Project Manager And Service Manager
Microns Multimedia International
Total years of experience :21 years, 3 Months
• Established strong working relationships effectively with senior management client contacts.
• Strong financial management skills, consistently exceeding profit targets through focused cost management and change management of deliverables.
• Focused on building strong teams and meeting/exceeding financial targets to achieve positive customer feedback.
• Leading and managing professional staff to ensure consistent delivery of solutions to clients. Ensuring sufficient resources are available to the Project Team.
• Bringing resolutions to complex situations with multiple stakeholders, including clients, vendors and various teams.
• Managed multiple global project teams up to 20 resources, project scope, timelines, budget, resources, communications, deliverables, and project implementation to customer satisfaction.
• Ensuring all project deliverables & documentation are completed according to PM Methodology.
• Guiding the project team to complete project deliverables, and ensure that business requirements are clearly understood, documented and communicated to stakeholders
• Met delivery schedules consistently, meeting or exceeding Service Level Agreement targets, resulting in positive customer feedback.
• Managing customer expectations and resolving or escalating issues any issues.
• Sharing knowledge and providing assistance across clients, team members and junior employees as needed.
• Supporting clients by ensuring Tier 1, 2 and 3 support responsibilities are effectively managed including engaging partners or vendors to remediate client support needs.
• Providing progress reports to the COO, including key performance indicators (KPIs).
• Performed weekly and monthly status reporting to customer and senior management ensuring clear status communication regarding deliverable quality, schedule, budget and expectations between delivery team and customer.
• Streamlined processes and introduced tools to improve financial results, saving 30-50 hours of team effort per month and more consistency meeting customer expectations.
• Actively managed team morale and consistently solicited team satisfaction feedback, successfully retaining specialized skills and minimizing resource turnover rates.
• Mentored employees in project management methodologies, transferring knowledge and experience.
• Participated in tiger teams to define and implement new processes and agile project life cycle model.
• Effectively communicated with clients to ensure understanding of progress and results.
• Worked as main contact with clients through the sales and event planning process, ensuring organized and successful events.
• Consistently increased sales by building and maintaining key relationships with clients.
• Collaborates with internal business partners to determine client website development needs, project strategies, timelines and milestones, expectations, client issues, and administrative and budgeting issues.
• Interfaces directly with clients regarding all aspects of the progress of their projects, presenting project strategies, providing updates and finessing issues.
• Sets up and maintains project management tools.
• Providing leadership by delegating and communicating all aspects of projects and expectations, and by delivering performance reviews and improvement plans.
• Performs design quality checks, and ensures that project deliverables meet quality standards.
• Chairs project management meetings, providing project updates and facilitating troubleshooting.
• Giving online and real time training to clients.
Lead/Participate in teams for key e-business related projects, like:
• STC Online billing.
• Participate rebuilding STC portal from scratch on IBM WebSphere based on Service-Oriented Architecture (SOA).
• Lead a designing team to implement and deliver new STC online services.
• Participate implementing new portal with web 2.0 technologies.
• Participate, replacing ICMS to Oracle's Siebel Customer Relationship Management (CRM) project.
• Participate implementing new web services with IBM WebSphere DataPower XI50.
• Worked together with marketing department to make the marketing advertisement of new products and promotions
• Provided business and technical guidance. Work with Web Development team, content Developers, Users, and other stakeholders to apply web 2.0 technologies for Web presence, communicates with technical and non-technical staff to ensure full integration and goal attainment.
Master's of Computer Sciences
Bachelor's of Computer Sciences.