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Senior Project Manager Resume

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UsA

SUMMARY:

Senior Management Professional with extensive experience in consumer/product management and business development. Multifaceted, highly motivated and driven, offering more than 15 years of high level consumer services and project management expertise, complimented by solid business acumen and a proven ability to significantly enhance the bottom line.

PROFESSIONAL EXPERIENCE:

Confidential 8/2011 - present
Consultant (Program/Project Manager)
Perform as a technical program/project manager, providing infrastructure designs, documentation standardization and customize stencils and shapes while assisting colleagues in Infrastructure Architect Systems and Migration projects for Bank of America’s monitoring systems.

  • Manage the Line of Business and user relationships regarding technical issues, UAT, and design constraints, engaging the Subject Matter Experts from within the Bank of America’s team members, as needed to achieve clients’ goals.
  • Manage a team of resources consisting of QA testers, Database Administrators, Business Analyst and System Engineers.
  • Assure that all designs, installs, adds and changes to hardware, OS and application software, along with data streams, protocols and data types conformed to Bank of America’s PCI policies, governmental compliance laws and standards.
  • Prepare and present complex reports and/or expenditure forecasts for budget purposes. Established monthly budget and updated WBS. Successfully set strategy and managed projects with budgets of up to $6MM.
  • Responsible for assessment delivery with a targeted reduction 40% of servers over 12 groups within the Bank of America community. Lead project responsible for saving approximately $50K per year in IT spending by creating and managing the implementation of an application solution to allow bank personnel to access corporate computer network via virtual real time communication.
  • Interface with all application development teams for change management, release planning, capacity planning and emergency maintenance services.
  • Manage upgrades on all production equipment to enhance corporate capabilities, including installation of VMware clusters, SANs and server backups.
  • Responsible managing the migration of services from a physical environment to a virtual environment.
  • Present weekly reports to clients and senior management and achieved client approval of 95% of enhancements. Develop scope documentation, project plan, and WBS.

Confidential 2008 – 2/2011
Senior Project Manager 
Managed large complex projects consisting of over 300 billing system enhancements and networks with a program budget of $20M - $100M a year for several of the company’s highest volume customers. Worked closely with vendors’ senior management teams to ensure that programs came in ahead of schedule, exceeding specifications, while meeting budget (including approved changes). Worked with clients such as Bank of America, MasterCard and SAP by complying with their policies and procedures.

  • Created and managed the work plan and resources (Developers, Engineers, Business Analyst) for the implementation of DSL, IVR, and telecommunication networks. Served as liaison with the corporate level Project Management Office (PMO) for issue resolution, scope definition and deployment activities.
  • Provided balanced recommendations and support for all phases of product/software/application development lifecycle.
  • Performed objective assessment of the SDLC processes and capabilities to effectively mitigate risk and test a Point Of-Sales/Service applications. Successfully implemented and incorporated principles for managing the project from a Waterfall process to an Agile process.
  • Inherited “in jeopardy project” and through series of actions while preventing loss of account through, reconciliation of adjusting the scope, implementing monthly status, budget and forecast tools/processes, creating resource loaded project plans and refining issues and risks.
  • Evaluated and selected CRM (Customer Relationship Management) system to meet business needs of sales, marketing, and customer service organizations.
  • Developed time and cost estimates, project plans, and tracked project performance improving cost savings by 20%.
  • Facilitated appropriate communication Waterfall methods and tracking tools to ensure identification and management of risks, mitigation strategies and escalation channels.
  • Ensured performance targets (Cycle Time, Productivity), data integrity and quality for milestone/system events, while managing customer relationships to minimize project errors and escalations.
  • Supervised team of 12 Project Manager Level 1s including direct and cross functional resources including AT&T Global Services

Confidential, 2006 - 2008 
Senior Contract Management/Product Development 
Developed, managed RFPs, and effectively edited the creation of proposal response to ensure legal compliance on a variety of custom and multimillion-dollar sales opportunities. Reviewed and responded to contractual issues presented by both internal and external customers.

  • Led team with new process developments/learning curves to help promote accountability and efficiency with provisioning and managing projects; managed accounts through Siebel CRM tracking and Oracle’s Peoplesoft Enterprise Supplier Contract Management application.
  • Developed, recommended and oversaw policy changes and enforced methods and procedures as they related to contract administration and retention. Negotiated with various internal departments (i.e., IT, Sales Operations, Billing) to create and implement workable flows and enhance performance of existing procedures.
  • Interacted with Senior Management and Sales teams in administering the use of Siebel automation tools improving the overall order processing time.
  • Provided strategic and tactical execution of selected process, procedure and tool implementation recommendations.

Confidential, 2002 – 2006 Service Delivery Project Manager 
Coordinated and monitored implementation of projects to ensure customer satisfaction using a PMBOK method. Tasked with the strategic planning, development, and adoption of knowledge management systems that foster an efficient knowledge driven workforce.

  • Developed implementation schedule, prepared and coordinated training needs. Directed implementation upon approval by senior management.
  • Created and implemented a new process and procedure that helped reduce error rates from 75% to 6.7%
  • Produced a daily status report that reflected the status and progress of testing for the current and upcoming releases. This included producing metric reports for defects and test execution as well as pursuing additional details for critical issues while increasing customers’ service level agreement (SLA) rate by 96%.

Confidential, 1998 - 2002
Collection Specialist/Supervisor/Manager
Made decisions that promoted customer satisfaction, while reinforcing BellSouth goals for revenue protection, including: handling adjustments as appropriate for resolving discrepancies, facilitating payment arrangement negotiations, and extensions of credit.

  • Trained and supervised representatives to oversee the entire customer service/collection operation.
  • Resolved escalations while dealing with irate customers.
  • Recognized as top performer for three out of four years while in Credit Collection Management winning the Pinnacle Award presented by the President of Consumer Relations

Confidential, 1991 - 1998
Electronic Technician (active-reserve)

EDUCATION:
Bachelor of Science, INFORMATION TECHNOLOGY

Arts, PSYCHOLOGY

TECHNICAL SKILLS/TRAINING:

  • Microsoft Certified Engineer, Linux, Cisco Certified Network Associate
  • Network Administration Diploma (The Chubb Institute)
  • Project Management certificate
  • Six Sigma certified
  • MS Project, Basecamp, Clarity, Excel, Access, Sharepoint, Remedy, Citrix, Nexus, Power Point, Visio, Outlook

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