Reggie Wilson
IT Program Director (Active: Clearances) at IntelliBridge- Claim this Profile
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Bio
Experience
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IntelliBridge
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United States
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IT Services and IT Consulting
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300 - 400 Employee
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IT Program Director (Active: Clearances)
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Jun 2020 - Present
• Manage budgets of up to $65 million and work with multiple teams and stakeholders to achieve objectives on time and within budget. • Manage relationships with the government Contracting Officer (CO) and Contracting Officer Representative (COR) to ensure contract expectations, and contract stabilities including but not limited to proposed staffing allocations, burn-ups, burn-downs, and Scrum velocity reporting. • Oversight of contract administration as prime and the management of… Show more • Manage budgets of up to $65 million and work with multiple teams and stakeholders to achieve objectives on time and within budget. • Manage relationships with the government Contracting Officer (CO) and Contracting Officer Representative (COR) to ensure contract expectations, and contract stabilities including but not limited to proposed staffing allocations, burn-ups, burn-downs, and Scrum velocity reporting. • Oversight of contract administration as prime and the management of subcontractors. • Managing CPARS rating on projects. • Managing timesheets/invoices reconciliations. • Business development (BD), contracts, negotiations, and response to proposals (RFP). • Establishes plans, and roadmaps, and executes major milestone reviews, and decision gates to ensure project completion and budget reconciliation. • Design and implement processes to monitor and control resources, and values to project goals, and objectives to support SDLC for the technology solutions. • Responsible for Daily, Weekly, and Quarterly measurements and reports to the company’s Leadership as well as the Client. • Overseeing the quality assurance process and procedures for SDLC, On-Prem, and AWS Cloud Infrastructures. • Implementing PEGA Systems as the UI/UX public-facing solution. • Supervising staff and managing large-scale contract activities with external oversight groups and stakeholders. • Employee engagement and resource management for performance reviews, career development, and retention. Show less • Manage budgets of up to $65 million and work with multiple teams and stakeholders to achieve objectives on time and within budget. • Manage relationships with the government Contracting Officer (CO) and Contracting Officer Representative (COR) to ensure contract expectations, and contract stabilities including but not limited to proposed staffing allocations, burn-ups, burn-downs, and Scrum velocity reporting. • Oversight of contract administration as prime and the management of… Show more • Manage budgets of up to $65 million and work with multiple teams and stakeholders to achieve objectives on time and within budget. • Manage relationships with the government Contracting Officer (CO) and Contracting Officer Representative (COR) to ensure contract expectations, and contract stabilities including but not limited to proposed staffing allocations, burn-ups, burn-downs, and Scrum velocity reporting. • Oversight of contract administration as prime and the management of subcontractors. • Managing CPARS rating on projects. • Managing timesheets/invoices reconciliations. • Business development (BD), contracts, negotiations, and response to proposals (RFP). • Establishes plans, and roadmaps, and executes major milestone reviews, and decision gates to ensure project completion and budget reconciliation. • Design and implement processes to monitor and control resources, and values to project goals, and objectives to support SDLC for the technology solutions. • Responsible for Daily, Weekly, and Quarterly measurements and reports to the company’s Leadership as well as the Client. • Overseeing the quality assurance process and procedures for SDLC, On-Prem, and AWS Cloud Infrastructures. • Implementing PEGA Systems as the UI/UX public-facing solution. • Supervising staff and managing large-scale contract activities with external oversight groups and stakeholders. • Employee engagement and resource management for performance reviews, career development, and retention. Show less
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U.S. Department of Commerce
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Government Administration
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700 & Above Employee
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Senior IT Project Manager
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May 2019 - Present
