PROFESSIONAL SUMMARY:

• Results - focused Telecommunications/IT Project Manager with positive personality and outstanding inter-personal, motivational and persuasive skills. Innovative professional who demonstrates strong listening skill, leadership skills and proven ability to identify, analyze, and solve complex problems. High-level customer service skills with internal and external clients. . Strong ability to manage multiple projects simultaneously.
• Participated in defining and implementing PMO Standards within the Confidential of Massachusetts Executive office of Health and Human Services.
• Participated in defining and implementing Confidential ’s PMO Standards.
• Successfully met aggressive timeline in implementing an Confidential Internet Explorer 11 upgrade project; testing over 500 applications to ensure compatibility.
• Effectively initiated collaboration with multiple cellular companies in completing several of Confidential ’s Distributed Antenna System integrations throughout the United States.
• Successfully collaborated with Confidential ’s Service Readiness Team and Network Operations Group in creating a trouble reporting process for the Distributed Antenna System.
• Significantly reduced Confidential customer credit issues by establishing and monitoring contract execution and project plans to ensure proper billing of services.
• Met and exceeded Confidential corporate objectives while managing multiple projects simultaneously.
• Successfully initiated collaboration with equipment vendor, Lucent Technologies, in developing a method and procedure for Liberty Mutual’s DWDM (Dense Wave Digital Multiplexer) first offer application, which was utilized throughout Confidential going forward. Exceeded customer expectations by completing project flawlessly, two weeks prior to due date, resulting in a greater bandwidth capacity for Liberty Mutual between multiple sites.
• Managed project team outfitting 1,600 Dunkin Donuts stores with high-speed private network access and helped launch a new service called E-Pay, which provided Dunkin Donuts stores with ability to process credit and gift cards just in time for the busiest shopping season of the year.
• Collaborated with Confidential Project Managers to coordinate the successful design and implementation of customer’s large frame relay networks to ensure quality networks.
• Successfully managed the Confidential Advanced Data Center integration project consisting of 12 central office technicians; ensuring a smooth transition for Confidential Frame Relay customers.
• Ensured the success of the Confidential Maintenance center in exceeding 4.35 Mean Time to Repair Objective for DS1/DS3, FR, ATM and SONET by consistently coaching and providing feedback to technicians.

EXPERIENCE:

Confidential

Program Manager

• Responsible for interfacing with Confidential PMO Director to ensure fluid communications between Confidential and Confidential of Massachusetts Project Management teams.
• Assisted PMO Director in developing PMO processes to improve overall project reporting functions.
• Assisted project managers in developing MS Project work plans.
• Maintained and delivered weekly Executive Dashboard reports to Project Sponsors and Steering Committee/PMO to help integrate risks and issues across multiple projects.
• First level escalation for all Enterprise Projects.

Confidential, Southborough, MA

Senior IT Project Manager

• Responsible for the assessment of business requirements for cellular, data, voice and video services for field and campus locations and accountable for overall project management scope, budget and resource planning to ensure the timely and cost effective implementation of solutions that met the business demands.
• Represented Global Telecom before the Corporate Facilities and Merger & Acquisition groups to ensure the successful implementation of state-of-the-art Telecom Infrastructure at all new office construction projects and at all projects requiring reconfiguration of the existing infrastructure at existing sites.
• Maintained and delivered effective executive summary reports.

Confidential, Boston, MA

Project Manager

• Successfully managed all phases of complex network projects from inception to completion; guaranteeing customer loyalty.
• Facilitated project calls consisting of internal and external teams of 30+ members.
• Maintained effective communication between all team members by consistent follow up with internal and external executive summary reports, meeting minutes and order status spreadsheets.
• Set customer expectations and assured quality results while meeting challenging deadlines and ultimate project performance.
• Ensured adherence to best practices by coaching team members on Methods and Procedures.

Team Leader

Confidential

• Single point of contact for Wholesale Center area operations manager while providing coverage as needed.
• Built strong customer relationships and strengthened customer loyalty by effectively listening to customer needs and exceeding their expectations.
• Prevented escalations and deflected customer dissatisfaction by effectively communicating with intra-departments in resolving conflicts.
• Issued and tracked critical dates on high volumes of Frame Relay service orders resulting in on-time Confidential performance.
• Decreased customer hold time by coaching new provisioning team leaders and clerical personnel on call distribution process.
• Identified recurring process issues that impacted on-time performance resulting in additional coaching and training classes for technicians