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Project Manager Customer Service

Woodstock, Georgia, United States
February 01, 2018

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Proven Senior Technical Project Manager /IT Portfolio Manager/Program Manager

Big Budget Experience / Infrastructure / Disaster Recovery / PMP / Agile/Waterfall

Agile Methodologies include Scrum KANBAN, Scrum Agile Continuous Delivery, PM Agile

Sprints Continuous Delivery & Waterfall

Seasoned Project Manager with many years of experience in leading the development and implementation of service based technology solutions in the information technology, telecommunications, and consulting industries

Proven record of accomplishments working with large multi-location organizations serving as a key strategic member of Program Management Offices supporting client’s enterprise-wide technology infrastructures

Key Project Experience: 15+ years of experience incorporating PMI® standards in program / project leadership; Media Background; experience managing Business Intelligence, Enterprise Data Warehouse, Software delivery in Agile using SDLC, Payment Card Industry (PCI), and Data Security Standards (DSS) projects

Project Size: Experience managing small to large projects, the highest being $70M budget; experience managing onshore / offshore and thirdparty vendors; managed over 85-member cross-functional team



Access Management

Project and Program Management

Onshore / Offshore Leadership

Vendor Management

Project Planning

Payment Card Industry (PCI)

Data Security Standards (DSS)

Access Management

Tracking & Vulnerability experience

War Room Leadership

Budget Management

Enterprise Data Warehouse Portal

Business Intelligence


Security Audit

Disaster recovery planning and execution






Big Box Companies

Food Manufacturing

IT Consulting




Bryan Institute, Wichita, KS

BS, 08/1981


Agile Certified Project Manager, AT&T University 07/2015

PMP Certified, International Institute for Learning, 2003

Certified (ETL) Consultant, Informatica, 2003

ITUP Professional Certification, AT&T University

ITUP People Manager Certification, AT&T University


Technical: MS Office Suite, MS Project, MS Project Server, Business Objects, Oracle, PeopleSoft, SAP ERP, Informatica, Teradata, Visual Basic, Crystal Reports, Java, HTML, XML, Windows NT, UNIX, UML, OLAP, IBM, DB2, Ab Initio, Brio, MS Win, MS SQL, Wintel, Sybase, BOXi, LDAP, Weblogic, IPlanet, Test Director, Clear Case, Mercury Wintel, Active Directory, COSMOS, Softrax, SourceSafe, SharePoint, RPG, COBOL, BASIC, FORTRAN, C+; Active Directory

Methodologies: Agile, Waterfall


Accenture (Contractor) 11/2016 – Current

UX Lead Project Manager at AT&T

Gathered inputs from our customers, partners and business units into clear and justifiable product requirements that drove the User Experience Backlog and prioritization of the Digital Experience Portfolio that supported the UX vision and strategy. Assessed market and cloud trends and opportunities, and then developed and prioritized User Experience roadmaps to deliver industry leading designs. Controled the process of improving the user experience across the digital stream on AT&T Cloud Portal and Business Center application integration. Focused on driving the team to accomplish the end product. Provided technical guidance to and drove cross-functional initiatives with key partner organizations (e.g., product marketing, pricing, technical field enablement, sales specialists and specialist systems engineers). Established and implemented the necessary KPIs, analytics and operating reviews to ensure successful program execution, investment outcomes, product releases, product performance and customer adoption. Acted as the voice of the customer to deliver the industry leading user experience. Sucessfully managed a 9.8M budget. Evaluated new product integration and market opportunities where UX can be used to deliver differentiated value to customers and partners.

