Senior Project Manager Technology Delivery expert

Eric Anthony Tijerina

**** ****** **** **, ***** Prairie TX 75052 214-***-**** ****.**********@*****.*** SUMMARY

Experienced project manager with 15+ years overseeing complex technology projects and operational transformations. Expertise in Agile, Waterfall, and hybrid SDLC methodologies with strong proficiency in MS Office, SmartSheet, and enterprise project management tools. Proven track record in process improvements, risk management, and clear stakeholder communication. Consistently delivers projects on scope, time, and within budget KEY SKILLS AND COMPETENCIES

● Key Skills & Competencies: Software development process, production support, leadership, gathering and documenting project requirements, managing and reporting on project execution, developing and executing test scenarios, software releases, SAFe, Agile, Waterfall, Hybrid methodologies of SDLC, batch-process scheduling automations using IBM TWS on distributed environments, Lead for production support and operations teams, offshore-onshore-nearshore model of delivery, resource management, risk management, establishing and documenting production support procedures, measuring and reporting Service Level Agreement metrics, measuring and reporting KPIs Key Performance Indicators (Reporting), Incident Management practices, ticketing, escalation procedures, trouble shooting, problem determination, root cause analysis, rapid problem resolution, gathering and analyzing requirements to improve and enhance existing processes, financial industry experience

● Technical Skills: SDLC Methodologies: SAFe, Agile, Waterfall, Hybrid, Project Management Tools MS Office, TSpace, SharePoint, Operating Systems: Windows, UNIX, Linux, Other Tools: TOAD, Putty, IBM Quality Center, Kshell Scripting, Pearl, SQL, ETL Informatica, TWS, Netcool, Introscope, Netx,MS Office Products, Project Management Tools

WORK EXPERIENCE

Amdocs@AT&T - 2019 - 2025

Lead Business Operations Analyst FIRST suite of applications/Business Support Systems (BSSe) Application Manager, Estimates & Finance and Compliance/Reporting Coordinated the project management and compliance processes for AT&T applications, ensuring alignment with project scope and success criteria in collaboration with relevant stakeholders

• Managed estimation processes to support informed decision-making for project deliverables

• Led tracking and reporting efforts as project manager, delivering clear status updates

• Oversaw project tracking for resource reporting and File Integrity Management (FIM), ensuring timely documentation of milestones

• Supervised the management of repositories for application estimates and tracking tools to maintain data accuracy

• Directed transition management initiatives to update organizational responsibilities for tool usage from vendor to customer

• Managed the oversight of official documentation, reinforcing compliance and project continuity. Amdocs@AT&T 2018 - 2019

Converged AT&T Network Operations Provisioning & Inventory (CANOPI) Application Front Door, Estimates & Finance

Coordinated project estimations for a suite of AT&T applications, aligning project scope with quarterly and annual revenue objectives

• Facilitated estimation meetings with system engineers and application development leads to determine project levels of effort and deliverables

• Tracked new projects and prioritized their impact on the application suite, ensuring adherence to planned timelines and milestones

• Managed repositories for application estimates and tracking tools, supporting accurate project reporting

• Streamlined phase gate approvals with organizational management, ensuring effective communication and timely project adjustments

• Maintained SLAs with internal teams, external teams, and third-party vendors to uphold project performance standards

• Implemented continuous process improvements by refining policies, procedures, and adopting best practices

• Authored comprehensive documentation for administrative and support tasks to standardize operational procedures

• Designed metrics for trending analysis of project intake, timeliness, and lifecycle, facilitating effective status reporting

Amdocs@AT&T 2013 - 2018

Shared Delivery Services Estimations and Strategic Planning Responsible for over 300 applications production-support estimations and financial projections

• Key representation of vendor to AT&T, responsible for managing the relationship with the customer and providing official invoices for the production contract

• Responsible for analysis of projects to determine impact to the Shared delivery services organization and applications. This required knowledge of existing Amdocs applications and ability to understand how incoming changes that are described in technical documents will affect individual team activities per day/month/year

• Directed estimations with subject matter experts and leads of production support teams including tower Directors and VPS

• Responsible for official finance invoices between client and vendor required meticulous accounting of hours/dollars

• Advisory to SDS management - responsible for gathering all relevant info on projects for select management strategic planning and provide historical precedent for any contract disputes Amdocs@AT&T 2010 - 2013

Team Lead/Sr SME - Billing & eBill Support Mobility and Lightspeed Operations AT&T uses Amdocs Ensemble/Telegence Billing System to bill its customers. This project was undertaken by Amdocs for AT&T to eliminate 175K billing fallouts from the billing system. This provided over 6 million in savings to AT&T virtually eliminating all late billing

• Built the operations team and as the team lead: represented operational interests to the development team leads, established processes, set priorities in response to business needs, delegated tasks to team members

• Developed SQL and Unix Shell scripts which validated and transferred the bills automatically, after every cycle saving considerable time

• Resolved application issues related to Billing and Rating modules which included job failures produced by the Billing System

• Wrote Shell, SQL and SQL Loader scripts to extract data from the database, for the in-house Operations Dashboard developed to track the batch jobs completion and generate management reports.

• Defined new batch job requirements for every software release

• Supervised creation and configuration of Billing, Confirmation, FBF and Revenue Report maps using IBM's Tivoli Workload Scheduler

• Applied work-arounds in order to fix fallouts and job failures

• Responsible for coordination of Emergency Change Requests (ECRs) and Make Requests (MRs) between multiple IT Support Teams. Participated in weekly progress/status meetings, walkthrough and inspections Amdocs@AT&T - 2010 - 2013

Sr Software Support Specialist - Billing Reject(Fallout) Automation Tool The Billing Reject Automation Tool is a program that reduced operator tasks for mobility billing cycles responsible for 100k in savings annually

• Monitored and managed the quality of service for the application and presented the critical success factors (CSF) and key performance indicators (KPIs)

• Identified root cause analysis for production issues, generated problem statements and facilitated deployment of corrective actions into Integrated Test, QA and Production environments

• Developed and maintained relationships with technical staff, end users

• Monitored the systems production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients

• Processed the conversion of the batch jobs from the legacy CRON into TWS scheduler

• Communicated status of the team engagement at multiple levels including customer, senior and executive management

• Created Methods and Procedures documentation that would assist the Production Support Team to manage their daily tasks

Amdocs@AT&T - 2008 - 2010

Sr. Subject Matter Expert - Reject(Fallout) Billing Operations Support Production support team responsible for billing of over 70 million subscribers across 32 regions in the US

• Operation of billing cycles daily consisting of hundreds of processes

• Involved in writing Shell and SQL scripts to automate the data-conversion and billing process

• Participated in designing Test Plans, writing test cases and preparing test data

• Participated in System Test and UAT support

• Participate in solution build and deployment activities

• Participated in designing Test Plans, writing test cases and preparing test data United States Air Force Security Forces - 2002 - 2006 Security Forces -7th Security Forces Dyess AFD

• 379th Expeditionary Security Forces – Al Udeid Air Base, Qatar

• 380th Expeditionary Security Forces – Al Dhafra Air Base, United Arb Emirates

• 332th Expeditionary Security Forces – Balad Air Base, Iraq National Tech Team - GE American Zurich - 2001 - 2002 Technical Support Specialist

• Responsible for customer engagement in call center environment

• Provided support for end users regarding issues related to technical issues with PC, Mac and other electronic devices

• Provided ticketing and tracking for on-site technical specialists

Contact this candidate