Jacquenette D. Cottrell

242 Southern Rose Drive

Jacksonville, FL 32225

904-221-8944

Optimum36@comcast.net

PROFILE:

 

Progress Management - Experience managing critical timelines, progress reporting and metrics: coordinating/facilitating departments and vendors.

 

Quality Management - Managing development and compliance of program standards:

Tracking / measuring quality and value realization.

 

Issue Management - Identifying, tracking and resolving critical problems.

 

Proactive Planning - Designing and implementing disaster recovery programs, implementing alternative services. Planning and negotiating for Union Technicians overtime for building permits, implementing standard Proactive laws.

 

Innovation and Imagination – Reconfiguring/Grooming circuits; designing and engineering in Granite/Tirks unique customer projects; adapting and fulfilling customer needs; demonstrate Strong knowledge in Telecommunications, Cellular Backhaul,  IT Network Infrastructure OSS/BSS,  WIFI-IP Cloud Deployment and DOCSIS/Cable and Billing Operations.

 

PROFESSIONAL EXPERIENCE

 

Comcast (NVDE) Denver CO, Philadelphia, and Jacksonville FL          10/14-Present

Sr. Technical Program Manager (Cloud, IPVOD/CCDN and Big Data IT Engineering)

 

·               Responsible for strategic and Technical Planning for TWC/Charter and Comcast Acquisition/Merger for all Voice and Data Network that align with the overall strategy and growth of All Digital, VOD/CCDN/IPCDN, Guide, X1/CTV and Linear Video for all Voice/Network Nodes/Products. Own/Manage the entire life cycle from project on Multi-tiered enterprise environment utilizing Teradata, Informatica, Metadata, Oracle VMS/Linux, Telegence Mobility, OSS/BSS, ERP/CRM, UNIX and SQL Inception through release to operations (including all related functions such as, Requirement, Architecture, Design, Quality Assurance Testing, Trials, Deployment, Documentation, and Training).

·               Coordinate Software Releases and Development Programs/ activates such as Coding, Bug analysis, UAT, IST Turn-over and closure up to 14 to 30 Day Burn-in until Warranty on Products for All Digital E2E, cDVR, X1 Cloud Architecture, HSN, HFC, VOD (CCDN, IPCDN, IPVOD, IPTV) Content Rights, Encoding, Recording, Scheduling, Discovery, IP Client, STB Client, IMS Platforms, QAM Edge (MPEG 2-7) Multi-Cast IP, Mobile Apps/PC, IP Linear and Core BackBone Network to include Fiber and Back Office Provisioning.

·               In-depth knowledge of DWDM BIDW, eCDW, HaDoop, HDFS, Maestro, CSG/AMDOCS, Nexius Long Haul, NDCenters, Cisco-Avaya networking experience that includes deep technical and functional understanding of Network Security, VOIP, WAN, LAN, (DaaS/IaaS/PaaS/SaaS) (VMWARE/Linux-Cisco-IOS/UNIX-Oracle) Microsoft, 5ESS Legacy Voice (TDM,) Project/Exchange, Web-RT, IMEI, VoLTE, HTML, (JavaScripts, Java API)  ETTC, FTTC, FTTH, FTTA, FCoE, HFC/Coax, DAS, VDC UDC Load Balancer, VOD, Multi-Cast Digital Media/Video National Data Centers, Regional Data Centers (CRAN) EMC, XEN-,  IPV4/IPV6, CMTS, Hydra CPE, Smart Set-Top Box,  OSS/BSS Switching and T-Bone Transport, Routing Protocols (BGP/ISIS,OSPF) Virtualization /Firewalls, WIFI-L2VPN and L3VPN Architecture/Server Migration, Wireless and Scheduling capabilities.

·               Manage and Track Provisioning Engineers for on time Circuit Deployments of              IP Transport/ Backbone T1’s, OC3 Migrations, Circuit Re-homes on DMS 250/500 switching when needed and Coordinating Hot Swaps for Voice Legacy 5ESS Tandem Switching Lucent/LGS or BTS Telephony Switches for IMS Cap and Growth Deployments.

·               Provides Technical Leadership and Oversight for the enterprise and Ecommerce Systems/Storage and VM Infrastructure platform to insure that performance and stability of the platforms support all application service requirements for ERP/CRM/OSS (Salesforce/SAP/Microsoft Dynamics CRM/AX, Jira) and Oracle and SQL to include Tier 1 interface of Oracle Financials Workstations, Tier 2 Interface for Transaction Engine (TRE) Unix/remote Host and Tier 3 Data Base in the Production Environment for Data Uplinks/Down Links for Access.

·               Ensure that all Projects, Initiatives and Support activities follow information Security and business continuity/disaster recovery standards; Also Provides Technical Leadership to protect the company’s Data and Telecommunications Systems.

·               Collaborate with clients to define Business and Technical requirements, prepare detailed projects schedules, and calculate resource allocation and assignment provide ongoing coordination and tracking of Capital and Operational expense funding.

·               Drive proactive Capacity Management and Performance Management processes that meet Business Requirements in an Rapid Growth Environment

·              Facilitate Project Meetings Minutes & Conference calls to monitor and track project tasks Facilitate project kick-off and closure meetings; Create and monitor project schedules to ensure the timely completion of projects Document findings and lessons learnt. Identify and manage program critical path, being mindful of upstream and downstream dependencies. Develop and execute comprehensive project plans, complete with dependencies and milestones. Manage ongoing production support and systems enhancements including prioritization, scoping, planning, and delivery activities for Product Backlog.

