Global Project & Operations Leader with Delivery Excellence

Kristen Davis

919-***-**** *******.*******@*****.***

Project and Program Management Operations Management Engagement Management

I guide ships through the stormy seas of scope creep and deliver the treasure to the Client's Shore, safe and sound. A project maestro of sorts, orchestrating chaos into harmonious, on-time, on-budget symphonies.

Experienced Global Project Manager and Business Operations Manager focused on achieving the company’s strategic initiatives by providing delivery excellence. 20+ years of overall professional experience. Diverse experience in all phases of business and project management, analytics, customer service, IT/telecommunications, and operations/ workplace management, for leading IT, Telecommunications, Banking, Healthcare, and Hospitality companies. A results-oriented leader with excellent interpersonal, presentation, and communication skills.

Project Management •Program Management •Engagement Management •Business Operations Management •Executive Level Communication •Report Development and Delivery •Vendor and Contract Management •Process Flow Analysis •Data Network Infrastructure •Server Migration Management •VMWare Migration Management •M365 Migration Management •Security/ Aerospace Technology

Firewall Project Management/ Cloud Managed Services/ Software Development and Automation/ Aerospace Technology

CERTIFICATIONS

ITIL®v3 Foundations Certification

ITIL®v4 Foundations Certification

Six Sigma Yellow Belt Professional (ICYB) Certificate ID 628166

Scrum Fundamentals Certification Certificate ID 631117

Communication and Engaging Teams and Stakeholders Certification ID 115711621

How Culture Impacts Communication Certification ID 115211928

Professional Experience

Xerox- 13 Month Contract- Remote Greenville, NC

Transition Project Manager August 2024- October 2025

Responsible for project management from inception to delivery of printer content, device delivery, and software. Work on projects focused on migrations, vendor management of Printer IT services and operations, security, data protection, privacy, and database management for 100s of locations nationwide concurrently.

Led project management from inception to delivery of printer content and software, ensuring timely completion and quality standards.

Directed projects focused on migrations, vendor management of Printer IT services and operations, enhancing efficiency, and reducing system runtime by 75%.

Implemented robust security, data protection, privacy, and database management protocols, improving compliance and data integrity.

Handle internal/external reporting, SharePoint filing, and organizational tasks.

Managed several multi-million dollar projects across more than 600 locations within the AMERs and EMEA for leading airline, medical, and IT companies.

Working with Vendors RFI/RFP Process

Worked within Microsoft 365, Fieldglass, and Smartsheet

Follett Learning Solutions- 7 Month Contract- Remote McHenry, IL

Program and Project Manager Dec 2023- July 2024

Responsible for the project management from inception to delivery, separating two entities of one business, Content and software, into two separate business units. Working projects centered on migrations and vendor management of server IT separations for both content and software that includes IT services and operations, IT voice and networking, cloud operations and security, data protection and privacy, application development, and database management.

Project and Program management of multiple projects and work workflows centered around mergers and acquisitions

Strong ServiceNow migration project management

Projects I have led and managed cross-functional teams that have included, but are not limited to:

ServiceNow, Oracle NetSuite, Networking, File Share, Server Migration, VMWare Migration, Firewall/ Security, Licensing/ Contract, SOW, KPI monitoring, AZURE*, Active Directory, Etc.

Solution-based IT process and SDLC.

Excel/Word/MS Shop environment project tracking.

Modernizing financial workstreams between the two companies

VP-level liaising and directing of all project initiatives.

Interfacing with internal/external customers and across different senior-level leaders and their respective departments. (HR, A/R, Sales, Tech Support, IT Services/Operations, and Customer Support)

Internal/*external reporting and SharePoint filing/*organizational tasks.

Reporting directly to the VP of IT.

Builders First Source- 6 Month Contract- Remote Dallas, TX

Corporate IT Analyst- IT Business Management Dec 2023- June 2024

Responsible for IT Contract and Vendor Management, including Vendor contract record management and reporting. Working closely aligned with the IT Contract Administration Managers and further reporting to the headquarters’ Sr IT Vendor Manager and Legal Council engagement specialist.

