Project Manager
Resume:
GARY W. VIA **** BENTON CREEK DRIVE
WINSTON-SALEM, NC 27106
*****@*******.***
EXECUTIVE SUMMARY
• Extensive work experience in the voice and data communications field. Multi-faceted telecommunications and call center consulting experience across the financial services, healthcare, insurance, retail and technology industries. Proven ability to identify operational issues, create and implement solutions to provide positive results. Exceptional leadership skills with the ability to develop and maintain a high standard of employee. Enjoys working with the day-to-day details of managing an effective, technical team of professionals. Strong ability to interface with different levels of organization from entry-level to executive level. Excellent interpersonal communications skills. Proven ability to lead, motivate, encourage and develop associates.
EXPERIENCE
Blue Cross and Blue Shield of NC, Avaya Infrastructure Engineer September 2010 – December 2010
Durham, NC
Contracted by Blue Cross Blue Shield to work on the final phase of a large Avaya VoIP telephony consolidation project affecting 5 locations corporate wide. Provided technical support & consultation to ensure successful implementation of telephony technology systems and network services to support Contact Center Services. Worked on project to redevelop and deploy service quality assurance solution for testing call center systems and designs before they go into production. Responsible for all internal activities and product support of telephony systems and applications. Demonstrates knowledge and expertise in supporting standard telephony and networking concepts, practices, and procedures.
Via Enterprises, Inc. DBA Young Chefs Academy, Owner November 2008 – May 2010
Winston-Salem, NC
Responsible for the day-to-day operations of running a small business, not limited to but including planning, managing financials and marketing. Manage 6 employees in teaching children ages 3-17 the basics of cooking.
Avaya, Inc./Lucent Technologies, Managing Technical Consultant 1996 - 2008
Professional Services
• Experience with numerous Avaya consolidation projects, providing expertise in project design, implementation, and support.
• Successfully directed teams of consultants on large, multi-vendor complex projects with overall responsibility for meeting project timeline, profitability, and deliverables
• Responsible for managing and documenting all phases of a project from initial technical planning, data gathering, through implementation and post implementation project review.
• Managed technical resources, project budget, vendor contract, and timeline adherence.
• Led cross functional teams, within a variety of industries, to provide focus on measuring operational effectiveness and developing strategic action plans for improvement.
• Experience working independently or as part of project team.
• Project leadership responsibility for identifying technical and process solutions, evaluating risks, and implementing recommendations to improve overall efficiencies of departments.
• Responsible for various phases of a project including project identification/definition, scope definition, risk identification and mitigation, resource roles and responsibilities, project timeline, project documentation, implementation, and post implementation lessons learned.
• Performed the role of liaison between business groups and technology groups within a company that resulted in building trust and a consensus to move forward with recommendations received from analysis data.
• Created and reviewed with customer solution design document providing observations and recommendations for improving overall contact center performance and processes.
• As a member of Avaya’s Managed Services group, managed maintenance and incident service delivery to wide range of Avaya’s customers to ensure maximum uptime and service level adherence.
• Presented oral and written presentation of findings and recommendations to all levels of management.
Wachovia Bank 1985 - 1995
Data and Voice Manager
Atlanta, GA/Winston-Salem, NC
• Managed data communications staff supporting all Wachovia locations in Georgia. Responsible for strategic planning, project management, disaster recovery planning, network design and implementation, daily management of network operations as well as all staff activities.
• Transferred to the headquarters office as a technical consultant responsible for developing strategies for voice and data communications.
• Accepted responsibilities as the manager of voice communications responsible for supporting enterprise-wide technology and solutions for the state of North Carolina and Georgia.
• Managed budgets, vendors and contractors allocated for both voice and data departments.
CERTIFICATIONS
Avaya Certified Associate
Pursuing Cisco Certified Network Associate Designation
EDUCATION
Business Administration
Beckley College, Beckley, WV
Marshall University, Huntington, WV
Skills
* Consulting
*Strong project management background
* Self motivated *Team Player
*Excellent interpersonal communications *Excellent leadership ability
*Customer focused and driven
*Decision making skills
* Strong oral and written communication skills
Technical Skills
Avaya Communications Manager
AES
CMS
Avaya Call Center
Avaya Voice Mail
IVR
IP Telephony
VoIP
Voice Network Carrier Services
Desktop Skills
MS Project
MS Visio
MS Windows 2000
MS Windows 95/98
MS Windows XP
MS Windows Vista
MS Office
Share Point
Professional Suite
Adobe Standard
Avaya Certifications
*Certified Associate (ACA)
* Computer Technology Certified
Awards
*Lucent Technologies Leadership Award
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