Program Manager

Project Management Professional specializing in increasing organization value, customer retention, communication, contract compliance, employee mentoring, information technology, operations, sales and eager to offer 17 years of experience towards employer’s success.

Customer facing Program / Project Manager with excellent communication, root cause analysis, problem solving and conflict resolution skills. Best practice implementation and risk identification and mitigation.

Leadership roles in contract negotiations and compliance, vendor management and software and hardware implementation. Infrastructure / estimating in structured cabling and data center build-out.

Proven results in building successful relationships with stakeholders at all organizational levels.

Recruited, trained and managed teams that provided customer service levels that exceeded all SLA’s.

On-site Program Manager for Houston’s three (3) airports. Maintained all communications infrastructure and help desk functions.

Project Manager for a technology refresh project. Account grew from an initial 34 sites to 180 sites

Initiate and plan with hospital’s staff (8 hospitals), doctor’s offices (100 +) and technology centers to execute, monitor and control and close each technology infrastructure project to the utmost in customer care and satisfaction.

Lowe’s, Tomball, TX 2017-2018 (Part-Time)

Customer Service – Project Support

Advise customers on selection of tools, hardware, building material and electrical supplies on planning and execution of home building and repair projects.

NetVersant Solutions, Houston, TX 2012 – 2016

Program / Project Manager

Contract compliance with SLA commitments. Change Management review and implementation of approved changes. Software updates and patch management with Avaya, Nortel and Cisco platforms.

Installation of all CIP (Capital Improvement Projects) with Fiber (single and multimode) Cat 6 and all associated hardware for CCTV, access control and VOIP phones.

Perform walk throughs for estimating projects (initiating), plan engagement with team (planning), upgrade / install all work according to plan (executing), monitor work progress and implement change control and risk response (monitor and control), and complete requirements delivery, as-built drawings, lessons learned and gauge customer satisfaction (close).

P&L, budget, employee performance reviews and overall responsibility for a team of engineers, technicians and support staff.

Aligned personnel skill set to match projects and set inventory levels to accommodate a JIT (just in time) methodology.

Arrow SI, 1995-2012

Project and Operations Management/ Financial Analyst/ Sales Analyst/Accountant

New York: 2007 - 2012

5- year technology project for Northwell Health in New York. Upgrade / install all PBX, voice mail, IVR and network infrastructure applications. Extensive collaboration with all Northwell Health’s technology groups to plan and execute this project.

Initiate and plan with hospitals, doctor offices and technology centers to execute, monitor and control and close each project to the utmost in customer care and satisfaction.

Team player who was instrumental in growing the account from an initial 34 sites at inception of the contract to 180+ sites at the culmination of the project. Customer resigned a multi-year contract that is still in contract. The topology that was planned and installed is the basis of the communication infrastructure.

Chicago: 2006 – 2007

1-year technology project to provide leadership to the vendor management group and help implement best practices in the call center. Designed call treatments that assisted the call center personnel with technical help to assist in customer calls / dispatch. Call center services levels were: 58% in September 80% in October 89.2% in November and 89.5% in December.

Formed a management escalation team that provided direct assistance to major customers that were experiencing service related issues. This team managed all severity 1 and 2 events with 24/7 responsibility. Root cause analysis to resolution with timely updates to the customer on status.

Houston: 1995 – 2006

Managed a service territory with a customer retention rate of 92%. Territory productive time was 92% for a three (3) year period.

Built and maintained a 130MM revenue and 25 MM EBITDA budget. Managed the monthly close, reviewed balance sheet inventory accounts, measured regional orders, margin and expenses to budget.

Administered the sales compensation database. Managed a 50MM fixed salary database.

Provided adhoc reporting to Sales and Finance Management

Bachelor of Science – Accounting: Louisiana State University

MS Office, MS Project, Smartsheet, SharePoint, Visio

PMP Certification from PMI – License # 2277838

CommScope D&E (Design and Engineering) – Structured Cabling

PROFILE OF QUALIFICATIONS

John Murray II, PMP

Magnolia, TX 77355 631-***-**** *************@*****.***

CAREER HIGHLIGHTS

KEY AREAS OF EXPERTISE

Virtual / Co-Location Management Change Management Review

Conflict Management / Resolution Inventory Management

Stakeholder Satisfaction Strategic Analysis / Planning

Hardware / Software Implementation Contract / Vendor Compliance

Program / Project Management

Team Building /Training

Finance / Accounting / Budgeting

Infrastructure Estimating / Build-out

PROFESSIONAL SYNOPSIS

EDUCATION AND TECHNICAL SUMMARY

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