A skilled Project Manager with over seven years of experience overseeing complex projects with diverse, multidisciplinary teams. As a Project Manager I have successfully demonstrated my ability to manage the full lifecycle of projects including but not limited to clearly defining scopes, managing expected changes, implementing processes to keep change under control, meeting quantifiable milestones and supplying measurable deliverables on time and within budget. Over 20 years of professional work experience with demonstrated ability to identify problems, effectively implement workable solutions, communicate complex technical data in a non-technical manner and distribute quantifiable results. Exhibits solid analytical skills, strong written and verbal communication skills and show great attention to details. Proficient in various computer applications, including but not limited to, Microsoft Word, Excel, Outlook, Power Point and Microsoft Project.

Areas of Strengths

Project Management

Budget Management

Well Organized

Self-Starter

Accountable

Management

Administrative Support

Team Player

Team Leader

Dead-line focused

Excellent Customer Relations

Data Analysis

Service Oriented

Goal Oriented

Decision Maker

Professional Achievements

Lead project in the development of a standard service improvement process. Developed standardized 22 State automation processes for managing Customer Not Ready (CNR) orders. RESULTS: Implementation of new improvement processes, delivery of automation to eliminate manual processes, reduction in backlogged orders, and an increase in centers’ revenue.

Lead project team to reduce billing cycle production time. Researched and analyzed data to identify system issues; designed value-added workflow processes; organized a project team to implement the new workflow processes. RESULTS: 40% reduction of billing cycle production time.

Designed and developed a new electronic billing system. Established and managed the project plan; conducted research, analysis and testing of various electronic billing systems; selected the most conducive billing system to fit the needs of the business as well as the customers; organized a team to implement the new system. RESULTS: Company’s larger customers received paperless bills.

Developed training materials to improved employees productivity level. Created a new product and service training manuals; facilitated technical training; Employed new resolution processes and procedures guidelines. RESULTS: Technical Customer Support department services level increased by 10% within one month.

Served as a project team member of the systems conversion project. Performed testing for both new billing and provisioning systems; developed the revision process and procedure guidelines for the billing system; worked the conversion team to ensure systems were implemented correctly. RESULTS: Both system conversions completed on schedule with minimum issues.

Certifications

Six Sigma Green Belt Certification, LEAN Certification

Education

Master of Engineering University of Alabama, Birmingham, Birmingham, Alabama

Information Engineering and Management Emphasis, GPA: 4.0

Master of Business Administration University of Phoenix, Phoenix, Arizona

Technology Management Emphasis, GPA: 3.49

Bachelor of Science Alabama Agricultural and Mechanical University, Normal, Alabama

Electrical Engineering, Mathematics Minor, cum laude, GPA: 3.11

Professional Experience

AT&T Atlanta, Georgia November 2013– Present

Sr. Specialist Technical Project Manager

Oversee all aspects of the development and implementation of assigned technical projects and provide a single point of contact for these projects

Lead cross functional teams to complete projects within allotted timeline

Develop detailed work plans, schedules resource plans of assigned projects

Collaborate with various markets to discuss project specifications or procedures

Identify potential network issues and/or system related issues, investigate and analyze root cause, provide recommendations for the best solution of problems

AT&T Atlanta, Georgia November 2012 – November 2013

Manager Operations

Defined, designed and implemented processes into the organization and facilitated change

Provided support of internal processes including creation and management of policies/standards/processes, process improvement, and tool development

Identified method and process deficiencies that hindered the effectiveness of workflow processes, and established new processes and controls for newer enhancements

Coordinated technical training to ensure engineers are able to perform their duties efficiently and effectively

Managed the sponsorship of vendor engineers including bids and project orders as well as system access

AT&T Tucker, Georgia July 2012 – November 2012

Project Manager

Oversaw all aspects of the installation expansion projects for the Southeastern region

Developed detailed project plans for information technology projects

Tracked and monitored project milestones and deliverables

Distributed project deliverables in a timely manner while ensuring quality standards was adherent

Provided guidance and expertise of structured project management methodology to the project team

AT&T Birmingham, Alabama September 2010 – June 2012

Network Operations Manager

Supervised 11 - 15 Electronic Technicians providing coaching and guidance in successful achieving their developmental goals

Managed technicians’ daily work schedules to ensure appropriate resources were available to handle workload while ensuring high quality and safety performance was given by the technicians

Identified and removed any roadblocks to safely and efficiently address and resolve customer complaints or service issues

Conducted regular performance reviews providing feedback and coaching to technicians to address performance issues and administered disciplinary action as needed

Blue Cross Blue Shields of Alabama Birmingham, Alabama August 2005 – September 2010

Flexible Spending Account Specialist

Communicated effectively with customers in response to inquiries and/or notification of claims

Maintained excellent record of customer interactions and/or transactions documenting details of inquiries, complaints, and/or comments as well as actions taken

Investigated customers’ complaints and implemented a workable solution that resolved the customers’ issues according to the policies and procedures of the company

Regularly followed up with customers to ensure appropriate changes were made as well as confirm the customers' problem(s) were resolved

references

References are available upon request

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