Cox, Atlanta GA 09/2016 – 11/2016

Infrastructure Project Manager (Contractor)

Manager of complex, high value IT delivery projects that required the coordination of development work and technology work on multiple platforms to achieve desired functionality. Proven experience leading complex IT development technology projects. Proficient in the use of the Microsoft Office products: Outlook, Word, Excel, PowerPoint, Visio, and Project. Strong soft skills that include: * Strong written and oral communications. Ability to lead a team to desired outcome. Experienced interacting with both senior leaders as well as peers. Ability to identify and negotiate solutions to address project challenges. Comfortable challenging ideas and working with disparate groups to bring about consensus. Able to handle ambiguity in the project without losing focus. Able to perform with minimal direction. Exposure to Agile Methodology. Familiarity with Clarity or similar project portfolio management tools. Significant understanding of technical environment and ITIL methodologies. Proven ability to lead large/complex matrixed team from many different internal groups and different locations and drive results through task coordination, handoffs and overall delivery of solution.

Digital Intelligence Systems, Inc. (DISYS), Alpharetta GA 04/2016 – 9/2016

Client Deliver Manager at Cricket

Responsible for supporting large enterprise accounts while managing client relationships and senior-level technical personnel; a strong communicator, hands-on, have strong technical understanding, comfortable working under pressure and have ITIL experience

Supervise incident management, change management, problem management, and network optimization projects

Customer communications; primary interface for all customer issues

Manage implementation and optimization projects

Lead Customer Service Reviews (weekly, monthly, quarterly); generate reports (SLA and operations)

Operational ITIL analysis and reporting (trend, consultant performance evaluations, availability, and capacity management)

Lead senior-level technical teams; supervise Customer and internal processes

AT&T, Atlanta GA 05/2007 – 09/2015

Senior Technical Project Manager/Program Manager

Program Manager for Southwest and Midwest Regions Spectrum Balancing for RAN HQ IPMO

Full Software Development Lifecycle (SDLC) project management experience for complex software systems

Software development with Verification and Validation (V&V) experience

Reliability, Availability, Maintainability and Safety (RAMS) experience

Knowledge of working with procurement from third party vendors

Experience delivering multiple instances of complex systems

Experience with technologically challenging research projects and high-service-level service contracts

Strong Project Management skills, with demonstrated excellence in schedule and budget management

Project Management Professional certification; experience with Software-as-a-Service platforms

Created shared vision across multiple stakeholder teams and provided confident leadership to teams with strategic objectives

Solid strategic program / project management experience including the ability to set and drive requirements across multiple functional arenas

Strong analytical and strategic thinking abilities, including the ability to create insights and drive

Self-motivated and directed, requiring minimal supervision for successful assignment completion

Delivered the outcomes and benefits required by the AT&T RAN HQ, its delivery partners and other stakeholders

Completed an intense Agile Certification Course at AT&T University

Used Agile Software Development Lifecycle (SDLC)

Created and implemented deliverables that met agreed upon requirements and time targets

Stayed within financial budgets and involved all the right people; Millions in 2015 savings

Responsible for front door and end-to-end program management

Consulted directly with internal and external clients on business goals, tools, strategies and best practices

Full accountability for managing concurrent projects/programs of complexity including projects / programs that span multiple regions, functions and/or business units

Directed team's activities and interacted with other project / program managers to ensure alignment of project goals and progress with client needs and priorities

Utilized knowledge of business, industry and technology to incorporate business process improvements into the organization; advocated for adherence to standards

Created and provided financial metrics and measurements to track performance / compliance

AT&T, Atlanta GA

Senior - Business Mgmt. IT / Finance

Responsible for program/project management, finance validations for portfolios, ITRRs, and client funding letters and IT projects; obtained VP and Executive Director Approvals for each

Consulted directly with internal and external clients on business needs

Experience in managing stakeholders; demonstrated ability to manage project risk

AT&T, Alpharetta GA

Senior Program/Portfolio Management/Project Mgmt. Wireline / Mobility

Responsible for managing Business Intelligence Data Warehouse development program utilizing professional services methodology; Integrated Data Warehouse design, development, management and business intelligence

Managed budgets of over $5M per project

Managed project teams of 25+ developers, testers and analyst

Portfolio Management included monitoring performance of projects within portfolio and working with

