Project Manager Customer Service

George Hadjiloucas

* ****** ****

Edison NJ, ****0

Tel: 908-***-**** email: ***********@*******.***

SUMMARY

Experienced Project Manager offering 15+ years of success leading all phases of diverse technology projects.

Deliver successfully multimillion-dollar projects, on time, within budget that exceeded client expectations.

Deploy Products and services on Enterprise Release Schedule (Quarterly / Monthly/ On demand) using Waterfall and Agile Methodologies

Use Safe – “Scaled Agile Framework on Enterprise level” methodologies by delivering Program Increments “PI” every 10 weeks to provide quick turnaround for the on-going business demand.

As a Scrum Master I hosted Backlog Refinement meetings, Daily Stand up Scrum meeting, Sprint Planning Meetings, Sprint Review meetings and Sprint Retrospective Meetings.

Collaborate continuously with internal departments for resource Management and planning on existing and future projects.

Host weekly meetings to review pipeline activities and provide PM support across global company departments.

Host weekly Project Health meeting with PMO team to review all projects across company and provide support to Project Managers as needed

Share weekly Executive dashboard to our internal leadership in order to provide updates for all company projects. This includes Project Status, (Green Yellow, Red), Budget updates (% completions, past due payments, upcoming payment, etc.) as well as Profitability margins across each project.

Host special Steering Committee meeting internal and with clients to provide Project Updates and ask for support for the Executive teams when needed.

Work closely with Product owner to Plan, Manage and Execute Product Releases and coordinate client releases accordingly

Enforce Standards (Company’s and PMBOK guidelines and methodologies) to ensure effective use of project management standard practices.

Drafted end-to-end project plans to track milestones / quality toll gates & delivery timelines to further track and escalate project risks, issues, dependencies, control gaps, and minutes the action items.

Articulated risk, issues, budgeting challenges and upcoming project planning summary via weekly, bi-weekly and/or monthly reports to stakeholders, and executives at all levels.

Worked closely with business and release managers to address blockers and gaps, facilitating any inputs required to drive changes and decision making at all levels to prevent slippages to key projects or the program agenda

Facilitated Working Group meetings with key stakeholders and be a lead spoke person in status meetings with senior management.

Coordinated and partner with IT and functional stakeholders (Legal, Compliance, Technology, Operations, Finance, Risk, etc.) and hold responsible parties accountable.

Managed program / project benefits - ensure consistent delivery of benefits throughout project lifecycle through vigilantly monitoring & controlling change management.

Established governance and program management structure so that all projects will adhere to PMO guidelines.

Skills

Custom Software Development Requirements Analysis Systems Engineering

System Migrations/Integrations Enterprise wide Implementations Database Design

Infrastructure Costing & Budgeting Project Scheduling

Time Management Quality Management Deployment/Rollout Planning

Risk Management Problem solving Decision Making

Cross-Functional Supervision Team Building & Mentoring Client Relations & Presentations Business & IT Planning Vendor Management PMP Qualified to be certified

Agile Bootcamp certified Safe Office 365/Office 2016 and Windows Upgrades/Migrations/Deployment

PROFESSIONAL EXPERIENCE

01/2017 – 9/2018 Senior Project Manager

TIAA

Leading multi-million dollar project with High visibility at TIAA –“ Teachers Insurance and Annuity Association” focus to deliver a nationwide solutions to external operations and customer service centers. This solution is providing high tech portal functionality to increase customer satisfaction, improve productivity, with high long term cost reductions/savings.

Using Safe – “Scaled Agile Framework on Enterprise level” methodologies, we can continuously delivery features with the Agile Release Train every 10 weeks (PI-Program Increments).

Duties include but not limited to:

oStrategic planning and execution

oTechnical project delivery

oProject management

oC-level communications

oContract structuring and negotiation

oVendor relationship management

oProject cost analysis, Budget reviews and revenue growth

oProcess improvement

04/2014 – 9/2016 VP of Global PMO

AvePoint

Manage the Global Project Management Office in Singapore for the last 2.5 years and deliver AvePoint biggest project ever. A total team of 8 Project Managers running a 20 plus million dollar projects globally. These Projects focused in the development and delivery of essential functionality for a foreign government’s social and educational systems.

Build a new LMS (Learning Management system) for a big education institution in Singapore to centralizes all education-related data and functionality, making it easier for lecturers, students, and administrators to access the information and features they need to succeed in their roles. The solution is built on top of Office 365 and brings together all the technologies that the institute uses for teaching and learning, including Office 365 Video used for video storage and streaming, SharePoint Online for document storage and collaboration, Yammer and Skype for Business for communication, OneDrive for Business for personal storage, and Azure Active Directory for user authentication.