·              Manage National and Regional Data Center, CNF and Collocation/Server Rooms to ensure Core Back-Bone and IT Services are provided in accordance with System Capacity and Performance to meet the Customer requirement for Reliability, Availability and Scalability.

·               Coordinate all phases of product/project configuration and deployment process using Agile/Scrum, Waterfall and PMBOK Methodologies thru Face to Face Communications. Coordinate software development project activities evaluate and partner with Technology Vendors, outside consultants onshore and offshore, Internal BAU Clients and Stakeholders

·               Manage Core team and key Field resources to develop and monitor deployment schedule, strategies, JAD and tools to support the implementation of programs in the field through Data Cleaning and Data Scrub/Conversions, testing trials (Functional and Non-Functional Labs) and controlled customer deployments. Work with Architects, Future Engineers, Sustaining Engineers, Senior Web Developers, QA Testers, Analysts Senior Leadership and Principle Managers to help identify and assist in making program tradeoffs to balance scope, time, and costs through WFM and SDLC to make sure Project is SOX compliant.

 

 

Accenture/ATT Network Solutions, Atlanta, GA and Jacksonville FL          5/14- 11/14

Sr. Technical Project/Program Manager (Cloud Infrastructure and Big Data IT Engineering)

 

·               Own/Manage the entire life cycle from project on Multi-tiered enterprise environment utilizing Teradata, Informatica, Metadata, Oracle, Telegence Mobility, UNIX and SQL Inception through release to operations (including all related functions such as, Requirement, Architecture, Design, Quality Assurance Testing, Deployment, Documentation, and Training).

·               Coordinate Software development activates such as Coding, Bug analysis, UAT, IST Turn-over and closure up to 14 to 30 Day Burn-in until Warranty

·               In-depth knowledge of DWDM BIDW, eCDW, HaDoop, HDFS, Maestro, CSG/AMDOCS, Nexius Long Haul, NDCenters, Clarity, Cisco-Avaya networking experience that includes deep technical and functional understanding of Network Security, VOIP, WAN, LAN, (SaaS/IaaS/PaaS) CRM/ERP, OSS/BSS (VMWARE/Linux-Cisco-IOS/UNIX-Oracle) Microsoft Project/Exchange, Web-RT, IMEI, VoLTE, HTML, (JavaScripts, Java API)  WIFI, ETTC, FTTC, FTTH, FTTA, FCoE, HFC/Coax, DAS, VDC UDC Load Balancer,  VOD, Multi-Cast Digital Media/Video Data Centers, IMS Platforms, EMC, XEN-, IPV4/IPV6, CMTS, Hydra CPE, Smart Set-Top Box,  OSS/BSS Switching and T-Bone Transport, Routing Protocols (BGP/ISIS,OSPF) Virtualization /Firewalls, Architecture/Server Migration, Wireless and L2VPN/L3VPN capabilities.

·               Collaborate with Clients/Stakeholders to define Business and Technical requirements, prepare detailed projects schedules/ Finances and calculate resource allocation and assignment provide ongoing coordination and tracking of Capital and Operational expense funding.

·              Facilitate Project Meetings Minutes & Conference calls to monitor and track project tasks Facilitate project kick-off and closure meetings; Create and monitor project schedules to ensure the timely completion of projects Document findings and lessons learnt. Identify and manage program critical path, being mindful of upstream and downstream dependencies. Develop and execute comprehensive project plans, complete with dependencies and milestones. Manage ongoing production support and systems enhancements including prioritization, scoping, planning, and delivery activities for Product Backlog.

·               Coordinate all phases of product/project configuration and deployment process using ITUP Methodologies with PRISM, Agile/Scrum and Waterfall Methodologies thru Face to Face Communications. Coordinate software development project activities evaluate and partner with Technology Vendors, outside consultants onshore and offshore, Internal BAU Clients and Stakeholders

 

 

Bright House Networks, Tampa, FL (Similar to Comcast)          4/13 – 6/14

Sr. Technical Project/Program Manager (Cloud Infrastructure and Network Engineering Ops)

 

·               Own/Manage the entire life cycle from project Inception through release to operations (including all related functions such as, Requirement, Architecture, Design, Quality Assurance Testing, documentation and Training). In-depth Cisco-Avaya networking experience that includes deep technical and functional understanding of Network Security, VOIP, WAN, LAN, (SaaS/IaaS/PaaS/DaaS) OSS/BSS (Oracle VMWARE/Linux-Cisco-IOS/UNIX-Oracle) Microsoft Project/Exchange, Web-RT, HTML, (JavaScripts, Java API)  DHCP, DNCS, BPS, ACS DSB, ETTC, FTTC, FTTH, FTTA, HFC/Coax, FCoE, DAS, VDC UDC Load Balancer,  VOD, Multi-Cast Digital Media, Next Generation Video Data Centers, IMS Platforms, Middleware, ERP/CRM (SalesForce/MicroSoft Dynamics AX/CRM,) EMC, XEN-Arista Storage, Content Rights, IPV4/IPV6, CMTS, Hydra CPE, Smart Set-Top Box, CSG/AMDOCS, OSS/BSS Switching and T-Bone Transport, WIFI, Routing Protocols (BGP/ISIS,OSPF) Virtualization /Firewalls, Architecture/Server Migration, Wireless and VPN capabilities.

·               Coordinate all phases of product/project configuration and deployment process using Agile/Scrum and Waterfall Methodologies thru Face to Face Communications. Coordinate with Ericsson/Alcatel Lucent for Civil Coordination through Site Survey, Donor and Antenna Coverage, RF Design IBWave thru Spectrum/Propagation Analysis and Installation of DAS thru Cable Installation, Aerial/Trenching for Termination and Testing and (FTTA) Fiber to the Antenna.