IT and business management to streamline portfolio management processes

Made sure financial reports were effective and met objectives

Had specific objectives to deliver to the AT&T organization, and its stakeholders

Introduced significant changes to the way the EDW/BI Team processed data

Involved a wide range of stakeholders from different parts of the organization

Championed a cross-functional project methodology to centralize and improve project communications

Responsible for program/project planning, project recovery, assessments, project mentoring

Facilitated feasibility studies to determine demand, success ranking, and stakeholder interest

Authored project documentation using tools such as MS Project Server

Responsible for development of process inventories, process maps, and test plans

Planned and supervised activities for multiple infrastructure and support projects

Responsible for planning and facilitating JAD sessions with the offshore team members

Responsible for planning contingency and disaster recovery planning and execution

Complied with technology and corporate governance elements of Sarbanes-Oxley

AT&T Mobility (Cingular), Alpharetta GA

Sr. Technology Program Manager BI/EDW PMO

Provided overall leadership of the BI/DW PMO and directed technology efforts to ensure continuous development and execution of technical strategies; experience with ITIL recommended processes, procedures, tasks, and checklists

Managed budgets of over $70M annually

Managed a team of 25+ Project Managers and 5 Business Analyst

Developed a master project plan that provided guidance for the entire project team

Responsible for all aspects of the organization’s information technology BI/DW PMO and systems

Responsible for SAP ERP Conversions, ETL, planning and execution

Responsible for contingency and disaster recovery planning and execution

Monitored project progress and managed project risk; provided communications to upper leadership

Procured and installed MS Project Server to manage and track progress against project plans, business timelines, and changing priorities

Provided vision and leadership for developing and implementing information technology initiatives

Supported business operations in order to improve cost effectiveness and service quality within the operations and focus areas of the company

Managed projects related to enterprise application and data base development, data management and data services infrastructures, server and network infrastructure, security administration, website / intranet development, application/customer support; created Failover and disaster recovery planning

Led and mentored small teams to deliver high-quality results with the absolute highest levels of customer service, Alpharetta GA 11/2006 – 05/2007

Sr. Project Manager BI / EDW (Consultant)

Responsible for Full data warehouse life cycle development and deployment; managed new integration (Corporate Merger) rollout for COSMOS; led business intelligence and enterprise data warehouse integration

Managed a team of over 14 BOXI Systems Administrators and Developers

Managed many project budgets and completed contract negotiations

Responsible for project planning, project recovery, assessments, project mentoring, project leadership, and program management office

Scheduled and facilitated significant project meetings (JAD facilitation)

Planned and supervised activities for multiple Infrastructure and support projects

Complied with Infor Technology and corporate governance elements of Sarbanes-Oxley

Chicago Public Schools, Chicago IL 06/2006 – 11/2006

Sr. Project Manager BI / EDW (Consultant)

Sr. Project Manager for Business Objects XI (BOXI R2) Implementation project; responsible for new rollout for business intelligence, enterprise data warehouse, ODS and infrastructures

Managed a team of over 4 BO Systems Administrators and over 14 BO Report Developers

Managed vendor selection and contract negotiations

Procured Wintel Servers/Business Objects Software applications

Responsible for contingency and disaster recovery planning and execution

Managed in-house development of SDK, PIK Migration tools

Responsible for the solutions architecture design (Visio, use case, ERWIN)

Managed and facilitated significant project meetings (JAD facilitation)

Planned and supervised activities for multiple Infrastructure and Support Projects

Fannie Mae, Herndon VA 06/2005 – 06/2006

Sr. Infrastructure Project / Program Manager BI (Consultant)

The Home Depot, Atlanta GA 12/2004 – 05/2005

Project Manager (Consultant)

Habitat for Humanity International, Americas GA 06/2003 – 12/004

Applications Program Manager

The Tribune Corporation, Inc., Chicago IL 09/1999 – 01/2002

Sr. Technology Program Manager Media Background

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