IT Project Manager supporting The Bell Company and Computer Guidance with the eCMS software upgrade.

• Managed distributed workforce teams working different priorities and projects across multiple functional business units to support production housing over 200M directory listings and processing over 200K daily updates to provide timely information to internal and external customers meeting contractual commitments and Service Level Agreements. Managed quality of data sourced directly from Telco carriers, Wireless, Cable and VoIP Providers and CLECs spanning North America in support of National Directory Assistance (411); handling more than 2B calls per year as well as for contact centers supporting credit and collections. • Managed Network Operations and Control (NOC) in a dynamic environment and day to day activities and projects for customer critical 24x7 operations for multiple National Directory Assistance (411) hosted production platforms • Reduced company costs of acquisitions and reorganization’s by conducting process audits across multiple teams, identifying and implementing process optimization / improvements of cross functional teams, consolidated processes or teams where possible to ensure best practices and efficiencies were in place. • Provided and designed detailed rules for Cognos reporting enabling the analytics and monitoring of data sets to maintain overall data quality standard which allowing the teams to quickly identify and react to areas of non-conformance. Maintained the issue tracking system (ITS), requirements for resolution as well as the implementation schedule.• Worked with multiple teams to develop business strategy, product and service direction for new opportunities. Coordinated production and quality resources to design and develop processes and procedures to support workflow, data integration and required reporting development for the support contracts, statement of work and service level agreements. Provided detailed input and support for customer newsletters, CFE & RFQ and new opportunities as needed.

• Facilitated design and development of business rules to achieve uplift in overall data quality by use of business intelligence and analytics against large data sets by data mining for patterns/trends and identified areas in need of improvements. Identified recommendations for data normalization, additional data sources to achieve uplift or fill gaps in specific areas of concern as well as corrective actions identified for development or data vendor. With best rate of return in mind, provided business case reports to support key business strategic initiatives, data acquisitions, improve overall data quality and process and operation optimizations. These actions ultimately improved customer satisfaction, reduced escalations, improved data retrieve-ability which minimized operator AWT (Average Work Time).• Provided escalation and first line of support, worked directly with customers, vendors, product and account management teams to resolve areas of concern and improve customer satisfaction by meeting desired minimum Operator Work Time, contractual commitments and Service Level Agreements.• Facilitated communications and coordination across multiple organizations and/or companies to ensure awareness of all current and planned projects, maintenance activities and outstanding issues. Kept teams informed of business priorities, changes in statuses which resulted in good team collaboration and meeting schedules and business objectives.• Performed audits (as an internal auditor) to ensure teams within the organization were meeting the ISO 9001:TL9000 certification requirements. Provided feedback and recommendations on areas requiring improvements or areas at risk of failing the external audit. • Managed all aspects of the annual data quality audit at the customers’ sites; acquired multiple quotes, provided recommendations to executive staff for auditor selection, worked directly with auditors on all aspects of the process until final reports were delivered.

• Built and maintained positive relationships with customers, account, product and project management, development, marketing, customer support, data acquisition and third party data vendors as the direct line of support for all escalated data issues. Worked with appropriate teams to complete investigations, identify and scheduled implementation of corrective action/s to meet desired quality standards. • Managed and hosted customer steering committee meetings consisting of monthly conference calls as well as annual face to face meetings. Focused on areas of concern, requirements for improvements and new services. Organized and documented progress of work efforts for both internal teams and customer action items.• Managed difficult customer escalations by providing prompt responsiveness and assured customer the issue was understood and under investigation. Managed ongoing customer communications by providing regular updates which included corrective action and schedule for repair implementation. Achieved high customer satisfaction by focusing on customer needs, anticipated issues of concern, proactively worked with appropriate teams to implement solutions in agreed timeframes.

Performed end to end testing of customer ready software and applications to support telecommunications services. This included the creation and execution of test cases (manual and automated) and results for software upgrades, data fill/configurations, backup and restore processes call flows, and all user documentation. Documented, reported and tracked issues found, worked directly with development team to test solutions.

Ensured all versions of software released by development were sourced appropriately by means of RCS (Source Control System) and correct versions delivered to the customer sites.

Team Leader for Call Center managing customers PBX requirements.

Designed and developed training material for complex proprietary systems for major telecommunications companies across North America including international locations. Instructor of 3 week technical class of field engineers for hardware maintenance and troubleshooting (internal and external students). Maintained all hardware in training lab, training performed in training lab or at customer premise.

Performed Test and troubleshooting of full systems and software configurations to ensure systems are 100% in working order with configurations before shipped for installations at customer sites.

Built large systems according to specifications and procedures. Performed inspections for same systems to ensure equipment met all quality standards.

Operated winders, spot welders, screw machines, punch presses, and plastic injection mold equipment.