Project Manager Management

Joe Cylkowski

Roles: Experience Summary

Project Manager Joe Cylkowski has over 20 years of operational

Change Management experience in the IT & Communication industry,

Strategic Planning involving Business Analysis and Project Management

Business Case Development for financial control, budgeting, vendor

P & L/Budget Management management, and disaster recovery documentation and

Team Leadership planning. Joe Cylkowski has done data modeling

Infrastructure & Network using UML and Visio on projects. Joe Cylkowski has

Implementation Management successfully provided various level of technology

Conversions & Updates support. Joe Cylkowski has performed business

Product Selection analyst duties, including project specifications

Vendor Management gathering, customer operational requirements,

Knowledge Transfer design, construction, testing, and ongoing support

Business Continuity for various telephony and call center environments.

documentation and planning Joe Cylkowski was responsible for working with

Asset Management Issues, Risk, and Action Items logs and reports,

responsible for establishing kick-off project

Infrastructure Experience: meetings, running weekly status meetings, technical

Vendor Selection review meetings, and change implementation

LAN/WAN activities. Joe Cylkowski has the ability to

Network Support communicate effectively with the Customer and the

Server Support Management teams that are involved. Joe Cylkowski

Database support is able to be positively influenced by managers and

Asset Management coworkers. Joe Cylkowski understands the importance

Change Control of the project management role to ensure that the

task data is accurate, presentable, and current.

Tools/Methods:

PMBOK Clients, customers, co-workers, and vendors

Life Cycle Project Management describe Joe as a key resource, demonstrating

through knowledge of the project activities and

ITIL milestones; Joe is goal-oriented, high energy, a

Rational customer focused team player putting the needs of

Microsoft Project Server the client first. Joe provides the highest quality

Visio customer service for the ever changing technology

Primevera environment.

Peregrine Service Center

Skills Inventory

Industry Application: Project Management:

Call Center Operations Project Planning & Development

Service Management Operations Risk Management

Communication Management

Telecommunication Industry Scope Development and Management

Warehousing Operations Resource Management

Financial Operations Vendor Selection & Management

Medical Operations P & L/Budget Management

Knowledge Management

Implementation/Deployment

Workflow Development & Documentation

Education:

Walsh College, Bachelor of Architecture/Development:

Accountancy, Troy MI DNS Operations

DHCP Operations

Additional Certifications: IP Management

PMP ( PMI Project Manager User acceptance Testing

Professional 2007) Active Directory Support

ITIL Foundations (2006)MCP Server Deployment & Management

(Microsoft Certified Video Conferencing

Professional 2006) Call Center Operations

Help Desk support Level 2 & 3

TCP/IP Network Analyst

Certification (ICCP 2000)

CGE (Certified Genesys

Engineer -2001)

EDS :Communication

Professional Internship

(1995)

LOGILENT: Computer Telephony

Engineer (2002)

Chronological Summary of Experience

Business Analyst, Sr.

ASG Renaissance: UMHS/MCIT (3/2008 - 11/2008)

Mr. Cylkowski provided a "gap analysis" of the Software Database,

identifying the critical applications for the UofM Hospitals.

. Validated and documented the data that was in a historic database to

develop a list of the Critical Applications

. Developed a MS Visio data process model of the Software Asset Database

and how the data was being gathered and used by MCIT

. Vetted a MS Visio data model of the process to identify these

applications as to being critical to run the University of Michigan

Hospital

. Initiated the data analysis to create a Software Portfolio using ITIL

tools & Gartner demographics values

. Used MS Access, Sybase, CustomView, and Oracle tools to create custom

queries to identify Critical Application reports for the MCIT

Department's Managers

. Managed weekly reporting and Director updating for this project.

. Provided and documented a process to automate and maintain this Critical

Applications listing after the contract expired

Project Manager for EDS DNS/DHCP Migration

PMO Electronic Data Systems: (6/2006 - 11/2007)

As the Project Manager, Mr. Cylkowski was instrumental in the transition of

the External DNS Zones to GM Network; Migrated legacy GM domains to a

centralized Global DNS/DHCP.

. Migrated UNIX Security Access support to a Global support model.

