Manager Project

Cynthia Z. Hoyos, PMP

***** ** **** ***** *******, FL 33029 ? 954-***-**** ?

*************@*****.***

SUMMARY

Senior IT Project Manager and Consultant with extensive experience in the

IT operations and infrastructure. Excellent communications, analytical and

problem solving skills with a reputation for driving results in demanding

environments. Fluent in English, Spanish and conversational French.

KEY COMPETENCIES

Staff Development Operations Strategy Planning Coaching and

Management Mentoring

Budget Management Leadership Project Management Telecommunications

Development

Cisco VoIP Security/Risk Lifecycle Windows/Macintosh

Management Methodology Platform

EDUCATION

Project Management Institute (PMI), Project Management Professional (PMP)

Certification

Master of Arts, Computer Resources and Information Management, Webster

University, Orlando, FL, 1996

Bachelor of Arts, French & Spanish, Iowa State University, Ames, IA, 1988

Study Abroad: Oxford, England, & Lyon, France

KEY IT PROJECTS EXPERIENCE

CRM Marketing Automation, Cisco VoIP Implementation, Desktop & Server

Operating Systems Migrations, Lotus cc:Mail to Exchange Migration, Server

Consolidation, Server Room Infrastructure Upgrades, Wi-Fi Implementation,

Blackberry Implementation, Broadband Wireless Implementation, Disaster &

Recovery Testing, Company Merger & Separation, Alternative Office System,

PBX Upgrades, UPS Upgrades, Circuit Upgrades, Token-Ring to Ethernet

Upgrade, Printer Upgrades, Right-Fax Implementation, Global Scanning

Upgrades, Virus Remediation, Security System Upgrade, Tax Dual Monitor

Implementation, Tax Scanning, Software Push Testing, Software Upgrades &

Cellular Range Testing.

TECHNOLOGIES

Video Conferencing, Windows XP, Apple, Lotus Notes, MS Exchange, Cisco Call

Manager 4.x - 7.x, Cisco Unity, Cisco Mobility Manager, Cisco Contact

Center, Peregrine, MS Office, GroupWise, MS Project Server, Peoplesoft

Human Resources, Global Financial System (SAP), Visio, FoxPro, FileMaker

Pro, MS Netmeeting, Lotus Sametime, MS Remote Desktop & PC Anywhere.

TRAINING

Cisco Advanced IP Communications Sales Specialist, Cisco Data Center

Networking Sales Specialist, Cisco Data Center Storage Sales Specialist,

George Washington University Project Management Principles, Microsoft Live

Meeting, Communicating and Influencing Effectively, Engagement Economics,

Leading Teams, Client Service/Business Development, Leading with

Creativity, Technology: Windows, Network & Lotus Notes, Essentials in

Telecommunications, PBX Administration Beginners Avaya Infinity G3,

Prologix Unix, Peregrine Service Center, Certified Ethical Hacker Training,

Implementing Cisco Voice Gateways and Gatekeepers, Cisco Unity

Administration, Cisco IP Telephony Troubleshooting, Cisco Call Manager

Administration.

PROFESSIONAL EXPERIENCE

datacorp, Doral, FL June 2009 - Present

South Florida full-service network consulting and data center integration

firm specializing in helping customers rapidly design, deploy, and support

I.T, infrastructure across Microsoft, Citrix and Cisco platforms.

SENIOR PROJECT MANAGER, Consulting Services

* Manage full life cycle projects specific to IT infrastructure

following PMI methodology.

* Perform pre-sales, and execute proposals and statements of work to

engage client services.

* Use appropriate influencing and consensus building skills to manage

client expectations.

* Manage day-to-day project operations: time and expenses, project

profiles, and issues tracking.

* Prepare materials and provide status reports and management updates.

* Manage team performance.

Solvis Consulting, LLC, Miramar, FL November 2007 - June 2009

South Florida full-service management consulting company specializing in

customer relationship management (CRM) for the US, Canada, Latin America

and Caribbean markets.

PROJECT MANAGER, Operations and Consulting Services, Subcontracting

* Met with prospects and managed the sales cycle including pre-sales and

account management working directly with stakeholders and C-Level

executives.

