SUMMARY:

• 15+ years of experience in working in a PMI environment as a PMO Structured Project Manager.
• 15+ years of experience in managing financials, resources, vendors
• 15+ years of experience in implementing, managing and handling Avaya & Cisco VoIP projects.
• 10+ years of experience in Infrastructure Project Management.
• 10+ years of experience in working Cisco Networking Hardware (Switches & Routers)
• 10+ years of experience in working with CTI applications such as Genesys, Mega, etc.
• 10+ years of experience in Managing Banking/Financial Projects.
• Member of the National PMI and South Florida local PMI Chapter.
• Candidate can work both on site or remotely.
• Excellent communication and interpersonal skills.
• A highly motivated, results - focused Senior Telecom Infrastructure Project Manager with more than 20-year experience in Engineering, Management, Sales and Services as a vendor and customer role alike.
• Encompasses strong leadership and successful team-building capabilities combined with excellent technical and project related communication, presentation and customer service skills. Program Management responsibilities - managed other Project Managers.
• Resourceful problem solver and magnificent entrepreneur with proven ability to bring quick resolution to challenging situations.
• Implementation of Cisco IPT Call Center Platform - Unity Massaging System - Routers and Switches.
• Implementation of Cisco VoIP Call Manager System Platform - Routers and Switches.
• Implementation of Avaya Aura Suite Platform Avaya Modular Messaging - CMS - Routers and Switches.
• Relationship builder with vendors, clients and team members alike.
• Experience using MS Project, JIRA, Clarity, PMUWS, Planview, Stamp and other financial spreadsheets.
• Financial management responsibilities to forecast, identify actuals and manage variances to a maximum 2%.
• 24 by 7 service support management experience.
• Data and Voice infrastructure design discussions with company architects. FSD documentation development.
• Financial responsibilities and accountability to provide monthly forecasting, actual, capture and variance expectations.
• Associated with PMI structured PMO organizations, PMI training and practice for the PMP certification.
• Contact Centers - QM - WFM - IVR - CTI - Predictive Dialers - Call and Screen Recording Systems such as QFinity, NICE, Calabrio, NUANCE, Verint, Genesys CTI etc.
• Data Center Implementations, Migrations, Relocations, Expansions - Vendor Management.
• Carrier Vendor Management - Connectivity to remote, local and campus environments. BICSI - RCCD training and experience.
• Languages: Fluent in English and Spanish - Presently Learning Portuguese.

TECHNICAL SKILLS:

DOS, Windows, Novell Netware, Linux, Unix and C. Lotus Notes, Banyan Vines beyond Mail, Internet Browser Microsoft Office Word, Excel, Power Point, Project Server, Micrograph Designer, AutoCAD Rel. 13., Visio

PROFESSIONAL EXPERIENCE:

Confidential

Senior Project Manager

• Coordinated the deployment of new retail sites to be converted to enterprise VoIP cluster in the eastern US.
• Variety of Legacy Telephone Systems being converted to Cisco VoIP
• Avaya ICM, Genesys CTI, WFM, etc.
• Involved with Cisco Switches and Routers, used for TD Bank’s Network
• Equipment upgrades and new implementations as well as Firewall and Proxy changes.
• Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of the extension of the TD Bank’s WAN as well as LAN configurations to allow these sites access to the bank's communications network.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology, vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using Clarity as a management tool.
• Interacted with LOBs, responsible for managing VoIP conversion of all the easter sites.
• contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the ECT team as well as CLT PMO and reported all project status updates as well as project progress to senior management using Excel and Share Point Sites.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.

Confidential, Sunrise, FL

IT and Telecom Infrastructure Senior Project Manager

• Coordinate deployment of new Calabrio 5.1 VoIP Platform for call and screen recording system, Avaya Aura ICM, CTI, WFM, etc.
• Involve with Cisco Switches and Routers, used for CCHS’s Network Equipment upgrades and new implementations as well as Firewall and Proxy changes. Provided MPLS Circuits and SIP Trunks.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology and vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using STAMP as a management tool.
• Interact with LOBs, responsible for managing contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the IT Web, Infrastructure and other teams as well as PMO and reported all project status updates as well as project progress to senior management using MS Project and the new JIRA application.
• Experience with different technologies such as Virtual Hosted Desktop, Active Directory Domain Controllers, Site expansions and relocations, decommissions, as well as new site implementations. Extensive use of RPM tools such as Clarity.
• Coordinate late night and early morning change implementations at least once a week during the length of the projects.
• Coordinate the deployment of the new INI Avaya Portal IVR upgrade using CTI Screen Pops to allow these new Contact Centers access to the company’s communications network.
• Responsible for implementation coordination on third party outsourced contact centers.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.

