IT Projet Manager supporting large scale infrastructure implementations.

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Senior IT Project Manager for Cenlar's EPMO, I am responsible for a growing list of technology implementations supporting cross-functional departments. Since joining Cenlar in 2020 my work includes the implementation of a full-scale call center technology migration project where I worked as the senior member of a team of project managers to complete the multi-year program. Technologies included all cloud-based systems; Avaya PBX/ACD, Verint WFO (Work Force Management, Call Recording, Speech Analytics, Automated Quality Monitoring), Alvaria Inbound/Outbound dialer, Aceyus dashboard reporting, Avaya customer after-call survey and call-back assist, Verint long-term archive storage for legacy call recording platforms. All projects required working with cross-functional teams, vendor management, documentation, transition support to business owner teams, and all standard project management budgeting and reporting.

Project manager in the Enterprise Portfolio Management office. Initial project responsibilities include call center technology implementations and upgrades.

KDG is a business solutions company, developing custom web based applications, mobile applications, custom websites, business automation, IT managed services, and consulting.Responsible for the workflow of revenue through the company, from marketing and on-boarding new clients, to overseeing the project management and product development process, to support services after delivery.Direct the marketing and sales department in developing marketing materials, writing proposals, preparing RFP responses, and on-boarding new clients.Direct the project management function to make sure our projects are completed and delivered with high quality, on time and on budget, including quality control.Manage the IT services team who provide a full service experience to our clients, including cyber security and technical support. In the past year KDG has almost doubled in size and revenue.Developed new process and project management processes for the growing company, including new methods for writing and managing documentation, change control, quality control, and end user manuals and training.

Project manager and business analyst with responsibilities for managing new program implementation projects, including planning and implementing call center systems, managing integration of client and Sykes systems, integrating systems processes with operational and support process groups, project documentation, post implementation client and operations support.Directed system integration efforts between CRM and call center technologies including CTI integration for screen pop and softphone technology, thin client integration for call recording control, data integration for business intelligence reporting, IVR for intelligent call routing, load balancing systems for call routing to meet service level.Developed best practices and process improvements in the areas of project management, incident management, change control, performance metrics, time-and-motion studies, IVR performance, and ACD call routing.Executed audit and remediation process for PCI security clients, including self-assessment of PCI requirements, remediation of all non-compliance issues following VAM scans and penetration tests, provided executive review and client reports of all results.Responsible for managing technical projects for new program implementations, expansions and upgrades to key infrastructure, integration between Sykes and client systems, develop project plans, manage client and 3rd party vendor activities.Manage the full life cycle of projects including RFP reviews, matching requirements with the best and most applicable technology solutions, developing and executing the project plan, developing and managing schedules and budgets, risk assessments, post implementation transitions, on-going support and analysis of program activity.In depth experience from a technical and business perspective, PMI, ITIL, and Agile development best practices, data center technologies, voice & data technologies, developing and implementing strategic solutions from concept to turn-up.

Project manager and business analyst with responsibilities for managing new program implementation projects, including planning and implementing call center systems, managing integration of client and ICT systems, integrating systems processes with the operational and support process groups, project documentation, post implementation client and operations support.In depth experience from a technical and business perspective with call center programs, best practices, telecommunication systems, internet technologies, developing and implementing strategic solutions from concept to complete turn up.

Responsible for developing a new billing and asset management web application and supporting processes to balance billable usage against facility costs on thousands of data circuits. Analyzed numerous client operations and business objectives to develop recommendations for using technology to meet such objectives without jeopardizing operational effectiveness.

Project manager for the call center technology group. Responsibilities included;* Procurement of new technologies from RFP to contract award* Technology implementations from design to development to production* Systems support including performance monitoring, trouble-shooting, upgrades and break/fix* Technologies included ACD, CTI, IVR, Call Monitoring, Predictive Dialer, Workforce Management.

Managed a team of senior technical specialists performing professional services for domestic and international telecommunications companies. Clients included Quest, SBC, Telecom Argentina, Telefonica (Argentina). Professional services included system installations, POC projects, network and data analysis, custom product development, acceptance testing.