KEVIN CRUMSEY 470-***-****

*** ****** ***** ** ac94wi@r.postjobfree.com

MABLETON, GA 30126

HTTPS://WWW.LINKEDIN.COM/IN/KEVIN-CRUMSEY-EMBA-BB56668/

SUMMARY OF QUALIFICATIONS

A self-motivated and highly organized professional with over 21 years of IT project management, requirement gathering, and business analyst experience in high volume, fast paced tactical IT projects. Demonstrated experience of managing programs over $10 Million in budget.

I possess a wide-range of experience with uses of professional and IT concepts and company objectives to resolve complex issues in creative and effective ways. I am experienced in managing customer relationships and providing status reporting at the project level often to executives. I have strong background with working with larger scope projects, creating project budgets, monitoring and reporting on finances, and closeout. I have managed multiple projects and coordinate schedules across other organizational projects. I am experienced in identifying and managing program communication needs: identify/analyze stakeholders, establish communication touch points, prepare and maintain written weekly status.

I have a proven track record for meeting established time lines and exceeding expectations for driving project execution through management of project Risks, Issues and Action Items -identify root cause, mitigation strategies, ownership, due dates, and follow though utilizing project execution through collaborative development & maintenance of project plans.

I am an experienced product manager/owner. I have also partnered and worked within with the PMO organization to execute program and project management processes and/or develop new processes to improve efficiency where needed.

Experienced in E-commerce fundamentals- understanding of GTM, (Go To Market), promotions, and device launch activities. Expert knowledge in full SDLC (software development lifecycle), Point Of Sales (POS) systems, Cloud Based Services, and different platform projects. I am well versed in Agile- JIRA and possess great communication skills- written and verbal.

Core competencies include:

Master’s Degree, Executive Masters of Business Administration

Over 20 years of program/product management experience in delivering large-scale platforms, Mergers & Acquisitions and/or large-scale business change events

Expert knowledge in full SDLC (software development lifecycle)

Project experience using Lean Business Agility (LBA), JIRA. Experienced in Agile and Waterfall project process

Business Requirements Management

Leading Tech Team Requirements

Business Case Development

New Product Development

Sales Execution

Training Development

Change Management

Creation and enablement of High Value M2M price plans (Standard and non-standards) associated with numerous applications

Knowledge of CPI (Common Pricing Interface)

Demonstrated experience in leading large, complex enterprise programs and projects to successful execution

Coordinated action plans and update with multiple departments and organization levels

Demonstrated experience of managing programs over $10M

Strong networking and relationship management for effective stakeholder management

Business leadership skills including decision making, problem solving and resource management

Excellent verbal and written communication skills

Strong presentation, organizational, and interpersonal skills

Strong customer service skills; frequent interactions with senior level internal customers

Ability to understand, interpret, manage and communicate technical and business team’s needs, concerns, risk, issues and collisions across all departments

Experience in organizing, prioritizing, and coordinating complex team efforts

Experienced in applications such as MS Office (Word, PowerPoint, Excel, Project, and Visio)

PMP certification in progress

Certified Six Sigma Green Belt

PROFESSIONAL EXPERIENCE

Bar Services LLC. Atlanta, GA June 2018– Present

Director of Operations

In this role I directed and supported operations of the POS systems, entertainment staffing and offering. I provider business assessments, process improvements, and action plans to meet business goals and expectations.

General Responsibilities:

POS Systems

New Business Acquisitions

Entertainment Staffing and offering

Staff Support and Coaching

Process Improvements

Godiva Inc. Atlanta, GA February 2017– June 2018

Manager

In this role I supported the retail stores. I provider store assessments and process improvement action plans to meet corporate goals and expectations.

General Responsibilities:

Retail Support and Coaching

Process Improvement

AT&T, Atlanta, GA 1996–12/27/2016

Principal Program/Project Manager Digital Life 2013-2016

In this role I supported the Digital Life Services organization and Internet of Things (IOT). Lead PM for IT and Technical projects. This group launched and supported AT&T's connected digital home services including Home Security, Home Monitoring, Home Automation & Control, Home Healthcare, Personal Energy Management and other applications.

General Responsibilities:

Lead IT project manager

Responsible for managing complex multimillion-dollar projects within a broad scope initiative associated with building technical & operational capabilities to support delivery a category of products and services (Digital Life).

