Project Manager Management

Michael C. L. Hauser

Raleigh, NC ***** 919-***-**** ***************@*****.*** hƩps://www.linkedin.com/in/michael-hauser-796b2914/ PROJECT MANAGER

Project Manager with a demonstrated history of working in the informaƟon technology and services industry. Extensive experience providing the highest level of customer service, including training teams and individuals to do the same. Well-versed in execuƟng complex projects in fast-paced working environments. Known for being highly producƟve and organized with a vast knowledge of the mortgage and banking industries. Adept at helping enterprises to master digital transformaƟon and innovaƟon with a Bachelor of Science in Business AdministraƟon, Masters of Business AdministraƟon, PMP, Advanced ITIL, CSM, and CSPO. KEY SKILLS

Leadership Project Management Quality Customer Service Strategic Planning Training & Development Client Services Management Business OperaƟons Conflict ResoluƟon Problem Solving PROFESSIONAL EXPERIENCE

VERIZON, Cary, NC April 2015 - April 2025

Senior Analyst – Program & Project Management, May 2023 - April 2025 Executed and maintained project management processes in the areas of project schedule, quality management, communicaƟons management, risk/issue management, and change management.

Developed and maintained project schedules, plans, and calendars with the input and assistance of transiƟon leads.

Facilitated team meeƟngs, providing meeƟng minutes and documenƟng acƟon items.

Built strong communicaƟon channels with internal stakeholders in various departments: Sales, Professional Services, IT OperaƟons, Development teams, Release Management, Ordering, and Networking.

Tracked tasks assigned to the project team and prepare regular status reports.

Tracked project changes and produced updated schedules.

Influenced conƟnuous improvement of project management methodologies, including assessment of project delivery capabiliƟes, gathering and reporƟng performance metrics, establishing corresponding targets, and measurement of on- going progress.

Ensured smooth communicaƟon within the project team. vendors, and other cross-funcƟonal teams.

Interfaced with internal/external stakeholders on a regular basis to share criƟcal updates and progress on acƟon items.

Prepared and documented support documentaƟon and acceptance criteria for project.

Gathered and reported performance measurements on-going throughout the project progress.

Oversaw change management process; secured alignment of customer, Verizon, and Third-Party vendor service processing systems.

Supported the Business Account Team in processing invoices for services.

Created and managed project plans, using MicrosoŌ Project and JIRA. Client Service Manager / Service Program Manager, August 2019 - April 2023 Supported 2-6 business/commercial customer accounts. Resolved billing, ordering, and service issues.

Resolved complex business problems or escalaƟons by collaboraƟng with internal and external stakeholders.

Acted as escalaƟon point of contact to customers for all service-related maƩers and led efforts to escalate across internal funcƟonal groups to resolve service or client business impacƟng issues.

IdenƟfied sales opportuniƟes within the base that drove new revenue growth.

Maintained a thorough understanding of products and soluƟons that led to future sales.

Held accountability for all issues related to service areas: repair, ordering/moves, adds, changes, and disconnects (MACD), billing, disputes, and acƟon items, disconnects, enƟtlements, financial reviews, service reviews, and quarterly reviews.

Guided the invesƟgaƟon of the underlying cause of incidents, and prevenƟon of incidents of a similar nature from recurring.

Consulted with subject maƩer experts (SMEs), Network Engineering, Account Managers, SoluƟon Architects, and Network Analysis organizaƟons to reduce the number of incidents.

AcƟvely pursued qualified sales leads through a keen awareness of customer’s moƟvaƟon for buying and target outcomes.

Assisted the Program Delivery Manager in all governance duƟes, as directed. Provided business support and coordinaƟon during global implementaƟon and projects.

Established, implemented, and monitored the change management process, including facilitaƟng quarterly, monthly, and weekly management review meeƟngs.

Michael C. L. Hauser ***************@*****.*** Page 2

Issued relevant change control status updates and facilitated in-scope and out-of-scope changes.

Established the format of the periodic change management reports and provided the report for all Verizon core services.

IdenƟfied any issues discovered regarding Verizon’ performance, including failure by Verizon to meet any Service Level Agreements (SLAs) and presented a “resoluƟon plan” to Program Delivery ExecuƟve to resolve.

Coordinated with the Network OperaƟon Center (NOC) for all moves, adds, changes, and disconnects (MACDs) processed through the Customer Portal.

Communicated changes, using the agreed change management processes.

Supported the Account Team in all problem escalaƟons/noƟficaƟons associated with scheduled network maintenance and planned outages.

Built strong communicaƟon channels with external vendors and internal stakeholders in various departments (Sales, Professional Services, IT OperaƟons, Development teams, Release Management, Project Engineers, Service and Repair Desk, and Networking).

CulƟvated strong communicaƟon channels with internal stakeholders in various departments. Project Specialist / Project Coordinator, April 2015 – July 2019 Worked on small, medium, and large projects for business accounts. Porƞolio of projects had 20-30 projects globally.

