Project Manager Customer Service
Resume:
Title:Linda Frost
**********@*********.***
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Name: Linda Frost
Address:
City: Overland Park
State: KS
Zip/Postal Code: KS
Country:
E-mail: **********@*********.***
Primary Phone: 913-***-****
Background
Most Recent Job Title: Project Manager
Most Recent Employer: Sprint
Career Level: Associate/Experienced (Non-Manager)
Availability or Timeframe: Within a month
Authorized to work in the US: Yes
Security Clearance:
Do you have transportation: Yes
Over 18: Yes
Education: Bachelors
Languages Spoken:
Job Preferences
Desired Salary: $80,000 Yearly
Willing to Relocate:
Desired Job Titles:
Desired Job Types: Employee
Work Status:
Desired Shifts:
Desired Travel:
Category: Information Technology or Systems
Company Size:
Company Type:
Industry:
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Copyright c 1997- Lee Hecht Harrison, Inc.
SUMMARY
Project Manager/Systems Analyst with 19 years of diverse, progressive experience in
telecommunications. Systems analysis experience (13 years), which includes 12 years of
experience in project/program management. Experienced with successful methodologies such
as Accenture s Information Technology Process Framework (ITPF), Sprint s Software
Development Framework (SDF)/Enterprise Development Process (EDP). Background in gathering
requirements, as well as creating and managing project plans, directing work of others
(matrix), budgeting, and status reporting to executive management. Target best practice
approaches for IT project management.
SKILLS
Lead project manager of five major application implementations, including the largest
enterprise-level rollout since Sprint PCS s launch (WLNP 1.0). Primary project manager for
small projects associated with wireless mediation applications.
Matrix management of project application team, including junior project managers,
technical team, testing team, developers and system analysts.
Identification of critical user and long-term technical issues in systems development.
Representation of as many as eight internal stakeholder departments when managing
projects.
Project management of nationwide operations for Sprint customer service for an average of
13 short- and long-term projects a month.
Knowledge of telecommunications billing, wireless and customer service system processes.
High level understanding of end to end wireless CDR processing via team-initiated problem
analysis.
Knowledge of VoIP network processes related to realizing access strategy savings.
RESULTS
Received cash recognition award for delivering a vendor billing release on time in 2008,
starting almost three months behind schedule in Fall 2007.
In March 2005, former director personally requested my return to his department to
address serious issues on a project. The project involved consolidation of small billing
systems into one biller engine.
In April 2005, department director requested my assignment (project manager) to a CIO-
level task force. This team addressed client complaints about vendor, outsourcer and
company estimates for work (LOEs).
Assigned mentoring role to software engineers assigned project manager roles, as well as
new application- and project-level project managers.
Received recognition award (STAAR December 2003) for Microsoft Project 2000 overviews.
Received recognition award (STAAR December 2002) for exemplary management, application
releases.
Received recognition award from project sponsor (2000) for work on Affiliate Core
Applications project.
Facilitated team effort in 1999-2000 to determine best solution to rollout core
applications to partnership retail stores. Final recommendation saved Affiliates an
estimated $35MM in three years, including sustaining costs.
Acknowledged in 1995 by American Express Quality Control manager as the first Sprint
project manager in five years to address American Express s operational issues completely.
Saved wireless company $250k (1998) by identifying redundant provisioning process
improvement efforts in the IT organization.
After six months as a contractor with a systems release team, selected as Acting Project
Manager for six week period. Although senior employees were available for this assignment,
project management skills were cited as a key factor in the decision.
Received department award (1997) for client support of IT Internet system initiatives.
After only two months with MCI, received recognition on "IT People Making a Difference"
web site for clear, complete pager billing process analysis.
Training development process (1995) recommended by trainers to the Vice President-level
as an example of a "best practice" for residential call center training rollouts. Frequent
communication, partnership and client advocacy skills were cited as key in this
recommendation.
Nominated by manager for 1994 Sprint Quest for Excellence award for exceeding
expectations on a nationwide telecommunications product/training rollout.
JOB HISTORY
2004
-2009, Project/Program Manager, Sprint Nextel Corporation
Project manager
for IT Application Development for billing mediation, cable and VoIP
projects.
1999
-2004, Software EngineerIV, Sprint Corporation
Project manager
for IT Application Development, implemented five billing releases.
Project manager role in product launches include: Qwest, Fair and Flexible, Reseller 3G.
1998
-1999, Consultant, Sprint Corporation
IT Application Development, acting project manager, team leader for billing system
release, business analyst assessing business need for new provisioning project.
1997
-1998, Senior Systems Analyst, MCI
Project management, end to end process analysis, billing process flows to identify risk
areas for revenue generation. Systems availability analysis/reporting for order entry
processing centers
1996
-1997, Training Manager, Nextel Communications
Intensive new hire call center training support, quality training, leadership training,
alert communications management during nationwide wireless footprint rollout.
1993
-1996, Project Manager II, Sprint Corporation
Short- and long-term project management support of systems upgrades and product rollouts.
End to end project management included online systems alerts, fact sheets, updates to
system procedures, training development and multiple department representation during key
network implementation process.
1991
-1993, Technical Writer III, Sprint Corporation
Network systems support of provisioning systems, including analysis of development life
cycle documentation to create task-based Users Guides.
TECHNICAL SKILLS
.MS Project 2003, Telelogic DOORS 7.1 (Requirements management),
Livelink/KnowledgeLink (documentation repository), MS Access 2000, MS Excel 2002
EDUCATION AND TRAINING
B.S
., Business Management, B.A., English, University of Wyoming, Laramie, Wyoming.
University of Wyoming Honors Scholarship
.
Project Management Institute Certification (PMP)
Masters Certificate Project Management (George Washington University)
SQL Plus ( Microsoft Office ( Telecommunications ( Frontline Leadership (
Situational Leadership ( Software Development Framework ( Network Design
Business Process Improvement (BPI) Overview ( Statistical Process Control (SPC) (
Positive Discipline Leading Sprint Quality ( Team Building ( Process Analysis and Maturity
(PAM)
Linda Frost
8501 West 90th Terrace, Overland Park, Kansas 66212
***************@*********.***
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