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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ●

Management Professional

Enterprise Project Management ~ Strategic Planning ~ SDLC Management

Technology Procurement ~ Business Continuity ~ Vendor Management ~ Budget Compliance




         Extremely well-versed in leading multimillion dollar IT projects, steering continuous improvement, and directing unified teams in achieving project goals according to fiscal, timeline, and quality criteria.

         Proven success in implementing cutting-edge solutions which considerably enhance productivity, profitability, and competitive positioning for clients and employers.

         Skilled at smoothly aligning both onshore and offshore personnel and resources to achieve project objectives.

         Excel at interfacing with stakeholders to propel forward-moving efforts across multiple initiatives concurrently.

         Outstanding skills in effectively and efficiently managing IT personnel, budgets and strategic plans, while closely monitoring technological trends and advancements.

         Adept at cross-functional team leadership, training, coaching, forecasting, change management, implementing best practices, customer relationship management, and customer retention.

         Accomplished at driving large-scale development projects including nationwide implementations and ongoing maintenance release management for companies of all sizes.


Professional Experience


Dimension Data, Centreville, VA, August 2013 Present

Director of BPO and Audit Operations Communication Lifecycle Management (CLM)

         Promoted after one year to spearhead delivery of Mobility and Wireline Business Processing Outsourcing (BPO) and Audit Services for CLM division covering four service delivery areas.

         Evaluate new contracts to ensure alignment with service offerings and pricing parameters, define productivity metrics and external and internal SLAs, and establish scalable workflow processes to expand BPO client base by 25% without having to hire extra resources.

         Assemble and direct 48-person team in Telecommunications Expense Management (TEM) services including invoicing, audits, optimization, and mobility services to large international and domestic clients.

         Recruit, select, train, and retain high-performing technical professionals, including launching service center in Bangalore, India comprised of 17 full-time employees.


Resolvit , Tysons Corner, VA, April 2012 August 2013

Senior Consultant / Account Manager

         Successfully closed more than 30 networking projects in support of Time Warner Cable contract, exhibiting proficiency in project planning, tracking, progress reporting, and team leadership.

         Managed details of approximately 50 projects each month encompassing new product roll-outs, internal audit change management, critical infrastructure inventory management, and Telcordia hosted database replication.

         Implemented NetCLARUS SaaS software for Traffic Management team within two months.


LightSquared, Reston, VA, June 2011 April 2012

Manager, Customer Technical Support

         Directed, mentored, and motivated personnel throughout all aspects of customer support, equipment commissioning, customer onboarding, and performance metrics.

         Steered implementation of Remedy Multi-Tenant in six weeks which immediately improved tracking and trending for current generation customers while preparing system for next generation activities.

         Seamlessly transitioned over 800 retail customers and 1,000 government customers to wholesale partner, Network Innovations.


Continued ►


Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2


GetWellNetwork, Bethesda, MD, March 2011 June 2011

Director, Implementation Services

         Shepherded team in implementing GetWellNetwork projects across hospital client base with full accountability for hardware procurement, project plan, deliverables, test environment, and equipment and network connectivity.

         Discovered $400K in lost revenue in two-month time frame by refining process and investigating status of all projects in 2010 and 2011.


Widelity Consulting & eGlobalTech, Northern Virginia, December 2009 March 2011


         Formulated business strategy for client s Customer Technical Support team, identified business requirements for system solutions, and facilitated business and system architecture decisions and direction.

         Project-managed the complete spectrum of Federated Acquisition Segment Architecture government contract to revamp acquisition processes and systems; controlled $1.3M budget, risks, deliverables, schedule, and team consisting of senior enterprise architect, systems architect, business analyst and subject matter experts.


Razorsight Corporation, Fairfax, VA, August 2007 December 2009

Director of Customer Service and Operations

         Orchestrated multiple projects and delivered influential leadership to project managers, technical leads, and customer support representatives.

         Presented with Sudden Impact Award in 2007 after pioneering full-scope customer service operations; built developed customer service model, hired onsite and overseas team members, and successfully maintained customer satisfaction levels at 99% through measurable process improvements.


Sprint Nextel (formerly Nextel Communications, Inc.), Reston, VA, November 2000 August 2007

Senior Manager, Business Customer Services

         Oversaw $20M annual budget and mobilized team of 25 in high-profile post-merger initiative involving consolidation of legacy Sprint and legacy Nextel billing systems into one unified billing platform.

         Played an integral role in all facets of SDLC constituting over 1.2M vendor development hours.

         Instituted cross-functional Program Management Office to optimize risk and issue mitigation, external customer communication, and task force development.


Senior Manager Merger Integration

         Effectively aligned technologies between two companies for key functions and finalized Day 0, Day 1 and Day 100 Business Customer Services operating model, finance and synergy targets, and end-state planning.


Senior Manager, Customer Management / Customer Operations

         Marshalled project managers and business analysts to implement first phase of nView enterprise desktop application across 2,000 users nationwide.


Senior Manager, Information Technology Engineering

         Expertly administered $1.2M budget for development projects and governed all aspects including project estimates, staffing, contracting, daily project management, documentation, implementation, and quality.


Prior Background:


Sr. Quality Manager / Project Manager, Network Access Solutions Sterling, VA, November 1999 November 2000

Senior Business Analyst / Project Manager, QuadraMed, Reston, VA, March 1994 November 1999


Education & Professional Development


BA, Economics and Business Administration, Knox College, Galesburg, IL

Associate of Arts, Carl Sandburg College, Galesburg, IL

Associate of Applied Science, Marketing/Management, Carl Sandburg College, Galesburg, IL

PMP Certification, PMI


Nextel Management Training; Franklin Covey Project Management; Team Management, Situational Leadership;

Total Quality Management; Objected-Oriented Analysis and Design; Problem Solving; Public Speaking and Presentations; Strengths Training; Learning Tree IT Project Management; CRM Best Practices


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ●


















Dear Hiring Manager:


I am currently exploring management opportunities and am submitting my resume for your review. In advance, thank you for your time and consideration.


I offer proficiency in directing a broad range of IT and telecom projects, and proven success in personnel training, mentoring, coaching, and management. My extensive experience across business needs analysis, solution development, change management, customer service, and budgeting capacities certainly indicates my versatility and ability to guide projects in any environment. To complement these qualifications, I offer strong abilities in scheduling and a constant commitment to enforcing stringent quality control and regulatory compliance in all initiatives.


As an integral member of your leadership team, you will find that I am well-positioned to deliver immediate and long-term results, with a steadfast commitment to supporting you in not only attaining, but exceeding your goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you in the near future. Please note that I am planning on relocating to Florida in (INSERT TIME FRAME).






Yyyyyy x. yyyyyy


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