Project Manager Customer Service
Resume:
Marge Donaldson
San Francisco, CA 94134
*.*********@***.***
Over 25 years of experience managing large and complex projects with corporate clients, government agencies, start-up organization, domestic and international.
Functional Areas
Access Management
Business Development Product Management
Carrier Relations/Regulatory Project/Program Management
Central Office/Outside Plant expertise Provisioning/Procurement
Collocation/Data Center Design Software Implementation
Network Planning & Implementation Strategic Planning
Operations Management Vendor Management
Disaster Recovery Planning Technical Sales Support
Experience
Pros Unlimited May 2012 – Present
Consultant
Working for a large equipment manufacturer to identify and document network inventory worldwide; Americas, Asia, Europe and Emerging markets such as India and South East Asia. Identified locations that were vacated and services were still billing, recovering $100K in the first 90-day. Developed processes to identify elements, document connecting services and recommended on-going maintenance of the data.
Consultant
Developing prototype for patented device to use in testing of Functional Requirements and secure long term financing. Creating a Go to Market strategy and identifying early adopters. Develop test plan for initial product introduction and adaptations in multiple environments.
The Fettig Group January 2009 – Present
Associate
Worked with team to answer proposals and develop business for Billing Audits. Utilized proprietary software, Usageworks to identify billing suspend errors and correct bills.
INT Technologies July 2008 – December 2008
Business System Analyst (Under Contract to Wells Fargo Bank)
Audited voice, data and miscellaneous services in 4 of 32 regions, about 200,000 lines yielding $3.9M savings. Responsible for 4-regions, working with local Project Management and Finance to identify obsolete applications, low or no volume lines marked for removal. Identified $2.3M savings for 2009 budget cycle for a total of $3.9M savings.
Telekenex December 2007 – May 2008
Senior Project Manager
Identified areas of cost savings on infrastructure network and recommended restructuring of costs. Implemented Voice over Internet and Managed Ethernet projects for clients, meeting customer expectations and timeframes.
INT Technologies March 2007 – December 2007
Project Manager (Under Contract to Wells Fargo Bank)
Identified opportunities to cut costs and optimize Retail banking sites in Texas utilizing Raw Data Files, Oracle Database information other inventory systems. Identified savings of $1.6M. Reengineer sites to optimize embedded equipment and recommended more efficient use of network technologies.
Coordinated with local personnel vendor dispatches, circuit identifications and database updates. Initial target was 75 locations, goal is to reduce run rate by $85K per month, over 125 sites audited.
Tek Systems February 2006 – November 2006
Performance Engineer Consultant (Under Contract to T-Mobile)
Provided Root Cause Analysis on service interruptions for all Transport services greater than contractual commitments; analyzed vendor responses, negotiated targets to align performance with commitments. Initiated Service Level Meetings with 12 Transport Providers for 15 markets in the Western Region to drive performance to meet T-Mobile expectations. Provided Gap Analysis on Remedy and made recommendations for the Business Requirement for replacement system.
San Francisco Firefighters Toy Program August 2001 – Present
Managed over 200-volunteers in various functional areas, event planning, donations, and office support.
Col Search August 2005 – January 2006
Transport Engineer Consultant (Under Contract to Covad Communications)
Audited transport facilities utilizing Customer Detailed Records, Customer Service Records and Other Charges and Credits to identify contract pricing and tariff rates for best price points. Developed 10 point plan to eliminate costs and save $7M in infrastructure costs. Recommended Commission Plan for Sales to save expedite charges and install customers on time.
RateXchange Corporation April 2000 – March 2001
Staff Manager
Project managed the installation of 12 network nodes (9 domestic/3 international), Granite software, Cisco 2500 series routers and Sun Solaris work station running Netcool. Compressed installation time by one-third, increased locations by 25%, reduced costs $750K from original budget of $7.5M. Tracked business plan, budgets and vendor performance. Managed 3rd party relationship with SAIC.
Supervised Software Engineering team for testing of proprietary trading platform; documenting backup and recovery plans, build and deployments procedures utilizing UNIX, JAVA and Oracle platforms during alpha and beta portions of platform delivery.
NorthPoint Communications August 1999 – April 2000
Senior Manager ILEC Operations
Managed and set direction for team of 4 during the 271 FCC Compliance hearings at the state and federal level, monitored and implemented contracts between NorthPoint and Bell Operating Companies installing DSL lines.
