Project Customer Service

B ETTINA K. STONE, PMP

**** *** **** **** 919-***-**** (h)

Raleigh, NC 27617 **********@*****.*** 919-***-**** (c)

www.linkedin.com/in/bettinastone

PMP CERTIFIED PROJECT DIRECTOR / BUSINESS OPERATIONS

Proactive and solutions-focused leader equipped with more than 20 years of dynamic success across project, program,

and operations management, with additional strengths in financial matters and business analysis. Offer record of

achievement contributing to superior corporate performance via developing and implementing tools and processes to

improve efficiencies and cost effectiveness as well as orchestrating complex technical initiatives, from initial planning

through execution and support, to deliver key solutions to customers. Confidently build, direct, and coach top-performing

cross-functional teams and foster mutually-beneficial relationships with diverse customers. Effectively negotiate

multimillion-dollar contracts, optimize resources, and align strategic goals and initiatives through translating customer

business plans into network deployment strategies, S/W implementations and integration plans.

CORE COMPETENCIES

Project / Program Management Budget Planning / Forecasting New Business Development

New Product Introduction Pre-sales Consulting / SOW Leadership

Start-Ups CRM S/W Implementation

Customer Communications Negotiations Strategic Planning

Process Improvement Data Mining / Analysis Cloud Solutions

Reporting P&L Pricing Proposals Cost Reduction

Program/Project Office (PMO) Lean Six Sigma Training S/W Development Management

EDUCATION

Bachelor of Science • Electrical Engineering • University of New Brunswick, Canada

CAREER HISTORY

Iron Data Solutions Director, Project Delivery (2010-current)

Manage project oversight of multimillion-dollar implementations of our licensing and regulatory COTS solutions for

government agencies to provide licensing regulatory software. Lead large cross-functional teams; establishing new

processes to ensure adherence to all PM and BA methodologies. Support Sales team with business development,

proposals and contracting to new opportunities. Provide 1st level of escalation to our customers.

• Provide oversight of all project activities to produce deliverables including project scope, resources, changes,

communication, and risks. Manage program financials including P&L and budget. Serve as a primary point of contact

with partners, clients and vendors

• Provide leadership to staff defining project roles and responsibilities, and improve communication among functional

areas and global teams.

• Led the Salesforce.com implementation of a customized project module within our organization, including

documenting process, establishing metrics and reports. As the SME provided ongoing training and support.

• Partnered with HR and Talent Management to define position profiles, job postings and interviewing methodologies

and best practices

• Responsible for building the delivery team; recruiting, developing and mentoring project staff.

• Key contributor to develop and implement a Project Management Office. Developed best practices, techniques, and

tools for project planning, execution, project management, ongoing milestone/deliverable tracking, communication,

and key performance metrics.

B ETTINA K. STONE, PMP

Avaya, Inc. Senior Project Manager (2009 –2010)

Led and managed the everyday operational project management tasks for multiple global enterprise projects, new

initiatives and special projects. Provided financial leadership, guidance and support to management – including budgets,

training, goal setting and time reporting.

• Program managed the introduction launch of the FY10 Microsoft® Office Communications Server 2007 R2 Enterprise

Lighthouse deploying 3000 users and 12 servers.

• Successfully managed the transition of 426 Nortel Service’s projects totaling $17.5 Million in revenue to Avaya as a

result of the sale of Nortel Enterprise Solutions to Avaya Inc.

NORTEL NETWORKS, Raleigh, NC 1991 – 2009

Unified Communication (UC) Program Manager (2007 – 2009)

Accountable for deploying over $4 Million Global Enterprise Voice and Lighthouse Pilot programs, which were the linchpin

in strengthening Nortel and Microsoft partnership. Contributed for having Nortel being recognized as the1 st Global Voice

and Lighthouse Pilot partner for Microsoft’s FY09.

• Partnered with the consultants on over 40 projects to deliver superior customer service and provide customized

Unified Communications Solution Architecture & Deployment requirements to the customer. Pre-sales engagement

was essential to enable early Project Management involvement for reduced project risk and increased project

profitability during Statement of Work (SOW) execution by as much as 30% rewriting SOW templates to ensure roles,

responsibilities and exit criteria are clearly defined.

• Coordinated all phases of projects and monitored progress for a new start-up group, delivering system integration for

Microsoft Unified Communication ensuring fulfillment of customer and Nortel business requirements from supply chain

to financial tracking managing project resources up to 15-20 indirect engineering and integration reports. Established

and enforced processes and procedures to promote new service development.

• Implemented the proper tools working together with Finance, Order Management and the costing team to implement

the tools and processes to measure and report the status of the health of the project budget enabling pricing and

margin analysis reporting, leading to comprehensive tracking and reporting of all phases to facilitate ongoing

monitoring of P&L, which had been previously lacking.

Information Systems (IS) Program Management & Business Operations Manager (2006-2007)

Delivered support to leader of IT VP Services by partnering with team leaders and CIO cabinet to influence business

decisions ensuring alignment to governance and financial goals and successfully led high visibility IT internal programs,

using proactive management and creative problem solving, along with adaptability to change.

• Provided integration and consistency among business management practices across IS organization, including

service delivery projects: Helpdesk, PC refresh, and PC back-up initiatives.

• Collaborated and implemented processes with HR, Finance, cabinet leaders, and the executive team to provide a

coordinate approach to business, including workforce planning, Service Level Management, Total Cost of Ownership,

and career planning for 1,377 employees.

Manager of S/W Development Services and Project Management (2001 – 2006)

Led a cross-functional team of 40 plus people to engineer, develop and deliver the evolution from circuit to packet based

networks for a multimillion-dollar line of business implementing Voice over Internet Protocol (VoIP).

• Delivered customized software tools to automate portions of the engineering process that achieve the business and

customer requirements yielded overall savings of $500,000 through script automation. Solutions implementations

were achieved using Unix with Perl, Windows with C# and VB.net and VBA embedded in Office applications such as

Excel and Access.

• Spearheaded service development activities revamping LFM (Line & Feature Migration) standards in coordination with

Sales and Marketing to promote competitive edge. Rewrote service offerings and created 8 new service offerings

generating project profitability by meeting all cost targets. Tool development was achieved through using datasets

have been processed through object models, database interfaces to Access and SQL Server and xml datasets.

Career Note: Also previously functioned in Software Marketing, Operations Management for a major Telco, Engineering

Manager, Product Manager for a Joint Venture, NPI for Nortel Networks Canada (1991-2000).

PROFESSIONAL CREDENTIALS

• PMI Project Management Professional (PMP) Certification

• Microsoft Office Communications Server 2007-2008 Certification

• Excellent PC skills: MS Excel, Access, Word, Power Point, Business Object, SAP, MS Project

• Fluent in English, German, conversant in French and understand Spanish

• Nortel’s Leadership Edge Program (12-month accelerated leadership development program)

Contact this candidate