Project Manager Technical
Resume:
Laurie Hickok
I am an outstanding technical project manager with 28 years
managing projects in Telecom, IP and Cloud-based services, and over 12 years specific to Public Safety. Skilled in running multiple complex customer projects. Management and leadership experience, successfully supervising operations customer-facing team of professionals. Strong communications skills with results driven by technical experience. Highly organized and initiative-taking, with the ability to achieve personal and corporate goals.
Strong team-building skills
Developed change management and incident management processes
Executed implementation plans to meet business goals
Scrum experience: Product Owner for Transition/Migration Services Team
Customer-facing experience for over two decades
Excellent liaison between internal groups to implement solutions efficiently
Extensive knowledge in telecommunications, IP, API/Cloud- based products
Deployed the first in nation state-wide Next Generation 9-1-1 in the State of Iowa
Professional Experience
Motorola Solutions, Inc.
Sr. Manager, Technical Planning & OPs
9-1-1 Next Generation Core Services
August 2022 — December 2024
Directly managed a team of six people, working on the deployment for NYPD/NYFD Next Generation 9-1-1. Matrix managed an extended team of 22 Responsible for technical planning, scheduling, and execution of NYC NGCS 9-1-1 project Managed and developed work breakdown structure
(WBS) prioritizing engineering tasks to meet project requirements/timelines Oversaw third-party vendors to ensure compliance with contractual obligations Managed Engineering workflow using JIRA Managed Customer escalations to resolution Led cross-functional initiatives to enhance customer experience and product adoption Day-to- day communications with the City of New York and agency representatives Verified and managed FCC Regulatory standards for 9-1-1 call processing Oversight of Change Orders to align with engineering requirements
Des Moines, Iowa
********@*****.***
Leadership Experience
Knowledge of Engineering
Scheduling
Communications Skills
Testing Skills
Technical Management
Work Breakdown
Structure
Change Orders
Customer Experience
Regulatory Compliance
Wireless Communications
JIRA
Project Management
Data Centers
Telecommunications
Sharepoint
Microsoft Office 365
Google Suites
Visio
MS Project
Planview
Smartsheets
Sr. Technical Project Manager January 2020 — August 2022 9-1-1 Next Generation Core Services
Created customer project reporting Responsible for technical planning and documentation Set priorities for the Engineering team Created Work Breakdown Structures to prioritize engineering tasks Managed escalations between internal and external teams Prepared updates for the executive team Established KPIs (Key Performance Indicators) Managed the planning and execution of 9-1-1 OSP/Dispatch Center migrations Created processes for Onsite testing and documentation Coordinated Engineering teams, Network Ingress, Egress TDM, E2, and SIP connections
Project Manager/Vendor Manager December 2019 – January 2020 9-1-1 Next Generation Core Services
Project Manager for six locations for Data Center deployments, ground up to completion Managed rack and stack of data center equipment Established cable matrices Managed fiber runs, inside and outside plant Managed working relationships with our Data Center/Colocation partners Verified and ensured best practices in data center Supervised third-party Vendors for Vesta Router solution – Next Generation Core Services Customer-facing interface for the migration of three dispatch centers in Florida Deployed Dispatch Center migrations consisting of ALI/MSAG/ECRF and RTP Owned writing and executing project plans Windstream Wholesale Services
Sr. Consultant, Service Manager July 2019 – December 2019 Accountable for ensuring service assurance for the Elite customer group Day-to-day communication with our Content Partners, Google, Amazon, Facebook Customer’s one point of contact for escalations Responsible for Quarterly Business Reviews Worked with Sales teams to assist with enhanced customer experience Established processes with internal support teams
RapidSOS
Director, Implementation & Technical Support May 2018 – April 2019 Managed and resolved trouble tickets for customers and vendor partners Ensured customer satisfaction and successful implementations Interfaced with Engineering, Product, and Public Safety teams to provide Customer solutions Managed staff of four, Tier 1, Tier 2, Field Resources Issued credentials to vendor partners in both Sandbox and Production Worked on updating API documentation Worked with Engineering on future product capabilities Planned and executed Statewide deployment of RapidSOS Location services in the State of Indiana and the Commonwealth of Massachusetts
Comtech Telecommunications Corp. (fka Telecommunication Systems, Inc) Client Services Manager August 2011 – May 2018
Next Generation 9-1-1, Safety and Securities Group Statewide Next Generation 9-1-1 Network deployment and implementation Interacted with customers to address their needs and implement solutions Responsible for weekly status meetings, Quarterly Business Reviews Interfaced with Engineering, Provisioning, and internal groups to strengthen communication amongst team members Stood up two full data centers for all wireless 9-1-1 traffic Site visits with Colocation partners to select geo-diverse locations. Worked with electrical, cable, and equipment vendors to support engineering design Oversight for testing data centers prior to launch Deployed statewide Text to 9-1-1 for the State of Iowa Met deadlines for statewide deployment to ensure Federal Funding requirements Managed two Field Technicians in support of the Iowa NextGen 9-1-1 Network Managed implementation of call-taking equipment for statewide deployment in South Dakota Managed the statewide Next Generation 9-1-1 deployment in South Dakota Direct oversight of the circuit service providers for South Dakota 9-1-1 deployment Set schedules and priorities for the field technicians Managed day-to-day activities for Next Generation 9-1-1 project for NCTGOG (North Central Texas Council of Governments) Prepared project schedules for NCTCOG call taking equipment upgrade Managed Carrier circuits for the Commonwealth of Massachusetts 9-1-1 NGCS deployment Verified Carrier Partners could successfully move to IP protocol McLeodUSA/PAETEC
Director, Account Development, Wholesale August 2007 – Nov 2010 Telecommunications, fiber-based CLEC
Managed quarterly base revenue retention of $35M-$48M at 100% Managed a team of 13 Account Managers Accountable for career development planning and conducted performance evaluations Ensured customer satisfaction and success Escalation points of contact for customer base Reviewed and approved all customer credits, as well as account financial audits
Developed training plans for staff
Senior Manager, Wholesale and Indirect Channels Jun 2006 – Aug 2007 Managed six Carrier Account Managers Created process for new product releases Managed all customer orders through implementation Accountable for customer satisfaction Project management of complex fiber builds working with outside plant Reviewed contract language to ensure alignment and fulfillment of expectations Successfully launched three wireless markets, ensuring adherence to implementation plans and deadlines Set schedules and due dates for the engineering team, outside plant, and operations Coordinated with the customer and set expectations
Relevant Information
Leadership/Management Training, Motorola Solutions Business English, DMACC
Leadership Competencies, PAETEC
Management Training, McLeodUSA
ISO/TL900 Training, Telecommunication Systems, Inc./Comtech
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