• Establishes, plans, and executes major milestone reviews, and decision gates to ensure project completion. • Designs and implements processes to monitor and control resources, and value to project goals and objectives. • Responsible for Daily, Weekly, and Quarterly measurements and reports to US Census Leadership • Assist in compiling data for reports, including but not limited to Customer timesheets and placement and retention reports. • Implementing PEGA Systems as the UI/UX… Show more • Establishes, plans, and executes major milestone reviews, and decision gates to ensure project completion. • Designs and implements processes to monitor and control resources, and value to project goals and objectives. • Responsible for Daily, Weekly, and Quarterly measurements and reports to US Census Leadership • Assist in compiling data for reports, including but not limited to Customer timesheets and placement and retention reports. • Implementing PEGA Systems as the UI/UX public-facing solutions. • Responsible for overseeing the quality assurance process and processors for SDLC and On-Prem and AWS Cloud Infrastructures. Show less • Establishes, plans, and executes major milestone reviews, and decision gates to ensure project completion. • Designs and implements processes to monitor and control resources, and value to project goals and objectives. • Responsible for Daily, Weekly, and Quarterly measurements and reports to US Census Leadership • Assist in compiling data for reports, including but not limited to Customer timesheets and placement and retention reports. • Implementing PEGA Systems as the UI/UX… Show more • Establishes, plans, and executes major milestone reviews, and decision gates to ensure project completion. • Designs and implements processes to monitor and control resources, and value to project goals and objectives. • Responsible for Daily, Weekly, and Quarterly measurements and reports to US Census Leadership • Assist in compiling data for reports, including but not limited to Customer timesheets and placement and retention reports. • Implementing PEGA Systems as the UI/UX public-facing solutions. • Responsible for overseeing the quality assurance process and processors for SDLC and On-Prem and AWS Cloud Infrastructures. Show less
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DC Government
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United States
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Government Administration
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700 & Above Employee
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Vendor Management Project Manager Master (Office of Contracting & Procurement)
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Apr 2019 - Jun 2019
• Responsible for overseeing the migration of On-Prem COTS solution to AWS Cloud Service • Vendor Management of the implementation of SAP Ariba Procure-to-Pay Software Cloud Solution • Responsible for specifying, implementing, and continuously improving robust and efficient business processes that will provide excellent customer service and deliver positive outcomes • Designs and implements processes to monitor and control resources, budget, risks, and value to project goals and… Show more • Responsible for overseeing the migration of On-Prem COTS solution to AWS Cloud Service • Vendor Management of the implementation of SAP Ariba Procure-to-Pay Software Cloud Solution • Responsible for specifying, implementing, and continuously improving robust and efficient business processes that will provide excellent customer service and deliver positive outcomes • Designs and implements processes to monitor and control resources, budget, risks, and value to project goals and objectives. • Establishes, plans, and executes major milestone reviews and decision gates to ensure project completion. • Maintained accurate project schedules, financial burn rates, change management, project plans, and status reports. • Analysis, planning, requirements documents (both functional and technical), building functional models, developing procedures, and developing functional and technical architectures. • Exercises excellent verbal and written communication skills and has the ability to interact professionally with a diverse group; software developers, DBAs, network engineers, agency business and technical owners, SMES and senior executive management. • Created the SOW (Statement of Work) for the selection of an IT Professional Service vendor. Show less • Responsible for overseeing the migration of On-Prem COTS solution to AWS Cloud Service • Vendor Management of the implementation of SAP Ariba Procure-to-Pay Software Cloud Solution • Responsible for specifying, implementing, and continuously improving robust and efficient business processes that will provide excellent customer service and deliver positive outcomes • Designs and implements processes to monitor and control resources, budget, risks, and value to project goals and… Show more • Responsible for overseeing the migration of On-Prem COTS solution to AWS Cloud Service • Vendor Management of the implementation of SAP Ariba Procure-to-Pay Software Cloud Solution • Responsible for specifying, implementing, and continuously improving robust and efficient business processes that will provide excellent customer service and deliver positive outcomes • Designs and implements processes to monitor and control resources, budget, risks, and value to project goals and objectives. • Establishes, plans, and executes major milestone reviews and decision gates to ensure project completion. • Maintained accurate project schedules, financial burn rates, change management, project plans, and status reports. • Analysis, planning, requirements documents (both functional and technical), building functional models, developing procedures, and developing functional and technical architectures. • Exercises excellent verbal and written communication skills and has the ability to interact professionally with a diverse group; software developers, DBAs, network engineers, agency business and technical owners, SMES and senior executive management. • Created the SOW (Statement of Work) for the selection of an IT Professional Service vendor. Show less
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Fannie Mae
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United States
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Financial Services
