Michael Fontaine

Phone: 571-***-**** / Email: ac0ck3@r.postjobfree.com

“A Professional for the 21st Century”

LinkedIn: http://www.linkedin.com/pub/michael-fontaine/30/a10/741

Qualifications

Manager with 20 plus years of Project Management experience in the telecommunications industry and 8 years of account management experience in both the public and private sector with key emphasis on infrastructure management, billing and telecommunications, vendor management and program management. Knowledgeable on the FTS, FTS2001, Networx, and WITs government contracts as well as various GSA contract vehicles.

Key Achievements, Experience, and Skills:

Strong project manager who has driven to successful completion programs & projects from $100K to $55M with from 5 to 30 team members including other project managers.

Dramatically improved departmental productivity by over 22% through requirements development and project management of a project reporting & tracking system.

Led development of standardized and structured project management methodology.

A skilled and proficient user of Microsoft® Office Suite: Excel (20+ years), Word (20+ years), Outlook (20+ years), PowerPoint (14+ years), Access (12+ years), Project (14+ years), Visio (14+ years)

Possession of a strong work ethic with demonstrated ability to work independently with character and integrity.

Core Competencies:

Hardware and Software Implementation Project Management with 20 plus years of experience on Nortel, Cisco, Avaya, and Alcatel-Lucent hardware & software projects, as well as wireless projects.

Experienced in the provisioning, implementation, and Project Management of both Voice and Data Services.

Software Development Project Management

Project Management of telecom facility construction (as well as expansions and renovations) including site selection, permitting, construction, environmental systems, and facility fit-up.

Requirements Development and overall Project Planning

Practical and educational exposure to a variety of Software Development Life Cycles (SDLCs) and Project Management Strategies including linear/incremental, iterative, adaptive (agile), and extreme.

Development of, dissemination of, and training on standards, practices, and processes for standardization of project management methodologies

Process management and development

Development of Requests for Proposal (RFPs) and evaluation of responses

Technical Writing including development and maintenance of project documentation

Risk Assessment, Risk Mitigation, and Risk Management.

Budget Planning and Maintenance

Problem solver and decision maker

Negotiating with others to reach mutually satisfactory agreements using a win-win attitude.

Work Experience

Legacy Time Warner Cable (Charter)

Business Process Analyst, Sr – OCP, Tool Admin/User Group Support (Expert) 06/13 to Present

Project Manage and Develop Operational Communications Plans (NOC to NOC agreements) for better communication between Time Warner Cable and Charter NOCs and Customers, Carriers, Vendors, and Service Providers.

Provide admin support for Remedy (Eventrak) ticketing system tool.

Provide admin support for Alarmpoint (xMatters) notification system tool.

Provide admin support for the Send Word Now (SWN) notification system tool.

Develop and establish support processes to align with internal ticket resolution concept with TWC Regional/Corp Management

Strategize and develop work streams for enabling internal ability to resolve low priority issues (job aids, communications), Ensure TWC Regional/Corp teams have necessary training/experience to handle lower priority issues internally

Establish training and familiarization with new vendor support process at the technical level in all regions

Establish new required vendor support process with TWC Vendors.

Establish internal TWC review process and perform ticket analysis for categorization against vendor contracts. Facilitate internal reviews and classifications, and action item development.

Document and baseline process in order to apply to multiple TWC and Charter Vendors

Provide regular communications, status and metrics on effort to TWC and Charter Divisional and Corporate Senior Management.

Supporting Contractual negotiations and business development to establish similar processes for ticket and cost reduction structures.

Convergenz – Time Warner Cable, Herndon VA

Project Manager - Business / Systems Analyst – (Expert) 10/2012 to 06/2013

Develop and establish support processes to align with internal ticket resolution concept with TWC Regional/Corp Management

Strategize and develop work streams for enabling internal ability to resolve low priority issues (job aids, communications), Ensure TWC Regional/Corp teams have necessary training/experience to handle lower priority issues internally

Establish training and familiarization with new vendor support process at the technical level in all regions

Establish new required vendor support process with TWC Vendors.

Establish internal TWC review process and perform ticket analysis for categorization against vendor contracts. Facilitate internal reviews and classifications, and action item development.

Document and baseline process in order to apply to multiple TWC Vendors

Provide regular communications, status and metrics on effort to TWC Divisional and Corporate Senior Management.

Supporting Contractual negotiations and business development to establish similar processes for ticket and cost reduction structures.

Allied Services, Arlington VA

Supervisor / FTO – VISA Project (Ashburn, VA) 12/2010 to 10/2012

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Level 3 Communications, McLean VA

Contract Project Manager, Government Services 07/2010 to 12/2010

Supported Program Management for WITS 3 customers such as Dept of State, US Coast Guard, and the FBI. Planned, executed, and finalized projects according to strict deadlines and within budget. This included acquiring resources and coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects according to plan. As Contract Project Manager also defined the project’s objectives relative to the program initiatives and oversaw quality control throughout its life cycle. Directed and managed program from end to end, including project development from beginning to end.

