Dean Dickie

ad1hsh@r.postjobfree.com

404-***-****

Inspirational IT leader focused on IT transformation. Empowering project teams by coordinating global efforts focused on company and customer business towers (IT/Engineering, business operations, field staff, procurement, customers, vendors, etc.). Skilled at removing issues and roadblocks in order to get the job done. Practiced and proficient in complex global Network (LAN/WAN), Wi-Fi, Cloud migration, Construction, Merger & Acquisition, Financial/banking, Government, Healthcare, Logistics, Data Center/Call Center, Software development, network refresh and Infrastructure migrations/solutions.

●Skilled at precise critical path planning, scope definition, change mgmt., risk mgmt., communication mapping, and resource leveling.

●Management of large-scale Call Centers integrations including Workforce Management, IVR, Chat, etc. from legacy platforms to AWS Connect.

●Expert at managing cutting-edge technology initiatives. Network Security, Payment Card Industry (PCI), ITIL, and Six Sigma Standards.

●Experienced in network solution Lab testing strategies, User Acceptance and data migration transfer/exchange

●Skilled at global collaboration with engineering, product development, operational support, sales, delivery teams, stakeholders/ management, customers, and vendors ensuring consistent effective communications.

●Established key global project management offices (PMO). Defining processes and procedures, developing project governance, tools and templates, mentoring and training.

●Practiced at project lifecycle management. Operational/support methods, SLA development measures (contracts), budget and finance tracking, quality control channels, and Customer communications

materials

Certification/Training

Project Management Professional Institute

Certified Network Administrator

Call Center Integration and Management

Assessing and Managing Risk

ITIL service desk and incident management

Initiating Projects and Managing Scope

Implementing (PMO) Project Management Office

Project Management Advanced

Six Sigma

Managing Communications

Scrum Professional (Agile)

EXPERIENCE

Project Manager Feb 2023 – Current

(Consultant)

Reyes Holdings

Plan and implement global refresh initiatives that include Wi-Fi, LAN/WAN, UPS, and servers. Project entails Business Unit analysis (scope) of network and desktop equipment required for refresh. Deliverables consist of budget approvals, procurement, site communications, equipment imaging, vendor coordination, change management, decommission of old equipment, and project status.

Responsible for creating and managing vendor process and procedures for equipment configuration and imaging to ensure implementation milestones are coordinated with business unit timelines.

Coordinate Service Now updates with refreshed equipment information to provide required data for operational support functions.

Manage all scope, scheduling, communications, change management, documents libraries, business process & procedures, and resources to meet critical objectives.

Responsible for ensuring refresh activities do not hinder or conflict with current network projects.

Develop refresh process and procedure documentation to provide repeatable instructions for future refresh initiatives.

Senior Project Manager Jan 2021 – Sep 2022

(Consultant)

Transunion

Managed all aspects of a global TEAM’s direct routing dial pad as well as migrating legacy contact center to new cloud solutions using assorted cloud providers (AWS, Five 9’s, InstaCC). Program responsibilities include synchronization of activities and dependencies on multiple projects as well as coordination of various organizational work towers (Legal, Architecture, network engineering, procurement, operations, etc.) The initiative consists of replacing all existing telephony, network infrastructure, support models, and current billing structures. Responsibilities include planning and execution of solutions design, customer/project/stakeholders communications and status, procurement of hardware, customer training, testing, and support and operations handover process and procedures.

Responsible for identifying priority sites by developing and performing a comprehensive gap and risk analysis roadmap. This was the decision-making primary tool used to determine urgent as well as valuable cost saving site migration planning.

Manage internal technical towers to develop an exclusive solution design library that encompassed all aspects of site implementations. This was utilized in developing training and User Acceptance testing and sign-off steps.

Developed detailed communications that included planned interactions like: “It’s coming, It’s here, and It’s done” messages to end users to ensure consistent interactions with customers

Responsible for developing and management of project schedules (Microsoft Project MPP), status reporting (JIRA), issues and risk identification and resolution, budget tracking, resource management, and documentation control and archive.

