Project Management Manager
Resume:
SONIA CEASAR, PMP, ITIL® v* Expert, MBA TM
Cell: 954-***-**** • E Mail: aczecw@r.postjobfree.com •
www.linkedin.com/pub/sonia ceasar/21/91/53/
PROJECT MANAGER/CHANGE MANAGER LEAD SPECIALIST
Poised to contribute unique blend of sales, project management, change management and exemplary customer support skills, along with commitment to excellence, to your firm’s value by ensuring that projects support strategic mission and objectives within scope, budget, and schedule.
LICENSURE and CERTIFICATIONS
DevOPS Foundation, DevOps Institute, July 2016
Negotiation for Business Leaders, June 2015
ITIL v3 Expert, AMPG International OGC, August 2012 ITIL v3 Managing Across the Lifecycle, APMG International OGC, August 2012 ITIL v3 Planning, Protection, & Optimization Certificate, APMG Group OGC, June 2012
ITIL v3 Operational Support Analysis Certificate, APMG International OGC, Nov 2011 ITIL v3 Intermediate Capabilities Release, Control, & Validation, APMG International, OGC, July 2011
ITIL v3 Intermediate Lifecycle Continual Service Improvement Certificate, APMG International OGC, May 2011
PMP Project Management Professional, Certificate, Feb 2011 Masters in Project Management Professional Certificate, June 2010 ITIL v3 Foundations, May 2010
PROFESSIONAL PROFILE
Results driven Certified Project Management Professional and ITIL Expert with over eighteen years in the telecommunication industry
Decisive and focused team leader/player that has lead high performing teams through implementing changes and improvements.
Creative thinker and analytical problem solver with demonstrated ability to manage projects from planning through execution/completion under the pressure of fast paced, time sensitive environments.
Exceptional interpersonal communicator who effectively interacts with clients and all levels of management.
Effectively oversee transition and transformation planning, execution, reporting and related escalation management for all strategic telecommunications products and services to include LAN, WAN, Firewall, IT infrastructure (datacenters, hosting, applications support, etc.), Voice, Data, CPE on global level.
AREAS OF EXPERTISE
Project Methodologies: Scope/Requirements
Definition
Project
Tracking/Reporting
S. Ceasar 2
Project Initiation
Quality Assurance
Strategy/Process
Achievable Development
Plans and Schedules
Project Planning
Internal and External
Customer Service
Technology Integration
Project Execution
Process Change
Improvement
Negotiation, Persuasion
and Communication
Project Control
Critical Thinking
Problem Solving
Project Closing Cross Functional Team
Building and Leadership
Decision Making
Performance
Management
ChangeManagement Conflict Management
Project Communication
Quality risk
Coaching/mentoring
PROFESSIONAL EXPERIENCE
Lead Specialist Program Delivery Client Services Manager, Verizon, Fort Lauderdale, FL, Jan 2011 to March 2017
● Streamlined and documented the Change Management Process – ensuring ITIL Process was followed from initiation through closure for all US National Grid changes from the Verizon Enterprise supplier side.
● Acted as main point of contact for all US change related queries and requests
● Governed the Change Management project from a US perspective whilst working in alignment with UK based counterparts.
● Managed all US Changes using Project Management and ITIL changes processes by leading planning, executing and monitoring, and evaluating the change plans to support continuous improvement efforts are followed
● Evaluated, tracked, reported and ensured Requests for Changes were submitted by the Customer, Project Managers, and 2 nd level during Steady State & Transformation Stages to increase the customer’s Change Management Maturity level
● Focused on the people impact side of changes – including changes to business processes, systems and technology.
● Acted as Lead Change Manager, responsibilities included protecting and maintaining the stability of the customer’s network, infrastructure, and applications.
● Acted as Change Manager to represent all US Changes on the Customer’s Change Control Board and Change Forum calls while chairing the internal Verizon US Change Approval Board call Call which focused on the governance, ownership and accountability for all IT changes requested across the customer’s network, applications, and services.
● Chaired Best Practices Call for peers which increased knowledge sharing and process
● Standardization across the Verizon Enterprise Solutions environment S. Ceasar 3
● Standardized the New project request submission and how it flowed through the system utilizing one Global approach.
● Established and championed automation for email and task templates working with Development backoffice support to ensure the Tool used to Manage and House all Projects support the milestone included automated emails and tasks templates to increase efficiency and quality to meet project delivery dates and milestones throughout the project lifecycle, initiation, planning, execution and monitoring, and closure.
● Monitored Projects from initiation, review, authorization, plan, implement, close, billing, and completion ensuring valid documentation in place to progress to PM, monitored PM progression and renegotiation of target delivery dates and Purchase Order and Statement of Work aligned with invoices
● Validated invoices with cross functional groups, project managers and billing consultant
● Acted as Subject Matter Expert for both US and UK changes to ensure the ITIL processes are followed.
● Worked in conjunction with the Incident and Problem Management leads to continually look for proactive changes that need to be addressed prior to an incident or problem and ensure that the process is maintained across all streams of Service Level Management
● Reviewed and made change methodology recommendations using a proven change management methodology, ITIL v3, and applied feedback from lessons learned
● Monitored performance of peers, including performance and standards of work, and ensured work is carried out efficiently and effectively.
● Ensured the process was understood across all levels of the company and was always prepared to present the process to a wider audience and when required.
● Supported and enabled the adoption of the change process through establishing through standardizing and creating change plans and communications throughout the Program Lifecycle and enduring ITIL processes were followed.
● Established change activities through the review of program and project scope, identification of group impact and comparison on current change sustainability
● Validated Monthly Change metrics align with actual results and worked on continual service improvement to minimize unauthorized changes, changes completed outside of change window, and unsuccessful changes.
● Shared findings of Change Metrics with Director, VP and Governance committee to initiate Continuous Service Improvement initiatives
● Provided backup support for security related changes, firewall, proxy changes, and IP SEC, followed the ITIL Change Process –ensured security changes were uploaded in system repository, ensured the CMDB was properly updated, ensured all project related security changes were properly documented, assessed, and approved on the Firewall Approval Board Call and submitted for implementation and monitored completion status. Tools Utilized:
Changes – Remedy & Service Now
Remedy – Experience: 5 years
Service Now – Experience: 9 months
o Participated in Testing and Software development of Remedy & Service Now prior to rollout to the customer
o Followed the ITIL Methodology to support changes through the Service Management Lifecycle of all US changes
S. Ceasar 4
o Escalated when needed to ensure change schedules are approved by the Change Approval Board in a timely manner
Sales Support/Customer Implementation Project Manager Verizon Business/MCI/Worldcom, Fort Lauderdale, FL, Apr. 2000 to Jan 2011
● Assigned by Verizon to deliver the project and contractual objectives by providing project and resource management in support of installing and activating core and strategic products via standard and non standard processes. ( NTera – designed and developed out of the box voice solution to deliver non standard project for Verizon products )
● Coordinated implementation activities between the customer, branch/account team personnel (pre/post technical support), internal groups ( e.g., order entry, provisioning, CPE, Operations) and third party client/vendor resources ( e.g., voice and data equipment vendors, local access providers, etc .) as needed.
● Consistently leveraged expertise in resource/project management, offered suggestions to improve service delivery performance and generally utilized product knowledge to ensure customer needs were met.
● As with all other Verizon Business customer facing positions, remained alert to potential revenue enhancing sales opportunities.
● Additionally, remained accessible to the customer on a 24 by 7 basis, and provided the customer with back up contact information when applicable.
● Primarily oversaw project completions for two key accounts that increased the expenditures these customers made – ranging from $100K to $400M; Grew sales by
$8 10 million per year supporting 10 to 25 customer accounts
● Recognized as a leader in the successful execution of large projects through the Project Lifecycle, through the project management phases, Initiation, Authorize, plan, execution and monitoring, completion, billing and closure
● Took ownership of project management role from implementation perspective for next generation telecommunications products.
● Recruited by leadership to act as subject matter expert for Private IP to train employees overseas to support global transformation project.
● Attained high degree of customer satisfaction for superior project management talents from top tiered customers as a result of delivering achievable development plans, schedules, and project outcomes, and ensuring success with difficult IT projects.
● Used successful project management methodologies which played key role in successfully implementing large scale, complex solutions for Tier 1 customers.
