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Manager Management

United States
March 21, 2018

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Woodstock GA



Results-oriented leader with proven ability to provide business value and client satisfaction by effectively managing cost, complexity, and perception. Deeply experienced managing successful, full-scope, IT implementations. Proven leadership capabilities, able to influence stakeholders and handle difficult and diverse situations with tenacity and decisiveness using excellent communication and problem solving skills.


• Relationship Building

• Critical Thinking

• Technical Analysis

• Trouble-Shooting

• Customer Satisfaction

• Service Quality

• Financial targets

• Strategic Planning

• Stakeholder Management

• Delivery Quality & Assurance

• Account Compliance

• Customer Satisfaction

• Value Creation Ideas

• Process Governance and Improvement

• IT Implementations

• Problem Solving

• Metrics Management

• Vendor Relationship Management


ERICSSON Atlanta, GA/Seattle, WA

Program Manager – Service Delivery/Managed Services Dec 2016 – Sep 2017 Managed delivery of technology solutions to high-priority issues in production environment for Ericsson Prepaid Billing system implementation

• Partnered with stakeholders to prepare release packages for periodic and hotfix deployments in production environment

• Monitored quality by validating testing results and facilitating the resolution of code conflicts to reduce risk, control costs and meet or exceed client delivery timelines

• Facilitated director-level decision making by analyzing multiple sources of information to generate insight on program performance and implementation status and provided reporting to senior leadership

• Ensured product delivery quality by leading Tier 2 teams in triage analysis for immediate configuration changes and worked with development teams to resolve code errors in accordance with design specifications

• Performed hands-on analysis of code log errors during time-sensitive deployments for fast and accurate defect routing and assignment

• Delivered timely, crucial status updates on changes and estimates for testing and deployment to business stakeholders for driving daily operational decisions

• Led process improvement efforts for streamlining operations for Service Delivery that improved system availability and reduced downtime

IT Consultant-Testing Defect Management Feb 2015- Dec 2016 Managed issues and defects for large-scale Ericsson PrePaid Billing system implementation

• Worked directly with client Quality Assurance (QA) Testing leadership to evaluate, implement and manage improvements to reduce issues and increase performance

• Acted as single point of contact (liaison) to the T-Mobile QA Leadership team for defect lifecycle management, escalations and periodic reporting.

• Managed defect resolution process, vendor test governance and tracked critical changes during build-out of new, industry-leading Telecom client billing system

• Provided metrics analysis to identify gaps, solutions and process and tool improvements CONVERGENCE ACCELERATED SOLUTIONS GROUP (CAS GROUP) June 2014 - Feb 2015 IT Consultant-Testing Defect Management-US Cellular, Wood Dale, IL

• Performed defect management oversight and process improvement for client

• Advised Release Management, Testing and Development leadership teams in tracking, quantifying and reporting on testing defect metrics, identifying gaps, improving communication and driving towards governance maturity

COGNIZANT TECHNOLOGY SOLUTIONS, Atlanta, GA Feb 2012 – May 2014 Sr. Manager-Testing Services (NASCO - Healthcare) Sep 2013-May 2014 Managed team of 20+ testers for NASCO Blue plan applications including Claims and Membership testing, services testing and interface validation.

• Provided overall testing account interface to client Test Directors for major and minor releases, production support and process improvement

• Provided staff coaching and mentoring, goal setting, career and training, and elicited critical thinking in problem solving

• Provided critical leadership in responding to Testing RFI with $1M+ potential revenue for 2014

(awarded March ’14)

• Managed Monthly governance calls with client senior leadership to review service level agreement performance, provide process improvement updates and review defect metrics per contract as well as plan Release capacity to meet client testing and support budget Sr. Manager/Solutions Architect-Testing Services (Cox Communications) Dec 2012 – Sep 2013 Oversaw enterprise-wide Defect Management Transformation project

• Developed comprehensive plan to standardize defect management life-cycle process across multiple lines of business with input from senior client leadership

• Established testing and development metrics and defined support levels to aid client in resource planning and worked with client directors to capture relevant fields in HP Quality Center/template standardization

• Built and managed successful defect management pilot program to establish baseline performance levels and KPI baselines for quarter over quarter performance improvement

• Created and enforced SLA Guidelines with development and environment teams

• Established effective daily defect call routines to review open issues and priorities with development teams

Sr. Manager-Testing Services (AT&T U-Verse Project) Feb 2012 – Dec 2012 Hoffman Estates, IL

• Directed and delegated work effort of team of 50+ testers for AT&T U-Verse applications including video/IPTV testing, service provisioning and DB applications and interfaces

• Provided overall testing account interface to client Test Directors for major and minor releases, production support and process improvement

• Provided staff guidance and mentoring, goal setting, career and training planning, and elicited critical thinking in problem solving

COX COMMUNICATIONS INC., Atlanta, GA Jan 2011 - Feb 2012 Sr. QA Analyst-Wireless

• Managed Wireless QA environments. Established and documented defect management processes, provided KPI baseline measurements for major and minor global wireless releases. Met with senior management on regular basis to review KPI success and presented trending analysis

• Managed requirements gathering process with partner groups for various projects to identify cross-functional application conflicts, scheduling of deliverables and created requirements documentation (Statement of Need) for package approval

• Managed vendor relationship with contractor support for defect management and testing services for onshore/offshore delivery of metrics and performance analysis. Reviewed and approved KPI analysis, defect performance review and technical dissemination of data at executive levels

• Utilized reporting knowledge in gathering metrics to define gaps and further optimize efficiency in both the reporting process and enhancing overall productivity. Utilized project planning, status reporting, scheduling and communication skills specifically providing weekly, monthly and quarterly reports to capture improvement opportunities, risks and issues SPRINT NEXTEL, Overland Park, KS 2000 - 2009

Technical Analyst II /Telecom IT Change Control SME

• Regulated and managed software/hardware/maintenance change requests in the Production environment for all IT network elements, mainframe and midrange applications and servers.

• Managed hardware and software changes for over 500 applications: responsible for maintaining high IT environmental standards, ensure environments stayed in sync and ensured strict change entrance criteria was met resulting in an annual stability rate of 99.92%

• Program Managed Service Assurance application team working with partner groups for various projects to identify cross functional application conflicts, scheduling and monitoring of deliverables and created requirements documentation (Statement of Need) for package approval

• Supervised IP utilization in the High-Speed Data (HSD) network which incorporated forecasting IP usage for new allocations, providing maintenance and Service Delivery/Assurance services in the IP router network and creating supporting procedural documentation (M&P’s, SLA’s)


• Applied Principles and Practices: ITIL, Sarbanes/Oxley (SOX), Six Sigma, Project Management.

• Applicable knowledge OS/apps: Windows 2000, 2003/NT, UNIX, Oracle PL/SQL and DBA, Multiple OSS BSS telecom Billing applications and middleware

• Have expert knowledge of HP Quality Center/Service Desk, Remedy management software.

• Considerable experience with network protocols: ATM, TCP/IP (Microsoft protocols), DHCP, DNS, SMTP, VoIP

• Requirements analysis, scope definition, data extrapolation, process improvement and implementation, IT Governance,

• Relational DB- Oracle10g-PL/SQL and DBA I course – 2009 CERTIFICATIONS

• Master Certificate in web development, marketing and design (JCCC Center for Business). This includes CSS, HTML, XHTML, (Adobe Creative Suite- CS4, Expression Web), ASP.NET, JavaScript, AJAX, SharePoint 2007

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