Project Manager Quality Assurance

TORSHA SMITH

*** ******* **** ****, **** Ground, GA 30107 • 770-***-**** • ********@*********.***

SUMMARY OF QUALIFICATIONS

Quality driven Senior Project Manager with a track record of delivering high standard business and system requirements for Fortune 500 firms. Possess MBA, and Six Sigma Green Belt Certificate. Currently pursuing PMP Certification. Reputation as a strong communicator, able to clearly communicate complex ideas across organizational lines and to all levels of management. Strengths include:

Ability to drive process improvements for performance measures

Effective negotiation, conflict resolution, and problem solving skills

Quantitative and qualitative skills that support product marketing efforts

Successful Relationship Management skills with vendors and cross functional business members

High level of proficiency gathering and documenting business, functional, and technical requirements

Ability to develop methods and procedures for PMO best practices.

EMPLOYMENT HISTORY

Cox Communications, Atlanta, GA July 2008 – August 2010

Senior Project Manager, Cox Wireless Integration -IT

Responsible for managing activities for building Cox Wireless Product Architecture, Infrastructure and Support Model.

• Managed requirement gathering sessions from wireless product development

• Establish and maintain the overall implementation project plans, processes and procedures including planning activities for deployment of software to call center IVR activities.

• Work with Oracle platform to integrate “out of the box” solution for BRM, CRM, and ERP. Also managing the data storage for back up and disaster recovery in existing data centers.

• Exercise relationship building with, developers, business customers, analyst and external suppliers to support project teams.

• Created a tiered support level team and process to help resolve issues related to the wireless platform.

• Designed Remedy templates for trouble ticketing systems and reports.

• Work with external vendors, and offshore suppliers for test execution and test case development.

• Consultant on process improvement for PMO in change management, status reporting, quality assurance, issue resolution, and risk assessment

AT&T Mobility (Wireless), Consultant, Atlanta, GA May 2007 – July 2008

Senior Project Manager, IT Retail Strategy and Innovations

Supported eCommerce system development

• Manage vendor relationship with Dell and Kiosk Vendors in setting up AT&T Level 1 Experience Stores.

• Assist business, functional and system specification driving priority and feasibility.

• Accountable for all issue resolution by coordination with issue owners and driving to resolution.

• Coordinate activities with cross functional teams and represents the business owners with User Acceptance Testing and process documentation.

• Select suppliers, assess supplier capabilities and capacity, evaluate supplier performance, negotiate price, delivery and terms as well as customer relationship management.

• Managed the gathering of requirements for system migration of legacy merger and pre-merger applications for customer a better internal and external customer experience.

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AT&T Mobility (Wireless), Consultant, Atlanta, GA

Senior Project Manager, Business Market Group, Information Technology

Implemented Information Technology initiatives for the Business Markets Group Enterprise customers. Supporting infrastructure activities, System Development Life Cycle (SDLC) processes, testing, and training,

• Manage onshore and offshore client resources, implementing client business processes and vendor suggested process improvements for change management, and resource allocations.

• Establish and maintain the overall implementation project plans, processes and procedures including planning activities for deployment of software. Participant in the escalation chain of command.

• Provide feedback and management of requirements gathering and documentation supporting CRM applications for Ordering, Provisioning, CARE, Service Assurance, and Billing.

• Exercise relationship building with, developers, business customers, analyst and external suppliers to support project teams.

• Work with external vendors, and offshore suppliers for test execution and test case development.

• Consultant on process improvement for PMO in change management, status reporting, quality assurance, issue resolution, and risk assessment.

• Support the development of functional specifications for documenting the data model, ETL process, and user requirements for needed analysis and reporting.

AT&T Mobility (Wireless), Consultant, Atlanta, GA

Senior Project Manager, Information Technology Architecture & Engineering

Lead IT Project Manager for Architecture & Engineering initiatives supporting eCommerce Programs, System Development Life Cycle (SDLC), and Project Management Lifecycle processes.

• Serves as Lead Project Manager for AT&T’s Mobility Online web-based application.

• Responsible and accountable for one or more medium to large/complex Business to Business (B2B) enterprise web portal using Software Development Lifecycle (SDLC) or appropriate IT methodology, and oversee multiple related projects.

• Responsible for business strategies and functional, business, and technical architectures.

• Conduct program/project planning, cost estimates, scheduling, coordinating, tracking, monitoring, evaluating and directing project/program activities throughout the life cycle.

• Responsible for plans, detail schedules, resource allocation and assignments, critical path analysis, methodology, coordination within all IT functions, on-going expense/capital tracking and actual vs. budget analysis.

• Recommend business, technical solutions, alternatives, RFP development and evaluations, and assisted clients in defining new services that ride on new technologies.

• Supported Apple iPhone testing and deployment.

T-MOBILE (Wireless), Consultant, Atlanta, GA February 2007- May 2007

Senior Project Manager, Information Technology

Lead Testing Project Manager for Information technology initiatives supporting infrastructure activities, System Development Life Cycle (SDLC), and Project Management Lifecycle processes.

