Project Manager Customer Service

Jeremy E. Janas

Livermore, CA ***** ( (Cell) 510-***-**** ( abkxi0@r.postjobfree.com

Technical / Project Manager

Accomplished Project Manager with proven track record working in large

corporate and fast paced environments. Manage multiple medium to large

complex projects for consumer and business product lines within

telecommunications industry, with budges ranging from $150k to $9 million.

Exceptional organization skills. Comfortable communicating and working with

all levels of management, business and technical staff in creating

solutions. Strong problem-solving and aptitude for understanding complex

project scopes and deliverables.

Strong leadership while cultivating a positive work environment, and

promoting a spirit of collaboration. Partners with project stakeholders and

demonstrates exceptional negotiation skills with a commitment to developing

relationships and vendor management. Effective in managing onshore and

offshore teams with a strong commitment to quality, customer satisfaction

and assumes complete ownership of all projects

PROFESSIONAL EXPERIENCE

SBC/AT&T, San Ramon, CA

2004 - Present

Project Manager, IT PMO (2005 - Present)

Plan and direct IT projects through software development life cycle (SDLC)

spanning multiple organizations and cross-functional application teams on

strategic program/project business strategies for DSL, mobile, enterprise

and online product lines.

Interface and partner with key business stakeholders, clients, product

management, marketing, resources owners to develop project plan, schedule,

scope, and budgeting to ensure timely deliver of project.

Guide and collaborate with multiple requirements, development, QA, teams to

develop and build product deliverables throughout the projects entire

lifecycle.

Drive efficiency in deliverables by enforcing project schedule, clear

communication of status, issues, change/risk management to PMO, leadership

and client to ensure quality of end product.

Owner and Subject Matter Expert (SME) for quality of all project artifacts,

project financial tools and process questions. Examine data processing

standards, data integrity/security; SOX audit controls, system

documentation, system processes, policies/procedures, and federal/state

compliance. Ensure all projects are implemented under AT&T's proprietary,

CMM-compliant IT-UP/PRISM software development process.

Key Projects:

. PeopleSoft and Oracle CRM software/database installation and version

upgrade.

. Memory and hard drive upgrade for UNIX, Linux, and Microsoft Server.

. Standardize credit policy for handling high risk/unknown customers for

all internal/external ordering/CRM systems and third party vendor

applications.

. Phase 1 and 2 implementation of new small business VOIP product line.

. Microsoft SharePoint implementation for collaboration and team

documentation.

. Functionality enhancement to 2Wire CPE firmware.

. Credit card security upgrade enterprise-wide.

Key Accomplishments:

. Devised strategies to keep complex projects with constantly changing

client requirements moving forward.

. Kept teams focused and motivated despite acquisitions, re-organizations,

outsourcing, and downsizing.

. Recommended and instituted change to process in order to save time and

to ensure integrity and quality end deliverables adhere to companies

standards.

. Successfully implemented key credit policy project within budget of $8M,

impacting 44 application teams across 5 different organization that

standardized payment deficiencies in legacy, online, front and back end

ordering systems for consumer and business.

. Created and designed team share point site for job aids, training,

process updates and tips for other project managers within PMO.

- Continued

Jeremy E. Janas - Page 2

SBC/AT&T, Project Manager (continued)

. Identified alternative solutions that saved SBC/AT&T $100K+ in capital

dollars; reduced client costs by utilizing internal rapid deployment

processes.

. Asked to train and mentor other project managers on new processes;

awarded by AVP of PMO for efforts.

. Established SLAs with new third party vendors for post-implementation

support and collecting impact assessments for project estimates.

. Facilitated delivery of timely, high-quality deliverables by initiating

annual client survey and lessons learned.

. Kept costs and budget variances down to a minimum; passed all SOX

audits.

. Assigned difficult system upgrade in 6 months vs. company standard of

one year for new project managers.

. Met or exceeded all company and personal goals on quarterly/annual

reviews.

Analyst (2004 - 2005)

Technical writer and owner of system/technical requirement documentation

for CRM, billing, ordering and agent/customer facing support sites. Worked

closely with business clients and internal development and testing teams.

Supported project thought out the entire projects lifecycle. Utilized AT&T

internal proprietary EXPRESS process for SLDC.

Key Accomplishments:

. Core resource in creation of system requirements, high-level design

documentation, tests plans and interface agreements between application

teams and vendors.

. Prevented project delays by proactively alerting program managers of

potential problems.

. Became Subject Matter Expert on internal billing, customer care (CRM),

and ordering systems.

. Presented detailed analysis of end user experience on customer facing

support site to leadership, which resulted in positive changes to the

site to provide a better customer experience.

PRIOR EXPERIENCE

AT&T Broadband, Customer Service Representative

Pacific Bell Telesis, Customer Service Representative; achieved 3

"Outstanding Service" awards

TECHNICAL SKILLS

Programming: C++ (high-level understanding), basic HTML

Databases: SQL Server, Oracle, Access

Hardware: PIX Firewall, Cisco Catalyst Series switches

Platforms: Red Hat Linux, UNIX, Windows, Apple

Software: MS Office Suite, MS Project, PowerPoint, PeopleSoft, 2Wire,

Adobe Suite (Flash, Dreamweaver and Photoshop), Quality Center,

TOAD, Agile

Technologies: Mobile Telephony Standards: (GSM, HSUPA, EDGE, CDMA, LTE,

WIMAX) Wireless Standards: 802.xx

LANGUAGES

Conversational Mandarin/Chinese

EDUCATION/CERTIFICATION

. Bachelor of Science, Network and Communications Management, DeVry

University, Fremont, CA

. Certificate of Completion: Mandarin/Chinese, Shandong University, Jinan,

Shandong China

Contact this candidate