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DEANNA MORRIS

Project Manager

Volunteer

  • Milton Minor Hockey - Team Treasurer
  • Parent Counsel Member
  • Canadian Cancer Society
  • Allstream United Way committee
  • Canadian Crossroads International – Placement Coordinator

TECHNICAL PLATFORMS

  • Salesforce; SharePoint, Workday
  • Microsoft Office (Excel, Word, Power Point); Microsoft Project
  • Google Suite
  • Microsoft Teams, Zoom, Skype,
  • MWAN; SIP / IP Trunking; SDWAN; MPLS
  • IP Services (Internet Protocol) – ADSL to 10 Gig Services

Summary

A highly skilled professional Project Manager with extensive experience in customer service and client facing telecommunication; a demonstrated ability to be innovative and drive opportunities, optimize costs and lead teams; foster relationships with all stakeholders to understand needs and turn them into scalable solutions and achieve top client satisfaction.

A strategic planner with expertise in Managed Services, hospitality industry and vendor management where collaborative leadership and team building are recognized for promoting an environment of informed decision-making and accountability that ultimately drive successful results.

A high performing individual with a reputation built upon integrity, resourcefulness and respect. A strong background in Project Management and experience within the PMO organization and ISO compliance.

Accomplishments

  • Led multiple medium-to-large, complex, customer-facing projects to on-time delivery within scope, exceeding client satisfaction criteria (customer satisfaction target of 85% exceeded by ratings above 96%).
  • Key contributor in the transformation project of our informal PMO to a formalized and award winning PMO. (Aligned process improvement initiatives, increased performance in CSAT and streamlined PMO templates.)
  • Created a training plan for Order processing and customer communication in Salesforce for the Canadian team.
  • Developed and formalized customer facing communication templates in Salesforce for unified communications to all customers from Service Delivery across Canada.
  • Successfully delivered a 15-site project with a 45-day lead-time in 10 days.
  • Identified departmental efficiency gaps; developed tools and processes to work smart and reduce labour costs by 50% while still maintaining the same performance levels.

Work experience

20082020

Project Manager

Zayo Group Inc.
  • Proactively lead activities and processes relating to the implementation of scalable solutions utilizing problem-solving abilities to deliver connectivity services seamlessly to the client.
  • Complex project management (50 – 300 site projects) for non-standard MWAN solutions using Juniper Firewalls as part of the resolution.
  • Manage the installation of IP services throughout North America of products ranging from ADSL to 10 Gig services (larger circuits layered with DDoS and BGP).
  • Key role in Service Delivery to assist with the development of processes while managing customers’ expectations.
  • Develop and lead formalized project management methodologies that include: Operation Service level Agreements, Implementation plan, Project Charters, Action Logs, Risk mitigation and Communication plans.
  • Lead cross-functional support teams of 25 or more resources, driving opportunities and optimizing costs by fostering strong relationships with all stakeholders.
  • Liaise between customer and internal department stakeholders within the life of a project from RFP stage to Service Delivery and Billing closure.
  • Develop, document and communicate non-standard processes, based on project needs, to ensure success of deployment activities.
  • Facilitate meetings with stakeholders providing project updates, milestone reporting and producing a collaborative project plan.
  • Team lead / acting manager, as required, reporting to the senior leadership team.
  • Present the bi-weekly Major Project review to the management team.
  • Define and scope stakeholder requirements to create methodology for deployment activities.
  • Responsible for the collection of information, to understand the project resource requirements, and how it impacts resource allocation for other projects in the department (used resource assignment reports to keep track of who was on what projects and their volumes).
20062008

Project Coordinator

Zayo Group Inc. formerly Allstream
  • Assist and support Project Managers in the delivery of large, complex, customer-facing projects/programs.
  • Facilitate project review meetings with project team, client and management.
  • Meet customer expectations by escalating and expediting to ensure the problem is resolved.
  • Manage customer needs, queries and escalations.
  • Build strong networking relationships with stakeholders.

Education

CAPM (Certified Associate in Project Management)

PMI

Project Management- Planning and Scheduling

Ryerson University

Project Management Fundamentals

Ryerson University

     

    Business Administration Accounting

    Georgian College

      Business Accounting, Honours

      Canadore College