Project Management Call Center

Andy Lee Flynn Jr.

Phone: 253-***-**** / e-mail: ***********@*******.***

Program / Product / Order / Asset Manager

SUMMARY

An enthusiastic Program Manager / Process Analyst / Order / Asset Management Representative that has over 30 plus years of IT asset management principles, practices, and methodologies, including asset lifecycle management, inventory control, software licensing, telco order management and assist in detailing contract / RFP requirements with Sourcing Teams to include security compliance in the telecommunications industry. Experienced in directing and or driving internal and external complex service order management supporting telecommunications environments. Expert level facilitator trained as a technical liaison / vendor management support (RFP-Implementation) for major C-level customers. I have hands-on expertise in major (enterprise level) new and existing IT (AWS, Azure, voice, data, and software) implementations: vendor technology relationships (negotiating Telco or Carrier contracts); especially strategic planning across multiple business groups.

Project Management Methodologies: PMI PMBOK, SDLC, ISO, Scrum, Agile, Waterfall, MOF, Six Sigma (White Belt Cert / Yellow Belt Training), LEAN, and ITIL

EDUCATION / CREDENTIALS

Master of Science in Management and Project Management

Colorado Technical University, Colorado Springs, Colorado, 2009

Bachelor of Science in Business Administration

Colorado Technical University, Colorado Springs, Colorado, 2007

PROFESSIONAL EXPERIENCE

Program Manager II / Release Manager / Product Manager 2014- Present

Expedia Inc., Bellevue, WA

Telecom Expense Management senior team member (Calero, MDSL, and Tangoe Software Administrator. Define and drive projects and operations initiatives from conception to release. Work closely with internal business owners and engineering teams throughout the company in a visible role that requires coordination across teams, mitigate risks and balance business needs with technical constraints.

Work with Business Leaders, Sourcing Management Teams, and Technical Personnel for circuit sizing and ordering process to save time and overhead cost for Telecommunications services - Build and maintain strong relationships

Research, analyze, and recommend deeply technical solutions which meet stakeholder and customer needs in the areas of DB architecture, design, web services, and analytics

Drive new IVR feature development through every stage of the product lifecycle, Portfolio Management, and Release Management

Gather detailed requirements from stakeholders and collaborate with software architects, design engineers and testers to identify feature details and document them

Engage development, test, and operations to deliver features to production and drive problem resolution once the new feature has gone live

JIRA story and epic design and effectively manage trade-offs between cost, schedule, and customer benefit

Measure feature success metrics post ship and feed learning back to the team and the business

Define best practices, innovate on processes, and evangelize across the team

Communicate with internal teams, stakeholders and partners on a regular basis. Ensure all parties have accurate and current information

Engagement / Program Manager 2013- 2013

Apex, Seattle, WA

Engagement Manager / Project Manager for various multiple consulting engagements that are ongoing with clients. Client relationship building, executive level communications, presentations, reviewing and monitoring quality of client deliverables, supervising engagement teams, and scoping and estimating new engagements.

Estimate and scope new project opportunities in support of the sales professionals

Performance manage engagement teams

Manage day to day engagement delivery teams

Provide detailed tracking of client deliverables

Program Manager / Service and Support Manager 2011-2013

COMPUCOM Systems Inc. (Cisco Systems, Bellevue WA)

Program Manager / Service and Support Manager (primarily supporting the Microsoft GFS organization) ensures that Cisco Systems, BT and Verizon provides comprehensive, effective and as required, customized support services to key strategic accounts (Microsoft Stores, Bing, O365, and Azure). Enable the Enterprise and Service Provider customer in achieving competitive, tactical and strategic advantages by successfully integrating and optimizing their network and helping to position the right solutions to meet their business goals. I also helped to improve customer satisfaction by facilitating post-sales support by leveraging resources to increase product, technology and services absorption into the client’s network. I additionally provide “best practice (LEAN and Six Sigma) consulting enabling our customers to increase efficiencies and effectiveness of their network operations.

