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Work Background
TalkdeskSr. Project Manger
Mar. 2022Remote
NICE CXoneSr. Project Manager
Mar. 2021 - Mar. 2022RemoteImplementation Project Manager responsible for the success of our customers and strategic business partners while implementing multiple cloud based projects.
• Supports, develops, and organizes requirement delivery elements, via requirement documentation, process flows, and user stories.
• Manage all aspects of a project over the lifecycle of the project, adhering to strict deadlines and budget.
• Peer Mentor in support of Onboarding Activities for new employees.
• Actively engaged in on-going Process Improvement amongst daily processes and procedures, enhancing operations, and team collaboration.
inContact Project Manager
Jun. 2017 - Mar. 2021Remote OfficeLead project teams through implementation of NICE inContact Customer Experience Software for Enterprise Clients
• Manage all aspects of a project over the entire project life (initiate, plan, execute, control, close) according to strict deadlines and within budget.
• Define project’s objectives and oversee quality control throughout the project lifecycle.
• Supports, develops, and organizes requirement delivery elements, via requirement documentation, process flows, and user stories.
• Acquire resources and coordinate efforts of team members, including third-party contractors or consultants, in order to deliver projects according to plan.
IBMGlobal Service Availability Manager
Jan. 2016 - Dec. 2016Remote OfficeCreate, review, and track global RCA process and documents. Produce standardized support process for change and incident management for teams. Lead best practices to collaborate and finalize complex projects.
• Managed and supported global team of service delivery managers, ensuring accurate and successful engagement of resources.
• Led training sessions with global support teams in alignment with incident and changes processes, allowing standardized deployment of support.
• Identified opportunities for improvement amongst team, enhancing operations and reducing chances for error.
IBMGlobal Support Lead
Jul. 2014 - Jan. 2016Remote OfficeOversaw special change and incident management, continual improvement, best practices, and lesson learned evaluation projects. Managed training sessions with executives and support resources.
• Led resource management of small team, providing support governance, processes, and procedures to multiple groups.
• Worked with multiple stakeholders at all levels, identifying business needs and obtaining solutions by creating implementation plans.
• Functioned as global engagement point of support between IBM Partner / Vendor and IBM internal, maintaining positive relationship, escalation management, and support scope definition.
IBMTransition / Project Manager
Jan. 2009 - Jul. 2014Remote OfficeLed teams through strategic organizational change to utilize LEAN and Six Sigma principles to standardize business practices, define best practices, and reduce overhead. Created training material and change documentation.
• Operated as Engagement Manager on transformation team, leading multiple teams of associates in successful deployments of IBM Lean and Six Sigma methodologies.
• Understood transformation and change of business, helping to drive efficient results with several team members and stakeholders.
• Led special project for transition of organizations with executive sponsorship, creating alignment with methodologies and change readiness for global deployment and usage.
• Oversaw and co-led training sessions with executives, managers, and support resources, resulting in clearer and positive understanding of the strategic organizational change.
• Identified opportunity for improvement amongst team by developing Expanded Idea’s log for communication and collaboration.
IBMPrint Project Manager
Jan. 2002 - Dec. 2008Boulder, CO / Remote OfficeProvided oversight and delivery of a cost reducing project, End-to-End Print/Copy/Fax, transitioning and transforming the existing architecture and infrastructure to a shared department and team infrastructure. Project Manager/Subject Matter Expert liaison to IBM executives, managers, and employees ensuring a smooth and seamless transition and transformation to the new infrastructure. Through-out project I managed equipment project schedule,ordering, shipping, delivery, and installation. I coordinated removal and disposal, provided training to all resources, communicated upcoming changes and schedules, provided stakeholder management, and vendor day to day operations management.
Negotiated "special need" with specific departments and executive resources to insure cost savings and business needs were met.
IBMSystem Administrator
Mar. 2000 - Dec. 2001Boulder, CO / Remote OfficeProvided support for AIX servers and Infoprint application for US Print Team. Managed daily application support, performed server maintenance (both hardware and software), and customer relations.
IBMAsset Manager / Project Manager
Jan. 1999 - Mar. 2000Boulder, COCreated asset tracking process and label creation/identification for equipment serving multiple accounts.
Negotiated and managed purchase of internal asset printing equipment and development
Maintained master asset identification and tracking database
IBMCustomer Service Representative
Mar. 1998 - Jan. 1999Boulder, COProvided first level helpdesk support to multiple accounts.
Performed Team Lead responsibilities for vendor management, best practices, and team training.
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