Live Support Chat & Technical Project Delivery

JENNIFER BATISTA

Associate Technical Project Manager

** *********** ****, *********, ** 11756 · 516-***-**** · *******************@*****.*** · linkedin.com/in/jennifer-b-b66640174

SUMMARY

•Runs test calls, coordinates testing activities, and documents results to confirm findings meet expected outcomes prior to go-live.

•Monitors daily project tasks and assignments in progress; ensures project schedules are met and communicates any changes to affected parties by established deadlines.

•Provides management with status reports detailing status and timelines; maintains RAID logs, escalation management, and stakeholder communication throughout assigned projects.

•Responds with urgency to escalated problems; ensures thorough and accurate documentation of customer issues and recommends improvements to reduce future occurrences.

•Hands-on experience with CRM implementation, Agile/Scrum delivery, systems migration, and cross-functional stakeholder management including Aruba Central and Juniper.

CORE SKILLS

•Implementation task coordination, resource alignment, and timeline tracking

•Status reporting, RAID logs, stakeholder communication, and escalation management

•Test planning, test calls, validation, and results documentation

•Change control support and schedule change communication to affected parties

•Go-live readiness, cutover support, and production handoff

•Customer service excellence: expectation management and issue resolution follow-through

•CRM implementation: requirements gathering, configuration, UAT, and deployment

•CRM integration oversight: legacy data migration, system synchronization, adoption support

•Agile and Scrum: sprint planning, backlog grooming, retrospectives, daily standups

•Cross-functional team facilitation, velocity tracking, and iterative delivery management

TOOLS & TECHNOLOGY

•MS Office (Excel, Word, PowerPoint), Teams, SharePoint

•CRM platforms: Salesforce (Sales Cloud, Field Service, Service Cloud), legacy CRM integration and data migration

•Workflow, ticketing, and project tracking: Jira (sprint and backlog management, issue and bug tracking, project dashboards, change request tracking), ServiceNow or similar

•Network and platform exposure: Aruba Central, Juniper

PROFESSIONAL EXPERIENCE

Intrado Life & Safety Senior Technical Project Manager (Remote) Apr 2026 – Present · United States (Remote)

•Leading Next Generation 911 (NG911) infrastructure project supporting PSAP hardware upgrades and call routing implementations across hundreds of sites in coordination with AT&T.

•Coordinating ESInet integration, NNI configuration, and SRDB updates across PSAP sites; tracking milestones, managing RAID logs, and communicating status to stakeholders.

•Driving implementation task execution from intake through go-live, ensuring schedules are met and all cutover and validation activities are thoroughly documented.

•Liaising between technical engineering teams, AT&T, and site stakeholders to translate requirements into clear action items, timelines, and acceptance criteria.

•Monitoring project risks daily, escalating blockers with urgency, and supporting smooth production handoff to operations upon site completion.

AT&T Project Manager (Remote) Aug 2024 – Feb 2026 · United States (Remote)

•Ran testing activities and test calls end-to-end; documented results and secured confirmation that findings met expected outcomes prior to go-live.

•Monitored daily tasks and project assignments in progress, ensuring project schedules were met; communicated schedule changes to affected parties by established deadlines.

•Provided management with status reports detailing status and timelines; maintained RAID logs and escalated blockers with urgency to keep delivery on track.

•Prepared go-live documentation and readiness materials; coordinated handoff to production and operations to ensure all problems were identified and resolved before transition.

•Responded with a sense of urgency to escalated problems; ensured quality resolution and thorough, accurate documentation of customer issues; recommended improvements to reduce future occurrences.

•Liaised between technical teams and business stakeholders, translating requirements into clear actions, timelines, and acceptance criteria; worked collaboratively with customers, partners, and vendors.

•Applied Agile and Scrum practices: facilitated sprint planning, daily standups, backlog grooming, and retrospectives to keep cross-functional teams aligned and on track.

•Utilized Jira throughout delivery lifecycle: managed sprint and backlog planning, tracked bugs and issues to resolution, maintained project dashboards for real-time visibility, and processed change requests to ensure controlled scope management.

CRM Implementation (Salesforce):

•Led end-to-end Salesforce CRM implementation across Sales Cloud and Service Cloud, coordinating requirements gathering, configuration reviews, UAT, and phased deployment.

•Integrated Salesforce with AT&T’s legacy CRM to enable seamless data migration and bi-directional synchronization, reducing data discrepancies and manual reconciliation.

•Deployed Salesforce Field Service to optimize field technician scheduling, enabling real-time dispatching and mobile accessibility for service and sales teams.

•Implemented automated workflows and pipeline visibility enhancements that improved sales team efficiency and reduced quote-to-close cycle time.

•Enabled advanced analytics, forecasting dashboards, and performance tracking; presented project updates and milestones to senior leadership.

•Supported systems migration involving Aruba Central and Juniper: coordinated cutover tasks, validation steps, and documentation.

Canon USA Project Manager Jul 2022 – Jul 2023

•Coordinated project schedules, deliverables, and stakeholder communications across multiple teams.

•Built project documentation to support execution, change tracking, and consistent reporting.

•Drove issue resolution by aligning owners, due dates, and confirmation of completion.

The Row E-Commerce and Warehouse Coordinator Feb 2021 – May 2023

•Managed high-volume workflows with tight deadlines and frequent priority shifts while maintaining accuracy.

•Maintained detailed documentation and communicated order and process issues for fast resolution.

EDUCATION

Hunter Business School Associate of Science in Business Administration 2008 – 2011

CERTIFICATION

PMP (Project Management Professional)

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