Project/Program Management

Service and Support Management

Vendor Management

Effectively manage trade-offs between cost, schedule, and customer benefit

Measure feature success metrics post ship and feed learning back to the team and the business

Define best practices, innovate on processes, and evangelize across the team

SR. Manager of Projects, Products, and Tasks 2008-2011

GENERAL DYNAMICS IT, DuPont, WA

Senior Level Systems Voice and Data Consultant an IT Healthcare Project Manager responsible for the lifecycle management and implementations on IT software development, data base management, mobile applications, web applications, voice infrastructure Healthcare Information Systems, and implementation for the Telehealth and Technology (Healthcare) Group; a Federal Government organization. Work with Sr. Government Staff, Physicians, Project Leads, Contractors, and other designated staff to determine technical and non-technical requirements, priorities, and schedules. Develop network design plans and manage the activities and schedule of the IT support team (voice and data) to include managing the network server /web environment, implementing the Video Tele-conferencing support channel, maintaining IT web development, Electronic Medical Records (EMRs), integration with AHLTA / Essentris / Epic (.NET, JAVA, Apache Tomcat, MySQL) and Web Cloud (VMware, Windows Azure, and Rackspace), PeopleSoft /Oracle E-BS (11g), Siebel and SharePoint

Key Accomplishments:

Supervisory duties for a technical team of 15-20 Software Developers / Engineers using SDLC/ Agile-Scrum /Portfolio Software project management methodologies

Designed, configured, implemented, monitor, and maintain a major Web Farm Network (Development, Test, and Production environments) that can support over 2M subscribers

Worked with and supported various mobile telephone units, VTC, and medical devices for Clinical Telehealth Team to include integration with Electronic Medical Record Systems (AHLTA / Essentris / Epic/ ), Program Manager responsible for the financial and general IT installation planning for a multiyear project which is charged with a next generation of healthcare voice and data infrastructure

Lead development of a Project Management Office (PMO) for a major Department of Defense (DoD) organization (HIPAA 5010 and ISO20000), (FISMA, 3PAO, BPA)

Designed and deployed multiple software and web applications onto a major DoD web farm with over 2 million daily subscribers

Procurement Manager responsible for day to day monitoring of a multimillion dollar budget to include provide P/L reports, purchasing, and contract negotiations (RFP)

Overseen the conversion of several applications to a J2EE web application in Java using Oracle 11g database

Project Manager/ Sr. Sales Engineer 2008-2008

QWEST COMMUNICATIONS, Seattle, WA

Lead technical resource for the sales force, responsible to the Sales Engineering Manager in western region for profitability goals, assignment of assists, and maintains a high customer satisfaction rating. Primary for conveying customer requirements to the Product Management teams, schedule and lead project team in all aspects of the implementation process and project phases (PMI Methodology)

Key Accomplishments:

Responsible for actively driving and managing the technical evolution stage of the sales process,

Respond to functional and technical elements of RFIs/RFPs, created project proposals documentation, content, and estimates

Leads technical discovery for Outside Plant Operations with a focus on customer's applications which success lead to significant new projects

Designs and prices: Voice (Nortel), Data (Cisco, Adrian, Juniper) and Video Customer Premise Equipment (CPE) solutions, complex Data Integrity Assurance (DIA) solutions, Virtual Private Network (VPN), Dial, Hosting and Long Distance (LD) solutions; Synchronous Optical Network (SONET), Private Line, Videoconferencing network services -DS3 and higher; MPLS -Metro Optical Network (MOE) Frame Relay and Asynchronous Transfer Mode (ATM) services

Program Manager 2004-2008

MICROSOFT CORPORATION, Redmond, WA

A member of the Global Contact / Call Center Technical Project Management team; responsible for deploying Microsoft products in support of the internal and external Microsoft Technical Support Teams on a worldwide scale. Assisted in the efforts to develop a Project Management Office (PMO) for Sr. Level Customers, Business Owner, Solution Delivery and IT Support Teams for major IT projects/deployments worldwide.

Key Accomplishments:

Designed andlead the implementation of Enterprise level Web Applications / Portals based on customer-oriented Design built on Microsoft Technologies predominantly using ASP.NET, C#, SharePoint Server and SQL Server

Assisted in the Business Strategy & initiatives for the $44M telecommunications transition project (OneCall) which involved 5 major support locations worldwide replacing legacy voice and data equipment with Cisco ICM, 6500 and 4500 series telecommunications core distribution IT network backbone to include an Alcatel-Lucent Genesys, Nortel Symposium, and Avaya Call Center applications

Help develop IT Strategy and Global Call Center Support Process technology roadmap utilizing the SDLC/ Agile/Six Sigma/ IT Portfolio methodologies (Fujitsu Macroscope), Drove vendor selection IT activities and support contract negotiations

Communication (Status meetings, etc.) plus help with Executive Communications and conduct Steering Committee meetings

Strong understanding of global project management impacts of time, distance, and culture

Work with the business to understand, analyze and document requirements

Design and document systems/infrastructure solutions and architectures by instituting the Service Entity Relationship Diagram

Tested, designed and implemented major support contract centers for BPM (Pagasystems), CRM (MS Dynamics / Pagasysytems ) and CTI (Cisco, Nortel, Avaya) applications

Managed and delivered number of Telecommunication implementations, Outside Plant Operations, and Software development Projects for external clients

Telecommunications Director / Sr. Project Manager /Sales Engineer 1999- 2004

ADVANCED OFFICE SOLUTIONS, Seattle, WA

Overall responsibility for the Call Center Operations Division with four senior sales managers and 25 direct employees to include implementation of Human Resources policies, budget management and vender relations.

