Operations Mamager - Services Resume
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Resume:
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SUMMARY OF QUALIFICATIONS
With over years of experience in IT, telecommunications, operations, customer experience, and process re-engineering, Lawson has accumulated a thorough knowledge of technology integrations within the business. Lawson is a results-oriented business and technology leader with experience gained from companies in a variety of industries with global reach and capabilities.
Lawson current position is Service Operations Manager for the Lifecycle Management Team at AT&T. This role is responsible for steady state operations, service delivery and service assurance for a select number of AT&T customers, including IBM.
EMPLOYMENT HISTORY
Pyramid Consulting / AT&T– Atlanta, GA February - present
AT&T, the largest communications company in the world with $b in annual revenue and , employees.
Service Operations Manager – Lifecycle Management Team
•Steady state operations of global voice and data network.
•Sales support and up sell for growth and new implementations
•build and Maintaining successful relationships with key leaders across the business
•Customer Single Point of Contact for all escalations and root cause.
•Implement and new sites or growth locations (service delivery)
•Resolution of all network issues and outages successfully (service assurance)
•Growth projections, network capacity planning and recommend required upgrades for year, $m ongoing project
•Tools, process and reporting for trouble and fault management.
JACADA, Inc. / HARRAH’S ENTERTAINMENT – Atlanta, GA / Las Vegas, NV -
Jacada is a leading provider of unified desktop and process optimization software solutions with m in annual sales and employees.
Harrah’s is the world\\\'s largest gaming company, owning and operating casinos, with $B in annual sales and over . employees
Project Manager / Business Analyst – Technology Services
•Managed process, PM methodologies, communication, status calls, meetings, milestones, across matrix organization
•Ensured scope, business requirements, documentation, change management (SLA’s) all met for project
•Managed project plan, process, resources, schedule and estimates while forecasting and managing over $m budget
•Proficient in Project management methodologies including Agile, Waterfall, Unified Process (RUP, ITUP) and workflow
•Load testing and use cases managed with mercury Load Runner, debugging and issue tracking through Quality Center
•Design and Implement Web based application (SDLC) including JEE, XML, ASP, portal, and e-commerce, bill pay.
•Collaborate on content management implementation including Microsoft SharePoint, Vignette, Drupal
•Capture risks and established risk mitigation strategies to deliver the best customer experience, while meeting timelines
•Drive cross platform implementation in Windows AD, UNIX, Linux, Solaris, VM, SQL, IBM (AS, iSeries, pSeries, X)
•Implement compliant (SOX, PCI), secure application single sign on (SiteMinder), self provisioning and multi factor auth.
•Daily proficiency required in MS Project, Visio and MS Office applications (Word, Excel, PowerPoint and Outlook)
CA (Computer Associates) – Atlanta, GA -
IT infrastructure and management software provider, with $.B in annual sales and , employees
Delivery Manager – Georgia, Florida, Alabama and Mississippi
•Lead team of project managers, program managers, architects and consultants in implementing CA software solutions
•Sales engineering for implementation of CA offerings including ServiceDesk, Asset Management, NSM, Unicenter, Harvest.
•Lead team implementing CA security management technology including, SOA, Single Sign On, SiteMinder, ID Manager
•Ensured contracts, SOW, change requests and amendments executed properly and maintained throughout project life cycle.
•Responsible for services engagements and Business intelligence in the region, exceeding all revenue growth year over year.
•Integrate all new acquisition business into services portfolio including, Niku Clarity, Netegrity SiteMinder and Wily
•Supported transition of entire service organization to SAP during FY all engagements in C-Project and services modules
SPRINT – Atlanta, GA -
A fixed line and wireless telecom corporation with $B in annual sales and , employees
Solution Delivery Manager – Wireless and Custom Solutions, -
•Implemented the largest hospital wireless implementation for Vocera, UC Davis Sacramento, CA
•Implemented multiple wireless (.) engagements, in schools, offices, airports and cities
•Provide solutions delivering wired and wireless connectivity, network hardware, applications and security.
• Scoped, gathered requirements and evaluated business drivers, providing comprehensive, cost effective IT solutions.
•Crafted winning proposals, statements of work, design documents and work breakdown.
Service Delivery Manager – Southeast (GA, FL, NC, SC, TN, AL), -
•Lead project management team, consultants and vendors, delivering IT services, networking and security engagements
•Maintained regional budget and headcount; coached, mentored and motivated all reports.
•Achieved annual business goals for professional services revenue and maintaining or exceeding % resource utilization.
•Escalation point for all services and chronic issues throughout the southeast region.
•Allocated all new opportunities and load balanced all southeast delivery activity.
GENERAL ELECTRIC INFORMATION SERVICES
A GE business component and leading EDI provider (BB) with $M annual sales, employees.
Senior Systems Analyst – Asset Management, Gaithersburg, MD,
•Monitored and provisioned backbone WAN connectivity for international EDI network.
•Managed routing solutions and implemented protocols for routing (Cisco) RIP, OSPF, BGP, EIGRP
•Provisioning and capacity planning for leased lines, frame relay and internet connectivity
EDUCATION / PROFESSIONAL DEVELOPMENT
Bachelor of Arts – Howard University –
GE Leadership Development
Sigma Greenbelt Certification (GE)
Leading successfully at CA
Sprint Manager Candidacy