Covad Communications October 1997 – August 1999
Regional Manager ILEC Relations
Responsible for the relationship between Covad and local telephone companies in the areas of Electronic Data Interface, Federal Compliance for 271 filings and service levels.
Senior Program Manager - Engineering/Collocation Services
Project managed the installations of collocation sites and DSL entry to market. Initial 15 cages expanded to 40 in Northern California and 100 in Southern California’ extended to 6 markets by first year and 22 markets within 18-months, trained 6 Collocation Managers and published Collocation guidelines. Managed the infrastructure to connect cages, nodes and regions. Developed and refined 6 Bill of Materials (BOM’s) for collocation cage designs and assisted in the Requirements gathering for automating the process for collocation from application to cage turn up. Set up ordering and billing processes for loop, transmission and cage products for start up phase of business and developed in-house business requirements for Operational Support Systems (OSS) between Covad and vendors.
SETKA/Pacific Bell January 1997 – October 1997
Core Team Leader – Unbundled Link Products
Managed Core Team for Unbundle Links (26 members) utilizing the SDLC process to develop 15- products. Participated and evaluated other products in connection with the development of loops such as transport, network interfaces and switching products. Monitored 45 contracts for compliance with developed products. Worked collaboratively with teams on systems and change management to meet goals.
TDSI (under contract to Pacific Bell) July 1996 – January 1997
Member Technical Team
Validated the quality of the Trunk Integration Record database (TIRKS) in Northern California.
MCI Telecommunications April 1987 – November 1995
Call Management Applications Consultant (CMAC)
Marketing Manager for all voice products within MCI, domestic and international segments in the Western Region. Emphasis on Call Center applications.
Technical Support Manager (TSM)
Member of Sales Team for various Enterprise accounts such as Bank of America, Bechtel Corporation, Southern Pacific Railroad, Kaiser Permanente, the Gap, Stanford University, and various high tech companies headquartered in Silicon Valley. Responsible Service Level Agreements (SLA’s); collaborated on White Papers for new products and straw dog committees.
Pacific Bell October 1970 – April 1987
Held various positions in Operator Services, Accounting, Marketing, Operations, Switching & Special Services project managing large initiatives. Supervised from 2-200 employees. Worked on major corporate initiatives; Functional Accounting, Divestiture, Implementation of Digital Switches in Central Offices and Unbundling of Network Services.
Education
University of San Francisco - Bachelor of Science, Economics
PMP Certificate in process
Skills
• Experience with utilities, telecommunications and energy, banking, finance and retail, university
• Nokia DSLAM, DS1, DS3, Crystal Reports, Remedy, TCP/IP, ISDN, BRI, ISP, ASP, RBOC’s, IXC’s, MS Word, Excel PowerPoint, Exchange.
• Familiar with the following technology; LAN/WAN infrastructure design and implementation with, IXC’s LEC/RBOC’s, CLEC’s and International Record Carriers (IRC’s), Cisco switch & router products from series 2500 up to IP switches, DSL (DSLAM’s Nokia and Cisco), Frame Relay, ATM, SMDS, Carrier Network from PSTN, DS0, E1/T1, T3, DS3, OC3, OC12, OC 48, SONET, MPLS, VPN, ISDN PRI & BRI, VSAT International Private Lines, 800, Calling Card services, supported ISP & ASP’s, Wireless and VOIP. TEM in large organizations CLEC’s and Financial Institutions. Expertise in RFP, RFI and RFQ’s, Mergers, Acquisitions and Divestitures.
• Hardware & Software: Experience with Northern Telecom DMS100, 200 250, DEC switches Cisco routers, PBX’s, Call Centers, Aspect switches, IDNX, Fujitsu & NEC multiplexers, IVR, ACD’s, PictureTel Video products. Knowledge of TCP/IP, QoS, MPLS. Managed software implementations of EDI, trading services platforms and various client software programs such as NIMS, Netcool and call record programs. Experience with Microsoft platform; Word, Excel, PowerPoint, Project, Access, Visio, Outlook, Exchange. Worked with Granite, TIRK’s, and Netcracker NIM’s, Oracle 8.1, Remedy, Crystal Reports, OSS, BSS, SMS databases and TCAT.
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