Project Manager Customer Service

* *******

PMI Certified PMP with **+ years of progressive, client facing experience

in project management/system engineering for complex, large system

development/integration projects covering infrastructure deployment

(LAN/WAN, disaster recovery, application content delivery, datacenters) and

the development and implementation of eCommerce applications (web, retail,

3rd party payment channels) and custom command/control/enterprise

reporting/customer relationship management applications for cash and

electronic transaction based revenue collection systems.

Skilled in leading multi functional teams in the completion of system

integration projects that meet specific business objectives and deliver a

solution that meet the needs of internal and external customers. Hands on

experience of managing requirements, micro-transaction data analysis,

customer acceptance testing and implementing process improvements,

methodologies or tools to improve project delivery efficiency.

Demonstrated ability to maintain a high level of communication with

internal and external customers to ensure that requirements are met and

projects are delivered in line with expectations. Can communicate

effectively with clients, developers, subcontractors and executive

management across broad spectrum of technical knowledge and capabilities.

2 Professional Experience

1 Telvent Caseta, Austin, TX 2008-Present

Senior Systems Engineer

1 Telvent Caseta offers electronic toll collection and customer service

center systems for the Electronic Toll Collection industry. Installed

systems are located in New York, New Hampshire, Rhode Island, Texas,

Colorado and California and process more than 200 million annual

transactions and $1.4 billion in toll revenue.

Currently serving as a senior systems engineer in Telvent's Caseta

division. Provide business development support to the VP Operations in a

technical role responsible for participating in and leading aspects of the

proposal development process as well as project management and systems

engineering support during project delivery, operations and maintenance

phases.

Accomplishments include:

Led the technical design and identification of hardware/engineering costs

for more than 18 proposals ranging in value from between $1,000,000 and

$25,000,000

Designed highly available, multi-site datacenter system architecture that

forms the basis of all future Telvent Caseta proposals for customer

service/violation processing centers. Architecture includes VMware

infrastructure, content management switches, SANs, Oracle 11g database and

Silverlight based application servers.

Implemented significant process improvements and formalized Telvent

Caseta's approach to the management of project technical requirements

during project delivery phases to ensure repeatability and introduce

improved quality in requirements management activities in future projects

Managed and implemented improved process for material control management

and tracking during project delivery and maintenance phase. Included

process for analyzing and forecasting cost estimates to complete

Completed the system design and deployment of two, high profile, high

volume, open road and conventional toll booth based E-ZPass systems

processing over 75,000 transactions per day in New Hampshire and Rhode

Island within 9 months of notice to proceed

Managed relationships with multiple technology vendors/subcontractors to

ensure that hardware and professional services are procured effectively and

delivered on time and do not impact the project critical path schedule

2 TransCore, San Diego, CA 2001-2008

Project Manager/System Engineer

1 TransCore manufactures RFID equipment and develops, operates and

maintains RFID based revenue collection systems and customer

service/violation processing centers for the Airport and Electronic Toll

Collection markets. TransCore's systems operate in 90% of the top ten

busiest US airports, 7400 ETC lanes and 27 customer service centers.

Provided project management/systems engineering for revenue collection

systems using RFID technology in the electronic toll collection (ETC) and

Airport ground transportation markets. Responsibilities included day to

day management of project deliverables, project changes,

commissioning/acceptance testing, vendor/subcontractor procurement,

subcontractor performance management, customer relationship/expectation

management, customer invoice creation, subcontractor invoice approval and

project financial performance/profitability.

Accomplishments included:

Project manager for two concurrent complex system integration projects in

Denver and Reno over 8-12 month installation time frame.

Led multi functionality teams (C/VB/Java/SQL software developers, hardware

and network engineers) during the development and implementation portions

of three system development life cycle (SDLC) projects ranging in cost from

$350,000 to $7,000,000 and duration from 6 months to 18 months.