·               Manage and Track Provisioning Engineers for on time Circuit Deployments of             IP Transport/ Backbone T1’s, OC3 Migrations, Circuit Re-homes on DMS 250/500 switching when needed and Opening conference Bridge for Hot Swaps for Voice Legacy 5ESS Tandem Switching Lucent/LGS.

 

·Managed MSC Core Networking for CDMA, TDMA Conversion BSC Networking while deploying Cisco ASR 9000 Equipment to Carrier Ethernet Applications (L2VPN/L3VPN) IPTV using mobile Backhaul Transport for Networks/Broadband Gateway Network (BNG) Overseen  Florida Region WIFI Deployment using Ericsson W35 9dBi 900Mhz 3G/4G,LTE and HSPA  Panel Antenna, Coax Cable to Wall Plate to Modem/Patch Panel.

·  Facilitate Project Meetings Minutes & Conference calls to monitor and track project tasks Facilitate project kick-off and closure meetings; Create and monitor project schedules to ensure the timely completion of projects Document findings and lessons learnt. Identify and manage program critical path, being mindful of upstream and downstream dependencies. Develop and execute comprehensive project plans, complete with dependencies and milestones. Manage ongoing production support and systems enhancements including prioritization, scoping, planning, and delivery activities for Product Backlog.

·   Facilitate the development and implementation of key goals, objectives, and success                                                                            to obtain and assign resources to the project plan Collaborate with various teams to scope projects and estimate resources needed to achieve project objectives. Work in partnership with project team to maximize the utilization of team resources. Provide oversight of projects and communicate status to management.

·  Analyze areas of vulnerability to avoid risky activities by identifying and managing critical paths, Finances and high-risk areas. Establish contingency plans, identify trigger events and assumes responsibility for initiation corrective actions. Escalate early to Business Owner to determine when to engage senior leadership.

·  Work with core team and key field resources to develop and monitor deployment schedule, strategies, JAD and tools to support the implementation of programs in the field through IMS Platforms, Oracle/Re Hat/Linux, Data Cleaning and Data Scrub/Conversions, testing trials (Functional and Non-Functional Labs) and controlled customer deployments. Work with Architects, Future Engineers, Sustaining Engineers, Senior Web Developers, QA Testers, Analysts Senior Leadership and Principle Managers to help identify and assist in making program tradeoffs to balance scope, time, and costs through WFM and SDLC to make sure Project is SOX compliant.

 

 

Comcast Metro E Business, Jacksonville, FL and Moorestown, NJ           3/12- 4/13

Sr. Technical Project/Program Manager (Network Engineering Technical Operation)

 

·Responsible for Managing Infrastructure DOCSIS Projects for Ethernet Products (Enterprise Carrier, Hydra CPE, Smart-Top Box, Cellular Wireless Backhaul, ETTC/FTTC, (SaaS/IaaS/PaaS,) FCoE, DAS, VOD, Multi-cast Streaming Video Centers, ITUP, BGP, HTML (Web-Java API) Ethernet over HFC/Coax, WIFI, VOIP/Riverbed and Wireless/Digital Security and POR/PRI for Comcast Business.

· Manage Technical Designer, Transport Provisioners, Engineers Technicians and Construction Vendors for Network Build-outs to included Ethernet to Cell, Fiber to Cell, DAS/Fiber Transport, Transport to Cell (DS3/T1/T3/Ethernet) FTTA and Cellular UMTS/TDMA /CDMA Launched Backhaul to include Fiber/IP Architecture (VMWARE-ESX-ESi/Cisco-IOS, Cisco Nexius, Linux, Unix Avaya, Oracle Servers) and Optical Node Optimizations, Virtualization and Server Migration Design for ATT, Sprint/Nextel, Verizon Mobility and T-Mobile.

·Responsible for managing 800 Sites in the South and North East Regions supporting all phases of a major project involving multiple department and cross-functional teams from inception to completion, for Product Management, Business Operations, Sales and Network Operations, Information Technology, Billing Analyst, Call Center Personnel and Data Centers, National Customer Care to manage the deployment for the Client or End User. Attend Coordination Conference Calls, JAD Sessions and Coordinate Fiber Survey’s, Technical Fiber Plant Builds (OSP and ISP) Site Survey’s/Fiber Architecture Design, Vendor Testing of Fiber Optics (OLTS, OTDR, ORL) using Riverbed, Test scenario, and Test cases/plans for FIT, Network Core Configurations, Customer Premise Equipment Install and Plant Test Dates/Turn-Up.

·Develop project Plans, Document Financials and Milestone dates to ensure communication and delivery of design and Equipment criteria. Resolve Issues and barriers on all critical network Jeopardy’s. Utilize Risk Procedure in the Event, Probability and Impact of the Project; Outline the Contingency with Reduction, Mitigation and Exposure for Root Analysis Determination and notify PMO and Customer of Critical Findings. Manage time schedules, technology and capital to meet network growth needs on time and within budget.

·   Coaches and advises team members to accomplish project goals utilizing ITUP and PRISM Methodology to meet established schedules and resolve Technical/Operational issues. 

·Obtain resource commitments from the Vendors, Clients and assemble client review Teams. Excellent Negotiating skills coupled with superb Client/Customer Facing Skills.