Confidential, Charlotte, NC

Senior Project Manager

• Coordinated the deployment of new NICE 4.1 VoIP Platform call and screen recording system, Avaya ICM, Genesys CTI, WFM, etc.
• Involved with Cisco Switches and Routers, used for Wells Fargo’s Network Equipment upgrades and new implementations as well as Firewall and Proxy changes.
• Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of the extension of the Wells Fargo WAN as well as LAN configurations to allow these new Contact Centers access to the bank's communications network.
• Project Management responsibility of infrastructure voice projects from initiation to closing.
• Responsible for managing resources, technology, vendors.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections, actuals as well as managing variances. Using STAMP as a management tool.
• Interacted with LOBs, responsible for managing contact center implementation to be in compliance with government regulations and other requirements.
• Responsible for all communication between the ECT team as well as CLT PMO and reported all weekly project status updates as well as project progress to senior management using Planview and the new PMO application called PMUWS.
• Contact Center technology production management and support, technology change and implementation management, program and project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.

Confidential, Charlotte, NC

Senior IT Project Manager

• Responsible for all communication between the LOBs, TI team as well as PMO and reported all updates as well as project progress reports to senior management.
• Involved with Cisco Switches and Routers used for BAC Baronet Network Equipment upgrades and new implementations as well as Firewall and Proxy changes. Provided MPLS Circuits and SIP Trunking.
• Coordinated the deployment of new NICE VoIP call recording system, Avaya VoIP ICM, Genesys CTI, WFM, etc.
• Coordinated the deployment of the extension of the Bank of America's Baronet WAN as well as LAN configurations to allow these new VoIP Contact Centers access to the bank's communications network.
• Project Management responsibility of infrastructure projects from initiation to closing. Responsible for managing resources, technology, vendors such as HP, IBM, etc.
• Responsible for managing project funding and financials to account for all expenditures, forecasting projections and actual and managing variances. Interacting with vendor companies responsible for managing third party contact centers to be used to relief bank's own centers during peak hours and under other circumstances.
• Experienced with different technologies such as Virtual Hosted Desktop, Active Directory Domain Controllers, Site expansions and relocations, decommissions, as well as new site implementations. Extensive use of RPM tools such as Clarity.
• Coordinated late night and early morning change implementations at least once a week during the length of the projects.
• Contact Center technology production management and support, technology change and implementation management, program & project management, enterprise technology infrastructure project management, financial services product application development and enhancements, project office management, business application re-engineering.

Confidential, Richmond, VA

Senior IT Project Manager

• High visibility, where analysis of situation or data was required for review of identifiable factors.
• Cisco Routers and Switches Implementation and upgrades for Call Center & Data Center Migration and Consolidation.
• Managed the implementation of three NICE Call Recording Rel. 4.1 systems for Capital One Bank in the USA.
• Exercised the most astute judgment within defined procedures and practices to determine appropriate course of action.
• Decision-making and independence was involved but limited, answering to the PMO.
• Project administration tools to include MS Project, Visio, Excel, Clarity, etc.
• Normally received general instructions on non-routine or new or more complex assignments.
• Decisions were made independently and affected the work of others as well as the customer’s production environment.
• Work was reviewed and measured on meeting objectives and schedules.
• Extensively used RPM tools such as Clarity.
• Coordinated late night change implementations at least once per week.
• Typically dealt with senior and middle management and external equivalents.
• Responsible for communicating assigned portion of project and/or details of the project to others.
• Responsible for varying levels of project schedule creation, development, and execution. Determining resource needs for the implementation of various network implementation activities.
• Communicated and led project calls with engineering resources, businesses project teams, and outside vendors on technical and financial aspects of project to ensure that all milestones are met and budget is adhered to.
• Required to update customer on progress as well as identify any risks.
• Required to provide weekly reporting both internally and externally.
• Creation, development, shepherding, and coordinating implementation of network changes through proper customer channels in accordance with customer policies.