• Successfully upgraded production servers in data centers from Oracle 9i to 10G. The Oracle migration included supporting Enterprise Data Warehouse migrations, and reporting solutions.

• Develop detail project schedules, resource plans, status reports and contributes to the effectiveness of a team that integrates multiple functions/disciplines.

• Review project deliverables for accuracy and apprises management of issues effecting project status and offers solution to solve the issues.

• Ensure satisfactory transfer of custody and control of product upon completion (handoff) and close all project documentation and archive appropriate records.

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Cingular Wireless, Consultant, Patni Computer Atlanta, GA May 2006-February 2007

Senior Implementation Project Manager, Information Technology

Implemented Information Technology initiatives for the Business Markets Group Enterprise customers. Supporting infrastructure activities, System Development Life Cycle (SDLC) processes, testing, and training,

• Manage internal and external project resources to support data center and disaster recovery requirements. Responsible for selection of servers, DASD storage and network activities.

• Establish and maintain the overall implementation project plans, processes and procedures including planning activities for deployment of software.

• Provide feedback and management of requirements gathering and documentation supporting CRM applications for Ordering, Provisioning, CARE, Service Assurance, and Billing.

• Exercise relationship building with, developers, business customers, analyst and external suppliers to support project teams.

• Work with external vendors, and offshore suppliers for test execution and test case development.

• Consultant on process improvement for PMO in change management , status reporting, quality assurance, issue resolution, and risk assessment.

BellSouth Long Distance, Atlanta, GA December 1999 to May 2006

Senior Project Manager, Information Technology

Defined and prioritized project requirements, while developing timelines, cost estimates, project plans and budgets of up to $3M.

• Monitor project milestones, critical dates, resolve scheduling conflicts, and notify management of any critical issues.

• Responsible for overseeing the selection of hardware/servers and storage in existing data centers. As well as ensuring company disaster recover standards are met.

• Managed ten business analysts for business case development for the multi-carrier model of large business long distance services.

• Manage the implementation and deployment of new initiatives requested by the business units.

• Defined and documented functional analysis and design specifications for various long distance products including Frame Relay, ATM, Customer Network Management tools, Switch and Dedicated services. Definition of these requirements resulted in the implementation of five telecommunication services to support service delivery, service assurance and customer care for small to large business customers.

• Accountable for system development lifecycle, documenting functional and system requirements for small and large lines of business using the Information Technology Engagement Process (ITEP). Used Rational Unified Process (RUP) with internal methodology for program development. Responsible for approving RUP prototype at the end of the completion of each iterative phase.

• Managed sales and service user interface review sessions to prototype the sales experience strategy displaying size, location and wording of data.

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MCI TELECOMMUNICATIONS, Atlanta, GA

Senior Project Manager June 1996 to December 1999

Successfully created project plans and facilitated cross-functional teams in order to manage deployment of long distance promotions.

• Developed and implemented system development lifecycle processes and procedures supporting implementation of Call Center telemarketing promotions to increase efficiencies within the organization.

• Coordinated direct mail, advertising, and sales channel “blitz” promotional material. Implementation of promotional material contributed to increase revenue for the small business sales channels by 35%.

• Reduced escalations by implementing stronger vendor relationships with strategic partners in the affinity network programs.

• Performed marketing analysis to make recommendations for new internal and external promotional programs.

Project Manager, Channel Support May 1994 to June 1996

Supported the sales channel in preparation of methods and procedures documentation for customer relationship task force to resolve partner affinity escalations.

• Successfully executed resolution to issues within the agreed upon vendor service level agreements.

• Single point of contact responsible for re-fulfillment of small business customers’ promotional awards.

• Supervised six contractors responsible for day-to-day resolution of Call Center telemarketing escalations.

• Created training documentation for outbound call-center employees.

• Supported call-center operations for lead generation.

• Reported sales and service metrics to the marketing communication organization.

• Managed channel governance board in support of all small and large business IT initiatives.

Project Coordinator, Sales December 1992 to May 1994

Implemented business initiatives which helped to increase and exceed sales goals for selling switched and dedicated long distance services to small to large business customers.

• Governed implementation of call center focus groups to improve call center efficiencies

• Release Project Manager for installation and provisioning of switched and dedicated long distance orders as well as resolution of small business billing issues.

EDUCATION

MBA: Strategic Leadership - Amberton University, Dallas, TX

BS in Merchandising (Marketing Minor) - University of Southern Mississippi, Hattiesburg, MS

PMP Prep Course for PMP Certification - Boston University, Boston, MA

Six Sigma Green Belt Certification - Villanova University

TECHNICAL SKILLS

Methodologies: RUP, SDLC, PLC

Operating Systems: Windows NT, 2000, XP

Software Applications: Microsoft Word, Excel, PowerPoint, Access, Project

Databases: Oracle, SQL

Languages: HTML

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