SUMMARY

• Transformation Catalyst / Engineering Construction / Implementation Change Management
• Corporate Strategy Organizational Development Continuous Improvement Enterprise Analysis Project Management
• Delivering ROI and competitive advantage through nimble processes, systems, and implementations
• Business leader with 20 years of experience delivering technology and systems aligned with business processes to accelerate productivity, quality, and profitability of large corporations. Engaging communicator who drives success across all phases of a project life cycle by bridging the gap between IT and business teams and by responding with agility to meet evolving business goals.
• Delivered millions of dollars in cost savings and double-digit efficiency gains while improving customer satisfaction by applying lean principles and implementing process improvements.
• Led in-house teams and vendors to complete technical assignments, managing up to 80 projects simultaneously.

Areas of Expertise:

Strategic Planning Execution Large Scale System Implementation - Organizational Alignment Project Management Process Improvements - Infrastructure Constraints Operational Gap Analysis ITIL Service Delivery Design Management Capital Planning Telco Managed Professional Services, OSP Engineering Construction Technology Integration Vendor Sourcing Management

PROFESSIONAL EXPERIENCE

Confidential

VP, Implementation, Change Release Management Home Preservation

• Promoted to provide direction, leadership and resources to ensure successful implementation planning, solution preparation, delivery to the field, and measurement of initiatives that are the most highly complex and strategic in nature. Initiatives are corporate wide and have substantial impact to bottom line.
• Developed a plan to transform Wells Fargo Home Preservation Change Control, Management and Release organizations. Led ITIL service management implementation and engagement that has resulted in a product efficiency increase of 35 and is on target for an OPEX reduction of 1M.
• Analyzed policy and process defects and implemented corrective actions resulting in a 50 drop in errors employing a six sigma methodology.
• Introducing predictive analytics with Ideation, Operations Discovery and Capacity Management along with developing enterprise analysis systematic business models featuring benefits, cost, risk assessment and performance measurement. Tool enhancements to support regulatory, business discretionary and infrastructure budget estimated at 60M.
• Enhanced and built an 18 person Change Management Implementation Consultation team responsible for oversight of approximately 7,200 change requests annually.
• Developing systematic interface that surveys 3 legacy change management systems. Interface will streamline data leveraging a Service Oriented Architecture. Significant efficiency and customer experience gains are expected as well as FTE OPEX reduction.

Confidential

AVP, Business Process Consultant / Process Engineer

• Selected to lead and implement process improvement initiatives to strengthen the efficiency of 2 trillion servicing portfolio in an 1800 employee document management loan servicing division. Charged with implementing operations management standards across enterprise-wide end-to-end analysis and future state redesign. Contribute to strategic planning.
• Designed, implemented and transformed San Antonio Vault Operations organizational framework to include functional and sustainable LEAN governance, auditing, training, reporting, inventory control, floor plan and visual management systems. Systems architecturally align with strategic intentions, business content, values and processes along with data, application and technology architectures. Transformation efforts have yielded significant increases in quality, delivery and moral along with an expected steady decline in absolute operational costs and errors.
• Integrate systematic inventory tracking and reporting for services in support of the business strategy and processor needs that resulted in a 100 visibility increase and 30 handling time reduction reducing 50k in annual costs.
• Managed capabilities, resources and system enhancements to deliver services effectively and efficiently enabling adoption of a standard approach to Attorney Foreclosure Prompting process across the enterprise. Process and reporting improvement redesign yielded a 50 increase in efficiency, 25 increase in visibility resulting in operational cost avoidance of 822k annual.
• Designed and implemented the San Antonio Vault Operations Shipping Database. Phase one implementation has provided for a collateral file operational increase of 200 of Attorney Returns work stream to be relocated in the San Antonio Vault Operations. Phase two implementation is designed to address delivering systematic automation to remaining primary key business drivers expecting to yield an increase in overall production efficiency providing a 250K year over year FTE cost avoidance and deliver significant increases in quality along with a reduction in processor user error.

Confidential

Senior Process Improvement Advisor

• Delivered dramatic improvements:
• Promoted to strengthen business operations of 350M telecommunications company by providing strategic leadership for design and implementation of process improvements. Accelerated production, improved quality, and eliminated waste by applying lean principles. Contributed to long-range plans.
• Led company's first business transformation initiative that resulted in 10 revenue increase and 3M in cost savings by driving process improvements, workforce optimization, and technology implementations.
• Retail Call Center answer times of maximum 2 minutes for 80 of incoming calls.
• 15 handling time reduction in Retail Store Call Center order entry and non-customer interactions.
• Tech Support Call Center answer times of maximum 2 minutes for 80 of incoming calls.
• 95 correct service installation with a maximum 12 of trouble tickets generating repeat tickets within 3 days.
• Achieved 50 efficiency increase and reduced 200K in annual costs by initiating ITIL framework, policies and procedures for IT asset management and vendor contract management, and by centralizing IT procurement.
• ALASKA TELECOMMUNICATIONS continued
• Added value to ACD/IVR replacement project by strategically aligning systems with process improvements that delivered an immediate 20 efficiency gain in phase 1 alone.
• Led project management and data center implementation facilitating as the subject matter expert and work breakdown specialist of company's first Network OSS featuring IBM Netcool Fault Monitoring and Relevance Performance Management system that successfully interfaced/removed 20 legacy systems and produced 75 increase in network visibility.

IT Project Management Solutions Delivery Architect, Sr. Service Assurance

• