Project Manager Microsoft Office
Resume:
Martha M Johnson
779-***-**** (cell)
Byron, IL 61010
*******@*****.***
PROFESSIONAL SUMMARY
An accomplished Project Manager with extensive experience working with customers on department improvements and navigating change. This includes Business Process and IT projects as well as Business Continuity and Disaster Recovery plans.
AREAS OF EXPERTISE
Project Management Methodologies
Reengineering Execution
Business Continuity Planning
Telecom/Voice Network Architecture
IP Enablement
Contact Center Operations Management
PROFESSIONAL EXPERIENCE
American Express, Phoenix, Arizona 6/13 – 1/16
Global Business Services, Business Strategy Execution
Global Project Manager
Created project plans and associated project documentation. Created and maintained documentation repository in SharePoint.
Worked with stakeholders in identifying process opportunities and prioritizing objectives
Identified SME’s and external resource needs, managed project resources and mitigated conflicting priorities
Developed PowerPoint presentations to update stakeholders and senior leaders
Practiced both waterfall and agile methodologies
Verizon Wireline, Irving, Texas 10/12 – 5/13
Collabera Contract Services
Project Manager
Managed voice hardware projects; hardware upgrades, real estate consolidations and IPACD.
Prepared PowerPoint slides for senior leadership presentations
Projects varied in scope from desktop related, such as providing screen pops to call center reps, to voice platform upgrades.
Practiced both waterfall and agile methodologies
American Express, Phoenix, Arizona 6/11 – 12/11
American Express Technology Services
Project Manager
Responsible for call routing strategy for network and vendor service centers in the Americas and India
Prepared project plans, created project documentation repository in SharePoint
Managed project resources and mitigated conflicting priorities
Utilized Clarity for project and financial tracking
Prepared PowerPoint presentations for stakeholders and senior leaders
Successfully completed four call volume migration projects and two data collection exercises. Data collection was used to plan 2012 reengineering initiatives.
Practiced both waterfall and agile project methodologies
American Express, Phoenix, Arizona 6/10 – 6/11
Pomeroy IT Solutions/IBM
Project Manager
Contract Employee supporting American Express Technologies reengineering projects
Supported Systems Network Architecture (SNA) Decommission in the Americas
Supported Global Wide Area Network (GWAN)/Multi Protocol Label Switching (MPLS)
Worked with Merchants, Banks and third parties to upgrade Merchant to Amex and Bank to Amex connections
Oversaw upgrades to routers, circuits and switches/IP Enablement of financial data transmissions
American Express, Phoenix, Arizona 9/07 – 7/09
Merchant Services North America
Project Manager
Operations Project Manager for Merchant Services North America call routing changes.
Oversaw the upgrade of the Canadian call platform from PERI to NIVR. Worked with Compliance to ensure Canadian Law regarding privacy matters and banking regulations was followed.
Wrote the Business Continuity Plan for the Merchant Services North America Business Unit. Plan was successfully tested and implemented in 6 months.
Saved $120,000 annually by implementing changes to the functionality within the US voice recognition platform. Changes include improvements to call steering and verbiage.
Practiced both waterfall and agile project methodologies
American Express, Phoenix, Arizona 5/01 – 9/07
Consumer Travel Network
Operations Analyst
Network Operations real time and call routing support in a multi-site environment.
Successfully partnered with phone equipment vendor on a trade-in initiative that saved the company $20,000 annually on new phone equipment.
Created specialized daily segment reporting to identify opportunities in forecasting and staffing. Initiated a focus on agent availability that brought a savings of $400,000 annually.
Monitored real time agent and call activity within 7 call centers, 2 work at home groups and 32 Travel Service offices via Cisco ICM and CMS (Avaya). Utilized eWorkforce for IDPs and agent schedule adherence.
EDUCATION
Bachelor of Science, Business Administration, magna cum laude
Western International University, Phoenix, Arizona
TRAINING/CERTIFICATION
Six Sigma Green Belt Certification
Cisco Intelligent Contact Manager (ICM) – Troubleshooting
Cisco MPLS – Architecture
AT&T RouteIt! – Manual call routing changes
TellMe NIVR Platform – Architecture
Microsoft Office: Excel, Word, PowerPoint, Project and Visio
Microsoft SharePoint
HP Quality Center
CA Clarity Project and Portfolio Management
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