Project Implementation Manager (2003-2004)
Client: Fiserv, Inc.
o Managed deployment and installation services for client's customers during Lifecycle project.
o Contributed to the successful coordination, processing, and deployment of 2,568 deployment orders and 2,685 installation orders.
o Supervised vendor technicians working remotely at customer sites.
o Provided technical support for client and customers.
Implementation Coordinator (2001 - 2002)
AT&T Network Professionals Services
Client: First Union National Bank
o Oversaw change management, issue management, and activity scheduling for First Union PCFC/FCR program.
o Served as single point of contact for Enterprise Change Management.
o Supervised change management personnel.
o Responsible for vendor management of Blackbox and Mastec.
o Managed migration of installation and cutover for 2,700 sites.
o Performed qualify audits on vendor reports for Blackbox and Mastec Update.
o Monitored and provided vendor reports for demarc extensions.
o Hosted weekly vendor meetings.
Project Implementation Manager (1999 -2001)
Planned, managed, and directed Concord EFS project.
o Managed migration of 3,000 sites from leased line circuits to frame relay at the rate of 80 sites per week.
o Served as single point of contact for project management services.
o Accountable for site qualification, engineering spreadsheets, circuit orders, service orders, site packages, and site projection lists.
o Responsible for daily vendor management of Volt, Motorola/Wang, and CSSS.
o Monitor all phases of the project by implementing Project Schedules and Project Plans.
o Monitors Weekly Activity Calendar to make sure that all orders are complete.
o Responsible for updating all spreadsheet to current status.
o Perform quality assurance screening of new sites.
o Establishing a client relationship with Local Contacts.
o Managing the Concord 800 Line and Rotational Schedule.
o Monitoring all daily and weekly escalations/exceptions list.
o Assist the managers of Bids and Proposal team.
Network Engineer II (1997 -1999)
Client: United Healthcare
o Network Manager: Responsible for maintenance of voice network including on site PBX hardware and software, Voicemail and IVR/VRU design and implementation.
o Site installations and validations for cisco router based frame relay data network, small data networks, and medium data networks.
o Managing Wide Area Networks using network management tools such as HP Openview, Trouble Tracker, and Remedy Ticketing System.
o Responsible for coordinating new site installations/cutovers, and new hardware and software upgrades. Responsible for executing moves, adds, changes (MACs) on one or more PBX vendor equipment ( Lucent and Definity Systems).
o Have in-depth understanding concepts of DID numbers, trunking (SF and ESF), multiplexing, and dial plans, class of service matrix, call routing, and voice features (call waiting, caller id, etc.) and ability to conduct troubleshooting of complex problems related to these technologies and work issues to resolution. Experience dealing with customers during problem resolution and operating under service level agreements highly desirable.
o Selected as Training Coordinator to inform team associates of adequate training and to coordinate and schedule associates for training.
o Creating and providing Core Competency for United HealthCare Voice Team. .
o Assist CSM with coaching associates for Development Summaries on the Voice Team.
o Responsible for vendor management between Lucent Technologies, AT&T Network Management Support Center, and the LEC.
o Resolved training issues for UHC Voice Team.