDLC/Agile/Waterfall/Six Sigma/RUP Methodologies
  • VoIP/CTI Migration Avaya Cisco
  • NICE/Nuance
  • Created RFP for preferred vendors engagement
  • Cisco Unity/Call Manager Implementation /UCCE
  • Avaya Contact Center/UCC Unified Communication Collaboration MCC Multi-Channel Communication
  • SIP Trunks/Client implementation
  • PBX/Tie Line/PRI implementation
  • Project Definition Planning/Tracking/Management
  • Data Analysis/Build/QA/Modeling/UAT/Integration
  • Negotiate Project Costs, Budgetary Constraints and Funding
  • Created Lean Six Sigma Quantitative / Qualitative Matrix
  • Conducted White Board Sessions with preferred and prospective Vendors
  • Wrote SOW based on Business/Operations Requirements
  • Created Project Delivery Dashboards for Executive Sponsors
  • Created WBS / Resources / Budget
  • Core to Hosted PBX migration Implementation / Program Management

Confidential

Sr. ProgramManager Professional Services / Client Specific / Avaya

  • Project Management Full Life Cycle
  • Created WBS and wrote Project Plans
  • Managed Off-Shore / On-Shore Project Teams
  • Managed Project budget of 15M
  • Managed Data Center installation, moves and upgrades
  • Managed and mitigated risks through analysis
  • Managed Project Team of 30 resources,included but not limited to Vendors
  • Utilized SDLC/Agile/Waterfall/Six Sigma/RUP Methodologies
  • Avaya/Nortel IVR PBX/VoIP/CTI Implementation
  • Managed Project Team KPI as well as stakeholders Deliverables and expectations
  • Simplify management engagement, while, lowering costs and improving performance of enterprise services and environments
  • Genesys CTI/ client implementation
  • Avaya/VoIP Genesys SIP migration and new sites implementation
  • OSS/BSS Integration Systems / Billing / Asset Management
  • Risk/ Root-Cause Analysis
  • Delivery / Engagement / Transition / Operations / Maintenance Management
  • Created and Documented Lessons Learned and Training Material TriFold/Manual Creations
  • Lean Six Sigma Methodologies / Quantitative / Qualitative Customer Bank OfAmerica / Credit Suisse
  • Performed migration from Avaya to Cisco
  • Accomplishments
  • Project completed on time, 2 below budget
  • Anticipated Revenue US 1M annually
  • 100 Customer Surveyed Satisfaction

Confidential

Sr. Program Manager

  • Company Merger Applications modification
  • Project Management Full Life Cycle
  • Created WBS and wrote Project Plans
  • Managed Off-Shore / On-Shore Project Teams
  • Managed Project budget of 10M
  • Data Center moves, upgrade and site installation
  • Managed and mitigated risks through analysis
  • Managed project team of 24 resources, included but not limited to Vendors
  • Utilized SDLC/Agile/Waterfall/Six Sigma/RUP Methodologies
  • Simplify management engagement, while, lowering costs and improving performance of enterprise services and environments
  • Data Management, Analysis, Modeling, Integration and Implementation
  • Migration from Analog to VoIP
  • PBX Configuration/Implementation IVR
  • Saleslogic/force / Maximo/Application Release management
  • Migration from Cisco to Avaya Contact Manager
  • Avaya/Cisco Migration Genesys CTI MOC Microsoft Office Communicator UiP
  • Genesys SIP client Avaya migration and implementation
  • Siebel/MS Dynamics CRM implementation and migration
  • Cisco Call Manager CCM IVR/Siebel CRM/Genesys SIP client CTI implementation
  • WFM / CTI Desktop Analytics
  • Provide hands-on program management functions, and engage project leadership and key stakeholders through all project phases. Facilitate project meetings, provide up-to-date and candid status updates, as well as ensure visibility and availability of project information. This includes but not limited to:
  • Monitors and controls project scope and ensure proper change control procedures are followed on all change requests
  • Identify, assess and monitor risks and make mitigation strategy recommendations
  • Work with IT leadership and Functional Leads to develop and maintain an up-to-date integrated project plan
  • Identify, manage, and negotiate for critical project resources
  • Maintain up-to-date project documentation and comply with EmblemHealth Enterprise Project Management standards and policies
  • Identify, verify project cost estimates. Develop project budget as well as track and reforecast project cost projections.
  • Interface with Executive leadership to remove barriers that slow or prevent the successful delivery of the project's scope and objectives

