Project Manager Customer Service
Resume:
RW
Roger A Wilbanks
Professional Summary
Experienced IT Professional with vast IT experience over 20 years. Skills include computer networking, security, analytical thinking and creative problem solving. Able to apply customer service concepts to IT to improve user experience for clients, employees and administration.
Work History
World Finance (Contract) - Software Project Manager, IT Applications Farmington Hills, MI
04/2022 - 09/2023
Rocket Central - Senior Product Owner - Data Intelligence 04/2020 - 02/2022
Brought on to initiate World's modernization project of their Legacy COTS COBOL system, Online Transaction Information System (OTIS), with two main objectives: converting COBOL to a modern relational SQL database with an additional focus of converting COBOL to C#.
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Defined the project scope and gathered requirements of the business' needs. Created Project Charters, schedules and budget required to meet project goals and objectives.
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Monitor project performance to identify areas of improvement and adjust accordingly.
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Worked with cross-functional teams to resolve project issues and remained on-time for all deadlines.
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Worked to Improve the branch experience by modernizing transaction methodologies to utilize cloud hosted C# applications.
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Provided detailed project status updates to stakeholders and executive management.
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Worked with 18 cross-functional teams to understand and report on their KPI's, CSAT and NPS Scores in supporting the Rocket Branded Companies
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Was a driver in the PO/PM community which brought together POs from all different areas with the goal of creating an all inclusive community to learn and grow
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Worked in an Agile environment and continuously reviewed the business needs, refined priorities, outlined milestones and deliverables, and identified opportunities and risks
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********@*****.***
Clawson, MI 48017
Skills
● Stakeholder relations
● Risk Mitigation
● Strategic Planning
● Team Leadership
● Resource scheduling
● Agile methodology
● Safe Product Owner Certification
● Conflict resolution
● Documentation Management
● Conceptual thinking
● Process implementation
● Policy and procedure adherence
● Hardware documentation
● Planning and implementation
● Problem resolution
● DevOps principles
● Enterprise applications
● Customer requirement prioritization
● Project Management
● Project documentation
● Network Security Development
● Disaster Recovery Planning
Education
2009
ITT Technical Institute
Fort Wayne, IN
Bachelor of Science: Information System
Security
BAE Systems, Inc - IT Site Operations & Technical Project Manager 01/2015 - 04/2020
The Robison Group - IT Director
01/2010 - 01/2015
● Obtained my Safe Product Owner Certification
Translated product roadmap features into well-defined product requirements including features, user stories, and acceptance criteria.
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Prioritized and maintained the sprint backlog for assigned products, balancing the requirements of stakeholders
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Managed multi million dollar projects and support for Combat Vehicles and Weapon Systems programs utilizing industry recognized PM methods and tools, such as the PMBOK from the PMI.
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Led the Cybersecurity (DFARS/NIST 800-171) initiative resulting in remediation of 32 government labs across the country
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Led and supported the Atlassian Datacenter project supporting new government programs
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Managed projects for government programs requiring Classified air- gapped networks and labs
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Owned full responsibility of the Atlassian Jira, Confluence, Bitbucket, Crucible, HP Fortify, and IBM ClearCase application environments
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Advanced network communication knowledge with practical applications to firewalls, VLANs, capture tools (Wireshark), structuring, and troubleshooting.
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● Sole IT resource supporting a national Private Investigation firm.
● Managed 200+ Field and Desktop Investigators
Transitioned company to fully automated video transferring model with savings of over $120k/year
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Managed creation of and implemented a streaming media site for the delivery of content to our clients
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Designed and implemented WLAN and LAN infrastructure while focusing on security with the use of VPNs, SFTP, hard drive encryption and securing their public facing websites
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Created the Disaster Recovery Plan and all Security Compliance documentation
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Deployed and managed the Avaya Digital IP Office Server and phone system
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Past IT Positions Held
2009 – 2010 Cutting Edge Technologies - Network Engineer 2007 – 2009 Technology Specialists - Systems Engineer 2005 – 2007 Affiliated Computer Services - Systems Technician 2007
ITT Technical Institute
Fort Wayne, IN
Associates Degree: Computer Network
Systems
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