Project Manager Call Center
Resume:
Tisa Gill
Professional Summary
Strategic Information Technology leader skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 25+year record of building positive relationships with internal and external stakeholders. Dedicated IT Leader known for rapidly solving technical issues before operational interruptions occur. Takes ownership of company-wide technology performance metrics. Eager to collaborate with junior/senior staff and external stakeholders to advance business goals and maintain streamlined operations.
Work History
Verizon - Manager - VBand 6
Woodlawn, MD
08/2019 - Current
VBand 6 Manager at Verizon supporting US Social Security Administration (SSA) with $525M program to consolidate three desperate Unified Communication (UC) and Contact Center (CC) telephony systems for over 120,000 users in over 1500 US locations (Contract Center, Field Offices and Headquarter (HQ) locations
Spearheaded business development initiatives to drive automation across market verticals in Telecommunication industry, which resulted in $2.5M in new business over two-year period
Supervised dynamic UC team which included 15 vendor IT product teams, while driving cross-functional collaboration and delivering coaching and mentorship to advance team of IT professionals
Liaised with Chief Architect, Chief Operations Officer and Verizon Sales Leadership to evaluate risk, impact and long-term benefits of $525M acquisition, resulting in projected ROI of $50M over 3 years
Executed large-scale change management initiative to refine resource allocation throughout project lifecycle, which enhanced overall efficiency of Project Management Organization and reduced cost associated with delays by $200K per year
Diverse Systems Group, LLC - SENIOR MANAGER
Bethesda, MD
11/2013 - 08/2019
12/2015 to 08/2019 - Senior Manager responsible for overseeing of aged telephone system for $500M P14 Medical Center Addition/Alteration Project at Walter Reed National Military Medical Center, Bethesda Maryland. Responsible for managing implementation of new Hybrid ((Internet Protocol (IP) and Time Division Multiplexing (TDM)) Private Branch Exchange (PBX), Unified Communication (UC) solution to replace current Walter Reed National Military end of live Avaya/Nortel CS1000 PBX which supports everything from mobile devices users, call center, and fixed installation on Naval Support Activity Bethesda Base which supported 12,000 users at WRNMMC Bethesda
11/2013 to 12/2015 - Developed and implemented IT initiatives to support implementations of 20-50 Health IT software, systems and applications at Walter Reed National Military Medical Center, Bethesda MD which resulted in 20M in sales
Detail Responsibilities:
Responsible for implementing combination of COTS technology and process solutions to interface and integrate disparate clinical and business applications at WRNMMC Bethesda
Engaged in technical discovery calls with managers and directors of customer companies on behalf of account executives
Supported direction of requirements documentation and knowledge transfer to all appropriate teams
Actively communicated with appropriate customer contacts to resolve any and all issues for deployment and active work of technical professionals
Supported technical professionals with any and all legal, operational, or logistical issues related to deployment
Trained, coached, mentored members of cross functional team, and lead by example through hands-on project management activities
NTT DATA, Keane, Inc - PROGRAM MANAGER
Washington, DC
05/2007 - 11/2013
09/2012 to 11/2013 - Release Coordinator for US Security and Exchange Commission (SEC) core information collection and dissemination platform, EDGAR (Electronic Data Gathering, Analysis, and Retrieval) which resulted in adaption of 5 new branch offices within SEC
03/2010 to 09/2012 - Provided technical oversight of US Federal Bureau of Investigations (FBI) File Request System (FRS) in Record's Management Division resulting in improve FBI's data capture and retrieval rates by 25%
05/2007 to 03/2010 - Supported FBI Facilities and Logistics Services Division (FLSD) providing strategic oversight of FBI's Computer Assisted Facilities Management (CAFM) program to improve overall efficiencies thereby reducing capital planning budget by %15
Detail Responsibilities:
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Assisted in organizing and overseeing assignments to drive operational excellence.
Established team priorities, maintained schedules and monitored performance.
Leveraged data and analytics to make informed decisions and drive business improvements.
