ROBERT BROWN23518 88th Pl. W Edmonds, WA 98026

425.502.0301 email: popr333@yahoo.comLinkedIn: https://www.linkedin.com/pub/robert-brown/12/22a/b1a

Highlights of Qualifications

Over 10 years IT Program/Project Management experience Demonstrated track record for successfully delivering solutions and managing multiple projects

simultaneously Over 10 years of contact data center technology, infrastructure, and migration experience

PROFESSIONAL EXPERIENCE

T-Mobile Engineering PMO PM via WavSys July 2014 – Oct 2015

Manage Network and Telecom Infrastructure Projects Assemble and motivate diverse teams, including Network Engineering, Transport,

Telecom, Carriers, Partners, vendors, etc. for multiple simultaneous projects within a matrix organization

Environments: Call Centers, Data Centers, Regional Business Offices (Real Estate), Mobile Switching Office, Warehouses, Retail Stores, for production and test

Manages all aspects of projects throughout the infrastructure including project scope, schedule, resources, quality, costs and change; Translates project requirements into project objectives and tasks, managing task assignment to project resources and reporting on and managing project scope throughout the lifecycle; Develops detailed project schedules, resource plans, status reports, budget forecasts and influences the effectiveness of a team that integrates multiple functions/disciplines; Conducts project meetings, sets and manages client expectations by solving complex issues and changes when appropriate exercising complex Risk, Issue and Change Management best practices…

Society Consulting /Microsoft Issaquah, WA Project Manager/Sr. Consultant Aug 2013 – July 2014

Consolidate contact centers and vendors worldwide Identify and engage appropriate sponsors and stakeholders to Develop a plan of record

(POR) agreement, funding, and support of release Stakeholder (Internal and external) coordination and communication

Working in Microsoft’s GBDS Service Delivery Team (CSS) representing the following Lines Of Business: Commercial Pre-Sales, Post-Sales, Programs, and Partner, for example, migrating Volume Licensing to additional locations in Mexico and the Philippines. Collaboration / Virtual Team Leadership: Identify and manage a cross-group team for appropriate work streams with deliverables and milestones to enable the implementation. Work directly with management and cross-divisional groups to ensure that the right information, resources, processes, and communications are deployed to support specific business objectives; Schedule Management: Ensure coordinated scheduling and timely completion of the implementation activities across all appropriate work streams. Manage milestones and drive implementation to on-time delivery and completion, allowing for successful implementation across all groups and geographies; Customer Partner Experience (CPE): Ensure the design and implementation of the implementation delivers the most positive customer partner experience.

Tekrek Inc. /Microsoft Redmond, WA Program Manager Jan 2013 – Aug 2013

Localization project management (SMS&P Tele Sales and Marketing)

Learning path development including course curriculum and supporting technologies, reporting, publication, Sharepoint maintenance, and PO financial processing.

Manage 3rd party vendor engagements Supply analytical insights.

Tekrek Inc. /Microsoft Redmond, WA Program Manager Dec 2009 – Nov 2012

Program Manager for customer NSAT/listening mechanisms across multiple Microsoft enterprise programs; Manage the associated 3rd party vendors on behalf of Microsoft

Train users and stakeholders internally and partners externally (tools, methodology, data interpretation

Web analytics and other data tool utilization for extensive data analysis and reporting

Conduct meetings as a Core Team member for Active Listening Council and drive triage, dispositions, correction of errors, Plan of Record, etc., until closure and update status (at least weekly) via multiple channels such as on-demand podcasts, regular meeting minute updates, and sync calls; Generate top issues list affecting the business in multiple areas and map issues to other departments such as Regional Call Centers/NOCs; Identify early warning trends based on online data and provide risk assessment; Advise on vendor functionality, including implementation into new groups- including code and hardware planning, test/PPE, staging, UAT, and prod-, ongoing changes, customizations, and decommissions; Collaborate with Legal for changes to ensure vendors remain in compliance; Evangelize the 3rd party vendors under my charge; Continuously support adherence to SOWs/SLAs; Manage user access; Manage updates, changes, and implementation to supporting web sites. Present findings, deep dives, insights that help stakeholders make changes to increase customer SAT.

Comsys/Microsoft Redmond, WA Technical Program Manager July 2009 – Aug 2009

Temporary contract for Data Center Migration project representing OCS Online team and ensuring milestones and deliverables by dependent teams are communicated, critical paths identified with follow-up for resolution under the guidance of Operations Manager. Builds the list of deliverables and activities. Siemens/Microsoft Redmond, WA Lead Project Manager January 2008 – March 2009

Project Management of GFS (Global Foundation Services): On-boarding, re-home, decommission, consolidation, installs, etc., within data center infrastructure space

Partner with Customers (properties) and Engineering to develop and gather system requirements, creating a supportable, sustainable, and scalable system typology

Collaborated with Product Group/Partner teams, Systems Engineers, and various Microsoft and vendor teams; Participated in spec creation and review; Worked with MSIT group and ticketing for corpnet-only server connections as part of a larger deployment/upgrade/consolidation; Provided supportability requirements and coordinated with MSN Operations resources for network design, security compliance, platform design, capacity planning, performance analysis, monitoring strategies, datacenter deployment, and service support requirements; Assisted in process development and documentation.

Siemens Seattle/WaMu, WA Project Manager Aug 2007-January 2008 Windows and UNIX server migrations/data center consolidation efforts: Authored

Implementation Plan and tactical schedules Managed tight team timelines for multiple simultaneous projects and drove toward date

goals and milestone completions Supported Engineers regarding various server, circuit changes, and virtual solution endeavors

HCI Technologies Seattle, WA Program Manager 2006-May 2007

Managed multiple, simultaneous telecommunication projects and staff (on site as well as virtually) with demonstrated ability to work with end users, Partners, service providers, and other vendors

Maintained, and advanced knowledge in ATM, WAN, LAN, alarm systems, various PBXs/ACDs; Vendor dispatch, management, and negotiations

Coordinating work on projects including assigning personnel, scheduling tasks, authoring quotes, and coordinating resources for voice telephony services; Maintained Life Cycle methodology for managing projects and systems, including producing appropriate documents, reports, financial responsibilities, and ongoing customer status updates per contractual obligation (SLAs).

Integra Telecom Kent, WA Provisioning Specialist II 2005-2006

Provisioned and coordinate installation of various circuits. Facilitated number-porting from LECs such as Qwest and Verizon, along with various CLECs. Working

knowledge of analog trunks, PBX configurations, complex directory listings, phone features, and switched long distance services

Avista Utilities Spokane, WA 2004-2005

10-month contract: Gas and electric computer related activities.

AVAYA/LUCENT Redmond, WA 1996-2003

Program Director : Authored “Statement of Work” contracts for Avaya customers, including technical designs, project management scheduling, and training information. Ensured legal compliance based on Avaya legal training, including contracts, Master Agreements, addendums, and Terms and Conditions; Aided in Pre-Sales activity toward new and continued company revenue; Avaya PDS (Predictive Dialing System) Subject Matter Expert for Call Center applications.

Senior Consultant: Coached team of installers and UNIX configuration personnel; Managed projects, mentoring, team processes/documentation and ongoing maintenance; Web design and Administration; Public speaking; Occasional on-site backup for installation and UNIX configuration.

Lead Systems Integration Engineer: >Lead Customer Support Engineer (CSE): >CSE: >Help Desk Supervisor and Trainer:

EDUCATIONBA – Bachelor of Arts, Communications Studies, Ashford University, GPA 3.86AAS - Associates in Arts and Sciences, Computer Science, Bellevue College