Christine Burgess
Project Manager
Fredericksburg,VA
Summary
Accomplished Project Manager offering 15 years of experience in the Federal and Private sector. Successful when leading high-performing teams to sustain product vision, roadmap and business goals. Exceptional technical expertise, leadership and talent for driving stellar, on-target results. Results-driven executive with forward-thinking approach centered on company success and competitive growth. Skilled at negotiating contracts, gathering project data and researching IT infrastructure options. Excellent knowledge of budget administration, quality controls, and reporting requirements. Demonstrative Infrastructure Manager with extensive understanding of disaster recovery, business continuity and virtualization. Enthusiastic professional tasked with overseeing administration of user accounts.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Senior Infrastructure Project Manager VERIZON
Verizon
10.2021 - 12.2023
- Provided information to map out intended client projects in a capacity plan for review against other work in progress
- Developed a sound implementation plan meeting the project strategy, within the scope, budget, timing constraints and quality
- Managed the schedule for multiple Verizon clients throughout the project lifecycle to track progress and make necessary adjustments.
- Spearheaded project planning and management efforts to improve infrastructure for Verizon 5g platform.
- Stayed up to date on latest advances and infrastructure options for Telecommunications industry.
- Tested network's performance and created strategies to maintain integrity of overall infrastructure.
- Created and implemented contingency plans to address potential risks.
- Assessed and analyzed customer requirements to develop effective IT project plans.
- Established and enforced project timelines and deadlines.
- Wrote, updated and maintained project documentation.
- Monitored and tracked project progress to support timely completion.
- Coordinated with external vendors to deliver IT project components.
- Managed various IT projects to meet deadlines and customer requirements.
- Controlled costs throughout projects to keep operations in line with budget plans.
- Negotiated and managed project budgets to meet goals.
Managing Director -AMAZING GLAZING INC
Amazing Glazing Inc
01.2017 - 12.2021
- Business Development – Directly responsible for bidding on new commercial projects with a proven track record of winning large construction projects increasing company revenue by 60% utilizing tools such as google analytics, google my business and using SEO practices
- Managed successful construction of multi-million dollar commercial building projects from concept to completion.
- Managed project budget and timeline to ensure projects are completed on time and on budget
- Analyzed blueprints and other project specifications to completely understand all job requirements and determine how many workers would be required onsite
- Communicated with the customer to provide project updates and address concerns
- Reviewed and approved project designs and proposals
- Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
- Spearheaded successful business development initiatives aligned with company's strategy and core competencies.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Devised and implemented innovative and marketing campaigns to promote the company.
- Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Surveyed sites to determine material needs and accurately manage inventories and budgets.
- Verified completed projects met approved time, quality, and cost estimates.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
- Conducted critical pre-installation conferences with general contractors, subcontractors, consultants, and manufacturer's representatives.
- Identified and resolved construction issues promptly to prevent delays.
- Developed and implemented quality control plan to guarantee highest standards of workmanship.
- Negotiated contracts with suppliers and subcontractors to confirm fair pricing and quality service.
- Established and maintained relationships with vendors to source affordable and high quality materials and equipment for construction projects
Director of Customer Success APPLE
Apple
09.2013 - 01.2017
- Provided oversight and leadership to cross-functional teams to enhance Apple’s overall customer experience, which resulted in an increase in customer satisfaction rating by 42%
- Managed a customer success team with over 250 personnel providing guidance, training, and support to ensure they are equipped to deliver exceptional service and achieve performance targets in a remote environment
- Developed and implemented both sales operations and technical support procedures, resulting in increased Apple Care memberships sales by 29% and overall customer satisfaction by 37%
- Spearheaded the implementation of a new CRM system (Net Suite), increasing data accuracy within the ticketing system by over 25%
- Monitored and improved customer satisfaction levels by gathering feedback, analyzing customer interaction, and implementing improvements based on customer insights
- Utilized data and analytics to track key performance indicators (KPIs) and make data-driven decisions to optimize the customer success strategy.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Implemented systems and procedures to increase sales.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Project Manager: Contractor supporting DoD and NATO
ISS, Kabul Afghanistan
04.2012 - 01.2013
- Member of the PMO advisory council that set the project priorities
- Developed and implemented the improvement of the current systems and policies to meet the NTM-A mission
- Created organizational culture and developed a technology infrastructure that encourages sharing of knowledge through-out Afghanistan
- Planned, executed, and captured insights from the field and put into a written format for presentations to NATO, MOD and the Afghan Forces
- Designed and implemented new systems, further developed on existing ones to dramatically improve project outcomes
- Identified all program issues across Afghanistan where military operations were conducted
- Provided recommendations constructing multiple scenarios and advise when necessary
- Developed strong working relationships with the US Military Services, NATO and the Afghan Security Forces to ensure projects were completed within given timeframe.
Project Manager: Contractor supporting Military Health Systems
Deloitte, Falls Church VA
01.2010 - 04.2012
- Provided leadership and direction to cross-functional project teams comprised of systems engineers, test engineers, business analysts and architects
- Created and executed long and short-term project plans within budget and target deadlines utilizing MS Project
- Delegated tasks on multiple projects to over 100 PMO staff
- Served as the main point of contact between stakeholders and project team to ensure that the project is within project deadlines and budget
- Managed large scale Software solution for the VA Hospitals
- Provided oversite on the technical direction and the technical authority for SDLC and design area
- Completed tasks within tight time frames and within a 600-million-dollar budget
- Identified all potential issues and made decisions accordingly to ensure the project remained on time and within budget
- Resolved unique and unyielding systems issues using new and existing technology protocols
- Developed and initiated projects, managed costs, and monitored performance.
Education
Bachelors in Computer Information Systems -
Strayer College
Skills
Project Planning
Schedule Development
Budget Administration
Performance Improvement
Operations Oversight
Advanced Analytics
Risk Analysis
Technology Leadership Work Streams
Storage Virtualization
Software Deployment
Incident Response Management
Developing Security Plans
MS Office Suite
SalesForce
NetSuite
Quickbooks
Azure
SEO - Data Analytics
Cloud Base Technology
Smartsheets
Jira
Zoom - Slack - Teams
Canva
Certification
PMP - Project Management Professional
Timeline
Senior Infrastructure Project Manager VERIZON
Verizon
10.2021 - 12.2023
PMP - Project Management Professional
02-2021
Managing Director -AMAZING GLAZING INC
Amazing Glazing Inc
01.2017 - 12.2021
Director of Customer Success APPLE
Apple
09.2013 - 01.2017
Project Manager: Contractor supporting DoD and NATO
ISS, Kabul Afghanistan
04.2012 - 01.2013
ITIL
01-2010
Project Manager: Contractor supporting Military Health Systems
Deloitte, Falls Church VA
01.2010 - 04.2012
Lean Six Sigma Green Belt
05-2009
Bachelors in Computer Information Systems -
Strayer College