Mackelyn Patrick
Queen Creek,AZ
Summary
Dynamic professional with a proven track record in project management and cybersecurity compliance at T-Mobile. Expertise in driving process improvements and fostering cross-functional collaboration. Strong analytical skills and effective communication enhance customer experiences and align enterprise strategies for success.
Overview
27
27
years of professional experience
Work History
Sr. Program / Systems Experience Manager / Cybersecurity
T-Mobile
09.2021 - 01.2026
- Ensured system reliability and cybersecurity compliance for APIs and applications, supporting operational integrity.
- Led enterprise-level projects, ensuring seamless deployments and operational readiness.
- Managed budgets and schedules for high-visibility initiatives, delivering on time and within scope.
- Directed full project lifecycle, including planning, procurement, and risk mitigation.
- Coordinated schedules and resources, driving timely project delivery and adherence to compliance standards.
- Oversaw vendor coordination and RFP processes for critical materials and equipment.
- Mentored team members and implemented process improvements for efficiency and quality.
- Streamlined communication processes between departments and teams, enhancing collaboration and project alignment.
- Facilitated meetings to gather requirements and align stakeholders on project goals.
- Managed multiple projects with competing deadlines simultaneously.
Frontline Systems Experience Manager
T-Mobile
08.2018 - 09.2021
- Managed enterprise-level projects to ensure successful system deployments and enhancements.
- Led releases and outage communications, facilitating effective change management initiatives.
- Resolved system issues and mitigated risks through cross-functional collaboration.
- Mentored new analysts and managers on processes and support.
Customer Delivery Systems Experience Analyst
T-Mobile
11.2006 - 08.2018
- Delivered $607K+ savings through dynamic messaging analysis.
- Managed requirements, design, and implementation processes from concept to launch, ensuring alignment with project goals.
- Improved frontline systems to align with enterprise strategy and scalability goals.
- Drove issue resolution and managed problems across multiple platforms, enhancing system reliability.
- Supported successful launches of multiple Global Care sites.
- Collaborated with cross-functional teams to enhance project outcomes.
- Identified and assessed opportunities for process improvements, contributing to organizational efficiency.
Sr. Executive Administrative Assistant
T-Mobile
04.2000 - 11.2006
- Provided executive-level support including scheduling, travel coordination, and communication management for site leadership.
- Managed executive calendars and scheduled appointments for senior leadership team, ensuring optimal time allocation for strategic initiatives.
- Coordinated large-scale corporate events and recognition programs to boost employee engagement and strengthen organizational culture.
- Oversaw national staffing database and onboarding processes, streamlining workflows to facilitate timely and effective training for new hires.
- Prepared and distributed meeting agendas and minutes to stakeholders.
- Managed budgets up to $250K across multiple technical care sites, ensuring financial accuracy and compliance.
Customer Care Service Representative
T-Mobile
03.1999 - 04.2000
- Delivered exceptional service by resolving complex customer issues quickly and effectively.
- Enhanced customer satisfaction by proactively troubleshooting and resolving issues.
- Resolved customer complaints with empathy and professionalism, ensuring positive experiences.
Education
Certification - Project Management
George Washington University
Certification - Project Management
ESI International
Certification - Business System Analysis
Systemation
Skills
- Project management and vendor management
- Cybersecurity compliance and risk mitigation
- System deployment and process improvement
- Enterprise strategy alignment
- Cross-functional collaboration and teamwork
- Change management and budget management
- Team mentorship and leadership support
- Effective communication skills
- Customer experience management and strategy
- Customer journey mapping and relationship management
- Problem solving and analytical skills
Accomplishments
- Successfully managed numerous enterprise infrastructure projects, delivering them on time and within budget while ensuring full compliance with safety and quality standards.
- Reduced project delivery timelines by 20% through implementation of streamlined governance and risk management processes.
- Negotiated vendor contracts resulting in cost savings of over $250K across multiple high-visibility projects.
- Improved operational efficiency by 30% through automation of reporting and project tracking systems.
Skills
- Tools: Microsoft Project, JIRA, Confluence, ERP Systems, CRM Platforms.
- Methodologies: Agile, Scrum, Waterfall, Lean Six Sigma.
- Compliance: Cybersecurity Frameworks, RFP/RFQ Development, Governance & Auditing.
Timeline
Sr. Program / Systems Experience Manager / Cybersecurity
T-Mobile
09.2021 - 01.2026
Frontline Systems Experience Manager
T-Mobile
08.2018 - 09.2021
Customer Delivery Systems Experience Analyst
T-Mobile
11.2006 - 08.2018
Sr. Executive Administrative Assistant
T-Mobile
04.2000 - 11.2006
Customer Care Service Representative
T-Mobile
03.1999 - 04.2000
Certification - Project Management
George Washington University
Certification - Project Management
ESI International
Certification - Business System Analysis
Systemation