Managed design and deployment of multi-tiered system architecture, highly

available web site (autoexpreso.com) and datacenter for Autoexpreso project

that enabled operations to distribute over 320,000 transponders in the

first two years of operations compared against the original plan of 300,000

in five years

Completed technical solution design, development of project plans,

statements of work and systems engineering approach and identification of

hardware/engineering costs for more than 12 ground transportation,

electronic toll collection and customer service/violation processing center

systems ranging in cost from between $350,000 and $15,000,000

Managed the design and implementation of a semi-automated structured

process for deploying system changes from test environment to production

environments. This required the design of custom scripting in coordination

with on site system administration staff to reduce build distribution times

from several hours to less than 30 minutes.

Employee of the Quarter (2004-2005) when leading multi-functional

development/test team during the first six months of live operations for

the Autoexpreso system at 19 toll lanes, 2 plazas, 1 datacenter, 1

storefront and 300 retail locations in Puerto Rico

Managed the troubleshooting of payment and change management issues

associated with web-based (VISA/Mastercard) and retail POS based (cash,

debit, credit) pre-payment transactions (>$64 million per year in $2 - $40

increments) and toll lane debit transactions (58 million transactions per

year in $0.25 to $1.25 increments) during the first 12 months of

Autoexpreso operations

3 Association of Train Operating Companies

(Rail Settlement Plan), London, UK 2001

Business Analyst - Independent Consultant

1 Trade Association for all 26 Train Operating Companies in the UK. Rail

Settlement Plan provides a central clearing house for all timetable,

ticketing and revenue distribution to train operators and maintains over

8500 ticket issuing systems.

Short term consulting contract to provide business analyst support to the

Rail Settlement Plan's (RSP) Distribution Manager during 9m commercial

negotiations for the provision of maintenance services to more than 8000

legacy ticket issuing systems. Accomplishments include identifying

negotiating leverage, developing financial cost model and preparing status

reports to TOC executive management.

4 Detica, Guildford, Surrey, UK 2000-2001

Principal Consultant

1 BAE Systems business and technology consultancy specializing in helping

clients collect, manage and exploit information to reveal actionable

intelligence. Services include strategy formulation through people and

process change to the development, delivery and support of software and

hardware technology.

Project manager for Detica's telecommunications professional services

engagement for the UK Highways Agency's National Roads Telecommunications

Services PFI. Tracked and forecast project costs. Managed technical staff

developing output specifications for PFI procurement documents. Provided

smart card consulting services to the Association of Train Operating

Companies.

5 Castle Rock Consultants, Leesburg, Va & Nottingham, UK 1993-2000

Senior Engineer / Engineer

1 Leading Intelligent Transportation Systems consultancy involved in early

development of first-generation systems for HELP commercial vehicle

operations on I-5 and I-10 between Texas and British Columbia and Smart Tag

electronic toll collection in Virginia.

Progressive experience and responsibility in a consulting role for European

research projects and intelligent transportation system projects in the US

and Europe . Successfully managed design assurance and acceptance test

activities for two consulting contracts with VDOT to ensure that system

integrator provided a system that met VDOT's perception of quality. These

activities led to additional follow up work covering system analysis,

operational analysis and maintenance support to the Director of the Smart

Tag Customer service centers and management of business continuity

preparedness for during Y2k.

3 Technical

MS Project 2000/2007, DOORS, Visio, Excel, Word, Powerpoint, Access, SQL

Server, Serena Dimensions, Jira

iSCSI & FC SAN (NetApp, HP MSA series, Xiotech), F5 Big IP 520, Cisco

LAN/WAN/ASA products

Linux, Windows XP, QNX operating systems. Windows Active Directory

4 Education

B.Eng. (Hons), 2:1, Civil Engineering, University of Nottingham, UK

MS level Systems Engineering Courses, George Mason University, VA (3.89

GPA)

5 Affiliations

PMI Certified Project Management Professional (PMP )

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