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Program Management | Client Satisfaction | Leadership | Creative Problem Solving | Teamwork | Scheduling
Organization | Contract Processes | Stakeholder Relations | Supervision | Communication | Time Management
Deadline-driven and self-assured Project Manager with years of valuable, progressive experience in the wireless technology sector. Developer of mutually beneficial relationships with stakeholders at all levels using positive demeanor. Able to achieve organizational objectives in order to work towards success. Excel under pressure in time-sensitive settings. Eager to use organizational and communications skills, coupled with technical aptitude to provide top-tier situational planning and project management services to a growing, innovative company. In search of a Project or Program Manager role with a technical focus; also open to operations-focused roles.
Transitioned from previous role to manage a newly-developed Change Management team; lead all team projects focused on work and organizational change alignments, for example
Review production and submit Change Requests to ensure compliance across 2.4K individual applications that impact infrastructure; recorded 17K individual records for 2016 and 11K in 2017 to date
Inform senior leadership of Change Request updates and developments as needed
Direct and deliver support in developing communications to explain Change Management restrictions and service/process changes
Lead training for new individuals or teams
Offer on-call support for emergency changes after business hours; also oversee the Trouble and Change Management ticketing systems that serve a 5K-employee organization
Partake actively in Root Cause Analyses to assess issues caused by implemented changes
Detect change activity collision and mediation across platforms for planned and emergency functions
Serve as a trusted Subject Matter Expert (SME) to offer valued input on best practices for change management in cloud, hybrid and bare metal environments
Tend to cellular video buffering issues as the arise; partner with three external service vendors and other support towers to craft solutions to issues lasting months in duration
Earned a Letter of Appreciation from Bill Hogg, the AT&T Senior Vice President of Operations; commended for performance during the Boy Scout Jamboree and for leading support during the highly visible event
Also honored with two The Customer Rules" Awards and a Letter of Appreciation from the SVP of Operations
Acted as the leader of a newly-established Cloud Operations Planning Team
Developed and adhered to operational requirements for new cloud services in working with Scrum Masters and project teams
Led both Waterfall and Agile-focused projects in a Planning Lead role with support from the Project Manager
Gathered and submitted operational cost estimates for onboarding and life cycle management of new services; actively advocated for the Operations Team overseeing these new offerings
Managed the implementation of new services including risk assessments, cost reduction analyses and leadership updates
Coordinated service validation, operational readiness and user acceptance testing processes
Gathered or created operational documentation and training for new or evolving services
Worked in an Associate Vice President and chief capacity for assigned staff team
Tracked and monitored inbound projects with regard to the Core Mobility Data network in order to functionally lead program management efforts
Guided process and integration processes within both internal marketing and service delivery teams
Aided in business planning including resource and equipment allocation to head the expansion of new services and upgrades
Advised executive leadership to clarify project scopes and impacts
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Worked as a proxy approval during absences of leadership staff during scheduled project reviews
Organized all mobility core assets to support incoming upgrade, expansion and new service projects
Delivered support as needed to the Mobility Service Operations Chief of Staff
Operated as a Level 2 Manager to oversee vendor Service-Level Agreement (SLA) enforcement, as well as adherence to all maintenance and outage requirements per signed SLA agreements
Handled service hardening and new service onboarding efforts across all projects
Advised the Mobility Network Operations Center as an SME regarding issues that impacted external partners
Called on vendor product and service information in managing various business facets
Served as an escalation point for the Mobility NOC and external vendors
Completed situational reporting for review by executive leaders
Introduced and enforced internal process for internal and external maintenance with the potential to impact service
Worked in conjunction with vendors and both external and internal resources to devise solutions centered on new products and data devices
Crafted and set into motion a series of outage/troubleshooting escalation processes for use by Consumer Data Support, Consumer Care and Technical Care teams
Acted as an effective, trusted liaison to various internal and external parties; included working as a contact point for management escalations
Fielded duties such as content authoring, situational reporting for senior leader review, as well as development of comprehensive data-intensive training programs that detailed products and services
Mobility New Product Specialist Analyst, Cingular, 2005
Mobility Enterprise Help Desk Analyst, Cingular, 2004-2005
Non-Commissioned Officer, U.S. Army, 1987-1994
ITIL v3 Foundation Certification | Project and Program Management | Technical Writing (Troubleshooting-Intensive)
Wireless Data Technology SME | Wireless Voice Technology SME | Cloud Technology | Network Technology
MS Office | UNIX | Reporting Procedures | Crisis/System Outage Management
Currently completing PMP certification
Den Leader, Boy Scouts of America
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4513 Aylesbury Dr. | Xxxxxx, TN xxxxxx xxx-xxx-xxxx | firstname.lastname@example.org
March 16, 2018
Hiring Agent Name
Dear [Hiring Agent Name],
I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:
I bring to any role years of proven project management and program leadership success, primarily in the wireless technology sector, specifically with AT&T Wireless.
It is my hope to put the skills I ve refined over the years to practical use in a challenging setting focused that will allow me to continue serving in a similar capacity, but this time in an engaging new environment.
All of my experiences so far have improved my interpersonal and relationship building competencies, as well as my ability to connect positively with clients, colleagues and important stakeholders at all levels. This includes vast experience in reporting to and meeting with leaders to keep them apprised of project progress.
As a professional, I am able to excel in fast-paced settings that call for adaptability and the ability to work well under pressure. I work well as both an independent achiever and valued team member to lend to fruitful project management operations.
My educational background, to complement my career history, includes training and certification completion in a vast array of areas. Among those is my Project Management Professional (PMP) credential, which I am currently working on.
In addition to my work chronology, I am also involved as a local Boy Scout Den Leader, so as to provide a positive work-life balance. I encourage those around me to achieve this type of health balance and thus I lead by example in modeling the behaviors I advocate.
As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.
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