Sr. Program/Project Manager with more than (30) years of experience successfully leading, planning, developing and implementing enterprise level programs/projects that are complex and global in nature. Dynamic team leader leveraging exemplary cross-functional leadership of diverse technical resources. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
Results-oriented problem solver
Excels in risk management/mitigation, change control, scheduling, budget and resource planning/management
Exemplary communications skills with all technical and non-technical stakeholders
Proficiency in PM methodologies, tools and techniques, i.e., Waterfall and Agile and MSOffice suite
Quick study able to grasp changing technology and implementation methods
Pragmatic and highly regarded team builder
Sr. Project Manager03/2015 to 08/2016Company NameCity, State
Assigned to the Advanced Services Cisco Systems, Inc.
Supporting UC solutions to include but not limited to: CUCM, UCCX, CUC Upgrades, Voice as a Service (VaaS), Prime Collaboration and Fast-Track Migration, Contact Center Upgrades and IVR projects to include NICE WFO integration projects primarily supporting accounts in the Financial sector Responsibilities included but not limited to: SoW compliance, WBS and resource management, subcontractor management, schedule/timeline management, equipment procurement, revenue/cost forecasting and management, risk management and mitigation planning, communication planning and performance reporting, meeting facilitation, operational transition, and project closure Coordination and quality assurance of end-user training Vendor and subcontractor management Escalations, problem resolution and root cause analysis Lessons learned and customer satisfaction initiatives Well versed in Cisco's financial management, reporting and collaboration tools, i.e., DCP, OP, P6, Jabber, Spark, WebEx Proficient with MSOffice suite.
Sr. Project Manager11/2011 to 12/2014Company NameCity, State
Strategic leadership of project scopes consisting of Avaya, Cisco UC, Contact Center and Cloud Computing Solutions with WFO/WFM (NICE and Verint) integrations, Security solutions and Microsoft Lync/Exchange/Collaboration solutions Responsibilities included but not limited to: SoW compliance, WBS and resource management, schedule/timeline management, equipment procurement, revenue/cost forecasting and management, risk management and mitigation planning, communication planning and performance reporting, end-user training facilitation and quality metrics, meeting facilitation, operational transition, and project closure Quality assurance of critical business goals utilizing BPM, RACI, SLA's and other tools to ensure contract compliance and leverage best practices Escalations, problem resolution and root cause analysis Lessons learned and customer satisfaction initiatives Proficient with CRM financial management and reporting tool, and MSOffice suite.
Sr. Project Manager10/2008 to 11/2011Company NameCity, State
Assigned to the AT&T account responsible for managing (Cisco) Telepresence solutions (ATS) for AT&T's large, complex, global, enterprise customers, i.e.
G.E., IBM, Oracle, Government Solutions - General Service Administration.
Responsibilities included but not limited to: schedule/timeline management, equipment procurement, escalations, problem resolution, lessons learned, customer acceptance, transition to operations, closure and customer satisfaction.
ATS on-boarding, service assumption, end-user training and transition to Day-2 operations.
Proficient with MSOffice suite.
11/2006 to CurrentCompany Name
Program Manager08/2004 to 05/2008Company NameCity, State
Office Program Management of large/complex enterprise customer solutions primarily in the Global Managed Services arena Programs comprised primarily of complex Contact Center solutions to include IVR, VP, WFO, IP networking programs, Cloud based solutions, PBX, and Voice Messaging new installs, upgrades and major moves Major Contact Center upgrade and WFO integration project for Cricket Wireless utilizing Agile principles, practices, tools and techniques across Agile methodologies Quality assurance of critical business goals utilizing business process mapping, RACI, SLA's and other tools to ensure efficiency and leverage best practices Proposal development and presentations in response to RFI's, RFP's, etc, work effort and pricing input to SoW development during contract negotiations Post-contract - single point of contact for overall program implementation Meeting facilitation: kickoff, implementation planning and hand-off to operations Program schedule management, multi-site project management, resource management - work break-down structure development, critical path management, risks management and mitigation planning Product procurement Escalations, problem resolution and root cause analysis Lessons learned Program closure and Customer acceptance Global on-boarding, service assumption and transition to Day-2 operations.