Developed program plans, supported project plans and schedules

Developed and managed program and project budgets

Responsible for prime and subcontractor contract administration and project deliverables

Managed end-to-end customer requirements

Responsible for issue resolution with program, client, internal stakeholder, or team members

Qwest / Centurylink Government Services, Fairfax VA

Project Manager, Government Services 10/2008-07/2010

Supported Program Management of the transition of voice services to Networx for the Dept of Veterans Affairs.

CenturyLink, Inc. The company completed its acquisition of Qwest on April 1, 2011.With this transaction completed, CenturyLink became the third-largest telecommunications company in the United States, behind AT&T and Verizon Communications.

Supported Contract Program Office, Pre-sales, and Business Development, Planning and Execution, Project Management, Customer Relations, Billing and Contractual issues as part of Program Management in support of the Networx contract.

Assisted in training and making presentations both internally and to Government customers for Operational Support. Systems including the portal, ordering, inventory, reporting, administration, and trouble and complaint handling. KPI – Key performance indicators.

Presented periodic Dashboard reports on the current program, future opportunities and client issues. Dashboard reports, Project Plans, etc. were stored on SharePoint sites for access by Qwest Management and the customer.

Ensured the timely and accurate delivery of all monthly, quarterly, semi-annual and annual contract deliverables.

Ensured proper billing on projects through usage of the ICOMs billing system. (ICOMS Integrated Communications Operations Management system) convergent voice, video, and data billing and customer care solution in a service bureau environment and OMSe (Order Management System Extension) billing system for proper billing (Correct billing rates/taxes per contract pricing).

Project Managed Call Center solution projects for various agencies within Veterans Affairs at their sites in West VA, Chicago IL, Boise ID, and Philadelphia. This included installing new equipment and software (Avaya/Nortel) and included tabulating Call Center performance metrics for both Qwest & VA management. Monitoring Call Flow, trends, ratio of calls to operators, forecasting, etc. Secondary call center setup work included Genesys to handle

Call overflow.

Verizon Business, Ashburn VA

Project Manager (Specialist), Government Markets 2000 – 2008

Verizon Business is one of three operating units of Verizon Communications Inc. created in 2006 when Verizon Communications, Inc. closed on its merger with MCI, Inc. Verizon Business has over 30,000 employees with 321 offices in 75 countries. The company offers advanced IP communications and information technology (IT) products and services including managed services, security, mobility, collaboration and professional services.

Managed Government and DoD Projects under the FTS Contract, as well as non-FTS contracts, and the new Networx contract. These Accounts included – DITCO, Navy, Marines, Air Force, MITRE, DoS, Executive Office of the President, and many small agencies as well. During the FTS Transition, managed Dept. of State, GSA, Dept. of Labor, Dept. of Energy, Dept. of Commerce, National Weather service, etc.

Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives.

Presented periodic Dashboard reports on the current program, future opportunities and client issues. Dashboard reports, Project Plans, etc. were stored on SharePoint sites for access by Verizon Management and the customer.

Ensured the timely and accurate delivery of all monthly, quarterly, semi-annual and annual contract deliverables. KPI – Key performance indicators.

Project Managed Call Center solution projects for various agencies within the Army, Navy, Air Force at their sites in the United States and worldwide. This included installing new equipment and software (Cisco/Avaya) and included tabulating Call Center performance metrics for the client. Monitoring Call Flow, trends, ratio of calls to operators, forecasting, etc.

Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.

Managed an implementation staff to accomplish complex network installations and turn-up both domestic and international. Current staff is three persons, but have managed as many at 12 persons at Verizon Business during the FTS Transition.

Supported Projects that included various telecom services such as Frame Relay, ATM, ISDN, MPLS (vBNS & PIP), and internet services (T1, Fractional T1, DSL, and Cable Modem).

Responsible for managing multiple projects, with a focus on implementation of E911 service on both Terrestrial/Wireline and VoIP (Voice over IP) phones throughout the United States and Canada via technical and contractual solutions. Included managing systems for notification and receipt of acknowledgement from all end users of the limitations of 911 service on VoIP phones, in compliance with FCC and CRTC regulations.

Project managed Andrews to True Position E911 conversion for services under Govt. Services customers (National Weather Service, Dept. of Commerce, etc.). Provisioned E911 DS0 connections, performed DS0 confirmations with on-site technicians to loops at the site equipment, troubleshoot and isolate problematic DS0 confirmations, provisioned Nokia BSCs with Lb links, troubleshoot and isolate Lb link connectivity issues, and provided E911 Engineering Design support.

Coached, mentor and lead personnel within a technical team environment. Mentored staff in methodology and consulting excellence and encouraged best practice in project management and project planning.

Supported Contract Program Office, Pre-sales, and Business Development, Planning and Execution, Project Management, Customer Relations, Billing and Contractual issues as part of Program Management.

