Project Management Office, I oversaw the strategic direction and implementation of projects. In addition to existing responsibilities like standardized documentation and reporting, I focused on enhancing resource, risk, and quality management. I prioritized portfolio management and stakeholder engagement while promoting continuous improvement and staff development. Integrating technology and ensuring strategic alignment with organizational goals were also key aspects of my role.

Assistant to the PMO Director, drawing from prior expertise to ensure streamlined project initiation, efficient requirement management, proper ROI evaluation, and effective communication strategies, among other essential facets of project governance and reporting.• Enhancing Telecommunication Infrastructure: Spearheaded the enhancement of telecommunication infrastructure across 11 Care Centers in the South Florida region, optimizing network capabilities to bolster operational connectivity and support seamless communication channels.• Facilitating Cloud-Based Telephony Migration: Led collaborative efforts with internal stakeholders and external partners to orchestrate a smooth transition from traditional PBX systems to advanced cloud-based telephony solutions, leveraging innovative technologies to enhance scalability, reliability, and cost-efficiency across the organization's communication framework.

• Managed and supported the delivery and post-implementation of various IT infrastructure projects to meet the needs of core business requirements; enhanced office-wide security systems and processes of 11 different sites•Oversaw a telephony upgrade project of 400+ phones, from Avaya to Cisco; tracked key metrics through various scheduling/task management software; analyzed and determined ROI for replacing legacy infrastructure that brought $180K annual savings in maintenance costs•Streamlined operational efficiency of a 300K sq. ft. 5-floor office by replacing sunset high-maintenance legacy infrastructure with a new data center and 7 IDF closets; realized savings of $70K in extended maintenance fees and $25K in support costs annually; exhibited problem-solving skills to resolve cost and schedule variances; made adjustments on the project plan, schedule, and resources that enabled on-time and on-budget project delivery; brought roughly $18K savings in labor and travel costs•Exhibited excellent leadership skills by supervising a team of 55 end-user computing staff to complete the migration of Windows 7 to Windows 10 across approximately 6,000 workstations in the US; produced $125K savings on Microsoft Extended Support for Windows 7 in about 2,500 workstations within the first year•Developed and maintained project documentation that included defining project scope, continued documentation and reporting, task checklists, cost control report, risk identification and analysis, correspondence/communications plans, and various technical reports to keep project scope 100% on track; generated detailed status reports weekly for stakeholders to monitor consistency and compliance with project strategy•Oversaw the deployment of multifactor authentication infrastructure and deployment, laptop hard drive encryption, and Outlook phishing application.•Used Agile and LEAN processes to lead continuous improvement to project definition and delivery

• Showed strong managements skills by driving a team to implement performance upgrades to Agilysys LMS property management, front-desk, POS, telephony, badge access, information security, and call management systems to support the new Guitar Tower; added 1,000+ rooms and 250 POS terminals to the systems; increased efficiency and reduced downtime and assisting in change management processes within a diverse population• Employed superior technical knowledge to enforce improved change control processes and optimize business operations; minimized outages during business hours that led to an increase in customer satisfaction• Demonstrated superior verbal communication skills by proactively liaising with external vendors to define project requirements and request for a cost proposals (RFPs); develop best practices for negotiating contracts and coordinated procurement of resources to assure completion of project milestones within the specified timeframe• Worked to collaborative with the IT management team to support cabling, terminal purchases, and installation of 350+ new terminals; leveraged in-depth knowledge of information technology to conceptualize strategies; improved customer support and addressed potential technical and infrastructure issues promptly

• Chaired the planning and implementation of software installation and IT infrastructure projects across 2 nationwide fulfillment centers; researched, obtained, and reviewed quotes/contracts with the best pricing to be presented to upper management and legal teams for approval.• Served as subject matter expert on IT in the absence of networking engineers to assist with project testing; aligned projects with set budgets through effective project scheduling, risk mitigation, coordination of vendor resources, and financial controls; aided the successful execution of deliverables.

• Utilized Agile/Scrum methodologies to lead the project development of the first wave of Agile software development projects on time and within budget; increased productivity and boosted performance for external and internal customers/users• Showcased strong organizational skills by leading various infrastructure upgrade efforts across different international regions; systematized requirements gathering and solution development process for all software projects; eliminated critical gaps to align business goals with technical requirements • Provided the guidance and training, as well as coach and mentor a Scrum team of 10 developers and database engineers on Waterfall and Agile methodology to achieve a shared project vision; Working to motivate the team produced a significant impact on team efficiency and collaboration that resulted in the successful development of a new BI platform• Orchestrated the conversion of IBM Cognos Business Intelligence to Microsoft BI platforms (SSRS, SSAS) across 3 business entities; standardized BI reporting and digital analytics capabilities• Completed merger and acquisition of Cellular Repair Company. This included moving the users and infrastructure, inventorying the datacenter to see what can be users, and what should be moved. Scheduled and moved servers, scheduled and migrated users, computers and resources to the Assurant Active Directory.

