Project Manager Release

Denise Griffin, RDM Release Manager

*** ******** ***, *********, ****** States, 404-***-****, ***********@*****.*** PROFILE Project Manager with over 10 years of experience in telecommunications and project delivery. Proven ability to manage complex projects, ensuring alignment with budget, timelines, and quality standards. Expertise in BSS and OSS systems, with a strong focus on service activation and fault management. Demonstrated success in facilitating communication across teams and stakeholders, driving efficiency and data integrity. Committed to continuous improvement, leveraging advanced methodologies for optimal project outcomes.

EMPLOYMENT HISTORY

Jul 2008 Freelance Event Coordinator, Trinity Consulting Services, LLC Facilitated communication between clients and vendors. Coordinated all event logistics for timely, budget-compliant execution. Researched venues, arranged travel and lodging, and managed décor selection. Average hours worked varied weekly.

Apr 2023 — Nov 2024 RDM Release Manager, Insight Global, Inc. (Client Cisco) Coordinated routines to support Bank of America project delivery, including kick-offs and status reviews. Planned and managed delivery and dependencies across multiple teams, focusing on Data Center/DMZ. Supported OSS functions, including service activation and troubleshooting telecom circuits. Oversaw change management for network infrastructure delivery life cycle, ensuring scope aligned with agreed value and commitments.

• Facilitated stakeholder meetings and change controls for effective communication.

• Ensured delivery met cost, time, risk, and quality parameters.

• Utilised Confluence, Jira, and other methodologies for project tracking.

• Enhanced performance monitoring and fault management processes. Oct 2022 — Mar 2024 VOIP/DATA Project Manager, Apex Systems, Inc. (Client AT&T) Oversaw customer transitions between telecom contracts. Handled various escalation orders while accessing multiple client systems. Managed stakeholder expectations and coordinated with downstream teams. Employed data management tools like QuickBase, EBV, ROAR, STS, and MS Excel to maintain records and track milestones.

• Streamlined transition processes for DHS Voice, DOJ, and ICE accounts.

• Enhanced data accuracy and tracking through effective software utilisation.

• Facilitated communication between clients and internal teams to ensure smooth operations. Jun 2021 — Dec 2022 Disaster Recovery Specialist (Temporary), U.S. Small Business Administration

Managed high-volume call centre operations, addressing inquiries on declared disasters and SBA assistance programs. Conducted thorough research using multiple computer systems for applications and loans. Documented call activity and prepared necessary forms and correspondence.

• Responded to complex inquiries with detailed information.

• Enhanced customer experience through effective communication.

• Assisted in processing disaster assistance applications. Aug 2018 — Jan 2021 Project Manager, Collabera, Inc. (Client AT&T) Oversaw complex network services projects for AT&T, ensuring alignment with company procedures. Managed full lifecycle of data networks, covering planning, analysis, development, testing, and maintenance. Utilised data management tools to maintain accurate records and milestones. Coordinated with technical teams for seamless integration of BSS and OSS systems.

• Directed $15M+ portfolio, ensuring successful planning and implementation.

• Applied PMBOK principles for effective monitoring, control, and quality achievement.

• Enhanced knowledge of diverse project technologies including T1, Ethernet, and Cisco systems. Nov 2014 — Nov 2017 Project Manager, Service Delivery, AT&T Managed HALO SME for Area Manager Telco escalations and led special construction orders. Collaborated with technical teams to integrate BSS and OSS for efficient service delivery. Oversaw BSS functions, including customer account setup, bill verification, and dispute resolution. Partnered with stakeholders to identify and rectify automation issues, maintaining data integrity across platforms.

• Resolved 95% of Special Construction orders within 30 days.

• Participated in UAT testing and managed reporting.

• Advanced in Legacy T systems and HALO tools, ensuring SOX compliance.

• Investigated and resolved automation fallouts for key clients like Bank of America. Jun 2011 — Nov 2014 Implementation Specialist, Collabera, Inc. (Client AT&T) Oversaw end-to-end implementation of eaMIS/PNT circuits, including expedites, escalations, and address validation. Interfaced with Telco systems for timely updates while collaborating with Telco partners. Cross-trained in NIP functions, serving as SPOC between IXC and network groups.

• Successfully implemented over 900 projects.

• Achieved 36% reduction in cycle time.

• Maintained average work hours of 8 per day, Monday to Friday. EDUCATION M.B.A. International Business and Sports & Entertainment Management

B.S. Criminal Justice, Summa Cum Laude

B.S. Hospitality & Tourism Administration, Summa Cum Laude Project Management Certificate

SKILLS Project Management Expert

BSS Systems Expert

OSS Systems Expert

Stakeholder Communication Expert

Risk Management Expert

Data Management Expert

Jira Expert

Confluence Expert

Service Activation Expert

Fault Management Expert

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