Experience

USAN, Inc.

• United States
• Telecommunications
• 100 - 200 Employee

• Operations IT Project Manager/Service Delivery Manager/Scrum Master

  • 2009 - Present

   Proficient with Waterfall, Agile, Scrum, and SDLC.  Manage 12 corporate accounts and multiple vendor accounts (Dominion Energy, Gas South, Morgan Stanley, Carestream, Aspect, CenturyLink etc.). Serve as the single point of contact for escalations to ensure high quality service solutions and project deliverables are met or exceeded.  Develop project plans for numerous internal and external projects.  Manage the operations RFQ process for new quotes and proposals by identifying the scope and requirements, and provide level of effort assessments for new business opportunities.  Maintain continuous alignment of projects’ scopes with strategic business objectives and make recommendations to modify projects to enhance effectiveness towards the business result or strategic intent.  Coordinate the deployment of IT/telephony applications for new and existing customers, and between corporate divisions and development groups.  Manage deadlines, assign tasks, identify scope and requirements, set up meetings, identify resource availability and allocation, and track deliverables.  Build and maintain working relationships with team members, vendors, customers, and other departments involved in the projects.  Monitor and summarize progress of projects; prepare reports for upper management with updates and current status.  Provide post-implementation support to clients to ensure a continuous delivery of service and adherence to SLAs.  Coordinate regularly scheduled customer maintenances and emergency projects.  Change Control Manager for the company to systematically manage all changes made to a product or system via ServiceNow IT service management and IT Operations Management software. Show less