Senior Program Manager Feb 2020 – Sep 2020

(Consultant)

Centene Corporation

Managed a comprehensive assessment of current Avaya enterprise global contact centers capabilities across operations, processes, people, which includes Skills-based routing,

restructure of workforce management (WFM) into a single global center of excellence (COE), Integration of voice and chat recording, Real-time and historical analytics, and High-quality, browser-based voice capability. Management of future state AWS Connect solution, priority planning, support processes, network security, and training.

Responsible for identifying capability gaps between current and future state NICE vs. Calabrio IVR and WFM system software functionality.

Manage internal business towers developing hard benefits and cost saving estimates in order to create baseline program budgets

Managed development of a transformational roadmap and plan based on prioritization

Responsible for defining and prioritizing initiatives to achieve target state

Managed design and integration plans of new AWS disaster recovery solution

Responsible for program communications to stakeholder, executive, 3rd party/vendor, and project teams and customer communication.

Senior Program Manager/Transition Manager Jul 2019 – Jan 2020 (Consultant)

Feb

Siemens

Description:

Responsible for Global internal Wi-Fi implementations. This includes solution design, financial reduction analysis, implementation, testing, and customer communications and support.

●Review and development of Wi-Fi floor plans, coverage mapping, noise interference testing, as well as Access Point (AP) placement solutions.

●Manage all customer, stakeholder, and management communications

●Develop post implementation support models and operations helpdesk process and procedures.

●Manage LAN port and infrastructure decommission activities

●Review and report on contractual SLA’s, and KPI’s for Current Mode of operation (CMO) and Future Mode of Operation (FMO) financial impact analysis.

Program/Project Manager (employee)

Apr 2011 – Feb 2019

General Motors

Atlanta, GA

Description:

Primary responsibility: Data Center Transformation Project, Regional Network Access Points (RNAP) Solution/Implementation, & Applied Networking Initiatives. This included aligning all aspects of data center, call center, application migrations, and relocation of current telecom services to new General Motors Data centers. Responsible for Network Security initiatives including new virtual (Google, AWS, Hybrid cloud services/VMware) network service projects, as well as cost savings programs (network refresh) that include building governance structure for new Skype services, network fraud and security provisioning and Video Collaboration packages (Wi-Fi, TEAM’s, Video Conferencing, etc.).

●Developed, maintained, and tracked detailed project plans to ensure all Global Telecom towers (Engineering, Operations, Procurement, Vendor Relations were aligned to achieve goals.

●Managed Communications Services for Key Global Telecom Projects contributing to management analytics data mining and decision making.

●Responsible for global refresh and complex infrastructure initiatives including LAN/WAN, Wi-Fi, and disaster recovery (UPS).

●Managed and implemented network security 5-star compliance processes.

●Developed communications strategy plans for customer and marketing awareness and status. Developed resource and budget requirements, change mgmt., risks analysis, documented lessons learned, as well as providing project variance reports to PMO Steering Committee.

●Responsible for project and software development JIRA ticketing. Optimizing agile issues tracking and resolution.

Senior Program/Project Manager (employee)

2001 – 2011

SITA

Atlanta, GA

Description:

Initially responsible for the development of SITA’s Program Management Office. The PMO was the foundation of all Desktop Services (Americas) initiatives. This PMO also encompasses all bid, solution design, contractual, legal, implementation, and operational standards. The PMO resulted in standard project management procedures, documentation & templates.

●Led high profile software product development initiatives to include Corporate Network Security standards, defining and implementing Payment Card Industry (PCI) compliant policies into SITA products and services.

●Managed development and implementation of new Virtual Server Data Centers to prepare for SITA’s Self Service product line. This included infrastructure, capacity planning, Storage Area Network (SAN) sizing/allocation, & disaster recovery (DR) planning.