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700 & Above Employee
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Sr. Program Manager of EPMO
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May 2018 - Oct 2018
• Worked closely with the Program Director to resolve complex issues and execute the strategies and plans developed by the Program Director. • Managed Enterprise Data Migration Project migrating all current and legacy program divisions' data from the current On-Prem solution to Amazon AWS Cloud Infrastructure. • Specified, implemented, and continuously improved robust and efficient business processes that will provide excellent customer service and deliver positive outcomes. • Ensure… Show more • Worked closely with the Program Director to resolve complex issues and execute the strategies and plans developed by the Program Director. • Managed Enterprise Data Migration Project migrating all current and legacy program divisions' data from the current On-Prem solution to Amazon AWS Cloud Infrastructure. • Specified, implemented, and continuously improved robust and efficient business processes that will provide excellent customer service and deliver positive outcomes. • Ensure full program continuity (to include forms and documents) and model consistency. • Identify all necessary resources, present additional ways to increase program placements and goal achievement, and recommend partnerships, as well as performance management models. • Motivated staff and established and maintained high energy, highly accountable, team approach to getting site work completed in a timely manner and in an atmosphere that is stimulating and allows for continued growth and development. • Ensured that staff and program components delivered quality services to facility Customers in accordance with overall program objectives through regular supervision, meetings, training, and other coaching methods. • Ensured that staff conducted outreach to referred Customers, engaged Customers in provided activities, and re-engaged those Customers who started to and subsequently disengaged. • Developed trusted working relationships with assigned Customers and shall monitor Customer engagement and progress. • Observed all policies and procedures and attend all required training and certifications as scheduled. • Diligently verified and reported all aspects of Customer milestone achievements. • Stressed urgency and ownership, guided Customers and Staff through a learn-by-doing process during their service planning and delivery. Show less • Worked closely with the Program Director to resolve complex issues and execute the strategies and plans developed by the Program Director. • Managed Enterprise Data Migration Project migrating all current and legacy program divisions' data from the current On-Prem solution to Amazon AWS Cloud Infrastructure. • Specified, implemented, and continuously improved robust and efficient business processes that will provide excellent customer service and deliver positive outcomes. • Ensure… Show more • Worked closely with the Program Director to resolve complex issues and execute the strategies and plans developed by the Program Director. • Managed Enterprise Data Migration Project migrating all current and legacy program divisions' data from the current On-Prem solution to Amazon AWS Cloud Infrastructure. • Specified, implemented, and continuously improved robust and efficient business processes that will provide excellent customer service and deliver positive outcomes. • Ensure full program continuity (to include forms and documents) and model consistency. • Identify all necessary resources, present additional ways to increase program placements and goal achievement, and recommend partnerships, as well as performance management models. • Motivated staff and established and maintained high energy, highly accountable, team approach to getting site work completed in a timely manner and in an atmosphere that is stimulating and allows for continued growth and development. • Ensured that staff and program components delivered quality services to facility Customers in accordance with overall program objectives through regular supervision, meetings, training, and other coaching methods. • Ensured that staff conducted outreach to referred Customers, engaged Customers in provided activities, and re-engaged those Customers who started to and subsequently disengaged. • Developed trusted working relationships with assigned Customers and shall monitor Customer engagement and progress. • Observed all policies and procedures and attend all required training and certifications as scheduled. • Diligently verified and reported all aspects of Customer milestone achievements. • Stressed urgency and ownership, guided Customers and Staff through a learn-by-doing process during their service planning and delivery. Show less
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Universal Service Administrative Co. (USAC)
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United States
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Telecommunications
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700 & Above Employee
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Director of IT EPMO/Director of IT Application Delivery (E-Rate Program - Schools & Libraries)
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Oct 2006 - Sep 2017