·Experience in leading New Product Launches and IT Core Infrastructure for Cramer, OSS/BSS, Cloud Infrastructure (Axerra/Arista) and CRM Microsoft for Amdocs, Clarity, Salesforce, Metasolve, ICOM and CSG Conversions/Platform Integrations; utilizing Change Performance, Capacity, Fault and Trouble Management through Workforce Management. Utilizing (SDLC) Methodology from Concept, Definition, Design, Coding Modules, Development and Executing Test Strips, Planning and Build Releases, Moving Application Code into Production Environment then Post Completion.

·Managed MSC Core Networking for EVDO, CDMA Conversion BSC Networking while deploying Cisco ASR 9000 Equipment to Carrier Ethernet Applications (L2VPN/L3VPN) IPTV using mobile Backhaul Transport for Networks/Broadband Gateway Network (BNG) Overseen  Florida Region WIFI Deployment using Ericsson W35 11dBi 2700Mhz 3G/4G,LTE and HSPA Panel Antenna, Coax Cable to Wall Plate to Modem/Patch Panel.

·Maintain daily project awareness, Billing Flow Process in Amdocs, ICOM and CSG for Inventory and Maintenance Reporting. Tracks Flow charts and status reports to ensure compliance with KPI all client standards and practices for Global Markets of Comcast.

 

ATT Mobility, Hoffman Estates, IL/Atlanta, GA    11/09- 03/12

Sr. Regional Tech Program/Project Manager (Level 0-3 Network Engineering)

 

·Responsible for Infrastructure Projects on Wireless Engineering and Network Build-outs to included Ethernet to Cell, Fiber to Cell, Transport to Cell (DS3/T1/T3/Ethernet) and Cellular Site Backhaul to include Architecture Design for ATT 7.2 Speed up Program.

·Responsible for managing 1500 Sites in the Midwest and SouthEast Regions supporting all phases of a major project involving cross-functional teams from inception to completion, for UMTS/UTRAN Deployments, GraniteWorks, VFO/Canopi/IPAG/WFA, Cisco-Nexius, Avaya, NodeB-BTS Deployments, E911/MSN/RNC/MSC Deployments, HSPA, Metro-E Deployments, High Utilization and 1st, 2^nd, 3^rd  4^th and 5^th COW/CALF, DAS, ETTC, FTTC Microwave and LTE Carrier Deployments.  Attend Coordination Conference Calls, JAD Sessions and Coordinate Site Visits

·Manage the Deployment for Field Integrations and Testing for DAS/OEM and Special Venues sites for Hospitals, College Campus, Stadiums, ATP and Masters Venues. Held Engineering Conference Call on MOPs for IBWave Design to plan out Wi-Fi Data Offload, Capacity Planning and Stadium Design for a mix of systems for Cellular, Broadcast and PMR for Traffic and Capacity needs to include Passive, Hybird and Active Systems.

·   Worked with Planning on Data Sources from I-PLAN to budget 1^st thru 5^th Carrier to include ETTC/LTE. Budgeted site for Engineering Plan for each Capital year for 2009 thru 2011. Also used I-Plan for MSN Equipment and MTSO Integration with MEI Group to order equipment, Cable and for Potential site to Integrate or Optimize that needed to be pushed within Granite.  Project Managed Ericsson with CASPER, RF and C&E to look at Active Projects, MOP, pending Authorization for Inventory or High Utilization on Cell Towers that needed urgent Bandwidth relief.

·   Develop project Plans, List Financials and Milestone dates to ensure communication and delivery of design and Network criteria. Resolve Issues and barriers on all critical network Jeopardy’s Utilizing Risk Procedure in the Event, of Probability and Impact of the Project; Outline the Contingency with Reduction, Mitigation and Exposure for Root Analysis Documentation and notify PMO and Customer of Immediate Findings. Managed time schedules, technology and capital to meet network growth needs on time and within budget. .

·   Coaches and advises team members to accomplish project goals, to meet established schedules and resolve Technical/Operational issues.

·Coordinate with MSC, RF and Equipment Vendors such as Ericsson, Lucent, GoodMen, Alcatel, Mycom and FiberNet to effectively meet shipping and installation commitments using Web- Based Fleet Management Software Systems.  

·Work closely with all Engineering groups in the Network Team including RF Design, Traffic, Real Estate, C/E Construction/FE Techs, Operations Market Implementation Managers, Provisioning Centers, National Service Center, National/Regional Data Centers, MPC Engineers for MSC, RNC Planners and National RAN Planners.

·Maintain daily project awareness flow chart and status reports to ensure compliance with KPI for all client standards and practices for Global Markets of ATT.

 

 

 

Trans Communications Systems, Cherry Hill, NJ                                     7/2009 – 12/2009

Sr. Voice Project Manager (Part-Time)

 

·   Consulting on Projects with the ability to Manage, Design and Procure Equipment for Telecommunications Networks and Information, Systems for Comcast, Time Warner and MVNO Vendors which include Cellular Backhaul, Ethernet/ETTCS (Metro-E,) Sonet/ATM Circuits on T1/OC3, MOP, Transport Engineering, Voice/Data Protocols, BGP/IP/MPLS, E911/VOIP/VOD, Wireless/Digital Networks/Implementation, Virtualization Migrations, and UTMS Deployments and UDC, VMWARE-ESI, Red-Hat-Linux Servers, Cisco-IOS and Cisco Nexius Long Haul /Unix/Oracle, Avaya, Switched/Dedicated Access on SS7 Fiber, Copper, RF Optimizations Lines.

·   Responsible for managing and supporting all phases of a major project involving cross-functional teams from inception to completion, for Order Entry / Provisioning system conversions as well as Enhancement of Network and Software Migrations/UAT Testing and Lab Testing environment.

