Vicki Murphy, PMP

Fort Worth, TX ***** • ad3ztc@r.postjobfree.com • C: 310-***-**** • www.LinkedIn.com/in/vicki-murphy-pmp-54751a17

Sr. Project Manager / Customer Success Manager (CSM)

Client Engagement Manager • Partnership Builder & Team Leader • Services Delivery Manager • Program Administrator

Versatile, creative, and self-directed project management professional with hands-on expertise in directing and managing critical projects from initial planning phase to final deployment. Adept at leading high-performance teams in developing and delivering world class telecom technology solutions and data services to Fortune 100 clients on a global scale. Passionate about building and cultivating lasting partnerships, establishing new processes, and devising customized client solutions that deliver best-in-class services and technology adoption strategies to optimize system performance and deliver game-changing client outcomes.

Areas of Expertise:

Client Relations & Management

Project Management Methods

System Integration Plans

Vendor / Supplier Management

Technical Design / Document Generation

System Requirements Review (SRR)

Technology Road Map Development

Key Performance Indicators (KPIs)

Project Estimates & Valuation

Resources Allocations

Process Design & Redesign

Team Building / Mentoring

Key Skill Assessments:

Team Leadership – Utilize strong leadership skills to motivate & build trust with cross functional teams to ensure buy-in to new processes and inspire individuals to achieve defined performance goals, thus positioning the firm for future growth.

Client Engagements – Managing all aspects of client engagements, including assessing needs, analyzing operations, identifying issues, and providing tailored solutions to achieve project goals and exceed defined client’s expectations.

Strategic Performer – Developing and implementing high-impact operational and customer support strategies, collaborating with management to track/resolve post implementation issues, ensuring attainment of service level agreements and metrics.

Project Management – Directing multiple concurrently running projects from initial concept phase to final execution; interfacing with stakeholders to define project scope, identify drivers and create actionable plans to achieve objectives.

Professional Experience

T-Mobile Wireline Global Business, Frisco, TX

Built a strong career of accomplishment and promotion for one of the leading global telecommunication companies to working with domestic and international clients to coordinate and manage the execution of critical project initiatives across wireline platform.

Sr. Customer Support Manager / Implementation Project Manager III – Enterprise & Strategic Accounts, 1996 to 2023

Excel in this customer facing environment, serving as main point of contact in working with domestic and international customers to coordinate the successful design and implementation of client specific data and voice over IP networks. Oversee execution of high-level project/program management functions to ensure the on time launch and delivery of complex projects. Work closely with client project managers, vendors, internal sales managers, engineers/technicians, and end users to gather project requirements, create plans to migrate data and VoIP services to Sprint. Track/report project status to project stakeholders.

Key Accomplishments:

Successfully planned and coordinated the deployment of global data networks spanning 300 physical sites for Fortune 100 companies, including various worldwide logistic firms, social media, and entertainment companies.

Serve as PMP in managing delivery of all cross-platform projects from acquisition through billing activation across a full data product portfolio.

Credited by Senior Leadership for demonstrated expertise in managing all projects from project planning through project closure and providing ongoing lifecycle management as needed to ensure client satisfaction.

Maintain open communication with all customer teams to actively investigate and resolve client issues quickly/effectively.

Drive process to create project specific workbooks in excel to manage and track project milestones and achievements.

Hand-picked to oversee the training and mentoring of new Project Managers regarding company product and systems.

Chosen by Senior Leaders to participate in several process improvement projects/teams charged with improving and automating data network equipment procedures and product streamlining processes.

Project Manager IV – Network Product Planning & Implementation, 1995 to 1996

Promoted to oversee and direct all project management operations in planning, coordinating, and executing specific telecom product implementation projects from initial concept phase to final release and commissioning of new telecom products and network platforms. Monitored and rereported project status and achieved benchmarks to key stakeholders and senior leadership.

Key Accomplishments:

Drove process to establish relationships with key customers, provided consistent touchpoints to achieve project ROI.

Served as resource and advisor during design/installation for product roll out of the Sprint network platform to end users.

Senior Network Technical Engineer – Technology & Market Integration, 1994 to 1995

Provided high level proof of concept engineering and equipment validation testing of new technologies to meet defined business requirements. Evaluated leading-edge technologies and/or applications and recommended establishing new partnerships with key vendors. Tracked and reported project testing results to leadership team and project stakeholders.

Key Accomplishments:

Drove process to establish relationships with key customers, providing consistent touchpoints to achieve project ROI.

Published configuration guidelines/templates to support implementation of new service provider network equipment.

Senior Network Technical Engineer – Information Services, 1989 to 1994

Recruited to lead team of programmers in completing a variety of complex technology improvement projects specifically designed to enhance the core network provisioning system. Interfaced with users and system engineers to analyze system requirements and identify/document user requirements. Tested new software, coordinated implementation of system enhancements to the production environment, and conducted post-production quality assurance revies of the new software enhancements.

Key Accomplishments:

Collaborated with team to define and implement software changes to improve system performance/functionality.

Represented Sprint at the industry committee Ordering & Billing Forum for technical support of the Access Service Request interface to the LECs.

Played key role in developing system enhancement training documents to ensure successful training of all users.

Recognized for consistently identifying potential programming issues early and deploying solutions to limit app failures.

Educational Background

University of Missouri, Columbia, MO

Bachelor of Business Administration

Professional Development:

Certified Project Management Professional – Project Management Institute (PMI)

Technical Skills:

MS Project, MS Office (Word, Excel, PowerPoint, Outlook), Windows

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