* Work with senior technical analysts and business users to deliver

business assessments.

* Managed CRM projects including project plans, staffing, risk

management and budget planning.

* Gathered CRM and marketing requirements to verify scope of work for a

SAS Marketing Automation project.

* Prepared proposals and negotiate billing pricing to create statement

of work.

* Worked with third party consultants to develop a marketing loyalty

program with large Colombian company.

* Worked with client accounting department to manage the complete

billing cycle, invoicing and payment collection.

* Managed and resolved any risks and escalated technical issues between

project technical staff and client.

* Managed office operations including budget management, staffing, new

office legal and governmental transactions, accounting, project

resourcing and any other administrative tasks.

pMI SOUTH FLORIDA CHAPTER, Fort Lauderdale, FL March 2008 - Present

Project Management Institute local community, which helps spread awareness

of the profession and PMI by reaching out to organizations providing

opportunities to learn, network and earn Professional Development Units

(PDUs) toward maintaining credentials.

DIRECTOR, Center of Excellence, Volunteer January 2009 - December 2009

* Responsible for the direction of the Center of Excellence committee,

which primary effort is to increase the knowledge and awareness of the

Project Management profession in the South Florida region.

* Development of awareness programs with local C-Level executives and

other area professional associations.

* Managed and delegated deliverables to team of volunteers to complete

any necessary projects for Center of Excellence activities.

* Worked with technology team to design and manage Center of Excellence

online presence in the SouthFloridaPMI.org web page.

Merrill-stevens dry dock company, Miami, FL May 2008 - November 2008

Incorporated in 1885, Merrill-Stevens specializes in providing brokerage,

chartering and repairing services for the mega yacht industry.

TECHNOLOGY MANAGER, IT Operations

* Saved over $19,000 in telecom expenses by conducting audits of telecom

expenses.

* Established and documented a disaster recovery plan for the company

for hurricane threats.

* Implemented new change controls and standards and procedures for all

areas of the IT department.

* Directed the operation, security, and maintenance of the computing and

networking infrastructure.

* Managed all vendors and outsourcing services providing technology

solutions to the company.

* Managed all project management activities within the IT department.

* Managed asset management, IT procurement and budget for the IT

department.

* Reported directly to the Chief Financial Officer/Executive Vice-

President.

PricewaterhouseCoopers, Miami, FL October 1998 - November 2007

World's largest professional services firm with US revenues of $7.5 billion

in 2007, providing industry-focused and private company assurance, tax, and

advisory services.

TECHNICAL MANAGER, Implementation Services May 2007 - November 2007

* Key player in the Cisco VoIP implementation that won the top 25 most

innovative company award InformationWeek in the September 2008

publication and CIO Magazine's Innovation Award.

* Installed, configured, and tested Cisco voice over IP technology for

the following sites: Tampa Boy Scout (April 07 - 200 users), Salt Lake

City (May 07 - 150 users), Washington D.C. Cluster (June 07 - 600

users), Chicago Cluster (July 07 - 1800 users), Denver (July 07 - 286

users), Portland, OR (Aug. 07 - 180 users), Philadelphia Cluster

(Sept. 07 - 1230 users) and New York Cluster (Oct. 07 - 5200 users).

* Configured gateways, device pools, partitions, calling search spaces,

route groups, route lists, route patterns, translation patterns, voice

mail pilots, voice mail profiles, UDP templates, telephone templates

and uploaded data into Cisco Call Manager v.5XX. This also included

building Cisco Unity, Active Directory accounts, Exchange Inboxes,

SRST configuration, Emergency Responder and Attendant Console.

* Scoped, designed, developed and implemented procedures for legacy

phone system data collection, migration of data and error

reconciliation before uploading into Cisco Call Manager.

* Coordinated features and functions system testing with remote field

technicians and national engineers prior to implementation.

* Scoped, determined and coordinated any necessary infrastructure

circuit, router upgrades or hardware replacements prior to

implementation to support convergence solution.

* Developed documentation such as drawings, dial plan, IP addressing,

system layout, circuit inventory, telephone equipment inventory, and

configurations required to ensure operational readiness for turnover

to Service Delivery team.

