Project Management Manager

JACK PAI

Alpharetta, GA ***** 678-***-**** *******@*****.*** www.linkedin.com/in/jackpai

INTEGRATION and PROJECT MANAGEMENT

Experienced, pragmatic and solutions-driven, Professional Services Solution Integrator/Project Manager with multiyear hands-on experiences in hardware and software technology integration and professional services delivery in Telecommunications and Information Technology arena.

Multiyear experiences in complex technical project management with service providers and large enterprises on global scale, assembled virtual cross-functional teams, worked closely with IT and directly interfaced end customers, providing technical and business leadership and knowledge transfers. Quick learner with passion to technology, attention to details, translating customer needs/requirements to SOW, adhere to customer and/or data center SOPs, executing projects as defined and agreed upon project plans, work well with travel and in diversified multivendor management and coopetition environment.

Presales technology and product trial leader, specialized on multimedia collaboration service integration with cloud based Unified Communications and SaaS, WebRTC, Security and Threat Management with well-known carriers and world class large enterprises in multi-vendor environment. Created First Office implementation notes and proof-tested written procedures to feed into Global Methods, which in turn provided formal written methods for commercial deployment. Realized a cost savings of 15% average over original budget by improving design and review cycles and test validation methodologies across multiple time zones.

Post sales customer support including on job training and instructing in classroom, utilize technical knowledge and inter-personal soft skills to help troubleshooting and reach problem resolution, with effective use of debugging and monitoring tools to track trouble tickets and cases. Helped various team creating and maintaining knowledge sharing documentation and information gained through projects. Managed customer services and operation maintenance per ITIL practices after commercial network validation and acceptance to achieve the best customer experience (CX) possible.

Managed hardware and software product gating process, validated and proved Method of Procedure, ensured successful migrations and cutovers with on time delivery, effectively communicated schedule and milestone to stakeholders, including R&D, Engineering, Supply Chain and logistics, Service Delivery, Technical Support and End customers. Managed root cause analysis and published on case management systems with JIRA, SFDC and SNOW.

AREAS OF EXPERTISE

Cloud/Data Center implementation and management experiences, co-lo, IaaS, PaaS and SaaS, LAN/WAN switching and routing; Complex network design and assessment; Quality of Service measurement and improvement; Test and Validation; CLI scripting, Python, Ansible and Terraform; Mobile technologies (iOS & Android), API, SOAP, HTTP, XML, XMPP, JSON, YAML; Microsoft Skype, Teams, TLS/SRTP encryption, Geo-redundancy, load balancing and global traffic management

FCC regulated telephony communication networks, carrier hosted solutions and customer premise equipment; TDM switching, PSTN Gateways, lines and trunks, routing and transporting, ISDN BRI and PRI; SS7, E911 system

Software Application/Product/ development and life cycle management, ITIL service management processes.

PROFESSIONAL EXPERIENCES

Hewlett Packard Enterprise, Alpharetta, GA Oct. 2019 – Present

Sr. Technical Solution Consultant, IT Management Services (Incident, Problem and Change Management leader)

Support major customer Hyper Converged Infrastructure with private and public cloud solutions and data centers

Leveraged skills and experiences on server hardware, networking and cloud management, software defined and composable infrastructure tools, resilient and sustainable productive environment, collaboration with R&D and field engineering teams and supply chain to improve customer experience on investment on HPE products and services.

Supported CERNA Datacenters nationwide with HPE servers and software management tools such as OneView, with encrypted logs and messages in compliance with HIPAA, improved customer experience on problem resolution and service up time.

GENBAND (Formerly NORTEL), Alpharetta, GA Jan. 2010 – Sep. 2019

Professional Services Integrator / Project Manager

Provided custom solutions and integration services in service providers and enterprise market space, with UC collaboration and WebRTC (project management in multivendor environment and integration, troubleshooting, debugging and testing of SIP App server, SBCs, SIP Proxies, Load Balancers, Telephony Gateways such as Audio Codes, IP LAN/WAN, MPLS/SD-WAN). Some notable customers included Apple, Bell Canada, Canadian Imperial Bank Corp, JP Morgan Chase, Hong Kong Broadband Networks, Saudi Telecom Company, Telefonica Brazil and British Telecom Argentina.

Worked in project team to coordinate design, implementation and turn-up of Genband’s first cloud based services for Unified Communications platform in data centers worldwide (Americas, EMEA and APAC), known as Nuvia and Kandy Business Services platform enabling SaaS, uCaaS and cPaaS.

Facilitated troubleshooting, support cases and trouble tickets management with Salesforce CRM, end to end testing and verification for the entire cloud based solutions. Reduced verification time frame by up to 25%, resulting a satisfactory time to market and cost reduction of 30% utilizing software tools and automated process, and greatly improved customer experience with quick service activation and onboarding.

NORTEL NETWORKS–Alpharetta, GA May 2001 – Jan. 2010

Engineering Advisor, Design Engineering/Architecture, Service Providers, Enterprises and Federal Government

Implemented customer network end to end, create Hardware and Software Test plan and Method of Procedure, managed vendor Interoperability and System Integrations, Project Management, Troubleshooting, Support Cases and trouble resolutions for the following categories of customer.

Tier 1 service providers and MSO, such as AT&T, Verizon and Verizon Wireless, Bell Canada, Sprint LTD (*Honor recipient of Line Of Business President certificate for Sprint LTD Circuit to Packet conversion team)

Large enterprise and Federal government, including Computer Science Corporation, US Government agencies including the Department of Defense, Department of Transportation and the Social Security Administrations.

Healthcare industry: Multiyear project management to upgrade and migrate IT and system infrastructure with hardware and software deployment and implementation. Increased patient appointment system efficiency and experience with expanded services coverage and higher level of customer satisfaction, for Park Nicollet Healthcare Systems in Minneapolis/St. Paul area, Minnesota, covering 1.8 million medical and dental health plan members.

EDUCATION

Master of Business Administration Business Administration (MBA), J Mack Robinson College of Business, Georgia State University, Atlanta, GA.

Bachelor of Science Telecommunications (BS), Institute of Technology, State University of New York, Utica, NY.

TRAINING LICENSING

ITIL v4 certified ERP system ServiceNow and SFDC Project Management Professional Certification Training Scrum Master Certification training Cisco Systems LAN Switching Configuration HPE Aruba networking training Cisco Systems CCNA training Object Oriented Analysis and Design Software Engineering Nortel Management Leadership Forum

Low Voltage Telecommunications in state of Georgia (LVT305477) and North Carolina (29450-SP-FA/LV).

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