·   Direct integration and testing efforts and Develop test strategy, test plans, test cases, and methods and procedures for Process Management to Define, Visualize Measure Report and Improve process for PMO.

·   Manage vendor code releases through integration and QA test cycles; Coordinate testing and troubleshooting with Development Teams, Network and security engineering.

·   Coordinate with vendors to plan for and test the results of work requests and bug fixes, Oversee the management of bugs and the testing and deployment of bug fixes.

·   Work with multiple vendors to resolve integration challenges, analyze problems and work with vendors to isolate defects to specific systems to make sure product is SOX Compliant and understanding of Solution Delivery Lifecycle (SDLC) Methodology.

·   Coach Program and Project Managers Working Agile/Scrum Projects across Multiple IT Organizations/Functions on Business strategies and Functional/Business Architectures;

·   Provide Consultation on how to resolve conflicts between Agile/Scrum Methodology and Client process/Methodology to achieve positive objectives.

·   Managed time schedules, technology and capital to meet network growth needs on time and within budget.

·   Coordinate with MSC Vendors such as ATT, Sprint and Verizon on Data Hubs and Tower Links/eNodes. Attend Coordination Conference Calls and Coordinate Site Visits

·   Work closely with all Engineering groups in the Network Team including RF Design, Traffic, Real Estate, Construction, Operations and System Performance.

·   Managed Transport (Tirks/Granite) Circuit Vendors, Equipment Vendors and Consultants to effectively meet shipping and installation commitments utilizing PMBOK Methodologies.

·   Ensure compliance with all client standards and practices for Comcast, Time Warner and MVNO

 

 

 

 

Verizon Wireless Corp, Tampa, FL   12/2008 -6/2009

BTS Equipment Engineer/Program Manager

 

·   Responsible for Engineering Material procurement and Installation of WCDMA AND COW/CALF and DAS/OEM/Small Cell growth overall Projects/Programs. Managed time schedules, technology and capital to meet network growth needs on time and within budget to ensure compliance with all client standards and practices.

·   Provide complete equipment specification for Network Projects as defined by Network Deployment Plans; Engineering Plan to cover Cell Hardware, MOPs, DAS/Cellular Backhaul to include flexibility for high-rise, Stadium, Campus environments, T1/E1/DS3, ETTCS-FTTC-FTTA, Transmission Equipment Mini Link-TN Hop, Power Equipment, Batteries Cables, Floor Space Planning, HVAC and Miscellaneous Hardware. 

·   Efficiently manage budget as it relates to Equipment purchase which include

·   Processing orders and invoices in a timely manner. Analyze work orders and coordinate with Equipment vendors, Facilities Engineering and Radio Engineering Groups to assure that Equipment is configured to meet Network requirements. 

·   Responsible for managing and supporting all phases of a major project involving cross-functional teams from inception to completion, for Order Entry / Provisioning system and Agile Fleet Management conversions as well as Software and Systems Enhancement.

·   Analyze/document business requirements reporting related to order throughput activities by Sales, Order Entry and Service Delivery and Billing Groups

·   Design, specify and document special equipment configurations when required by site specific constructions situations. 

·   Work closely with all Engineering groups in the Network Team including RF Design, Traffic, Real Estate, Construction, Operations, Virtualization and System Performance.

·   Managed Transport (Tirks) Circuit Vendors, Equipment Vendors and Consultants to effectively meet shipping and installation commitments. 

·   Coordinated with Vendors to obtain quotes, negotiate pricing and ensure their products and Services meet Verizon Wireless requirements.

·   Utilized the proprietary system (COMS, XNG, F&E, E2E, MECCA, MapInfo, NETPRO & OrderPro) to process and activate various telecommunication products.

·   Request authorization for Funds, write purchase orders and manage procurement activities using PeopleSoft Purchasing system.

·   Maintain daily project awareness flow chart and status reports. Ensured all compliances meet with VZW Standards. 

 

 

 

Bank of America/EDS/HP, Jacksonville, FL     09/05 - 12/09

Sr. Technical Program/Project Manager

 

·   Managed and Coordinated Network orders for Multi-Million Dollar Accounts HP/EDS/Bank of America Projects with the ability to Manage Service Level agreements for Telecommunication Networks Avaya/NTS/CISCO Engineer Deployments and Information Systems for Call/Data Centers which include LAN/WAN, Metro-E, Call Center Management, Microsoft Project Server/Exchange, .Net Framework.  IVR/PBX Conversion, Genesys and Sun Servers, V/LAN coupled with and Data Refresh, B2B Card Services, Voice and Data Protocols, VDN/Vector, PBX and Data Migrations, Switched/Dedicated Access Services, Cisco-Client/Server/Network, Virtualization/Architecture, ISP/NSP, Baronet, DWDM-Z Architectures, Circuit Migrations (Tirks) Provisioning, VOIP Migrations, ITUP Migrations, Wireless Implementation and Procurement, Out of Bandwidth Migrations, Storage and Security, LPS DeskTop Data Capture Services/Process Management, eMail and Microsoft CRM/Exchange/Active Directory/Data Center Migrations for Richmond, Richardson, Concord, Wyndham and Chicago Trader.

·   Responsible for WAN and Metro-E of Bank of America Contact Centers throughout the US which include DR Recovery Platform, TDD/RR Design and Baronet for MBNA, US Trust, LaSalle Trans Cash Pro, Reverse Mortgage, Visa/MasterCard, NPC TYSIS, Signal Sign-On, Country Wide and Merrill Lynch Acquisitions.

