Project Manager Customer Service
Resume:
ROSCOE LACY
214-***-**** • ********@*****.***
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
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