Confidential, Charlotte, NC

CCITT Senior IT Project Manager

• Reported to the CICCT Program Manager on several of the Wells Fargo’s Contact Center teams.
• Responsible for Data Centers as well as Contact Center relocations within the different Groups and LOBs.
• Managed SDLC as well as new and expanding Voice and Data Infrastructure implementation and relocation projects.
• Conducted feasibility study to prove the LINUX capabilities in the Call Center Environment mainly in the Genesys CTI area.
• Systems deployment such as NICE Perform, Genesys CTI, Nortel Succession 1000, Nortel Call Pilot, Nortel Symposium, CISCO Routers and Switches as well as Call Manager, applications such as, CIV Soft Phone, Fusion/PEGA CALL Soft Phone. IVR, etc.
• Created new environments in the DTE LAB using Linux servers for the purpose of doing IVR and Genesys testing as well as Predictive Auto Dialer performance evaluations.
• Ensured Avaya, Cisco and Nortel voice infrastructure is managed to fulfill business needs through ongoing maintenance and support. Making sure that the necessary allocated bandwidth is maintained for proper Quality of Service.
• Diagnosed and resolved communicated issues and accidents to the business and other team members in a timely manner.
• Involved with OPS RISK, Ops. Verifications, WFCC, IRT, HBS, and other Contact center LOBs in their efforts to enhance their investment, banking, mortgage and retirement services.
• Responsible for implementation and enhancements to existing Voice and Data as well as Applications used by our customers in their Contact Centers, especially in Minnesota, San Francisco, Jacksonville, Charlotte and Birmingham.
• Successful management of projects from Low to High Risk, within $2M to more than $2M fully funded projects.
• Responsible for navigating within, PLANVIEW, STAMP, SEAMS, WANDA and other Operations Applications in the effort of creating work orders, change requests and updating and communicating project status.
• Created alliances with other team members such as CPG, Network Engineering, TIG, CCT CAPS, CCT CTI, CCT MIS, etc. to allow for smooth flow into production between resources for the project’s success.

Confidential, Charlotte, NC

Hedge Fund Technology Team Lead

• Responsible to manage and support CITCO’s Hedge Fund technical services, providing guidance and management to every day enhancements required to support existing and future customer demands.
• Reported to the IT Governance’s Associate Director and to the PMO manager, responding to Project Management Institute norms and other service compliance regulations.
• Worked very closely with the Fund Business Manager to identify needs and satisfactorily deliver the required technical services.
• Managed infrastructure implementations as well as relocations and expansions, necessary to satisfy the customer application growth due to diversification of markets and territory expansions.
• Engaged with multiple projects as well as resources, from DBAs to Network Engineers necessary to create the different environments in different parts of the world.
• Liaison with international technical teams throughout Europe, the Americas, the Caribbean, Asia Pacific, etc.
• Responsible for assisting in the coordination of disaster recovery and business continuation efforts to allow flawless and transparent services to the users. Worked closely with the DR team. Assisted in various DR tests utilizing different failover techniques.

Confidential, Charlotte, NC

Senior IT Project Manager

• Assigned to the Switch Upgrade Project to replace Aspect, Intecom and Genesys in an effort to consolidate the company's Contact Center voice infrastructure under an Avaya VoIP Platform Contact Center Solution.
• Cisco Switches and Routers for Network Equipment used to interconnect other Contact Center locations.
• Reported to the Contact Center Applications Team's IT Manager.
• Managed cross functional IT teams for a successful implementation of an Avaya IP S8800 Based state of the art Comm. System.
• IBM - IVR, CTI, Avaya IC, OM, CMS, S8800 CM, MM, CC Routing, IP Infrastructure, CBIS, CMSi, eWFM and other applications.
• Worked with SPS and Avaya as well as Verint Call and Screen Recording, Empirix for System Stress Testing, A.T. &T. Carrier, etc.
• Teaming up with Business PM to provide communication and other deliverables to stake holders.
• Operated under the supervision of Duke Energy's ITG PMO, structure, project execution and delivery of schedule and artifacts.
• Currently, completed Duke Energy's PMO RCPS CBT courses in Status Reporting, Change Management, Initiation Process and PM Approach Overview. Now in the process of completing other PMO related courses as well.
• Firewall and Proxy changes to allow for Applications and other communication devices.

