A seasoned IT Manager/Engineer with over eight years of experience leading projects in customer-facing Professional Services, powered by a very strong technical background and supported by industry recognized certifications in engineering, process improvement and PMI project management methodologies; Seeking a progressive role leading project teams implementing software & hardware solutions.

Key Skills

SaaS integrations & migrations

Applications and infrastructure

Strong IT technical aptitude

PMP – MCSE – 6Sigma GB

In my career path from Systems Engineer to IT Management I have gained the following commercial application, product and industry standards exposure

NICE recording, Motorola-Astro25, Cisco, Avaya, Nortel, Harris, EMC, Tivoli, Altiris, VMware, Accela cloud, .NET, MS Office, LAN/WAN, Telecommunications, Call-center and Network Infrastructure, MS Project, OpenAir, CRM, SQL, VoIP, SaaS, PMO, SDLC, video, migrations, firewalls, wireless

Very strong analytical skills and excellent command in both written and verbal communication

Proven ability to lead teams on dozens of successful cloud, and hundreds of telecom projects

Project Manager, Accela

2015 –2016

Led teams deploying cloud-based solutions for civic engagement in mid-sized municipalities – SaaS for government functions; including HR, Payroll, Finance, Legislative, Tax and Utility billing web-pay portals

Acted as the primary point of contact for clients for all project-related activities, managing several concurrent projects, often with resource restrictive technical solutions.

Established and maintained relationships with remote municipal customers across the country.

Chaired meetings and provided minutes for collaborative sessions with clients and internal stakeholders for status updates, issue management, risk assessment and mitigation planning.

Carried management of the project through transition to live service and maintenance of cloud based solutions by continuing the pace of meetings with the customer beyond the project close.

Created project plans to align scheduling of COTS solutions with custom software development.

Led and mentored teams on risk management, issue resolution and project closure documentation.

Prioritized project selection with internal teams using risk matrices and P&L accountability.

Maintained strong focus on Customer Satisfaction by delivering exceptional project performance and predictable, repeatable project results utilizing PMI project methodologies.

Created and maintained baseline cost estimates at the project level and worked through informal channels in order to obtain information and team buy-in for collaborative solutions.

Established protocols for soliciting and offering technical advice to project teams.

Coordinated post-deployment end-user training, and train-the-trainer programs.

Conducted root cause analysis and worked with the team on process improvements.

Contributed to organizational asset documentation development such as lessons-learned wrap-ups.

Provided operational and technical advice to customers providing services in the public domain.

Reported forecasts and project status at regular intervals to executive management.

Presented to both customers and executive level management both in-person and remotely.

Governed the performance of internal resources as well as third-party contractors.

Managed quality assurance and rigorous system testing, ensuring high customer satisfaction.

Implementation Manager/ Project Manager, Security Group, NICE Systems

2001 –2014

Over 14 years a steady progression of responsibilities were earned from Engineering to Management, deploying on site, and remotely leading diverse teams on IT implementations ranging from 20K – 27MM; integrating network infrastructure and voice-recording software & hardware into call centers.

Led requirements collection and development of SOW/project-charter; insuring well defined deliverables, budget, schedule and communication policies providing consistent expectations and reporting for both internal and external management teams.

Continuous customer engagement via daily/weekly communication providing project status reporting and issue resolution, as well as risk analysis and collaborative contingency planning.

Developed test plans, quality control processes and supporting documentation aligned with the Agile and Waterfall project methodologies including; WBS, cost estimating, resource allocation, risk /responsibility matrices, purchasing and managing stakeholder/communication expectations.

Established protocols through collaboration on product solutions with integrators, external resources, and customers to solve complex integration issues while maintaining secure and reliable production networks; achieving 100% uptime through every phased service transition.

Tracked KPI’s, critical paths & milestones for key deliverables, and managed change control.

Reported directly to executive level leadership; performed as an escalation point for project schedule and personnel issues, and provided mentoring to PM’s supporting implementations.

Signature Project; ($27M) Acquired and led a team of contractors to implement recording, archive, migration and maintenance of a consolidated E911 capture system - including over 500 servers - for first responders (NYPD / FDNY) serving the five boroughs of New York City.

Previous experience and education

Senior System Administrator: North Eastern Pennsylvania Physicians Organization

oEstablished a public-key secure email system for 500 medical offices

oResponsible for all IT functions in a HIPAA compliant environment

System Administrator: Pocono Design Solutions; Pri-Med Clinic; Mobile Electronic Shop

oDuties included maintenance of all IT configurations and deployments

State University of New York: College of Electrical Engineering, Astrophysics minor

Florida Atlantic University: Executive Education in Project Management, PMI-PMP

Florida Atlantic University: Six-Sigma green belt process improvement methodology

Customer testimonial

“Keith is the most technically astute PM that I have had the pleasure to work with. He is exceptionally resourceful, a positive mentor, and can manage the implementation of disruptive technologies with a passion; delivering good and not so good news equally well. His combination of leadership and soft-skills coupled with his engineering training makes him a fine compliment to any project management team.”

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