Managing all IT Vendor contract records and storage

Reorganized filing process within Oracle NetSuite

Redirected all contractual storage requirements and naming conventions amongst multiple internal teams that utilize the information (Accounting, Vendor Management, VP Leadership, Project Management, Account Management, and Internal Data Network Infrastructure teams)

Parker Lord Corp- Randstad- 6 Month Contract- Hybrid Cary, NC

Global Data Network Infrastructure SR Project Manager Dec 2022- June 2023

Responsible for the project management from inception to delivery of Data Network infrastructure and Cyber Security projects for the Aerospace Technological framework of the business that include but not limited to disaster recovery process definition and testing, network related infrastructure projects such as upgrading to SDWAN at various locations, site specific projects to upgrade sites’ infrastructure including wireless WAPs, server infrastructure, network infrastructure, network configuration (IT/OT/IOT network segmentation), and any project where the main IT involvement is from an infrastructure perspective.

Organized, prioritized, executed, and tracked projects for the EMG IT Infrastructure organization

Managed projects based around EOL circuits and server replacements/ upgrades, and license renewals

Utilized a thorough understanding of the project lifecycle to prepare, lead, analyze, and maintain detailed project work plans and schedules using project-planning tools

Developed and delivered reports to key stakeholders summarizing objectives, deliverables, status, and metrics for projects.

Organized and managed priorities of the program/project deck within the assigned IT group.

Worked closely with functional stakeholders, held regular update meetings, and led project teams.

Developed project scopes, project plans, and project deliverables.

Conducted and/or actively participated in meetings related to designated projects, with internal and external partners

Using Agile Methodologies and using Microsoft Dynamics 365

Verizon Business Services- Hybrid (perm) Cary, NC

Global Program and Project Manager- Lead Specialist 2019–2022

Responsible for the project management from inception to delivery of facilities, Telephony (VOIP, SIP, UCCX, UCCaaS), Data Network infrastructure (SD-WAN, Security, WAN/ LAN architecture, SaaS), and Extranet projects, including but not limited to: New Site implementations, Decommissions/Downsizes, Change in Services, and development of partnered security solutions.

Full project life cycle ownership

Data Network Infrastructure Management

Executive-level communications and management

Business operations management

Project budget Analysis/ Management

Risk Management

Change Management

Software Development- SAP for Automation (ERP) and CRM Development

Content Development

Security and Cloud Service Management (CMS)

Unified Communications as a Service (UCaaS) Management

Verizon Business Services- Apex Systems- 12 Month Contract Cary, NC

Global Project Manager 2018–2019

Xerox Global Contract and State Street Bank Global Contract

Global LAN/WAN, Voice, and Ethernet projects managed from conception to closing with a track record of successful completion and engaging all SMEs

Resourcing Subject Matter Experts (SMEs) for all project lifecycles as needed.

Managed EOL circuits/*server replacements, and license renewal projects

Change management tracking

Delivering on stakeholders' requirements by performing consistent quality checks, report delivery, and resource allocations

SharePoint updates and file storage management

Risk Analysis and Management through agile methodology practices

Vendor Management and Timeline Implementations

Founded Team Building Committee: Quarterly department newsletter development and execution, monthly “Brown Bag” learning sessions scheduling, and quarterly events

Fred Anderson Nissan Raleigh, NC

Business Development Manager 2017-2018

Responsible for building, developing, and fostering relationships with potential clients.

Create, develop, and manage sales growth opportunities within the Fred Anderson Nissan dealership through

client relationship development.

Educate dealership staff on the full line of company-supported products and program offerings through hands-on engagement as well as corporate overview presentations

Create innovative marketing options for dealerships to utilize company products to expand their territorial footprint, enhance and/or retain competitive advantage, and improve overall profitability metrics.

