Professional Summary

• A versatile Senior IT Program Manager/Project Management Professional with demonstrated expertise in all phases of Hospital, Public Utilities, Confidential
• agency protocols, call center interactive voice response, ACD analysis/implementation, Aspect/Genesys integration, business requirements analysis, software development, service delivery, telecom billing, customer support and project management partnering with a formalized Project Management Office as evident by the successful Vendor Management procurement and delivery of hardware, software, healthcare solutions, contract procurement, billing, financial, technical programs and projects for telecommunication providers Avaya, AOL, Montefiore Hospital, Cablevision, AT T, NYNEX, Bell Atlantic, Verizon, Verizon Business, Frontier Communications . A strong attention to business details and Professional Services customer support balanced with technical development experience and an ability to quickly understand a business goal ensures immediate contribution to your company's IT strategy. Skills
• Twenty years of expert knowledge organizing and leading small to large groups to resolve complex business problems.
• Extensive hands on knowledge and understanding of Capital project and programs in excess of 30 million dollars.
• Expert knowledge managing matrix documentation, along with strong program and project planning experience.
• Advanced experience and ability to multi-task various large and small projects
• Expert knowledge coordinating the timely communication of project information, including status reporting, meeting actions, changes requests, risk reports, issue logs, schedule and budget performance charts, etc.
• Extensive hands on experience engaging in discussions with client in developing project framework, governance structure, rules of engagement, etc.
• End to End Program / Project management from requirements thru production implementation.
• Extensive hands on experience leading coaching, conflict resolution, team building, listening, crisis management, leading diverse groups, meeting facilitation.
• Expert knowledge in all aspects of planning, execution and project delivery including defining project scope, specifying deliverables, estimating project duration, cost, managing project budget, creating detailed project plans
• Extensive hands on experience using Clarity, Microsoft Project, Visio and the entire Microsoft suite of project management tools.
• Expert knowledge of all phases of Vendor Management for the procurement and delivery of hardware, software, Genesys / Verint telephony systems, and all products required for the implementation of a multi-million dollar Information Technology infrastructure.
• Expert knowledge of all phases of Vendor Management for consulting resources for multi-year programs in excess of 6 billion dollars.
• Extensive hands on testing of Hand held wireless devices/Aruba software to be utilized by the NYSE traders on the Stock Exchange trading floor to pick up orders and complete customer sales. Extensive hands on experience testing wireless clients utilizing AT T, Motorola and Juniper networking systems for the New York Stock Exchange.
• Expert knowledge of Telecom billing processes, procedures, and Carrier Access Billing systems. Outstanding verbal communication and team interaction abilities.

Experience

Confidential

Senior Program Manager/Implementation

Extensive hands on program management experience managing multiple day to day system integration projects for the JP Morgan Chase, Confidential Stock Exchange and the ConfidentialTransit Authority partnering with a formalized Project Management Organization utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, database updates and report writing tools for the entire ConfidentialTransit Authority 5500 telephones located throughout the 5 boroughs of Confidential

Confidential

Senior Project Manager/Program Manager Implementation Extensive hands on project management experience managing multiple day to day medical system integration project utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, database updates and report writing tools for Montefiore hospital Call Centers using the Aspect/Avaya CTI platform partnering with a formalized Project Management Organization utilized by 2000 call center agents in 8 call centers located throughout Confidential Bronx and Westchester. Utilizing the latest technology and managing a group of system/telephony engineers to design, development, test and implement access to all patient medical information to be delivered and utilized on the Montefiore medical staff tablets which eliminated each medical professional from carrying a laptop to obtain this vital information.

Confidential

Senior Program Manager/Project Manager

• Extensive hands on project management experience managing multiple day to day system integration project utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, database updates and report writing tools for Cable/Media call center using the Aspect/Genesys CTI platform utilized by 4500 call center agents in 10 call centers located throughout the Confidential
• Partnering with a formalized Project Management Organization to coordinate and chaired daily meetings with our engineering, networking, business partners and contract vendors to analyze, develop and implement new call center solutions to a customer base in excess of 3 million customers.
• Chaired weekly meetings with Call Center management to discuss and gather new business requirements for system enhancements to be utilized by the ten call centers located throughout the Confidential

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Confidential

Senior Project Manager/Program Manager

• Team chairman for implementation of HIPPA rules required for successful approval of new FDA emergency medical devices, and fulfillment center to be located in Bristol Pa. Extensive hands on project management experience managing the day to day designing, development, and implementation of new hardware/software requirements, database updates and report writing tools for medical alert devices and 500 call center agents in 17 call centers located throughout the United States. Coordinate and chair daily meetings with our engineering and contract manufacture partners to analyze, develop, sell, provision, and ship medical alert devices to customers throughout the United States.
• Chaired weekly meetings with Call Center management to discuss and gather new business requirements for system enhancements to be utilized by the nine call centers located throughout the US.
• Chaired weekly conference calls with Call Center supervisors to discuss, analyze, and implement new processes and procedures to reduce the agent call time, while providing better service to our customers.
• Designed, documented and delivered all requested and mandated training for Call Center agent training.
• Analyzed, designed, and wrote all new agent scripts to be utilized while speaking with our customers.
• Research and held weekly meetings with our executive team and numerous vendors to procure and implement a new Avaya call center telephone switch and scripting tools.

