Project Manager Customer Service

Vicki Denessen, PMP

*** *** ** ******, ** ***** Home phone: 920-***-**** email: ******@*****.***

Successful, results generating project management professional (PMP certified), delivering on time and

in budget results for over 19 years. Areas of expertise include software projects, supervision of off shore

technical personnel, extensive telecommunication industry knowledge, project management of large

PBX installations, practical experience in network engineering and design database maintenance, and

budgetary analysis. Extensive experience in the evaluation, purchase, and installation of solutions to

meet the telecom needs of large medical organizations. Excellent organizational, interpersonal and

customer service skills.

PROFESSIONAL EXPERIENCE

Project Manager

Genesys Daly City, CA 2013 – present

Lead installation projects that include Genesys IVR, and Outbound Call Campaigns, Virtual Hold

Technology’s Concierge, ASAP, & Callback.

• Used SLDC methodology to create applications for IVR, outbound call centers, virtual hold

applications and reporting.

• Manage successful creation, testing and installation of adapters between Genesys, softphones

and other reporting systems.

• Assist team of PMs with MS Project Plans and scheduling.

• Assist team of PMs to work with customer to successfully complete installation or upgrade of

telecommunications equipment.

• Project manage installation of complex telecommunication applications at multiple locations

simultaneously

• Created the project timeline and project milestones

• Managed risks and mitigation strategy to closure

• Managed scope changes, budget changes, and schedule changes

• Provided overall customer support

• Updated customer and internal groups on progress

Project Manager

Avaya Coppell, TX 2006 – 2013

Lead installation projects that include Avaya VoIP, S8720, Gateway 350 and 700, Intuity Audix, Nortel

Option 81, Symposium, Nice Recording, Telestrat Call Parrot and Red Sky 911.

• Team lead for large global customer

• Create processes for North America to extend globally.

• Assist team of PMs with MS Project Plans and scheduling.

• Assist team of PMs to work with customer to successfully complete transition of telecom

equipment

• Project manage installation of complex telecommunication systems at multiple locations

simultaneously

• Worked with customer to identify requirements

• Worked with local COs to build and turn up trunks

• Created the project timeline and project milestones

• Managed risks and mitigation strategy to closure

• Managed scope changes, budget changes, and schedule changes

• Provided overall customer support

• Updated customer and internal groups on progress

Project Manager

Aastra Intecom (Formerly EADS Telecom – NA) Frisco, TX 2000-2005

Project managed installation of complex telecommunication systems at multiple locations

simultaneously. Installed first IP System with main servers located on separate campuses for

redundancy.

• Worked with customer to identify requirements.

• Created the project timeline and project milestones.

• Managed risks and mitigation strategy to closure.

• Managed scope changes, budget changes, and schedule changes.

• Provided overall customer support.

• Updated customer and internal groups on progress.

Telecommunications Manager

Community Healthcare Wausau, WI 1996-2000

Supported telecommunication needs for 300 bed hospital and 14 surrounding clinics. Supported Mitel

PBX, Nursecall System, Pocket Pagers, doctor registry system and IVR.

• Managed technicians and operators.

• Negotiated ongoing contracts for long distance, answering service, cell phones and frame relay

circuits for clinics.

• Evaluated VoIP solutions for hospital and clinics.

Vicki Denessen 2/2

Telecommunications Analyst

Case Corporation Racine, WI 1994-1996

Supported all communications needs for locations throughout North America, including support for

AT&T Definity G3r, G3si, Intuity, Northern Telecom PBX’s and key systems, Octel Voicemail, networking,

Cellular Service, and IVR.

Senior System Designer

INTECOM Frisco, TX 1989-1994

Accountable for initial client contact after the sale

• Created system design to maximize voice and data applications.

• Possessed extensive knowledge of routing, analog and digital trunking, system features, and

OAI applications including IVR, Voice Mail, and complex Facility Management and Call

Accounting packages.

EDUCATION and CERTIFICATIONS

• Currently pursuing ongoing education within VOIP technology.

• PMP Certified since 2003

• Northern Michigan University, BS Degree in Elementary and Special Education

• Suomi College, Associate Degree in Liberal Art

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