·   Managed the Installation of Open System Servers, Cabling (Power/Network/Racking Location) 890-1000 Data Ports in Shared Environment, Security/Firewall Rules, Load Balancers, and OS and Middleware Builds Authorization/Settlement Billing Conversions (Single-eView Metasolve and Amdocs)Traffic Software Upgrades (Weblogic/Websphere) coupled with Databases (SQL, Oracle DB2.)  

·   Managed the development of required skills in team structure, tracks and communicates project progress to the team, Governance and affected stakeholders while measuring and evaluating project performance. 

·   Managed project resources and staffing by specifying resource requirements, identifying and selecting key project resources, obtaining resource commitments, assigning resources to task, tracking resource use and managing the resource levels for projects for Proof of Concept, SIT- Environment, Pre-Production, Production, UAT and Certifications.

·   Manage vendor code releases through integration and QA test cycles, Coordinate testing and troubleshooting with network and security engineering; Coordinate with vendors to plan for and test the results of work requests and bug fixes, Oversee the management of bugs and the testing and deployment of bug fixes and Work with multiple vendors to resolve integration challenges, analyze root problems and work with vendors to isolate defects to specific systems. Define the Exposure, Risk and relate the Contingencies to PMO, Internal Customers and Governance while working in a shared environment to log Change.

·   Utilizes Process Approach to Re-engineer, Implement and Improve the effectiveness of BoA Operating Service Systems; To Define, Visualize, Control, Measure and Report newly Innovative Processes.

·   Advise/Resolve issues, make process improvements and present Agile/Waterfall/PMBOK Roll out recommendations to individual project owners as well as Client, Senior Management and Directors; Includes Support of Agile/Waterfall projects rollout across a complex multi-level and multi-vendor environment.

·   Under takes status review meetings among project team members and clients, works with Management on project proposals, bids, contracts, estimates, fianancials and schedules. Coaches and advises team members to accomplish project goals, to meet established schedules and resolve Technical/Operational issues.

·   Ensures adherence to legally binding requirements throughout the Project Life Cycle and SDLC.

 

BellSouth, Jacksonville, FL     07/03 - 09/05

Sr. Escalation Project Manager

 

·   Audits Network for accuracy and efficiency of service and adherence to established policies and procedures. 

·   Handles PSC Complaints to determine Root Cause of Escalation then works with groups within Bellsouth to ensure continual customer satisfaction.

·   Handles numerous Management Escalations, RFP Bids, Network and SLA outages.

·   Managed the development of required skills in team structure, tracks and communicates project progress to the team and affected stakeholders while measuring and evaluating project performance. 

·   Managed project resources and staffing by specifying resource requirements, identifying and selecting key project resources, obtaining resource commitments, assigning resources to task, tracking resource use and managing the resource levels for projects.

·   Tracked Risk and Accident Management Though Fleet Commander for the Purpose of tracking Insurance Claim assessment.

·   Secured commitments from appropriate Senior and other levels of Management to support resolution of risk items and secured commitments.

·   Utilizes Process Approach to Re-engineer, Implement and Improve the effectiveness of the Networks Operating Service Systems; To Define, Visualize, Control, Measure and Report newly  Innovative Processes to enhance the Customers SLA. 

·   Also includes, managing the establishment of updates and tracking of interdepartmental project schedules; Has overall accountability for issue identification, assignment tracking resolution and closure processes. Develops and recommends programs in order to motivate group and individual performance metrics.

 

BellSouth/Cingular Wireless       6/02 - 07/03

Information Systems & Telecommunications

Sr. Project Manager   

 

·   Consulting on Freelance Projects with the ability to Manage, Develop, and Design compliance Standards on Programs for Telecommunication Networks and Information Systems for Call Centers which include LAN-WAN, Wireless Implementation and Procurement for PDSN, Transport Circuit Engineering (Tirks,) Cellular Backhaul, Ethernet, Cisco Deployments, Call Center Management, Voice/Data Protocols, TDMA/UMTS and IPAG Deployments, Switched/Dedicated Services and Out of Bandwidth Migrations. 

·   Implemented Disaster Recovery and Security Network Measures for Call Centers generating Revenues of 30 Millions Dollars.

·   Managed and Implemented Global Systems for Mobile Communication for wireless networks including radio interface (900-1800 MHz) MOPs for SS7 switching, signaling and intelligent networks. 

·   Oversee the hiring of 50 consultants and Engineers to strengthen GSM subscriber data for SIM (Smart card.)

·   Managed critical integrated project timelines, progress reporting and metrics: coordinating PRT with IT services, End Users, Installations Tech and Engineers.

·    

Ameritech/SBC Services-Hoffman Estates, Illinois           9/00 - 6/02

Sr. Project Engagement Manager                   

 

·   Functioned in a Manager-level Customer Service role, overseeing Engineers, Provisioning, Billing, and the development/implementation of recovery programs for Data conversions also managed Technical Scrub DSL systems and Fleet Commander Web-Based Software systems Upgrade for Truck Rolls on the Residential and Commercial side of the house.  

·   Acted as liaison and first contact point for customer Web-based services and ensured services were up and running by critical due date.

·   Facilitated all activities designed to plan for the recovery and return of critical information in Web-based systems in the event of system failure or other emergency, which enhance EDSL/ADSL product lines.

·   Experience in managing Product Launches and IT Infrastructure for Billing OSS/BSS and CRM Microsoft for Keenan/Arbor, CRIS, IBIS, Cramer, CABS, CBIS, Metasolv, and Single-Eview Conversions/Platform Integrations; utilizing Change Performance, Capacity, Fault and Trouble Management through Workforce Management.

