CYNTHIA METZ COSTA

330-***-**** adm65j@r.postjobfree.com

Objective

Results-driven Program Manager with senior-level IT experience in Telecommunications, Banking & Financial Services and Healthcare Information & Management Systems seeking Program/Project Management opportunities

Career Overview

13 years’ experience as a Program Manager running several medium to large-scale cross-functional teams, through full lifecycle projects.

Over saw and led cross-functional teams through analysis and development.

Demonstrated success at delivering high-quality, on-budget solutions through effective cost control and scope creep management.

Supported projects across several technical realms, including data/voice infrastructures, web applications, billing systems and BSS/OSS systems

Proven as a strong problem-solving visionary, specializing in strategic planning.

Exhibits effective communication, negotiation, and conflict resolution skills, evidenced by fostering and maintaining professional relationships, excellent customer relations skills.

Able to build credibility, establish rapport, and maintain communications with stakeholders at multiple levels.

Success bolstered by building, leading and inspiring teams to perform in challenging environments.

Skills

Project Management

IT Project Lifecycle

Program Management

Leadership

SDLC, AGILE, Scrum

Executive Portals

Service Assurance Solutions

Application Development

Technology Infrastructure (Voice / Data)

Requirements Analysis

Planning and Analysis

ROI Analysis

Project Scheduling

Initiation – Closeout Management

Process Management

Multi-project, multi-year Portfolio Management

Strategic Planning

Business Roadmap Development

PMO

Mergers and Acquisition

Release Management

Supply Chain

Cross-Functional Supervision

Client Relations

Leadership Presentations

Vendor Management

Team Building

ITIL

Experience

Program Manager . Aug 2016 – Current

Cox Communications

Led teams across broad technical, financial, and business disciplines. Maintained team focus on business objectives and tracked progress, ensuring that projects were completed on-time, on budget, and on target in relation to desired results. Defined processes and tools best suited for each project, moving between Agile and waterfall approaches depending on project specifics and client goals. Also, provided training and mentoring to several new PMs as they were on-boarded to the project teams. Projects covered Data,

Programs/Projects include:

Defined project scope and deliverables that support business goals in collaboration with executive management.

Developed and finalized project plans and schedule.

Directed and Managed project development Lifecycle

Effectively communicated project expectations Leadership

Managed project expectations with team members and customers

Drafted and submitted budget proposals.

Researching merger and acquisition best practices and utilizing the knowledge of previous integrations

Set up a project management infrastructure to mobilize the resources. This infrastructure enabled us to create policies for the acquisition as well as the deployment of resources so that the projects will proceed as planned.

Led M&A to enable and include sounder deal strategies, realistic pricing, greater alignment in the organization, clearer roles and responsibilities, prioritization of important activities, less disruption to the business, better communication with stakeholders, and decreased risk of losing customers, staff, and suppliers.

Identified and manage project dependencies and critical path

Track project milestones and deliverables; Developed and deliver progress reports, proposals, requirements documentation and presentations.

Issued status reports to the project team, analyze results, and troubleshoot problem areas

Proactively managed changes in project scope, identify potential crises, and devise contingency plans

Defined project success criteria and disseminate them to involved parties throughout project life cycle.

Timely, transparently, and accurately plan, track and report on all changes associated to schedule, staffing, dependencies, budgets, or issue for any project part of the program.

Assist in defining the overall IT Integration strategy and understanding the dependencies and impact on the organizations well as other entities

Understand IT roadmap imperative and projects impact on the Integration plan.

Assist in preparing material and presenting issues from governance entities or leadership.

Assist in the creation and oversight of all Transition Service Agreements (TSAs)

Delivered flexible and scalable Commercial IT solutions fulfilling business needs while maximizing reuse of applications, infrastructure and supporting the Enterprise.

Assist functional integration partners with general technology leadership or specific Commercial, Supply Chain or Enterprise IT applications expertise.

Big 11 Project: Managed a program of 11 Service Assurance projects covering a budget of $11MM, to successfully deploy a suite of tools and applications supporting Cox’ 1NOC Initiative and Remedy Queue Consolidation, supporting 900+ end users spanning Tier II operations support. Created and managed detailed project roadmaps plan schedules and work-breakdown structures (WBS).

Successfully deployed multiple programs into Production along with the proper handoff to Operations for Warranty Coverage and on-going product support.

Worked and Successfully Managed scope and deliverables that support business goals.

Assist functional integration partners with general technology leadership or specific Commercial, Supply Chain or Enterprise IT applications expertise.

Defined project milestones, schedules, monitoring progress using MS- Project, PAOP

Gathered Weekly statuses to Senior Leadership and cross functional teams.

Closely worked with Tier 2 (NOC) and Cox business and other teams

Worked on Geo -Redundancy effort with the NOC’s.

Worked closely with Supply chain to define volume of products, pricing, and negotiation.

Project Manager August 2010 – July 2016

Thomson Reuters Quality Assurance Analyst • Project Manager • Thomson Reuters

Prepared data for legal and regulatory books, journals, and online text for legal publishing company. Identify and solve problems, suggested process improvements, verify the work of others. of department's governance board. Analyzed, skimmed, edited, merged, rendered, loaded, and validated data. Responsible for troubleshooting system and/or data problems. Supported team goals by setting and meeting deadlines, prioritized own work and participated in performance management process.

Coordinating JAD sessions with business users to analyze requirements, understand process workflows and present the requirements specifications.

Understanding business rules that drive system logic.

Described the requirements using different process flows

Defined project milestones, schedules, monitoring progress using MS- Project

Acting as a catalyst between business users and IT team to facilitate iterative project development

Creating process workflows, Functional Specifications and Software Requirement Specifications (SRS)

Project Manager May 2006 – July 2010

Sitel

Managed and supported numerous projects for the Global Operations Team, including data center migrations/relocations, application deployments, data conversions (legacy systems to Oracle), and mainframe migrations

Led team to design, develop and deliver Supplier/Vendor online reporting tool.

Led monthly executive meetings reporting on global telecommunication partner performance

Facilitated weekly/monthly status calls and meetings.

Managed and Worked closely with Strategic Team (Senior Leadership) as Project Manager to ensure successful delivery of complex projects

Managed multiple overlapping projects which include Datacenter migrations/relocation and application deployment. Collaborated with Service Delivery Managers globally to resolve escalations and reduce risks

Defining project scope of work, financial planning, and analysis

Managing all aspects of project plan and budgeting

Tracking project deliverables, and developing cadence plans to review project status and progress

Resolving, tracing, and escalating critical issues to minimize project risk factors

Facilitating meetings with client, management and IT teams acting a liaison and translator of information between technical and business environments, ensuring development of a robust technical architecture

Sharing of best practices with other project managers resulting in successful implementation of innovative ideas across the program

Designed and delivered flexible and scalable Commercial IT solutions fulfilling business needs while maximizing reuse of applications, infrastructure and supporting the Enterprise.

Training

PMBOK®, Rational Unified Process (RUP), Agile Methodology, Scrum Master, Waterfall Methodology, Lean Six Sigma, Value Stream Mapping (VSM), HP Project and Portfolio Management (PPM), Planview, Jama Contour, Facilitation Skills, Microsoft Project Plan, Microsoft Office, SharePoint, Visio

Education

Ashland University – MBA, Management Information / Project Management

Osmania University – Bachelor of Commerce

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