Project Manager Delivery
Resume:
Caroline Lewis
IT Program/Project Manager
Amherst, NY
*******@*****.***
SR. PROJECT MANAGER
Astute program/project manager focused on supporting cross-functional teams to increase client satisfaction through process improvements. Respectful and respected professional with exceptional knowledge at developing strategic plans for successful product delivery.
Strategic Technology Planning
Data Center Migration
Data Flow & Process Mapping
Training Management
Process Improvement
Data & Systems Analysis
Data Center Build Out
Regulatory Compliance
Work Experience
Sr. Technical Project Manager
King County, (Remote)
June 2021 – June 2022
Project leader for development, testing, maintenance and installation of voice, messaging, video, and Nice InContact Contact Center. Developed custom project plans to strategically onboard large scale enterprise businesses supporting secure communication and IT system redundancy. Developed and maintained project charter including scope, assumptions, success criteria, budget, schedule and change management plans in conjunction with the client project sponsor and technical lead. Led project meetings including kick-off, status, requirements gathering, implementation and closure discussions. Maintained project schedule, dependencies, assignments, and issue tracking. Partnered and collaborated with project sponsors and key stakeholders to manage project scope. Facilitated effective communications with stakeholders in support of project requirements.
Technical Project/Service Delivery Manager
8x8 (Remote)
August 2018 to June 2020
Developed detailed data center migration and new systems project plans. Collaborated with each customer to capture all equipment, facility and carrier components. Created custom solutions as required with the engineering team and local facilities support staff. Supported the transition to development and testing with the project engineer. Managed the day-to-day aspects of planning, status delivery, communications, and issue/risk management Responsibilities include management of healthcare IT projects (Contact Center, IVR, CMS, Microsoft 365(migration), email server migration, cyber security, call recording, change management, WFO, WFM
Technical Project/Service Delivery Manager
CitiGroup (Remote)
July 2018 – June 2020
Lead project manager of the high-profile Citibank data center migration. The Cisco CUCM super cluster which supports 1100 Citibank branches with over 14,000 end users migrated using VMware without incident. Planning the lift and shift of all gear and coordination with all levels of stakeholders and vendors. Worked heavily with AT&T/Citi engineers to ensure the technical aspects were properly documented and communicated as this BVOIP migration was the first to take place within Citi. Emphasis on collaboration and work effort which was key to the success of this highly complex solution.
Latam, Brazil branch network upgrade and PBX migration. Provided the NA standard and led the Brazil team on the conversion of 76 branches throughout the region. Provided strong guidance with documentation and processes that provided the necessary structure for this challenging bilingual endeavor. Tracked and managed IBM, Cisco and Citi local resources to ensure each branches individual specifications were properly transitioned. The project was completed on time and within budget.
Major project, North American Toll Bypass implementation. Coordinated and led the voice integration team on the implementation of all NA PBXs with Toll bypass dialing. Researched and developed the project plan for each locations transition, including local resource allocation, schedule and procurement. Worked closely with Citi design and engineering team to maintain documentation integrity. Clearly communicated project objectives as well as documentation for all stakeholders including senior management. The project was completed on time and within budget.
Major project, Dodd Frank Call Recording federal regulation. Led the voice integration team on the migration and expansion of call recording for all trade floor employees in North America. Managed and coordinated vendors (IPC/NICE) with the implementation of voice recording and Analytics. Managed the Wintel OS server build team and design engineers to accommodate future growth. Worked internally with Citi engineers and business stakeholders to ensure all traders were properly placed on the call recording system. Created the living documentation which tracked all issues and held bi-weekly meetings to address/resolve project challenges. Coordinated end to end testing with the vendors and held FOB calls to address any issues with the business. The project was completed on time and within budget.
Convergence Specialist
Avaya Inc - Saint Petersburg, FL
September 2008 to July 2018
Certified Avaya engineer within the Global Voice Operations team. Provided technical services in the form of design, assessment, and analysis for fortune 500 corporations throughout North America. Troubleshooting and supporting IP-driven networks, systems and applications. Supported software applications integrated with vendor equipment and voice products. Provided software and hardware consultation services to customers, technicians and other Avaya Inc. employees.
Education and Certification
PMP PMI, Active Certification
Cisco Certified Network Associate
Avaya Certified Network Associate
Network +
University of South Florida, Political Science
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