·   Manage vendor code releases through integration and QA test cycles; Coordinate testing and troubleshooting with Development Teams, Network and security engineering

·   Coordinated and developed proposals for Disaster Recovery.

·   Managed integrated project timelines, progress reporting and metrics: coordinating PRT with IT services, Business Management and outside contractors, with attention to IT work deliveries and measures.

·   Utilized and implemented risk management plans, mitigation, issue logs and resolution; Work with multiple vendors to resolve integration challenges, analyze problems and work with vendors to isolate defects to specific systems to make sure product is SOX Compliant and understanding of Solution Delivery Lifecycle (SDLC) Methodology.  .

·   Programmed and resolved communications with vendors such as ISPs and NSPs.

·   Also implemented Network and Telephony infrastructure deployment measures where required.

·   Developed customer value modeling, selling and product approach with the global organization.

·   Implemented project plans for customer value and churn propensity on all customer interfaces using Logistics and Data Measures. 

·   Successful delivery of 98% of major programs and projects within SBC and Ameritech Services in accordance with Customer’s Service Level Agreement.

 

IBM, Schaumburg, Illinois            1/00 - 9/00

Sr. Provisioning Project Manager, Voice Service Delivery     

 

·   Acted as liaison for IBM, Avaya over AT&T to coordinate projects on new customer requirements for Voice Services, switched or dedicated access. Prioritized and managed 20 critical projects weekly with 95% due date accuracy utilizing Project Management methodology. 

·   Added voice service data for call center, T1 or DS3 to new sites or sites moves. Facilitated, Installed and Reconfigured T1 or DS3 in Tirks Cramer and Metasolv for ASR.

·   Tracked orders and researched / resolved order engineering and pre-installation issues. Interfaced with Hi-Cap Engineers and Installations, ensuring FOC critical dates were on schedule. Held weekly conference calls with internal departments and AT&T, prioritizing critical customer due dates. Implemented Project Plans for Disaster recovery within Call Center budgets.

 

Focal Communications /MCI, Worldcom Division, Chicago, Illinois         5/99 - 8/99

Provisioning Project Manager  

 

·   Provisioned circuits; planned, prepared and enabled operation of circuits for business networks.

·   Acted as liaison between Local Exchange Carriers and internal department in updating tandem information.

·   Serviced Local Exchange Carriers, Installation and Circuit Engineering to facilitate the processing and provisioning of Feature Group A, B, C & D orders.

·   Designed ISDN - PRI/BRI, T1 - T3/E1, OC3 and DSO/DS3 facilities and Automatic Service Requests. Facilitated, installed and reconfigured T1/T3 or DSO/DS3 Engineered ASR/Tirks.

·   Responsible for Rehoming Circuits in DMS100-250 network switches. Tracked, received and verified Firm Order of Confirmation and Delivery Layout reports from MCI and Pacific Bell for long distance and internet access. Tracked orders and researched/resolved order engineering and pre-installation issues.

 

 

MCI/WorldCom, Oakbrook-Elmhurst, Illinois        7/96- 12/99

Provisioning & Circuit Engineer/Project Manager      

 

·   Provisioning for large geographical areas and major U.S. cities (large capacity networks in Utah, Chicago, California and New York).

·   Coordinated with Product Houses, Global Service Solution Centers, Disaster recovery and Legal teams to provide comprehensive solutions for projects dealing with Installations Department and outside Field Technicians. Controlled project management and design for hundreds of circuits daily. Acted as liaison between Local Exchange Carriers and internal department in updating tandem information.

·   Similar to above position (Focal Communications). Also developed Proactive churn recommendations based on analysis/data including SCI reporting and Logistics Data

 

United Parcel Service, Oakbrook, Illinois      10/91- 11/96

Sr. Customer Service Project Manager                

 

·   Ensured customers were provided with the highest degree of service, resulting in maximum customer satisfaction and retention.

·   Responsible for leadership of Supervisors and functions regarding PBX/ACD operating systems and Agile Fleet Management Systems. Oversaw and maintained budget regulations within the Call Center environment.

·   Performed extensive phone correspondence, high volume of data entry, verbal and onsite communication with center supervisors for quality audits on million-dollar revenue vendor accounts.

·   Monitored staffing levels; trained and developed over 100 employees; made recruiting presentations at surrounding colleges.

·   Organized and developed motivational programs for Call Center Operators.  Conducted staff meetings and interacted with other Call Center Supervisors and Internal Department heads. Monitored center call volume levels, ensuring customer wait time was under the 3-minute success ratio. Implemented project plans for Customer Value and Logistics Data with PkMS Software modules

·   Awarded “Outstanding Customer Service Manager”, 1993, 1994 & 1995

 

 

EDUCATION

 

·   Joliet Junior College, Joliet, Illinois

·   Criminal and Business Law curriculum, 1982-84

·   Passed U.S. and Illinois Constitution Exams

·   American Music Conservatory,   Chicago, Illinois

·  Music and Voice Theory curriculum, 1987-88

 

 

TRAINING

Project Methodology PMBOK and ITIL Courses: (1997-2015)

Agile and Waterfall Methodology/Scrum Frameworks (2005 – 2015)

Ethernet and Fiber FCoE Courses (DOCSIS Comcast Technology 2015)

DAS and IBWave Design Courses (2010 – 2015)

.Net Framework (Microsoft Classes 2011-2015)

