Results Oriented IT Project Manager with Telecom/Banking Experience
Resume:
Jason West
Sutherland, VA 23885
****.******@*****.***
Results-oriented Project Manager with extensive experience in the telecommunications industry and Banking industry. Committed to supporting individuals with a focus on teamwork, versatility, creativity, and profitability. Able to sustain high levels of productivity and accomplish challenging goals.
Experience
TEKsystems, Richmond, VA
IT Project Manager – Global Technology
October 2021 – Present
Contract employee with Bank of America.
Manage all aspects of equipment deployment from: customer relationship, project plan of record, project schedule, cost, and inventory.
Prepared and delivered regular project status presentations to key stakeholders and senior leadership, highlighting progress, risks, dependencies, and mitigation plans.
Presented deployment metrics, timelines, and cost updates to stakeholders, enabling informed decision-making and timely executive approvals.
Complete change related requests in Remedy Change Management Tool.
Direct and complete equipment deployment activities for Consumer, Global Wealth Management and Enterprise locations across the United States.
Coordinate activities and ensure all disciplines directly involved in the project are in line with the project goals and objectives.
Act as point of escalation on behalf of Bank of America with third party vendors to meet project goals.
Determine frequency and content of status reports from project team, analyze results, and troubleshoot problem areas.
Manage day-to-day operational aspects of a project and scope.
Ensure project documents are complete, current, and stored appropriately.
Perform on-going status checks with the program team and periodic reviews with upper management.
Eplus Inc., Chester, VA
Project Manager/Senior Voice Engineer/Team Lead
August 2018 – October 2021
On Contract to Verizon to manage Commonwealth of Virginia
Managed voice and telephony-related projects, including upgrades, migrations, and service enhancements, ensuring minimal disruption to 24,000+ users.
Coordinated with Verizon, vendors, and internal teams to plan project timelines, track milestones, and resolve dependencies impacting voice services.
Led change management activities, including documentation, approvals, and implementation planning for Call Manager and contact center projects.
Provided regular project status updates to stakeholders, identifying risks, tracking issues, and ensuring on-time delivery of voice infrastructure initiatives.
Provide Tier II operational support for 24,000 phones on the VoIP Cisco Call Manager platform.
Troubleshoot Call Manager and Unity services.
Call Manager Applications: Jabber, Cisco IP Communicator.
Verizon InContact Call Center Services, Singlewire Paging Gateways, and Overhead Paging.
Cisco Emergency Responder.
Assist with LAN and WAN connections associated with voice circuits.
SLAIT Consulting, Chester, VA
Network Communications 2
August 2012- August 2018
Provide Tier II operational support for 24,000 phones on the VoIP Cisco Call Manager 10.5 platform.
Troubleshoot all aspects associated with Call Manager and Unity services which include the following: Region, Location, SRST, Physical Location, Device Pool, Partitions, Calling Search Spaces, Route Patterns, Translation Patterns, Hunt Groups, Call Pickup Groups, CTI Route Points for Unity Call Handlers, Remote Destination, Jabber, Cisco IP Communicator, Verizon InContact Call Center Services, Singlewire Paging Gateways, and Overhead Paging.
Configure CER (Cisco Emergency Responder) Services for new sites which include 911 Route Patterns, 911 Translations Patterns, 911 Notifications.
SLAIT Consulting, Chester, VA
Implementation Coordinator
October 2011 - August 2012
Worked with Northrop Grumman UCaaS group developing requirements to convert state agency locations to the new statewide VOIP platform.
Met with local agency contacts gathering information on existing phone systems to develop requirements for installation of Cisco UCaaS VoIP platform.
Wrote requirements to be included in the Statement of Work by the implementation team.
Acted as project lead on installation of phones at customer locations.
Troubleshoot issues associated with implementation.
Verizon Business Network Services, Glen Allen, VA
Sales Engineer I, Government and Education/Virginia Branch
August 2001 - January 2011
Verizon Business Network Services was GTE
Supported Account Managers with voice networking solutions for Virginia State Agencies, Local Governments, Schools, and Higher Education customers.