As a Scrum Master I managed high performing scrum teams continuously delivering predictable Business value into our client’s environments.

oRun Daily Stand up meeting to ensure that our scrum teams were on target with their worked and they have no impediments that will block them from doing their assigned work.

oOrganize and run Sprint/Iteration planning at the beginning of each iteration to secure proper periodization from the Product owners and provide accurate story point assignment to all our User stories.

oHost Sprint/Iteration review sessions at the end of each Sprint/Iteration to review and present the work that was completed to the Product Owner, and Business Owners and receive input and acceptance from them.

oFacilitate Sprint/Iteration retrospective sessions at the end of each Sprint/Iteration to reflect as to what worked well, what needs improvements and what are the correctional actions that we need to take.

oOrganize and run Backlog Grooming sessions towards the end of each Sprint /Iteration to secure that we are ready for the next spring/iteration. We wanted to make that our backlog is properly prioritized and that the User Stories are well defined and ready to go so we have no delays when we start our next Sprint/Iteration.

Duties include but not limited to:

oManage AvePoint client service PMO

oCollaborate with all global AvePoint offices across all regions utilizing agile methodology

oConducted workshops with government agencies in gathering requirements for projects

oConducted usability testing by randomly selecting resources from the various agencies during prototype cycle, in order to ensure business requirements meet client expectations.

oProvided AvePoint Executive Leadership team monthly progress reports

oProvided Client Leadership reports monthly Executive Committee reports

oWork with entire PMO team and Delivery team improving processes and establishing procedures to improve Quality, Resource Management and Project scheduling

05/2012 -04/2014 Program / Project Manager

AT&T

Leading a $30M High visibility AT&T Project focus to deliver a nationwide solutions to external operations and customer service centers. This solution is providing high tech portal functionality via iPads to increase customer satisfaction and productivity.

Duties include but not limited to:

• Strategic planning and execution

• Technical project delivery

• Project management

• C-level communications

• Contract structuring and negotiation

• Vendor relationship management

•Project cost analysis, Budget reviews and revenue growth

• Process improvement

12/2008 – 04/2012 WaveCrest – NJ

Client Business Executive

During the 3 years with WaveCrest, established the company’s presence in the United States. Increased personnel from 45 to 230+ consultants at various multi-million dollar companies.

Lead the transition of production support for a major telecommunications company to WaveCrest’s Abilene TX office. This transition has created hundreds of jobs in the USA.

Assisted with the establishment of a call center for a major IT company at Round Rock TX. The team provided support in Sales and Marketing departments for this account.

Worked with a major consulting firm in establishing highly specialized managed services teams at their client’s sites. These teams included 24x7 infrastructure and application L1 through L3 production support, migration services teams and application development teams.

Provided a supplement team in an effort to create a cloud computing architecture team at a major telecommunications company.

Spearheaded an independent study group on behalf a major telecommunication company in an effort of evaluating a prospective voice/data/video live-streaming product.

Additional areas of expertise applied:

• Strategic planning and execution

• Technical project delivery

• Project management

• Product development and testing

• C-level communications

• Contract structuring and negotiation

• Vendor relationship management

• Marketing communications

• Business case development

• P&L, cost containment, and revenue growth

• Process improvement

02/2007 – 12/2008 AT&T - NJ

Program / Project Manager

End to End Project Manager working with application managers and key stakeholder completing projects on time, within budget and delivering measurable business and stakeholder benefits. Managing high profile, highly complex, multimillion dollar projects for PMO department.

11/2004 – 02/2007 IBM Global Services, NJ

Project Leader

Lead the efforts of a 3-member team in support of MGALink Claims system. Oversaw the analysis, design, implementation, and production support of the above mentioned insurance claims system. Additionally implemented reports that upper management used to track changes and production issues.

03/1995 – 10/2004 P&C Insurance Systems Inc., New York, NY

IT Manager - Project Director

Successful record of leading a team of 11 Information Technology professionals in the development of high-quality systems. Work hand in hand with clients and IT professionals to design, develop and deliver software solutions that would best fit the clients needs.

Manage application development projects throughout full life cycle. Responsibilities included designing application prototypes, writing budget proposals, developing Microsofts Project plans and delivering high-quality insurance systems to clients.

09/1993 - 03/1995 Lamda Data Systems, New York, NY

Programmer

10/1988 - 09/1993 CYPRIAN Co, Edison, NJ

Manager

EDUCATION

12/1989 Jersey City University, Jersey City, NJ

B.S. Degree in Computer Science and Mathematics

09/1993 CHUBB Institute Jersey City, NJ

Diploma in Computer Programming

Introduction to SQL and PL/SQL, Iselin, NJ

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