. Using UML and MS Visio, gathered user & customer requirements

. Define the scope of the work

. Central focus for managing change control activity, CCR submissions,

approvals, and reporting out results

. Form support teams

. Identify global support groups & resolve work agreements

. Schedule/hold project team meeting

. Identify WBS for Project Management software MS Project

. Assign WBS to support teams

. Verify CPM & monitor any potential Risk

. Identify milestone & create reporting metrics

. Maintain "Risk, Issues & Action Item" logs in an Excel form

. Document, test, and implement disaster recovery plans for the affected

project areas

. Develop Visio & PowerPoint presentation for project kickoffs, on going

project status meetings, and Issue resolution meetings with Customer;

outside vendors, and internal support teams

. Monitor & Control critical work activity & project completion status

. Obtain Customer signoff on project completion

. Obtain Customer approval for Scope variance

Project Manager & Senior Telecommunications Analyst for EDS/OnStar (5/1997

- 6/2006)

Mr. Cylkowski project managed the follow activity for EDS/OnStar and

GM/OnStar: Expanded the OnStar Call Center to Charlotte, NC; Managed

installation of three Avaya G3 Switches, VPN networks, VPN Toll Trunks, T-

1's, and DS3; Managed installation of Veriant Voice Recording System;

Expand EDIFY IVR System; Shutdown Farmington Hills Call Center; Upgrade

Charlotte, Nr Carolina Call Center's ASPECT ACD v7; Migrated Desktop

Support Team to new building location; Managed the de-install of an SBC

Meridian Switch; Provided Level 1 & 2 support for Embedded Digital Modem

Program; Migrated the UAT Lab's Hardware to the Plano SMC; Migrated 800

Service from Sprint to AT&T; Upgrade Call Center's Telephony for OnStar

release 3.0; Desktop support for expansion of OnStar Call Center to the

Philippines; De-install analog modem system; PM for selection and implement

call recording system for new call center.

. Using UML, MS Project Management and Visio: documented project scopes;

requirements; and related processes to the call center

. Managed provisioning of all products from close of sales to delivery &

turn up of services to customer

. Manage business relationship with vendors order placement, processing,

service turn up, troubleshooting issues with existing services from

carriers & escalating to carriers services management team

. Manage cancellation and de-installation of circuits with carriers,

equipment returns with customers & track equipment inventory

. Created and provided reports on vendor and carrier metrics and SLA's for

uptime, outage resolution issues

. Managed and updated metric reports on outages, order status, service turn

ups, & scheduled downtimes.

. Using MS Visio and UML; managed Change Control Processes, gathered end-

user requirements

. Analysis of Oracle and Sybase databases to program the call center's

status boards

. Analysis of various databases to provide business intelligence for the

monitoring of call center metrics

. Lead Telecommunication Technician for Project Team in the installation of

two call centers

. Call Center capacity planning of infrastructure and hardware

. Performed trouble shooting and supported the routine operations of the

call centers (different environments): tracking & follow up on open

vendor trouble tickets related to provisioned services escalated to Level

3 for resolution

. Using UML, MS Project Management; coordinated schedules and managed

vendor installation for three Avaya G3 Switches, VPN networks, VPN Toll

Trunks, T-1's, and DS3

. Developed UAT test case for call processing changes using Genesys CTI

software

. Member of Call Center team responsible for designing & reporting of

metrics for stability and effectiveness of Call Center environment and

architecture

. Using UML, MS Project Management, and MS Visio; project managed

installation of Verint Recording System for Quality Monitoring &

Emergency Recording for two sites; a 420 seat location & a 700 seat call

center.

. Developed Test Scripts and UAT requirements for Y2K change over using

UML, MS Project Management, and MS Visio

. Desktop support & LAN support activities for these call centers and

business operations

. PM for the upgrade from Window 2000 to Windows XP

. Document, test, and implement disaster recovery plans

. Implemented projects using life cycle project development

. Provided system analysis and design for IVR, VRU, & Digital Modem Load

Balancing

. Oracle Database Analysis (OLAP), using TOAD to develop and produce SQL

statements for monitoring and investigating business data and Customer

interactions with OnStar systems

Project Coordinator:

EDS/Service Parts Operation: New Product Operations (1/1990 - 5/1997)

. Investigate video conferencing codecs, technology, standards, and video

conferencing protocols as to how they would be affected in manufacturing

environment

. Work with vendors (i.e. PictureTel, PolyCom, AT&T, and Sprint) to

maintain system functionality

. Cost management and variance analysis for compliance corporate standards

. Financial management and analysis support to project teams

EDS Financial Manager

EDS Corporate Operations (12/1984 - 12/1989)

. Creating cost models for projects, developing IRR, Payback, Net Cash

flows

. Strategic business planning

. Managed traditional financial accounting activity

. Managed and controlled Divisional Budgets

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