Manager Management
Resume:
Robert F. Knoeringer
**** ****** **** *****, ******, GA 30097 404-***-****
Information Technology Senior Project Manager
Over 30 years success leading multi-million dollar projects for high profile IT organizations
Proven record of achievement guiding sizeable, cross-functional programs for major information technology corporations through effective team management and implementation of cloud based business solutions. Highly adept project manager through all stages of original concept design, team and equipment management, and final implementation within budget and contractual obligations. Expert client consulting, presenter, negotiator, and businessperson. Strong business analysis and documentation skills. Able to forge solid relationships with clients and build consensus across multiple organizational levels.
Highlights of Expertise
Cloud based Technology Architecture
Training / Matrix Project Team Management
Account Planning / Management
New Business Development
Agile, Waterfall Methodologies
Business Analysis
Strategic planning across the Americas, APAC, EMEA, and LATAM
Budget Management
Telecommunications Solutions
Risk & Issue management
Customer Service / Direct Sales
Client consulting
Vendor Management
Professional (PMP) Certification
Disaster Recovery Portfolio Management
Career Experience
Verizon Enterprise Solutions, Alpharetta, Georgia
Provide executive-level project management leadership for cross-functional cloud based technology programs generating over $20 million in revenue.
SENIOR PROJECT MANAGER (November 2017 to present)
Lead effective Agile and Waterfall project management teams for Systems Development Lifecycle (SDLC) solutions. Manage program consultation, business analysis, provisioning, and application development for self-service technologies, mobility, IVR, telecommunications, and business intelligence solutions. Oversee contract management and budget administration.
Effectively utilize process mapping, resource demand and supply management, and project sponsor communication plans to successfully manage project deliverables on schedule and under budget.
Perform Business analysis for new Cloud Uniform Contact Center software applications. Develop technical application solutions by defining, analyzing and documenting business requirements
Oversee SDLC architecture transformation of Unified Communications solutions using integrative management approach to maximize national team efforts, resulting in successful and timely attainment of project goals.
Hewlett-Packard Enterprise, Alpharetta, Georgia
Provided executive-level leadership for program management of sixty-month $100 million Cloud Uniform Contact Center managed services migration project through efficient management of engineering teams worldwide.
SENIOR PROJECT MANAGER (July 2013 to June 2017)
Led effective Agile and Waterfall project management teams for Systems Development Lifecycle (SDLC) solutions. Managed program consultation, business analysis, provisioning, and application development for self-service technologies, mobility, IVR, telecommunications, and business intelligence solutions. Oversaw contract management and budget administration. Developed and implemented Project Management Offices (PMO) best practices templates and tools to manage multiple work streams.
Optimized opportunity management and business analysis worldwide, operations services delivery, vendor management, and matrix engineering management to save $110 million during migration of Cloud Contact Center.
Effectively utilized process mapping, resource demand and supply management, and project sponsor communication plans to successfully manage project deliverables on schedule and under budget.
Performed Business analysis for new Cloud Uniform Contact Center software applications. Developed technical application solutions by defining, analyzing and documenting business requirements
Oversaw SDLC for TDM-SIP architecture transformation and Unified Communications solutions worldwide using integrative management approach to maximize international team efforts, resulting in successful and timely attainment of project goals.
Presidio, Norcross, Georgia
Generated over $3 million in revenue through technical design, new account acquisition, and waterfall and agile project management for North American IT solutions provider.
SOLUTIONS ARCHITECT, SENIOR PROJECT MANAGER (December 2010 to December 2012)
Responsible for direct interface with global clients for technical design and waterfall and agile project management of premise-based voice, mobility, data, voice messaging, and contact center solutions. Developed and established Customer Relationship Management (CRM) solutions. Established statements of work, high-level architecture, and technical design for cliental. Designed account plans and managed resources for successful and efficient project delivery.
Managed technical support for Requests for Information (RFI) and Requests for Proposal (RFP) for potential suppliers and analyzed client opportunity costs, resulting in increased account profitability.
Personally conducted business analysis, client consultations, IT needs analysis, solutions design, and pursued lucrative new business opportunities.
