Customer Service Project Manager
Resume:
***** ****** ***** ************, ***** *****
PHONE 512-***-**** E-MAIL: ***********@*******.***
BARNEY SIFUENTES
OBJECTIVE
Seeking a management position utilizing skills and training I have acquired through my past and present career development in the field of operations, security awareness, processes and procedures, safety, revenue reports, monitoring, inventory control, procurement, and customer service through attained excellent leadership and consensus building capabilities across diverse teams, excellent written, verbal, and presentation skills at all levels of an organization, ability to manage multiple priorities and concurrent projects, ability to plan, execute, and complete initiatives on time and within budget, focused on customer service to deliver projects that enhance the effectiveness of the business.
SUMMARY OF QUALIFICATIONS
•16 years in Information Technology managing and able to translate business requirements into business solutions
•Project Management Certified focusing on standardization, procurements and centralization of project management
•Proven record of success in development, training, supervising personnel, procurement of goods, the installation of software and hardware equipment, inventories, coordinating and implementing new programs
•Strong technical knowledge across multiple hardware and software technologies
•Excellent leadership and consensus building capabilities across diverse teams
•Excellent written, verbal, and presentation skills at all organizational levels
•Ability to manage multiple priorities and concurrent projects
•Ability to plan, execute, and complete initiatives and projects on time and within budget
•Focused on customer service both internal and external to deliver a quality product
•Experience in preparing RFP's, SOW's, contract negotiations, contract management, evaluation of proposed contracts, oral discussions, and project schedules
Focus on project management processes including development and management of project definition, scope, budget and schedule as well as change control, quality management, risk management, contract and procurement management in conjunction with development of detailed RFP specifications.
Management of technology processes defining functional and technical design, leading user acceptance testing, implementation and post project audits.
WORK EXPERIENCE/EMPLOYMENT
(United States Air Force) Office of Security (USAF/OSI) – 12/1972 – 08/1975
Coordinated with local law enforcement personnel all reports involving off base illegal activities involving military personnel. Transferred all highly sensitive reports to proper personnel and maintained a log of such transfers. Selected and assigned to the U.S. Embassy, Tehran, Iran to conduct U.S. Postal duties and the transfer/security of highly sensitive security documents.
(Southwestern Bell Corp - AT&T) Associate Director, Field Operations Public Communications, Southwestern Bell Corporation (SBC) – 4/1976 – 1/2001
Initiated the development and research of Installation/Maintenance tracking systems and facilitated the desktop training of projects for all line managers throughout Texas for Southwestern Bell Corporation. This required following established protocols for securing all data and software equipment. Ordered and maintained/tracked inventory levels of all equipment (i.e. cabling, hardware, safety supplies, and special projects equipment).
Developed Processes & Procedures and trained field technicians in the installation, repair and collections of all public telephones. Administered and developed all safety and security procedures for field personnel, maintained individual personnel records, and conducted annual job assessments of personnel. Maintained inventory control of high sensitive equipment and collection of coin bank vaults to include the secure transfer of revenues.
(Capital Metro Transportation Authority) Revenue & Fares Manager / Applications Administrator/Project Manager, Capital Metro (CMTA) - 10/2001 – 08/2014
Managed and supervised the treasury office at a high security level for the processing of all revenues retrieved from buses, ticket vending machines, retail outlets, transit store, and special events. Managed the inventory of all bus tickets and passes for distribution to over 50 retail outlets and the restocking of ticket vending machines. Monitored all areas of high security via ClientView software, which required monitoring 20 video cameras. As an Applications Administrator, I supported and monitored all ticket vending machines, farebox, mobile applications software systems, and all other fare related applications as implemented for Capital Metro. As Project Manager, managed all procurement requirements relating to transit applications. Developed Scopes of Work (SOW), Independent Cost Estimates (ICE), for new technologies. Responsible for regular reporting of project performance both internally as well as regular updates to Executive Leadership Team, Board of Directors oversight committees, as well as citizen advisory committees. Led project teams to select, acquire and implement both hardware and software systems for existing and proposed business initiatives. Perform business process reviews and software systems for existing and proposed business initiatives. Defined and implemented project management processes and procedures to introduce new methodologies or enhance those existing. As a team member, prepared project proposals, cost benefit analysis, and provide benchmarking statistics. Worked with stakeholders and provided recommendations on their technology issues and initiatives. Monitored and managed budget, risk, and schedule for all projects involving internal departments, external vendors, and contractors. Worked to find appropriate technology solutions for business problems.