Cisco Systems Inc.- Hybrid- Perm Research Triangle Park, NC

Global IT Engagement Manager 2014–2016

IT Engagement Manager for the Cisco partnership with Bank of America (BOA) to support their Global (EMEA, AMERs, and APAC) Data Network Infrastructure's Cloud and Managed Services contract development and delivery. In August of 2014 the Bank of America transitioned its Global Network support to Cisco. We had 45 days to understand the customer environment, identify key stakeholders, recognize risks, and build the process docs from the ground up, all achieved through rigorous project planning and hitting deliverables on time for a seamless Go-Live. As a pivotal Member of the CMS support team (Engagement Manager), I lead process reviews with the client and previous vendors to gain insight into the support needed. As well, part of my responsibility was to develop and build out the training SharePoint portals for all of the service desk and change management teams. Also, managed specialized software development (ERP – SAP) and CRM development with software engineers as needed for the automation of Cisco's and BOA's different reporting tools and systems to comply.

• Managed executive engagement and resource allocations driving Cisco's BOA's executive portfolio decisions.

• 1 of 2 liaison between Cisco's dedicated CMS management team and Bank of America's IT VPs, as well as, departmental end-users, technical analysts, information technology analysts, consultants, and other governmental organizations in the analysis, design, configuration, testing, and maintenance of case management systems to ensure optimal operational performance.

• High-level global project management and business analysis around external and internal processes, metric development, escalation processes, engineering development, resource management, tool development, etc.

• Implemented Agile practices, with managing & guiding multiple project teams to adopt SCRUM framework, troubleshooting & resolving issues.

• Responsible for aggregating and distributing weekly SLA summaries, preparing the monthly/ annual reporting pack, and managing project tasks/resources for key projects

• Point for IT data analyst SLA reporting, adherence monitoring, and administrative services to ensure the quality of data being reported

• Managed and developed the Reporting Analyst Teams: creating daily/weekly dashboards for all departments.

• Managed automation and customizations of the device monitoring application portal system (MAPs)

Time Warner Cable- Multiple positions (2009-2014) Morrisville, NC

Regional Account Manager II- TWC Business Class 2013–2014

Managed regional mid to C-level enterprise business services accounts, cultivated business relationships, and customized account services throughout the NC market areas.

Account management with an emphasis on optimizing sales and customer satisfaction in a highly competitive marketplace.

Contract negotiation management.

Manage project communication and issue escalation.

Develop and maintain a sales growth strategy.

Developed & grew account base by 20% over the first 2 quarters.

Creation of turnkey solutions with cost-saving initiatives that enabled customers and qualified prospects from diverse industries to maximize their efficiencies.

Established and maintained an account base package of 350 accounts.

Successfully turned 72% of leads into active account relationships

TWC Regional Customer Care Supervisor 2011–2013

Regional call center leadership role supporting both repair & billing teams that work with internal customers to coordinate and drive the resolution of critical technical issues and provide details on the status of the customer relationship to senior management.

Significant 'soft skill' capability to manage relationships and help facilitate the best solutions to challenges.

Managed and developed a team of 18-36 employees, monitoring calls, giving feedback, and interactive coaching for increased monthly metric fulfillment, including CSAT (customer response) survey score boost.

Participated in employee selection, training, and development.

Closing Supervisor, Evening MOD (Manager on Duty), responsible for ensuring the smooth operations of the entire RTP Customer Call Center, including but not limited to mission-critical and customer-facing IVR and inbound call distribution through monitoring call levels in our IVR closely with our IVR system engineer to modify our call trees to ensure proper flow-through and routing to different Call Center routed Call Queues.

Required monthly training syllabus in Technical Advancements, Business Strategy, Sales Management, Business Process Analysis, Employee Management, and Motivational Teaming Techniques

Developed process training programs designed to proactively improve productivity, call handling, first call resolution rate, and promotions of self-help options to recognize cost reduction potential.

