Senior IT Project Manager and Change Leader

Edward Knowlton

Eagle River, *****, USA, 907-***-****, ***************@*****.***,

https://www.linkedin.com/in/edward-knowlton-57496539/ SUMMARY Driven Project Manager IV with nearly 20 years of experience in leading complex IT and infrastructure projects. Proven ability to turnaround high- priority projects and mentor emerging project managers, enhancing team efficiency. Successfully delivered concurrent projects while managing budgets and vendor contracts, achieving on-time completion. Known for developing effective documentation processes and workflow systems. Eager to bring expertise in change management and project delivery to contribute significant value to prospective employers.

WORK EXPERIENCE

04/2023 – Present Project Manager IV, GCI Anchorage, USA Spearheaded high-priority, at-risk projects leading to successful turnaround.

Mentored and trained new project managers by creating training materials and documentation libraries in SharePoint.

Engineered workflow systems incorporating version control and change management.

Revamped documentation processes for infrastructure systems, enhancing hardware lifecycle, redundancy, and compliance.

09/2019 – 04/2023 Project Manager III, GCI Anchorage, USA Delivered multiple concurrent IT and infrastructure projects on time and within budget.

Coordinated project scope, scheduling, milestones, and vendor contracts efficiently.

Coached project teams and orchestrated change management efforts across departments.

Promoted from contractor to full-time based on exceptional performance and leadership.

10/2016 – 06/2018 Senior IT Manager (Contractor), Crowley Fuels Anchorage, USA Directed enterprise-wide business process redesign and ERP selection initiatives.

Mapped existing and future-state processes utilizing Visio; drove alignment between business units.

Established centralized document management, quality assurance procedures, and training programs across Alaska and Seattle offices. 06/2016 – 05/2017 Senior Manager, Projects BPO (Contractor), Cognizant Technology Services

College Station, USA

Orchestrated over 150 contact center transitions through tollgate and BCP frameworks.

Developed IVR/ACD systems and spearheaded compliance initiatives (PCI, HIPAA).

Formulated project frameworks encompassing SLAs, training plans, governance models, and customer satisfaction metrics. 01/2016 – 06/2016 Director of Customer Experience / Sr. Project Manager, Education Logistics

Missoula, USA

Revamped PMO processes and rejuvenated key revenue projects. Defined customer support protocols and recruited/trained Tier 1 teams. Delivered tools and methodologies for tracking, discovery, and project planning.

04/2015 – 11/2015 PMO Lead (Contractor), Accenture Cincinnati, USA Oversaw $80M project financials while mentoring project managers in Agile/Scrum environments.

Implemented PMO processes, change control, and stakeholder communications effectively.

Led SAP change management and training initiatives using SharePoint- based systems.

02/2006 – 06/2015 Global PM / PMO Director, PCCW Teleservices Manila, Philippines 01/2004 – 01/2005 Senior IT Project Manager, SITEL Manila, Philippines 05/2001 – 04/2005 Call Center / IT Manager, Providence Health Systems Anchorage, USA 07/1987 – 01/2001 Director of IT & Six Sigma Black Belt, General Electric – Medical Systems

Kansas

07/1978 – 08/1979 Damage Control Specialist, U.S. Navy Bremmerton, Washington SKILLS Project Lifecycle Management Business Process Reengineering Risk Management Change Management

Agile Scrum

Waterfall SDLC

Strategic Planning Execution

Budgeting Cost Control

Documentation Quality Assurance

PMO Governance Cross-functional Team Leadership

Stakeholder Engagement Training

Mentorship Vendor Relations

Client Relations

CERTIFICATES Six Sigma Black Belt

GE

2000

HIPAA Certified

COPC Management Certified

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