Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tom Wolfe

Cherokee,AL

Summary

Creative Senior Program Manager with exceptional background in program and project management. Proven success building and motivating program teams to meet project goals. Demonstrated leadership in systems implementation, program execution and process improvement engagements. Wears many hats to accomplish dynamic objectives. Ready to apply 20+ years of experience to new professional challenges with growth-oriented organization.

Overview

27
27
years of professional experience

Work History

Sr. Program Manager

AT&T
Atlanta, GA
03.2012 - 10.2019
  • Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships
  • Resolved conflicts and remedied tense situations to maintain healthy team collaboration, efficient program cadences and effective stakeholder communication
  • Designed infrastructure solutions to resolve business issues and improve delivery processes
  • Identified system needs and designed processes to support business requirements
  • Performed program research and analyzed data collection to develop cost estimates and budgets
  • Monitored processes and procedures to comply with company policy and state and federal regulations
  • Directed simultaneous projects to boost business opportunities
  • Tracked and reported program results to customers and stakeholders to facilitate change management activities
  • Devised tools and benchmarks to improve team performance and monitor production
  • Identified risks and developed mitigation plans
  • Provided ongoing direction and leadership for program operations
  • Maintained and updated all project related documents
  • Resolved client issues quickly and efficiently leading to customer retention rate of 100%
  • Interacted with customers and clients to identify business needs and requirements
  • Assisted upper management with developing budget and schedule
  • Improved success of program by making proactive adjustments to operations
  • Met and collaborated with project managers to uncover issues, identify applicable solutions and offer guidance as needed
  • Oversaw team of 10 project managers focused on customer satisfaction, communication and technical issues

Communications Technician Manager

AT&T Inc.
Alpharetta, GA
06.2004 - 03.2012
  • Developed team communications and information for meetings.
  • Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from provisioning issues, protecting company reputation and loyal client base.
  • Led team of 55 technicians in delivery of provisioning projects requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables.

Communications Technician

AT&T
Jacksonville, FL
04.1993 - 06.2004
  • Installed and maintained systems and analyzed users' needs
  • Handled inbound contacts and provided customer service according to departmental policies and procedures
  • Diagnosed and document customer complaints by utilizing provided tools and asking diagnostic questions
  • Guided callers through repair processes for large telecommunication businesses to minimize retail downtime affecting company's bottom line

Education

MBA - Technology Management

University of Phoenix
Atlanta, GA
2005

Bachelor of Arts - Professional Studies

Barry University
Orlando, FL
1997

Skills

  • Complex problem-solving
  • Team building
  • Program review
  • Analytical skills
  • Performance standards and analysis
  • Client interfacing
  • Knowledgeable in SharePoint
  • Program development and management
  • Stakeholder relations
  • Strategic leadership
  • Business Management
  • Policy and procedure improvements
  • Cross functional Team Builder
  • Data Collection & Research
  • Testing, repair and troubleshooting
  • Life cycle Management
  • Project Management
  • Conceptual thinking
  • Presentation and facilitation
  • Program leadership
  • Issue resolution
  • Staff leadership
  • Project integration activities
  • Relationship management
  • Status updates
  • Project coordination
  • Customer service experience
  • Effective leader
  • Advanced knowledge of technology
  • Team leadership and direction
  • Performance monitoring
  • Program Management
  • Software Development Life Cycle
  • Operations management
  • Process improvement
  • Data Analysis
  • Employee evaluations
  • Problem resolution

Timeline

Sr. Program Manager

AT&T
03.2012 - 10.2019

Communications Technician Manager

AT&T Inc.
06.2004 - 03.2012

Communications Technician

AT&T
04.1993 - 06.2004

MBA - Technology Management

University of Phoenix

Bachelor of Arts - Professional Studies

Barry University

Similar Profiles

CREATE PROFILE
Tom Wolfe