Senior Technical Project Manager
NOKIA
Total years of experience :18 years, 10 Months
• Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications
• Gathered project requirements through interactions, meetings and walk throughs with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups
• Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination
• Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution
• Conducted post-sale requirements gathering, analysis and documentation
• Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions
• Supervised deployments and provided troubleshooting and user support
• Worked closely with product teams to define and prioritize partner feature
• Created plans and communicated deadlines to complete projects on time
• Identified issues, analyzed information and provided solutions to problems
• Demonstrated respect, friendliness and willingness to help wherever needed
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Delivered services to customer locations within specific timeframes
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Collaborated with team members to achieve target results.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Resolved problems, improved operations and provided exceptional service
• Researched and resolved account and service problems with friendly, knowledgeable support.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
• Monitored customer service performance to enforce quality and accuracy standards.
Switching Support and CDMA Core Network Senior Eng
• Used coordination and planning skills to achieve results according to schedule
• Demonstrated respect, friendliness and willingness to help wherever needed
• Exceeded goals through effective task prioritization and great work ethic
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Resolved problems, improved operations and provided exceptional service
• Handled 50 calls per day to address customer inquiries and concerns
• Initiated and managed network test facilities to verify network hardness and resilience
• Provided network support services for devices such as hubs, bridges, routers and other hardware
• Managed, tracked and coordinated problem resolution and escalation processes
• Collaborated with vendors to identify best options for optimizing network performance
• Integrated fixed wireless connectivity into facilities requiring high-speed networks
• Managed over 50 customer calls per day.
• Managed, tracked, and coordinated problem resolution and escalation processes
• Provided complete end-to-end engineering and installation of route-based IP network solutions
• Troubleshot complex multi-vendor network service provider issues
• Performed troubleshooting for Juniper, Cisco, and packet analysis