Summary
Highly experienced Project Manager with PMP certification. Extensive experience in project management work for high level Corporate customers as well as Federal and State governments. Worked emphasis in Networking, Communications, Software, I.T., Process and Product Development.

• Develops partnerships with the field Sales, Channel Sales and Services existing customers, and prospects to identify results.
• Works with and supports the business lead and team members to analyze, design, develop and implement business workflow and technology solutions to extend platforms and operations that support Tripwire Enterprise deployment. Set and managed expectations for scope and quality through effective communication.
• Drives increases in bookings and attachment rates in product and services sales opportunities through relationships developed with Sales and Services management team in their assigned Area.
• Provided guidelines for project planning and requirements gathering techniques. Worked with outsource organizations to provide leads for channel partners. Visited channel partners on an as-needed basis to ensure training program effectiveness.
• Managed business sales efforts that included market segmentation, cost modeling, development of joint marketing agreements, creation of product offerings with accurate price structures, technology infrastructure re-engineering, and system integration.
• Excellent verbal and written communication skills.

Experience

Confidential Bethesda, MD Feb 2008 - Present
Director, Project Management

• Accountable for the gross profit, client satisfaction, and employee satisfaction of large client engagements or a suite of several client engagements.
• Oversees engagement teams ensuring efficient utilization of resources allocated to engagement.
• Ensures the successful and profitable completion of many concurrent projects.
• Acts as point of escalation internally and with the client for all delivery issues related to the engagement.
• Managed business sales efforts that included market segmentation, cost modeling, development of joint marketing agreements, creation of product offerings with accurate price structures, technology infrastructure re-engineering, and system integration.
• Monitor and post daily sales information and develop strategies to meet or exceed previous booking goal
• Enforce customer service standard and monitor activities to ensure employee are following company guidelines and procedures.
• Develop and motivate staff, providing feedback on quality of work and taking corrective action when needed. Provide input in the preparation of effective performance reviews for various staff members.
• Maintain cooperation and teamwork within the department, delegate tasks and follow up accordingly.
• Reports on engagement status and health to Delivery Management Practice Lead.
• Creates schedule and staffing plan to support deliverable objectives.
• Assists Client Services and Business Development in contract negotiation.
• Oversees multiple projects and ensures they are delivered on time and on budget.
• Ensures approaches/solutions are consistent with client/project objectives.
• Performs ongoing risk management assessment on engagement.
• Leads cross-discipline team to deliver solutions successfully.
• Leads both team and client communication activities including weekly status meetings and reporting.
• Helps to identify additional account development opportunities within current and potential clients.
• Takes pursuit lead responsibility for large proposals, RFP responses, and presentations.
• Manages and develops Project Management team members.
• Manages Project Management resources from the junior to senior level.
• Acts as a role model for direct reports and other Delivery Management resources.

Confidential Herndon, VA Jun 2007 – Feb 2008
Sr. Project Manager, Tech Services

• Oversee; coordinate and project manage all the efforts for assigned projects in the Tech Services.
• Develop, manage, and track project schedules and plans.
• Partner with the business manager to effectively coordinate hand-offs between the business and technical teams. Manage the risks and issues.
• Utilize escalation procedures to resolve issues and ensure accountability and follow-up of risks before they impact timeline and quality of deliverables.
• Coordinate resources by identifying the resource needs of the project and working with functional managers from other teams to obtain resources with adequate skills.
• Facilitate communication between the various business and IT groups within a project.
• Work with multiple business and IT groups to determine a strategy for the deployment of projects.
• Utilize best practices from project development life cycle methodology.
• Complete regular status reports and other reporting requirements for assigned projects and meet project management standards established by the Project Management Office.

Confidential, Reston, VA Mar 2007 – Jun 2007
Business Development Manager, PM Operations

• Develop partnerships with the field Sales, Channel Sales and Services existing customers, and prospects to identify results.
• Drive increases in bookings and attachment rates in product and services sales opportunities through relationships developed with Sales and Services management team in their assigned Area.
• Drive increased revenue through collaboration with aligned Account Directors.

Confidential Reston, VA Oct 2006 – Mar 2007
Project Manager, Fannie Mae, EM&M Operations

• Full management of enterprise wide SOX compliance software.
• Work with and supports the business lead and team members to analyze, design, develop and implement business workflow and technology solutions to extend platforms and operations that support Tripwire Enterprise deployment. Set and managed expectations for scope and quality through effective communication.
• Responsible for leading cross-functional teams to accomplish many initiatives and required to lead the research, intelligence gathering, measurement, analysis and reporting efforts around hedging operations systems.

Confidential Reston, VA Jan 2006 – Oct 2006
Program Manager, SEM Operations

• Developing and implementing effective program management approaches; developing and driving process improvements and; resource optimization and pipeline management of programs.
• Provide leadership and operational management support overseeing all Solutions Engineering.
• Provides project leadership to cross-functional teams consisting of members from key business functions and technical functions to document, analyze, and lead initiatives.
• Develop and manage relationships with key cross-functional business partners and stakeholders.
• Provide regular status to Management on activities, risks, mitigation strategies and outstanding issues.