CERTIFICATION09/2000 to Current
LeadershipTraining and Certification:.
12/16-17/16 Enrolled - PMI-ACP (Agile/Scrum Methodology) Training and Exam Prep.
Technical Training Manager08/1995 to 01/1998
Provided leadership to a team of (14) technical training personnel Technical Training Center monthly profit and loss management Successfully developed and implemented the GSM certification program for internal and customer engineering personnel GSM 1900 course curriculum development and quality improvement initiatives Implemented alternative delivery methods for technical training, i.e., "Understanding GSM" CBT Worked in conjunction with the Marketing department to develop, "Product Day", a multi-media CD-ROM for trade shows, new employee orientation and marketing activities.
Work load management and course scheduling Customer training needs analysis Proposal development and presentations in response to RFP'S Contract negotiations Employee performance reviews, salary administration, training and development Extensive international travel Participated as a member of the implementation team in a comprehensive field engineering program for Aerial Communications in Tampa, Florida.
The program consisted of hands-on commissioning, integration, trouble-shooting and daily maintenance of a GSM 1900 Base-Station Sub-System equipment.
06/1995 to 11/1995Company NameCity, State
09/1994 to 12/1994
08/1994 to 01/1998Company NameCity, State
08/1994 to 08/1995
Training and Documentation Manager - Engineering Services Participated in an extensive (3 month) leadership induction program in Europe Part of the original (12) member management team responsible for the recruitment and development of the Engineering Services organization from the ground up Responsible for facilities, departmental investment and strategic planning Overall management of the construction of the Nokia Technical Training Center - USA Created and/or modified standard operating procedures, product descriptions and marketing support documentation Responsible for the developed of the GSM 1900 curriculum for the US market Established local service offerings and pricing structures for technical training and Engineering Services technical support Heavy customer relations Proposal development, presentations in response to RFP's.
Telecom Manager11/1991 to 07/1993
Lead a dynamic team of (20) Project Managers Increased productivitiy by 200% through process analysis and standardization, i.e., 1992 implemented (450) projects versus 1991 - (150) projects Project scope expanded to include data projects which entailed new installs, major moves and de-installs of: LAN/CAN/WAN and network implementations Provided technical consulting services, end-user training and LAN administration Monthly profit and loss management Process development utilizing System Life Cycle Proposal development, presentations in response to RFP's Employee performance reviews, salary administration, training and development planning Chairperson for the Field Services Broad Action Plan committee Steering committee member of the Technical Services Professional Women's Forum.
06/1991 to 12/1992Company NameCity, State
Telecom Supervisor04/1990 to 11/1991
02/1986 to 07/1993Company NameCity, State
Project Manager02/1986 to 03/1990
12/1978 to 12/1979Company Name
Microsoft Lync: 12/14 Cerium Project Management Training for Microsoft Lync Deployments Cisco: 3/12 Cisco UC Fundamentals for Project Management Professionals Nokia Telecommunications 5/97 3rd Generation Base-Station Commissioning Nokia Network Management System Overview 5/97 Nokia NMS 2000 Monitoring Base-Station Subsystem Operation and Maintenance 3/97 DX200 Operation and Maintenance 3/97 2nd Generation Base-Station Commissioning 1/97 GSM 1900 System Overview GSM 1900 Network Planning Overview AT&T: Northern Telecom: 3/90 AT&T G2 Switch Admin 4/89 NTI SL-1 ACD Feature Admin 1/90 AT&T G2 Comm.
Mgmt 2/89 NTI SL-1 X11 Feature Admin.
11/88 NTI SL-1 ACD User Admin.
Lead Project ManagerCompany NameCity, State
Strategic Project Manager - Project Management and Implementation 10/98 - 10/00 of the EDS voice messaging account Responsible for project team assignments and resource scheduling Voice messaging projects were comprised primarily of new installs, major moves, networking and de-installs Provided leadership and mentoring to the EDS project management team Point of contact for EDS on project related issues and escalations Contract review, negotiations and renewal Proposal development and presentations in response to customer inquiries Team member in the development and rollout of the EDS specific SOW Team leader in the development and rollout of the System Re-Deployment Process.
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