Project Manager Customer Service
Resume:
Terri L. Knight - **** Sierra Drive - McKinney, Texas 75071
469-***-**** (cell - primary)
Email: ***********@***.*** and ***********@****.***
Project - Program - Life Cycle Manager
SUMMARY OF QUALIFICATIONS
A results-driven, hard working and organized individual with a broad-based
experience in Project Management encompassing all aspects of strategic
planning, product development and business consulting. A team player and
collaborative leader able to build, train, motivate and challenge
associates to outstanding performance while providing client satisfaction
and achieving goals for an organization that ensures success. A fast and
eager learner with a personal commitment to continue to acquire new
professional and business skills and be considered a strong asset to the
growth and profitability of any organization. Demonstrated areas of
expertise include:
( Project Management ( Management ( Team Building
( Training & Development ( Leadership Skills ( Recruiting
( Technical Support ( Strategic Planning ( Coaching / Mentoring
( Organizational Skills ( Client Relations ( Sales Interaction
RECENT PROFESSIONAL EXPERIENCE
Verizon June 2008 - December 2009
Project Manager/Coordinator
Worked within matrixed PMO to provide creative input to develop processes
and requirements for potential vendors (Juniper, Motorola, Tellabs, Nortel)
participating in pending International FTTP (GPON) opportunity in Middle
East. Define Statement of Work for strategic partners for in-country life
cycle project support. Created tracking mechanism to support LOE metrics
through all stages of life cycles of engineering requirements documents for
pending project. Developed boiler-plate operational templates of
communication for field, engineering, operations & sales. Generated
provisioning guidelines to support International OSS/BSS requirements for
pending project.
. Provided work direction and guidance to project team(s).
. Created and delivered presentations on project goals and plans.
. Consulted/interacted with other departments and partners and/or
external sources to gather data and accomplish tasks.
. Coordinated and participated in design document peer reviews.
. Managed activities associated with projects both simple and complex in
nature.
. Track and report design document milestones and provide status report
to management.
. Lead, coached, and motivated project team members on a proactive
basis.
. Ensured all project documentation was safely archived following
project hold.
. Day to day decisions for the overall landscape of objectives and the
application of business rules, policy and strategy.
XO Communications May 2001 -
May 2008
Service Delivery Project Manager/Coordinator
Coordinated cross organizational functions to implement delivery of XO's
full compliment of Broadband Communications (DS1-OC192) for National
Accounts. Effectively managed end-to-end customer experience from order
entry to circuit delivery including, but not limited to provisioning (M6-
Metasolv) vendor and inter-departmental liaisons (Engineering, ISP, OSP,
Operations) with outstanding trouble-shooting, problem-solving,
relationship management and negotiating skills. Major duties included
multi-site, multi band-width circuit conversions for assigned customer
base. Coordinated design, deployment and installation of multi-site
collocation (35) for specific customer across US. Manage trouble
resolution with client base through trouble management system (Remedy).
Developed strategies with account team to increase volume implementation on
assigned accounts by 30% over 18 month period prior to separation from the
company.
. Customer facing and Sales Support
. Worked with project sponsor and vendor to complete project outline
scope, goals, deliverables, required resources, budget and timing.
. Act as mediator between team members and customer.
. Reviewed deliverables prepared by team before passing to client.
. Managed costs of deliverables (service and equipment).
. Worked with users/clients/stakeholders on project priority, scope and
delivery.
. Oversee creation and submission of RFQ, RFP and SOW
. Managed the design, development and revision of project plans.
. Negotiated and managed outside vendors.
. Monitored project status and results and communicated accordingly.
. Reviewed complex data to define and assign project tasks.
. Liase with IT on new system development, process improvement and large
scale change projects.
. Validator and point of escalation.
Winstar Communications October 1998 - April 2001
Implementation Manager
Managed matrixed organization during implementation and integration of
Winstar's central offices in St. Louis MO, San Jose CA, San Antonio TX and
Austin TX. Created project plans to ensure successful delivery and
installation of required switch, transmission and test equipment to support
Winstar's wireless fiber technology. Managed and resolved issues
encountered by the Integration team prior to delivery of new sites to
Operations. Created and executed test plans with Local Exchange Carriers
and various Winstar organizations to support various product offerings.
. Orchestrated site surveys, design, installation, and activation of
switch sites.
. Clearly communicated expectations to project team members and external
vendors.
. Managed day-to-day operational aspects of project and scope.
. Minimized exposure and risk on projects.
. Prepared engagement reviews and quality assurance procedures.
. Weekly follow ups with team, management and external vendors.
. Collaborated with functional groups on effectiveness and efficiencies
of processes including production, IT conversion teams, materials
planning, logistics and customer service.
HISTORICAL PROFESSIONAL EXPERIENCE
MCI Local Services
August 1995 - October 1998
Project Manager
Developed, planned and managed the implementation of MCI's Local fiber
optic network construction for the Southeast and Central territories.
Created reporting, monitoring and budgetary control techniques to ensure
successful implementation of networks in Raleigh, NC, Atlanta GA, Tampa FL
and St. Louis MO. Indentified variances to plan and recommended corrective
action to bring projects within 5% of projected capital budget.
MCI Stentor Alliance June 1994 - August
1995
Project Manager
Facilitated cross-organizational communications to identify impacts of
implementation strategies required to merge MICI's and its Canadian
Alliance, Stentors' billing, order entry, systems engineering and
provisioning systems. Assisted in development of project definitions to
ensure seamless transition of services.
MCI Network Engineering April 1992 -
June 1994
Manager
Managed engineers responsible for overall translations maintenance and
integrity of MCI's domestic switched networks through audits, systems
enhancements, testing, installation, and implementation of software
interfaces for the Digital Switch, DEX-600 and Northern Telecom, DMS-250
switches. Participated in Joint Application Development (JAD) sessions for
new and existing products, services and systems.
MCI Network Engineering June 1986 -
April 1992
Switch Translations
Analyzed and established critical and specific actions required for
domestic switched network design changes. Performed preventive and
corrective network servicing through coordination of Telecom Central
Offices, MCI Switch sites, and other industry resources. Trained new and
relocating employees; developed processes and procedures for the use of
newly designed routing database systems. Lead the team in the design and
documentation for User Acceptance testing for automated switch translation
database maintenance system. Implemented the migration of routing
translations to the IBM mainframe. Automation reduced staff requirement by
50% for future redeployment for new products and services for rollout.
PROFESSIONAL TRAINING
Completed 4/2010: 60 Hours Project Management Certificate Series @ Collin
County Community College
PMI PMP Certification: In Progress
SYSTEMS
Remedy (Trouble Management), M6 ((Metasolve-Oracle) TBS)), iVAPP, Siebel,
WFM
EDUCATION
BA - Speech Communication and Broadcast - North Carolina A&T State
University - Greensboro NC
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