• Manage project to upgrade the Data Center Core Switches from 6500 based Cisco to the Nexus 7000 series switches, as well as upgrades of Server Block switches and firewalls.• Manage project to implement the Bradford Secure Network Sentry for Network Access Control (NAC). 20,000 active nodes.• Manage upgrade of Servers for VMWare to support the new initiatives for IDE. This allowed users to bring in their own Laptop, IPad, Tablet PCs, and still have access to Royal Caribbean resources through a VMWare workstation running on an internal server, and the ability to consolidate servers from standalone to virtual. This was completed on HP Blade Technologies, and IBM SANS.• Manage upgrades of DNS servers corporate wide, to allow DNS to be integrated with Active Directory so there would not be an issue with a failure of the root server. • Manage the installation of 35 CA IT CM Servers Shipboard to allow remote connectivity and pushes of updates to workstations, casino machines, servers, and Point Of Sale machines across a small bandwidth connection via Satellite communications.• Implementation of EMC ADDM software to check for latencies to address moving servers to the co-location site in VA.• Responsible for all aspects of the project. This included all SOX compliant documentation, PCI Compliance, all financial responsibility and budgeting, quality, as well as timelines based on critical path, resource management, risk mitigation, status reporting, presentation and meetings, in a matrix environment.

• Working with MTN Customers to manage the installation of satellite telecommunications to Commercial Vessels, Cruise Lines and Aviation Companies worldwide.• Lead Manager of new implementation of services with Panasonic Aviation to provide satellite internet to international bound flights where land based internet is unavailable. Managed project group from business analysis, to identifying goals and requirements. Building project management plans, risk documentation, WBS and budgeting, to implementation ofprocess plans and documents, QA, building ongoing support structures, and escalation processes and finally, project handoff.• Provide presentations to clients and partners on status, products and processes.• Manage the process from sales handoff to closure including management of equipment release, assembly and configuration, assembly quality assurance, shipping, customs, delivery, cabling, installation, installation quality assurance, customer acceptance, and closure. Completed lessons learned, and applied what was learned back to the process.• Manage technical staff assigned to the project, and prepare technical documents, configurations, travel, and track expenditures for the installations worldwide.• Be the single point of contact between the Customer and MTN.• Monitor, assess and if necessary mitigate risk. Monitor budgets and quality.• Maintain weekly status reports and client updates.• Designed new Process Mapping and Use Cases for moving forward with clients and installations for the new ERP systems being rolled out.

• Manage Retail Markets Voice portal updates including project planning, joint application development meetings, set timelines and expectations; manage scope and risk, working directly with clients to provide specialized support.• Manage planning, development and deployment of web based applications to support Verizons Self Serve Voice Portal and infrastructure.• Maintain weekly statuses and report to clients, stakeholders, and upper management. Provide cost expenditures, risks and set priorities for project releases.• Setup use cases for call flow diagrams based on the callers possible questions.• Coordinate deployments with all internal resources and external vendors.• Manage Retail Markets Deployments for building of New Call Center. Including project plans, WBS, detailed documentation, scheduling and delivery for software and infrastructure.

* Manager of Software deployments for Level One servicing agents to Large video and high speed internet providers.* Direct Liason to contracted clients for all issues in Implementations, Resolution Concerns, and Troublshooting of Issues.* Conducted in-depth connection assessment, identifying multiple unused circuits and saving over $10,000 in monthly hosting charges. * Worked closely with Developers and clients to monitor projects and define strategies to achieve urgent deadlines.* Managed development and deployment of web-based applications for voice-based XML application. * Tasked to manage, define and source data/voice T-1 lines for new call centers based on clients IVRs.*Coordinate with Engineers on connection configurations with Avaya, Aspect IVR, and Microsoft TellMe and CTI servers.* Orchestrate multiple short/long-term web-based/telephony connectivity projects to on-time and under budget completion.* Administer project planning, design, scope definitions and infrastructure requirements.* Ensure deployments, milestone attainment, risk management and support through completions. * Chair and coordinate relationship with client and voice hosting facilities to achieve critical objectives.* Facilitate effective training, presentations and development materials for new call center products.* Direct relationship between organization and voice hosting facilities through daily follow-ups and weekly meetings to evaluate on-going issues, resolutions and strategic planning with technical staff and senior management.* Originated standardized documentation to source client information, constituting a centralized repository for all client data.* Perform liaison with client management to assess existing applications and facilitate future planning/cost control actions.Environment of Microsoft Project, Visio, Excel, SharePoint, PowerPoint, and Fogbugz issue tracker.