I am a Program and Senior Project Manager experienced in the development, implementation and operation of Communications Industry Customer Care and Billing Systems (CC&B). I have experience with the full software development life cycle (SDLC) and all aspects of self-service provisioning. I am PMP and Six Sigma Yellow Belt Certified.

I am experienced in the development and management of project work plans and am proficient with MS Project and other tools. Project management emphasis is on accurate understanding of status on a day-to-day basis and immediate recognition of problems and necessary corrections.

Relevant Work Experience

ProCom Consulting April 2015 to Present

Senior consultant on multiple projects for several clients both on site and remote.

Program Manager / Project Manager for multiple programs and projects

Hiring manager and resource manager for multiple programs and projects

Simultaneous project management for multiple IT projects

Specific work experience with ProCom Consulting:

T-Mobile Communications (Contractor) February 2022 to Present

Technical Project Manager within the Device Finance domain responsible for delivery of enhancements to existing IT systems & development and creation of new internal systems. Specific responsibilities included:

Simultaneous project management for multiple IT projects:

Development and Implementation of Artem1s Sales Enhancement Project

Enhancements to the Ericsson (EMMT) platform to support the migration of former Sprint customers to the T-Mobile platform.

Cannon Bundle security enhancements

Archive OFSLL database archival and cold storage effort

Steel Thread Front Line Sales Solutions

Frontier Communications (Contractor) March 2019 to February 2022

Production support manager for Pega CRM program. Specific responsibilities included:

Implementation of the ProCom Production Support team.

Developed transition plan with previous support vendor.

Created and implemented a daily cadence for production issue triage, prioritization, and resolution planning.

Managed Pega production enhancement development efforts.

Daily management of on-shore and off-shore production support team resources.

Senior Transition manager for the Frontier Northwest region divestiture program. Specific responsibilities included:

Daily management of the projects Project Managers and core migration team members.

Management of the overall consolidated project plan and program executive status.

Implementation of an in-house developed migration cutover reporting tool.

Cutover command center staffing and scheduling.

Post implementation transition manager serving as liaison between Frontier and newly formed carrier Ziply Fiber.

Project Manager for the Digital Transformation program responsible for delivery of enhancements to existing IT systems & development and creation of new internal systems. Specific responsibilities included:

Simultaneous project management for multiple IT projects:

Development and Implementation of a new Customer Database and data migration from multiple existing data sources.

Enhancements to the Ericsson Order Care platform to support updates to the buy flow process.

Enhancements to streamline the customer log in process for on-line activities and to reduce costs of unnecessarily creating and maintaining unused on-line customer profiles.

Enhancements to the existing customer buy flow to allow for quotes to be resumed across channels.

Management and tracking of development effort & capital budget for the Digital Transformation program initiatives.

Windstream Communications (Contractor) July 2018 to March 2019

Implementation Manager responsible for billing conversion implementation. Specific responsibilities included:

Management of HR x HR implementation plan.

Conversion weekend project schedule.

Command center schedule and staffing.

Frontier Communications (Contractor) July 2017 to June 2018

Project Manager responsible for delivery of enhancements to existing IT systems & development and creation of new internal systems. Specific responsibilities included:

Simultaneous project management for multiple IT & Engineering projects:

Fixed Wireless Broadband

Billing and Provisioning system enhancements to support Generic ONTs

Development and Implementation of a new Assignment Programming System

Development of a Wholesale Collections System

Weekly status reporting and executive review.

Management and tracking of development effort & capital budget for new systems, enhancements to existing systems and management & mitigation of resulting project risks and impacts.

T-Mobile Communications (Contractor) February 2017 to May 2017

Implementation Manager responsible for billing conversion implementation. Specific responsibilities included:

Management of HR x HR implementation plan.

Conversion weekend project schedule.

Command center schedule and staffing.

Windstream Communications (Contractor) June 2016 to February 2017

Senior Integration Manager responsible for data mapping and development of a Comparative Rating and Billing (CR&B) comparator engine. Specific responsibilities included:

Management of mapping effort for Sales & Proposals and Online services.

Weekly status reporting on the above-mentioned areas and executive review.

Management and tracking of development effort for CRB/CCR comparator engine and management and mitigation of resulting project risks and impacts.

Frontier Communications (Contractor) April 2015 to May 2016

Program Manager responsible for CC&B conversions of 5M subscribers from multiple Verizon systems to Frontiers DPI billing system. Specific responsibilities included:

Management of multiple CC&B and Plant conversion teams: data mapping, conversion coding, system tables, retail and business ordering systems (Sterling 7 & 9), Triad video provisioning system, Vertex taxation; EMS tax exemptions and Core Logic Geo coding.

Management of daily lead and executive level issue review.

Weekly status reporting on the above-mentioned areas and executive review.

Tracking of conversion gap development projects and management and mitigation of resulting project risks and impacts.

Coordination and management of post conversion data clean up issues.

Command Center lead for mock conversions and production go live conversion.

Additional Program and Project Experience:

Allied Wireless / AT&T – March 2010 to February 2015

Program Manager responsible for two CC&B conversions of 580k subscribers to Allied Wireless following Verizon/Alltel spin-off. Also responsible for day to day production billing and Product Configuration Management. Specific responsibilities included:

CC&B system conversions from former Alltel billing and ancillary systems to Convergys/Netcracker RBM rating and Compass billing systems for Allied Wireless.

-Automated Bill to Bill comparison (CR&B) key metrics control comparisons.

