Project Manager Customer Service

Pamela D. Dacus

**** ******* **** **** ( Pflugerville, TX 78660 512-***-**** (

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

PROFESSIONAL SUMMARY

Senior Project/Program Manager recognized for successful collaboration with

cross segment teams for the implementation, operations and service delivery

to large complex customer accounts.

Project Initiation, Implementation, Managed Services

Lifecycle Cisco Unified Communications,

Professional Services Contact Center

Engagement Management Application and Desktop

Multiple/Remote Site

Customer Relationship/Service/Lifecycle Partner and Vendor Management

Management

24x7x365 Contact Center / Break Fix IT Operations

Management/Supervision

PROFESSIONAL DEVELOPMENT/CERTIFICATIONS

Certified in Project Management- PMP

Certified in ITIL- Foundations Certificate

Coursework & certifications in relationship, operations management and

project communication

PROFESSIONAL EXPERIENCE

Travis County Information Telecommunications Services, Austin, TX

2009-Present

Project Manager\Program Manager

Manages projects as customer focused IT Program Manager for the improvement

of IT systems and to deliver efficient service to constituents and internal

business units.

. Serves as IT liaison and on-site resource to bridge technology gaps,

deliver service and to collaborate between the application development,

purchasing, legal and social services teams.

. Manages intranet revision project including supervising vendor

engagement, executing user training focus groups and establishing

intranet web content management team.

. Leads and directs on-site IT staff to ensure projects and development

efforts are prioritized and aligned with the departmental strategic plan.

. Builds relationships with department management and staff through the

analysis of business needs and operations fostering partnerships as a

change agent to update existing technology systems.

. Performs process assessments, evaluates resources and current

methodologies providing recommendations to define and establish process

and procedure.

. Establishes and manages relationships with partners, vendors and third

party distributors.

Department of information resources, Austin, TX 2008-2008

Project Manager

Managed integration and provided support operations for Unified

Communications projects to large public service accounts, IEES TIRN.

. Managed project in a support role for the migration of a complex VoIP

telephony system and its managed services from supplier/vendor to in-

house agency management.

. Gathered requirements and facilitated collaborative efforts for the

deployment of equipment and configuration of identical data centers.

. Created customer operational Wiki pages for the DIR managed services

support of the 211network.

. Planned and organized the successful implementation of a 20+ site IT

desktop systems software configuration project.

. Coordinated and managed internal or vendor/partner resources to achieve

multi-site hardware/software installation milestones and customer

acceptance of system installation.

Cisco Systems, Austin, TX 2000-2008

Project Manager

Provided managed services oversight and project management of commercial

and business accounts from pre-sales project inception, to implementation,

through to full-lifecycle phases. Managed WAN, LAN, VoIP customer, vendor

and internal projects totaling $15.3M+ in annual revenue.

. Achieved 50% increase in engineering efficiency for Merrill Lynch account

by creating and implementing service delivery process improvements that

streamlined ticket routing.

. Enhanced operational efficiency of 15 remote engineers supporting

implementations for Merrill Lynch, JP Morgan Chase and IBM VoIP accounts

by conceptualizing, developing and managing team intranet page to

disseminate key processes and procedures.

. Exceeded customer expectation through the managed services collaboration

with service desks in the States and abroad to create shared processes

driving to results high impact and critical incidents.

. Retained customer loyalty through monitoring and improvement of delivery

processes and procedure, service level agreement, performance reporting,

root cause analysis and exceptions notification.

. Improved service by developing change management forms, processes,

database and collateral supporting changes; including development of ad-

hoc database to meet customer security standards.

. Increased monthly recurring revenue by leading special projects team to

develop/execute cross-segment processes and operationally integrate a

managed services contract agreement w/Broadwing and partners.

. Received recognition for exceptional customer service and advocacy,

including Sales Award for Outstanding Customer Service.

Office of the Attorney General, Austin, TX 1998-2000

Manager

Spearheaded multi-million dollar secure electronic commerce funds transfer

system (EFT/EDI).

. Managed team of 12 and 100+ electronic interfaces/accounts between

agency, county governments, banking institutions and businesses.

. Reduced $1M accounting suspense balance 60% within two months through

coordination and motivation of staff and internal business functions.

. Reconciled 125 bank accounting and payments by drafting internal and

multi-site business procedures to establish accounting standards and

documentation.

. Resolved technical issues and inquiries on system availability, data

interchange and project implementation.

. Drove implementation of new national outbound transmittal system as

liaison with IT staff on system configuration development and creation of

business process report.

Kaplan Educational Centers, Austin, TX 1997-1998

Operations Manager

Led operations, marketing and customer service/satisfaction efforts for a

multi-million dollar educational firm.

. Facilitated client service improvement and reduced service inquiries by

fostering communication and good will between call center, corporate and

satellite offices.

. Increased new business 20% by planning and implementing mass mail

marketing campaign targeting prospective clients in Louisiana and Texas.

TECHNICAL SKILLS

MS Office & Access, Oracle ERP, Remedy, CRM-Salesforce.com, Lotus Notes,

ePub, Wiki, Confluence, EDCS, Bugzilla, Lotus Sametime, Connections, Forms,

IBM Websphere and Web Content Management, Quickr, Sharepoint

EDUCATION

Bachelor of Science, Psychology/Management, West Texas A&M University,

Canyon, TX

AFFILIATIONS

Project Management Institute- Austin, Texas (PMI)

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