HORESA YOUNG
1219 Whitecreek Drive, Glenn Heights, TX 75154 (214) 529-4327
Project Manager with ten years of experience consulting on and coordinating telecom projects for corporate clients as well as knowledge of operational IT environments. Senior Business Analyst with three years of experience in Banking industry. Strong leader who manages and motivates high-performing cross-functional teams that meet internal and external objectives. Proven problem solver who identifies and resolves project issues by applying strong technical expertise. Skillfully communicates with all levels of staff, clients, and vendors; remains diplomatic and tactful. Expertise includes:
Telecom Network Installation Total Quality Management Client & Vendor Relations
Resource Management Account Management Risk Management
Strategic Planning Communications Presentations
Achievements
· Extended project team availability and follow-up to enhance customer satisfaction; increased yearly sales $500K.
· Implemented process changes that generated $30M in annual sales revenue and $1M+ in annual cost savings.
· Improved service delivery by establishing weekly calls and resolving “points of pain” internally and externally.
· Resolved and escalated implementation issues and minimized lost revenues from incomplete orders.
· Achieved service quality standards through an innovative employee training and development program.
Experience
Bank of America (Dallas, Texas) 2006-2009
Senior Business Analyst: As a Sr. Business Analyst I was involved in various business operations and helped the organization to achieve cost-effective production with increased quality, efficiency, productivity, reduced costs, and satisfied customer service. Responsible for the preparation and writing of the Project Plan and Test Plan. Responsible for the creation and coordination of testing calendars and the management and creation of test cases and test scripts. Assisted the Test Team with User Acceptance testing, SIT testing, and test cases of the business process. Maintained test case tracking documentation based on regular input from the Testing Team. Ensured incidents were logged for failed test cases, tracked and updated the test team daily on testing issues and action items. Responsible for making sure action plans were developed for on hold test cases. Ensure the creation and execution of a thorough timeline, risk mitigation plan, escalation process, and made certain communication plans were properly executed. I have strong interpersonal skills, highly adept at diplomatically facilitating discussions and negotiations with stakeholders. Involved in delivering complex, large – scale projects on time and within budget. Reviewed status reports prepared by project team and kept management, SME’s, and clients informed of project status and related issues. Apply (KPI’s) Key Performance Indicators metrics to transition projects accordingly. Apply Six Sigma methodologies to projects.
MCI WorldCom (Dallas, Texas) 1997-2005
Project Manager & Consultant, 2000-2005: Project managed network implementations in collaboration with clients. Implementation application experience includes: OrderPro, COMS, Netpro, TCOM, F&E. Coordinated planning, budgeting, and ordering while quickly troubleshooting unexpected issues. Liaised between client operations representatives and senior managers on escalations, turn-ups, and activations; coordinated with vendors as needed. Escalated implementation issues; submitted notices for after-hours and weekend work. Managed a $25M portfolio of Fortune 500 customers including such leading corporations as Wal-Mart, Zales, JB Hunt, Trammell Crow, Alliance Data Systems, and Burlington Northern Santa Fe. Supported a product portfolio comprising ATM, Frame Relay, private line, voice and data circuits, ISDN, local, DS3, OC3, and IP services.
Quality Assurance Representative, 1997-2000: Excelled as a team leader of 25 associates in the QA department. Managed and motivated high levels of performance from all members. Created system and maintenance profiles for all customer accounts. Researched and resolved implementation issues; escalated problems as required.
Pronet Communications (Dallas, Texas) 1996-1997
Management Intern: Performed in finance, sales, service, and HR areas as part of a quarterly job rotation program. Participated in month-end financial analysis and reporting, expense reporting, and auditing. Created weekly reports for sales, service, and inventory concerns. Developed management reporting on various initiatives and issues.
Transportation Specialist, United States Army (Ft. Leonardwood, Missouri) 1989-1996
Education
Master of Science–Business Management & Human Relations, Amber University (Garland, Texas)
Bachelor of Arts–Mathematics & History, University of Texas (Dallas, Texas)
Business Certification, DFW Business Training Center (Dallas, Texas)
Technical Skills
Systems–Microsoft Windows 98, 2000 & NT; Microsoft Windows NT Server; and Microsoft client servers
Software–Microsoft Project, Excel, Access, PowerPoint, FrontPage, Visio, Word, Outlook, and Internet Explorer, Sharepoint, Essbase