1. Joel Lucien
1315 Arbor Greene Drive 919-772-1496
Garner, North Carolina 27529 Joel.Lucien@gmail.com
Summary: Experienced Project Manager with 7+ years’ experience managing large scale, complex projects at
companies like Cisco, Citi and the United State Army.
Education: Mercy College
9/99 – 12/07 B.S. Computer Science
8/97 – 5/98 Rockland Community College
A.A.S Mathematics and Science
7/94 – 2/96 DeVry Technical Institute
A.A.S Electronic Engineering Technology
2/16 - Present: ITIL Foundations – Currently taking an online course and studying material
Expected Exam Completion April 2016
Experience:
2014-Present Cisco Systems: High Touch Operations Manager (HTOM)
• Provide a single point of contact for Post Sale Support issues, by expedited Service Requests resolution,
analysis of operational data and recommendations to prevent them from reoccurring. Most importantly,
HTOM services act as a “productivity multiplier” linking both Customer and Cisco resources in a
coordinated manner through intimate knowledge of operational processes.
• Drive day-to-day operations of Communications, partnering with the communications Directors to define and
deliver on the organizations business processes and operations deliverables.
• Manage the planning process for short and long term strategic planning.
• Manage business processes systems and tools to support the organization.
• Responsible for tracking of and dashboard reporting about client satisfaction/key success metrics.
• Strategic planning & analysis, complex problem solving, ability to work in high-stress situations, virtual team
leadership
• Performing customer facing on-site quarterly business reviews. 25% travel.
• Versed in programs/tools such as; CSOne, CaseKwery, SNTC, CSCC, Bond
2012-2014 Cisco Systems: Project Management
• Project Management: Responsible for the migration of Cisco Authorized distributors quoting on SMS3 over
to CSCC. Overall project plans, coordination of training, scheduling and risk management provided to
ensure a smooth transition for all stakeholders involved, across global geographic locations.
• Established and coordinated project activities to create the project plans and goals. Monitor and maintained
timelines, deliverables, across several teams and Stakeholders with cross dependencies to adhere to the
project plans.
• Release Management: Managed and oversaw the successful release of quarterly releases. Report weekly
status updates into overall ERMO organization
• Cross Functional Engagement: Act as the liaison between the business and IT organization. Manage all
project related resources to stay within a defined scope and timeline.
• Operations: Gathered business requirements from all theaters and stakeholders and followed through to
execution. Organized, facilitated, and reported project status in weekly core team meeting with over 50
executives and participants.
• Maintained the project plan and to adhere to the sequencing of the, project schedules/milestones,
deliverables, quality of the deliverables.
• Effective maintain relationships with clients located in globally in China, Japan, Australia, Europe, The
Caribbean, North and South America (EMEAR, APJC, LATAM)
• Maintain weekly and monthly status reports and reported them to Project Director and Senior Management,
and Stakeholders.
• Maintaining change log, with the requests coming from the theaters (EMEAR, APJC, LATAM) so that our
third party vendor can complete the change.

2. • Low Dollar Automation – Cisco Partner Annuity Initiative (CPAI): Enabled global sales team to sell more
service contracts and increase revenue by providing automated quotes and notifications for their high-
volume, low-dollar service sales opportunities.
2004.2012 Citi: Project Management and Infrastructure Technical Analysis
• Worked closely with business to understand their process of release and deployment to meet their goals.
• Worked with new and existing clients to guide them through the setup process of the online applications.
• Successfully implemented numerous business process and system changes as well as several "performance
measurement and reporting" initiatives.
• Responsible for the release and deployment of various application software changes from controlled
environments into UAT and Production systems using CAMS.
• Supported 25 development teams with version control, patch releases and user acceptance testing.
• Responsible for changing build scripts, written in Perl, to deploy releases to various environments as well as
roll-back to previous releases.
• Maintain and enhance deployment documentation and instructions. Supports audit and compliance
requirements of traceability and repeatability for Release Management of packages installed in CTI data
centers using Polytron Version Control System (PVCS).
• Trained over 300 development teams and supported over 3000 applications,
• Guided development teams through the deployment and migration process while using PVCS.
• Utilizes user involvement and input, service management techniques, along with fair and equitable
performance reporting to improve the acceptance of new systems
• Assist Systems Analysts with resolving server issues.
2002-2004 Verizon Wireless: Customer Service Representative
• Consistently identified customer’s needs and effectively communicated solutions.
• Maintained updated knowledge of the wireless industry and the competitive position of the company.
Military Experience:
1996 – 2004 United States Army: Military Police- Staff Sergeant
Operation Iraqi Freedom/Noble Eagle/Enduring Freedom.
• Collected, evaluated and prepared operational and intelligence information.
• Assigned to supervise and manage the processing of Iraqi prisoners.
• Provided external security to confinement/corrections facilities.
• Coordinated and lead Convoy Security teams, for Generals, VIPs, Soldiers and equipment moving
throughout Iraq.
1999 – 2002 Tellabs Research and Development Division: Project Coordinator- Associate Engineer
• Coordinated and documented all phases of application changes to the Optical Line Terminal Network (OLT).
• Maintained a detail log on product specifications to meet all customer’s needs.
• Ensure the project deliverables conform to quality standards established by our Stakeholders.
• Software Engineer- Responsible for writing automated test scripts in Expect, Perl and TCL.
• Mechanical Engineer- Redesigned and assembled the mechanical specifications and wiring of the Optical
Line Terminal Network (OLT).
• Optical Engineer- Tested Optical cables for span loss after they have been spliced and cleaned.
• Electrical Engineer- Made the proper revisions to the electronic boards, by removing and adding electronic
components with the use of a Solder Iron.