DUANE JORDAN

Roles: Experience Summary

Project Manager Results driven Project Manager with a successful track record in

Senior Systems Admininistrator systematic strategic development and implementation of problem

Telecommunications Engineer solving, solution driven applications created through collaboration and

consensus teamwork processes. Multi faceted experience including

customer service, Sales, banking, entrepreneurship, 8 years of project

Infrastructure Experience: and organizational management. Twelve years of voice and

VOIP Avaya/Cisco telecommunications administration. A goal setter and achiever, who is

HP/OPENVIEW flexible and sensitive to the organizational culture and technical needs.

SMS George Washington University PMI Masters Certificate.

IBM MAINFRAME SYSTEMS

COBOL

Skills Inventory

RPG

Project Management:

Call Center Management –

Disaster Recovery –

Managed projects ranging in scope from several million to a few

Technical Support –

Calix C7 optical network terminal thousand.

Marconi Long Haul Manage projects from initial meetings to rollout, including

–

AFC DSL Interface writing project requirements.

Adtran – DSLAM

Responsible for managing completion of projects on

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Desktop Support/Deployment

time and within budget

IBM

Managed and Negotiated SLA agreements with 13

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MACINTOSH

Directory Assistance Call Centers

Datacenter setup/management

Restructured Operator Services Network resulting in

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Security Systems and 24x7 backup

18 million in savings to Sprint PCS.

power

Provide guidance to sales on feasibility of projects

•

Cages, Cabinets and Vaults

• Strategic & tactical management

Access Provisioning Process

Global project/team experience

•

Electronic Access Control Systems

Able to manage multiple projects/tasks

•

(ACS)

Deliver results in fast paced, dynamic environment

Network Support •

Seek, gain executive sponsorship. Translate new

GSM, CDMA, 4G, DSL •

business and service requirements into process design.

Switch Maintenance

Process policy, measurement to include critical

DMS 100, DMS 10,,FRAME •

success factors and key performance indicators.

RELAY

Server Maintenance

Analysis/Design:

SMTP,SS7

Telephony

Wrote and negotiated Statement of work Documents

T1,DS1 •

CISCO 6500 Provide Management and customers with weekly

•

LUCENT ROUTERS status reports

NORTEL PBX Create training material and provided training

•

CENTREX Problem solving, analytical skills

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Monitoring Tools Performance tracking & reporting

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HP/Openview

Forecasting

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SMS

TNMS

Customer Service:

Metrica

TCP/IP

Metapath Responsible to Oversee Product and Service

•

Vendors who have a customer call center touch point.

Won the Sprint Customer Care Heart Award and

•

several other awards for outstanding achievement.

Methodology:

PMBOK

SDLC

SAS 70

TOOLS:

MS OFFICE

Excel

MS Project

VISIO

Release Management

Change Management

Sprint Proprietary

HP/Openview

SMS

TNMS

Metrica

TCP/IP

Metapath

Crystal reports

Industry Application:

Telecommunications

Information Technology

Education:

Associates Degree – Computer

Programming / Business Management

CERTIFICATIONS:

George Washington University –

Project Management Masters Certificate

Chronological Summary of Experience

Customer Project Manager II

March 2012 – current

The customer project manager is responsible for managing the project towards its goal in terms of scope,

time, costs, and quality. This includes monitoring and controlling project progress and deliveries, and

focusing on the needs and priorities of the customer and other important project stakeholders. Improve

profitability and customer satisfaction by managing medium projects, or elements of a larger, complex

project

• Administrates plans, risk handling, resource issues and is accountable to a Portfolio Manager.

• Generates project reports including status, risks, issues and action items.

• Lead responsibility for activities relating to planning, scheduling, execution, budgeting and

forecasting.

• Creates and disseminating meeting minutes.

• Coordinates information flow.

• Facilitates approval process for project deliverables.

• Administers the project's shared document repository.

• Ensures compliance with all guidelines under the Project Management Office Change

Management activities.

• Closure activities of project through customer final acceptance.

• Resource management of matrixed project team.

• Understand and assure quality standards are met on assigned deliverables.

• Possess strong understanding of project methods and processes. •

• Mentors less experienced project managers.

