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Project Management
Results-focused professional with 10+ years of experience in project management and service delivery eager to support a progressive organization in optimizing performance
Qualifications Profile
Project Management and Leadership:
Ø Produced multi-million dollar savings by implementing innovative Cisco Unity Technology which eliminated obsolete 3rd party voicemail systems
Ø Substantially reduced International Toll Free phone costs by over 35K per month by reducing 2-tier numbers and changing services while making it easier for customers to reach the call center
Ø Proven ability to effectively delegate and leverage teamwork to achieve measurable and quality results; collaborated on a global vendor reduction project which reduced outsourced companies from 12 to 4 resulting in consistent, quality customer service while creating cost savings
Ø Strong background managing cross-functional projects with multiple dependencies and constraints; managed and led the resolution of day-to-day escalation from teams
Ø Oversaw full-scope responsibilities for managing multiple software development projects, including directing, coordinating and exercising functional authority for all planning and integration
Ø Promoted service excellence by providing hands-on leadership while directing the execution of all technical project management activities, including technical support and troubleshooting assistance
Ø Experienced in full-cycle project management, including gathering project requirements, initial cost analysis, developing and drafting project plans and full-scale execution while mitigating risks
Ø Built strong business relationships as a liaison between several different departments; effectively managed after-production issues (maintenance and support)
Training and Development:
Ø Extensive experience coaching and developing virtual team members; effectively trained a global outsource support team to deliver outstanding and timely service
Ø Successfully created an ITIL based Configuration Management Team
Ø Identified and addressed overseas engineer skills gaps; created and delivered specialized training to enhance service delivery
Ø Exceptional presentation skills; delivered face-to-face and web-based Train-the-Trainer programs
Ø Expertise in measuring and tracking employee retention as well as developing proven strategies to reduce employee turnover
Ø Recruited, mentored and supervised staff in the delivery of quality service
Ø Talent for clearly communicating highly technical information in a comprehension format both formally and informally to a variety of target audiences; delivered executive briefings and employee presentations
Customer Service:
Ø Ensured contract renewals by delivering superior customer service while effectively managing client relationships; track record for achieving or exceeding client goals
Ø Ability to quickly grasp a strong understanding of customers technical environment and operations
Ø Superior negotiation and conflict management skills
Career Track
CISCO SYSTEMS, INC. 2006 C Present
Business Analyst C Customer Contact Center Frontline & TAC, San Jose, CA, 2008 - Present
Customer Relations Manager - Cisco Remote Service Support, Austin, TX, 2006 C 2008
STS @ CISCO SYSTEMS, INC. 1999 C 2006
Technical Project Manager, San Jose, CA, 2004 C 2006
Project Manager/ AVVID Tier 2 Technical Support, San Jose, CA, 2002 C 2004
Voice Services Help Desk Lead / Project Manager, San Jose, CA, 2000 C 2002
Voice Services Help Desk, San Jose, CA, 1999 C 2000
NHANCEMENT TECHNOLOGIES 1999 C 2000
Project Manager, Pleasanton, CA
EDS @ HITACHI DATA SYSTEMS 1996 C 1999
Case Management and Client Support, Santa Clara, CA
Academic Credentials
Computer Science - RDBS, SQL Queries, MS Apps, FOOTHILL COLLEGE, Los Altos, CA
English & General Education, PORTLAND STATE UNIVERSITY, Portland, OR
Certifications and Technical Skills
Ø ITIL Foundations
Ø DMAIC Basic
Ø MS Office Applications (incl. Access)
Ø SAP-JMP
Ø Visio
Ø Business Objects
Ø SQL Queries
Ø MCSE Certification for Windows 2000
Ø Cisco IP Telephony Certification for Training
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