Lead, manage, organize and monitor inter-connected new logo implementation projects guiding customers through all project stagesCreate program & project schedules and define deliverables based around scope supplied by our Sales teamLead functional Project Managers (who are subject matter experts in their respective functional areas) to coordinate cross-project activitiesTrack and manage program & project milestones and customer reported issues Oversee all internal and external project dependencies, risks and critical paths; Ensure contingency plans are in place; Recommend solutions and approve plans & timelines; understand overall impact on all stakeholdersIdentify and evaluate issues in projects and with development teams and technology partnersCommunicate status, issues and risks to program & project stakeholdersMaintain documentation, meeting minutes, meeting agendas, scope amendments, and key customer communication archiveCreate and manage configuration documentation for customer projectsBe the primary point of contact for all customer inquiries for programs being managedManage full life-cycle program implementation including requirements, design, development, testing and deployment.Establish and maintain relationships with vendors, internal teams and customersWork on defining and controlling program scope, creating, and executing to committed schedules, as well as maintaining and reporting out program deliverables across the multiple teams and business unitsWork closely with Product Development and Engineering to resolve complex issues reported by our customersProvide regular input to the management team on process improvements and best practicesTrack individual and team time reporting for assigned programs & projects and ensure compliance with budgeted laborHost recurring customer conference calls to drive project executionEnsure all programs & projects include defined success metrics/KPIs and that they are met for in the final delivery

• Plan and conduct project kickoff meetings.• Create project schedules and define project deliverables based around project scope supplied by Sales team.• Track and manage project milestones and customer reported issues• Communicate status, issues and risks to project stakeholders.• Maintain project documentation, meeting minutes, meeting agendas, scope amendments, and key customercommunication archives.• Create and manage configuration documentation for client projects.• Be the primary point of contact for all client inquiries for projects being managed.• Work closely with Product Development and Services to resolve complex issues reported by our customers.• Provide regular input to the Services management team on process improvements and best practices.• Track individual and team time reporting for assigned projects and ensure compliance with budgeted project labor.• Coordinate with the account management team during implementation lifecycle and post-launch stage to maintaincustomer relationships and communication.• Host recurring customer conference calls to drive project execution.

Provided project management leadership and client management for 35 strategic clients with total contract revenues over 45 million. Worked with internal and external strategic partners to effectively determine project scope and project plans. Expertly converted ATMs to ATM managed services despite vendor roadblocks. Creatively resolved conversion issues with the use of any resource available to maintain a continuous positive status from client partners. Developed ATM Managed Services process in order to better streamline project process and executions on a continuous basis. Provided daily and weekly project statuses to senior leadership. Managed vendors for successful terminal conversions. Scheduled ATM Tech, ATM rigging, Cash Vendors, Install helpdesk, internal and external network engineers. Provided conversion day status updates on a 2-hour cadence to client partners.

Manage and organize Atm managed service implementation projects for new and existing clients. From sales sign offs to turnover after completion. Projects consist of scheduling atm surveys, managing calls with the client, coordinating schedules for vendors to be onsite on install day, managing and engaging proper resources on install day depending on needs. As well as being flexible enough to handle any curve I may encounter throughout the project.

• Leveraged training on equipment operations to efficiently perform multiple new installations of ATMs, servers, and network equipment.• Continuously administer preventative maintenance to sustain customer relations.• Quickly respond to repair ATMs in a timely manner, including the more challenging service calls, and building relationships with ATM operations managers as the ATM Lead technician.• Administer Cisco networking support, address multiple networking calls to replace and reconfigure various devices as needed.• Effectively and Efficiently resolve issues and perform repairs on Crestron through use of Crestron Toolbox, Polycom ITP (RPX, OTX, HDX, Real Presence Group Series), Skype for Business, HP Halo and Cisco Telepresence Video Conferencing Equipment support; perform repair on Dell and HP servers.• Render service to Nutanix, Xiotech, and Riverbend Data Management Servers, Symantec/Veritas Backup Servers, Tintri VM Storage, Juniper, and Quantum.• As a Team Lead works to create team schedule for 20+ techs, mentor new CEs and observe tenured techs for improvement. Review logs and manages metrics to provide better repairs and improvements, and always ready to respond when on-call to answer questions or help in any way. • Managed assignment of Atm installs on a weekly basis, making sure all installs were assigned and completed within proper time.

• Promptly and effectively resolved customer issues from all accounts including, but not limited to, Wells Fargo, Bank of America, Chase, Cardtronics, Regions, AT&T, and Cisco.• Effectively resolve issues and perform repairs to deliver Polycom ITP (RPX, OTX, HDX, Real Presence Group Series), Crestron, Skype for Business, HP Halo and Cisco Telepresence Video Conferencing Equipment support.• Performed and led installations of ATMs.• Often take over difficult calls to quickly get issues resolved to restore positive customer relations. • As a Senior tech mentored new CEs and observe tenured techs for improvement. Review logs to provide guidance on issues to provide better repairs, and always ready to respond when on-call to answer questions or help in any way.

• Quickly and effectively solve customer challenges from all accounts including, but not limited to, Wal-Mart, Home Depot, Darden, Lowes, Starbucks, AT&T, and Cisco.• Performed repairs on Lexmark printers, and multiple pieces of NCR and IBM retail equipment, including registers and self-checkouts.• Performed and led installations of self checkouts, retail registers.• Render service to Blockbuster express Rental Kiosk Support.

• Provided excellent customer service • Processed deposits and withdrawals • Deposited night-time transactions • Handled large change orders

• Preserved commercial accounts and deposits• Supervised managing and recording of vault money• Provided approvals for tellers• Fielded customer complaints