•Program Manager overall USAC enterprise IT projects including managing workloads, defining deliverables, hiring and mentoring staff resources, conducting performance reviews, and ensuring compliance with established IT PMO processes. • Spearheaded development of the first-ever IT Program Management Office (IT PMO) function at USAC including creating a charter, milestones, goals, and objectives, and successfully planned the timeline for obtaining CMMI Level 3 certification; defined project… Show more •Program Manager overall USAC enterprise IT projects including managing workloads, defining deliverables, hiring and mentoring staff resources, conducting performance reviews, and ensuring compliance with established IT PMO processes. • Spearheaded development of the first-ever IT Program Management Office (IT PMO) function at USAC including creating a charter, milestones, goals, and objectives, and successfully planned the timeline for obtaining CMMI Level 3 certification; defined project management processes including development of requirements management, change management/control, and functional, regression, performance, and user acceptance testing. The goal of IT PMO is to turn around underperforming USAC programs with a focus on enterprise strategy, cost reduction, quality assurance, and process standardization. • Provided USAC leadership with transparency and insight into IT and enterprise operations while adapting the software development life cycle (SLDC) strategy tied to organizational goals and objectives. • Re-engineered and enhanced quality assurance to identify risks and issues at earlier stages during the project; manage contracts for all IT vendors including website development, hosting, IT operations, and IT application development. • Managed a team of systems engineers responsible for developing requirements documents, system use case specifications, and other SDLC artifacts for both functional and non-functional capabilities of USAC's Schools and Libraries programs. • Implemented Atlassian JIRA solution to manage the Agile Scrum boards, Project and Task Prioritizations, Change Management, and Resource Management. • Implemented Atlassian Bamboo solution to manage the Release Management process. • Implemented ServiceNow to manage Change Management integrated with Atlassian JIRA. Show less •Program Manager overall USAC enterprise IT projects including managing workloads, defining deliverables, hiring and mentoring staff resources, conducting performance reviews, and ensuring compliance with established IT PMO processes. • Spearheaded development of the first-ever IT Program Management Office (IT PMO) function at USAC including creating a charter, milestones, goals, and objectives, and successfully planned the timeline for obtaining CMMI Level 3 certification; defined project… Show more •Program Manager overall USAC enterprise IT projects including managing workloads, defining deliverables, hiring and mentoring staff resources, conducting performance reviews, and ensuring compliance with established IT PMO processes. • Spearheaded development of the first-ever IT Program Management Office (IT PMO) function at USAC including creating a charter, milestones, goals, and objectives, and successfully planned the timeline for obtaining CMMI Level 3 certification; defined project management processes including development of requirements management, change management/control, and functional, regression, performance, and user acceptance testing. The goal of IT PMO is to turn around underperforming USAC programs with a focus on enterprise strategy, cost reduction, quality assurance, and process standardization. • Provided USAC leadership with transparency and insight into IT and enterprise operations while adapting the software development life cycle (SLDC) strategy tied to organizational goals and objectives. • Re-engineered and enhanced quality assurance to identify risks and issues at earlier stages during the project; manage contracts for all IT vendors including website development, hosting, IT operations, and IT application development. • Managed a team of systems engineers responsible for developing requirements documents, system use case specifications, and other SDLC artifacts for both functional and non-functional capabilities of USAC's Schools and Libraries programs. • Implemented Atlassian JIRA solution to manage the Agile Scrum boards, Project and Task Prioritizations, Change Management, and Resource Management. • Implemented Atlassian Bamboo solution to manage the Release Management process. • Implemented ServiceNow to manage Change Management integrated with Atlassian JIRA. Show less
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Sprint
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United States
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Telecommunications
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700 & Above Employee
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IT Project Manager (PMO)/Manager of Information Technology
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Jun 2003 - Oct 2006
'Recipient of NEXTEL 2004 Got It Done Award' • Provide project leadership on highly complex and technical projects and also provided technical, professional, and analytical expertise for Nextel’s Engineering Application Systems. • Serve as the technical expert on process definition, process and standards compliance, requirements definition, report development, and resolving data integrity management issues as it relates to engineering application systems. • Manage engineering system… Show more 'Recipient of NEXTEL 2004 Got It Done Award' • Provide project leadership on highly complex and technical projects and also provided technical, professional, and analytical expertise for Nextel’s Engineering Application Systems. • Serve as the technical expert on process definition, process and standards compliance, requirements definition, report development, and resolving data integrity management issues as it relates to engineering application systems. • Manage engineering system