Project Manager Contact Center

Rob Mirasola Project Manager (** years)

Somerset, NJ 908-***-**** *.********@*****.***

Summary

Lead cross-functional teams to implement Enterprise software applications. Deploy in large (and small) secure network environments. Implementation of Verint WFM, QM and Recording and Data Analytics. SQL DBS migrations and upgrades, API integrations and custom development. Advanced communication skills and solid PM tech background developed over two decades of PM experience. Extensive history of Avaya, Cisco, and Genesys integrations. Expert execution of tailored PMBOK processes. Draft skilled project plans. Close projects on time/budget - achieving reference-ready accounts. Commitment to transparency and good stewardship.

Experience

Springpoint Senior Living Contract Position IT Project Manager December 2024-March 2025

Manage multi-site Network/Telecom upgrade. Collab

orate and plan with technical leaders to deploy Switch, Firewall and UPS upgrades. Managed upgrade to Avaya CO Communications system from legacy PBX. Partner with multiple Service-Providers and Vendors for Networking, Telecommunications, and Building Infrastructure support.

Verint Systems Project Manager June 2000-August 2023 (23 years)

Portfolio of 12-20 software implementations, upgrades, and data migrations. Managed Public, Private, Hybrid Cloud deployments in AWS, Azure, and Google environments. Also managed On-Prem DC projects, including redundant DCs, and DC relocation. Monthly and quarterly revenue targets exceeded. Led Engineers, Consultants, Trainers, Developers, Technical Support, and customer project teams. Consistently on budget.

Project Execution Overview:

Value-delivery and Quality to the customer on budget. Emphasis on quality with every project deliverable. Quality communication, scheduling, and reporting. Advanced budget management skills – based on transparency, accurate data, and good stewardship.

Effectively Engage Stakeholders and Sponsors: build trusted relationships with combined/matrixed customer and internal teams. Engage large Call Center environments – Financial and Healthcare, Government and Utilities – relationship management for End User (App) stakeholders, as well as Technical Stakeholders (Integration). Tailor communications effectively, based on the audience. Practice mutual accountability.

Product Delivery: the Verint suite of applications are built on MS OS and SQL database (Verint is a certified MS partner). On prem and Cloud implementations required advanced MS-based network integration – within telephony, desktops, databases, storage, and CTI integration points. CRM integrations through open API deployment. Required detailed management of technical details.

Application Integrations: WFM, WFO, Data Analytics, Call Recording, Speech/Text Analytics, Desktop Analytics, Quality Monitoring, Data Migrations, CTI Integrations. API integrations: Payroll processing, VOC, Salesforce.com, Custom Development. Avaya, Cisco, Genesys, and NEC CTI integrations with Custom CTI data capture.

Cloud Implementations: Installations, upgrades, and migrations- SaaS, IaaS, PaaS. CSPs included Amazon AWS, MS Azure, and Google Cloud. Management of VPN tunnel configuration, authentication, and data security. Many AWS implementations and migrations.

Data Migrations: MS SQL database migrations in DC and Cloud, in Azure and AWS cloud environments.

PM Technical Background: Strong PM knowledge of Networking, Ethernet Switches, Telecom, DNS Servers, NAT, LAN, VPN, Cloud, Cybersecurity, API integrations, CTI and custom data, SAN/NAS.

Documentation: Precise and impactful Project Plans and PowerPoint Kickoffs. Able to clearly articulate project scope, technical requirements, and project methodology. Strong verbal and written skills.

Achievements:

Carried portfolio of 12-20 projects, with total Service revenue value of 4 to 6 million total. The highest value projects were 1-2 million in total revenue. Consistently achieved 35 billable hours/week and consistently achieved reference-ready accounts.

Led more than 400 Avaya, Cisco, and Genesys (System and CTI) integrations, on premise and in public and private Cloud. Have managed approximately 700 IT projects, gaining invaluable situational experience.

Managed and facilitated hundreds of Training and Consulting engagements.

Managed successful 22,000 seat, 31 site QM deployment for large government customer, overcoming numerous network security constraints. Contract value of 14 million. Project duration was 3 years.

Over 100 weekend upgrades in downtime-resistant environments. Seasoned ability to steward weekend cutovers, earning customer sat, loyalty and appreciation. Ability to execute and manage under pressure.

Skillset

Communication: professional meeting organization, execution, and documentation. Able to collaborate across project roles. Authentic interpersonal, negotiation and group facilitation skills at every organizational level.

oOn Site Project PowerPoint presentations to help close large contracts.

oExceptional writing and documentation skills – emails, documents, chat. Focus on clarity.

PM Knowledge: PMBOK Standards and Processes. Extensive PMI Training. Waterfall and Agile experience. Precise Budget Management for fixed fee and T&M. Disciplined management of Change Orders. Advanced ability to manage technical requirement-delivery for successful implementation.

Leadership and Collaboration: clear scope and plan presented upfront. Practice transparency and accountability.

Training: 400+ hours:

oApps: Excel, Word, MS Project, MS Teams, Salesforce.Com, OpenAir, Avaya CO

oSkills: Cybersecurity, Networking, Telecommunications, Network Hardware, Project Management, Public Speaking, Communication, MS Office, Office 365, Communication with C-Level Leaders

o200+ hours of PMI Training

oISO certifications, process-creation, and rich documentation output.

Vision Communications Customer Support Manager 1995 – 2000 (5 years)

Managed support/implementation of telecom systems (voice and voice mail). Coordinated service delivery and managed support issues. Accumulated broad telecom/CTI knowledge and management experience.

Planned and managed telecommunication implementations. Managed equipment inventory. Assigned and scheduled technical and training resources.

Budget management and finance billing, Maintenance Contract management and fulfillment.

Eagle Business Communication Systems/AIS Customer Support Dispatcher 1989 – 1995 (6 years)

Managed Technical Support requests in Telecom Support Call Center. Logged Service incidents. Routed Service tickets for assignment to Telecom Field Engineers

Education

Stony Brook University, BA Liberal Arts May 1987 Magna Cum Laude

Major: Psychology GPA 3.8 Magna Cum Laude, Special Citation of Honor in Recognition of Outstanding Achievement. Dean’s List 8 Semesters. Delivered Commencement Day Speech.

Accepted for Ph.D. program at Hofstra University in 1988 (20 accepted out of 700 applicants).

Scored 1350 on GRE Exam (660 on General Test and 690 on Psychology Test in 1988).

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