CHRISTOPHER DE LA CRUZ

Dallas, TX 75204 (469) 223-1148 chris.d.delacruz@gmail.com

PROJECT MANAGEMENT PROFESSIONAL

~Specialist in Building Long-Term Relationships and Identifying Improvement Opportunities that Drive Efficiency and Quality ~

Solution-oriented and versatile professional offering solid experience. Persuasive communicator with engaging relationship style and skills in consultation and fostering positive relationships. Unique ability to communicate with people from diverse professional backgrounds. Quick study in new technology. Work well as a leader or member of cohesive, productive teams. Proven success in fast-paced and challenging environments. Able to use analytical and statistical skills to implement plans as needed in all relevant areas. Dynamic communication and presentation skills; adapt to the audience for clear understanding. KEY COMPETENCIES

Workflow Optimization Interpersonal Skills Relationship Building ITIL Experienced

Project Management Quality Control Change Management Performance Management

Solution Design Training/Motivation Organizational Development Leadership/Team Building

PROFESSIONAL PROFILE Proven leadership skills combined with an exceptional ability to manage multiple large-scale projects, tasks and competing priorities effectively and in a timely manner. Quickly comprehend the big picture and execute the boldest of organizational visions. Demonstrated track record of success in cutting costs, increasing efficiencies, and identifying uncharted opportunities. Effectively able to communicate complicated concepts in an understandable manner, matching the message to the audience. Experienced in supervision, training, motivation and evaluation of personnel. Skilled in finding problems and performing necessary change through project management or other methods. Maximize resources to achieve customer satisfaction and increased productivity, meet deadlines and goals. Implement and coordinate both strategic and tactical plans to enhance performance. First-rate people skills building relationships essential to management by influence with internal, external organizations, cool under pressure, settling influence with disruptions, crisis situations. A superior leader with demonstrated performance in high-pressure environments. Approachable; easily build rapport with subordinates, peers and senior management.

PROFESSIONAL EXPERIENCE
PROJECT MANAGER 1998 2009 AVAYA, INC. COPPELL, TX Ensured operational support models were created and approved, technology solutions were validated and tested, and Day 2 delivery teams were competent and ready to provide service to customers. Coordinated all project resources, including system engineers, field technicians, logistics and third party vendors. Established effective communication plan with the project team and the external client. Secured and on-boarded numerous contracts/offers including Avayas Remote Managed Services for IP Telephony with a Secure Intelligent Gateway, IP Support Services and Enhanced Remote Services. - Page 1 of 3 -

Rsum Christopher De La Cruz

(469) 223-1148

chris.d.delacruz@gmail.com

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Provided remote post-sales support of software, systems and applications for direct customers as well as strategic partners; analyzed all customer-provided documents to ensure adequate infrastructure and full project support. Led projects that included the implementation and delivery of remote managed services, voice messaging platforms, PBX switching systems, software release management, and IP Telephony migrations. Developed scalable, comprehensive implementation plans that were repeatable in support of various-sized customers, thus reducing the on-boarding duration by approximately 20%. Automated some of the technical tasks which eliminated manual effort by on-boarding engineers. Excelled at proactively identifying project bottlenecks and recommending immediate, practical and costeffective solutions on site.

Previous Positions with Avaya:

Engagement Management Specialist, member of an account team that managed detailed service agreements through the entire contract lifecycle. Developed and executed marketing strategy. Delivered presentations and training to clients. Served as the primary liaison between my clients and their assigned Sales Consultants and technical Service Managers. Ensured contractual SLAs were met while maintaining outstanding levels of customer satisfaction. Managed five accounts that generated annual revenues in excess of $20 million. Increased revenues on average of 4.7% over five years by up-selling additional products and services and presenting new business opportunities. Facilitated quarterly meetings and had clients complete a detailed semi-annual customer surveys to gauge their satisfaction with the service delivery provided. Was regularly rated over 90% satisfaction. Ensured customers were paying all invoices on time, net 30 terms. Worked with clients Account Payable department to address any billing issues. Software Support Specialist, performed gap analysis that dramatically boosted process efficiencies and slashed costs. Handled escalations from customer service representatives regarding technical system problems. Installed equipment, upgrades, patches, and enhancements for the purpose of maintaining overall site operations. Worked with assigned Client Service Manager to perform scheduled system inventory to ensure customers were being properly billed for correct number for ports. Diagnosed malfunctions of messaging systems, networks and a variety of equipment for the purpose of identifying needed repairs and/or ensuring equipment is in proper working order. Customer Service Representative, member of a dedicated Customer Focus Team that serviced the needs of telecom service providers. Answered up to 60 calls per day from telecom service providers about voicemail queries. Calls were related to moving voicemail boxes from one user to another, adding a new mailbox for a user or changing a voicemail feature for an existing user. Also assisted callers with any technical issues like non-working notification feature or voicemail error messages. Completed up to 3,000 voicemail system Move, Add, Change requests per month as requested by the customer. Met and exceeded call monitoring expectations through accurate record keeping and subsequent random auditing. CUSTOMER SERVICE SUPERVISOR 1994 1998 ARCH WIRELESS (USA MOBILITY) DALLAS, TX Improved organizational performance through hands-on training and a leadership approach that emphasized decision-making through active listening. Managed and motivated up to12 personnel.

Rsum Christopher De La Cruz

(469) 223-1148

chris.d.delacruz@gmail.com

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EDUCATION
Bachelor of Business Studies in Management and Finance Dallas Baptist University Dallas, TX
ADDITIONAL PROFESSIONAL TRAINING Avaya Certified Associate Communication Networking (ACACN) Professional Project Management Professional (PMP); currently pursuing

SOFTWARE SKILLS
SAP, MS Office Suite, S8700, G3r, Prologix, Octel, Gantt Charts, Windows, Remedy, Vantive, Maestro

AWARDS
Achievers Club for Attaining 122% of Revenue Quota

AFFILIATIONS
United Way of Metropolitan Dallas