Confidential, Charlotte, NC 

Senior IT Project Manager

• Assigned to the Wells Fargo - Wachovia Merger Program under Technology & Information Group.
• Coordination and execution of implementation, relocation and decommission of Data as well as Voice Servers (TDM and VoIP), coordination of MPLS circuit testing and activation as well as SONET Ring connectivity with Verizon and AT&T.
• Used Planview, MS Project as well as Visio, Excel and Stamp applications.
• Team Lead managing a team of JR PMs involved with relocations in the South Central Region of the US.
• Deployment and relocation of desktop and telecom user equipment and Call Center Employees relocation.
• Data Center, infrastructure and equipment implementation, relocation and decommission...
• Equipment and resources consolidation under said program, Nortel Option 81C, Avaya S8700 PBX, Cisco CM, Aspect ACD, etc.
• Cisco Switches and Routers used for connectivity for both Call Center and Data Center Migration and Consolidation.
• Firewall and Proxy changes to allow for Applications and other device communication.
• Involved in the Wells Fargo Retirement Call Center project to help their Customers have better access to their retirement accounts. SDLC management for new applications. Extensive use of Planview, Stamp and other RPM tools.

Confidential, Tampa, FL

Senior IT Project Manager

• Assigned to JPMC's Contact Center team, responsible for VoIP implementations for Avaya S8700 PBX, Voicemail Systems, CMS, Mosaic Dialers and Cisco Routers and Switches.
• NICE and WITNESS Call Recording systems, Genesys T Server CTI solutions, as well as the necessary infrastructure to support them. Financial & Business Analysis. Avaya CM, Avaya MM, BT ITS p51, NICE Cybertech Call and Screen Recording. Implementation of Cisco Call Manager and Avaya S8700 and G3R Legacy Systems, Intuity Voicemail, CMS, Genesis CTI, IVRs, NICE and Witness voice recording equipment.
• FCE project to migrate the services for all of the Lines of Business into strategically located data centers throughout the nation and abroad providing optimum use of the resources and infrastructure. Involved in the JPMC Home Lending POS project to help Mortgage Customers have better access to refinancing their home loans.
• SDLC management for new application. Managed the implementation of new equipment and infrastructure to help establish MPLS network, SIP and SONET Ring connectivity for Call Centers and offices in the Midwest and the NE of the USA.
• Firewall and Proxy changes to allow for Applications and other device communication.Cisco Switches and Routers used for connectivity for both Call Center and Data Center Migration and Consolidation.

Confidential, Miami, FL 

Senior IT Project Manager

• Assigned to managing EDS, Bank of America/MBNA resources, creating a cohesive environment for this merger.
• Implementation of Cisco Call Manager and Avaya S8700 and G3R Legacy Systems, Intuity Voicemail, CMS, Genesis CTI, IVRs, NICE and Witness voice recording equipment.
• Avaya CM, Avaya MM, BT ITS p51, NICE Cybertech Call and Screen Recording.
• Maintained third party vendors and project team organized and on target to provide excellent service.
• Responsible for use of MS Project, Clarity as well as financial reconciliation of all project expenditures.
• Financial and Business Analysis.
• Scheduled and distributed materials, equipment and work among all team members.
• Implementation of Bank of America's Contact Centers throughout the US.
• Responsible for DR Recovery Platform for NPC-BAMS in El Paso, TX, Louisville, KY, Richmond, VA and Kansas City, MO.
• Involved in the US-Trust and La Salle Banks Network Consolidation - Bank of America team.
• PMO training for Project Manager's Institute for the PMP certification.
• Call Center and Data Center migration and consolidation.