Booz Allen Hamilton, BAH - DEPUTY PROJECT MANAGER
Lanham, MD
05/2006 - 05/2007
Deputy Project Manager for IRS TIPSS-3 Contract: Modernization Information Technology Services/Program Controls (MITS/PC) Effort
Assembled, applied, and modified established management work streams to identify specific problems which involved many variables
Captured projected labor hours on monthly basis to prepare and amortize project financials
Served as liaison and responded to requests for information from contract administrator with regular financial status updates
Briefed clients of project status on weekly and monthly basis to ensure deliverables were being met in timely fashion to clients' expectations
Keane Federal Systems - Principal Consultant
Washington, DC
08/2004 - 05/2006
Represented Office of Policy and Planning/Project Assurance Unit (Project Controls) for US Federal Bureau of Investigations (FBI) Office of Chief Information Technology Office
Served as Subject Matter Expert in area of Risk Management utilizing NIST Risk Management Framework
Coordinated KMI Risk Planning by facilitating brainstorm and risk identification sessions; executed development of KMI Risk Management Plan
Initiated and implemented Risk Management Framework(s) for management of risk throughout life of IT project implemented by FBI Office of Chief Information Technology Office
Accessed Risk Reporting requirements for Project Level Review Board, IT Governance Boards and executive level oversight organizations, such as DOJ, GAO, OMB, and Congress
Established Risk Management performance goals for metric data using Balanced Scorecard Methodology
ITT Industries - PROJECT MANAGER/BUSINESS DEVELOPER
Alexandria, VA
01/2001 - 08/2004
Project Manager/Business Developer for US Defense Threat Reduction Agency (DTRA), Department of Defense
Identified new business opportunities within the Department of Defense (DoD) customer base; sold and presented ITT Industries Company services, and acquired DoD customer contracts
Created project work plans and prepared status reports to include: project issues, risk identification, and mitigation strategies
Proposed new products, services, and technologies to enhance customer satisfaction
Researched and developed technical work proposals in accordance with DoD standards to include: scope of work, risks identified with mitigation strategy, deliverables, development costs, and schedules
Monitored project performance to identify areas of improvement and make adjustments.
EG& G Technical Sevices - RISK MANAGEMENT ENGINEER
Alexandria, VA
08/1998 - 01/2001
Risk Management Engineer for US Naval Air System Command, Department of Defense (U.S. Navy)
Combined technical and programmatic understanding to guide assessment and evaluation of program risk for major Navy platform acquisition program. DoD Act I Program
Established and implemented risk management programs within DoD acquisition process
Performed risk assessment and analysis for major U.S. Navy acquisition program (DoDI 8510.01 Risk Management Framework for DoD IT)
Maintained familiarization with program risks for each lead technical risk manager's program and processes in order to satisfy Risk Management Project Performance Requirements
Served as liaison with program office technical staff.
US Patent And Trademark Office, Federal Government - Patent Examiner
06/1996 - 08/1998
Analyzed patent applications relating to variety of technologies, including: Printed Matter, Optics, Computer Systems, Transmissions, Pumps and Valves
Evaluated and analyzed patent applications of mechanical processes by reviewing drawings and specifications of new inventions to provide decision points for management
Ensured applications were in compliance with Manual of Patent Examining Procedures
Worked closely with litigation attorneys to research, complete trial preparations and create document drafts for court use.
Prepared interrogatories, requests for admissions, requests for production of documents and requests for examination or inspection.
Security Clearance
Active Top Secret Clearance (TS) - Able to obtain a Sensitive Compartmented Information (SCI)
********@*****.***
Washington, United States 20010
Skills
Agile Methodology
RFP Coordination
Business Development
Business Requirements Documents (BRDs)
Change Management
Risk Management
Information Technology Management
Product LifeCycle Management
Enterprise-Class IT Planning
Technology Optimization
Communications Strategies
Enterprise Technology
Project Management
Strategic Planning
Software and Hardware Implementation
ROI Analysis
Team Management/ Cross-functional collaboration
Education
05/2002
George Washington University
Washington, DC
Master of Science: Engineering Management
05/1996
North Carolina A&T State University
Greensboro, NC
Bachelor of Science: Mechanical Engineering
Certifications
Project Management Certification, PMP (PMP#235117)
ITIL Foundation certificate in IT Service Management (Certificate#100*******)
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