Luann Moore

**** ***** ******** **, *********, FL 34202 ● 703-***-**** ● acx8bm@r.postjobfree.com

Management Professional

Leadership ~ Enterprise Project Management ~ Strategic Planning ~ SDLC Management

Technology Procurement ~ Business Continuity ~ Vendor Management ~ Budget Compliance

Profile

Extremely well-versed in leading multimillion dollar IT projects, steering continuous improvement, and directing unified teams in achieving project goals according to fiscal, timeline, and quality criteria.

Proven success in implementing cutting-edge solutions which considerably enhance productivity, profitability, and competitive positioning for clients and employers.

Skilled at smoothly aligning both onshore and offshore personnel and resources to achieve project objectives.

Excel at interfacing with stakeholders to propel forward-moving efforts across multiple initiatives concurrently.

Outstanding skills in effectively and efficiently managing IT personnel, budgets and strategic plans, while closely monitoring technological trends and advancements.

Adept at cross-functional team leadership, training, coaching, forecasting, change management, implementing best practices, customer relationship management, and customer retention.

Accomplished at driving large-scale development projects including nationwide implementations and ongoing maintenance release management for companies of all sizes.

Professional Experience

Dimension Data, Centreville, VA, 2013 – 2016

Director of BPO and Audit Operations – Communication Lifecycle Management (CLM)

Promoted after one year to spearhead delivery of Mobility and Wireline Business Processing Outsourcing (BPO) and Audit Services for CLM division covering four service delivery areas.

Evaluate new contracts to ensure alignment with service offerings and pricing parameters, define productivity metrics and external and internal SLAs, and establish scalable workflow processes to expand BPO client base by 25% without having to hire extra resources.

Assemble and direct 48-person team in Telecommunications Expense Management (TEM) services including invoicing, audits, optimization, and mobility services to large international and domestic clients.

Recruit, select, train, and retain high-performing technical professionals, including launching service center in Bangalore, India comprised of 17 full-time employees.

Resolvit, Tysons Corner, VA, 2012 –2013

Senior Consultant / Account Manager

Successfully closed more than 30 networking projects in support of Time Warner Cable contract, exhibiting proficiency in project planning, tracking, progress reporting, and team leadership.

Managed details of approximately 50 projects each month encompassing new product roll-outs, internal audit change management, critical infrastructure inventory management, and Telcordia hosted database replication.

Implemented NetCLARUS SaaS software for Traffic Management team within two months.

LightSquared, Reston, VA, 2011 – 2012

Manager, Customer Technical Support

Directed, mentored, and motivated personnel throughout all aspects of customer support, equipment commissioning, customer onboarding, and performance metrics.

Steered implementation of Remedy Multi-Tenant in six weeks which immediately improved tracking and trending for current generation customers while preparing system for next generation activities.

Seamlessly transitioned over 800 retail customers and 1,000 government customers to wholesale partner, Network Innovations.

Continued …

Professional Experience continued … Luann Moore – Page 2 of 2

GetWellNetwork, Bethesda, MD, 2011

Director, Implementation Services

Shepherded team in implementing GetWellNetwork projects across hospital client base with full accountability for hardware procurement, project plan, deliverables, test environment, and equipment and network connectivity.

Discovered $400K in lost revenue in two-month time frame by refining process and investigating status of all projects in 2010 and 2011.

Widelity Consulting & eGlobalTech, Northern Virginia, 2009 – 2011

Consultant

Formulated business strategy for client’s Customer Technical Support team, identified business requirements for system solutions, and facilitated business and system architecture decisions and direction.

Project-managed the complete spectrum of Federated Acquisition Segment Architecture government contract to revamp acquisition processes and systems; controlled $1.3M budget, risks, deliverables, schedule, and team consisting of senior enterprise architect, systems architect, business analyst and subject matter experts.

Razorsight Corporation, Fairfax, VA, 2007 – 2009

Director of Customer Service and Operations

Orchestrated multiple projects and delivered influential leadership to project managers, technical leads, and customer support representatives.

Presented with “Sudden Impact Award” in 2007 after pioneering full-scope customer service operations; built developed customer service model, hired onsite and overseas team members, and successfully maintained customer satisfaction levels at 99% through measurable process improvements.

Sprint Nextel (formerly Nextel Communications, Inc.), Reston, VA, 2000 – 2007

Senior Manager, Business Customer Services

Oversaw $20M annual budget and mobilized team of 25 in high-profile post-merger initiative involving consolidation of legacy Sprint and legacy Nextel billing systems into one unified billing platform.

Played an integral role in all facets of SDLC constituting over 1.2M vendor development hours.

Instituted cross-functional Program Management Office to optimize risk and issue mitigation, external customer communication, and task force development.

Senior Manager – Merger Integration

Effectively aligned technologies between two companies for key functions and finalized Day 0, Day 1 and Day 100 Business Customer Services operating model, finance and synergy targets, and end-state planning.

Senior Manager, Customer Management / Customer Operations

Marshalled project managers and business analysts to implement first phase of nView enterprise desktop application across 2,000 users nationwide.

Senior Manager, Information Technology Engineering

Expertly administered $1.2M budget for development projects and governed all aspects including project estimates, staffing, contracting, daily project management, documentation, implementation, and quality.

Prior Background:

Sr. Quality Manager / Project Manager, Network Access Solutions Sterling, VA, 1999 – 2000

Senior Business Analyst / Project Manager, QuadraMed, Reston, VA, 1994 – 1999

Education & Professional Development

BA, Economics and Business Administration, Knox College, Galesburg, IL

Associate of Arts, Carl Sandburg College, Galesburg, IL

Associate of Applied Science, Marketing/Management, Carl Sandburg College, Galesburg, IL

PMP Certification Courses, PMI

Nextel Management Training; Franklin Covey Project Management; Team Management, Situational Leadership;

Total Quality Management; Objected-Oriented Analysis and Design; Problem Solving; Public Speaking and Presentations; Strengths Training; Learning Tree IT Project Management; CRM Best Practices

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