I provide technical expertise on project progress, updates, and guidance for initiatives including the University of Phoenix, and other major and minor companies.]Within this role, I:- Achieved my Six Sigma Green Belt Certification, utilizing the skills I learned to save the organization upwards of $567K in operational costs.- Completed numerous fiscal unification improvement deployments, managing upwards of $126K in associated assets over a 1-year period. I worked diligently to ensure the project was completed on time, within budget, and with no disruptions to business operations.- Successfully managed IT operational budgets for projects of upwards of $4.5M, $1M, and $400K, often for 7 to 8 projects simultaneously.- Execute high-level leadership and managerial skills in managing multiple projects simultaneously, ensuring all deliverables are consistent and of high quality.- Develop innovative improvements to streamline workflow operations and increase efficiency across departments.- Initiate cross-training of staff for system changes and upgrades, and simultaneously work with financial teams and other internal departments to ensure budget, future expenses, and costs are properly managed.- Perform multiple leadership responsibilities such as coordinating with vendors, managing meetings, and providing clarification to senior management on matters in need of technical competence.

I managed the entire customer life-cycle, from on-boarding new businesses to leading enhancement projects, and finally to managing all aspects of service closures.Within this position, I:- Worked with numerous individuals, including procurement and financial controllers to ensure proper financial closure, senior management to understand requirements and develop project plans to improve the delivery of telecom solutions and telephony services, and the technical team to address issues as they arise and to resolve issues in a timely manner.- Led projects to improve cost efficiency for mobility use and Web conferencing tools.- Provided project management for services that include POTS lines, PRI, Metro - e, AVPN, MPLS, Broadband Cable, and Internet, as well as the enhancement and support of PBX equipment (Mitel, Avaya, Cisco Unified Communications).- Managed an 8x8 cloud solution.- Reviewed our Telecom contracts with all the major telephone service providers (Century Link; Windstream, ATT, Level 3, Comcast) to ensure competitive pricing, rapid provisioning, service quality, and SLA compliance, and availability and reliability.- Demonstrated in-depth technical skills and knowledge to ensure projects are completed to the highest standard and in compliance with all safety regulations and client needs.

I managed the delivery of items for multi-million dollar projects depending on work scope, coordinating with internal teams to meet requirements, including user acceptability testing and other pertinent documents prior to project deployment. Additionally, I recognized customer requests and translated them to the technical team to ensure completion and meet client expectations.In this role, I:- Collaborated with a worldwide project team and vendors to enroll more than 50 new contact centers while adhering to HP's project management standards for the project's planning and design, execution, monitoring and controlling, and closure phases.- In a business analyst role, facilitated discussions with stakeholders to define and document business requirements, monitoring requirements execution to ensure continuous alignment with business goals.- In a technical role, applied expertise in front end dev. (webpage design and customization), SQL (database administration and customization), Java, and visual basic to set up the AIC and migrate all existing clients (~3K) to the new system.- Served as a technical resource in $30M+ phone rollover project, offering direction and experience for successful implementation.- Managed 25+ projects simultaneously, ensuring all were consistent and of excellent quality.- Reviewed product design to ensure compliance with engineering principles, company standards, customer contract requirements, and related specifications.- Provided engineering expertise that included Windows DHCP scopes, MS Visio (call flow design), and the design requirements of Avaya CMS Supervisor, Avaya Modular Messaging, Avaya Communications Manager, and Avaya IR.- Provided feedback between project phases, to implement corrective or preventive actions to bring a project into compliance, until the project is ready for UAT.- Participated in the essential steps to properly closing a project, including UAT and documentations.

I took on full responsibility as the technical lead for $3M rollout of an Avaya Unified Communications system for a company that has the largest network of commercial vehicle dealerships in the US.In this position, I:- Supported a corporate initiative to become an integrated one-stop sales and services solution, implementing 150 Avaya Media Gateways, a central unified communications system, at both a corporate and a disaster recovery site, completing the cut over for 700 employees.- Doubled income to $55.2M in 2011 after addressing key communication challenges as a legacy PBX system, a large US network at multiple sites, a mobile service fleet, multiple acquisitions, and rapid growth through expansion of the business lines.- Successfully converted 11 existing sites from Mitel PBX to Avaya PBX.- Gathered all system requirements for system build. I documented functionality, and gained senior management buy-in with presentations on design and implementation schedule. I maintained leadership responsibilities for coordinating vendors, managing meetings, and providing clarification to senior management on technical decisions.- Worked Hands-on for Technical Deliverables, including Plan Voice communication design and implementation, Plan Voice integration with Active Directory and Lync, and Plan Voice redundancy between corporate site and backup site.

I was with Xerox from when they were previously Affiliated Computer Services Ltd (ACS). Throughout my tenure with this company, I managed a cross-functional team of 12 members, ensuring all infrastructure projects were completed on time and within the budget. I built and grew an internal infrastructure able to support rapid corporate growth that placed the company ahead of the competition, and oversaw career paths by regularly setting goals and evaluating team and individual performance against those goals.In this role, I:- Led the design, development, and deployment of 6 major offshore call centers for such notable companies as General Motors, University of Phoenix, Education Services, Office Depot, and Delta airlines.- Delivered advanced customer-service functionality, supported by complex, multichannel, multisite-serving infrastructures.- Grew business from 500 to 1,500 employees, consistently upgrading phone system to meet employee and client needs.- Won the CEO's hustle award for completing a 250-seat call center project with a clear solution for the client despite a near-avalanche of unexpected and unwanted errors that had to be fixed immediately.- Handled internal IT initiatives, which included implementing new technology and streamlining processes, that saved $250K on procurement costs and $12K+ on maintenance and installation.

I worked on hands-on Technical Deliverables for Avaya Aura Unified Communications Platform, including as an Administrator and trainer for Avaya Site Administration (ASA); an Administrator for CMS and BCMS, and trainer for center vu supervisor; and an Administrator for Intuity Audix. I implemented ARS routing for local and international calls, designed ACDs and vectoring to properly queue incoming calls to appropriate skills, and integrated wireless technology (LAN, WiMAX, and Mobile).Within this position, I:- Met with stakeholders to discuss their vision for how the call center would improve the customer experience, while also remaining a high-profit center.- Assumed end-to-end project management responsibilities from conception to project close.- Readily transferred knowledge to team members, resulting in receiving a Team Coherence Award for my ability to work across diverse team cultures.- Performed management activities, such as conducting performance reviews and skill evaluations.- Improved process quality by identifying and removing the causes of errors, utilizing Six Sigma practices.- Managed project schedules, milestones, and deliverables, including sign-offs for vendor payments.