Confidential

Sr. Program Manager

  • Citrix Xen/VmWare
  • Application release management
  • Maximo asset management systems
  • Create Project Charter for VmWare/Back-up Project
  • Create CTQ for Project Scope
  • Create WBS
  • Communicate Project Scope to Project managers
  • Managed 4 vendor Project Managers
  • Create Project Financial Portfolio
  • Manage day to day project execution and implementation process
  • Facilitate project team weekly meetings and RACI updates
  • Manage Change Management, Security, Compliance, Risk analysis and DR processes
  • Accomplishments
  • Successfully virtualized 120 Servers 100 Customer Satisfaction Recognized revenue US700K. Utilization of additional space saved on previously leased building over US50K per month

Confidential

Program Manager

  • Lean Six Sigma Quantitative and Qualitative Dashboard Matrix
  • Manage Nortel/Avaya/Cisco/Microsoft Dynamics/Oracle/SAP AG vendor implementation requirement and Contact Center Design architecture
  • Cisco CM / IVR / Genesys CTI / SIP Client Cisco VoIP/UIP/UCC
  • OSS/BSS CRM Integration
  • Ensure SOW statement of work and BOM bill of material compliance
  • Manage VoIP/CTI Genesys /CRM Siebel / KM Consona call center Meridian/Avaya/Symposium conversion
  • Managed WAP implementation for WiFi technologies 802.11 standards
  • Cisco Call Manager and Call Manager Express
  • SIP Session Initiation Protocol /HiPath Open Communication Systems Pilot/Beta POC Vendor Management / Customer Requirements Deliverables
  • SOx Security levels alerts Compliance and FDA validation PM
  • Manage IT security and backup/DR vendors
  • Managed implementation of Cisco Call Manager and Unity CRM/CTI with Consona KM and Training Manual Creation
  • Coached, managed and mentored 25 IT Project Team stakes holders, to ensure delivery and accountability.
  • PeopleSoft/SalesForce
  • Accomplishments
  • Successfully implemented POC / LAB 100 Customer Satisfaction Surveyed Recognized revenue US2M annually

Confidential

Project Manager

  • Technical Infrastructure Project Manager managing complex projects with sub projects within them. I.e.,
  • PBX integration Cisco Unity IVR /Siebel/Genesys CRM with SAP AG KM
  • Support of the Program Manager on all CTI/CRM/VoIP/KM project deliverables.
  • Use of project tools such as MS Project in Project tasks, sub tasks, dependencies while producing status reports.
  • Management of, not just projects, but members of the project teams.
  • Develops project plans specifying goals, strategy, staffing, scheduling, identification of risks, contingency plans and allotment of resources for each phase of the project, and arranges for recruitment or assignment of project personnel
  • Communicates project schedules, deliverables, milestones, and required tasks to team members, IBM and the client in coordination with the Program Manager
  • Prepares project status reports and keeps management, clients, and others informed of project status and related issues, including financial status against the plan
  • Updates the project plan, at the direction of the Program Manager, with changes from original specifications
  • Accomplishments
  • Successfully completed project 7.2 below budget
  • 100 Customer SatisfactionTotal Recognized revenue TBD At least US 500K

Confidential

Contract Client American Express Financial / McKinsey Investment Office

  • Create project scope for Hedge Fund Interaction Contact Center Application
  • SEC /SOx security levels Compliance Application / Backup and Recovery PM
  • Hedge Fund Web application Management / Monitoringtraining KM system
  • Managed Architecture/Infrastructure/Security/Network Engineers and Developer teams
  • Identified and assigned technical experts and key players deliverables
  • Managed implementation of previously started Avaya to Cisco IVR/ Unity / VoIP LAN/WAN/SIP Client Project
  • ITIL IT Infrastructure Library and ITSM Directory management
  • Coordinated all IT Projects and Budgets, as it relates to IT investments and accounting
  • Managed all IT related On-boarding initiatives
  • Utilized Six Sigma and Rational Unified Process methodology. Project Management Institute SDLC/PDLC Principles and Methodology
  • Implemented VoIP Voice Over Internet Protocol CTI Computer Telephony Integration call center system and HRIS Systems
  • Managed Team of Technical Subject Matter Experts related to project deliverables, including Network architects, engineers, developers and IT Security team
  • Created and managed Project Team and assigned appropriate project deliverables based on individual SME Subject Matter Expert
  • SOx Levels Compliance and Procedures Manual/Technology Implementation
  • Manage Multiple Technology Project Teams simultaneously and day to day IT operations
  • Identify, implement and develop processes, tools and other improvements to help associates analyze and report data efficiently increased level of factual communications with both internal and external customers
  • Strategically drive participation in cross-functional teams to enhance customer satisfaction, improve business process improvements
  • Reduced average number of rescheduled projects by 50
  • Responsible for directly managing customer engagements to meet customer satisfaction and company revenue goals improved strained relationship with external customer
  • Manage all phases of project
  • ITIL IT Infrastructure Library and ITSM Directory management
  • Accomplishments
  • Successfully implemented Bloomberg Investment systems 100 Customer Satisfaction

