Professional Summary

Over ** years of a proven record of accomplishment in IT Infrastructure Implementation, Call/Contact and Data Centers, Application Delivery, Outsourcing (offshore/onshore), Project Management, Project Transition, Solution Development and Delivery, IT Operations.

Accomplished leader responsive in high stress situations involving deadlines, conflicts, change, and multiple priorities.

Demonstrated expertise developing and managing technical solutions to solve business challenges, expectations.

Ability to quickly grasp and succinctly explain technological, business concepts.

Employment History

Pearson Education Hoboken, NJ 2016 – Present

SCom (Contract Assignment) – Transitional Project Manager

Owned a portfolio of end to end transition projects aligned to a specific tower within technology (EACP – Enterprise Application Content Program.)

Accountable for successful transition of each project or work package from scoping and planning through to steady state service delivery.

Accountable for ensuring transition teams produce mandatory artifacts and gating criteria are met at each stage.

Ensuring requisite approvals and sign offs are captured and documented at each stage of the process

Managing dependencies across teams and with other projects.

Working with the demand management team to ensure timely resourcing of transition projects.

Owning end to end plans and enforcing change control processes for plans.

Managing risks and issues as they arise through formal RAID processes.

Ensuring timely and accurate status reporting is completed.

Maintain and track accurate view of costs and benefits associated with transitions.

Managing stakeholder communications.

NSCGlobal New York, NY 2014 – 2016

Sr. Program Manager

Manages the delivery of services ensuring that client requirements and satisfaction levels are met

Provides value add to customer by working closely with IT engineers at a conceptual and technical level to help create practical & cost effective solutions

Liaise with project stakeholders directly to define and deliver their needs

Actively involved and manages project management activities and end to end management of assigned projects

Scrutinizing all project execution activities such as budgeting, planning, costing, delivery, and post-delivery review

Provides effort estimation for delivery of services

Manages escalations and complete client reporting

Collaborates across various technical & business domains

Works with IT engineers at a conceptual and technical level to help create practical & cost effective solutions for Cisco and Avaya solutions.

Recommends solutions to customer to meet their requirement

Focuses on project opportunities and transformation initiatives

Ensures service level agreements are conformed to and standards are maintained

Reviews technical documents and sign off documents from clients

Execute project handover to steady state operations

PSEG – Public Service Utility Company of NJ Newark, NJ 2011 – 2014

CompuCom (Independent Contractor) – Sr. Technical Program/Project Manager

Manages large-scale IT telecommunication infrastructure and application project across multiple business units, involving significant scope and complexity.

Manages acquisition and deployment of resources, including $20M budget, working with financial managers to secure required project resources.

Performs leadership role to ensure proposal, execution, control, deployment, training, hand off, and warranty support meet approved scope, cost, schedule, and quality of project deliverables.

Ensures client satisfaction with project process and project team by effective and timely communication, including status reporting, continual risk/issue assessment/management, escalation, and resolution of issues.

Works with and influences senior level leaders and partner with other IT managers.

ADP – Automatic Data Processing Florham Park, NJ 2010 – 2011

Independent Contractor -Business Project Manager

Managed project tasks utilizing established project management methodology to ensure business goals and objectives are accomplished within designated timeframes.

Acquired and lead team of associates representing all functional and support areas to ensure project success.

Responsible for all aspects of project communication including consistent project level reporting, executive level reporting, project-specific communication plans, meeting agendas and recaps.

Created and maintained project issue log and risk management plan for all projects. Lead team to formulate action plans to resolve all issues and address all risks that may affect project progress.

IBM GLOBAL SERVICES – Integrated Managed Business Process Delivery – BPO 2005 – 2010

Global Delivery Solution Leader

Provided IT leadership and management to the deal team for technical infrastructure solution development, costing of new engagement opportunities, and project management to cross-functional transitional teams.

Provided IT leadership for RFP and SOW proposals development including objectives, scope, benefits, costs, responsibilities, assumptions, deliverables, schedules, completion criteria, and resource requirements for successful delivery of IT Solution.

Ensured consistency and quality of CRM/Contact Center application and infrastructure costs and budget across all life-cycle stages. Identifies assumptions and risk items for deals related to infrastructure.

Cross-functional integration (single solution across multiple towers). Technical leadership to solution design QA coordination and transitional delivery of integrated work products.

IBM GLOBAL SERVICES – Outsourced (Horizon BCBSNJ) Newark, NJ 2001 – 2005

Voice Network Manager – Sr. Project Manager

Managed the implementation of Horizon’s BCBSNJ Avaya call/contact center telecommunications application and infrastructure at ten (10) sites throughout the state of New Jersey. Responsibilities included project management of the deployment of PBXs, voicemail systems, voice/data applications (CTI –Avaya/Siebel), VOIP, IVRs, network cabling infrastructure, LAN/WAN networking solution, Call Recording devices, Workforce Management Tools (WFM), etc.

Managed vendor relationship of network cabling infrastructure support for the client (Horizon). Responsibilities include the management of approximately $10 million annual revenue support budget, vendor staff personnel, vendor contract negotiations, SOWs, vendor pricing and invoicing procedures.

Managed technical team that supports the contact center network infrastructure across approximately ten (10) locations throughout the state of NJ.

Recommended new technology consistent with client’s long and short-term objectives in achieving significant improvement in contact center performance.

Interacted with service and technical leaders developing contact center processes to enhance standardization within the organization for better efficiency.

IBM GLOBAL SERVICES – Outsourced (Horizon BCBSNJ) Newark, NJ 1997 – 2001

Senior IT Specialist – Project Manager

CRC DATA SYSTEMS New York, NY 1993-1997

Data Center Manager

Education

MBA in Business Administration, Edinburgh Business School - Edinburgh, Scotland Attending

BS in Computer Information Systems, Mercy College – Dobbs Ferry, NY 1995

Professional Technical Certifications

ITIL Foundation Certification – Service Management 2013

PMP Certification – Project Management Professional 2004

References available upon request.

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