Key Accomplishments:

Project Managed and programed multiple major call centers utilizing Avaya Telecommunications hardware and software

Skilled in designing instructional workbook materials, conducting classroom and web-based training for customers, using software applications such as Microsoft PowerPoint Presentation to develop and conduct training, and providing training to staff with differing needs including System Administrators, Managers, Team Leads, and Trainers

Accountable for the day to day operation of the NOC in-bound and out-bound contact call center and decimating quality control data reports

Managed and trained a senior sales team that generated over $2.5 million in total sales the first year.

Project Manager / Systems Engineer 1998 – 1999

LUCENT TECHNOLOGIES

Designed and directed the installation of numerous voice and data networks

Project Manager / Telecommunications Expert (Retired Military) 1982 – 1998

U.S. ARMY SIGNAL CORP

US Army Signal Command, Korea

White House Communications Agency, Camp David, Maryland

US Army Signal School Instructor, Fort Gordon, Georgia

Certifications:

Certificate, PMI Project Management Graduate Level, Colorado Technical University 2009

Certificate, Change Management Graduate Level, Colorado Technical University 2008

Certificate, Project Management Specialist Undergraduate Level, Colorado Technical University 2007

Certificate, Management Essentials Undergraduate Level, Colorado Technical University 2007

Certificate Project Planning, Undergraduate Level, Colorado Technical University 2006

Certificate Business in the Global Environment, Undergraduate Level, Colorado Technical University 2006

Certificate, Organizational Systems Improvement Undergraduate Level, Colorado Technical University 2006

Certificate, Basics of Accounting and Finance Undergraduate Level, Colorado Technical University 2006

Certificate, Business Fundamentals Undergraduate Level, Colorado Technical University 2006

Microsoft Project application certification level 3, Redmond, Washington, 2006

Qwest Communications Sponsored ADTRAN Technical Support Associate (ATSA) for IP Telephony and Internetworking, June, 2008

Qwest Sponsored Sales Engineering Symposium, July, 2008

Tandberg MXP Technical Support Course (MXP-TS), 2009

Tandberg Certified TMS Specification (TCTS), 2009

Tandberg Codian MCU and Gateway Technical Support, 2009

TECHNICAL SKILLS

Software applications: MS Project, Word, Excel (Project P&L / Budgeting), Visio, SharePoint, PowerPoint, JIRA, Project Server, FrontPage, Access, InfoPath, Oracle / PeopleSoft, VMware, Electronic Medical Record Systems (AHLTA / Essentris / Epic), Windows Azure, Siebel / Oracle CRM applications, Microsoft Dynamic CRM 3.0, PegasystemsSmartBPM / CRM, Speech-Recognition, Jira, ServiceNow, and Soft Phone Applications

Hardware: Avaya PBX /VoIP/ CTI / IVR Technologies; Cisco (PBX / VM/CC/VoIP/ IPCC), Alcatel-Lucent Genesys (CTI/IVR/Reporting), Nortel PBX and Symposium, Cisco Equipment Configuration Tool, Cisco Product line (Data / Tandberg VTC), ADTRAN (Data / VoIP), ASA Firewall, and Network Load balancers (Adtran /Cisco / Nortel, and Juniper)

Networking Voice and Data: Call Center / Central Office / Data Center Operations, Circuit Administration, Routing and Design, Creating and Disseminating Detailed Reports, Data Warehousing including creating taxonomy and enforcing naming conventions, HRMS, Cisco Voice and Data equipment, ICM Call Routing /Cisco platforms (ICM AW), Data Integrity Assurance (DIA) solutions, Virtual Private Network (VPN), Hyper-V, SCOM, Dial, Web Hosting, Long Distance (LD) solutions; Synchronous Optical Network (SONET), Private Line, Videoconferencing network services -DS3 and higher; complex Metro Optical Network (MOE) Frame Relay TCP/IP Protocol and Asynchronous Transfer Mode (ATM) services

References:

Upon request

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