Project Manager

J. Karim Hicks, PMP/ITIL

***********@*******.*** L inkedIn Profile

Experienced project management professional with an expertise in: custom software development in an Aglie environment, CRM/ERP configuration and deployment, systems migrations/integrations and company/call center operations utilizing the ITILv3 framework for Service Strategy, Design, Transition,Operations and Continual Service Improvement. Professional Experience

Conifer Health Solutions, A nnapolis MD Mar. 2016 Present IT Project Manager

Managed the scope, requirements,development, testing and deployment of the Conifer Health Web Portal for Value Based Care

● Successfully managed the spring software release on time and on budget

● Collaborated with senior management on the creation of the Conifer VBC Solutions Advisory Group

JKHicks Enterprises, LLC Independent Consultant, Bowie, MD Jan. 2015 Mar. 2016 Consulting Project Manager

Provide Subject Matter Expertise and best practices following the PMBOK and ITILv3 methodology to clients in a variety of disciplines, including but not limited to project execution, design, configuration, development and deployment of COTS.

● Project managed the successful deployment of several Audio/Video installations for TouchAV.com (Commercial and Government)

● Project managed the successful design, development and deployment of www.maryland soccer academy.com

Media Cybernetics a Division of Roper Industries, R ockville, MD Dec. 04 Dec. 14 Director of Operations Project Manager

Manage and support the day to day operations and systems of the Rockville corporate office (10 million in sales) and the fulfillment center in Warrendale, PA. providing pre and post sales technical support. Managed a team of 6 direct reports and 4 indirect reports responsible for supporting all Media Cybernetics Products. Managed the entire software quality assurance life cycle in an Agile software development environment.

● Project Managed the migration of legacy systems following the PMBOK methodology into cloud based Salesforce.com as a global tool for sales, support and marketing

● Maintain and develop appropriate internal and external systems for all aspects of the organization design, deployment, acceptance and production utilizing the ITILv3 framework

● Deployed global Cisco VoIP telephone solution ACD and IVR design

● Managed the deployment and integration of automated Denied Party Screening ensuring export compliance

● Manage and control departmental expenditures within agreed budgets J. Karim Hicks, PMP/ITIL

301-***-**** K **********@*******.*** L inkedIn Profile Pitney Bowes Software (formerly Group 1 Software), L anham MD Dec. 99 – Dec. 04 Technical Support Call Center Manager

Managed a team of 4 direct reports and 20 indirect reports. Responsible for supporting all Group 1 software products. Responsible for all budget P&L (2.3 million) and systems relating to the call center.

● Project managed the development and deployment of Siebel 7 eService

● Project managed the development and deployment of a Knowledge Base for internal employees and customers

● Implemented automated corporate reporting via the intranet to track agent productivity

● Implemented automated work flow rules for escalation

● Implemented a 24 x 7 support structure for our newly launched ASP solution

● Integrated the purchase of HotDATA (ASP service) and Sagent into our support infrastructure

Metrocall Wireless, A lexandria VA Oct. 97 – Dec. 99 Senior Call Center Manager

Managed a team of 4 direct reports and 15 indirect reports. Responsible for reporting productivity and quality scores for 95 call center CSR’s. Responsible for all call center operations, ACD and IVR design and operations (new technology, hardware, software and training).

● Integrated two acquired call centers into our central operations for improved efficiencies.

● Maintained a 94% quality average for 10 consecutive months.

● Increased use of the IVR by 40% and increased revenue collected by 33%.

● Created a weekly, monthly and quarterly reporting system that tracked the productivity and KPI for the National Customer Service Center

● Maintained and updated staff scheduling for the National Customer Service Center Vanstar, J acksonville Fl. Dec. 96 June 97

Project Manager

Headed the survey process in collecting hardware and software information from Blue Cross and Blue Shield employees in regards to migrating their computer operation system from Microsoft Windows 3.11 to Microsoft Windows NT 4.0.

● Created, documented and lead the data collection process for over 2000 Blue Cross Blue Shield employees.

● Backed up old PCs and ensured the new PCs were deployed and correctly configured.

J. Karim Hicks, PMP/ITIL

301-***-**** K **********@*******.*** L inkedIn Profile America Online Jan. 95 Nov. 96

Acquisitions and Payments Trainer, (Jacksonville FL) Responsible for all training, development, and assessment of 20 plus new hire employees on the policies, procedures, and content of America Online.

● Developed pre screening, training, and testing material to be used site wide for the opening of the call center.

● Reduced printing costs 400 % by re writing and producing documents in PowerPoint slides and electronically.

● Developed and trained retention techniques which reduced churn by 1% and raised retention rates from 1% to 23%.

● Established a Newsletter to keep representatives informed of the latest retention strategies published on a monthly basis.

● Selected to open, train, and coach newly hired employees for our second and third Acquisitions and Payments Call Center. (Oklahoma City, OK and Albuquerque, NM)

Acquisitions and Payments Customer Service Representative, ( Vienna VA.) Maintained customers accounts: Billing, sales, orders, and basic technical support.

● Selected to open, train, and coach newly hired employees for our remote Acquisitions and Payments Call Center.

● Handled escalated issues and callbacks for the president of the company. Education:

1990 1991 Greensboro College, Greensboro, NC

1991 1994 Old Dominion University, Norfolk VA.

Skills:

Project Management Professional PMP

ITILv3 Foundation Certification

Computers & Software: Microsoft Office, Microsoft Project, WordPress, Jira, Amazon Web Services, Visio, Salesforce.com, Pivotal, Siebel, Bugzilla, Windows 7 and 8, IBM Mainframes and Midrange systems, Made2Manage, DevSuite

ACD Experience: Lucent, Aspect, Cisco, Avaya and Mitel. Testing Tools: Test Director, Quick Test Professional and Winrunner

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