* Managed customer expectations by scoping user requirements and

applying project management tasks, such as risk assessment, project

plan creation, resource allocation, user acceptance testing, and

project dependencies.

* Reported to Implementation Services IT Senior Manager.

INformation Services Manager, Field Services June 1999 - May 2007

* Managed technical support and operations for San Juan, Miami, Fort

Lauderdale, and West Palm Beach (470 users) offices including service

center, help desk, and infrastructure maintenance.

* Led team of 5 technicians (Level 2 & 3 Support) and provided coaching,

mentoring and professional development as well as work delegation.

Trained technicians on new supported applications.

* Maintained zero employee attrition rates by providing flexible

schedules, finding challenging assignments outside the day-to-day

routines and encouraging participation in national projects.

* Improved service center ticket documentation by conducting active

audits and providing training to the technicians on effective problem

documentation.

* Managed key local IT projects such as wireless antenna installations,

operating systems migrations, real estate projects, server room

upgrades, disaster recovery and Cisco VoIP following PwC's lifecycle

methodologies.

* Applied PwC project management methodologies in all projects (i.e.

change management, risk assessment, communications, project plan, and

resource allocation).

* Assisted the human resources department to increase their intern and

college new hires hiring percentages by developing and facilitating a

technology presentation for our in-house recruiting events.

* Disaster & Recovery Coordinator during all hurricane seasons:

responsible to be the first person in the disaster zone to assess

damages and current situation, monitored local weather and government

warnings, on-call manager with a SkyTel Satellite Pager, managed local

preparation and communications, and initiated recovery plan.

* Nominated for the Chairman's Award for efforts in creating and

delivering a nationwide training to over 400 IT personnel regarding

Decision Making and Root Cause Analysis.

* Participated in the testing of different technologies in order to

select the most adequate IT vendor.

* Followed change management policies and procedures with outages,

software pushes, and upgrades.

* Represented the firm in community events by participating in charity

events such as the Miami Corporate Run, Miami Susan G. Komen for the

Cure Cancer Walkathon and Hands on Miami.

* Saved half a million dollars to the firm by developing Cisco IP

telephone training for partners and end users including curriculum

development, training materials, and technical training for local

support technicians.

* Reported to IT Senior Manager.

INFORMATION SERVICES LEAD, Field Services January 1999 - June 1999

* Responsible for managing technical support including team of 7

associates in the Miami office (200-users).

* Provided technical and local support to the PwC Consulting line of

business and their consulting clients.

* Improved customer service levels to 98.5% satisfaction by conducting

technical cross training among the support technical team members,

increasing the technical knowledge of the technicians providing speedy

service.

* Coordinated the local separation process during the transition of PwC

Consulting to IBM Consulting.

* Local subject matter expert to help define user technology needs

during the merger with Coopers & Lybrand: processes and technology

consolidation.

* Developed a teamwork atmosphere among the staff via cross-training and

teaming exercises, improving customer support and the camaraderie

between the teams after the merger with Coopers & Lybrand.

* Reported to the Field Services IT Director.

INFORMATION SERVICES SENIOR ASSOCIATE, Field Services October 1998 -

January 1999

* Provided technical support and network administration to the 200-users

tax department for the Miami office.

* Saved $40,000 in late fees to the firm by collecting delinquent lease

replacement laptops and returning them to the lessor.

* Reported to the Field Services IT Director.

ADDITIONAL PROFESSIONAL EXPERIENCE

Premier Cruises, IT Administrator, Miami, FL March 1998 - October 1998

Premier was a cruise line that operated from 1983 to 2000. It was at one

time the official cruise line of Walt Disney World and used the trademark

"The Big Red Boat".

WALT DISNEY IMAGINEERING, IT Support Technician, Celebration, FL

December 1995 - March 1998

Formed by Walt Disney in 1952. This is a sister company of the Walt Disney

Company and is better known for designing and building the world famous

Walt Disney Parks and Resorts.

WALT DISNEY WORLD RESORTS, Hospitality, Lake Buena Vista, FL May 1989 -

December 1995

This is the largest and most visited recreational resort in the world,

containing four theme parks, many themed hotels and numerous shopping,

dining, entertainment and recreation venues.

See my LinkedIn Profile

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