Information Technology Project Manager

NAPOLEON R. VELASQUEZ (MPM, CSM, SMMC)

Bachelor’s Degree in Business Administration

**** ********* ****** – Pasadena, TX 77504 713-***-**** *********@*****.***

http://www.linkedin.com/in/napoleonvelasquez (Fluent in English and Spanish)

SUMMARY

Results driven IT professional with 20+ years of experience in Information Technology, Business Management and exposure to various Telecom Domains such as Avaya, Cisco, Microsoft Teams Amazon Connect, AWS, Cloud Infrastructure ectc. Ability to interface with customers and vendors in the American, European, Asian and Latin markets. Experienced in working with project stakeholders as well as Upper Management to establish a baseline scope of work. Able to analyze risk and flexible enough to manage any changes to the current task. Skilled in collaborating with stakeholders to design and implement scalable IT solutions, optimizing performance and reducing costs. Certified Master Project Manager (MPM) and a Certified Scrum Master (CSM) with the ability to lead complex projects utilizing Agile methodologies. Thus, maintaining a consistent steady stream of completed work with the Project and/or team I am assigned to manage. Social Media Certified and able to direct organizational Online Marketing. Social Media Marketing Certified thus I am able to integrate it with IT services and business E-Commerce needs. Capable of handling hands-on technical work, Implementing and supporting IT solutions as well as PM duties at the same time. Strong knowledge of Microsoft Teams enterprise voice, including calling plans and direct routing. Able to drive telecom system migration projects and enhance operational efficiency for global organizations.

EXPERIENCE

IT Solutions Architect / Project Manager - DXC January 2022 - Present

Led integration of Amazon Connect into large-scale telephony migrations, strategically aligning voice solutions with business operations.

Collaborated with business stakeholders to design and implement scalable communication solutions that improve customer service and operational efficiency.

Provide strategic leadership on cloud migration, including Amazon Connect, enhancing organizational agility, for better business outcome.

Led large-scale Telephony system migrations.

Architect custom and reusable IT solutions for operational scope and Enterprise level organizations.

Migrated numerous OnPrem Legacy Telephony Systems (Cisco Cubes) over to MS Teams.

Manage the implementation of Microsoft Teams calling plans or direct routing, ensuring seamless integration and minimal disruption to

business operations.

Migrated numerous OnPrem Legacy Telephony Systems (Avaya) over to Amazon (AWS).

Collaborate with stakeholders to gather and document voice requirements, ensuring alignment with business needs and objectives.

Conduct thorough assessments of existing telephony workloads in various locations, identifying current systems and configurations.

Provide technical expertise and support throughout the transition process, addressing any issues or challenges that arise.

Conduct training sessions and create documentation to support end-users and administrators in using the new telephony systems.

Capture and share architectural IP at the solution level, adhering to best practice configuration principles.

Define and implement architectural governance - Program and Enterprise or Operational scope.

Perform complete cradle-to-grave leadership solutions and oversee the process with emphasis on internal/external experienced vendors.

Implemented and supported telecommunications systems for improved connectivity and efficiency.

Collaborated with team members to solve complex problems and optimize network performance.

Meet with prospective partners, sales team members, and current partner strategists, to understand their business objectives.

Translate these objectives into a clear understanding of the process and timeline for the stakeholder, as well as a documented workflow for internal technologists.

Coordinate and lead meetings with end clients, vendors and other SMEs to provide IT solutions

Lead architecture and project implementation team in complex, medium to large opportunities.

Develop for clients technically or operationally feasible long-term IT strategies and plans.

Assess the business impact of multiple technologies/strategies.

Identify and address technical or operational risks.

Provide review/input on project activities for large enterprise or global-level projects.

Provide Cost Opt. guidelines to recommend or assess opportunities to reduce costs or improve efficiency.

Collaborate with management, project managers and technical teams to develop detailed project plans and work breakdown structures for large enterprise or global-level projects.

Develop and deliver sales presentations at CEO/COO/CIO levels for large, complex opportunities.

Work with Internal and external vendors to provide QROM’s and SOWs to the end client.

Technology experience with Avaya, Cisco, Mitel, Amazon, AudioCodes, Microsoft Teams and others.

Virtual Sr. Cloud Voice Engineer - Aerotek Contractor for Best Western January 2021 – January 2022 (1 year contract)

Worked with internal stakeholders to implement Amazon Connect, aligning the solution with operational and customer service goals.

