As a Project Manager be part of a collaborative Lean Agile telecom & network team with regional or technology area focus, operating to a Scrum and DevOps framework to drive continuous deployment and continuous improvement. Working closely with team members and managed service partners, deliver valuable business outcomes, at pace, and with efficiency.• Quickly came up to speed and learned all of 3M’s very complex processes for adding change records, Jira stories, getting changes approved, facilitating client meetings etc.• Compiled accurate documentation for Site Surveys for 18 Sites within 3 weeks including having all client meetings to gain the information needed for the Site Surveys.• Facilitated client meetings with several site contacts to gain information needed to document for the upcoming site transformations.

Elicit, document and track requirements and user stories using Modern Requirements4DevOps to create Business Requirements Documents (BRD) for projects. Work with all levels of the organization up to and including the CEO and outside vendors to analyze changes in business and document them. Manage project scope and change by instituting change control process.• Managed project timeline with multiple work streams and vendors to keep project on track for 3rd quarter 2020 launch.• Elicited, managed, documented and tracked over 400 requirements for Fan Selector Software Project while managing 7 other projects simultaneously.• Received special recognition for my work to elicit and manage requirements and drive a previously stalled project to successful implementation saving up to several hours of time per order.• Instituted Change Control Process using SharePoint List with 5 views. This identified 117 items for review and 34 were deferred, 78 approved and 5 denied by the Change Control Board keeping the project within scope and on time.

Create reports, dashboards, statistical analysis and provide trend analysis. Create, evaluate, review and manage data resources and services across multiple departments with the organization as well as for client presentations.• Automated 2 custom reports for a Global Auto maker so they were on the clients Service Now dashboard daily and monthly. This eliminated 1 hour per day prep time.• Developed an automated Qlikview dashboard of all statistical graphs for the Cisco Quarterly Business Reviews. This provided a time savings from 1 day preparation time down to 30 minutes.• Prepared and delivered Cisco Quarterly Business Review Reports to Customer Success Managers for client delivery to all Cisco Clients.• Prepare and deliver Ad-hoc reports upon request from all departments/clients in a timely manner

Perform comprehensive pre-sale technical design and solutioning for custom and complex contact center opportunities. Holistic end-to-end design for ACDs, IVRs, CTI, multimedia, recording/reporting platforms, agent desktops, and traffic management for global enterprise and government customers.

Plan, analyze, design and implement Network Infrastructure solutions for clients such as large US Retailer, Large US Bank, Global manufacturing company and State Government agencies. Analyze requirements, create use cases, provide gap analysis, create technical and functional requirements, Create Bill of Materials, Facilitate Joint Application Design Sessions, Facilitate client and vendor meetings, with members from all levels of management including CEO's.Also configure routers, switches and firewalls.

Call Flow Design for a client that is converting to Unified Communications. Document the Call flow in Visio for development team to develop. Plan, analyze and design solutions for clients such as Large Insurance Company, Large US Retailers and State Governments. Requirements Analysis, Gap Analysis, write Test Cases, write Technical and Functional Requirements, create Use Cases, create Application Design Documents, Facilitate client meetings, and drive on-time client approval as well as client approval of Call Flow Standardization, with all levels of management.

Coached and developed team members to offer outstanding customer service while ensuring that service levels were being met or exceeded. Escalation resolution on first contact. Supported over 400 reps in the following 4 channels of the contact center, Sales, Billing, Repair and Loyalty. Created sales promotions. Coached and trained reps on all aspects of Customer Service, Repair, Sales and Retention specializing in Repair of Cable TV, Internet and Phone including VOIP phone. Handled complex telephone repair and porting issues by programming using BTS switch and Qwest switch as well as working with Local Exchange Carriers to drive resolution.