Infrastructure Engineer Manager- Enterprise Contact Center @ Provides engineering leadership and oversight on design, engineering and development of information technology solutions. Responsible for the most complex, multi-site, multi domain activities and integration. Manages the troubleshooting and resolution of infrastructure compatibility issues based on system architecture, project requirements, customer expectations. Partners with IT leadership on engineering related issues
Infrastructure Engineer Manager- Enterprise Contact Center @ Provides engineering leadership and oversight on design, engineering and development of information technology solutions. Responsible for the most complex, multi-site, multi domain activities and integration. Manages the troubleshooting and resolution of infrastructure compatibility issues based on system architecture, project requirements, customer expectations. Partners with IT leadership on engineering related issues and strategies. From February 2014 to Present (1 year 11 months) Project Manager- Call IT @ Responsible for the implementation of new products and features on the IVR. Managed the coordination of new site set up with our Global Service Partners. Going into 2014 I will have a new responsibility managing implementation of new products and features on the call center platform used by CSAs to provide customer resolution to inquiries. From March 2013 to Present (2 years 10 months) Sr. Project Director/ IT Portfolio Manager BIBI @ Responsible for the delivery of the multi year data warehousing strategy which aggregates and stores Business Insurance data to enable reporting, analysis, decision support and other information functions. Primary benefits include organizational effectiveness, platform integration and decommissioning. From October 2011 to March 2013 (1 year 6 months) Hartford, Connecticut AreaWeb IT PMO, Release Management and Financial Operations Lead @ Accountable for budget, intake requests and the delivery of all implementations to production. Manage a team of 8-10 employees/consultants to ensure PM and RM resources adhere to enterprise standards in order to allow rapid delivery of high-quality software.
Accountable for mentoring, training, career development, performance management, pay determination and team communications for resources at various levels of career development.
Managed annual budget with a staff count of 200. This is a combination of internal and remote employees, internal and external consultants, onshore and offshore resources and staff augmentation contracts. Assist in contract negotiation and processing. Balance the budget and provide monthly updates to department Sr. Director. From July 2010 to October 2011 (1 year 4 months) Web IT PMO- Project Manager Sr Specialist @ Position reported to Web IT PMO Lead. Traditional PM role responsible for managing, directing and planning one or more medium to large complex projects across a matrix organization. From November 2009 to July 2010 (9 months) Project Manager- Customer Experience Management- Contact Center Technology, PMP @ IT Program Manager for the CEM Strategy where benefits were realized by improving the internal and external customer’s experience. These strategic projects/programs introduced natural voice recognition and complex intelligent call routing technology, had significant vendor and contract involvement and spanned across multiple lines of business and physical locations. From 2004 to February 2009 (5 years) Project Manager @ From 1996 to 2009 (13 years) Telephony Tower Lead/ Project Manager- Acquisition @ Within a 6 month window a telephony infrastructure was built for the integration with the Connecticut phone system. During this time period my project team was responsible for building and integrating all call center technologies (IVR, Call Routing, Workforce Management, Call and Screen Recording, CTI). From December 2007 to June 2008 (7 months) eBusiness Project Manager @ Managed the implementation of marketing and product initiatives for internal and external facing websites. From July 2000 to August 2004 (4 years 2 months) Business Analyst/ Project Manager @ Represented department as the spokesperson and subject matter expert on marketing and technical projects. Ensured critical issues were identified, escalated and communicated to the department’s training and management staff. Provided department Director with frequent project updates including issues, risks, mitigation and implementation plans. Worked collaboratively to plan and assign resources to projects. While in the department, acted as Service Specialist, Team Captain, Business Analyst, Training Coordinator, Test Coordinator and Project Coordinator. From June 1993 to June 2000 (7 years 1 month)
Jennifer PMP is skilled in: SDLC, CRM, PMO, Customer Experience Management, Business Intelligence, Project Management, Operations Management
Looking for a different
Get an email address for anyone on LinkedIn with the ContactOut Chrome extension