Management of billing, rating, and product and offer management configuration.

Monitoring/triage of billing failures, real time prepaid and postpaid daily rating issues.

Created standardized process for bill cycle review, performance tracking and reporting.

Established SLA’s that, once implemented, were met for more than 24 straight months.

Billing Operations during scripted subscriber porting migration from Allied Wireless.

Alltel Communications (now Verizon Wireless) - 2000 to March 2010

Senior Project Manager for a variety of Operations and Conversion/Implementation related responsibilities.

Program Manager – 2004 - 2010

Responsible for all phases of CC&B conversion from initiation to post-production support for 5 separate conversions of 2M subscribers. This involved 6 source systems converting to both AS/400-based Cellware and Oracle-based Virtuoso II systems, and a large deconversion.

Responsible for all phases of billing system conversion from initiation to post production support. Each project was completed on time and within budget.

Conversions included:

-2004/5 – 3 conversions - 32K, 25K and 25K subscribers

-2006 - Western Wireless – 1.4M subscribers

-2006 – 2 conversions – 62K, and 40K subscribers

-2007 – Midwest Wireless – 500K subscribers

Responsibilities included Data Mapping, Conversion Coding, Tables Setup, Testing, Gap Enhancement Development and Delivery and Conversion.

Over 100 Systems interfaces touched by the conversions. Examples include point of sale, IVR, rating engine, inventory, number management, commissions, etc.

Managed and supported project teams that were co-located on site and in remote off-site command centers across multiple time zones and continents.

Achieved an implementation error rate of 0%.

Repeatable Conversion Processes - Created standardized process and procedures that were reusable from project to project.

Standardized data migration balancing and reporting processes.

-Control Reporting and Comparative Rating and Billing (CR&B).

Reusable standardized test cases and test result tracking matrix.

Repeatable processes decreased the overall development timeline and increased accuracy by reusing previously tested and proven code.

Responsible for a large deconversion of 11 million subscribers.

Executed as three regional conversions.

Responsible for Virtuoso II system enhancements, software upgrades and enhancement release delivery.

Coached, mentored and lead mid-level and entry-level project managers on conversion and IT development projects.

Project Manager for Conversion Services – 2001 – 2003

Responsible for wireless conversion and market transition projects for 4 CC&B conversions from separate source systems to the Cellware and Virtuoso II systems for 1.4M subscribers. Specific responsibilities included:

Gap requirements definition, design, development, testing and release.

Conversion data mapping, conversion coding, testing and conversion.

Conversion of CC&B, Ancillary systems and all interfaces.

Customer and market personnel communications.

Business processes and operations continuity across company for acquired properties.

Repeatable Processes - Created standardized process and procedures that were reusable from project to project.

Created standardized data migration balancing and reporting processes.

-Control Reporting and Comparative Rating and Billing (CR&B).

Created standardized test cases and test result tracking matrix that was reusable from project to project.

Achieved an implementation error rate of 0%.

ACXIOM Corporation – 1999 - 2000

Test Team Lead and working Software Testing Engineer. Acxiom collects, analyzes, and parses customer information for clients to target advertising campaigns, score leads, etc. Specific responsibilities included:

Test Lead for development of new in-house customer billing system.

Testing of new and existing product enhancements.

Requirements definition, product design, development, implementation and support.

Test lead for the first internet based customer data enhancement solution.

Responsible for test environment setup and testing which included multiple OS and browser configurations, site feel, functionality, performance and capacity measurements.

Alltel Communications – 1993 - 1999

Variety of roles related to the development and implementation of a custom developed Wireless CC&B for commercial availability to the Wireless Industry.

Project Leader, Billing System Development and Conversion – 1996 - 1999

Responsible for Virtuoso II billing system conversion gap enhancement user acceptance testing.

Test Management - Managed enhancement and conversion testing and release delivery.

Managed a team of 12 local and 8 remote resources.

Fully automated 65% of all user functionality test scripts.

-Reduced run time of functional testing from 160 hours to 12 hours and increased the validity of data to 100% by eliminating user data input.

Implemented policy and procedures regarding system enhancement installations.

Achieved a code install success rate of 100%. No enhancement code was backed out.

Developed training program and materials for multiple billing system components.

Trained end users on new billing system and supported field offices post launch.

Provided on-site client support during development, implementation and post-live support.

Business Analyst, Corporate Marketing - 1995 - 1996

Responsible for requirement identification, design support, implementation and support of the company’s first data warehouse.

Developed a customer lifetime value model for customer retention.

Represented Marketing in a collection reengineering project that lead to a reduction in churn and write-offs by redesigning the collections process/timeline and tightening front-end credit policy constraints.

Developed an automated churn tracking model that resulted in a reduction of 160 hours per month, eliminating 1 full time temporary position.

Billing Coordinator – 1994 - 1995

Responsible for Billing Tables and Bill Cycle Calendar

Monitored weekly and daily switch tape processing and billing activity.

Responsible for offer and product configuration.

Technical Support Analyst – 1993 - 1994

Trouble shot customer issues.

Served as technical support lead for switch related issues.

Audited daily batch adjustment files.

Created process for distributing and reissuing voice mail numbers.

Education

University of Central Arkansas – Bachelor of Business Administration

University of Arkansas – Graduate course work in Business Analytics

Certifications and Experience/Proficiencies

Project Management Professional, PMP

Six Sigma Yellow Belt Certified

Microsoft Office suite including MS Project

Jira

Confluence

Basic SQL

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