Business Consultant / Business Development

Self Employed, June 2010 – March 2012

Worked with entrepreneurs to develop business plans, marketing plans and feasibility studies making

them more attractive to lenders.

Leads analysis of current processes/procedures and the development of

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recommendations for process improvements; Seeks opportunities to provide value added solutions to

meet business needs.

Performs feasibility and cost/benefits analysis as it relates to business needs

•

Identifies and recommends product enhancements and best practices in applicable

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product category in collaboration with the Product Manager.

Responsible for all Business Analysis phases and may oversee all remaining phases

•

of a project. Provides leadership through the expert understanding of the project life cycle and business

needs.

Manager of Technical Initiatives

SureWest Communications, June 2008 – June 2010

Managed projects outside the scope of routine installation for 20 account reps using PMI Methodology.

Under minimal supervision, managed the implementation, planning, execution, control and closing of

installation/implementation projects within a customer environment.

Managed data center build out to SAS 70 certification

•

• Serve as liaison between technical and non technical departments to ensure all targets and

requirements are met.

• Managed end to end T1,DS1, DS3 delivery

• Managed resources from ND&E, Provisioning, RF Eng, Switch Ops, Site Development and Field

Ops to manage T1,DS1, DS3 deployment

• Escalated issues that delayed T1,DS1,DS3 implementation

Managed integration of Software

•

Provide guidance to sales on feasibility of projects

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Manage resources to develop a plan and pricing to provide services to Business customers

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Manage projects to deploy data, phone, transport, cable TV to business customers

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Increased productivity by 300%

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Decreased implementation timelines

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Successful in hitting project scope and schedule 90+ percent

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Managed SOX Compliance

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Sprint Project Manager

Yoh Technology Staffing October 2007 – March 2008

Deployed the core network components for the Sprint 4G wimax network using PMI

methodology. Address issues with the operation of processes, interface, support service owners,

and Managers.

Create, update and maintain all implementation calendars

•

Provided project leadership as well as high level professional and analytical expertise to projects.

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Requirements definition/goal setting

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Project planning and identifying/securing appropriate resources,

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Managing deliverables, analyzing complex information, sharing information with appropriate

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internal/external constituents,

Managed the work of outside business partners

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Coordinates and monitors field support projects from initiation through delivery.

•

Responsible for guiding the project to on time completion with achievement of stated objectives.

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Responsible for deployment and integration of complex 4G network core, linking a variety of

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platforms, network topologies and network protocols.

EMBARQ NTAC ENGINEER II

KFORCE Professional Staffing, Dec. 2006 – June 2007

DSL re active engineer, responsible for responding and reacting to all DSL outages across the Embarq

network on all platforms.

Utilized Adtran, AFC, Marconi, Lucent and Calix to troubleshoot outages.

•

Provided tier 3 support to Embarq BMC.

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Support layer 1, 2 and 3 protocols

•

Did troubleshooting on customer impacting, network, software or hardware issues.

•

NETWORK OPERATION SPECIALIST

Midwest Consulting Group, July 2006 – December 2006

Responsible for trouble shooting all network degradation issues and dispatching a tech to the field or

working with techs as needed.

Diagnose, test, analyze and repair all trouble reported through business repair by way

•

of NIBS and/or RRS by accessing the appropriate switch and/or equipment. DMS 100, DMS 10, Lucent

5ESS, Centrex, Nortel PBX, KEY Systems, Cisco 6500, C2P, C3C as well as trouble shoot centigram

voice mail issues. Fortel Test whenever applicable.

Access tables as necessary to resolve troubles Ex. Call routing.

•

Perform remote software move and change activity where practical.

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Provide communication sales and services to complex business customers.

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Utilize all main frame databases necessary to work any and all issues: NIBS, CLAS,

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SOE, CRB, RRS, Access Care, CIRAS, SPICE, ARBS.

Work closely with 2nd tier support from the NOC and 3rd tier translations as needed to

•

resolve any trouble.

VOIP TECHNICIAN

Allied Staffing, Feb. 2006 – March 2006

Worked with the city of Olathe, Avaya and Cisco to setup VOIP test labs. Performed updates and changes

as needed to evaluate the competing vendors during the trial period. Developed test scenarios.

