Project Manager Customer Service

Joseph D. Connolly

** **** ***** ( Atkinson, NH 03811 603-***-**** (

***************@*****.*** ( http://www.linkedin.com/in/josephdconnolly

Project Manager/Business Analyst

Over 15 years of success in delivering best in class customer service,

project deliverables, and cycle times.

> Customer-centric manager accomplished in enhancing customer experience

and driving rapid response to high priority tickets, customer requests,

and installation issues.

> Career includes relevant positions at industry leaders including AT&T

Bell Labs, AT&T Network Systems, and AT&T Business Communications

Services.

> Empowering leader and trainer experienced in managing large

geographically dispersed teams.

> Lifelong learner currently pursuing PMP certification through Project

Management Institute.

Core Competencies

Project Management Customer Support Center Vendor Management

Processes

Operations Management Technical Support Technical Team Management

CRM Systems / Process Improvement & Staff Training &

Salesforce.com Automation Development

Customer Service Release Management System Analysis

Professional Experience

Measured Progress - Dover, NH August 2013 - December 2013

Kindergarten to Grade 12 assessment testing and professional development

company.

TECHNOLOGY PROJECT MANAGER

o Managed proof of concept for a virtual desktop to allow access to

internal systems by remote user base.

o Scrum Master for three Agile teams of business analysts, developers

and quality assurance in various development projects. Managed daily

standups, sprint planning and sprint retrospective.

o Worked with team members to develop formal ITIL V3 process.

WM Greenops LLC - Hampton, NH June 2008 - April 2013

Start-up sustainability rewards website business owned by Waste Management.

PROJECT MANAGER / BUSINESS ANALYST

Transitioned from initial hire as Project Manager for Waste Management

website to manage all facets of Greenopolis website. Defined business

requirements with business and customers to develop solutions. Serve as

webmaster, project manage Agile/Scrum process for new features and

functionality, define key process indicators, integrate kiosks to website,

and manage rewards program, accounts payable, and customer service. Managed

six customer service representatives and eight software engineers.

o Enhanced customer experience by implementing Salesforce.com and

documenting processes for timely trouble report response and tracking.

o Migrated Sugar CRM to Salesforce Platform to enable additional

Salesforce functionality.

o Reduced project development cost by more than 50% and development

budget by 30% through recommendation to outsource development team.

o Led teams from sales, marketing, partners to create user stories and

epics to keep sprints on time and at or under budget.

o Managed creation and market launch of iPhone/Android app, Recycle Pix,

under $50K and within 4 weeks.

o Created software as a service solution for Pepsi Scan at School

program at 30% under budget.

o Partnered with coworkers to deploy recycling kiosks for Whole Foods

Markets and Pepsi.

Portal Access Direct - Greenland, NH January 2006 - June 2008

Shopping and advertising kiosk management company.

OPERATIONS MANAGER

Deployed and managed kiosks nationwide. Coordinated shipping, installation,

and customer care. Managed $500K shipping and installation budget. Trained

and led team of six customer care associates.

o Reduced kiosk costs by 30% through collaborations with alternate

vendors to develop new kiosk design.

o Cut installation cost in half by creating database of installation

technicians.

o Enabled remote kiosk access for software upgrades and troubleshooting,

eliminating need to purchase $50K+ commercial software, by

implementing open source software.

o Collaborated with development team to create kiosk advertising program

that allowed customers to load ads and generated automatic bills.

AT&T Bell Labs - Atkinson and Bedford, NH 1996 - 2005

Research and development subsidiary of AT&T

PROJECT MANAGER ( December 1998 - July 2005

Worked with Rapid Application Development Team to create web-based

ordering, billing, and customer care applications for customer self-

service. Managed $3M-$5M production support and new service development

budget. Led project teams of 20-30 geographically dispersed professionals,

plus vendor staff of ~20 developers. Interfaced with product management,

billing, customer service and sales teams to capture requirements for new

service offerings.

o Won AT&T Leading Legends Award for managing creation of customer

ordering and billing web portal from concept to production in just 90

days.

o Enabled web portal to grow from handling 200 users to 20K transactions

per month by managing migration of legacy system to this new web-based

application.

o Reduced development budget by $3M by outsourcing portal development to

vendor group that is now an AT&T Preferred Supplier.

o Ensured on-time, zero-defect deployment and optimal system performance

with 99.999% availability maintained throughout tenure by creating and

instituting service delivery process and defining vendor service level

agreements..

SYSTEM ANALYST, BUSINESS CUSTOMER CARE ( January 1996 - December 1998

Managed all facets of Data Services ATM / Frame Relay system including new

releases, helpdesk, new feature creation, user acceptance testing, and

quality assurance testing. Trained and managed five outsourced developers.

o Reduced provisioning cycle by 15 days through creation of sales

ordering website, as well as training of 1,000 salespeople on this new

tool within one month.

o Decreased service outages by 30%, while delivering 30% cost savings by

redesigning customer care process from labor intensive function

requiring technician's expertise to rapid response automated network

validation test capable of being executed by call center

representatives.

o Centralized customer care management by collaborating with team to

consolidate 100+ customer care sites to just 2 locations. Implemented

remote management system, redesigned processes, and reduced labor

requirements.

Additional AT&T Experience:

Technical Support Engineer - AT&T Network Systems

Supervisor - AT&T Business Communications Services

Communications Technician - AT&T Business Communications Services

Education

Northern Essex Community College - Haverhill, MA

Business Administration Studies

Control Data Institute - Burlington, MA

Computer Technology Certification

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