Monitored team productivity

TWC Regional Inbound Sales Agent 2009–2011

Sold TWC Residential products and services, achieving and exceeding all monthly revenue and sales quotas through proactive consultative needs analysis with new and existing customers

Hospitality Management 1998-2009

Alliance Hospitality Management Inc., Raleigh/ Chapel Hill/ Durham, NC 2006-2009

Area Director of Sales

Exceeded room revenue budget for 2008 by $500K and the previous year by $1.9 million.

Exceeded 2007 area revenue goals by $1.2 million. Exceeded budgeted GOP by $800K.

Maintained market share with Star Report of 98%-105% month over month.

Developed and trained all sales teams toward sales goals weekly, monthly, and annually.

Conducted weekly revenue meetings to ensure revenue goal completion.

Ensure that the hotel is positioned correctly within the competitive market

Extended Stay America Cary, NC 2005-2006

General Manager

Developed and trained all sales teams toward managing overall hotel operations, accounts payable, inventory control, sales, human resources, and department managers.

Project Manager over interior renovation project; vendor management, franchise quality control, and legal requirements.

Park Plaza Resort/ ResortCom Intl., Park City, UT/ San Diego, CA 2003-2005

Assistant Operations Manager / Interim Operations Manager

Developed and trained all sales teams toward managing overall operations; the front desk operations, inventory control, housekeeping operations, and handled all accounting for the Time Share Resort.

Interim Ops Mgr. for 6 months.

Project Manager for an interior renovation project.

Homewood Suites- John Q Hammons Greensboro, NC 2001-2003

Front Office Manager

Managed the front desk, guest relations, and all operations during the evening shifts after general management had left for the day.

Handling all accounting and reservations as well as

Housekeeping needs during off- hours

Managed Suite Shop

Managed maintenance emergencies

All Star Movies, Port Orleans, and Flamingo Resort- Walt Disney World Resort Inc. Kissimmee, FL 2001

9-month College Internship Program

Front Office Check-In/ Reservations/ Luggage Assistance/ Housekeeping

Comfort Suites – Choice Hotels Greensboro, NC 2001-2003

Night Audit

Managed the front desk guest relations and all operations during the late-night shift after the entire hotel staff had gone home.

Handling all accounting and reservations as well as

Housekeeping needs during off hours, as well as running any laundry for the laundry department that came in the morning

Managed Suite Shop sales and inventory

Managed maintenance emergencies

Ran the financial Audit at night and refreshed the POS/ Check In systems for the next days sales and bookings

Sheraton- Four Seasons Resort and Conference Center Greensboro, NC 2000-2001

Front Desk Reception

Education

BA in Hospitality Management

University of North Carolina of Greensboro- Greensboro, NC

Bryan School of Business and Economics: Dept. of Marketing, Entrepreneurship, Hospitality and Tourism

Walt Disney World Resort College Internship Program- Kissimmee, FL

Fortune 1000 Company Training and Development at the Walt Disney World College (Transferable Classes)

Additional Information

Technology: SaaS, Procure, Documentum, Exigen, Verity, RightFax, UNIX, Jira, TEAMs, SLACK, Clarity, GCM, ETMS, nSAP, SharePoint, PeopleSoft, Salesforce, Remedy, SmartSheet, Jive, IWE, Citrix, WebEx, LMS, Visio, MAPs, Tableau, Kronos, Microsoft Office Suite: (MS Project, Microsoft Excel, Microsoft Word, Microsoft Power Point, OneNote, Microsoft Dynamics 365), NetSuite, Avaya, ICOMs, AAD, Docsis 3.0, ORACLE, Eleads, CMS, Fieldglass, UCCaaS, Jabber, CrowdAround, SAFe, Oracle NetSuite, SAP S/4 Hana, Rubrik, zScaler, SAS, AGILE, Aquera, CMS Services and Software, ServiceNow, Networking, File Share, Server Migration, VMWare Migration, Firewall/ Security, Licensing/ Contract, SOW, KPI monitoring, AZURE*, Active Directory, Exigen, Verity, RightFax, General IT Staffing, Outlook, UNIX, Quality Assurance Testing, Etc.

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