Electronic Data Systems

Confidential

  • VoIP/LAN/WAN/CTI/CRM Senior ProjectManager Consultant
  • 20M -Initiation to Implementation of CTI/IVR/VoIP Technology Computer Telephony Integration/Individual Voice Recognition/Voice over Internet Protocol Customer Relationship Management
  • Bid Processing and negotiations with Nortel and Cisco Networks
  • Cisco Unity/VoIP/Nortel PBX
  • Avaya PSTN Network CRM/Consona KM / Siebel integration using both IP/Digital and Analog technologies
  • Avaya/ACD / Symposium / Modeling and CRM/KM Forecasting
  • TCP/IP Data/Voice Network Integration/Siebel 7.x CRM Project Manager/CTI
  • Siebel Configuration SQL Server/Implementation/Training
  • Clarion/Siebel/Aspect Configuration and Development
  • Vendor Management, Negotiations, RFP and bidding
  • SQL / IBM Websphere dBase server administration and maintenance
  • SCM Infrastructure Design Change Management and Firewall Security Administration
  • ITIL IT Infrastructure Library and ITSM Directory management
  • Coached, managed and mentored 50 IT Project Team stakes holders, to ensure delivery and accountability.

Electronic Data Systems

Confidential

  • CTI Infrastructure Engineer/Sr. Project Manager/CAP Manager 20M Project
  • Managed all Project Initiatives identified in Project Office and assigned to PM Team
  • Defined Project matrices' and ROI as agreed by customer
  • Utilized the Six Sigma Project Management Methodology including Capital Management
  • Developed Master Schedule/Project Scope for WAN/Move/Changes/Adds IT implementation
  • Present weekly project Dashboard to CIO and executive management team
  • Document project status during weekly Project team meeting
  • Manage Cisco/Nortel Switching and routing architectural team
  • Established and identified competitive strategies for Off-Shore Call Center using Siebel Customer Relationship Management
  • Managed module Implementation throughout India, Thailand and Barbados
  • Generated Customer Management net profit of over 60 utilizing graphic user interface design and interaction
  • Managed IT Architect teams designs using various hardware vendors including Cisco, Siemens, 3Com, Toshiba, Samsung, Ericcson and Nortel
  • Assigned to Call Center Genesys integration for DecisionOne, Sprint, American
  • Airlines, National Car Rental, GM and MCI/Woldcom. Managed maintenance vendor
  • to ensure adherence to contractual service level agreements, and budgetary constraints
  • Systematically drove and implement change through team efforts
  • Manage Team Programmers, Developers, Coders, Architects, Vendors and Engineers
  • Responsible for managing the design, implementation and maintenance of functionally
  • Project Management consultant for Fortune 500 clientele
  • Lead, facilitate, and execute high impact, continuous improvement projects using Six
  • Sigma methodology to deliver desired results within a specific time frame.
  • Monitor projects initiation, inception and delivery, while interfacing with customers
  • at different technical, management and administrative levels.
  • Identified, implementation, testing, and client training for Voice, data and Web designs
  • Responsible for mentoring and coaching Six Sigma Green Belts.
  • Identify, documented and leverage best practices and lessons learned
  • Implement Six Sigma and Lean Manufacturing Tools to improve processes and ensure
  • gains are sustained. SQL / IBM Websphere dBase server administration and maintenance
  • SCM Change Management and Security Administration
  • Project Office Assignment
  • Manage Call Center Aspect Ensemble Pro Switch Configuration and Installation Project as well as
  • Siebel to Clarify Integration using SQL servers. Network Security
  • Firewall/VPN/Cisco/CTI
  • Managed and designed cable system installation to wiring closet with Fiber repeater as
  • well as using some copper.

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