Project Manager

Experience at a Glance

Over ** years of combined project management, business and data analysis expertise, with a high concentration of trouble reporting, root cause analysis, network solutions and design.

Management Skills

Have the keen ability for delivering timely and profitable projects that meet client and company specifications.

Management and hands-on experience in all phases of the service delivery and software development life cycles.

Reputation for having excellent and proven leadership skills, managing resources across the US and the globe.

Critical thinker, analyzing current processes, suggesting solutions and following through with implementation.

Independent, self-motivated, very action oriented and deadline driven.

Strong interpersonal, relationship building and negotiating skills.

Professional Experience

Superior Group (SDI) on Assignment at Toshiba Global Commerce Solutions (TGCS), Remote in Lithonia, GA

Project Manager (October 2016 to July 2017)

Managed POS (Point of Sales) Retail Installs for TGCS customers.

Partnered with executive team to plan, schedule, and prioritize project timelines.

Manage a team of specialists: Scheduling, Staging, Project Coordinators, Help Desk & Billing.

Tracked and managed project kickoff activities.

Provided detailed project updates/ status reports, executive summary and provide insight to key project milestones.

Provided status updates, identified potential project risks and communicated major milestones.

Conducted regular status meetings to review project activities, manages prioritization procedures and cross function updates.

Evaluated the impacts and risks of changes from multiple areas within the process.

High concentration on process tasks and activities in order to improve process and shorten timelines.

Field Support Scheduler (May 2017 to June 2017)

Billing reconciliation between TGCS and third party field support vendors.

Installation fault management reporting and reconciliation.

Helped manage all field support escalations.

Assisted with Field Support Project Scheduling with Field Management.

Project tracking using Quickbase and Excel.

Project Coordinator (October 2016 to May 2017)

Managed customer installs scheduling.

Managed and tracked hardware shipments to each customer premise.

Educated techs on project scope and project timelines.

Created all project service call tickets for customer installations and revisits.

Managed and assisted field technicians with installations inquiries and issues.

Managed data integrity in reporting database used to provide customer daily statuses.

Updated project database with equipment: S/Ns and MAC addresses.

Pacific Mez, LLC, Remote in Lithonia, GA

Life Coach, Counselor (April 2014 to September 2016)

Assisted customers with resolving complex issues.

Successful at troubleshooting, brainstorming and problem resolution.

Managed customer calling appointments.

Team player able to manage high call volumes.

Deadline oriented.

Possessed one of the highest customer retention rates within the company.

Possessed one of the highest customer satisfaction rates within the company.

A+Earth (formerly The Spiritual Shop), Lithonia, GA

Sole Proprietor, Life Coach, Counselor (October 2012 to Present)

Managed all aspects of business operations: accounting, marketing, customer relations, and customer scheduling.

Assisted customers with resolving complex issues.

Professional Experience (continued(

AT&T Corporation, Atlanta, GA

Program Manager / Project Manager (June 1999-October 2012)

Executive level communication via reporting, status read-outs and presentations.

Our team was responsible for implementing migrations of international customers’ telephone service to new international telecommunications providers. As a result, AT&T saved over $3 million in 2012.

Managed a dedicated team of project managers, technical engineers, field service engineers, network design and implementation managers, and system developers to achieve these migrations.

Worked with Network Planning & Enablement on infrastructure migrations and deployment.

Worked with systems support on the customer service changes on AT&T’s network.

Worked with Field Services on infrastructure equipment installs in meet-me rooms, telehouses and point of presences (PoPs).

Facilitated a weekly user forum which consisted of sponsor program managers, project managers, technical engineers, field service engineers, network design and implementation managers, and system developers and service delivery partners who provide support to migrations team.

I managed the following:

oOnboarded new projects in development.

oManaged and helped to resolve project issues and ‘show-stoppers’.

oProvided updates on local database user requirements, development and enhancements.

oTracked and managed meeting agenda, minutes and team action registry.

AT&T Corporation, Atlanta, GA

Business Analyst (October 2009-October 2012)

Provided analysis for executive team on end to end process experience for the purpose of identifying areas of improvement and delivering a better experience to our internal and external customers.

Produced executive level reports such as: supplier performance, overall team project performance, customer activations results, circuit priority reports, ‘issues’ report.

Was instrumental in developing system design, reporting, and user requirements for local tracking database.

Facilitated user acceptance testing, user training, end user support, rollout and future releases.

Full end to end process development, implementation, training, user support and maintenance.

Expertise in performing root cause analysis which includes:

oDetermining provisioning delays caused by customer, international telecommunications provider and AT&T migrations team.

oDeveloping process enhancements to prevent and resolve such delays.

oPartnering with systems support on improving system performance and tracking,

oWorking with service delivery partners to provide problem resolution.

oProviding end to end support on problem resolution.

Computer & Network Skills

Proficient in Microsoft Software: Excel, Word, PowerPoint, Access, Outlook, Visio, Project and SharePoint.

Experience in high speed platforms such as: Ethernet, Frame Relay, ATM, and ISDN.

Wireless experience including: billing, rating and network provisioning.

Ongoing Education and Training

Telecommunications Certification Training: PSTN, Wireless, Ethernet, LANs and WANs, Network Protocols, IP Routing and Switching, MPLS and Carrier Networks

Contact this candidate