Project Management Service Delivery Quality Assurance Release Mgr

AREAS OF EXPERTISE

Project Management –Service Delivery – Service Assurance – Release Management – Change Management –

Quality Assurance –Requirements –Migrations – Data Analysis – Interface Technologies –

Problem Solver –Recovery Manager – SDLC, Software Delivery Lifecycle – Microsoft Office –

ITUP – Reqpro – PRISM – Agile – SharePoint

PROFESSIONAL EXPERIENCE

AT&T – Middletown, New Jersey 1993 to 2014

Telecommunications company providing services to business and residential customers.

Manage various projects over the years, throughout the company’s vision of rightsizing systems.

Positions ranged from: System Engineer, IT Architect, Project Management, Project Coordinator, Business Analysis, Release Management, Change Management, Implementation Management and Helpdesk Management for large complex systems.

Customers: Midsize and Large Complex systems for Business and Residential customers.

Detailed knowledge of Telecom OSS/BSS systems: WEFOS, MPS, EDI, TRICS/TIRKS, RAMP, IDB, LOS, LSAM, SDM, CTIP, SRTRACKER, JIRA, ACTT, various IBM tools

OS Systems: Windows, Unix, Linux, Mainframe

Frontier Technologies, Middletown, New Jersey, [Consultant at AT&T] June 2011 to June 2014

AMDOCS, Morristown, New Jersey, [Consultant at AT&T] Feb 2008 to Nov 2008

AT&T, Morristown, New Jersey Feb 2000 to Feb 2008

System Engineer/IT Architect/Application Recovery Mgr/BA/Project Coordinator

-Defined, wrote and presented requirements for ordering/provisioning systems;

-Managed multiple projects through the SDLC, software development lifecycle. Agile, ReqPro, ITUP;

-Ensured the integrity of systems remained throughout the implementation process;

-Comfortable working with offshore resources, to coordinate, schedule work activities and procedures;

-DR-disaster recovery procedures; wrote detailed documentation for recovery of applications

-Performed analysis to determine if OS compliance upgrades were feasible, had funding and had any impacts;

-Handled multiple projects, from requirements through implementation for BSS/OSS, service delivery, and service assurance applications. BSS systems, were part of service delivery applications and flowed thru/interfaced with OSS systems, for service assurance;

-Determined dependencies and constraints for upgrades;

-Successfully gathered user business requirements resulting in producing a well defined product for ordering/provisioning systems and service assurance OSS systems;

-Ported/Migrated functionality from obsolete systems to more efficient applications; and

-Coordinated work activities and procedures for offshore resources.

Release Manager

-Created release plans, and release milestones, using Excel and MS Project.;

-Facilitated Go-No-Go sessions to determine risks and confidence level of the release;

-Maintained version control for non-production and production and managed and coordinated builds;

-Coordinated, and facilitated recurring meetings, provided status updates to clients and other stakeholders throughout the planned release implementation. Tracked the progress of release implementations, coordinated triage solutions, for high impacting production system issues; Facilitated release deployment calls and status meetings;

-Performed escalations on project risks and issues to leadership;

-Scheduled upgrades, and deployments to all non-production and Production environments;

-Release deployments typically were for: GUI enhancements, upgrades, changes, fixes, other enhancements;

-Managed non-production, QA, UAT deadlines;

-Think outside of the box; reduced the impact of a costly billing error from 50,000 clients to 500 clients;

Project Manager for Change Management Processes, Implementations, System Integration

-Oversaw complex systems implementations. The SDLC commonly involved multiple interfaces for the following applications: BSS, service delivery: ordering, billing OSS: service assurance: message processing, provisioning, network

-Managed complex projects for software implementations, integration’s, which included, tracking, monitoring and reporting progressions of tasks for these projects within the new software implementation area;

-Identified support needs up to and including, additional resources, in order to remain on the critical path and consistently meet all project deadlines;

-Involved in planning, coordination, implementing and evaluating the effectiveness of service delivery, and service assurance, infrastructure and staffing required accomplishing department objectives and projects

-As a Subject Matter Expert (SME), SOA, BPEL communicated new product offerings to clients and other internal teams in an effective and efficient manner, at times, thinking outside the box to better convey these offerings to the audience;

-Clearly documented, tracked, and expedited problems/issues with new software to the appropriate departments; Gathered, assembled and compiled data for reports and presentations for upper level management;

-Handled department administrative needs such as, meeting planning, data analysis, securing suitable meeting spaces, and audio/visual equipment to ensure all meetings and conference calls operated smoothly;

-Partnered with peers as a Project Manager/Coordinator for extremely large complex projects, including a massive Phase I and II Project consisting of several project managers and project teams, each coming together for a large-scale, enterprise-wide, pre-production test;

Project Analyst/Project Coordinator/Quality Assurance Analyst/Tester

-Gathered and analyzed requirements, wrote, executed and validated test scenarios for consumer and business systems;

-Maintained a constant focus on quality assurance during all phases of SDLC to ensure accurate results;

-Identified support needs in order to meet project deadlines;

-Successfully maintained service level agreements;

-Increased productivity by streamlining the helpdesk process;

-Developed end-user training manual for the helpdesk;

-Reduced outage occurrences by training personnel in root cause analysis; and

-Introduced an error tracking log to identify previous production issues with solutions to what occurred.

Quality Assurance/Helpdesk Management

-Supervised a team of six for IT helpdesk support for consumer applications;

-Improved the process to ensure the end users at the front centers gained a better understanding of the newly implemented application changes from a users perspective by producing a quick reference guide;

-Trained new personnel the process of methods and procedures for problem resolution;

-Analyzed and determined the root cause of production issues for the National Local Platform (NLP) Production Helpdesk while overseeing a team of six and reporting directly to the IT Production Support Manager; Reviewed and analyzed business functional requirements for several initiatives;

- Involved in Service Support, Service Delivery and Service Assurance Infrastructure Management, Enterprise Service and Interface technologies;

-Integration between applications utilizing SOA, web services, ecommerce technologies for self initiated customer ordering through the LOS/NLP, Local Ordering Service application;

-Developed end-user training manual and tools in the use of company’s web/client interface technologies and conducted client training; and

-Updated and maintained SLA’s- Service Level Agreements for the National Local Platform.

EDUCATION

Thomas Edison University

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