Kerri Smith Email and Phone Number
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Self motivated and self directed career professional with 15+ years of program/project management experience coordinating diverse cross-functional teams to deliver on highly visible, time sensitive programs/projects across functional areas of Operations, IT, Software, Engineering and Core Business. I excel in fostering cross-functional teamwork, customer relationship management, process improvement, maintaining end-to-end strategic vision.Key Transferable Skills:· Customer Relationship Management (CRM) / Customer Experience· Exceptional Proficiency with Business software (Microsoft Suite)· Extensive People Management Skills· Program/Project Management methodologies (PMP, Agile, DMAIC/Six Sigma)· Exceptional Troubleshooting Skills· Cross Functional Collaboration· Process Improvement / Strategy Driven· Firefighter/National Registry Emergency Medical Responder (NREMR)· Strong knowledge of Public Safety / Emergency Management· Vast experience with national and international travel· Ability to travel on short noticeKey areas of interest:· Customer Relationship Management· Problem Solving/ Troubleshooting· Strategic Planning· Mentoring· Process and Procedure, Work Flow Analysis· Group Collaboration· Work Life Balance· TravelSpecialties: People Management, Customer Lifecycle Management, Customer Service, Customer Issue Tracking tools (Atlassian Jira, Clarity), Experience working within a diverse international environment, Program Management, Product Management, Team Building, Cross-Functional liaison, Leadership, Mentor, Self-Motivator, Creative Thinker, Risk Management
Mastec Network Solutions
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Senior Program/Project Manager - Infrastructure Systems & ToolsMastec Network Solutions Sep 2021 - PresentCoral Gables, Fl, Us* Post-merger and acquisition support for MasTec Network Solutions (MNS) focusing on business process integration, operational readiness and deployment of system and tools with focus on Oracle Field Services* Pre deployment analysis and development of process maps and flow diagrams, business requirements* Post deployment onsite training and operational support driving compliance towards internal and customer metrics and KPI's* Change Management oversight of enhancements and testing for Oracle Field Services* Liaison between local leadership, HR, Vendor Management, Finance, IT, AP, and Procurement to help drive operational support to ensure maximum value and driving adoption
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Director, Project Management OfficeDecisive Communications, Inc. Jun 2019 - Sep 2021Ijamsville, Maryland, Us*Acquired by MasTec in 2019**. Program Oversight of 70+ wireline construction and activation activities in support of a Fortune 500 Customers Next Generation (NGEN) network upgrades projects* Drove Cross functional collaboration between the inhouse and customers Design, Construction, Activation, Scheduling and Billing teams* Developed and implemented process and produces to stand up and support the Project Management lifecycle Survey, Design, Construction, Activation, Warehouse* Provided leadership and oversight to project managers and other cross functional teams to drive a culture of teamwork and collaboration through the establishment of weekly executive reporting -
Project ManagerDecisive Communications, Inc. Nov 2018 - Jun 2019Ijamsville, Maryland, Us* Developed process, procedures and training materials to successfully implement our clients (CRM) tool, Salesforce, to over 60 users across 4 markets* Requested by the client to provide supplemental training to their employees
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Independent ConsultantAscenttra Inc. Nov 2018 - Jun 2021Vienna, Va, UsUtilized 15+ years experience with the National Incident Management System (NIMS) and the Incident Command System (ICS) techniques of emergency response to fulfill the roles required of the SimCell, Videographer, Controller/Evaluator in support of the following exercises; Maryland Regional V Emergency Preparedness 2018 Coalition, MARTA 2018 and 2019 Full Scale Exercise, Northern Virginia Emergency Response System (NVERS) 2019 Full-Scale Exercise and Natick Mall Full-Scale Exercise 2019 -
Appalachian Trail Thru-Hiker (2000 Miler)Appalachian Trial Apr 2017 - Sep 2017Successfully solo hike 2189 miles from Georgia to Maine overcoming adverse conditions and mental and physical challenges to complete this challenge
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Program Manager - Change Management Program Management Office (Pmo)Time Warner Cable Jun 2014 - Nov 2016Stamford, Ct, Us* Planned, executed and delivered top 50 strategic initiatives to improve customer satisfaction, reduce churn, meet regulatory compliance, perform risk mitigation, advance marketing, and ensure exceptional operational support* Directed a High-Speed Data (HSD) firmware upgrade deployment to over 7.5 million high speed customer devices and developed and documented a cross functional HSD firmware upgrade process flow for future releases * Led a cross functional team comprised of Engineering, Operations, Security, Network Operations and Commercial to deliver a multiphase DDoS mitigation solution on time and on budget that resulted in new mitigation capabilities, process improvements and improved cross organizational collaboration for faster mitigation times. This included the implementation and turn up of hardware and software, development of documentation, facilitating training and defining and implementing success metrics and reporting * Managed an organizationally and geographically diverse cross functional team (Legal, Payment Services, Billing, Marketing, Region, Care, Business Intelligence, Regulatory and other technical teams) to identify and implement over 45+ complex initiatives required to meet a new product deployment* Ensured cross team collaboration through bi-weekly project health and status reporting to C Level executives, stakeholders and cross functional teams, highlighting major accomplishments, risks, issues -
