Project Manager
Resume:
BRUCE KROCZA
La Mesa, CA **942
SOFTWARE
Salesforce, Remedy Ticketing system, Confluence collaboration environment, Visio, Microsoft Office, ACT, Internal customer portal for self-service learning (POC), Microsoft Project Proficient, SharePoint, Jira for Agile.
TECHNICAL TRAINING
Exabyte Corporation, Teac Corporation, Qualstar Corporation, Microsoft Corporation, Hewlett Packard, Compaq, Peregrine Systems Portfolio of products. PMP boot camp, Waterfall Methodology course, AGILE Boot Camp, SCRUM Master course, ITIL course, Agency specific Networks Training, Portfolio management, Mobile platform.
PROFESSIONAL EXPERIENCE
Deccan Intl. 2014 – 2015
Project Manager
Managed a number of complex development projects
Worked with business users defining project vision, scope, formulating and executing project plans, and managing the cross-functional project team throughout all phases of the software development life cycle
Maintained relationships with and managing across key stakeholders
Used Waterfall Methodology for all projects
Verizon Federal 2012 – 2014
Senior Project Manager, Agile
Responsible for the overall planning, management and completion of IT medium to large projects in the Gov space using the Agile methodology, I was designated as the SCRUM Master for a large infrastructure project
Facilitated and provided guidance to Daily Stand Ups, Sprints, Demonstrations & Retrospectives Coach teams to resolve conflict, remove impediments, and meet output targets
Worked with internal customers, technology vendors and partners to define project scope of work and plans
Kept the team focused on their sprint goals while staying connected to their releases, product lines, and company goals
Monitored and documented project status
Anonymizer Inc. 2006- 2011
Senior Project Manager
*Due to the nature of these projects, some information will not be available
•Managed a multi-million dollar high-level IT solution at a government agency. Interfaced directly with the government customer; tasked with providing monthly status reports. Provided onsite briefings to the government customers to ensure timelines were being met per the contract. Solution was implemented several years ago and the customer has renewed every year
Project had the following requirements:
•Ensured installation of equipment at client chosen sites
•Ensured 3rd party, Customer chosen, equipment correctly
•Ability to freely map IP address for each user to anywhere in the world
•Ensured milestones were met from the Development Team, and Engineering and Quality Assurance (QA) Teams
Project "X" was a multi-million dollar project for the creation and delivery of customer specific items. Project was completed and delivered to the customer as scheduled and recently requirements to the original request for an additional upsell.
•Ensured all development was completed by web developers according to time table
•Another requirement was to manage customer expectations and gather requirements
•Ensured milestones were met from the Development Team, Tradecraft Team, Engineering and Quality Assurance (QA)
Project "X" was an IT solution for customer access to pools of IP addresses used for running very specific requirements.
This project had the following requirements:
15 Mac power books, all configured with customer specific software
15 External backup drives
Tasked with compiling weekly status report to the customer
Daily internal meeting with all departments involved
Project "X" was a multi-million dollar quick turn, 4 month project; entailed the creation of multiple websites and Operating System (OS) bootable device for undercover operations; requirements were:
Creation of 2 specific Customer Driven locations for outbound traffic routing
20 boot devices (Thumb Drives)
Built and administered 2 days of user training
Managed customer expectations and gather requirements
Ensured milestones were met from the Development Team, Tradecraft Team, Engineering and Quality Assurance (QA)
Senior Manager, Accounts and Training Services 2004- 2006
Dealt directly with 20 government customers spanning all the major government Intelligence agencies as the primary customer service representative for the company
Participated in major government exercises to demonstrate our solution and how it could add value to existing network architecture / Infrastructure
Coordinated and installed all network VPN devices at customer sites; responsible for 100+ installs
Created the 90 day post sales Sprint Process
Created the 3C group and process
Responsible for Customer Workshops
Responsible for maintaining all Customer Renewals
Responsible for identifying up sell opportunity and bringing sales person into process
Research and implement CRM solution
Work with Project Mgmt for all new sales.
Conduct Monthly status calls with Customer until Project complete
POC for Learning Portal for our customers
Senior Manager, Operations and Support Services 2004- 2006
Coordinate Non-Disclosure Agreements (NDA’s)
Execute and maintain enterprise customer service contracts.
Establish SLA’s for each enterprise customer; create metrics to measure against contracts.
Establish relationship with enterprise accounts; manage accounts through life of contract.
Review technical requirements for contracts; coordinate with Engineering Department for ETA.
Coordinate with QA department for development of testing matrix for enterprise network.
On-call for all enterprise customers on a 24x7 basis.
Manager, Customer support 2003- 2004
Increased customer satisfaction 95% by resolving large backlogs of emails.
Reduced customer telephone hold time 70% by installing updated phone firmware that allowed for better call routing.
Created “Self Help” section on web site, decreasing call volume 35%.
Designed and executed CSR bonus program, increasing revenue 100%.
Developed and maintain CSR objectives and review schedules.
Researched and implemented three-tier customer problem resolution program.
Increased group productivity 50% using skills-based routing.
EDUCATION
• ITT Technical Institute, San Diego, CA
A.S. Electronics Engineering –
A+ Certified
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