Assisted in training and making presentations both internally and to Government customers for Operational Support. Systems including the portal, ordering, inventory, reporting, administration, and trouble and complaint handling.

Presented periodic Dashboard reports on the current program, future opportunities and client issues.

Ensured the timely and accurate delivery of all monthly, quarterly, semi-annual and annual contract deliverables.

Ensured proper billing on projects through usage of the ICOMs billing system. (ICOMS Improved Conventional Mine System) convergent voice, video, and data billing and customer care solution in a service bureau environment and OMSe (Order Management System Extension) billing system for proper billing (Correct billing rates/taxes per contract pricing).

Supported ISO Compliance initiatives and documented processes for individual projects.

Wireless Services for NMCI Project:

Wireless Developed project plan, budget and milestones.

Drove daily schedule to meet demanding project deadline.

Set up project costs, write SOW & MOP, accept vendor bids, submitted purchase order requisitions and track through receiving, order of magnitude documents & True up's, close out & acceptance packages.

Managed construction managers, construction crews, T1 tester, Equipment and Power installers, & Integration crews to build and integrate UMTS cell sites.

Managed field engineering teams to provide resolution of network engineering issues encountered on a daily basis.

Management and/or overview of leasing, zoning, compliance, structural, and other adverse legal issues.

Reviewed drawings, review permits, provide material procurement, and ensure adherence to safety and quality standards (OSHA, SHPO, Etc.)

Managed and resolve all service affecting issues, working with customer & vendor operations and support center.

Management of cell site designs, RF plumbing design, site inspections QA/QC, etc.

Managed Siterra Site Management program for Regional markets which collaborates with and supports Project Managers, Site Acquisition and Construction managers by updating Siterra Site Management System which reflects cell site build out activities starting with property acquisition thru air completion.

Attended weekly cell site construction meetings with project managers, construction managers, site acquisition personnel and network engineers.

Trained team members on targeted Siterra Site Management System processes, functionalities as well as troubleshoot, resolve and or escalate system issues.

Telco Communications, Chantilly VA

ILEC Specialist / Provisioner 1997-1999

Provided business consulting, knowledge expertise in strategic performance management methodologies, process assessment work, and the application of technologies to business.

Manage transition of client from Solutions Implementation to Client Support. Manage the development and maintenance of implementation portions of project.

Created, Submitted, Provisioned, and worked circuit orders for customers thru the IXC provisioning process.

Directed the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation.

Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions and services.

Managed client engagement services and solution implementations via Telco Call Center environment.

BPS, Falls Church / Northern VA / Maryland / Washington DC

Account Manager, ISO division (Government & Civilian accts) 1991 - 1998

Managed Government / Government contractor accounts for BPS. Such clients included MITRE, Dept. of Energy, DCMC, Prentiss Properties, Spaulding & Slye, General Dynamics, etc.

Established Account Management Office at client sites.

Responsible for the development of new services and license business opportunities in the assigned region.

Responsible for the recruiting, management and career development of consulting staff.

Provided project turn-around expertise at the customer site with emphasis on regaining customer confidence.

Responsible for staff/account management and prioritization and forecasting.

Developed project plans and assumed responsibility for project profit and loss.

Certifications:

MSO Levels #1 through #5

MS Office Professional

First Aid (Basic)

CPR / AED (Adult)

DCJS – AR & USC

HAZWOPER

PMP certified from 2005 to 2013

Skills:

Proficient in Microsoft Office & Related Software

Proficient in Microsoft Project / Scheduling, WBS, GANT Charts, etc.

Proficient in Adobe Acrobat

Proficient in Excel Reporting, Dashboard tracking, etc.

Proficient in use of Share point sites, posting data, graphs, etc.

Proficient in Process Capture & Time Management.

Experienced and Proficient with Remedy, xMatters, TIRKS, CORE, OSS, ITS, RDS, GIOM, SSIRS, POCITS, COMS, NETPRO, F&E, CASPAR, CATs, ICOMS, CMSe, Networx Portal user operations, etc.

CPR (Adult), AED, and First Aid Certified (2011)

Proficient use of MIR3, GE Nav, D3, Carco Backgrounding, GPP.

HAZWOPR, MARSEC, CFATS, and SSO certified.

Awards & Recognition:

BPS Sept & Oct 1992 – Employee of the Month Award

BPS 1996 – Five Year service Award

MCI / Verizon Business 2005 – Five Year service Award

MCI / Verizon Business 2008 - Individual Achievement Award

Qwest 3Q 2009 – Individual Achievement Award

Level 3 3Q 2010 – President’s Club Outstanding Achievement Award

Allied – Employee of the Month (Sept 2011)

Allied – Employee of the Month (Sept 2012)

VISA Portfolio's Leadership Excellence Award for July - Sep 2012

Time Warner Cable – Multiple awards

Professional References:

Available Upon Request

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