Quietscape, Inc., Duluth, Georgia
Delivered over $2 million through end-to-end waterfall and agile project management for Voice over Internet Protocol (VoIP) and Time Division Multiplexing (TDM) technology solutions for communications consulting firm.
PROGRAM MANAGER (August 2009 to December 2010)
Oversaw waterfall and agile project management of technical equipment and SDLC from conception to final product completion. Led project design, provisioning, application development, and systems management. Developed statements of work, high-level architecture design, and application development for customers and company sales teams, successfully meeting requirements for IT application projects, configuration design, user training, and project delivery.
Successfully led business analysis, architectural design, administration, and integration of multiple channel solutions for large equipment manufacturers including Avaya, Cisco, Microsoft, Presence, Genesys, Verint, Nice, Nuance, and Call Copy.
Designed, developed, and implemented CRM professional services solutions, improving communication with cliental and leading to increased customer satisfaction.
North American Communications Resource Inc. / Combest, Norcross, Georgia
Delivered over $5 million in Unified Contact Center technical design and end-to-end project management for leading global business communication solutions provider.
SOLUTIONS ARCHITECT, SENIOR PROJECT MANAGER (January 2001 to July 2009)
Delivered effective project management from launch to final product delivery. Responsible for managing technical support for telecommunication RFIs and RFPs. Created statements of work, high-level architecture and technical design, and application development for cliental. Established account plans and followed through with effective resource management for efficient project completion.
Managed potential client consultations and business analysis, pinpointed telecommunication needs and analyzed opportunity costs to maximize firm revenues.
Lucent technologies/Avaya, Carrolton, Texas
Generated over $18 million in annual revenues while achieving growth in excess of 25%.
Communications Program Manager (December 1998 to October2001)
Directed contact center managed services, voice, data and convergence, voice messaging, and contact center PBX telephony platforms for United Airline’s world headquarters, disaster recovery centers and worldwide reservation centers. Multi-site management services program for international airline- twenty- six national headquarters contact center sites, two disaster recovery sites, one international site, legacy Avaya systems migration to Communications Manager with Contact Centers. Messaging, NICE Call Recording, IVR, CTI (AES integration), ACD, CMS, 6500 + user extensions. I acted as team leader for a centrally located SPOC team, managing and directing analysis of client’s existing communication infrastructure, systems administration, service delivery and maintenance, planning, configuration design, training, project management and project delivery.
Provided sales, business and design consulting, program management, opportunity management, services delivery, vendor management, and customer service.
Initiated contract management and budget administration.
Project management for technical equipment and SDLC from original concept through final implementation.
Managed solutions engineers, team leaders and delivered fault management services, maintenance support and product/service fulfillment.
Additional Experience
Business Development Sales Manager (1997 to 1998) Lucent Technologies, Atlanta, Georgia
Global Account Sales Representative (1996 to 1997) Lucent Technologies, Atlanta, Georgia
Sales Engineer, Project Manager (1983 to 1996) AT&T/Lucent Technologies, Atlanta, Georgia
Education & Credentials
Degrees
Master of Applied Science in Computer Science (2013)
University of Denver, Denver, Colorado
Bachelor of Arts in Business Management
Rutgers University, New Brunswick, New Jersey
Additional Coursework
Computer Science, Graduate Level
Fairleigh Dickinson University, Teaneck, New Jersey
Mechanical Engineering, Bachelor Level
Stevens Institute of Technology, Hoboken, New Jersey
Certifications
Project Management Institute Certificate – Rutgers University
Project Management Professional (PMP©) – Project Management Institute
Lean Six Sigma Green Belt
Contact Center Solutions Certificate – Avaya
Data Solutions Certificate – Avaya
Unified Communications Certificate - Avaya
Cisco Certified Network Associate (CCNA) – Cisco
Languages and Technical Proficiencies
English
Expert Excel
Expert Access
Expert Microsoft project
German
Expert PowerPoint
Expert Adobe
Expert Business Analytics
Korean
Expert Word
Expert Outlook
Expert Visio
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