Conducted troubleshooting for various network issues surrounding voice applications, including POTS, Centrex, ISDN BRI/PRI, T1, Voice Mail, Conferencing, Long Distance, and PS-ALI (Public Service-Automatic Line Identification).
Managed and maintained Direct Service Provider Agreements for all customers eligible to procure services off of COVA and COVANet contracts between customers, Verizon, and VITA (Verizon Information Technology Association).
Worked with internal organizations to provide solutions to customers, including Legal, Contract Compliance, Offer Management, PCM (Pricing Control Management), Business Office Representatives and Management, Translations, Outside Plant Engineering, Costing, Implementation Managers, Service Managers, and IT.
Supported E911 Account Manager with data collection
Managed customer contract issues and billing resolution for more complex customer network designs.
Developed sales opportunities of $5K and above through relationship building and understanding of the customer's environment.
Improved account positioning by building relationships with key customer technical personnel via customer service, billing reviews, technical troubleshooting, and implementation of voice network services.
Oversaw the development of Customer Specific Pricing plans for usage contracts.
Analyzed customer telecommunication usage reports for appropriate levels of usage to offer discounts based on committed thresholds.
Maintained existing contract retention reports for contract compliance annually.
Supported large business customers with average telecommunication spend between $100K and $3M in the Commonwealth of Virginia.
Met and exceeded objectives by obtaining between 100% and 120% of desired quota attainment.
Verizon Business Network Services/formally GTE, Harrisonburg, VA
Associate Branch Sales Support
March 1999 - August 2001
Provided support to assigned sales personnel in the areas of sales, billing, orders, proposals, implementation, and troubleshooting.
Assisted account managers with consultative instruction to establish accounts in telecommunications solutions involving voice, video, or data hardware.
Implemented network solutions for client accounts regarding network technologies, such as Frame Relay, ATM, ISDN BRI/PRI, ADSL, Centrex, T-1, and e-Solutions Billing.
Acted as project coordinator for large sales to ensure timely and effective implementation of products and services; played a key role in pre-contact planning, data gathering, and post-sales follow-up.
GTE Corporation, Irving, TX
Specialist-Sales Incentives, Sales Compensation
September 1997- March 1999
Developed and managed tracking systems for all monthly and annual incentive reporting relating to Net Billed Revenue, a component of the Branch Sales Compensation Plan.
Analyzed and monitored the scope of a $15M per branch annual objective for Net Billed Revenue.
Completed monthly process flow for data extraction: mainframe to Microsoft Access manipulation to Microsoft Excel formulation.
GTE Corporation, Fort Wayne, IN
Assistant Resource Manager, Small Business Service Center
June 1996- September 1997
Organized results for monthly Business Incentives report for Business Sales Center Representatives responsible for a $10M objective.
Completed and assisted with the presentation of monthly and quarterly promotions pertaining to Business Sales Representative revenue attainment objectives.
Monitored daily activities of Business Sales Representatives relating to Average Handling Time, Call Work, and Availability to ensure GTE customers top quality service.
GTE Corporation, Fort Wayne, IN
Business Sales Representative, Small Business Service Center
June 1995 - June 1996
Coordinated with various groups within the organization to generate orders for new and existing customers.
Assisted small business customers with voice networking issues.
Technology/Skills
-Cisco Call Manager 15/12.5/10.5.1
-Cisco Unity 12.5/10.5.1
-Cisco Call Manager Express
-Cisco Emergency Responder -Remedy Change Management
-Account Management
-Voice Network Design
- Technical Voice Troubleshooting (T1, PRI, BRI)
-Pre Sales Support
-Project Management
-Contract Compliance
-Post Sales -Implementation
Education
Ball State University - 1994
Muncie, IN
Bachelor of Science Business Administration, Finance
Certificates
-ITIL Service Manager V2
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