Project Manager Technical

MARK STAMPS

972-***-**** *********@*****.*** McKinney, TX

LinkedIn: linkedin.com/in/mark-stamps-37631a4

Professional Summary

High performing professional with over 20 yrs experience delivering high impact work in IT industry. Skilled at developing strong internal and external relationships to facilitate the collaborative achievement of organizational goals. Confident in ability to operate effectively in a fast-paced environment. Committed to lifelong learning and going the extra mile to facilitate continuous improvement.

Work Experience

Technical Project Manager,

Bank of America / Wipro, Plano TX August 2, 2021 – March 27, 2024

Managed end-to-end project lifecycle for mobile and desktop applications, integrating infrastructure solutions across 5+ data centers, contact centers, and application development environments.

Delivered milestones, project planning, risk mitigation, UAT testing, Risk, and deployment tracking.

Leveraged Agile, Waterfall, and Scrum methodologies to optimize workflows and enhance collaboration, accelerating project timelines.

Implemented risk management strategies, capacity planning, and change management activities while partnering with internal audit and regulatory teams.

Streamlined communication using tools like Jira, Confluence, Clarity, AI, and Google Drive in cloud and database environments (AWS, Genesys Cloud).

Project Management Lead - IVR Development,

Verizon Business / Infosys, Richardson TX January 3, 2019 – June 18, 2020

Directed projects, updates, reviews, and validations over 4 onshore/offshore teams for IVR and contact center technologies using Agile/Waterfall/SDLC methodologies.

Delivered 10+ infrastructure projects with Genesys IVR, AWS, Azure, and Genesys Cloud solutions.

Managed design requirements, risk analysis, change management, project plans, QA, and milestones for 100% on-time delivery.

Achieved scalability improvements using Jira and Confluence while partnering with stakeholders.

IS Technical Project Manager,

CVS Caremark / Randstad (Contract), Richardson TX July 10, 2017 – April 30, 2018

Executed 6+ migration and upgrade projects for contact center technologies, resolving recording deficiencies, change management, and maintaining regulatory compliance.

Reduced costs and improved efficiency by 20% through Genesys Cloud migrations.

Delivered high-impact initiatives using tools like Aspect WFM/PM, Salesforce, Genesys GVP/Cloud, Mattersight Call Recording, NICE Legacy, and InContact-CXOne.

Senior Systems Engineer / Project Manager,

Citi Bank / TCS (Contract), Irving TX September 8, 2015 – May 29, 2018

Spearheaded NICE Call Recording projects across data centers, achieving 99.9% execution success.

Managed requirements gathering, QA/UAT testing, and deployment for contact center technologies.

Improved productivity by 15% through optimization of tools like NICE InContact-CXOne, Aspect WFM/PM, Salesforce, and Genesys GVP ensuring compliance and internal control requirements.

Nice SME Project Engineer,

C3Connect, Provo UT December 7, 2014 – September 4, 2015

Recovered NICE Call Recording outages, leading $2M+ upgrade projects with 100% on-time delivery across hosted platforms.

Enhanced system uptime by 10% through effective system administration, monitoring, and tracking.

Managed project planning and deliverables, ensuring seamless execution within defined timelines in Agile and SDLC methodologies.

Nice Application Development,

JP Morgan Chase / Vbeyond (Contract), Dallas TX December 12, 2013 – August 2014

Directed 7+ NICE Call Recording deployments, increasing call capacity by over 50%.

Oversaw vendor relations, risk management, quality control, and resource coordination for analytics-driven implementations.

Optimized capacity planning, monitoring, and performance forecasting in collaboration with network and database teams.

Operations Project Consultant,

Bank of America / SkillStorm (Contract), Plano TX April 2013 – December 2013

Delivered expertise in NICE Call Recording, VoIP, and Avaya technologies across 10+ projects, boosting system efficiency by 15%.

Designed VOIP standardization for 5+ data centers, reducing call routing errors and increasing uptime.

Deployed solutions across 3+ enterprise contact centers, enhancing system uptime by 20% through next-gen VoIP implementation.

IVR Genesys SME,

Verizon Business / Omnikron (Contract), Richardson TX July 2012 – February 2013

Led deployment for major healthcare client (Kaiser Permanente) environment, achieving 100% system integration into regional data center.

Delivered large-scale contact center solutions nationwide, migrating systems to Genesys GVP, IVR, IR, Nice Call Recording, and Cisco platforms.

Coordinated technical design documentation and training sessions with design teams and stakeholders.

Nice Consultant,

Blue Cross Blue Shield of Texas / CompuPros (Contract), Richardson TX March 2012 – July 2012

Oversaw Nice Call Recording integrations with Avaya and Genesys routing platforms across 3 data centers.

Directed requirements gathering, vendor proposal reviews, and system design for migration projects.

Delivered uptime improvements of 99% with response time reduced to 24 hours.

Senior Systems Engineer AVP,

Bank of America, Brea CA July 2009 – November 2011

Piloted reclamation projects, restoring network traffic and increasing system performance by 25%.

Optimized infrastructure implementations across 5+ data centers, resolving 99% of production outages within SLA timelines.

Managed team of 6 SME members, driving deployment and best practices for NICE Call Recording.

Prior Experience

Project Manager Contractual,

Apollo Tech Solutions, San Diego CA Oct 2008 - Feb 2009

Telecom Project Engineer,

LPL Financial – (Contract), San Diego CA Aug 2007 - Oct 2008

Implementation Engineer,

Nice Systems, Denver CO Dec 2004 - Feb 2007

Education

Bachelor of Science - Computer Information Systems

Metro State University, Denver, CO (Incomplete)

Associate of Arts: Business

Arapahoe Community College, Littleton, CO

Certifications

Fundamentals of Project Management

Certified Associate in Project Management

Six Sigma Black Belt

NICE Certified Training CXone, NCSA, NPCA

ASP.NET, VB.NET, C#

Military Service

United States Navy, San Diego, CA, Aviation Electronics Technician E3, Armed Forces Expeditionary Medal

Technical Skills

AWS

Azure

VMware

Hyper-V

Agile

Nice InContact

Nice CXone

Genesys Cloud

Genesys IVR

Waterfall

Five9

PBX Voip SIP

SDLC

Dell PowerStore

Budget Analysis

SQL

Oracle

Python

PowerShell

Risk Analysis

Jira

Confluence

ServiceNow

Clarity

Quality Control

Change Control

Telecom

Contact Center

Data Center

Salesforce

SQL

AI

Data Convert

Audit Review

Db Migration

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