PMP/ITIL Expert Certified Project Manager

Courtney V. Hall, PMP/ITIL Expert

Raleigh, NC 919-***-**** ********@*******.***

Senior Project Manager

Motivated and results-focused Project Manager professional with more than 10 years of experience spearheading complex and largescale projects in the IT industry. Possess a combination of project management, team leadership, and Information Technology skills. Demonstrated ability to catalyze lucrative results while complying with budget and time constraints. Well prepared benefit top IT organization by improving performance, return on investment, and quality through project implementation.

Areas of Expertise & Technical Skills

Strategic Planning

Software Implementation

Motivational Leadership

Project Management

Stakeholder Communication

Process Improvements

Budgeting & Cost Control

Team Leadership

ITIL Expert

ISO Auditing

Client Training

Quality Assurance

Professional Experience

Verizon Business, Cary, NC 2007-2019

Client Service Manager (USPS, FBI, & US Courts – Federal Government Accounts)

Provided simultaneous oversight for several high revenue projects while prioritizing cost savings in support of internal company goals as well as managed SLA/OLAs.

Maintained service level agreements by managing customer service and billing requests, scheduling customer training, and ensuring proper access to the Verizon Enterprise Center

Lead ISO representative for Government Project Management team: responsible for participating in ISO Audits, MSR review meetings, and correspondence

Updated and ensured data integrity for SharePoint and Clarity Database for streamlined communication across projects and work orders

Identified opportunities for efficiency, savings & effectiveness while transforming the business to incorporate Third Party Vendor Management into the Company’s ISO Process.

Implementation Coordinator

Ensured cross-functional team communication by successfully serving as liaison between USPS PMO and project team members

Created daily reporting structure to inform USPS PMO on critical updates from project team

Updated multiple databases with project information

Access Point Inc., Cary, NC 2004-2007

Senior Service Delivery Specialist

Provided training resources to customers on DSL/VoIP/Dedicated turn-ups

Led all key account projects and ensured compliance to service level agreements

Established in depth knowledge of POTS, Centrex, DSL, and VoIP

Education & Training

Bachelor of Science, Business Management, N.C. State University, 2000

Project Management Professional (PMP), 2008

ITIL Expert, 2015

Technical Proficiencies: MS Office (Word, Excel, Outlook, PowerPoint, Project, SharePoint), Clarity

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