● Recognized for the successful execution of installations by establishing and maintaining a strong rapport with customers, building their trust and respect which contributed to significant account sales from the organization’s No. 1 competitor.
Awarded Top Gun Award – 3 rd Quarter 2008
Awarded Top Gun Award – 1 st & 3 rd Quarter 2007
Awarded outstanding performance plaque – September 2005
Awarded trophy for over $25K in install revenue – Feb 2004
Awarded trophy for over $25K in install revenue –Jan 2004
With 25 accounts and sales and customers specifically requesting the level of service and expertise provided, trained peers on how to process and implement projects S. Ceasar 5
increasing standardization and delivery of projects with the same level of quality and excellence.
Tools Utilized:
o OrderPro – submit projects and move through Project Lifecycle from initiation to closure o Install Scheduler – Company website to coordinate o Status Pro – automated system to retrieve all related request related to Project o Netpro – Tracking system to
o F&E – Tracking system
Skills Summary
Project Management:
IT Project
Lifecycle:
Value Added Leadership:
System
Migrations/Integrations
Requirements
Analysis
Cross Functional
Supervision
Enterprisewide
Implementations
Costing &
Budgeting
Team Building &
Mentoring
Project
Scheduling
Client Relations &
Presentations
Testing/QA and
Rollout/Support
Business & IT Planning
Vendor Management
Supported Customers:
National Grid
● Provided Project Management support to deliver transformation technology and Change Management support developing the process for Steady State and Transformation of WAN, LAN, WLAN and Voice services.
● Engaged and led team building and mentoring for US, UK, & offshore resources, Managed cross functional supervision of offshore resources, engaged in client relations & presented presentations directly to clients change analysts and presented Change Management Process to Verizon upper management at Director and VP level.
● Vendor Management Engaged Vendor to deliver IPAM, DNS, & IP address changes were properly following the process and completed in a timely manner.
● Implemented Continual Service Improvement by Standardizing billing reporting to generate automated billing report sent to Finance and Commercial Managers and VP level to provide view of work in progress to leverage leadership to attain revenue earlier rather than later and provide view of account receivables and initiate process to minimize credits to increase revenue attainment
● Worked closely with sales and other resources to deliver an exceptional customer experience which attributed to FY2016 year end revenue forecast $87million to
$89.8million, depending on invoice finalization (against $84.1million target) exceeding revenue targets Year over Year to increase Revenue from $25million to $84 million target over a five year period).
S. Ceasar 6
Altisource Portfolio Solutions / Ocwen Financial Services
● Provided Project Management methodologies from Initiation to closure Requirements Analysis – validated contract requirements and confirmed requirements for the projects consisting of Data Center –System Migration & Integrations for the entire Verizon Business product suite, Vendor Management, Client Relations & Presentations as well as Project Scheduling services to schedule and coordinate Enterprise wide Implementations FY2010 year end revenue increased
$1,036,331.
Ameripath
● Provided Project Management methodologies from Initiation to closure to implement customer infrastructure.
● Requirements Analysis – validated contract requirements as well as project requirements consisting of Frame Relay, Frame Relay to MPLS, WAN, LAN, WLAN, and Ethernet Private Line connections for System Migration & Integrations, Vendor Management coordinating the customer’s PBX vendor resources for installation of customer’s network.
● Improved Client Relations through constant project updates and status from initiation to closure and provided presentations to project sponsor, and also, provided project scheduling services to schedule and coordinate Enterprise wide Implementations.
FY2011 year end revenue increased resulting in contract renewal
Assisted Service Manager to reconcile Billing and confirm credits and put in place processes to minimize credits.
Other customers supported:
CRC Press, LLC
● Oversaw the back office support and provided customer facing to deliver global applications, equipment, and network systems.
● Awarded “Best in Class Loyalty rating 8.5 (on a scale of 0 10) on the 2009 Customer Relationship Survey resulting in VP level acknowledgement for Exceptional Global Service Delivery.
HEAR USA
● Implemented telecommunications produts and services from initiation through to completion.
● Awarded “Best in Class” rating on the 2006 Gallup Survey for exceptional Customer Service and Delivery and implementation of the customer’s Network. HELLMANN WORLDWIDE LOGISTICS
● Implemented Global Disaster Recovery from initiation through to completion.