Program Manager - Network Operations And PlanningTime Warner Cable Feb 2012 - Jun 2014Stamford, Ct, Us* Program managed the successful implementation and execution of Wi-Fi initiatives to improve overall customer experience in the areas of Network Deployment, Incident Management, Service Management, Performance & Fault Management, Provisioning, Reporting, Service Improvements and Marketing* Ensured operational support of business initiatives for new market launches to include roaming partners, special events and projects such as an “In browser Messaging Platform” (IBMS), and platforms to offer Sweepstakes to customers* Spearheaded the creation and successful execution of a System Development Lifecycle, positioning the company to surpass customer expectations through a well-defined and outlined phased approached * Established cross functional weekly program health and status updates to provide Executive Team members visibility on current operational health of the program
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It Operations Project Manager - Rcn CableKforce Inc Apr 2010 - Aug 2011Tampa, Fl, Us* Oversaw the management of approximately 30+ operations projects ranging in size and complexity for a team of 10 Tier II and III Engineers aimed at driving cost reduction, streamlining work, improving infrastructure and establishing a disaster recovery environment * Lead project team members through all project phases and provided administrative responsibility for meeting minutes, issue tracking, follow-up on key decisions and action items, along with the facilitation of working sessions and creating and updating project plans* Prepared status reports for various staffing levels that tracked progress, program milestones and highlight significant issues* Implemented a weekly cross function steering committee to facilitate communication of upcoming projects and ensure resource allocation -
Customer Experience Program/Project ManagerSprint Nextel Mar 2008 - Nov 2009Overland Park, Kansas, Us* Coordinated technical and non technical cross functional teams to identify, troubleshoot and drive permanent resolution aimed at an improved Customer Experience across the entire customer lifecycle* Generated network table changes that allowed for improved company-wide, customer friendly “Confirmations” for account transactions to be generated and sent bilingually* Provided guidance, feedback and testing support during the implementation of multiple internal project management tools* Drove team unity and communication through the use of cross-team networking and brainstorming sessions which lead to the development of a cross functional SWAT team and gap closure efforts on key corporate metrics* Used strategic vision and Partnership Alliance to deliver on projects -
Supervisor - Network Quality Engineering - Chronic Issues ManagementSprint Nextel Aug 2005 - Mar 2008Overland Park, Kansas, Us* Management responsibilities of a staff of up 7 Engineers* Generated transition of responsibility action plan post merger* Gather, Analyze and Trend customer data as related to network issues* Develop process and procedures around ticket escalations, ticket requirements and troubleshooting data* Fostered cross-functional teamwork and knowledge through ongoing relationship building between organizations
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Manager - National Network Engineering Technical ServicesSprint Nextel Feb 2004 - Aug 2005Overland Park, Kansas, Us* Management responsibilities of a staff of up to 7 Tier II/II 24/7 support engineers* Created and enforced Service Level Agreements with Care and Engineering organizations to improve efficiency and effectiveness of ticket resolution* Provided effective communication of both company and individual updates through weekly staff meetings, 1:1 sessions and an open door policy* Was Acting Interim Senior Manager in managers absence; responsibilities included attending weekly staff meetings, senior leadership conference and daily managerial tasks* Was a Founding Member of the NETS Operations Support (NOS) Committee
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Engineer - National Network Engineering Technical Services,Sprint Nextel Jan 2001 - Feb 2004Overland Park, Kansas, Us* Provided technical support to the Regional Network Engineering Technical Services (RNETS), Nextel Worldwide Care (NWW) and the National Network Operations Center (NNOC) * Coordinated troubleshooting efforts with Tech Development, NTS, NWW Care, Regional NTSG's, International GSM carriers, MSO's, Local Markets, NNOC, IXC's * Participated in the Alpha / Beta phone trials by testing and providing feedback to the Technology Development Subscriber team * Created test plans, enhancements to tools and documents training, web page * Tracked and analyzed both inbound and outbound subscriber issues * Enhanced processes and procedures to improve customer service and resolution time
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Group LeaderParametric Technology Corporation (Ptc) May 1999 - Jan 2001Boston, Massachusetts, UsGroup Leader - Software License Group, Parametric Technology Corp. (PTC), Waltham, MA * Managed the daily activities of 6 License Management Representatives who handled a call log of approximately 150 calls per day * Mentored and trained new License Management Representatives * Administered annual performance evaluations * Interviewed / hired new License Management representatives * Coordinated with various departments such as Order Administration, Software Fulfillment, Maintenance, Contracts, Technical Support and Sales to ensure that the customers' licensing needs were met in an efficient, timely and professional manner * Reviewed ISO 9000 Documentation Standards in order to improve internal processes and systems
Kerri Smith Skills
Kerri Smith Education Details
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Hawaii Pacific UniversityJustice Administration
Frequently Asked Questions about Kerri Smith
What company does Kerri Smith work for?
Kerri Smith works for Mastec Network Solutions
What is Kerri Smith's role at the current company?
Kerri Smith's current role is Business Operations / Program Manager / Customer Success Advocate | ITIL, ICP.
What is Kerri Smith's email address?
Kerri Smith's email address is ka****@****ail.com
What is Kerri Smith's direct phone number?
Kerri Smith's direct phone number is (855) 479*****
What schools did Kerri Smith attend?
Kerri Smith attended Hawaii Pacific University.
What are some of Kerri Smith's interests?
Kerri Smith has interest in Boating, Traveling, Scuba Diving, Basketball, Firefighting, Sailing, Anything Outdoors, Sports, Camping, Ice Hockey.
What skills is Kerri Smith known for?
Kerri Smith has skills like Program Management, Cross Functional Team Leadership, Leadership, Sdlc, Troubleshooting, Management, Process Improvement, Strategy, Team Building, Project Management, Project Planning, Customer Service.
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