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Project Manager Customer Service

Location:
Dallas, Texas, United States
Posted:
January 25, 2018

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ROSCOE LACY

214-***-**** • ac36u0@r.postjobfree.com

EDUCATION

Masters of Human Relations, 1999

University of Oklahoma

Bachelors of Business Administration (MIS), 1994

University of Oklahoma

CERTIFICATION

Scrum Master Certified (SMC); Project Management Professional (PMP) Certification; ITIL v3 Foundation Certification

SOFTWARE SKILLS

MS Project, MS Office, Visio, SharePoint, STARS/Remedy, Salesforce, JIRA

PROFESSIONAL WORK EXPERIENCE

Project Manager, United Protective Services - Dallas, TX

June 2017-Present

Design project plans; manage scope; monitor timeline; scheduling; inspected work results

Communicate with client stakeholders, engineers, and cross functional teams

Responsible for resource allocation hiring/firing, training, and assignment designation

Create Work Breakdown Structure

Assess project performance and implemented changes as necessary to ensure projects remained within specified scope, cost, schedule, and quality

Conduct retrospective project meetings including lessons learned

Responsible for process improvement/continuous improvement

Create and distribute weekly status reports

Regularly monitor project expense and initiated adjustments as required staying within budget/time constraints

Responsible for issue escalation or change request process

Project Coordinator/Corporate Security, Securitas Security - Dallas, TX

November 2016-Present

Develop security project plans; monitored timeline; scheduling; inspected work results

Create Statements Of Work for all projects assigned

Participate in daily stand-up meetings

Establish Standard Operating Procedures and ensured program adhered to state regulations

Create and distribute daily stakeholder status reports

Responsible for establishing and maintaining client contact and building relationships

Responsible for issue escalation or change request process

Project Manager/Business Analyst, Yum Brands - Plano, TX

June 2016-August 2016

Managed day to day execution of projects

Developed project plan

Managed project budgets

Recruited/trained/managed project team

Collaborated with Engineers, Quality Assurance, and Product Specialists to ensure project alignment

Supported testing cycles by managing technical aspects to ensure processes are followed correctly

IT Project Manager/Helpdesk Analyst, CompuCom - Dallas, TX

April 2016-June 2016

Documented issue information in ServiceNow database

Troubleshooting product/peripherals from equipment issues to transaction failures, service issues

Quickly and effectively solved customer challenges

Maintained quality control/satisfaction records seeking new ways to improve customer service

Troubleshoot issues and followed escalation procedures for multiple clients

Terminated/Closed ticket when issue satisfactorily completed

Utilized RSA ID and various client databases to verify identity and provide appropriate level of access

IT Project Manager, Alcon Laboratories/Novartis - Fort Worth, TX

March 2015-December 2015

(PMO) Project and Deployment manager of a global mobile initiative to all Alcon/Novartis affiliates

Monitored performance of work stream throughout the duration of project in an Agile environment

Developed project plans (including defined staffing requirements and formed project teams)

Responsible for the successful collection, definition, and documentation of all project requirements

Defined and communicated roles, responsibilities, and expectations for project team

Supported testing and new release cycles by managing technical and support to understand and identify user functionality, bug fixes, and areas of improvements

Participated in the development, implementation and assessment of status and Go-Live readiness

Created and distributed monthly stakeholder status reports

Monitored project expenses and made adjustments as required staying within budget/time constraints

Managed change requests/service tickets through JIRA/Salesforce/Remedy

Project Manager, Securitas Security - Oklahoma City, OK

August 2014-February 2015

Designed project plans; managed scope; monitored timeline; scheduling; inspected work results

Established Statements of Work for all projects

Defined and communicated roles, responsibilities, and expectations for project team

Monitored project expenses staying within budget/time constraints

Responsible for establishing and maintaining client contact and building relationships

Responsible for issue escalation or change request process

Project Manager, Champion National Security - Arlington, TX

April 2013-March 2014

Designed project plans; managed scope; monitored timeline; scheduling; inspected work results

Established Statements of Work for all projects

Defined and communicated roles, responsibilities, and expectations for project team

Responsible for establishing and maintaining client contact and building relationships

Responsible for incident escalation

Maintained company Standard Operating Procedures and ensured program adhered to state regulations

Project Manager, Texas Instruments Inc. - Dallas, TX

June 2002-February 2012

Subject matter expert in Agile and Waterfall project management methodologies

Developed project plans (including defined staffing requirements and forming project teams)

Ability to influence stakeholders, motivate project team and utilize effective problem solving

Responsible for the successful collection, definition, and documentation of all project requirements

Defined and communicated roles, responsibilities, and expectations for project team

Implemented new applications utilizing Scrum and established best practices to reduce backlog

Conducted business analysis for all projects including providing business cases, and project planning

Participated in the development, implementation and assessment of status and Go-Live readiness

Developed Statements of Work for all projects

Assessed projects to ensure performance remained within specified scope, cost, schedule & quality



Contact this candidate