Professional Summary:

Highly skilled Manager with a special focus on purpose, people and processes, ensuring that all operating groups function properly. Considerable experience implementing new technologies, launching new products, turning around troubled organizations, overseeing mergers and acquisitions, with successful integration results, and improved operations. Expertly directed operational initiatives to grow the business and ensure financial strength, effective resource allocation and process efficiency. Outstanding leader who easily communicates with employees at all levels and inspires internal/external teams to achieve corporate goals and follow through with assignments at the highest levels. Having served the telecom, retail, healthcare, and service Industries.

Highlights:

Utilized Machine Learning models across the org to: Reduce customer generated tickets; Reduce ticket troubleshooting MTTD and MTTR; Predict potential failures; Auto-correct alarms; Identify equipment needs prior to truck site dispatch; Auto-generate associated tickets; Delivering viable/usable MVP products throughout the project’s life-cycle; Increasing both user and customer satisfaction.

Delivered a cross functional, centralized, one stop Knowledge Sharing Search Platform across IT support. Which provides secure access to knowledge owned and held separately by multiple organizational groups. Reducing the number of opened Windows, troubleshooting time, while increasing access speed of relevant customer support knowledge. Purpose to securely deliver the right knowledge, to the right person, at the right time to make the right decision.

Managed all aspects of integrating a $3.5 million POS system from concept to all enhancements, overseeing RFP process, developing requirements, scope, issues log, change control, negotiating contracts, training, and implementation to over 275 retail store locations across 19 states.

Assisted client with developing best method for delivering new functionalities to cell phone, while determining the impact the functionality would have on systems, the customer, and call center in educating and training on the functionalities being implemented.

Skills:

Project Management

Automation/Machine Learning/AI

Mergers & Acquisitions

Technology Implementation

Release Management/Deployment

Creative Problem Solving

VOC – Voice of the Customer

Anomaly Detection/Identification

Cross-Functional Teams

Retail Buildouts/Connectivity

Vendor Negotiations/Relations

Training/Mentoring

Professional Experience:

T-Mobile May 2020 – Jan 2023

Senior Technical Project Manager

T-Mobile/SPRINT merger activities with the number one leading edge carrier. Taking technologies to the next level predicting network failures with Machine Learning/AI. Created innovative uses cases, predictive problem solving to predict trouble and outages. Providing the tools to improve company overall Customer satisfaction.

Implemented new One Source SmartBonding System between Cisco and T-Mobile ticketing systems.

Led team that developed T-Mobile’s interface to multiple Auto Manufacturers over Narrow band IoT/5G

Delivered multiple NOC Machine Learning projects with predictive modeling to eliminate/reduce outages.

Utilizing Machine Learning’s anomaly detection reduced Customer generated tickets 45%.

Drove required NSA password compliance requirements across company Prod/Non-Prod environments.

Optimized cell site visits with Machine Learning Alarm Correlations, reducing MTTD and MTTR.

Contributor to the initial HINT (Home Internet) creation, build, release and rollout across the country.

Partnered in multiple Sprint/T-Mobile IT Tier2 support and Service Desk merger activities.

Savers Apr 2014 - Apr 2020

Infrastructure IT Program/Project Manager

Leading large chain of 300 plus international retail store locations PC, POS, and payment systems upgrades Separately identified and documented Trucking/Logistics sites business requirements prior to conversions.

Successfully converted retail stores from WinXP to Win7, then again from Win7 to Win10 and Office 365.

Effectively evaluated, tested, integrated, and implemented stand-alone payment systems and a fully integrated international POS payment systems.

Conducted multiple application upgrades and conversions for retail store operations.

Coordinated multiple IT organizational hardware and firmware, conversions and upgrades.

Organized all aspects of the Dallas off-site disaster recovery buildout, implementation, and live testing.

Engaged for retail store builds, upgrades, remodels, including IT equipment replacement and upgrades.

Engaged in multiple complexed, coordinated, strategically timed technology upgrades from data center moves, disaster recovery builds, store builds and shutdown, including testing and validation.

Boeing May 2011 – Dec 2013

Project Management/Consultant

Coordinated with large aerospace client all project/program related training and education activities for the newly acquired SAP ERP system and its implementation across Boeing’s Material Services

More than doubled the overall value of the training and education program budget

Identified, coordinated, directed and scheduled selected product’s education and training activities.

Created and updated project/product/program plans and validation to budgets.

Managed, tracked, and allocated all program related training related costs, structure, and attendance.

On-boarded consultants and newly assigned team members into the program.

Taught Boeing Material Management Organization Supply Chain classes utilizing SAP ERM Simulation Game (Supply Chain Module).

Education & Personal Development:

EMBA Program - University of Washington - Seattle, Washington

Business Program - City University - Seattle, Washington

Olympic College – Bremerton, Washington

Certified SCRUM Master

Certified SAP ERP SIM Game Facilitator

AMA Certifications

Business System Analysis and Design

Process Management: Applying Process Mapping to Analyze & Improve Your Operation

Technical Project Management

Best Practices for the Multi-Project Manager

Other Training

You Can Negotiate Anything -- Herb Cohen - Power Negotiations Institute

Negotiate This! By Caring But Not That Much -- Herb Cohen - Power Negotiations Institute

Member AIPMM

Member Puget Sound Chapter PMI

Member Product Manager Consortium

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