Worked with business partners to elicit, analyze, and document business requirements

Liaises with IT project teams to communicate business priorities, translate business requirements into technical requirements and identify appropriate solutions

Facilitated regular requirement gathering and design sessions with user community and communicates expectations to the development team

Negotiated innovative business solutions that satisfy customer needs, are consistent with architectural guidelines, and conform to security standards

Worked with multiple stakeholders to assess the impact of proposed solutions, facilitate deployments and minimize disruption to services

Worked with business partners to conduct user acceptance testing

Coordinated the project resources to ensure that projects are delivered on time and within budget

Identified opportunities for business-led delivery

Provided consultative support on business-led technology initiatives\

Provided leadership and direction for teams of internal and external people responsible of various project related activities.

Defined critical activities, decisions, dependencies, deliverables, and milestones associated with project execution.

Established coordinated schedules for completion of various activities and clearly defines accountability for execution.

Collaborated with project managers for related projects associated with the initiative to identify cross project dependencies and assure alignment of schedules.

Assured effective communication with the project team and between the project team and other project teams associated with the initiative.

Closely monitored activity progress and identifies issues that have potential to jeopardize timely and on budget delivery.

Senior Online Marketing Manager 2010-2013

This position is focused on the delivery of projects as they relate to the Focus Area.

Communicate and promote the online servicing/mobile/email roadmap and results with online, self-service, call center and marketing stakeholders and leadership teams.

Manage, maintain and communicate capabilities matrix for eServicing.

Lead regular meetings with key stakeholders to discuss myAT&T online status results

Receive, identify, and reassess change requests

Act as a central point of contact for all project change requests or modifications, including understanding and assisting IT and external teams with overall scope and project target and desired outcome

Create (or update) and deliver change requests using the approved template

Submit and manage Service and Support impacting change requests according to the defined business process

Work directly with assigned project manager on all aspects of change requests

Participate in the Enterprise Business Requirements (EBR) walkthrough to gain an understanding of the defined project scope for use in the creation and development of the Application Business Requirements (ABR)

Attend Customer Experience Team (CXT) concept approach meeting and wireframe requirements collaboration walkthrough to ensure proper alignment with requirements and end product

Ensure wireframes are completed to match the Application Business Requirements (ABR) and consolidate completed wireframes in to the Application Business Requirements (ABR)

Document and deliver Application Business Requirement (ABR) documentation using the approved template

Attend and participate in Application Business Requirement (ABR) walkthrough to provide project owners/sponsors assistance with the delivery of Application Business Requirements (ABR)

Participate in project post mortem as needed

Area Manager of Program/Project Management 2008–2010

Managing three project analysts and one Sr. Area manager

Managing AT&T’s Combined Bill product which includes a base of 2.3 million and contributing revenues of 253 million

Establish key metrics and measures for AT&T’s combined bill customer experience.

Completed Combined Bill discount audit which resulted in an annual savings of $720K.

Providing Mobility related M&Ps and support for Combined Bill execution.

Launched brand new combined bill curriculum across all Mobility regions in June 09.

Piloted Combined Bill refresher curriculum in November and launched in December 09

Key team member for the CARE to Telegence billing system Conversion

Consumer Operations Process Improvement Manager 2005-2008

Recommend and create center operating processes to improve efficiencies for Alternate Channels and Specialty Centers

Document “as is” call handling procedures and recommend ongoing process improvements

Maintain methods and procedures documentation

Train 6000 customer service representatives and management staff on Pure Performance processes

Interface with LEAP Metrics Manager to ensure compliance on standardized processes

Developed and trained process on gathering, compiling, reviewing, and analyzing requests received by Pure Performance Team

Enhanced end user experience by streamlining the authentication process

Implemented uniform call transfer process

Consumer Operations Project/Product Manager 2000-2005

Successfully managed 100K sales volume utilizing successful planning, merchandising, data analysis

Management of high-risk multi-million dollar projects for nine state regions.

Oversee and direct day-to-day activities of diverse retail operations

Capable of working effectively in a variety of arenas requiring creative, innovative thinking

Hired, terminated and trained sales personnel; handle employee relations

Accountable for all activities that affect the profitability, revenue and market share objectives of overall strategic products and services and the attainment of established goals

Training and development of web-based processes for eight thousand marketing and service reps

Consumer Operations Product Manager 1997-2000

Had responsibilities for 18 direct reports

Trained customer service representatives as needed

Resolved customer complaints as needed

Facilitated ongoing team meetings

Sales Associate 1996-1997

EDUCATION

EMBA AT&T Executive Program (May 2009)

Kennesaw State University

Kennesaw, GA

Six Sigma Green Belt Certification (December 2008)

Kennesaw State University

Kennesaw, GA

Bachelor of Science in Psychology (June 1995)

Georgia Southwestern University,

Americus, GA

PMI – In Progress

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