SUMMARY:

• Certified Project Manager with sixteen years of experience in Computer Operations and Call Center Service, Telecom/Wireless, Technical Support and Project Management
• Sixteen years of progressive computer/network operations experience in large global data centers migrations with mixed computing environment including security, network, visitor management systems, customer success
• Twelve years of project/program management processes (e.g., PMBOK, Lean, PMI/PMO, SCRUM, Waterfall, Agile, etc.) and project delivery methods and tools with the ability to develop new business based upon project objectives and constraints for Financial, Healthcare, Legal, IT, Insurance and Support services, HR systems
• Proactive, results driven, “get - it-done” self-starter known to initiate process and system improvements to increase system stability, staff productivity, and effervescent management skills

TECHNICAL SKILLS:

• Active Directory
• XML
• Business to Business
• TFS Server
• Tableau Solution Implementations
• Adobe Acrobat
• MS Office 2016
• MI/PMO
• Excel
• Microsoft Suite
• ADP
• TFS
• JIRA
• Zoom
• Kanban
• Avaya
• Office 365
• DFS/DFS R Windows Server 2012
• SolarWinds
• I3 Interaction Intelligence
• Microsoft Exchange
• Microsoft Project
• Citrix XenApp
• Windows Server 2003 & 2010
• XP
• Windows 7
• TCP/IP
• VPN
• Blackberry Enterprise Server
• Informatica 0.1 Migration Tool
• Guidewire Software
• Quest Migration
• IPad iPhone
• Office 365
• Veritas Backup Tape System
• Norton Antivirus
• Symantec
• CRM
• TrackIt
• Magic BCM/HEAT
• Remedy BMC
• Saleslogics
• Salesforce
• GHOST
• Dell
• Java
• Oracle
• WebEx
• VNCViewer
• Clarify
• IBM Lenovo
• VMWare ESX
• SCCM & STCM
• Backup Exec 2010
• Project Management
• Project Server 2010
• Exchange 2010
• Windows 2008 R2 Domain Upgrade
• Forefront Identity Manager 2010 R2
• Clarity PPM

PROFESSIONAL EXPERIENCE:

Confidential

Consultant - Program/Project Manager

Responsibilities:

• IT project manager that lead the full cycle of all SDLC projects including ITIL, SAAS, HCM, CRM, for eleven years at a consulting firm. Utilized JIRA software for project tracking. Managed projects for scalable solutions, estimates, product management, on budget completion with profit and loss, resource plans and status reports to project dashboard; tracked key project milestones and adjusts project plans and/or resources.
• Exceeded all key goals and milestones through entire Project Management Lifecycle with Enterprise Content Management and Workforce Digital Asset Manager in a network/software environment utilizing JIRA. Worked with stakeholders to obtain all project resources and worked with TFS Server on multiple projects.
• Improved revenue per SaaS client by $4,250 through consultative sales training. Increased new customer project prospects by 17% the first two years as a PM. Managed chargeability of multiple project resources deployed.
• Developed project program work plans with infrastructure related environments. Knowledge of digital global ecommerce marketing technologies. Familiar with Content Management systems, Google analytics and digital marketing on multiple campaigns.
• Established leadership within a matrix environment and implemented SDLC (Software Development) and AGILE project management processes and methodologies to ensure projects were delivered on time, within budget adhere to quality standards, and meet customer expectations. Wrote functional specs for all projects and daily use of GoToMeeting, Amazon Redshift, and knowledge of Primavera P6 for timekeeping.
• Created and initiated project scope, milestones, deadlines, bottlenecks, project goals, project budgets, project schedule, project charter, risk and task management. Identified and managed cross-project interdependencies on each project. Successfully upgraded network data centers and created CRQ creation and approvals.
• Scrum Master on projects and delivered the day-to-day operational and tactical aspects of multiple large-scale business projects. Reviews high-level deliverables across projects with accounts ranging from $1 Million+. Technical focus on RFID with project architecture planning and execution and e-commerce vendor management utilizing Liquid-Planner.
• Optimized multiple big data platform projects. Defined and managed scope, test plan development, formal reviews, provided project alternatives, liaison between developers and stakeholders, mitigated risk management across ALL OSP/Office 365 projects. Conducted all project kick offs with a value and project quality driven approach. Working knowledge of MS Team Foundation Server.
• Initiated and attended all kick off meetings, set all deadlines, transitioned projects from sales into conception phase, established milestones, assigned task responsibilities, and coordinated all updates to stakeholders on project program updates. Identified and gained allocation of project team resources; obtained business and information technology sponsor approvals; and coordinated the resources necessary to successfully complete the project. Assisted with Marketing for project research, and proposal/ product management and managed asset management on all projects.
• Researched policy and procedure to make recommendations for big data projects with the ability to read and interpret drawings and diagrams. Defined project team and call center department structure. Lead multiple teams through development, and migrations for success factors and processes. Managed content management projects with Drupal and facilitated conflict resolution amongst the team as well as project stakeholders with client relationship management.
• Delivered ITIL transformation experience with a laser focus on problem, knowledge, release management solutions, and content assets as well as trained all client partners in using content management systems. Proactively identified areas for milestones, project dependencies, and critical path for multiple projects. Developed and delivered multiple project reports for stakeholders. Provided recommendations for process improvements and initiated Change and Release management accordingly depended on each project.
• Practiced Scrum Framework to deliver and facilitate product delivery on multiple projects. Managed two iOS upgrades in an enterprise DC environment for two separate clients. Established vendor relationships for all projects. Identified strategic input to complete all projects. Lead complex projects from inception to end with a laser focus on time and cost management.
• Created custom drawings for department video surveillance and followed compliance on access control. Implemented disaster recovery and kept up to date with data cabling. Integrated and implemented service platform projects. Negotiated with other PM’s on other projects for certain pricing. Laser focus on business continuity and data analysis for continued success. Approved OSP invoicing and recommended feedback on timeliness and format, proficient use of SmartSheets as a scheduling tool on projects.
• Delivered detailed project program specifications for multiple clients, accurately provided full program communication internally and externally. Assisted senior level Engagement Managers on multiple projects to ensure quality and seamless execution. Knowledge of Adobe analytics, SQL and relational databases.
• Facilitated meetings, kick off meetings and project sprints throughout all project lifecycles. Worked closely with the IT Director to all Key Performance Indicators (KPI’s). Drove initiatives with Mobile Device Management on several projects.
• Measured progress toward goals and revises project objectives; documented applying change control procedures. Evaluated the impacts and risks of changes from multiple perspectives and provided different risk mitigation strategies, assigned tasks that are necessary to reduce or eliminate those considerations, determined tentative implementation dates, tabulated results of the implementation. Developed requests for proposals (RFP) and source of work (SOW) and created Request for Information (RFI) accordingly.
• Contributed methods to measure customer satisfaction and reduced costs and drove efficiencies with implementations; obtained feedback at critical milestones and at project completion to ensure that project efforts meeting customer expectations for time, cost, and results. Anticipated and identified tasks required to support change processing including performing change impact analysis, assigning tasks to project team members, infrastructure consolidations, verifying that tasks are completed, and communicating implementation status.
• Scrum/Kanban Master with specific AGILE/Waterfall SDLC project planning, monitoring, and appraising job results; coaching, counseling, system analysis, technical design, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and compliance procedures.
• Maintained staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities. Strategically maintained the organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
• Verified application results by conducting system audits of technologies implemented. Recommended information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Proactively updated all business management & senior IT peers on incident management issues/resolution & next steps, effectively developed, maintained and implemented standards, policies, and procedures for the IT Infrastructure that ensures authorized use and Sarbanes Oxley compliance and IT controls. Manage production of OSP projects from initiation to completion.
• Worked with JIRA project software for issue tracking as a software solution designed to improve code quality and speed development for software development teams. Strategically managed investments, resources and commitments using sophisticated evaluation and selection criteria, creating and optimizing planning scenarios, communicating decisions, monitoring progress and managing new ideas.
• Managed scope and mitigates risk management across Tableau Solutions. 100% customer facing role, possessed the critical skills to collaborate effectively with other support staff and stakeholders in defining technical processes that can be extended, and improved. Implemented full cycle of Tableau server onto Amazon Web Services.
• Implemented Tableau Solutions with a team of thirteen, and reviewed the Code of Federal Regulations and interpretive guidelines as it relates to the certification and licensure process. Well versed with Rabid Start Tableau Implementation methodology.
• Designed, built, configured, installed, monitored and supported multiple telecommunication projects. Experienced managing large-scale business software implementation projects (ERP, CRM, SCM, EDW and third-party Data Warehouse solutions). Creation of ‘actionable items’ for all team members.
• Optimized and managed Change Management and provided analytical and tactical execution throughout all project and SDLC lifecycles. Enabled sponsors for change and created custom status reports.
• Evaluated the scale of multiple projects using Microsoft Project and Agile methodologies, collaborated with senior managers to set its goals clearly and defined deliverables supporting company and surpassed all project goals. Established relationship management between all departments.
• Lead cross-platform cross functional projects from mobile to desktop and occasional email campaigns for several clients. Served as the primary generalist internal point of contact for project deliverables, features, due dates, contacts, and budgets.

Confidential, Atlanta

Project Lead

• Provided tier 3 level telecom/wireless technical support for IT infrastructure supporting 2000+ employees throughout the Atlanta area. Troubleshot hardware, Windows NT/2000 and mainframe environment. Knowledge of Avaya, Cisco and Nortel. Managed telephone system projects and interfacing with voting systems.
• Responsible for identifying when issues are related to Upper, Physical, or Head End/Video issues, was responsible for over 8 employees by training, education, and implementing new policies and procedures. Team lead on multiple telecommunication projects.
• Citrix XenApp was utilized on all laptops for employees in the field to control encrypting access to data and applications to improve security, it was used to deliver applications instantly to users anywhere on any device