Contributed to optimizing call routing systems, improving customer interaction quality and satisfaction.

Implemented Amazon Connect call routing systems, optimizing business processes and driving decision-making through real-time customer data analysis.

Worked with key business leaders to align cloud voice solutions with broader company goals, enhancing customer satisfaction and reducing operational costs.

Managed strategic integrations of Amazon Connect, improving customer service metrics and ensuring smooth service delivery aligned with business priorities.

Oversaw the designing and maintenance of call routing scripts in Amazon Connect / AWS

Contributed to product backlog management and prioritized tasks to ensure alignment with business objectives.

Ensured the product backlog is visible, transparent, and clear to all.

Ensured call center metrics are reliable and available for our reporting teams.

Vendor management of our call center directed service provider.

Completes user requests on time, to ensure business objectives are met

Design solutions with Cyber Security as a primary focus.

Work with Cherwell ticketing system and Jira Agile Scrum Platform

Design independent IVR structures as well as Interacting DynamoDB structures

Engineered voice technology solutions to enhance communication systems and networks.

Provided technical support for various cloud technologies and virtual networking platforms.

Utilized Intents and Utterances to implement an Artificial Inteligence (AI) Lex solution powered by Automatic Speech Recognition (ASR) and Natural Language Understanding (NLU).

Avaya and Amazon Cloud Infrastructure Designer / Call Flow Engineer / Telecom Project Manager

DXC Contractor for Insight Global October 2015 – January 2021

Collaborated with stakeholders to ensure seamless integration of voice systems, understanding business needs and translating them into scalable technical solutions.

Spearheaded migration of legacy systems to Amazon Connect, demonstrating how cloud technologies can transform business operations.

Worked with clients to develop tailored strategies that leverage Amazon Connect for optimized service and operational decision-making.

Provided technical leadership & support, ensuring the transition of telephony solutions aligned with business needs and objectives.

Presently a Lead Engineer/PM in charge of migrating on-premises Avaya IVR’s for numerous global organizations over to the AWS Amazon Cloud Infrastructure / Agile Service Desk platform.

Designed, built and supported numerous cloud-native application solutions

Collaborate with stakeholders to gather and document voice requirements, ensuring alignment with business needs and objectives.

Conduct thorough assessments of existing telephony workloads in various locations, identifying current systems and configurations.

Provide technical expertise and support throughout the transition process, addressing any issues or challenges that arise.

Familiarity with network infrastructure and VoIP technologies

Manage and track multiple projects to meet business objectives and deadlines with weekly status calls.

Experience with Amazon technologies such as Lambda, Json scripting, Polly, Amazon Connect, Routing profiles, VPN, Glacier, DynamoDB, Contact Flow Designs, contact attributes, Call Center Routing and integration of Service Now to utilize CTI and Callback assist.

Configure and maintain Skype and Microsoft Teams meetings by assigning dial plan scope levels.

In charge of training, mentoring and motivating other team members on proper Avaya and Amazon procedures.

Multitask and design IVR Call Flow solutions for companies all over the world on a follow the sun basis.

Currently supporting MSC3 Avaya systems that entail Contact Center, CMS, One-X agents and Session Manager

Provide remote support diagnosing, troubleshooting and resolving complex system disruption issues.

Interact with business leaders, Product Managers and Developers from other departments and organizations to meet all deadlines in numerous fast paced environments.

Developed basic strategies that revolved around communication and the scope of the project to satisfy the customer’s needs

Organized meetings with stakeholders to make sure all timelines are met, and tasks accomplished.

Gathered Telecom and equipment quotes for materials needed. Confirmed all were within range of the project.

Coordinate with preferred carriers to deliver toll free and PSTN services.

Coordinate with developers to complete call flow builds on Avaya and Amazon AWS

Collaborated with internal and external vendors as well as lower, middle and upper management.

Telecom Project Operations Manager - OneSource Building Technology August 2012 – October 2015

Managed project operations to ensure telecom solutions met client requirements and business objectives, overseeing the execution of large-scale, high-volume projects.

Maintained ustomer relations through consistent communication and project delivery, ensuring client expectations were met and services provided effectively.

Managed roject operations to ensure telecom solutions met client requirements and business objectives, overseeing the execution.

Managed the operations of various multi-million-dollar high complexity/high volume projects utilizing Scrum.

