Project Manager Customer Service

Donald Sorensen

**** ********* **

Elgin, IL **120

Phone: 847-***-****

*************@*****.***

SUMMARY

A creative, highly organized leader and project manager with a proven track

record in managing large project teams and implementing technical

solutions. Experienced leader with a background combining project and

program management, operations, process improvement, SDLC, and planning.

Experienced in Waterfall, AGILE, SCRUM methodologies. A highly

effective team-builder that remains calm in crisis situations and is

passionate about achieving results. Adept at taking large-scale projects

from concept to service. Thrive in an environment that is fast-paced and

challenging with an opportunity to make decisions and to influence others.

PROFESSIONAL EXPERIENCE

IBM, Dubuque, IA 2010 to

Current

PROJECT MANAGER, INTEGRATED TECHNOLOGY DELIVERY

Utilizing a world-class delivery model and processes to deliver integrated

technology solutions for major, global corporations. Projects encompassing

all aspects of delivery from planning to integration. Managing the

collaboration of system architects, hardware planners, system programmers

and administrators, etal, for solutions within mainframe and midrange

environments. Space planning, equipment procurement with coordination of

movement from warehouse to server floor, Change Management, integration,

and acceptance testing. Overcoming challenges to provide results that

feature SAN, UNIX, Citrix, Intel, Tivoli, tape encryption, and many others.

My success is based on providing leadership that supports teamwork and

respect for associates, contractors, and vendors. People working together

effectively providing successful solutions.

Cricket Communications (Payroll.com), Chicago, IL

2007 to 2009

A national provider of wireless voice and data services.

PROGRAM MANAGER, LAUNCH TEAM, Rolling Meadows, IL

Reported to the Senior Director, Launch Team and led the implementation and

integration of all direct and indirect sales channels for new markets.

These markets in the Southeast and Midwest regions included the launch of

the largest market launch in the company's history. All facets of sales,

marketing, public relations, store location procurement and construction,

sales operations, and sales distribution were involved. The successful and

early implementation of these projects resulted in significant revenue

over that planned. Projects included:

. Managed the completion and integration of 35+ corporate retails stores

across 3 markets including companie's largest.

. Managed/coordinated complex activities involving Marketing, Public

Relations, Construction, Location Procurement, Sales Operations, Sales

Distribution resulting in a successful launch in each market area.

. Managed/coordinated complex integrated tasks related to location and

setup of several hundred points (1000+) of indirect distribution with

business support sytems.

. Streamlined processes and developed tools that facilitated the timely

completion of critical tasks.

. Managed the construction of the regional administration offices and

the required move.

.

U.S. Cellular, Chicago, IL

2005 to 2007

A national provider of wireless voice and data services.

MANAGER, ASSET TRACKING & MANAGEMENT, Schaumburg, IL

This position began as a project manager role with a promotion to the

manager upon completion of the project. Reported to the Senior Manager of

Standards and led the Asset Tracking team in the implementation and

integration of an asset tracking system and required processes which

resulted in savings of $15M in potential write-offs. This included:

. Managed the completion of scanning all equipment in 40+ MTSOs and

6,000+ cell sites.

. Defined and integrated key controls for Sarbanes-Oxley mandates which

met aggressive internal compliance timelines.

. Clarification of business processes used by Finance, Strategic

Sourcing, Business Services, Operations, and Engineering throughout

all 6 company regions.

. Following SDLC, defining user requirements, Release Management, UAT,

and Change Management processes, managed a team that included 3

developers responsible for the software development for critical

enhancements and code fixes required for integrity of data and

efficiency of use for users. This included integration into and

ongoing use of existing IT software development and SDLC processes.

Environment included SAP system, Oracle database, and SQL development.

CINGULAR WIRELESS (AT&T Wireless), Atlanta, GA 2001 to

2004

A national provider of state-of-the-art wireless voice and data services.

Acquired Ameritech Cellular in 2001.

DIRECTOR, PROJECT MANAGEMENT AND PLANNING, Hoffman Estates, IL

Reported to the Executive Director of Engineering and led the 8 state

Midwest Region project management office implementing projects in excess of

$100M in short timeframes. Managed the implementation of all new

technologies and services within the region.

. With extremely aggressive timeframes, led the regional project

management office and projects to overlay a new digital air-interface

(GSM) across an 8 state area. This $90M conversion implementation of

all hardware/software that allowed the region to surpass goals, to

reduce customer churn, and to increase sales. Recognized nationally

within Cingular Wireless for professionalism and organizational

skills.

. Planned and implemented two extremely complex FCC mandates including

Wireless Local Number Portability which allowed cellular customers to

transfer phone numbers to other service providers, and E-911 which

provided customer location for emergency calls.

. Utilizing a combination teambuilding, interpersonal communication,

and leadership skills, achieved one of the highest scores on a nation

on a company wide employee culture survey.

. Developed and managed processes and tools that were utilized both

nationally and regionally for planning, staffing and managing large-

scale projects resulting in the successful completion of GSM overlays

in very short timeframe.

AMERITECH CELLULAR, Hoffman Estates, IL 1983 to 2001

A midwest provider of wireless voice and data services.