Six Sigma Courses and ITIL Courses (2009 – 2015)

Courtesy Relations Program/Call Centers

Supply-Chain/Logistics/Data Management

Human Resources Call Center Management/Training- SAP

Project Management as it relates to Customers/Logistics (1994-2015)

DOCSIS/ETTCS/FTTCS Certified –ATT & Comcast Telco (2009- 2015)

Frame Relay/ATM/Sonet/VOIP/VOFR Certified MCI & BellSouth (2003-2015)

Provisioning Circuit Design/Engineering Certified-AT&T/Bellcore/Telecordia

OSS/BSS Software for Keenan/Arbor, Metasolv, Amdocs, Single-eView and ICOM

LAN/WAN on Dedicated and Switch Voice/Data Services; Voice Billing Disputes

 

 

SUMMARY OF EXPERTISE:

 

 

Computer Proficiencies: DOCSIS, EDI, EPL, EVPL, ENS, AMDOCS, CSG, VFO, IWOS, CTS, MRIFT/UTRACK, Trifecta, CASPER, EPADD, ESNAP, POR, NRI, CAFÉ’ Siterra, .ALDEA, PEREGRINE, IW, COF, VISIONELLE, TIME-TRAX, PeopleSoft,  Telligence and Granite Amdocs Billing Systems, NETeXPERT, GRANITE(XNG)XPERCOM, OSS, DWDMZ Infrastructure, Enterprise Management,  Microsoft Project, .Net Framework , Exchange Server/Share Point, Active Directory Genesys and Sun Servers, MCSE,  IBM, Windows 95, 98 & NT, Novell, Excel, PowerPoint, F&E, Microsoft Project, Lotus I, II, III & Notes, Groupwise, OSS, UNIX, LINUX, Next Generation Networks, AS400, VBA Scripting, Visual Basic, Scoupus, Ceaser, BD Tellis,  Lattis, Visio, TCOMS, FINS, F&E, MetaSolv, Granite, MapInfo,XNG, DOORS, Clarify, OASYS, T-OMT, TIRKS) COMS, NetPro, OrderPro, Status Pro, MECCA, NIKU WORKBENCH, EDI Systems Approach 00, PCOMM, IBM Global Network Dialer,  Clarify and all phases of development life cycle of project management, IRIS, CIMR, COIS, WEBSOP, WOT, CRM(SIEBEL) CPSOS-SORD OSS/BSS Billing Systems in CRIS, Arbor-(Keenan), Prodigy,  Vad-Proj Systems, Cicso-Works and View, Visio, Remedy, Pronto, Oracle, CNA, TIRKS, POCITS, SOTS, WEBSOP, PMS,  PkMS, OS400, SAP MQ Series Websphere,  WinRunner,  EAI,  DB2,  MVS,  MQSI,  EDI-Gateway and Siebel

 

Switches & Equipment: Ciena SFP’s RFDS, RNDCIQ, MSN, MSC, MOPS, TND, IUB, IUC, CIENA, SIAD’s NodeB and E-NodeB, DMS100/DMS250, DACs 1-3, Echo Canceller, WAN, LAN,  PH/AF-TRUNKS, RUP,  SDLC, IH-TRUNKS,  PH-TRUNKS, TEKELEC, LNP, LNR, NANC, SS7, SS7-Link,  SF/BZ8HS AMI, ATM/SONET, 0C3/0C48, El/E5,  HDLC, Ethernet, Frame Relay, Channel Bank Muxes, DSO/DS3, T1/T3, CLR/DLR, IP, TCP/IP VPN, DMVPN, VOIP, VOFR, ViIP, PDSN, TIRKS, Cell RF, Cell Shelters/Batteries, Microwave Transmission, TIA/EIA,  CDMA, TDMA, FTTC/ETTCS/LTE, EVDO, LGX, DAS,  LMDS, GSM, SMDS, ESMR,  COLT’s, COW’S, DAS. 1XRTT, PCS, BREW, RF-1/4, MOD,  MOL, UMTS, RFC, RFI, RFD, RFP, CAT 1-6, Amplifiers, RUP, AC/DC, PBX, Nortel, Fujitsu, LGX, EDSL, ADSL,  Octel, Alcatel, Avaya (Verint/Witness), Meridan, Symposium Call Center and most Lucent Definity- Prologix Switches, Lucent Cell Cabinets 8440 D, 8440 BTS, 4.0,  4.0.B, Cisco Networks, ERICSSON, EMERSON/HPRE Cabinets, AVAYA, GOODMAN, Cell Bay Stations, ATT 5ESS/4ESS, HP 3000 and Tellabs TITAN 5500 & 5300 Switches, Metsolv TBS Ameritech Centrex Lines, Inter-tel, ISDN - PRI/BRI, POTS Lines, T-Bans, DNIS Numbers, E911, Enhanced 800's Numbers, Call Detail records, VTNS Voicemail, Resporg, BTN

 

Advance Features:  Call Prompters, Speech Recognition, Courtesy Response, Enroute Announcements, Advanced and Exchange Routing CSU/DSU, IVR/CTI Knowledge of FDCPA Collections and Fraud Services

 

Additional Expertise:  Construction Management, Siterra, Fleet Management, Product and Material Management including Jack, Panel, Bay and Shelving, Cables, DAS Fiber and Trenching, Power Equipment, LGX Equipment, Coax Floor Spacing,  FCC and  FAA Compliance, Building Permits and Leasing and Zoning for Cell Site Acquisitions  with Cell Site Towers for New Builds, DAS, Carrier Ads, Voice Carriers and EVDO Data