Vikki S. Reynoso
Pembroke Pines
Summary
IT Project Leader with over 12 years of experience managing multimillion-dollar projects in global enterprises. Proficient in Agile, Hybrid, and Waterfall methodologies, consistently delivering complex programs on time and within budget. Skilled in aligning business and technical teams, enhancing transparency, and leading cross-functional groups in Applications, DevOps, Cloud, Security, Compliance, and Infrastructure. Achievements include modernizing contact centers, driving digital transformation, and implementing enterprise platforms such as Genesys Cloud and MS Dynamics.
Overview
14
14
years of professional experience
Work History
Senior IT Project Manager – Contact Center Cloud Modernization
Royal Caribbean Group
11.2024 - 10.2025
- Led enterprise-wide modernization of the contact center ecosystem supporting 70,000+ users across global regions.
- Managed deployment of Genesys Cloud CX omnichannel capabilities (voice, chat, email, messaging).
- Oversaw MS Dynamics CRM integrations with real-time screen pops and unified customer data.
- Coordinated BYOC trunking, global SBC architecture (Audiocodes/PureIP), and carrier provisioning across APAC, EMEA, and LATAM.
- Supported Amazon Lex virtual assistants and optimized text-to-speech for consistent IVR audio.
- Implemented compliant routing for China, Singapore, and Australia ensuring PDPA and MIIT adherence.
- Developed QoS dashboards tracking MOS, latency, and jitter for 600K+ monthly calls.
- Established SOPs, InfoSec workflows, and change controls through ServiceNow/SharePoint.
- Led business readiness planning including UAT, communications, and agent enablement.
- Managed additional IT infrastructure programs: ship dry docks, new ship builds, island destinations, terminals, and office spaces.
Senior IT Project Manager – Infrastructure & Security
Bayview Asset Management
03.2023 - 05.2024
- Directed enterprise implementation of Atakama Encryption, securing data in transit and at rest; completed 10% under a $1M budget.
- Led PII Clean-up initiative preventing $350K+ in potential regulatory fines; managed team of 10 across DevOps, Cloud, and Security.
- Oversaw infrastructure upgrades, SQL migrations, patching cycles, and data center operations.
- Built detailed project roadmaps, RAID logs, and executive dashboards ensuring alignment at all levels.
- Authored infrastructure processes and compliance documentation supporting audit readiness.
Senior IT Project Manager / Scrum Master
ITEL, Inc.
Jacksonville
03.2021 - 09.2022
- Led high-visibility revenue-generating projects using Agile/Waterfall hybrid delivery.
- Reduced project timelines by 20% and improved team productivity by 25% through Agile adoption.
- Coached product owners and engineers on Agile principles, driving consistent sprint execution.
- Enforced JIRA for planning, metrics, and cross-team collaboration.
- Removed blockers proactively to maintain delivery cadence and schedule alignment.
Sr. IT Project Manager / Scrum Master
Humana
Louisville
09.2020 - 03.2021
- Managed implementation of ServiceNow ITBM and coordinated cross-functional delivery teams.
- Facilitated Agile ceremonies and tracked sprint metrics (velocity, burndown, throughput).
- Ensured alignment between product owners, technology teams, and executive stakeholders.
- Developed and communicated project plans, risks, and progress updates.
Senior IT Project Manager / Scrum Master
Assurant, Inc.
Miami
07.2011 - 02.2020
- Delivered major enterprise programs across software development, security, infrastructure, Merger & Acquisition, and compliance with budgets up to $3.5M.
- Implemented global ServiceNow platform, earning the Pink Elephant 2015 Project of the Year.
- Led GDPR compliance initiative, collaborating with Legal, IT, and Operations to achieve regulatory alignment.
- Managed financial system integration of 27 systems during The Warranty Group acquisition.
- Drove multiple software integrations generating over $500K in cost savings and operational efficiencies.
- Led identity management upgrades, infrastructure improvements, data conversion programs, and digital transformation using Sitefinity CMS.
- Mentored teams on Scrum, JIRA, Azure DevOps, and PPM methodologies.
Education
Project Management -
Florida Atlantic University
Political Science Coursework -
Nova Southeastern University
Skills
- Project and program management
- Agile methodologies
- Cloud infrastructure
- System integration
- Contact center modernization
- Security and compliance
- Identity management
- Mergers and acquisitions
- Budget management
- Vendor management
- Risk assessment
- Change management
- DevOps collaboration
- Software development lifecycle (SDLC)
- Stakeholder engagement
- User acceptance testing (UAT)
- Training and development
- Continuous improvement strategies
- JIRA project tracking
- Confluence documentation
- Azure DevOps tools
- Azure Boards management
- ServiceNow platform
- Genesys Cloud CX solutions
- Microsoft Project planning
- Office 365 applications
- SharePoint collaboration tools
- Microsoft Dynamics CRM
- SQL database management
- Sitefinity CMS administration
High Visibility Project Addendum
- Cherwell Service Management Implementation
- Blackline Account Reconciliation
- Oracle Identity Management Upgrade
- ServiceNow Global Deployment
- Assurant.com CMS Migration (Sitefinity)
- HPQC → TFS Migration
- IDS → IPS Security
- New Office Buildouts
- Data Center Shutdown
- TWG Acquisition – 27 System Integration
- HRMS - PeopleSoft
- HRMS - Ultimate Software
Education Certifications
- PMP, Project Management Institute, Active
- CSM, CSPO, SMC, SPOC, SFC
- Project Management, Florida Atlantic University
- Political Science Coursework, Nova Southeastern University
Prior Roles
- Implementation Project Manager – Ultimate Software
- HRIS Specialist / Project Lead – Norwegian Cruise Line
- PeopleSoft Functional Consultant – CIMA Consulting Group
Timeline
Senior IT Project Manager – Contact Center Cloud Modernization
Royal Caribbean Group
11.2024 - 10.2025
Senior IT Project Manager – Infrastructure & Security
Bayview Asset Management
03.2023 - 05.2024
Senior IT Project Manager / Scrum Master
ITEL, Inc.
03.2021 - 09.2022
Sr. IT Project Manager / Scrum Master
Humana
09.2020 - 03.2021
Senior IT Project Manager / Scrum Master
Assurant, Inc.
07.2011 - 02.2020
Project Management -
Florida Atlantic University
Political Science Coursework -
Nova Southeastern University