OBJECTIVE:

Project Manager with leadership, engineering and communications skills. Drive improved productivity, revenue growth and customer satisfaction.

SUMMARY:

• Operations / Program Manager with extensive experience and knowledge in over - seeing complex implementation projects. Ability to improve operational efficiencies, reduce recurring costs and improve collaboration within an organization.
• Cost analysis and ROI projections. Statement of Work creation. Implementation planning and execution. Project Management and Resource Management and Allocation. Solution Design and Configuration.

CORE COMPETENCIES:

• Strong technical knowledge
• Project scoping and planning expertise
• Problem solving approach
• Collaborative team approach
• Coordinate Vendors and Departments meeting for smooth transactions
• Excellent Customer Service oriented
• Goal oriented and performance driven
• Subject Matter Expert
• Excellent communications skills (written and oral)
• Develop templates for tracking and a go to document for future installs

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Managed and Deployed a 450 seat cloud based Call Center Install and IVR System
• Managed Groups to Integrated Call Center with IP Telephony and Desktop Soft phone
• Managed and Documented IT portfolio for Production Control
• Managed install of Mimecast for 800 plus seats
• Managed and Salesforce upgrade TLS 1.2
• Managed Documentation and Coordinated departments on SLA’s for Helpdesk
• Coordinated meetings between customer and vendor
• Coordinated, reported status and stability of project oriented work efforts
• Established and implemented project management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high quality standards and met customer expectations
• Assembled project plans and teamwork assignments, directing and monitoring work efforts on a daily basis, identifying resource needs, performing quality review; and escalating functional, quality, timeline issues appropriately
• Tracked key project milestones and adjusted project plans and/or resources to meet the needs of customers
• Coordinated communication with all areas of the enterprise that impacts the scope, budget, risk and resources of the work effort being managed
• Managed one or more cross-functional projects of medium to high complexity

Confidential

Responsibilities:

• Consulted with various call center managers to understand their current technology.
• Design new call flow patterns where necessary.
• Recommend technologies and tools that drive more efficient operations.
• Establish meaningful metrics to yield optimal business results
• Assembled meetings with senior leadership and department heads to insure new technologies and call flow patterns are on-point.
• Read Blue Prints and make suggestions and recommendations

Confidential

Project Manager

Responsibilities:

• Evaluate and procure new technologies to improve the overall Healthcare Environment
• Joint planning with senior management to understand corporate goals, evaluate growth requirements and develop new communications solutions to support those goals
• Responsible for managing vendor relationships, including on-boarding, meeting coordination, setting expectations and monitoring project goals/attainment metrics
• Design and implement disaster recovery solutions
• Read Blue Prints and make suggestions and recommendations
• Identify, negotiate and resolve billing issues with assigned vendors and carriers
• Manage operational support for 20 healthcare sites
• Oversee all unified communications installations and upgrades
• Lead, manage, organize and motivate agile project teams to deliver above expectation outcomes
• Managed and installed three new Hosted Call Centers at remote sites (Telax)
• Managed, coordinated and completed four major Hospital Avaya PBX Upgrades to VOIP
• Implemented and negotiated a free installation of Verizon Wireless Cell antennas for building coverage throughout 6 of the larger campuses. Saved hospital a onetime cost of $500,000 in equipment
• Analyzed and negotiated lower rates for company and employee cell phones
• Analyzed phone bills and negotiated reduced rates with Verizon Business. Reduced wireless costs by 40%, saving the hospital $168,000.00 per year.
• Analyzed pager usage, reducing expenses by 30%, saving the hospital $72,000.00 per year.
• Implemented Disaster recovery procedures and plans, that included
• Power failure emergency phones for all major locations
• Cell Phones as backup to power failure emergency phones
• Assuring overhead paging was tested and fully operational
• Designed a plan to migrate the phone system to newer technology using existing system and converted it to a hybrid TDM and VOIP platform. This project saved the hospital $1.2 Million.
• Managed and installed Wireless Spectralink System across all 4 campuses

Confidential

Responsibilities:

• Assist clients with designing plans and recommending solutions for Converged Networks
• Project manages various unified communications installations for Legacy Telecom systems and VOIP.
• BCM installs and selling new equipment to fit the needs of the customer
• Help sales team at customer sites to close deals on Unified Communications products and services
• Have meetings with senior leadership and department heads on how they want their system to flow

Confidential

Services Voice Engineer II

Responsibilities:

• Project Managed Avaya-Nortel PBX’s for US and Canadian clients
• Managed weekly meetings with vendors to insure projects were on time and on budget
• Deployed, evaluated and trained users throughout US and Canada on Avaya Modular Messaging
• Deployed Call Pilot with Fax, Desktop, Speech Activation and Mailboxes
• Deployed Symposium Call Center system to 63 recovery sites
• Evaluated and deployed Verint Recording Systems (CDR) in US and Canada
• Tested and deployed the MCS 5100 backup system
• Replaced TDM tie lines with VOIP solutions adding Signaling Servers on the Nortel PBX
• Assisted with testing and evaluating implementation of new IP Telephony Technology (CSE 1000)
• Spectra link installation of wireless telephones throughout US and Canada.

Confidential

Sr. Support Engineer

Responsibilities:

• Supported Avaya-Nortel Meridian One Products (Option-11, 21, 51, 61, 71, 81)
• Overseen and implementation of new field trials and beta trials
• Worked with the Nortel Design team for implementation of Call Pilot
• Performed system auditing, power and ground tests, analysis of call flows and site inspections
• Responsible for remote diagnostic testing and clearing identified troubles
• Provided regional coverage for tech’s at remote sites and supported Sales Engineers
• Worked on all platforms of the Avaya-Nortel PBX systems
• Help Sales team on customer sites to close deals on Communications products