Assisted in the processing of VoIP MAC (Moves, Adds, Changes) Requests.

Worked as a Tech handling VoIP Premium Services projects for commercial customers.

Created and maintained project documentaƟon and plans, using Clarity and MicrosoŌ Project.

Executed and maintained project management processes in the areas of project schedule, quality management, communicaƟons management, risk/issue management, and change management.

Developed and maintained project schedules and calendars.

Led project meeƟngs, providing meeƟng notes and acƟon items. Built strong communicaƟon channels with external vendors and internal stakeholders in various departments (Sales, Professional Services, IT OperaƟons, Development teams, Release Management, Project Engineers, and Networking).

Tracked tasks assigned to the project team and prepared regular status reports and follow-ups.

Tracked project changes, prepared and submiƩed change requests, and produced updated project schedules/plans. Gathered and reported performance measurements on-going throughout the project progress.

Ensured smooth communicaƟon within the project team and other cross-funcƟonal teams. Interfaced with internal and external stakeholders on a regular basis.

Prepared and documented support documentaƟon and acceptance criteria for projects.

Made use of the following soŌware programs: Clarity, Ocean, ESAP, NSAP, Unified Ordering Task Management (UOTM), Enterprise Ticket Management System (ETMS), Enterprise SoluƟons Plaƞorm (ESP), Integrated AdministraƟve Console (IAC), SharePoint, and other soŌware tools.

Trained new employees to the department.

Developed internal ITIL FoundaƟon training program and facilitated training for 34 employees.

Reassigned as a ResidenƟal Service RepresentaƟve in the Richmond Call Center for 7 weeks during Emergency Work Assignment (EWA) in 2016.

ADDITIONAL RELEVANT EXPERIENCE

NORTH CAROLINA EDUCATION LOTTERY, Raleigh, NC - Project Manager KELLY SERVICES / GTECH, Durham (RTP), NC, - Retail Trainer (Contract) CREDIT RISK MANAGEMENT, LLC, Raleigh, NC - Training Director SUPERIOR ONE MORTGAGE GROUP, INC, Raleigh, NC - Contract Training Manager QUALEX INC., Durham, NC - Training and OrganizaƟonal Development Manager FIRST UNION CORPORATION, Raleigh, NC - Training Manager/Consultant MILITARY EXPERIENCE

UNITED STATES ARMY RESERVE, CharloƩe, NC

Major (P), Infantry and General Staff Officer, ReƟred Michael C. L. Hauser ***************@*****.*** Page 3 EDUCATION

Master of Business AdministraƟon (MBA)

MARYMOUNT UNIVERSITY OF VIRGINIA

Bachelor of Science (BS) in Business AdministraƟon THE CITADEL, THE MILITARY COLLEGE OF SOUTH CAROLINA CERTIFICATIONS

CerƟficaƟon in Project Management (Lewis InsƟtute)

NORTH CAROLINA STATE UNIVERSITY

IT Professional CerƟficaƟon School

MYCOMPUTERCAREER.COM

LICENSES & CERTIFICATIONS

Project Management Professional (PMP) -- Project Management InsƟtuƟon (PMI), Number 1497267, ExpiraƟon Date: 04/10/2030.

CerƟfied Scrum Master (CSM) -- Scrum Alliance, Number 000955677, ExpiraƟon Date: 06/28/2027.

CerƟfied Scrum Product Owner (CSPO) -- Scrum Alliance, Number 000601981, ExpiraƟon Date: 06/28/2027.

ITIL Intermediate, ConƟnuous Service Improvement (CSI) CerƟficaƟon, EXIN Holding B.V.

ITIL FoundaƟon CerƟficaƟon in IT Service Management, EXIN Holding B.V.

A+ CerƟfied, CompTIA, Number COMP001020728422, ExpiraƟon Date: 09/11/2017.

Network+ CerƟfied, CompTIA, Number COMP001020728422, ExpiraƟon Date: 06/19/2017.

Six Sigma Yellow Belt, Six Sigma Study, Number 699327.

MicrosoŌ Technology Associate in Windows Server AdministraƟon, Security Fundamentals, Windows OperaƟng System, and Networking.

BEACON SAP HR / Payroll, Office of the North Carolina State Controller, Instructor CerƟficaƟon.

North Carolina Licensed Mortgage Loan Officer, Number I-116982, ExpiraƟon Date: 06/30/2004.

Trust & Teamwork, Right Management Consultants, Instructor CerƟficaƟon.

Targeted SelecƟon, Development Dimensions InternaƟonal (DDI), Instructor CerƟficaƟon.

Strategies For High Involvement Leadership, Dimensions InternaƟonal (DDI), Facilitator CerƟficaƟon.

Skills For an Empowered Workforce Instructor, Development Dimensions InternaƟonal (DDI), Instructor CerƟficaƟon.

Frontline Leadership Program, Zenger-Miller, Instructor CerƟficaƟon.

Business Development Skills, Management of Human Resources (MOHR), Instructor CerƟficaƟon.

Contact this candidate