TECHNICAL SKILLS:

• SDLC
• Waterfall
• Agile
• MS Office
• Lync
• Mitel
• Inter - tel
• Cisco
• WebView
• Exony
• Prairie Fyre
• IVR

PROFESSIONAL EXPERIENCE:

Program Manager

Confidential

• Manage Global WAN upgrade
• Right size international staff for worldwide project
• Engage multiple vendors in RFP process
• Work with various technical staff for architecture design
• Plan timeline and financials with multi-million dollar budget
• Drive vendors and multinational team to deliver on tight timelines to realize cost savings and improved services
• Remove or mitigate obstacles impeding delivery of solutions

Sr. Project Manager

Confidential

• Manage various IVR, Application, Security, and Infrastructure projects
• Vendor coordination and management
• Budget forecasting and management
• Coordination of resources
• Updating stakeholders and team members on a regular basis
• Task management for technical staff
• Manage onshore and offshore staff to timely delivery of services
• Work with PMO to ensure correct process and followed and required artifacts delivered

Project Manager

Confidential

• Scheduled and managed large data center refresh
• Budget forecasting and management
• Vendor management
• Ordering and receipt of $4 million in data center equipment
• Coordination with offshore and onshore resources

Project Manager

Confidential

• Project manage deployments with various applications in a middleware environment
• Staffing/resource allocation for multiple projects
• Manage budget to forecast
• Manage multiple projects
• Coordinate with change and release management
• Facilitate daily stand up meetings with multiple functional team members-Development, Infrastructure, etc.
• Provide weekly status updates to upper management

Technical Implementation Manager

Confidential

• Project managed customer deployments for various contact center and behavioral analytics technologies within heavily governed Fortune 500 environments
• Oversee server build and deployment
• Set customer expectations of timeline for delivery
• Work with their internal IT to meet due dates
• Coordinate turn up with Confidential departments and customer’s resources
• Ensure accurate capture of call center traffic
• Work to ensure calls routed appropriately
• Manage data center upgrade up to 2008 server standard
• Extensive risk analysis
• Detailed cutover planning, including full end to end testing of all hardware and applications
• Managed to timeline with limited resources
• Work with vendors on pricing and delivery timeline
• Oversee transition from Oracle to Great Planes
• Project managed transition of financial reporting platforms
• Worked with multiple vendors and departments to detail requirements, plan milestones
• Cutover to new platform with minor issues within companies financial backbone
• Managed multiple outsourced IT vendors for execution of project
• Managed deployment of Microsoft Lync
• Replaced Cisco telephony platform (Call Manger, IVR, etc) with Microsoft Lync
• Ensured IVR transition onto Microsoft platform
• Swapped out existing IM system with Lync Messaging

Project Manger/Business Analyst

Confidential

• Process analysis
• Ensured knowledge transfer between vendors
• Identified technology gaps
• Oversaw real estate transition between vendors
• Ensured PMO documentation needs were met

Project Manager

Confidential

• Managed transition between providers for complete telephony and contact center needs.
• Managed transition of IP IVR and IP PBX
• Ensured recording could be transferred
• Revised call routing and IVR flow as appropriate
• Coordinated cut over of toll free, local, and data services
• Worked with wide array of vendors to ensure service transition was painless and complete
• Documented and managed voice mail transition
• Worked with internal group to develop full suit of contact center reports
• Managed transition of audio/web conferencing solution between vendors
• Coordinated installation of new E911 solution
• Coordinated bids and oversaw cabling and infrastructure work
• Managed technical requirements and process and procedure documentation for all work done
• Met with internal stake holders to ensure business requirements met
• Worked with entire business to ensure open communication and thorough training on all new products
• Tracked expenses to ensure budgetary concerns met
• Managed decommission and disconnection of old products to ensure customer’s savings met in timely manner

Project Manager/Technical Business Analyst

Confidential

• Oversaw deployment of Exony and other Cisco third party contact center reporting solutions in a global environment.
• Managed vendor relations.
• Worked with vendor to create customized contact center reporting solution.
• Worked with business units to track contact center reporting gaps, and develop solutions.
• Coached and mentored business unit management and staff on telephony solutions.
• Tracked and managed vendor progress, budget, and time to resolution.

Manager Project Management

Confidential

• Responsible for weekly forecasting of budget vs. installs both within local market and to corporate headquarters.
• Oversaw the deployment of VoIP, PBX, Data, and Contact Center solutions into a variety of customer environments.
• Oversaw job costing for all equipment installations.
• Analyzed sold solutions and performed reverse engineering to fit sale to client requirements.
• Created detailed checklists to ensure client requirements were met.
• Maintained detailed reports on team productivity, collection of terms of contract, etc.
• Managed and resolved customer escalations as pertaining to installation of telephony and data equipment.
• Exceeded customer satisfaction survey results of 4.0 on a 5.0 scale consistently.
• Managed over $12 million in installations annually.
• Reduced vendor and subcontractor costs.
• Implemented new procedures that improved hand off from installation to customer service teams.
• Worked with various vendors to ensure cabling, networking, and other items were executed to match project timelines

Escalations Supervisor

Confidential

• Initiated and executed Qwest and Verizon CFA Cleanup projects that resulted in $55k monthly savings for Eschelon.
• Documented process/training gaps that had resulted in system discrepancies and increased expenditures.
• Documented procedures for installation.
• Managed vendors to SLA
• Defined processes for revenue recognition, derived from SOX.

Manager Service Delivery

Confidential

• Managed team to ALE (Access Line Equivalent) budget objectives.
• Forecast revenue to upper management.
• Revised processes for Listings, Moves, DSL, and other change activity to ensure customer satisfaction as part of a formal Process Improvement team.
• Developed reporting tools previously non-existent to reflect quantity and quality of work done for team.
• Set individual and group objectives based on reporting and growth requirements of the business.

Provisioning Supervisor/Team Lead

Confidential

• Responsible for the oversight of all aspects of provisioning and implementation of customer’s acquisition services from order submission by Sales to successful installation. Coached, developed and appraised employees, enabled training and career development, handled customer complaints and escalations.
• Developed specialized group that processed short-interval orders to support Eschelon’s Customer Service Center, Customer Care, Billing, Credit and Collections, Repair, and Marketing.
• Initiated Eschelon internal Escalation process to ensure shortened dates are met for customer impacting issues such as moves and business effecting feature changes, as well as incidents in which the Repair required Provisioning’s assistance.
• Manage Carrier to Carrier (Winback) process for Eschelon’s OnNet losses, and helped develop and implement procedures for Resale losses.
• Coached, developed and mentored Provisioning Staff on a daily basis to ensure company standards and objectives are met.