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Project Manager Management

Summit, New Jersey, United States
November 28, 2017

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Chris Fulwood

Technical Project Manager/Agile Scrum Master


Greater NYC Area

Decisive, solution-oriented, and results-focused

professional with 15+ years of experience in Business Management - utilizing program/project management

methodologies based on Project Management Institute

(PMI) framework and ITIL best practices.

A proven leader with outstanding talents in team building, efficient resource usage, development and maintenance of internal/external relationships, cost management, and solutions/service delivery.


Senior Project Manager

Etc Consulting, LLC, Remote, US, 2016–Present

Engaged to manage the customer interactions of project activities. This effort includes facilitating requirements gathering, conducting status and deliverable review meetings, and executing project closures - as needed.

● Interface with stakeholders to communicate status and set expectations.

● Conduct presentations for various entities to facilitate understanding of project scope and deliverables.

● Obtain buy-in from business units through use of team meetings.

● Maintain good client relationships and communications.

● Act as primary liaison across business units.

● Develop and respond to Requests for Proposal that result in contract renewals.

● Gather requirements and constraints and obtain stakeholder approval and acceptance of new contracts to insure project charter and subsequent plans effectively meet stakeholder expectations.

● Develop project scope, budgets, and schedules for multiple projects to insure proper.

● Lead project planning effort to identify team members, WBS and associated work packages.

● Identify, implement, and manage various project delivery methodologies - i.e. Agile and Waterfall.

● Lead team status meetings to discuss risks and evaluate SKILLS

Business Service Management

and Assurance

Program and Project Management

PMI Methodologies

Agile and Waterfall Methodologies

ITIL Foundation Methodologies

Business Process Analysis

Business Service Assurance

Network Operations Management

DevOps Management

Call Center Operations Management

Disaster Recovery Preparedness

MSP Experience

Software Testing



Financial responsibility

to $2.5 million

Hired and trained more

than 100 employees

Several Employee of the Month awards

Managed ITSM deployments for several

Fortune 500 companies (public and private)


Electrical and Computer Engineering

Clemson University, Clemson, SC

Project Management Certification

Program, Project Training Institute

Agile Certification Prep + Agile Scrum

● Obtain customer approval of interim and final project deliverables.

OSS/BSS Service Assurance Consultant

Alcatel-Lucent, Remote, US, 2008–2016

A highly engaged member of a large Professional Services organization whose members are adept at consulting in numerous verticals. Applied Alcatel-Lucent and industry-specific methodologies to deliver a myriad of solutions.

Worked with customers to insure they understood solutions and identified opportunities for improvement.

● Responsible for all areas of SDLC (software development life cycle) from scope documents to development, through change control and project completion.

● Established relationships with sponsors, stakeholders, and project team members to foster working relationships beneficial to the project life cycle.

● Led stakeholder working sessions - included brainstorming and mind mapping - to obtain new ideas and outline alternative solutions.

● Developed and executed focus group based trial runs for optional processes effectively gathering stakeholder expectations.

● Closely monitored new process implementation and implemented changes where necessary and reported significant work performance improvements to Senior Management.

● Redefined operational procedures, thus increasing delivery efficiency and opportunities for new projects.

● Developed Operational/Business Support Systems/Services

(OSS/BSS) client procedures to increase effectiveness of Network Operations organizations and improve customer satisfaction.

● Managed software development team efforts from build through test and configuration.

● Lead solution performance monitoring efforts to ensure customer satisfaction and decrease solution failure rates.

● Conducted feature development work-sessions to facilitate understanding of customer requirements.

● Tested next-generation call center tools - including Genesys Workforce Management, in/outbound calling, DMA,

Configuration Manager, skill-based routing, and reporting to improve call center operations.

● Implemented next-generation smart-metering solutions to reduce the need for technician truck rolls.

● Managed customer data migrations to multiple data centers

● Tested post-migration cloud-based data access to insure responsiveness was inline with expectations.

● Communicated status to stakeholders while fielding questions, addressing concerns, and processing suggestions in an effort to insure smooth integration of new solutions.

● Developed and distributed implementation/integration documentation.

Training, Pashun


Agile Project Management:

Scrum Step by Step, Pashun


● Conducted project team, stakeholder, and end-user training to improve stakeholder understanding and buy-in of implemented solutions.

● Developed and executed rigorous regression testing in development and Q/A environments prior to ensure product met requirements.

● Ensure organizational awareness of environmental changes and addressed concerns as they arise to assist in smooth transition of products into production.

Senior Project Manager

Softential, Inc., Herndon, VA, 2004–2008

Managed various project teams working for private and public sector companies. Participated in Pre-Sales, Proof of Concept, and deployment of products. Identified numerous opportunities to provide additional professional services to customers.

● Responsible for all areas of SDLC (software development life cycle) from scope documents to development, through change control and project completion.

● Managed multiple projects for IT Service Management and ongoing programs for private and public sector clients.

● Developed and implemented integrated software development and testing methodologies.

● Managed software releases and release performance monitoring efforts.

● Developed and implemented internal process for change order management.

● Revived several large (>$100K) accounts while growing several others.

● Researched processes and procedures for use in building project charter for various Fortune 500 customers.

● Established and maintained relationships with stakeholders to ensure involvement in project lifecycle.

● Gathered stakeholder requirements, assumptions, and risks to assist in building the project management plan.

● Compiled and employed work performance reports to assess and mitigate risks.

● Gathered and assessed change requests to determine potential impact prior to Change Control Board submission.

● Genuine influencer in customer meetings which garnered acceptance and facilitated change requests.

Senior Manager, Network Operations Center

NuVox Communications, Greenville, SC, 2002 - 2004

Managed a team of over 75 employees providing several levels of Operational Support. Managed NOC design and build-out including hiring of 30+ employees. Managed Sales teams, handled escalations, and managed maintenance activities. Drove growth by focusing on customer service, employee training, and teamwork.

● Created and maintained employee staffing, personnel development plan, Operations product focus, and organization budgets.

● Designed and developed processes and procedures for Network Operations and Service Delivery

organizations.Directed proactive resolution analysis which resulted in a 99.999% uptime.

● Improved customer support and network trouble

resolution processes by promoting and implementing resource sharing, heightening awareness of network events and facilitating interdepartmental tasks.

● Provided technical and strategic expertise in network and systems support aspects of customer service and network management to multiple integration teams.

● Key contributor to technical strategy and technology roadmap planning as a representative of Service Delivery and Network Operations teams.

● Provided requirements, scope, and direction to System Administrators developing network monitoring applications and tools.

● Directed SDLC for architecture design and

implementation, testing and maintenance.

● Researched, developed, and participated in the analysis and resolution of network events.

● Led the development of disaster recovery processes and procedures.

● Oversaw day-to-day operations of multi-level network and system support organizations.

● Developed and instituted Operations and Support team member development and training programs to

increase effectiveness of problem resolution.

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