Bilingual (Spanish), dynamic, PMI certified professional skilled in providing leadership to ensure successful product life-cycle management, leading and documenting complex infrastructure projects from initiation through closing. Liaised between all stakeholders across geographical and cultural boundaries in order to achieve project goals. Created and presented status reports. Adept at interpersonal communication with all levels of management.  Exceptional commitment to quality and customer service. Recognized for teamwork, facilitation skills, and innovative solutions to complex business problems.

                                                                                     AREAS OF EXPERTISE

                                      *Network implementations *Risk management *Cost containment *Conflict management

                                        *Hardware rollouts *Presentation skills *Compliance to standards *Scope management

                                            *Application rollouts *Problem solving *Time management *Infrastructure design

                                                                         SELECTED CAREER ACHIEVEMENTS

• Achieved $1million annual cost reduction in the enterprise network services budget by implementing the migration of mission-critical WAN connectivity from frame relay to ATM utilizing Cisco IGX multi-band WAN switches. Played a key role in carrier negotiations, resulting in the elimination of exclusivity clauses for the primary vendor.

• Accomplished the hardware refresh and software update of the Aspect eWorkforce Management applications via procurement and installation of 22 new virtual servers. Partnered with Verizon, Avaya, IBM, and Aspect technical teams to migrate several thousand users for two divisions to the new platform. Established project structure, wrote the project charter, scope, and guidelines, reported project status on a weekly basis, managed scope using a defined change management process.

• Achieved the migration of several hundred call center agents to an Avaya dialer platform. Facilitated the efforts of multiple in-house teams with Verizon and Avaya technical resources.

• Restructured and managed the outsourcing of ~200 Level 1 help agents to Unisys via Citrix rollout, resulting in significant cost savings for the company.

• Designed and implemented a 5 digit dialing plan between four key locations, two in California, one in Malaysia, and one in Thailand.

• Upgraded and expanded telecommunications VoIP and data networks to accommodate additional buildings; negotiated with PBX and electrical vendors for design of inside and outside cable and system capacities.

• Achieved a desktop hardware refresh of 30% of the facility’s users ahead of schedule and under budget, oversaw daily work with in house resources and Unisys.

                                                                                PROFESSIONAL EXPERIENCE

Verizon Enterprise Solutions strives to help businesses by delivering innovative connected products, and rapidly and securely deploying applications in the cloud.

Technical Project Manager – Richardson, TX.                                            Jan 2020 – Present

  • UCCaaS Platform upgrades
  • Transition CUCDM admin portal to Kurmi admin portal
  • License upgrades from standard UCCaaS to FLEX 

Professional Services Consultant – Fort Worth, Tx.                                    Oct 2016 – Jan 2020

  • Provide implementation support, incident management, service and repair ticket tracking and escalation for American Airlines’ Ribbon SBC and Cisco UCCaaS environment.
  • Define the project’s objectives and oversee quality control
  • Coordinate with the team members, vendors, and consultants to ensure the project is carried out effectively throughout its life cycle
  • Maintain relationships with business customers in order to understand the project requirements
  • Conduct research and identify successful/unsuccessful project elements
  • Create schedules and monitor milestones with the team members throughout the project life cycle
  • Demonstrate knowledge in project scope and definition, risk management, project financial tracking and reporting, and process documentation
  • Work with various vendors and internal stakeholders to tackle any technical problems that may arise
  • Interface between end users and technical teams
  • Develop and maintain technical Disaster Recovery plans

DSI has been delivering industry leading IT solutions nationwide for over 20 years to State & Local Government and Education (SLED) entities, commercial companies, and federal agencies.

Infrastructure Project Manager – Dallas/Fort Worth Area                           March 2016 - Oct 2016

  • Manage the WiFi and LAN refresh project for Garland Independent School District
  • Manage the activities of the technical staff for network issue resolution and equipment deployments
  • Create Visio diagrams of wiring closets for design purposes
  • Receive and distribute inventories based on site requirements
  • Serve as local point of contact for GISD IT staff
  • Oversight of cabling contractor at school sites

Focused exclusively on the healthcare industry since our founding in 1974, HMS helps ensure healthcare claims are paid correctly and by the responsible party.

Senior Infrastructure Project Manager - Irving, Tx.                                     May 2014 - March 2016

  • Managed the installation of a Cisco UCM/PCCE core infrastructure and consolidated three Las Vegas sites into one.
  • Managed various remote office relocations/consolidations, typically including a conversion to VoIP from traditional TDM based platforms.
  • Currently managing several data center rationalization projects in order to centralize the existing infrastructure to the greatest extent possible.
  • Managed the installation of a new Citrix farm and coordinated user migration from the legacy platform.
  • Managed the rollout of an enterprise WLAN solution based on Cisco’s Meraki offering.
  • Managed a project to build out infrastructure for Hadoop Production and Disaster Recovery using HP blade servers.
  • Spearheading strategic initiatives for cloud computing, centralized monitoring of all technology components, and developing standards for remote office infrastructure builds.

One of the nation’s top 10 largest banks based on deposits; offers a broad array of financial products and services to consumers, small businesses and commercial clients in the U.S., Canada, and the UK.