DIRECTOR, PROJECT PLANNING (1997-2001)

Reported to the Vice President of Engineering, led the company's project

management team focused on the implementation of all new technologies and

conversions.

In this newly created position, developed the Project Management

organization within Engineering/Operations, developing processes and

focusing, mentoring associates that successfully transitioned a trial

program into a formal EPMO organization and process greatly contributing to

the company's success and profitability. Accomplishments included:

. Interpreting FCC documentation, developing engineering and project

plans to implement CALEA (law enforcement tools) across 11

markets/systems.

. Developing complex technical and project plans, managing a regional

team for CDMA and TDMA conversions (digital air-interface) across all

markets which provided a significantly increased coverage area for

customers. Including required system growth (expansion frames, nodes,

etc.)

. Participating in regulatory committees, developing requirements and

plans to implement a new enhanced 911 service that avoided fines from

the FCC and increased customer service and safety.

. Working with vendors to develop technologies and resolve startup

issues, planned and implemented Voice Mail and Voice dialing services

which increased revenue and customer satisfaction.

. Provided long-term (3-5 years) planning for all systems

. Determined the need for new features and problem resolution in new

generic releases and patches. Tracked and implemented system

updates/loads.

ASSISTANT DIRECTOR, NEW TECHNOLOGIES AND PRODUCTS, Hoffman Estates, IL

(1994-1997)

Led team of 15 engineers with an annual budget of $1.5M designing and

implementing new technologies that provided new services and features for

customers.

. Provided Tier 3 technical engineering support for escalation and

resolution for all of the engineering and operations personnel within

the company which provided detailed and comprehensive technology

evaluations and plans that allowed for implementations of

technologies.

. Selected, implemented, and managed new platforms, applications, and

technologies including:

o New core system technologies including nodes, ATMs, and others.

o Revenue Assurance. Billing of all cellular calls and ensured

ongoing integrity.

o PrePay. Allowed millions of new customers to be served while

providing assurance of revenue for company

o Voice Mail. Evaluated (Brite and Glenayre) and implemented

. Managed all technology/product vendors including contract negotiations

and the development and performance of SLAs.

. Participated on national government regulatory committees involved in

defining standards and protocols for CALEA (law enforcement tool for

cellular) and IS-41 (protocol for interfacing adjunct systems and

interoperability.

. Analyze system data and marketing forecasts to determine and recommend

switch additions and upgrades. This also included determining the

need for and making recommendations about building additions and

expansions.

. Team lead and facilitator of major Business Process Re-Engineering

program responsible for the success of one of the 5 critical business

process involving Engineering and Customer Service. Also led 3

quality improvement teams for improving efficiencies within

Engineering and Operations processes that improved product development

and testing and for technical support.

MANAGER, NETWORK OPERATIONS CENTER, Hickory Hills, IL (1989-1994)

Led team of 12 technicians with an annual budget of $1M providing 24x7

surveillance, technical support, remote maintenance, trouble

tracking/resolution. This center provided services critical for the

operation and performance of all switch, cell, and adjunct equipment for

all Ameritech Cellular cellular and adjunct systems. The NOC was also

provided the off-hour customer support for the company.

MANAGER, TRANSLATIONS, TRAFFIC ENGINEERING & CARRIER MANAGEMENT

Schaumburg, IL (1984-1989)

Designed, developed, implemented, and maintained cellular systems

translations which included operational databases required to operate

cellular switches, cellsites, call routing (least cost), and adjunct

systems. Developed initial routing templates used for cellular operation

in U.S. Worked with Bell Labs developers to design switch code changes to

facilitate the operational requirements for Customers. Maintained and

improved routing schemes for efficiencies and least cost. Managed all

regional transport facilities that included monitoring of capacity,

planning and maintenance of system growth and the efficient use of resource

for the companies entire inter and intra system trunking. This also

involved vendor negotiations, the development and management of SLAs to

meet Customer requirements. Responsibilities also included the development

of the facilities budget and planning cost reductions.

ASSISTANT MANAGER, NETWORK OPERATIONS CENTER, Hickory Hills, IL (1983-

1984)

Within the first cellular NOC within the United States, monitored cellular

systems health, diagnosed and resolved system problems, coordinated

maintenance routines, developed OSS rules for cellular surveillance, and

scheduled and loaded new software releases.

EDUCATION

DeVry Institute, Chicago, IL

Electronic Engineering

PROFESSIONAL DEVELOPMENT

. Overview of Ericsson GSM technology

. NetExpert Rule (OSS) Development Training

. Managing Quality Improvement

. Quality, Productivity, and Competitive Position - Instructor: W.

Edwards Deming

. 5ESS (cellular application)

. Autoplex cell maintenance

. Autoplex switch maintenance

. Electronic Switching (ESS1A)

CERTIFICATIONS

FCC (Federal Communications) license

TECHNICAL SKILLS

. Waterfall and AGILE/SCRUM methodologies

. Telecom (wireline and wireless) switching system maintenance

. Cell site maintenance

. Wireless OSS

. Radar Repair Technician Specialist 5th Class (U.S. Army)

. Benchmarking and Quality Improvement.

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