Customer Service Project Manager

William J. Nelson

www.linkedin.com/in/williamjaynelson

Plano, Texas ● 571-***-**** ● **.*.******@*****.***

Sr. Program / Sr. Project Manager

Summary of Qualifications

Over 22 years of Program/Project Management experience working for Fortune 500 companies; U.S. Govt Civilian and Military agencies specializing in ITIL, Agile, PMBOK, and other corporate methodologies. Strong customer service background with internal & external communication skills, PMO development, project planning design, deployment, and testing with multi-million-dollar programs. A Project Manager with strong Customer, Vendor & Resource Management skills focusing on being a Point of Contact a customer/client trust, & returns to with more business, by providing the best customer service without sacrificing quality or integrity.

Core Competencies

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Implementing Managing multiple Networks

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Managing cross-functional teams On & Offshore

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Personnel, Vendor, Logistics & Resource Management

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Implementation of Hardware and Software

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Scope, Cost, Risk, & QA Management

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Instructing, Reporting, and Documentation preparing

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Network Design & Deployment

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Analysis, Control, Monitoring

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Service Delivery Management

Tools & Technology

Technology – Telecom Ethernet, Fiber, Interconnection, small cells, VOIP, Optical, TDM (DS3 and DS1), Switched Access, Collocation, LAN/WAN, CSU/DSU, CPE, ATM, VPN, Sonnet, MPLS, FR, IP Based Ethernet Switches, Optical, & Data networks, ISDN, NOC, ASR, LSR, TND, NS/EP, TSP and NCS.

PM Methodologies – PMO Strategic Planning & Implementation, SDLC, Action Plans, Critical Path Methodology, Earned Value and Cost Management along with writing BRD's, SRD's, ARD's, TRD's.

Business Tools & Systems – WRIKE, JIRA, Salesforce, Service Cloud, MSO Suite, MS Access, MS Project, SEM, SEO, CRM, SAP, Hub Spot.

Project Management Certifications

Project Management Professional: Customer Solution Project Management:

A 120-hour PMI PMBOK MCI PM Cert. Program A 120-hour PMI PMBOK MCI PM Cert. Program

Organizational Project Maturity Management Disaster Management Project Management

An 80-hour PMI PMBOK MCI PM Cert. Program An 80-hour PMI PMBOK MCI PM Cert. Program

Risk Assessment Project Management DISA Direct Database Management Cert

An 80-hour PMI PMBOK MCI PM Cert. Program A 16-hour U.S.C.G. Cert. Program

Professional Experience

Sr. Program Manager, The Judge Group on Contract with HMS Sep 2021 – Nov 2022

A key member of the PMO team providing leadership, guidance, and support for multiple depts associated in a large acquisition setting. In charge of planning and coordinating all aspects of internal information system-specific projects from initiation to delivery. Projects involve application development, application testing, network, server, or software implementation and potential upgrades. Managing stakeholders to set and deliver project expectations, participates in facilitating the definition of project scope, goals and deliverables of routine projects, and implements all five project phases into the project schedule utilizing PMI best practices.

Project Manager, BravoTECH on Contract with Choctaw Nation, OK. Feb 2021 – Aug 2021

Enterprise Project Manager responsible for multiple significant enterprise projects with large budgets, numerous Vendors, Sub-Contractors, and Project team members. Focus was on project management responsibilities related to implementation of multiple key Infrastructure Hardware and Software.

Complex IT systems (WiFi, VoiP, Telecom,)

Supporting infrastructure (Power, HVAC, Security Access) that affect many users.

Ensure project progression, all issues relevant to budget, quality, & schedule to meet project plan.

Sr. Program & PMO Manager Lexipol, Frisco TX. Apr 2019 – Sep 2020

Main role created and managed the Project Management Office and improve Service Delivery Operations by developing and refining best practices. Along with process improvement and optimization in a rapidly changing and demanding environment, worked on developing new and modify existing policies and procedures to increase efficiencies, reduce costs & production time, improve communication and organization between Depts. Develop & Maintain a PMO through governance, alignment and reporting throughout the organization

Execution of project/program management including timelines, resource allocation and budgets

Process improvement and optimization in a rapidly changing and demanding environment

Primary contact for Internal and External Business Partners within Project Management Office.

Lead PMO Project Manager StraViso, Allen TX. Jan 2018 – Apr 2019

Heading up the Implementation & Operations IT division in developing and delivering client specific deliverables. Providing Operational, Analytical, and Collaborative Customer Service and Account Management expertise and support to implement StraViso development solutions.

Managing SDLC development and deployment for Client projects

Work cross-functional, multi-project resources to ensure solutions delivered in time and on budget

Primary contact for Clients, Vendors, and Business Partners within Project Management Office.

Advisory Consultant Ensure Inc., Plano TX.