Confidential CO Aug 2005 – Jan 2006
Project Manager, West Region CNS Implementation

• Provide project leadership as well as high-level professional and analytical expertise to projects.
• Proactively build relationships in all levels of clients’ organization to anticipate customer needs and deliver solutions. Interact with decision makers to provide national service solutions, which meet the customers’ business needs and enhance revenue.
• Assist in designing business processes to support product.
• Gather handset and accessory requirements from customer and work with sales and product development to meet those needs.
• Conduct follow-up post implementation meetings and on-site customer visits to ensure implemented solutions are meeting the customers needs and then provides solutions and project plans for any areas that need to be addressed. Keep current by studying companies served and related products.

Confidential Reston, VA May 2003 – Aug 2005
Project Manager, North Region CNS Implementation

• Provided project leadership as well as high-level professional and analytical expertise to projects.
• Manage and deploy wireless solutions that enhance or create coverage for clients.
• Provide status reports to management of progress of implementation.
• Assist in designing business processes to support product.
• Gather handset and accessory requirements from customer.
• Schedule, plan and coordinate on-site unit integration and support to the customer.
• Conduct follow-up post implementation meetings and on-site customer visits to ensure implemented solutions are meeting the customers needs and then provides solutions and project plans for any areas that need to be addressed. Interact with decision makers to provide national service solutions, which meet the customers’ business needs and enhance revenue.
• Proactively build relationships in all levels of clients’ organization to anticipate customer needs and deliver solutions. Keep current by studying companies served and related products.

Confidential Temple, TX Apr 2002 – May 2003
Enterprise Data Strategic Account Manager

• Interact with decision makers to provide national service solutions, which meet the customers business needs and enhances Nextel's revenue.
• Account support/maintenance including activations, order processing, and modifications, specialized billing requests. Technical support for Enterprise Data customers and products, including all levels of troubleshooting.

Confidential Temple, TX Feb 2002 – Apr 2002
Technical Support Supervisor

• Supervised teams of 18+ technical support representatives.
• Managed, coached, developed and improved performance of team.
• First point of contact for escalated concerns.
• Monitored calls to ensure Quality standards.
• Held trainings and meetings regarding system enhancements, policy and procedure changes and product development.
• Provided on-going feedback to Leadership team regarding process improvement opportunities

Confidential TX Mar 2001 – Feb 2002
Customer Service Supervisor

• Supervised a team of 12+ customer care representatives.
• Part of groundbreaking team to open and rollout Temple Call Center.
• Managed, coached, developed and improved performance of team.
• First point of contact for escalated concerns.
• Recorded and tracked daily statistics e.g. login, calls per hour, exceptions, overtime, and attendance.
• Monitored calls to ensure Quality standards.
• Provided on-going feedback to Leadership team regarding process improvement opportunities

Confidential, CO Mar 1999 – Mar 2001
QA Sr. Representative

• Responsible for development and facilitation of QA Initial Training Program.
• Made recommendations to Supervisor/Manager regarding departmental process and procedure improvements to current methods.
• Liaison with process improvements, communications, and training teams.
• Subject matter expert in the operation of Customer Care process and procedures, which included product and market services offered.
• Provided feedback to Managers and Supervisors; provided recognition to team.
• Compiled and tracked performance at team level.
• Coordinated and managed call monitoring calibrations and dispute process.

Confidential CO Jan 1998 – Mar 1999
Customer Service Representative

• Answered and handled troubleshooting calls for Nextel customers.
• Escalated situations to proper channels for network issues.
• Researched and resolved billing issues.
• Received numerous customer kudos for appreciation of tasks completed

Confidential CO Jun 1996 – Jan 1998
Customer Service Supervisor, Local

• Coached and developed through pacesetting.
• Call quality monitoring using Echo/Witness.
• Handled escalated customer concerns.
• Recorded daily statistics such as login time, calls per hour, exceptions, overtime and attendance.
• Held weekly training regarding system enhancements policy and procedure changes and product development. Developed and implemented new and different ways to motivate representatives.
• Handled basic and escalated calls regarding products and services.

Project Manager

• Produced beta test progress models for use in forecasting and analysis. Participated in beta test related budget and cost analysis
• Provided support for ongoing Octel projects, including ad-hoc analysis and reporting
• Revised possible participant list and added new participants by direct outbound contact of MCI Local Residential and Business Decision makers
• Managed activity throughout the entire account acquisition process including proposal generation, contract negotiation and service implementation in order to meet and exceed monthly objectives
• Responsible for troubleshooting and resolving concerns with regards to Beta test participants within the Pacific Bell Market

Technical Skills

Microsoft Office, SharePoint, MS Project, HTML, Dreamweaver, SAP, Tripwire, Remedy, Oracle

Education

• Undergraduate studies in Business Management
• Integrated Technologies 1999
• Microsoft Certified Systems Engineer (MCSE) Course Completion

Certifications

• Project Management Institute
• PMP Certification 2005