MARIE T. ASTBURY
Erie,CO
Summary
Coordinated Project Team Leader with 15+ years of experience. Leads all aspects of product life cycle, taking project from development through end-of-life phases in collaboration with multiple departments. Proactive in steering every project towards optimal outcome.
Overview
18
18
years of professional experience
Work History
Lead Project Manager
Lumen
Broomfield, CO
01.2021 - Current
- Communicated project plans and progress to key stakeholders and project contributors.
- Maintained schedules to meet key milestones at every project phase.
- Oversaw large portfolio of projects (3-5) with recurring revenue exceeding $10 million to support teams, report progress and influence positive outcomes for key stakeholders.
- Recorded all project costs and expenses and aligned with project budget.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Finalized project financial records while collaborating with financial controllers and executives
PMO and Professional Service Project Manager/Customer Care Project Manager
Lumen
Broomfield, CO
01.2015 - 01.2020
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Quality Assurance Project Manager
Level 3 Communications Inc
Broomfield, CO
01.2014 - 06.2015
- Lead team of 10 off-shore auditors responsible for performing quality audits for Level 3’s Excellence Order Quality Program
- Responsible for training, mentoring, and coaching auditors
- Conducted quality checks and reviews of completed audits to ensure completeness and accuracy
- Participated in process improvement to increase quality of service and data integrity for North America Operations
- Provided root cause analysis on escalated orders for Service Delivery’s Executives and prepared recommendations to improve order performance, quality assurance best practices and processes
- Architect large global end to end order visibility and milestone management tool (QMM, OMV)
- Enhanced Order Management dashboards to improve visibility, efficiency, and simplify environment for Customer Care Managers across legacy global networks
- Facilitated large overview sessions, as well as small, focused design sessions, with architects, engineers, analysts and developers to ensure solution intent and project scope are carried forward to detailed requirements level for each impacted application for targeted release
- Collaborated with Executive stakeholders to identify process gaps and initiate process improvement plans to achieve improvements in critical measures of performance, such as cost, quality, service, and speed
- Implementation of six sigma methodologies for quality audit control and organizational improvement plans
- Performed customized internal audits to enhance customer experience and internal compliance
- Performed data integrity meta-analysis and trending on physical and logical network issues
Customer Care Project Manager
Level 3 Communications Inc
Broomfield, CO
01.2007 - 01.2014
- Single point of contact for customer accounts which typically have medium to large revenue scope or have moderate to high complex product needs
- Manage interaction from customer order life cycle through billing to ensure highest level of customer satisfaction
- Proactively manage customer needs to ensure highest levels of customer satisfaction
- Promote revenue growth, retention, and overall customer satisfaction
- Serve as conduit and escalation point for exception problem management of customer troubles and issues in areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities
- Initiate, develop, and manage action plans to correct and prevent reoccurrence of specific customer dispute types
- Authority to approve customer credits within established limits
- Own and manage all customer communications or escalations pertaining to new install orders
- Manage all aspects of conversion of sales to revenue for company
- Excellent rapport with sales with exposure to IP, VOIP, SIP, TDM, VPN, Private Line, and Wavelength services, Vyvx, CDN, Colocation and Converged Business Network
- Generated comprehensive reports to customers and management.
Engineer
Level 3 Communications Inc
Atlanta, GA
01.2005 - 01.2007
- Monitor UNIX Servers
- Monitor NT Servers
- Monitor IT Network
- Tivoli Workload Scheduler Monitoring and Job Handling
- Network Management System - covering all OSS devices (l3, is, ss, inet-fe)
- Troubleshoot layer 2 and 3 on all routers and switches involved
- Maintain inventory in IP Ops Tools
- Vnet Physical equipment moves/adds/changes for Interlocken and Atlanta Data Center facilities
- Layer 3 troubleshooting
- Application performance troubleshooting
- Pro-active network analysis
- Escalation Procedures for IP Ops Engineering
Customer Program/Project Manager
Level 3 Communications Inc
Atlanta, GA
01.2004 - 01.2005
- Managed total implementation of services for all new and MAC orders for Level 3’s top ten customers: Verizon and Comcast
- Excellent rapport with sales for national client base with exposure to IP, TDM, Private Line, Wavelength Services
- Interact with various internal departments, ensuring accurate and timely service implementation
- Manage customer and sales personnel status updates, and training/orientation to clients and peers
- Ensure availability of Customer Resource Guide, Co-location Guide, and customer- provided access parameters
- Provide technical support with complete and current understanding of Level 3 competitor products and services
- Generated comprehensive reports to customers, sales department, and management
- Configured and priced required product as requested by customer
- Managed to critical dates ordering, installation and testing of all components related to services from Level3
- Project managed implementation processes that interfaced Service Activation, Field Services and IP Engineering
- Current knowledge of gateway space constraints and capacity issues including completed segments of Level 3 network, and complete and current knowledge of local network facilities in each gateway.
Education
Metropolitan State University of Denver
Denver, COUniversity of Colorado Denver
Aurora, COSkills
- Project Specifications
- Methods of Production
- Project Safety
- Contractual Obligations
- Special Projects
- Change Management Process
- Timely Project Completion
- Service Level Agreements
Timeline
Lead Project Manager
Lumen
01.2021 - Current
PMO and Professional Service Project Manager/Customer Care Project Manager
Lumen
01.2015 - 01.2020
Quality Assurance Project Manager
Level 3 Communications Inc
01.2014 - 06.2015
Customer Care Project Manager
Level 3 Communications Inc
01.2007 - 01.2014
Engineer
Level 3 Communications Inc
01.2005 - 01.2007
Customer Program/Project Manager
Level 3 Communications Inc
01.2004 - 01.2005
Metropolitan State University of Denver
University of Colorado Denver
Similar Profiles
Patrick McMahonPatrick McMahon
Network Technician at LumenNetwork Technician at Lumen
Shiksha TrivediShiksha Trivedi
Associate Manager Software Development II at LumenAssociate Manager Software Development II at Lumen
Jennifer AndersonJennifer Anderson
HR Shared Services Coordinator II at LumenHR Shared Services Coordinator II at Lumen
Anthony WikswoAnthony Wikswo
Operations Technician III at LumenOperations Technician III at Lumen
Ethan TerchEthan Terch
Superintendent at Ecotecture StudiosSuperintendent at Ecotecture Studios