Service Delivery Project Management
Resume:
Robert Welch
Wallingford, CT. ***92
************@*********.***
OBJECTIVE: Career opportunity utilizing my management and technical skills with the ability to work independently while contributing substantially to a team-oriented environment.
EXPERIENCE:
11/19- Present Verizon Business Group
Global Service Delivery Project Owner –Responsible for project intake, execution, governance
, project portfolio management. Provide project management expertise and leadership to help drive projects to successful completion. Partner with customer stakeholders within the infrastructure technical organizations to understand project requirements and translate them into actionable plans. Responsible for developing and implementing standards and processes in the successful implementation of initiatives and management of the overall portfolio. Identification and analysis of business requirements and process improvements in collaboration with Corporate, Business Unit, Corporate Shared Services and Service Delivery teams. Generate and execute detailed plans for the implementation of process and system improvement initiatives. Collaborate with technical stakeholders to ensure the successful delivery of initiatives. Facilitate matrix management throughout the life cycle of initiatives. Facilitate post-mortem assessments to drive continuous improvement and incorporate results into business processes, system improvements and project management best practices.
10/08 – 11/19 Verizon Business @ DIAGEO PLC, Norwalk Ct
Regional Service Delivery Manager – Manage all day-to-day Network Infrastructure / Voice services across North America /Latin America. Optimize and improve service delivery while reducing costs. Oversee the Diageo telephony network and data platforms, including the implementation of new voice technology solutions and management of vendors. Establish, implement and monitor standard processes, SLA’s and metrics for technology support. Responsible for the effective support and utilization of ITIL based processes including Change Management and Problem Management within the Diageo Support model Provide consultant services to various stakeholders to leverage network technology controls / Platforms that ensure the integrity and availability of voice services utilized throughout company’s portfolio of business and production units. Leadership of a technical team, including budgets, workload management, Project distribution, end user training. Analysis of voice projects; tactical and strategic planning of budget and project scope. Process development and improvement. Managed suppliers and subcontractors to ensure service delivery on Avaya, Nortel and Cisco platforms. Technical lead for North America. Manage all voice services / telecommunication project ‘s from concept of project to completion (including Cisco VOIP, UCCaaS, SIP, Video Conferencing, ZOOM)
07/04 – 10/08 CDI / IBM @ DIAGEO PLC, Norwalk Ct
Telephony Solution Manager – Manage all day-to-day telecommunications / voice services across North America. Leadership of a technical team, including budgets, workload management, Project distribution, end user training. Analysis of voice projects; tactical and strategic planning of budget and project scope. Process development and improvement. Maintained relationships with internal customers (CRM, BU, IT). Management of resources across multiple business units. Managed suppliers and subcontractors to ensure service delivery on Avaya, Nortel and Cisco platforms. Technical lead for North America Cisco Avid Solution rollout (36 sites to date). Manage all voice services / telecommunication project ‘s from concept of project to completion (including but not limited to, field office moves and new offices) Special projects generated by Business Units (BU), field locations; internally generated infrastructure changes.. Risk management of services and assets.
09/02 – 07/04 Black Diamond / DIAGEO PLC, Norwalk Ct
Telecommunications Manager – Manage day to day voice services/ telecommunications across North America. Leadership of a technical team (15 people), Management of strategic direction of department, voice budgets, projects, tactical and. process development and improvement. Development of relationships with internal customers (CRM, BU, IT). Managed suppliers and subcontractors to ensure SLAs for service delivery. Managed all Infrastructure project’s, internally generated infrastructure changes; including workload balance management, subject matter expertise (Cisco Avid solution), project distribution, training and development of technical analysts .Implemented transport vendor audit with a return in excess of 1 million dollars in over charges and billing (tariffs) errors. Negotiated and implemented single source multinational service agreement for telecom hardware / services across the US and Canada.
6/99-03/02 FUJITSU BUSINESS COMMUNICATION SYSTEMS, Milford CT
Project Manager- Responsible for managing all aspects of a project, from inception to final close out for the installation of telecommunications (PBX) equipment for voice/data and video systems. Responsible for planning, coordinating and overseeing all project related tasks, including customer and third-party interface, adhering to project deadlines, performance quality and budget objectives. Provide assistance in preparing quotes, developing proposals and presentations to customers. Ensure accuracy and completion of plans and specifications. Provide directions regarding shipping schedules and special instructions for manufacturing/shipping. Coordinate daily activity of Technicians and Subcontractors. Manage multiple projects including cable plant and network backbone for data centers. Hold weekly status meetings with customers and consultants.
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EDUCATION:
6/95 - 9/95 Connecticut Computer Service, Milford, CT
Novell CNE Program
9/86 - 1/88 Technical Careers Institute, West Haven, CT
Certificate in Electronic Technology
6/84 - 3/86 Housatonic Community College, Bridgeport, CT
Certificate in Small Business Administration
Certification:
04/19 ITIL V 4 Foundation in IT Service Management ID # 9980064565457580
5/19 IT Project Management
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