Confidential, Miami, FL

Telecommunications Administrator/Project Manager

• Responsible for Installation, Programming and Maintenance of all company's Telecommunications Systems and Services Projects. Infrastructure design and implementation.
• Telecom Systems to include Avaya G3SI, IP Office, S8710, S8300. 4620 IP, 8400 and 6400 telephones.
• As well as Call Center Applications such as CMS Centrevu System, Definity & Intuity Audix, Modular Messaging, IP Office Mail. Responsible for interfacing with A.T. &T., Bell South, SBC, etc. for proper billing and services. Interfacing with AVAYA and other equipment vendors. Financial & Business Analysis. Interactive Voice Response Unit and also Corporate Offices structured wiring implementation and procurement project. Bill analysis and vendor management. Saved the company $ 550,000.00 in wrong billing. Project Management, utilizing Microsoft Project, Visio, and Microsoft Office.
• Call Center migration and consolidation.
• Telecommunications Experience.
• 20 years of technical experience in voice and data networks.
• Familiarity with AC/DC Power.
• Familiarity with Interexchange Carrier (IXC) and Regional Bell Operating Company (RBOC) operational procedures.
• Familiarity with CLEC's, CAP's and ILEC's.
• Project Management Professional Certification (preferred).
• 20 years’ management experience in relation to small teams.
• Experienced in managing multiple ongoing projects.
• Excellent documentation, organizational and interpersonal skills.
• Call Centers, CTI, IVR, Video and Sales Presentations, Bill Analysis and Quotes.

Confidential, Miami, FL

Field Service Manager

• After Avaya’s spinoff from Confidential, was promoted to Operations Team, became responsible for management of the South Florida’s Avaya aftermarket installation and operations maintenance service department.
• Provided services and customer support to new and existing Avaya customers.
• Coaching and managing a technical force of 22 Field Service Engineers.
• Servicing enterprise AVAYA customers in South Florida, Dade and Monroe Counties.
• Vehicles, materials training and everyday related affairs for the South technical crew.
• Responsible for P & L as well as alternative maintenance contract revenue. Systemax Structure Wiring.

Confidential, Miami, FL

Project Manager

• Responsible for the management of all implementation of Enterprise Business Complex Systems.
• Implementation of Cisco Call Manager and Avaya S8700 and G3R Legacy Systems and peripherals to include, Intuity Voicemail, CMS, Sun Spark, Sun Solaris, UNIX, VoIP, Genesis CTI, IVRs, NICE and Witness recording equipment for the use by our customers Contact Centers throughout the US.
• Engineering and Management to include, Definity PBX G3SI, G3R, Intuity Audix Messaging, OCTEL Messaging.
• Conversant Voice Response System, UPS, Call Accounting Systems, IP Solutions using ECLIPS technology Avaya Routers and IP Servers, etc.
• Resource, time and material management to compensate with P & L, Financial & Business Analysis and Cost management.
• Customer and other vendor management interaction. Microsoft Project, Visio, Microsoft Office. Systemax Structure Wiring.

Confidential, FL

Sales Engineer/Systems Architect

Responsibilities:

• Telecommunications Technical Sales Support with various products.
• Fujitsu PBX, NORTEL PBX's and Key Systems as well as TOSHIBA Systems.
• Telecommunication Experience.
• 20 years of technical experience in voice and data networks.
• Familiarity with AC/DC Power.
• Familiarity with Interexchange Carrier (IXC) and Regional Bell Operating Company (RBOC) operational procedures interacting with CLEC's, CAP's, ILEC's.
• Completed all the Project Management Professional Certification required training.
• 20 years IT management experience in relation to small teams.
• Experienced in managing multiple ongoing projects.
• Excellent documentation, organizational and interpersonal skills.
• Call Centers, CTI, IVR, Video and Sales Presentations, Bill Analysis and Quotes.
• RFP responses and strategic market analysis. Structure wiring. Campus environment.
• Site Surveys, RFP responses, Quotes and Proposals to new and existing customers.
• Liaison duties with vendors such as Graybar, S. North Supply, Wesco, Anixter, Consolidated Datacom, etc.
• Engineering design for Meridian 1 Opt. 81, Bay Networks, Newbridge Network and Honeywell.
• NORTEL products, Companion Wireless, Norstar, Rem. Fiber IPE, Multi-Fiber IPE, etc.
• Video, CCTV and CATV service to Dade County Aviation Department at Miami International Airport.
• Microsoft Project, Visio and Microsoft Office.