Accomplished results-oriented project manager and leader experienced with call center, software, hardware, process improvement, office build, and many other project types using a variety of project implementation methods including waterfall, agile, SAFe, critical chain, and more. Proven leadership managing projects and staff, resulting in excellent on-time deliveries and world class customer service. As a proven leader I offer extensive success with project execution including full software development life cycle (SDLC), hardware implementation, change management, and process improvements. Being proactive I have a track record of on-time, on-budget projects and deliveries. Recognized achievements have been accomplished through development of solid long-term client relations, well trained and motivated teams, effective vendor relationships, and successful project and organizational leadership yielding impressive results.

PROFICIENCIES AND QUALIFICATIONS

Project Initiation, Leadership, and Success

Project Management Professional, #1269269

Technology Acquisition and Implementation

Direction of Call Centers and Customer Service

Metrics definition and implementation

Software implementation and upgrades

Test and QA/QC planning and execution

Meeting and communications facilitation

Proactive Vendor Relationship Management

Staff and Team Development

ACHIEVEMENTS

Project Manager for complex projects including software implementation and development, process improvements, call center process and metric improvements, billing and customer care systems, data center moves, global surveys, software upgrades, hardware replacements, and others, while proactively offsetting risk to routinely meet budget and schedule requirements.

Call center director, innovator, and leader driving improvements throughout the business to increase efficiency, reduce costs, and drive customer satisfaction.

Direction of world class customer contact, support, and service teams for a variety of customers.

Collaboration leader focused on improving project execution, software development, and the bottom line by driving and facilitating projects, communications and understanding amongst leadership, project stakeholders, technical teams, and development to jointly strategize and prioritize key business initiatives.

PROFESSIONAL EXPERIENCE

Newmont Mining Corporation for Northhighland Consulting, Greenwood Village, Colorado 03/2020 – 10/2020

Lead Project Manager

Six month contract to globally replace Symantec products with McAfee and Windows Defender Internet Endpoint Protection software. My team completed this project on time and almost $500,000 under budget, including a 2 month reassignment to assist with a cyber security event. Over the contract I was assigned 4 additional projects including Absolute Endpoint Protection, Sentinel One Endpoint protection, Microsoft Defender ATP, and Server Local Account Removal.

Key Achievements:

Successful completion of the McAfee, Absolute, and Sentinel One projects with corporate savings just shy of $1M USD.

Reworked the overdue Microsoft Defender ATP project schedule to provide realistic goals and a road to success.

CenturyLink, Inc., Littleton, Colorado 06/2018 – 02/2020

Lead Project Manager

Project leadership for division wide efforts to improve performance, maximize efficiencies, manage budgets, and facilitate communications for a large variety of internal and external projects including call center improvements, project governance/PMO activities, process re-engineering, speech analytics, vendor management, report enhancements, contingency planning (DR/BC), call routing, agent effectiveness, and others.

Key Achievements:

Lead division wide initiatives to reduce call center agent transfers and increase first call resolutions spawning dozens of projects and resulting in more than 30% improvements.

Provided executive level presentations and guidance to allow real time business decisions and adjustments to drive profitability and bottom-line success.

Developed and executed surveys which contributed to a unified call handling model reducing expenses and increasing employee satisfaction.

Championed cross tool information exchange resulting in fewer call transfers and shorter call handle times.

Developed and implemented new reports to allow internal and vendor teams to better understand, manage, and make the right business decisions.

Madison Taylor Marketing, Denver, Colorado 02/2017 – 06/2018

Consulting Project Manager

Project management consultation with teams utilizing agile and waterfall project concepts and methods to increase project effectiveness, maximize process efficiencies, and facilitate communications for a variety of internal and external projects including scheduling, risk identification and mitigation, campaign management, software deployment, process re-engineering, vendor management, collections, and others.

Key Achievements:

Facilitate projects and meetings as needed through all project phases using proactive team and project management, scheduling, planning, execution, risk identification, implementation, and problem avoidance.

(ISC)2, Clearwater, Florida 03/2016 – 10/2016

Senior Project Manager

Managed large and complex software implementation, survey, and process improvement projects utilizing waterfall and agile project methodologies. Defined and implemented processes, metrics, and operational procedures.

