Project Manager Customer Service

Cliff Kirk

***** ********* ***** ( Purcellville, VA 20132

*********@*******.*** 703-***-****

Qualifications Profile

Innovative and competent Director with successful performance record. Solid

leader able to manage multiple teams, priorities and handle time

constraints. Well-known for excellent customer support and consistent high

marks from clients. Demonstrated ability to rapidly master new concepts and

convey them to others. Proficient in managing complex projects. Strong

communicator with flexibility to communicate and collaborate across all

levels and adjust communication style to meet constituent needs. Detail-

oriented with established organizational skills. Proficient in MS Office

Suite, Project, and Remedy.

Qualifications Include:

o Coaching and Training

o Team Management

o Project/Program Management (SDLC/Global)

o Vendor Management

o Budget Management

o Customer Service

Professional Experience

Speed-n-Light December 2009 - Present

IT Director

Work with clients to plan and complete fiber optic splicing and the

installation of data cabling per requirement. Travel extensively to remote

locales to complete installation and testing activity during business and

non-business hours. Support CEO with business development to include

client expansion.

Visa, Inc. April 1989 - December 2009

Director Implementation & Telecom Services 2004 - 2009

Managed a team of project managers and a team of network engineers

supporting the deployment of new products and services for Visa's clients.

Provided global project and program management support that involved

complex implementations while achieving high client satisfaction results.

Managed deployment vendor NCR and provided input to the management of AT&T,

Verizon Business, and Cisco. Streamlined efficiencies within the department

to achieve a 30% reduction in timeframe with deploying products and

services to market.

o Participated and contribute to the RFP process with Visa's vendors

resulting in lower contractual costs and improved service levels.

o Developed Business Resumption Plan (BRP) and associated calling tree for

department; participated in quarterly BRP test.

o Enhanced a global implementation process to support a file transfer

bankcard processing product resulting in a 20% reduction in client

recurring monthly fees and shortened deployment time frame.

o Manage staff reviews, merit increases, and bonus plans.

o Assumed client billing resulting in a 90% improvement over recurring

errors.

o Collaborated with departments to obtain project forecasts and develop

best practices.

o Provided endpoint readiness function to assist with process of

implementing new Visa clients (average 10 per year).

o Traveled to client sites to provide implementation solutions, address

questions, and concerns.

o Utilized extensive knowledge of network infrastructure to include

carriers (local & long distance), TCP/IP protocol, VPN, file transfer,

encryption, compression, and ISO 8583 message formats to deploy the many

Visa products and services.

o Adept at interfacing with all levels of management.

o Worked with development to deploy Remedy as a change control applications

and assumed role as subject matter expert for the department.

Cliff Kirk Page 2 of 3

Senior Project Manager 1993-2004

Supported multiple complex projects concurrently involving the the

implementation of new Visa bankcard processing clients, products and

services, and enhancements to an existing global network infrastructure.

Generated recurring progress and service level tracking reports for senior

management.

o Managed numerous corporate initiatives resulting in lower processing

costs to Visa and the client associations.

o Deployed new Visa products and services to clients, streamlined

processes, and updated core documentation.

o Assisted clients with network infrastructure and application related

questions.

o Visited client sites to discuss implementation solutions, address

questions, and provide recommendations.

o Managed vendors associated with the deployment and support of Visa's

global network.

o Maintained project documentation in SharePoint application and utilized

stringent change control requirements.

o Received numerous awards for high client satisfaction over a multi-year

period.

Access Systems Engineer 1991-1993

Provided technical assistance to a team of project managers as it pertains

to network infrastructure, capacity planning, application, and

operationally accepted implementation changes. Reviewed client proposals

to ensure requested changes met Visa's operational standards. Provided

vendor managed for AT&T, Verizon Business, IBM, MicroAge and Motorola.

o Traveled to client sites with Project Managers, Marketing, and Account

Management to discuss the deployment of new Visa product/services and

assess impacts.

o Reviewed new Visa product/services functional specifications and software

releases to determine impact to existing implementation processes and

core documentation. Implemented changes to ensure Project Managers and

clients were not affected.

o Provided direct management of complex corporate initiatives that affected

Visa's vast global network.

o Worked with other department engineers to ensure capacity processing

requirements are properly planned and budgeted on an ongoing basis.

Project Manager 1990-1991

Managed multiple projects concurrently involving client hardware,

application, and network infrastructure changes. Achieved awards for

supporting highest number of projects and highest customer satisfaction

within the team.

o Generated project plans, technical specifications, impact, and

requirements for all projects.

o Act as a focal point for all project issues and manage internal resources

to ensure expected time frames are met.

o Support Marketing and Account Management with client visits to discuss

implementation processes and solutions.

Network Installation Support Analyst 1989-1990

Traveled extensively to Visa's clients to install and test Series 1's,

System/88's, PS/2's, IDNX nodes, and various Motorola hardware. Provided

support with the installation of matrix switches, IBM front-end processors,

and mainframes at Visa NOC. Extended in-house wiring from demarc to

equipment locale.

o Participated in departmental meetings to discuss deployment plans for new

Visa products and services.

o Provided technical assistance to Visa NOC and clients with issue

resolution.

o Generated monthly progress reports for senior management.

Cliff Kirk Page 3 of 3

CRC Systems Inc. May 1988 - March 1989

Senior Engineer 1988-1989

Managed a core team of engineers with the design and procurement of

hardware and circuitry for the Defense Data Network (DDN). Traveled to

client sites to conduct audit of hardware and interconnectivity to ensure

accuracy and requirements are being met.

o Coordinated the connection and activation of interswitch, computer

terminal, and multiple dial connections associated with the packet

switching nodes deployed.

o Managed staff review process.

o Worked with team to ensure client satisfaction remained high at all

times.

U.S. Air Force December 1981 - August 1985

Telecommunications Systems Control Technician 1981-1985

Managed a team of NOC technicians (50-60 staff) supporting and maintaining

analog and digital telecommunications. Performed weekly quality control

checks of microwave "shots", analog/digital convertors, delay processors,

and various other hardware. Held a "secret" clearance while performing

duties.

o Maintained circuits traversing satellite, microwave, high frequency,

cable, analog, and digital.

o Supported the "Washington Area Wideband System" and White House

communications.

Educational Background

Global Knowledge/Cisco/Skyline/ Jackson-Reed, Inc.

1989- 2009

Visa Practical Leadership In Action Workshop, Exercising Influence,

Understanding Networking Fundamentals, Internetworking with TCP/IP, Cisco

Boot camp, TCP/IP, The Internet and It's Applications, Requirements

Gathering with Use Cases and UML, MS Project 2000.

Virginia Polytechnic and State University

Studied Electronics Engineering / Bachelor of Science degree program

1988

U.S. Air Force

Telecommunications Systems diploma 1982

Concentration of Satellite communication, Wideband Systems (Microwave and

Troposphere Scatter), High Frequency Radios, Modulation and Multiplexing

Techniques, Circuit Conditioning, Quality Control, Teletype and

Cryptographic Equipment, Test Equipment, and Performance Monitoring

Techniques.

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