(Teachers Retirement System of Texas - Part-time) Security Officer 1, Texas Teachers Retirement System (TRS) – 1/2004 – 11/2007
Patrolled the interior and exterior of 2 buildings. Monitored all movement via camera views and dispatch security personnel if required. In addition, posted all entries into a log on an hourly basis for reporting findings that warranted entry. Trained for reporting HVAC issues and immediately reporting anomalies occurring in the system. Escorted contractor personnel into high sensitive areas (i.e. IT and Investment & Securities areas, Shipping & Receiving)
(VIA Transit Authority) Applications Administrator, Project Manager (IT), VIA Transit Authority - 8/2014 - 10/2016
Installed, supported, and monitored all fare collection systems as they were implemented. This included all fareboxes, ticket vending machines, mobile ticketing, and other system components/applications. Performed analysis on system issues, maintain documentation on installation and maintenance tasks, and worked on project teams as systems were implemented. Developed Scope of Work (SOW) and Independent Cost Estimates (ICE) for the initial procurement for impending projects. Coordinated with the Procurement Office for coordinating vendor lists for conducting on-site demonstration of product(s). Defined and implemented project management processes and procedures to introduce new methodologies or enhance those existing. As a team member, prepared project proposals, cost benefit analysis, and provided benchmarking statistics. Worked with stakeholders and provided recommendations on their technology issues and initiatives. Monitored and managed budget, risk, and schedule for all projects involving internal departments, external vendors, and contractors. Worked to find appropriate technology solutions for business problems.
(Texas School for the Deaf - Part-time) Security Officer 2, Texas School for the Deaf (TSD) – 10/2013 – Present
Secure the entry gates of the school from unauthorized personnel utilizing TSD applications to include IRIS, ALERTUS, and RAPTOR applications. Conduct patrols to ensure all student dormitories are secure, office areas, schools, and perimeter check of campus. Report all anomalies via written reports and the reporting of all maintenance issues directly to building maintenance personnel via an on-line report.
PROFICIENT IN:
Microsoft Outlook
Microsoft Excel
Microsoft Word
Microsoft Project Manager
Spanish Language (Verbal & Written)
EDUCATION
1969 A. S. Johnston High School Austin, Texas
1974 GED (State of Texas) Austin, Texas
1974 U.S. Postal Training U.S.A.F Biloxi, MS
1976 – 1978 Austin Community College
(30 hours towards a BA in Business) Austin, Texas
2002 University of Texas
(Project Management Certification) Austin, Texas
HONORS AND DISTINCTIONS
1974 U.S. Air Force Commendation Medal
1975 Selected for U.S. Embassy Duty, Tehran, Iran
1985 Southwestern Bell Rider Service Award Finalist
(For Outstanding Customer Service)
1999 Citation – Presented by SBC CEO, Ed Whitacre
CAREER RELATED TRAINING
January 2008 Joint Goal Setting
March 1990 Managing Professional Growth
October 1992 PMEI Support Training
December 1992 Security of Information
September 1993 Transportation of Hazardous Materials
January 1995 RADAR/PC Radar Selling Skills
May 1995 Evaluating and Managing Diversity
October 1995 Achieving Stable Processes
March 1997 Ethics in the Workplace
March 1999 Attendance/Punctuality Management Workshop
June 1999 Payroll Management
March 2002 Project Management Workshop
June 2002 Project Management Certificate Program (University of Texas)
REFERENCES
Felix Agosto
Texas School for the Deaf
Title: Captain-Security Office
David Ocasio
Texas School for the Deaf
Title: Captain-Security Office
Blair Spikes
Capital Metro Transportation Authority
Title: Manager-Security Office
Pamela Laine
Retired – Capital Metro Transportation Authority
Title: Controller/CPA
Louis Faust
Retired – SWBell Telephone Company
Title: Operations Staff and Director of Field Operations
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