Cable infrastructure work which dealt with cat 5, 6 and fiber in Service centers and telecom closet

Ensure my team properly coordinated work at approximately 500 different sites every month

Negotiate rates and confirm that my team’s billing is completed properly on a per-site basis.

Negotiations include an assurance that the project sustains a minimum of a 30 - 40% profit margin. Most projects were able to maintain 62% profit margin

Report results to Upper Management as well as provide detailed reports and accountability to our customers

Managed a .local and international team of 30 Project Coordinators (20 in the States and 10 in El Salvador)

Napoleon R. Velasquez 713-***-**** *********@*****.***

Voice Operations / Engineer - Comsys contractor for American International Group July 2010 – August 2012

Perform voice tasks as it relates to vectors, call centers and everyday switch operations.

Provide technical support on Avaya G3R switch, Avaya 8800 switch, Avaya G450 Media Gateway, Avaya Audix Voice Mail System, Message manager Voice Mail System, Verint Systems, NICE systems and CMS Systems

Manage vendors and other technicians on voice related issues.

Performed Service Management work, implemented and coordinated Service catalog work from scratch

Voice Engineer / Manager PM - Hewlett Packard / Bank of America August 2003 – April 2010

Collaborated with long distance vendors to configure and re-route 800 numbers.

Due to new Government regulations completed a Nationwide Caller ID project for the Bank

Orchestrated to produce cost savings of approximately $2.4 Million from Bank of America’s overhead due to a project in which we located, performed proper analysis and removed unneeded circuits.

Produced all necessary technical, project documentation, reports & communicated with other project areas within the technology sector.

Communicated technical requirements to associated telecommunications engineering team members and coordinated the implementation of telecommunications solutions to meet business needs.

Interacted with systems such as Gatekeeper, COMG, Project Time, Aldea, PBXr and Peregrine.

Independent Consultant Work November 2001 – August 2003

Performed project work for companies such as Halliburton, Walmart, Blackman Mooring Services, Walkercom, City of Houston, TX Dept. of Transportation, Chase Bank and MCI Worldcom.

Installed and troubleshot satellite terminals and equipment.

Planned and coordinated various projects regarding adds, moves and changes.

Dealt with wiring schematics and blueprints to determine the proper floor layouts.

Line & jack installs, cable pulls as well as programming of the switch

Installed Cat 3, Cat 5 and Fiber Optic lines.

Planned and coordinated various projects regarding adds, moves and changes (MAC)

PBX Telecommunications Technician & Project Worker - Lyondell Chemical Company February 2000 – November 2001

Installed and maintained circuit ID cards as well as digital and analog lines.

Organized and maintained telecom closets that housed infrastructure cabling.

Organized trunk and hunt groups as well as vectors and calling routes.

Saved the company over $10,000 by reducing excess usage of voice lines and digital cards.

Troubleshot, programmed and performed maintenance on specialized hardware.

Monitored the Avaya, Lucent, Definity G3r and G3SI switches, performed tests and reports.

Performed troubleshooting and condensed the various inbound/outbound trunks.

Organized trunk and hunt groups as well as vectors and calling routes.

Performed cleanup projects on the PBX.

Worked on maintaining and establishing video connections when needed.

Analyzed CMS reports and switch error logs

Performed backups on the Intuity Audix system and the Avaya PBX G3r system

Troubleshot and condensed the various inbound/outbound trunks.

CERTIFICATIONS & TRAINING

Master Project Manager (MPM)

Certified Scrum Master (CSM)

Amazon Agile Service Project Manager Engineer

Trained in Project Management with emphasis on Scrum Sprints and Ceremonies

Management Training courses via Seminars and Online courses

Halliburton Certificate in HalLink Satellite Remote Systems

A+ Certified Professional

Lucent/Avaya Certified as Definity Basic Administrator

Systems Administration

Social Media Certified (SMC)

Social Media Marketer II Certified (SMMC)

SKILLS

Solution Architecture

Cloud Migration (Amazon)

Project Management

Telecommunications Systems

Technical Leadership

Cost Optimization

Operations Managenent

Vendor Management

Cybersecurity

Agile Methodologies

Stakeholder Management

Cloud Technologies

Microsoft (MS) Team

Voice Engineering

Technical Documentation

Network Performance Optimization

Sales Presentations

Social Media Marketer

E-Commerce

Napoleon R. Velasquez 713-***-**** *********@*****.***

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