activities, which includes but not limited to ASOG Releases, API Interface • Releases/Development, Change Requests, Maintenance, Bi-Monthly, and Quarterly Releases, Daily Production Support, Triaging Production Issues, Escalation, Monthly Report Performance Status. • Secure appropriate resources, delegate work, manage deliverables, administer Change Requests, and analyze complex information on Nextel’s Engineering Application Systems. • Plan, evaluate and validate projects and definition/goal setting within Sarbanes-Oxley requirements. • Evaluate deployment strategy options and provide direction for data cleanup activities as a prerequisite to data migration. • Develop project integration plans including tracking Integration tasks, MOP development, Test Plan development, and UAT facilitation and execution. • Supervise QA/Testing for E-fixes, Service Packs, and ASOG Upgrades including Application System, Regression (manual and/or automated) and Integration (API, Neustar, and PeopleSoft) Testing using WinRunner and Load Runner. • Managed development of technical documentation and creation of integration documents such as Project Plans, Test Plans, Test Cases, Pass/Fail Matrices and Issue Logs along with documentation of steps/processes for the release tasks all in SDM format. • Use PL/SQL in Oracle to troubleshoot, query and database. • Oversee Vantive Trouble Ticket queue for 2nd tier production support for TBS, CellTrack, others. Show less 'Recipient of NEXTEL 2004 Got It Done Award' • Provide project leadership on highly complex and technical projects and also provided technical, professional, and analytical expertise for Nextel’s Engineering Application Systems. • Serve as the technical expert on process definition, process and standards compliance, requirements definition, report development, and resolving data integrity management issues as it relates to engineering application systems. • Manage engineering system… Show more 'Recipient of NEXTEL 2004 Got It Done Award' • Provide project leadership on highly complex and technical projects and also provided technical, professional, and analytical expertise for Nextel’s Engineering Application Systems. • Serve as the technical expert on process definition, process and standards compliance, requirements definition, report development, and resolving data integrity management issues as it relates to engineering application systems. • Manage engineering system activities, which includes but not limited to ASOG Releases, API Interface • Releases/Development, Change Requests, Maintenance, Bi-Monthly, and Quarterly Releases, Daily Production Support, Triaging Production Issues, Escalation, Monthly Report Performance Status. • Secure appropriate resources, delegate work, manage deliverables, administer Change Requests, and analyze complex information on Nextel’s Engineering Application Systems. • Plan, evaluate and validate projects and definition/goal setting within Sarbanes-Oxley requirements. • Evaluate deployment strategy options and provide direction for data cleanup activities as a prerequisite to data migration. • Develop project integration plans including tracking Integration tasks, MOP development, Test Plan development, and UAT facilitation and execution. • Supervise QA/Testing for E-fixes, Service Packs, and ASOG Upgrades including Application System, Regression (manual and/or automated) and Integration (API, Neustar, and PeopleSoft) Testing using WinRunner and Load Runner. • Managed development of technical documentation and creation of integration documents such as Project Plans, Test Plans, Test Cases, Pass/Fail Matrices and Issue Logs along with documentation of steps/processes for the release tasks all in SDM format. • Use PL/SQL in Oracle to troubleshoot, query and database. • Oversee Vantive Trouble Ticket queue for 2nd tier production support for TBS, CellTrack, others. Show less
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Verizon
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United States
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IT Services and IT Consulting
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700 & Above Employee
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IT Project Manager/Senior System Analyst
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Apr 2002 - Jun 2003
• On-time deployment, certification testing, and regression testing of NightFire upgrades and new interfaces. Deliverables included: Bell South v13, Verizon East 5.5.1, SBC LSOG5, Bell South v13, Qwest v12, NightFire Gateway Infrastructure 4.2 Upgrade, Migration of Verizon SPIs to IA, Other ILEC upgrades as dictated by the ILECs using WinRunner and LoadRunner. • Successful development, testing, and on-time deployment of all NightFire components that support automation. Deliverables:… Show more • On-time deployment, certification testing, and regression testing of NightFire upgrades and new interfaces. Deliverables included: Bell South v13, Verizon East 5.5.1, SBC LSOG5, Bell South v13, Qwest v12, NightFire Gateway Infrastructure 4.2 Upgrade, Migration of Verizon SPIs to IA, Other ILEC upgrades as dictated by the ILECs using WinRunner and LoadRunner. • Successful development, testing, and on-time deployment of all NightFire components that support automation. Deliverables: Verizon Resale (BAN, GTE), Verizon Wireless, Bay Packets, Fulfillment House, NightFire Order Process Manager, Other Process Manager upgrades or new service provider interfaces (SPIs) as dictated by the needs of the business. • Ensured that all NightFire production gateway SPIs were maintained while keeping system availability (scheduled outages) above 95%. • Ensured that all ILEC/OSS related HP Service