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Click here or scroll down to respond to this candidateCandidate's Name
Denver, ColoradoPHONE NUMBER AVAILABLE EMAIL AVAILABLELeveraging extensive experience and industry knowledge in Telephony and Information Technology Project Management, Business Process Development and Improvement initiatives, implementing System Enhancements through Agile Methodology, and crafting detailed Capability and Feature Writing. Education The University of Kansas Bachelor of Liberal Arts Dare to Lead Trained Safe Agile 4.0 Certified Metro Ethernet Forum Certified (MEF CECP 2.0) Professional ExperienceLead Technical Process Architect Lumen (Formerly CenturyLink) April 2020 Current Lead End to End, Process Architect for all Federal Enterprise Infrastructure Solutions (EIS) contracted Agencies, including USDA, Dept. of Interior, Dept. of Defence, USPS. Innovating the Service NOW workflow for SDWAN tailored to government agencies needs. Pioneering the definition of EIS 3rd Party processes, ensuring precise data retention for downstream systems. Regularly refining sales protocols to align with the dynamic nature of solutions and product definitions for EIS clientele. Conducting daily briefings with the EIS Sales, SE, and Solution Architect teams to guide process flows across various products and networks, guaranteeing meticulous order placement. Successfully driving the EIS Portals system enhancement projects, introducing Guardrails for consistent ordering, pricing, and invoicing across provisioning systems. Orchestrating the development and launch of the Federal Sales Toolkit in May 2020, a comprehensive resource for the sales team. Fulfilling the role of end-to-end Process Architect for NG911 2.1, encompassing Cloud Call Handling and PSAP data integrity. Serving as the end-to-end Process Architect for Contact Center/Talk Desk as a Service, overseeing the entire process architecture.Senior Technical Process Architect CenturyLink (Acquired tw telecom in 2013) July 2013 April 2020 Collaborated with Business Operations, IT, Product Development, Customer Care, and Architecture/Engineering teams to support and prioritize strategic product initiatives. Reviewed new product requirements with Operational organizations such as Service Delivery,Service Assurance, and Ordering to ensure comprehensive system and process impact assessments. Developed Agile Capabilities for end-to-end system enhancements, catering to both existing and new products. Translated system development requests into actionable items for IT development teams, facilitating the creation of Features and User Stories. Managed prototype orders and conducted operational readiness testing through various systems and processes. Established and updated process flows for Operational Organizations, ensuring streamlined operations. Lead Customer Project Manager tw telecom October 2010 July 2013 Directed the Customer Project Management (CPM) team. Conducted training for new hires on company products, systems, and policies. Championed the CPM and CPC teams during the rollout of new company processes and products. Developed training materials for new products and processes. Offered Q&A support for order, project, process, and workload management to CPMs. Assisted CPM managers and provided support for escalations. Initiated and documented customer status touchpoints, now utilized by both CPM and CPC teams. Cultivated relationships between the CPM team, Operations, Sales, and other peer groups. Customer Project Manager tw telecom (Acquired Time Warner Telecom 2008) May 2008 October 2010 Supported Complex and Enterprise customers, managing projects to successful completion. Engaged proactively with Service Delivery, Operations, and other internal teams to ensure orders and projects stayed on task and met timelines. Monitored service orders from initiation through to billing completion. Managed project documents, created customized project plans, and ensured technical and procedural elements of the projects were met. Scheduled customer activations and provided after-hours support. Acted independently to resolve issues impacting customer committed due dates, addressed risks, and monitored all aspects of a project to ensure successful implementation. Communicated order statuses and served as a liaison between the customer, sales, vendor, operations, management, and the NOC. Managed status calls, activations, testing and turn-up as required. Delivered regular communications to customers on project deliverables and milestone deadlines. Utilized project plans and order tracking documentation to ensure projects stayed on task. Provided post-completion support to customers through activation and acceptance. |
