AREAS OF EXPERTISE

• Program Management Business Analysis Supervision/Training
• Project Management Process Reengineering Help Desk Mgmt.
• Systems Design Business Planning Cognos/Crystal.
• Asset Management Team Mgmt. Program Development
• Infrastructure Management SDLC Office/CR Relocations
• Java and J3EE comprehension Vendor Management Business Modeling
• Business Analyst Scrum/Agile Change Mgmt

EXPERIENCE

Confidential

Operations Manager

• Ensured compliance with all deliverables
• Trained the Sales Team to write proper Statements of work
• Ensured all training documentation for SalesForce.com was in place
• Worked with Discover.org for Data mining

Project Manager

• Responsible for scope, budget, management for all IT Consulting Engagements.
• Developed and managed budgetary, timeline and deliverable milestone for ServiceNow
• Oversaw all sales engagements ServiceNow ITSM, ITIL Engagements

Confidential

• Project Manager Business Relationship Manager
• Grew the Dell Pipeline from 200K to 2.5K in 12 months, closing over 1.3M the first year
• Project Manager for all Partner engagement acted as Engagement Manager
• Provided budget, issue, risk and schedule management for new Projects

Confidential

• Project Manager Greyhound Industries and Atmos Energy
• Managed programs for two separate companies simultaneously to provide ITIL and best practice improvements to IT Infrastructure projects
• Reduced costs for the Help Desk by 1M annually by streamlining first call resolution and call routing.
• Advised and led teams on budget, issue, risk and schedule management for new HD software implementation as well as GroupWise to Exchange migration
• Guided Atmos Energy to implement Knowledge Management Wiki to assist agents in first call resolution
• Managed programs for two separate companies simultaneously to provide ITIL and best practice improvements to IT Infrastructure projects

Confidential

• Support Manager and Consulting
• Developed and established new support department for new retail pharmacy software with budget of over 4M
• Managed implementation of new processes for hiring, training and maintaining budget for a 24x7 second / third level Application Support Center

Director of Implementation

• Directed a team of over 30 for implementation and training resource for their customer rollouts
• Designed, Developed and Implemented Metric improving Service Level Agreements, action plans for improving metrics, including Knowledge Management systems and Call and Problem Management systems

Confidential

• General Project Manager PMO Southern Power
• Assisted and managed 5M budget for Asset Management, Service and provisioning management
• Created new change organizational processes for large companies relevant to Software Delivery and deployment of over 3,000 retail systems
• Assisted Project Management office for the largest power company in the South East United States. Managed multiple offices from their PMO such as a Virtual Server GSX / ESX VM farm , Field Operations software selection and operation Maximo

Testing Manager AT T

• Responsible for providing Functional and Performance testing expertise and management of the first strategic integrated solution offered by the world's largest telecommunications company
• Managed a team of 23 test leads, testers and program management staff responsible for testing the first integrated solution. Our team created over 2000 unique test plans for the billing application for each corporate entity.
• Responsible for creating, updating and executing detailed test plans, test data, and reporting. I provided C-level daily reporting to all areas of the program, including CIO and other executive level management. My team created internal and external processes for issue management as well as using performance testing.

Opus Rollout Help Desk Manager

Confidential

• Responsible for bringing in over 40 analysts to assist with first and second level calls for the 3500 Store systems Retail roll out.
• Responsible for First Call resolution, Knowledge Management and reporting for success of the actual rollout for new Java based system to all the national stores.
• Responsible for hiring, firing, scheduling for a 24x7x365 Help Desk. Our First call resolution with Brand new analysts was over 80 .

Project Manager Asset Management Confidential

Responsible for implementing HP Asset Center, ITAM Processes and ITIL foundations for Hardware and Software tracking systems, including Client onboarding and IT Procurement. Managed a 5M project including integrations to many external systems.

Confidential

Program Manager

• Created new methodology, project documentation tool kit and PMI standard methods for implementing all IT and business related projects.
• Successfully implemented and delivered over 40 projects on time and within budget.
• Established, managed, and maintained processes to ensure project success which include Project deliverable methodologies and templates, gateways and sign offs, project change management processes, and issue management.
• Managed a highly skilled team of consultants and testers to plan, analyze, develop, deploy and test one of the largest strategic initiatives for the largest Telecom Company in the US. Delivered the project on time on budget.
• During implementations, successfully managed vendor and subcontractor relationships to accomplish our project timelines
• Overall responsible for a large scale program to sell, implement and support an electronic invoicing standard across all airlines US and international as well as their suppliers. At any given time, we could have up to six projects in any phase of implementation as well as over 20 currently airlines in a support model.
• Provided consistent, actionable reporting strategies to determine optimal Service Level Agreements.
• Designed, Developed and Implemented Metric improving Service Level Agreements.
• Designed, Developed and Implemented action plans for improving metrics, including Knowledge Management systems and Call and Problem Management systems.
• Improved First Call resolution from 40 to 85 within 6 months by implementing a Knowledge Management Tool, as well as a process for continuous improvement through creation of a Service- Centric IT organization.
• Improved Call Efficiency and Cost by implementing a Call Routing System, which routed calls to appropriate Specialists and cut call times by 25 during the first year.
• Provided Help Desk Management, including the hiring of skilled analysts and the provision of career path development plans for all Help Desk analysts.
• Enabled cost benefit savings of three million 3,000,000 per year in overpaid lease payments through Asset-tracking consulting.
• Enabled 400,000 in yearly savings through implementation of a re-deploy versus new purchase strategy and better tracking of assets.
• Reduced Help Desk second-call statistics and improved customer service through the leveraging of caller Asset Data.
• Provided software-licensing metrics to ensure license compliance, thus reducing costly penalties and true-ups.
• Increased system up-time metrics from 93 to 99 and allowed for PLANNED versus EMERGENCY outages, through provision of software and processes to facilitate the tracking, trending and predicting of overall system outages.