Desk trouble tickets assigned were resolved within the established SLAs. Show less • On-time deployment, certification testing, and regression testing of NightFire upgrades and new interfaces. Deliverables included: Bell South v13, Verizon East 5.5.1, SBC LSOG5, Bell South v13, Qwest v12, NightFire Gateway Infrastructure 4.2 Upgrade, Migration of Verizon SPIs to IA, Other ILEC upgrades as dictated by the ILECs using WinRunner and LoadRunner. • Successful development, testing, and on-time deployment of all NightFire components that support automation. Deliverables:… Show more • On-time deployment, certification testing, and regression testing of NightFire upgrades and new interfaces. Deliverables included: Bell South v13, Verizon East 5.5.1, SBC LSOG5, Bell South v13, Qwest v12, NightFire Gateway Infrastructure 4.2 Upgrade, Migration of Verizon SPIs to IA, Other ILEC upgrades as dictated by the ILECs using WinRunner and LoadRunner. • Successful development, testing, and on-time deployment of all NightFire components that support automation. Deliverables: Verizon Resale (BAN, GTE), Verizon Wireless, Bay Packets, Fulfillment House, NightFire Order Process Manager, Other Process Manager upgrades or new service provider interfaces (SPIs) as dictated by the needs of the business. • Ensured that all NightFire production gateway SPIs were maintained while keeping system availability (scheduled outages) above 95%. • Ensured that all ILEC/OSS related HP Service Desk trouble tickets assigned were resolved within the established SLAs. Show less
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NET2000 Communications
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Telecommunications
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IT Project Manager (PMO)/Sr. System, Business Analyst III
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Jun 2001 - Oct 2001
• Supervised and directed integration team to set up an order entry system for production database using PL/SQL. • Lead Analyst for the integration of Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) based on NET2000 requirements. • Gathered user requirements for new products and services for Metasolv/TBS and Clarify Trouble Ticket (NTM). • Planned and conducted a User Acceptance Test (UAT), training, and briefing sessions on a production database, operating systems, and support… Show more • Supervised and directed integration team to set up an order entry system for production database using PL/SQL. • Lead Analyst for the integration of Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) based on NET2000 requirements. • Gathered user requirements for new products and services for Metasolv/TBS and Clarify Trouble Ticket (NTM). • Planned and conducted a User Acceptance Test (UAT), training, and briefing sessions on a production database, operating systems, and support issues for Net2000 staff and management. • Responsible for UAT testing including load testing new applications, testing system’s functionality, regression and stress testing in Oracle environment. • Administered and supported all upgrades and testing of Clarify Trouble Ticket (NTM). • Kept managers, regional and headquarters offices up-to-date on Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) concerns, issues, and recommendations. • Integrated order entry, provisioning, customer support, and billing systems. • Responsible for data backups within the test and development of Oracle environments. • Advised and assisted Net2000 on purchasing new version software and hardware equipment based on new product requirements. • Developed and produced written and multi-media products which included correspondence, graphics, and discussion points for presentations with Visio, Microsoft PowerPoint, and Microsoft Office XP. Show less • Supervised and directed integration team to set up an order entry system for production database using PL/SQL. • Lead Analyst for the integration of Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) based on NET2000 requirements. • Gathered user requirements for new products and services for Metasolv/TBS and Clarify Trouble Ticket (NTM). • Planned and conducted a User Acceptance Test (UAT), training, and briefing sessions on a production database, operating systems, and support… Show more • Supervised and directed integration team to set up an order entry system for production database using PL/SQL. • Lead Analyst for the integration of Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) based on NET2000 requirements. • Gathered user requirements for new products and services for Metasolv/TBS and Clarify Trouble Ticket (NTM). • Planned and conducted a User Acceptance Test (UAT), training, and briefing sessions on a production database, operating systems, and support issues for Net2000 staff and management. • Responsible for UAT testing including load testing new applications, testing system’s functionality, regression and stress testing in Oracle environment. • Administered and supported all upgrades and testing of Clarify Trouble Ticket (NTM). • Kept managers, regional and headquarters offices up-to-date on Metasolv/TBS OSS and Clarify Trouble Ticket (NTM) concerns, issues, and recommendations. • Integrated order entry, provisioning, customer support, and billing systems. • Responsible for data backups within the test and development of Oracle environments. • Advised and assisted Net2000 on purchasing new version software and hardware equipment based on new product requirements. • Developed and produced written and multi-media products which included correspondence, graphics, and discussion points for presentations with Visio, Microsoft PowerPoint, and Microsoft Office XP. Show less
