Professional Summary

Technical Project Manager with 10+ years of experience in project scheduling, cross-functional team leadership, data analyses, and strategic planning, leveraging a strong background in information technology (IT) and Agile/Waterfall methodologies to provide technical leadership in fast-paced environments. Driven leader with a proven record of executing projects to meet deadlines and achieve stakeholder satisfaction, using technical acumen and emotional intelligence (EI) to bolster team performance, and produce high quality deliverables.

Areas of Expertise

Project Management

Agile Methodologies/Scrum

Scope & Scheduling

Data Analysis

SDLC Processes

Stakeholder Relationships

Cost Savings

Enterprise Software

Technical Skills

Microsoft Project • Clarity PPM • JIRA • Confluence Microsoft Office Suite • Rational Rose

ETL: Informatica • Data Stage OS: Windows NT/2000/XP • HP-UX • Sun Solaris • UNIX/LINUX

Programming Languages: VB.Net • JavaScript • C • Java•. C++ • C# • HTML • UNIX Shell Script

OLAP/Reporting Platforms: Hyperion Environments: Visual Studio.NET • Queryman • Eclipse

Databases/RDBMS: MySQL • Oracle 10g/9i • DB2 • Teradata • Erwin Design Platforms: RUP • Visio

Professional Experience & Accomplishments

Delta Airlines – Atlanta, GA

Senior Project Manager May 2017-Current

Verizon Wireless – Atlanta, GA 2012 – 2016

Program Manager 2016 – 2016

Project Manager 2012 – 2016

Managed multiple project teams ranging from 20-100+ developers, architects, quality assurance (QA) personnel, and business analysts, maintaining project scope, scheduling, and resources.

Enhanced the inbound customer care channel by leveraging centralized automated real-time decisioning, improving customer satisfaction and team performance.

Trained five individuals in project management methodologies, including mainly Agile.

Spearheaded the redesign of a confirmation letter workflow to improve customer communications, reduce annual costs by $6.9M, and reduce processing time from three days to 12 hours.

Led an enhanced data alerting and self-provisioning initiative to enable customers to upgrade their data plan via text message, accounting for 40% of monthly data step ups.

Developed a campaign to allow customers to auto-enroll to paper-free billing, pushing paper-free billing from 40% to 55%, saving $2.7M each month for customer accounts.

Migrated the complex global pricing structure from a legacy platform to a newer platform.

Rolled out a company-wide price plan restructuring initiative to improve customer retention.

Synthesized and analyzed customer relationship management (CRM) data from the warehouse to drive proactive customer service support and improve call center efficiency.

Analyzed business needs, determined project requirements, and ensured on-time delivery (OTD) by implementing reporting metrics and process improvements.

Eliminated the need for vendors and third-party hires, successfully restructuring in-house staffing and global outsourcing to reduce labor costs.

Professional Experience & Accomplishments Continued

Served as the Project Manager (PM) for the One Message team, overseeing the enterprise-wide application to optimize customer communications through SMS, EMS, MMS, and e-mail. This application was a Java based platform.

Currently working on implementing a business process management tool by Pega, Case Management.

E*Trade Financial – Alpharetta, GA 2011 – 2012

Software Engineer

Worked on a team of 15 engineers to analyze consumer behavior and trends, developing analysis software to inform business decisions.

T-Mobile – Atlanta, GA 2011 – 2011

Data Warehouse Application Support Analyst

Led a team of 10+ analysts and 20+ offshore individuals, training the group in data extract tools.

Served as the subject matter expert (SME) in business intelligence, data integration, and reporting.

Provided end-user support and troubleshooting to multiple organizations within the company.

Reviewed and approved/denied potential changes to the production environment to maintain stability of operations and data integrity.

Monitored team performance to ensure system performance and customer inquiries were handled.

Delta Airlines – Atlanta, GA 2004 – 2010

Developer

Played an instrumental role in developing key projects to improve the customer experience and airline operations, using C++, Java, C# and data warehousing skills to conduct analyses.

Designed and delivered software for fraud prevention by blacklisting fraudulent travel agencies to minimize Delta’s system vulnerability.

Developed software for handheld point-of-sale (POS) devices for airplanes, streamlining the sales process for meal and beverage purchases.

Reduced the lost luggage rate for the airline by implementing a baggage tracking system.

Education

Bachelor of Business Administration (BBA), Computer Information Systems (CIS)

Georgia State University – Atlanta, GA

Professional Development

PMP Training – Gray Campus

Operations Management Training • Lean Six Sigma – Verizon Wireless

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