Key Achievements:

Facilitated an unprecedented response rate to the Global Information Security Workforce Study Survey (GISWS) through proactive communication, project management, test planning, implementation, and execution.

Successfully managed module deployment in a corporate wide Agile Service Now implementation including: IT Incident management, Asset management, Employee Self-Service Portal, and HR Recruiting and Onboarding.

Provided project leadership in the definition and ramp up of the Digital End-to-End (DETE) program of projects.

Masonite, Tampa, Florida 06/2014 – 12/2015

IT Project Services Manager

Effectively managed corporate wide projects including software development, software support, and Electronic Data Interchange (EDI) for multiple initiatives. Defined and implemented processes, staffing, and operations streamlining development and support leading to improved customer satisfaction and stakeholder responsiveness.

Key Achievements:

Attained successful results directing teams responsible for new software development, customization, and software maintenance for the MasterPack ERP tool, the backbone of the company’s revenue, business, and manufacturing.

Created an innovative process linking corporate leadership, manufacturing plant leadership, project teams, and IT to assure that key corporate development initiatives were prioritized leading to significant reductions in development time, contentions, and escalations.

Directed the Electronic Data Interchange (EDI) team providing 24 X 7 access for customers to ensure continuous automatic financial transactions through which 90% of the company’s revenue stream is processed.

Holland & Knight LLP, Tampa, Florida 08/2011 – 05/2014

IT Project Services Manager

Defined and facilitated many successful software implementations, hardware implementations, process improvements, office build outs, and data center relocation projects. Provided guidance and process definition to create and implement a new Project Management Office (PMO). Collaborated to bring projects under a governance, review, and approval process.

Key Achievements:

Successfully planned, budgeted, staffed, and executed projects including data center moves, office build outs, telephony system replacement and integrations, software replacements and upgrades, multi-million dollar video conferencing centers, and others resulting in substantial savings for the firm.

Defined and implemented a project lifecycle process to prioritize and shorten execution times by up to 50%.

Effected a risk and prioritization methodology to identify the highest reward projects and minimize risk.

NAA & Bankers Life and Casualty, Sarasota, Florida 02/2011-07/2011

Independent Insurance Agent

Provided placement of insurance policies as a Florida licensed Life, Health, and Annuities agent.

Metratech, Waltham, Massachusetts 03/2008 – 01/2011

Project Manager

Led complex multiphase billing, invoicing, and customer care software implementation projects for enterprise customers being accountable for full project planning, profitability, and success for solutions.

Key Achievements:

Successfully executed enterprise software projects resulting in complete billing, invoicing, and customer care system replacements, software upgrades, and ongoing enhancement management.

Coordinated and directed global teams comprised of multiple companies, organizations, vendors, and partners to achieve common goals and successful project results.

Expertly managed a for profit software customization team to provide enhancements for global customers.

Jackson Hewitt Tax Service Inc., Sarasota, Florida 11/2006 - 02/2008

Director – Support Center and Customer Services

Provided leadership for a company wide Support and Customer Service infrastructure of more than 250 call center agents. Delivered outstanding service to franchise personnel and external customers. Led operations with full responsibility for service delivery, staffing, P&L, and ongoing improvements.

Key Achievements:

Reorganized and reengineered a 4 call center support organization into a responsive, service-driven, customer focused team resulting in a 90% reduction in customer telephone on-hold time in one year.

Built, staffed, and took live a new call center hosting 100+ agents in Ilo Ilo, Philippines.

Introduced online franchise and customer self-help using knowledge management to significantly reduce inbound phone calls and support requests.

OTHER EMPLOYMENT AND EXPERIENCE

Project & Team Manager, Kenan Systems/Lucent /Comverse/CSG Systems, Washington D.C. 1996 – 2006

Agency Services Representative, SAFECO Insurance Company, Lakewood, CO. 1995 – 1996

Farrier, Self-Employed, Aurora, CO. 1994 – 1998

Aerodynamics Engineer, Martin Marietta, Space Launch Systems Company, Denver, CO. 1988 – 1993

EDUCATION

Master of Science, Applied Mathematics, University of Colorado, Denver, CO.

Bachelor of Science, Aerospace Engineering, Boston University, Boston, MA.

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