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Network Access Solution (NAS)
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Herndon, Virginia
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Senior Business System Analyst
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Jul 1999 - Jun 2001
• Trained and supervised installation support team of twenty-five (25) people for NAS. • Established and modified parameters, specifications, training modules and implementation of Metasolv’s TBS (OSS) and Clarify Application. • Performed formal training in line with TL9000 Certification, Business Process documentation for Metasolv’s TBS (OSS) and Clarify Application to Sales and Operation Departments of NAS. • Planned and conducted User Acceptance Test (UAT), training and… Show more • Trained and supervised installation support team of twenty-five (25) people for NAS. • Established and modified parameters, specifications, training modules and implementation of Metasolv’s TBS (OSS) and Clarify Application. • Performed formal training in line with TL9000 Certification, Business Process documentation for Metasolv’s TBS (OSS) and Clarify Application to Sales and Operation Departments of NAS. • Planned and conducted User Acceptance Test (UAT), training and briefing sessions on a production database, operating systems and track all support issues using PVCS Dimension, PVCS Version Manager Plus for staff and management. • Ensured and monitored employee’s proficiency while facilitating a smooth transition from Remedy/Eftia Application to Metasolv’s TBS (OSS) and Clarify Application. Show less • Trained and supervised installation support team of twenty-five (25) people for NAS. • Established and modified parameters, specifications, training modules and implementation of Metasolv’s TBS (OSS) and Clarify Application. • Performed formal training in line with TL9000 Certification, Business Process documentation for Metasolv’s TBS (OSS) and Clarify Application to Sales and Operation Departments of NAS. • Planned and conducted User Acceptance Test (UAT), training and… Show more • Trained and supervised installation support team of twenty-five (25) people for NAS. • Established and modified parameters, specifications, training modules and implementation of Metasolv’s TBS (OSS) and Clarify Application. • Performed formal training in line with TL9000 Certification, Business Process documentation for Metasolv’s TBS (OSS) and Clarify Application to Sales and Operation Departments of NAS. • Planned and conducted User Acceptance Test (UAT), training and briefing sessions on a production database, operating systems and track all support issues using PVCS Dimension, PVCS Version Manager Plus for staff and management. • Ensured and monitored employee’s proficiency while facilitating a smooth transition from Remedy/Eftia Application to Metasolv’s TBS (OSS) and Clarify Application. Show less
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Sitel
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Australia
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Telecommunications
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200 - 300 Employee
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3 COM Associate Support Engineer
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Mar 1999 - Jul 1999
• Provided excellent customer service support for the installation and maintenance of 3Com U. S. Robotics peripherals explicitly on Analog, Digital, ISDN Modems and Palm Pilot PDAs responding via phone and the Internet. • Responded to user’s complaints and corrected all types of failures to promptly restore service by either recommending the replacement of failed hardware, providing temporary workarounds, and/or providing configuration/operation parameter modifications. • Used good… Show more • Provided excellent customer service support for the installation and maintenance of 3Com U. S. Robotics peripherals explicitly on Analog, Digital, ISDN Modems and Palm Pilot PDAs responding via phone and the Internet. • Responded to user’s complaints and corrected all types of failures to promptly restore service by either recommending the replacement of failed hardware, providing temporary workarounds, and/or providing configuration/operation parameter modifications. • Used good judgment in determining when to escalate issues to Senior Engineers. • Administered and maintained hardware and software support for Windows NT and WIN 9x. Show less • Provided excellent customer service support for the installation and maintenance of 3Com U. S. Robotics peripherals explicitly on Analog, Digital, ISDN Modems and Palm Pilot PDAs responding via phone and the Internet. • Responded to user’s complaints and corrected all types of failures to promptly restore service by either recommending the replacement of failed hardware, providing temporary workarounds, and/or providing configuration/operation parameter modifications. • Used good… Show more • Provided excellent customer service support for the installation and maintenance of 3Com U. S. Robotics peripherals explicitly on Analog, Digital, ISDN Modems and Palm Pilot PDAs responding via phone and the Internet. • Responded to user’s complaints and corrected all types of failures to promptly restore service by either recommending the replacement of failed hardware, providing temporary workarounds, and/or providing configuration/operation parameter modifications. • Used good judgment in determining when to escalate issues to Senior Engineers. • Administered and maintained hardware and software support for Windows NT and WIN 9x. Show less
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Education
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Howard University