SUMMARY

Analytical project manager with 15+ years technical experience and efficiently meet deadlines. Highly effective in strategic planning, full life-cycle implementation of billing software, release management, financial planning, data conversions, software testing, problem recognition / resolution and training. A creative problem solver with strong analytical skills. Recognized as a strong facilitator with the ability to build partnerships across functional teams.

PROFESSIONAL EXPERIENCE

Confidential,Atlanta, GA 2000 – 2010
Resource Capacity Project Manager, Enterprise Program Office 2008 – March 2010
Managed project intake, workforce planning and scheduling for 13 groups, including multiple development, multiple system analyst, architecture and testing teams located in 3 regional offices. Reported to Senior Manager.

• Key member of the start-up resource capacity team; requested by senior manager to join team.
• Interacted with senior management on all issues and analysis of potential risks that could affect project deliverables and release planning, for example, budget impacts, overcapacity of team members, delayed hiring of contract or offshore resources, actual versus projected allocations, etc.
• Assisted leadership team with project assessments for new capital expenditures and release planning by analyzing and reviewing all application impacts, code review, release content and project scheduling.
• Co-authored process and procedures for intake processes, i.e., governance procedures on how the project management team should engage with delivery teams. Defined new processes and new analytical approaches to resource demand forecasting and more effective use of resource capacity information in support of delivery teams.
• Prepared resource planning and data analysis reports on weekly basis for project delivery teams, including manually formatting database output.
• Modeled and evaluated the resource demand that projects placed on delivery teams to identify the available capacity for additional work, unplanned projects; this allowed for potential project trade-offs and risk analysis.
• Led and facilitated biweekly capacity review meetings with resource managers and senior leadership to ensure data and forecast accuracy.
• Liaison for development and testing teams for all Release Management communication and planning, resulting in unambiguous information about capacity versus demand.
• Trained management and project managers on process and procedures along with operation of in-house capacity database and Clarity software, i.e., a performance management solutions software for budgeting, forecasting, planning, reporting, consolidations and analytics. Conducted “how-to” training sessions on weekly basis; answered inquiries directly or submitted new issues to Clarity Software Team.
• Key member of Enterprise Program Office Newsletter Team

System Analyst IV/Project Lead, Confidential, 2006 – 2008
Performed and participated in the data analysis, design, testing, configuration and implementation of complex business systems. Ensured all Middleware projects were evaluated and assessed before development interaction.

• Prepared impact analysis, statement of work and maintained project rollout schedule for new services.
• Met daily with developers and senior managers to discuss upcoming projects, design, code reviews, change requests, budget and status updates which included planning and coordination of all project work activities.
• Represented development team as subject matter expert for in-house application and managed all production fixes/issues on change requests, participated on multiple committees, attended meetings and ensured that all constituencies given opportunity to provide feedback. Assisted members of the development team with deciphering Remedy tickets. Collaborated with members of other development teams to fix software “bugs.”

Confidential,Portfolio and Release Management liaison for all Middleware project status and inquiries; updated others on progress of development and testing of various projects.

• Composed System Analyst and development process and procedure documentation.
• Compile metrics and assisted senior manager with operational planning, budget and annual strategy reporting.
• Managed project assessment, testing, system integration and configuration for the development team.
• Analyzed and reviewed application impacts, risk assessments and release content for project scheduling.

Business System Analyst Lead, Confidential, 2005 – 2006
Subject matter expert for all stages of requirement definition, use cases, data mapping, visual models, testing and quality deployment of multiple complex system applications. Facilitated JAD sessions for requirement gathering discussions to ensure all business units were represented and evaluated.

• Assisted management with information necessary to make decisions on setting project and planning priorities.
• Negotiated the ESI training program and managed the vendor for Analyst Team; program was used nationally within the T-Mobile organization.
• Lead business analyst on @Home, TAP3.10, Identity Management and Human Resource projects; facilitator for development team; ensured that all software coding was accurate and delivered within project timelines.
• Assigned 3 fast track Customer Care projects; completed tasks well before deadline dates by leading numerous requirement meetings and using multi-tasking skills.
• Presenter at brown bag luncheons and analyst cross-training sessions.

Business Analyst/Project Lead, Confidential, 2000 – 2005
Managed full life cycle implementation of medium to large billing system software releases. Coordinated and facilitated testing of software releases to ensure timely delivery.

• Worked with project management teams to set priorities for production rollouts.
• Tracked and resolve all project billing issues to closure before deployment.
• Database administrator for Roaming Billing Tables.
• Analyzed billing system issues and determined resolution by working closely with management, network, change management, technical support, marketing, development and customer service.
• Led TADIG testing for GPRS and billing of international and domestic roaming partners.
• Managed all TAP3 releases and met all GSM standards and compliance without any production issues upon implementation.
• Accountable for the integration of Digiph and PCS1 data into billing system after merger.

Confidential,Atlanta, GA 1999 – 2000
Network Engineer, Engineering
Provided 24 / 7 technical and product support for international and North America roaming partners. Responsible for system monitoring and restoration of roaming services.

• Worked closely with network centers and engineers to investigate system outages and to determine cause; assisted with network and application testing for new clients.
• Provided client support on product services and roaming issues by analyzing the connectivity and location of customers to resume services.
• Created and assisted in development of upgrades for website product and services.

AT&T WIRELESS, INC., Atlanta, GA 1990 – 1999
Formerly Bellsouth Mobility, Inc.
Technical Support II, Network Engineering 1996 – 1999
Communicated with internal and external clients by isolating and analyzing problems with mobile units and system operation.

• Provided support for emerging technologies, such as radiofrequency (RF) fingerprinting, authentication, digital services, SS7 and Prepaid Cellular.
• Interfaced with RF and field engineers with testing and system issues to resolve network system issues.

Confidential,Conducted technical training for new hire customer service representatives on monthly basis.

• Project lead and liaison for the Wireline-Wireless Mailbox Project with Bellsouth Telecommunications; assisted with testing and completed all project requests in a timely fashion.

Assistant Customer Service Manager, Customer Financial Service 1990 – 1996
Monitored and conducted collections for multi-million dollar equipment inventory.

• Generated reports for inventory and billing cycles for the tracking and recovery of past due revenue.
• Created documentation for credit and collection processes for the department.
• Received “Ideas for Improvement Quarterly Award” for creating new billing procedure for the purchasing of equipment by Fortune 500 customers.
• Interfaced with agents, Fortune 500 customers and sales personnel.
• Interacted with clients regarding contract agreement, billing and service plan issues.
• Trained new hires in all aspects of financial services on a bimonthly basis.

TECHNICAL SKILLS

System / Billing / Software Applications

UNIX, Oracle, PL/SQL, SAMSON (Amdocs), Enabler (Amdocs), TIBCO, POS, EAI, SAP, CRM, BSCS (LHS), SQL, AccuRev 4.7.1, Quality Center 9.2, Test Director, Mercury, Clarity 8.0, SharePoint (MOSS2007), XML, Star Team, Tuxedo, Remedy, Golden, Crystal Reports, Steve, Care, Fraud Manager, SCP, Centigram, IGWEB, RF Fingerprinting, Authentication, Vision/SS7, HP Open View and Microsoft.

EDUCATION

ITIL v3 Foundation Certification,