Apr 2016 – Nov 2020

Manage services for multiple clients at multiple locations in the DFW area. Take information and client lists from events & insert the data into a CRM tool to provide ongoing updated information to clients and customers.

Plan, organize, and manage work of staff consistent with requirements, schedules, and policy changes.

Managed staff members to formulate, implement policies, procedures, goals, and objectives.

Customer, Client, and Database Management and Deployment.

Product Service Manager, Dex Media, Dallas TX.

Jul 2015 – Oct 2016

Project Manager responsible for building & implementing a new Customer Service platform with a focus on client satisfaction & retention. Mentored account agents, worked with other Sr. managers to allocate resources, coordinate with multiple departs for quality control.

Ability to multitask and handle follow-up and tracking on a large client base

Excellent interpersonal & customer service skills to build rapport & trust with Clients.

Managed a service level team of 15-18 account agents

Project Manager, Masergy Communications, Plano TX.

Jun 2014 – Apr 2015

Service Implementation Manager (SIM) served as the client's single POC through the implementation process for projects with various time frames, & requirements. Client advocate from order receipt through implementation to billing while understanding customer’s logical or virtual networking along with Telecom Equipment installation, Data Center & NOC management for clients worldwide.

Kickoff meeting & presentation with clients to develop a strategic plan for service deployment

Procedure redesign of processes, & implementation of new policies, increasing efficiency

Scheduled & coordinated multiple vendors also developed vendor performance reports

Customer Service Consultant, Lindsay Dealership, Centreville, VA

Aug 2013 – Dec 2013

Lead transition team in an array of accomplishments in taking over outdated car dealership & modernizing it with Fiber, High Speed Ethernet, VoIP phones, Wireless/Wi-Fi, & web services.

Trained staff in Internet customer service techniques pertaining to variety products.

Built cross-functional team to complete accounts, perform testing, & platform for client retention.

Managed Scheduled and coordinated multiple Telecom and Construction vendors

Project Manager Consultant, Tailwind Consulting, Albany NY.

Feb 2013 – Mar 2013

Temp. replacement for PM on Maternity Leave at New York Independent System Operator (NYIOS) as a Quality Assurance PM that was the lead for the automated testing of the final ITIL architecture of the Software program.

Managed a portion of the Comprehensive Reliability Plan (CRP) for New York’s power system

Supervised technical resources, hosted meetings, created & managed project plans.

Coordinated with Multiple State & Federal Agencies on scheduling project activities

Project Manager Consultant, Genesys Consulting, Albany NY.

Sept 2011 – Dec 2012

IT-PMO PM for Mohawk Valley Physicians supporting IT projects; Client facing & infrastructure installs for IT services with hardware / software requirements. Citrix XenApp 5.0 to 6.5 server farm upgrade migration.

Developed & maintained detailed project plans using 2010 MS Project

Utilized PMO protocols, & procedures for dept. including objectives, SLA’s and targets.

Established PMO Processes & Procedures, developed & delivered reports, & presentations

Lead Project Consultant for New York State on the “DMV CDLIS Modernization Project” Managed the development, integration, & testing of Software & Database systems for 600K drivers from 127 offices & relays secure data to all 50 states & the D.C.

Developed WBS for the organization and systems to lower TCO and improve ROI

Created and translated high level business requirements into functional specifications

Coordinated with Multiple State & Federal Govt. agencies on change management activities.

Key Accomplishments & Awards

MVP IT-PMO advisory board reviewing project life cycle, networking, & coaching of projects

Created and managed a surplus depot and inventory control system for the Pentagon that reduced system outages MTTR from 48 hours to six hours.

Worked with the NCC to maximize the USCG's TSP circuit coding and restored the 100% destroyed District 8 network back to 85% of its former service within 6 weeks

Resolved installation problems with local and national carriers, reducing budget overruns resulting savings of $1.3 million by implementing new regulations and procedures

As Project manager, designed and managed the implementation of two new networks projects for the USCG with a budget of $13.3 million, a staff of 26 personnel, and two service vendors

Development and implementation of provisioning and order tracking method that reduced standard delivery intervals from 11 to 6 business days

Established and tracked service benchmarks and performance metrics, to account for over 600 USCG site location from Guam to the U.S. Virgin Islands, Alaska to Florida

MCI Vice Presidential Award for Outstanding Service

Letter of Appreciation from the Commandant of the USCG – Recognition of Outstanding Service

USCG Letter of Appreciation Service Award for Performance and LINC-TRANS Project

USCG Letter of Appreciation for Restoration to Gulf Coast post Katrina

Letter of Appreciation from SMS for ITA program

Education

History and Communications, Glendale Comm. College, Glendale AZ. - Sept. 1996

History and Communications, Mesa Comm. College, Mesa AZ. - Sept. 1995

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