● Awarded “Best in Class Loyalty rating 8.5 (on a scale of 0 10) on the 2009 Customer Relationship Survey resulting in VP level acknowledgement for Exceptional Delivery Services MEDICAL STAFFING NETWORK
● Provided backup support and ensuring the process used is standardized, ISO compliant and no deficiencies in terms of the framework used to implement the customer’s network; ensuring a seamless transition when working with a different Project Manager or even one of the centers. NTERA
● Recognized for working with back office support, Engineers, Operations and Provisioning to develop “out of the box solution” delivering a standardized solution implemented at over 2000 locations.
● Awarded received at Branch level for revenue attainment month after month. SEMINOLE TRIBE OF FLORIDA
● Standardized the process using project management methodologies to deliver a customized network to the customer.
S. Ceasar 7
● Through delivery of exceptional customer service Awarded “Best in Class Loyalty rating 8.5 (on a scale of 0 10) on the 2009 Customer Relationship Survey resulting in VP level acknowledgement for Exceptional Delivery Services
SHERIDAN HEALTHCARE
● Recognized by Sales Management for the support and exceptional service provided on a previous account allowing MCI /Verizon to win new business. SPIRIT AIRLINES
● Implemented infrastructure supporting the kiosk in every Airport while keeping sales and backoff support on a standardized process to deliver requests that are duplicated.
● Implemented LAN/WLAN and Voice services resulting in being awarded best in class rating on the 2006 Gallup Survey.
TRADESTATION TECHNOLOGIES
● Implemented customized network infrastructure with standardization between locations
● Awarded “Best in Class Loyalty rating 9.25 (on a scale of 0 10) on the 2009 Customer Relationship Survey resulting in VP level acknowledgement for Exceptional Delivery Services. Support/ Customer Project Manager II, AT&T, Fort Lauderdale, FL. Nov 1998 –April 2000
● Primarily oversaw local projects using project management methodologies to manage projects from initiation to completion.
● Vendor Coordination, Scheduling, Resource Management to implement local and DSL services
● Recognized as key project contributor whose participation enabled key accounts to increase expenditures with organization; improved key accounts’ perceptions of company
EDUCATION and TRAINING
● Master of Business Administration Technology Management, University of Phoenix, Phoenix, AZ, June 2006
● Masters in Project Management Professional Certificate, Nova University, Davie, FL, June 2010
● Bachelor of Science in Food Science and Human Nutrition, University of Florida, Gainesville, FL, May, 1996
PROFESSIONAL AFFILIATIONS
● Member, Project Management Institute, since July 2010 S. Ceasar 8
PROFESSIONAL REFERENCES
SONIA CEASAR, PMP, ITIL® v3 Expert, MBA TM
Cell: 954-***-**** • E Mail: aczecw@r.postjobfree.com • www.linkedin.com/pub/sonia ceasar/21/91/53/
Brian Bosley, Global Services Regional Director
Verizon Enterprise Solutions
125 High St.
Boston, MA 02110,
aczecw@r.postjobfree.com
NOTE: Brian was my boss at Verizon Enterprise Solutions for 2 years. He is now with another company.
Robert McKinnnon, Manager, Global Services Regional Director Verizon Business Enterprise Solutions
125 High Street, 3 rd Floor,
Boston, MA 02110
aczecw@r.postjobfree.com
NOTE: Robert was my boss at Verizon Business for 3 years. He is now with another company. Steve Chambers, Manager
Verizon Business
6363 NW 6 th Way, Ste 350
Fort Lauderdale, FL 33309
aczecw@r.postjobfree.com
NOTE : Steve was my boss at Verizon Business for 2 years. He is now with another company. Jerry Siskind, Manager
MCI
6363 NW 6 th Way, Ste 350
Fort Lauderdale, FL 33309
aczecw@r.postjobfree.com
NOTE: Jerry was my boss at MCI for 2 years and co worker for 6 years. He is now with another company.
Celine Linares, Manager
AT&T
6300 N. Andrews Ave Ste. 100
Fort Lauderdale, FL 33309
aczecw@r.postjobfree.com
Note: Celine was my boss at AT&T for 1.5 years. She is n ow with another company.
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