Customer Project Manager Resume

TECHNICAL SKILLS:

WORK EXPERIENCE

Confidential

Customer Project Manager

Responsibilites:

As part of the Ericsson PMO for Managed Services I delivered operational services (software upgrades and infrastructure build - outs) into the customers 3G/ 4G network.
Delivered over 50 small to medium size projects in the Sprint RAN Network on time and with in budget.
Ran between 5 to 8 projects at a time with budgets between $200,000 and $1M with a yearly budget of over $4M. Managed between 7 - 15 direct reports, and many others reported to me indirectly to complete required tasks e.g. Supply Chain, Field Service, RF Engineering Technical Support. Single-point-of-contact (SPOC) to the customer for all process areas of the project ensuring high levels of customer satisfaction by bringing projects in on-time and maintaining a high quality delivery.
Key contributor as part of a task force to transform and create processes for the software upgrade services, changing it from a local to a global staffing business model to gain competitive pricing on these services.
Provided key input to PMO processes based on business management and project management to align with our strategic objectives.
Recognized by the customer multiple times for going above and beyond as a loyal and trusted partner. Recognized by Ericsson executive management for successfully delivering a highly sensitive, critical software upgrade project, completing it early and under budget.

Confidential

Service Delivery Manager

Responsibilites:

Managed a regional wireless operator in the United States.
Main customer interface for all service delivery towards the customer. Responsible for establishing and maintaining effective governance
processes in close partnership with the Customer Operations organization.
Ensured the quality and profitability of software, hardware and technical support services were delivered in accordance to the contractual obligations within the Service Level Agreement (SLA) contracts resulting in high customer satisfaction.
Accountable for all customer emergency events ensuring timely resolution, and communication to executive management with ownership of the delivery of the root cause analysis to the customer.
Lead a team of technical support engineers to ensure their effectiveness and appropriate engagement with the customer to resolve all issues in their network within the agreed SLA.
Weekly progress reviews with customer operations personnel of all trouble tickets opened on issues found in the network.
Owned performance metrics and presented to the customer at Quarterly Business Reviews confirming contract adherence.
Partnered with sales, project management, order management, technical support and delivery teams to drive revenue, manage costs, maximize cash flow and ensure a positive customer experience.
Recognized for finding and recovering over a $1M billing error in hardware services for our department that had gone against our budget.

Confidential

Sr. Engineer

Responsibilites:

Emergency Recovery Customer Support for Ericsson GSM Voice Core and Data Core Networks.
Recovered network outages through highly complex analysis to isolate single and multiple, hardware and software faults within the network.
Interfaced with the customer during system outage to ensure the communications of all the recovery actions were understood, and agreed to before performing next steps.
Crisis management during severe weather events.

Confidential

Project Manager

Responsibilites:

Project managed multiple medium and small projects at the same from initiation to close for the delivery of Assisted Operate Services to the
Major North American CDMA and GSM wireless operators providing software upgrades, consulting, and on - site training services.