Senior Project Manager – Plano, Tx.                                                           May 2010 to Jan 2014

  • Managed the Windows 7/Office 2010 rollout for Capital One Auto Finance for approximately 3400 users; created and updated project plans, reported status to senior leadership on a weekly basis, resolved engagement issues, managed risks, issues, and mitigations, collaborated with business unit managers based on application remediation/readiness specific to their user sub-groups.
  • Directed the upgrade of four mission critical databases from SQL 2000 to SQL 2008 for Capital One Auto Finance with no impact to business operations, implemented a disaster recovery solution several weeks ahead of schedule.
  • Planned and executed the design, development, and implementation of call center functionality with Verizon and Avaya technical teams for approximately 100 users in Capital One Home Loans Direct Sales and Loan Fulfillment business units.

Provide full life-cycle embedded IT engineering project services.

Senior Engineer/Project Lead – Frisco, Tx.                                                 Sept 2007 to May 2010

  • Validated wireless access design for existing hotel properties through analysis of AirMagnet surveys and modified as needed for Hilton Hotels' High Speed Internet Access (HSIA) project per specifications provided by AT&T.
  • Developed wired and wireless designs for new properties (Hilton HSIA project).
  • Managed four field technicians in the Eastern U.S. Fujifilm kiosk rollout to RiteAid stores.
  • Developed SOW's and project plans for the Kaiser Permanente HealthConnect initiative, resulting in Technisource being awarded the build project.
  • Managed wireless medical cart build and deployment project for approximately 10 Kaiser Permanente locations in California.

A network marketing venture.

Consultant - Tyler, Tx.                                                                                  Aug 2005 to Sept 2007

  • Researched, developed, and implemented network marketing plans for various products.
  • Created and maintained websites.
  • Performed financial analysis and reporting.

One of the largest computer hard disk drive manufacturers in the world with a long history in the electronics industry as an integrated circuit maker and a storage products company.

Senior Manager, IT Operations– Fremont, Ca.                                            Sept 2003 to July 2005

  • Directed all IT operations within the read/write head manufacturing facility, providing a stable, cost-effective infrastructure.  
  • Spearheaded infrastructure planning; manage a rolling four-quarter projection of capital and expense. Oversaw all installation, configuration, hardening, patching, maintenance, troubleshooting, and repair activities on all IT infrastructure at the facility.
  • Ensured compliance with all operational and Sarbanes-Oxley standards. Build, staff, develop, and oversee the IT operations and support teams.
  • Managed the procurement and installation of new NAS to enable expanded manufacturing capabilities, collaborated with in house and EMC technical teams.

 Senior Telecom Engineer/Analyst - Lake Forest, Ca.                                Aug 2000 to Sept 2003

  • Oversaw budget, planning, scheduling, infrastructure and database design, maintenance, and vendor management for Avaya Definity G3r and associated servers and interfaces.
  • Generated RFP for the PBX maintenance of domestic sites and centralization of voice services, achieved approximately $150K in annual reduction in telecom maintenance costs.
  • Managed the move of the voice network infrastructure for corporate headquarters’ re-location, realized approximately $500K in savings by utilizing existing hardware.

                                                                                PREVIOUS CAREER HISTORY

                                                       Team Centrex * ICF Communications Solutions * Ingram Micro  
                                     Fujitsu Business Communications * Independent Engineering Consultant * U. S. Navy

                                                                            EDUCATION AND CERTIFICATIONS

                                             BS in Business Management - University of Phoenix                                    June 1997
                                             MBA in Information Management - Aspen University                                   Nov. 2004
                                             PMP® Certification – Project Management Institute  ID 1269183                 Dec. 2009
                                             CSM® Certification - Scrum Alliance Member: 000201020                          July 2012
                                             ITIL® Foundation Certificate - GR750185995WC                                         Aug. 2015
                                             ITIL® Continual Service Improvement Certificate - GR755025113WC        June 2018
                                             Lean IT Foundation® Certificate - GR784001240WC                                    Oct. 2018
                                             Certified SAFe 4 Agilist - Certificate ID: 02166797-9725                              Dec. 2019
                                             TEFL-TESOL Certification – T479787                                                           Jan. 2020

                                                                               PROFESSIONAL DEVELOPMENT

                             Emotional Intelligence in the Workplace                              Planning and Identifying Project Risk
                             Communicating for Results                                                   Structured Thinking and Writing
                             Agile and Waterfall meet PMBOK                                        Project Leadership, Management and Communications
                             Leading with Emotional Intelligence                                     Increasing Emotional Intelligence

                                                                                        COMMUNITY SERVICE

ESL Teacher at Our Mother of Perpetual Help                                                            2009 – 2013
Taught English as a Second Language to Vietnamese immigrants, also helped prepare students to take the Unites States citizenship exam.

Junior Achievement of Dallas                                                                                         2010 – 2014
Led several Financial Literacy workshops for junior high and high school students in the Dallas area.

William G. Cox

MBA, PMP®, ITIL® Foundation, ITIL® CSI, CSM ®, Lean IT Foundation®

Plano, TX 75075 * 972-904-0599 * *