PROJECT MANAGER REVENUE AND FINANCIAL SERVICES

Sprint PCS, Feb. 2002 – Dec. 2002

Sponsorship, Design, Change Management and continual improvement of processes and its metrics.

Accountable for the overall quality of the process (es) and oversees the management and organizational

compliance. Performed the essential role of process champion, design lead, advocate, coach, and

facilitator using the PMBOK methodology.

Responsible for internal automations projects for Revenue and Financial Services.

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Manage projects from initial meetings to rollout, including writing project requirements.

•

Assisting developers with system requirements, testing, sign off and roll out. I

•

communicated all steps with the customer and managed to milestones and timelines.

Responsible for managing completion of projects on time and within budget

•

Provide Management and customers with weekly status reports

•

Assisted with the overall planning or upgrades of projects

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Created training materiel and provided training

•

Worked with other Project Managers and IT personal as needed

•

PROJECT MANAGER SERVICE AND PRODUCT VENDORS

Sprint PCS, March 1999 – Feb. 2002

Serves as liaison between the company and customer in order to ensure all

Implementation requirements and targets are met.

This was done utilizing the PMI Phased approach and employing MS Project, Visio and

Excel. Communications, Risk and Change Control plans were developed and

Implemented. Key management and stakeholders were engaged at the beginning

and their support was obtained and maintained throughout the project”

Responsible to Oversee Product and Service Vendors who have a customer call

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center touch point.

Managed SLA agreements with 13 Directory Assistance Call Centers.

•

Wrote and negotiate Statement of work Documents with DA and OS Vendors.

•

Project Manager for Voice Command.

•

Managed and negotiated OS Call center SLA.

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Back up for Directory Assistance SS7 implementation and testing.

•

Restructured Operator Services Network resulting in 18 million in savings to Sprint

•

PCS.

Won the Customer Care Heart Award and several other awards for outstanding

•

achievement.

SENIOR SYSTEMS MANAGEMENT ANALYST / ADMINISTRATOR

Sprint PCS, June 1997 – March 1999

Responsible for day to day technical operations of the 7x24 Operations Systems

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Support Center (OSSC) to ensure maximum availability of the Sprint PCS National Platform Elements and

Operational Support Systems. OTAF system team lead, SMS team member, HP/Open view Administrator,

TNMS, METRICA, and METAPATH administration

IT SPECIALIST

JMROSS Consultant to ISSC, Nov. 1996 – June 1997

Work in the Commonwealth Edison Solution Center where my duties include

•

troubleshooting client computer problems, monitoring server availability and Customer Satisfaction

Management.

Lotus Notes Administrator, review system logs, set security standards, maintain server

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backup and capacity, create user accounts, reset and modify user accounts, performed performance

enhancements on SMTP servers, established databases and archived documents, monitored mail flow

TELECOMMUNICATIONS ENGINEER CONSULTANT

Source Consulting – Lucent Technologies, March 1996 – Nov. 1996

Supported windows based Support magic database.

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Analyzed and resolved problem description calls involving improper PC configuration,

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WAN communication, access to server and mainframe systems, debugging various applications, software

and hardware.

Developed documentation that aided in problem resolution using Windows NT,

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Windows95, MS Word, MS Excel, UNIX and TCP/IP applications.

TELECOMMUNICATIONS MAINTENANCE ANALYST

WORLD COM, Sept. 1995 – March 1996

Assisted installation and maintenance of fiber optic lines, T1, DS 1, and SS7, Frame

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Relay circuits, received and logged trouble calls to maintenance ticket database these calls came from

local telephone exchange companies or long distance carrier accounts.

CUSTOMER SERVICE ANALYST

GTE Corporation, Aug 1992 – July 1995

Maintenance on server networks.

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Responsible for troubleshooting DMS 100 and DMS 10 switches.

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Strong background in promoting sales and services while possessing strong

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analytical skills.

Administered billing treatments when necessary and created computer generated

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reports for upper management.

Handled calls related to billing, service initiation or changes, member of group

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responsible for tracking errors for the service order group members.

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