SUMMARY:

• Accomplished Project Management Professional with 19 years’ experience specializing in Information Technology, Retail, Customer Service and Telecommunication industries.
• Demonstrated ability managing large - scale programs (>$50M) and projects in fast paced entrepreneurial environments, as well as Fortune 100 enterprises influencing technology and business professionals at all levels of the organization.
• Strong customer orientation with excellent facilitation and communication skills that bring people and ideas together for successful project outcomes.
• Proven leadership in a variety of SDLC methodologies including Agile, Scrum, RUP and Waterfall.
• Background in service delivery and operations, as well as leading large enterprise programs impacting critical business functions. Results-oriented with a strong emphasis on building and leading high performing cross-functional teams focused on operational efficiencies and providing innovative solutions to meet business objectives.

PROFESSIONAL EXPERIENCE:

Confidential

Program Director

Responsibilities:

• ATS provides seamless support for military and commercial aircraft operators which includes airframe maintenance, repair and overhaul services, engineering support, component repair and business jet services.
• Hired to lead enterprise initiative to implement technology solutions, supporting improvements in quality and operational performance.

Confidential

Senior Program Manager

• Program Manager of Technology project that successfully implemented a new Confidential business channel, Confidential Order & Pay, delivering $1B annual revenue.
• Implemented SaaS solution (that measures and monitors performance of web and Confidential applications and infrastructure, resulting in a reduction in Mean Time to Recovery (MTTR) and improved code quality and enhanced performance analytics prior to Production Release.
• Delivered automation with Chef, improving deployment pipeline for infrastructure and applications, automated testing for compliance and security as well as reporting for troubleshooting, auditing and management of the Digital Platform, reducing environment delivery timeline by 125%.
• Accountable for implementing technology, enabling a new delivery channel at New York’s Empire State Building where baristas will deliver residents their favorite food or beverage.
• “Bravo Award” recipient in recognition of successful implementation of Disaster Recovery environment.
• “Team Spirit of Confidential ” award winner in appreciation of the successful National launch of Confidential Order & Pay across 7,400 retail stores in North America including pilot markets in Canada and UK.

Confidential

Principal IT Project Manager

• Physio-Control is a world leader in the development, manufacture, sales and service of external defibrillator/monitors and emergency medical response equipment. I was initially hired to establish the PMO practice and was quickly recognized as a leader in process re-engineering and software delivery, resulting in executive management aligning the software development teams under my leadership. This included ERP, Middleware, BI and custom software (C# .NET).
• Interim Development Manager for 9 months for a staff of 12 direct reports which included employees and consultants accountable for implementation of SalesForce and conversion of existing middleware platform to Dell BOOMI. Agile methodology was used to deliver these new solutions.
• Demonstrated ability to develop an IT organization as well as engage in strategic vendor partnerships to deliver a portfolio of projects supporting a global Sales and Service organization.
• Implemented vendor strategy to secure skilled resources to fill gaps of internal resources. Vendor management responsibilities included creation of SOW, contract negotiation and validation of vendor deliverables through established KPI’s, ensuring accuracy and quality prior to payment authorization.
• Implemented a software testing methodology which included automation for regression testing, standards for creation and execution of test cases, process documentation to support end-user training as well as defect triage processes. Developing a professional test practice resulted in 95% decrease of severity 1 and 2 escaped defects and 86% of total defects identified by IT Test.

Confidential

Senior Project Manager

• Accountable for managing projects and programs focused on enterprise wide business initiatives with a strong emphasis on information technology solutions. Programs consist of multi-tiered projects with high visibility, aggressive schedules and require significant negotiation to balance the needs of multiple stakeholders and enterprise objectives. Provided leadership in the development of T- Confidential ’s Enterprise Program Office that received industry recognition for the past 3 years.
• Managed $70M program with 650 team members (5 project managers) delivering a Next Generation unified desktop to 34,000 users in Customer Service and Retail, enabling cross channel parity while increasing frontline productivity and reducing calls to Customer Care.
• Translated business strategy into product strategy by identifying, sizing and prioritizing opportunities according to operational savings potential, making recommendations relating to key projects and formulating a vision for product evolution.
• Received CIO Award in recognition of program leadership and delivery of Next Generation UI.
• Appointed to cross-functional leadership team accountable for developing a business and technology strategy to achieve $130M reduction in operating expenses over 3 years. This effort also included the development of business cases and financials models.
• Selected as Program lead by senior leadership in Retail and Sales organizations, chartered with reducing operational expense by $65M over 3 years. Through business process engineering and implementation of system enhancements, delivering $73.5M in savings.
• EPO “Team Rock Star Award” winner in recognition of effective program leadership for delivering $73.5M in operational savings.
• Environments include but not limited to: CRM, SAP, AMDOCS, Tibco, Remedy, Adobe, IBM WCS, Teradata, and Clarity. Digital technologies include but not limited to HTML, JavaScript and Java.

Confidential

Senior Project Manager

• at-risk projects to successful conclusion. Recognized competency implementing solutions based on diverse technical platforms with highly technical infrastructure deployments.
• Project lead over 200 business and technology professionals (2 project managers) implementing improvements in existing systems and introduction of third party CRM software to provide a single view of all systems used by 12,000 Customer Service Representatives (200M calls annually), improving desktop efficiency and reduced staffing cost, resulting in $26M annual savings.
• Received industry award, CIO 100 Award 2009 in recognition of revamping the customer service experience by deploying OpenSpan, qualifying T- Confidential to join this prestigious list for the first time.
• Project lead of a Retail initiative to deliver a web based store-level P&L reporting solution that mind data from 12 enhanced applications. This effort empowered sales managers and leadership to align on sales objectives and efficiencies, delivering an annual reduction of 134,000 hours ($7.4M).
• Managed internal and external PCI teams responsible for integration and deployment of encryption software and hardware for Confidential downtime system and 700 Retail located payment kiosks. Project deployed on-time, under budget and recognized by auditors as exceeding industry compliance standards.
• IT PMO winner of the first quarterly “Rock Star Award” in a department of 100+ Project Managers.

Confidential

Project Manager

• Managed external team of program engineers, on an accelerated schedule, to deliver a software application that controls a company’s ability to monitor and control cellular call processing, enabling SeaMobile to have the competitive advantage in the maritime Confidential industry.
• Led a team through development and integration of a centralized server used for monitoring system and network performance including reporting events to a 3rd party hosted network.
• Responsible for managing network deployments, encompassing server configuration, network integration, equipment testing and shipping logistics for customer locations around the world.
• Generated, monitored and analyzed metrics, increasing profitability while adhering to standards set forth by the GSM Association.
• Ensure system availability, fault management, configuration management and disaster recovery with SeaMobile engineers and 3rd party vendors.

Confidential

Project Manager

• Led cross-functional teams responsible for the successful launch and support of new products and services for the Customer Service organization. Identified and resolved major system management challenges, avoiding significant revenue impact and decline in customer satisfaction.
• Initiated cost reduction programs for prepaid customers, reducing operating expense by $3.5M.
• Accountable for implementing process and system improvements for 1.1M prepaid customers.