Confidential

Senior Marketing/Sales

Extensive Project Manager Experience with analyzing, designing and implementing real estate advertising and sales tools to support agents requirements to initiate and complete the sale of residential and commercial real estate. Single point of contact to both buyers and sellers to gather their real estate requirements for listing and selling their property.

Confidential

Program Manager /Senior Project Manager

Partnering with a formalized Project Management Organization to coordinate and chair daily business analysis of current systems software meetings with the Verizon Business, Telecom Sales, Engineering, Networking, Retail, and Service Implementation Management organizations to identify and analyze business requirements, and associated costs and savings to design, develop, and implement new applications for both our internal and external user communities. Applying business requirements rules, I have extensive Project Manager experience developing technical and financial specifications for the deployment of 78 new Verizon Business applications for the sale of 14 states which successfully completed the 8.6 billion dollar sale of telephony and data services to Frontier Communications. Coordinated and tracked system security access permissions for 78 Verizon systems, and a user community in excess of 1000 people to provide and deny system access based on business rules as detailed within the Frontier contract of sale. Successfully implemented the business requirements and technical support to have Call Center desktop computers reimaged for a user community in excess of 1000 people.

Confidential

Senior Program Manager/Business Analyst

• Successfully implemented the integration of newly developed IT provisioning systems utilizing TIRKS as a backend system to retrieve data. Successfully completed testing of FIOS during its development and initial deployment. Partnering with a formalized Project Management Organization to coordinate daily meetings with the Verizon Business Sales Call Centers, Conference Call Centers, Order Entry Call Centers, Financial and Implementation Management organizations to identify business requirements, develop technical and financial specifications, and deployment of new Interactive Voice Response and ACD system enhancements eliminating 100 full time Call Center employees resulting in an annual savings in excess of 5 million dollars. Coordinated and tested computer/telecommunications hardware, and software development for the E911 emergency systems for New York Fire, Police, and Emergency Medical Services agencies.
• Chaired weekly meetings with Conference Call Center and Operations management to discuss and gather new business requirements for system enhancements to be utilized by the seven call centers located throughout the US, Philippines, Argentina, and India .
• Weekly conference calls with Call Center supervisors to discuss, analyze, and implement new processes and procedures to reduce the agent call time, while providing better service to our customers.
• Weekly conference calls with Field staff management team to discuss, analyze, and implement new processes and procedures to reduce the number of times a technician would have to be dispatched to successfully complete a repair and new installation at our customers premise.
• Monthly face to face meeting with the Verizon Business CIO to discuss the data gathering progress for the sale of telephony services to Frontier Communications.

Confidential

Technical Manager Wholesale WEB TECHNOLOGY

Partnering with a formalized Project Management Organization to support all Data Center Applications for Verizon's interface with competitive local exchange carriers located within the Verizon footprint. Defined, developed, and deployed new business rules, and application processes for the Wholesale competitive local exchange carrier billing invoices to be received and processed electronically into production Data Center environment. Experience as the Senior Technical Manager included the direct supervision of 10 System Engineers working on two unique application development and hardware production support teams. Team met daily with the Verizon Operations teams in the New Jersey, and New York data centers to design and prepare all required documents to verify that all aspects of our systems were working perfectly, and that all systems monitoring is working as designed. T These successful monitoring systems have saved the Verizon corporation New York State Regulatory mandated fines in excess of 12 million dollars annually in out of service costs. Designed, and implemented an application build/release life cycle process which includes the compilation, testing, and deployment of internal and external customer requested system enhancements. Hands on experience include managing a 5 million dollar budget for the procurement of new computer hardware and software for the test, production and disaster recovery environments, and all allocated budgets associated with Full Time Employees, and On/Off shore Contractors.

Confidential

Project Manager

Partnering with a formalized Project Management Organization to support the direct supervision of 5 software System Engineers working as a team to successfully design, develop, and implement the migration of a robust engineering application which has reduced Verizon operational cost in excess of 2 million dollars annually.

Confidential

Mainframe Computer Programmer

Identified business requirements required for defining, designing and deployment of system code updates for the Verizon Financial Reporting, Motor Vehicle, Capital Tools and NYNEX Asset Tracking systems.