●Responsible for new product SW development initiatives by means of AGILE development methodology including global network security, and airport of the future software and hardware products.

●Developed new testing, quality control, and acceptance procedures as part of the Network Operations Center (NOC) operations handover package applying ITIL best practices.

●Developed and managed budgetary tracking process to clearly monitor P & L budget to actual.

●Developed lessons learned database, maintenance procedures, and quality control processes to meet customer service levels agreements (SLA’s) and ongoing operations support measures.

●Responsible for Grade one (High Risk/Multi-Million Dollar) projects related to SITA software products and services. Projects include: Data Center consolidation, Common Use Terminal Equipment (CUTE), WIFI, DAS, Airport Management Systems, Network Infrastructure LAN/WAN, Campus Network, Network Operations Centers (NOC).

Senior Program/Project Manager (employee)

1999 – 2000

Enron Broadband Services

Houston, TX

Description:

Managed development and implementation of Enron’s Broadband Services Program Management Office. The PMO supported all network projects that encompassed software development, network engineering, construction, and operations for EBS broadband offering. This included, defining project management standards, operational procedures, and project oversight.

●Developed process standards for network operations support functions (Network Operations Center)

●Responsible for the planning and executing all EBS infrastructure bandwidth trading platform projects.

●Implemented broadband trading matrix designed for real-time network status to allow for successful short timeframe projects related to daily trading.

●Developed project information flow for executive summary and budgetary status.

●Established standard project management tools that integrate with existing systems for project uniformity.

●Primary interface with broadband trading management on all internal/external domestic and international projects.

Program Director (employee)

1996 – 1999

Project Management Services Inc. Consulting

Atlanta, GA

Description:

Responsible for management and control of projects focused on network and telecommunications initiatives (Bellsouth, Avaya, IBM, 3COM, Delta Technologies, etc.). Managed installation and relocation of highly complex voice and data networks, including Network Operations Centers (NOC), desktop migrations, WIFI, and cabling infrastructure projects. Lead project teams in "Bundling Products" initiatives for both pure and mixed offerings to ensure market competitiveness. Successfully managed project managers deploying phased and multi-site technology projects. Primary interface with executive-level clients providing crucial communications necessary for informed, time-sensitive, and cost-effective project decisions.

●Implemented CPMO process and procedures for high profile corporate clients that included solution development steps, development activities, testing scenarios, development priority methodology, as well as product documentation records.

●Established and strengthened client relationships, achieving a multi-million-dollar client base.

●Managed and executed global high-profile voice and data infrastructure projects.

●Prepared project analysis and vendor evaluation selection

Program/Project Manager (employee)

1994 – 1996

Atlanta Committee for the Olympic Games

Atlanta, GA

Description:

Comprehensively managed voice and data network systems for 7 Olympic events, which represented 30% of sports in the 1996 Olympic Games. Key contributor to complex infrastructure cable designs, equipment installation and operation support for the International Broadcast Center.

●Planned and designed technology core rooms, including power requirements, environmental (HVAC), as well as equipment, and cable layouts.

●Managed network infrastructure and broadband video distribution network.

●Designed and managed installation of the video, voice, and data equipment for press centers servicing the Georgia World Congress Center, the Georgia Dome, and CNN Center.

●Maintained accountability for operations budget, demonstrating strong resource management and planning to ensure budgetary constraints were met.

●Identified, planned, designed, and managed installations of all technical infrastructure for voice, video, office systems including LAN/WAN, and desktop equipment for all scoring and sports status.

EDUCATION

Miami Dade University, Miami, FL (Associates Classes)

Colonial Christian High School (Diploma)

COMPUTER SKILLS:

●MS Project

●Auto CAD

●Visio

●PPM

●JIRA

●Project On-Line (POL)

●Primavera

●Microsoft Office

●Enterprise PM

●Workbench

●SharePoint

Google Docs

ServiceNow

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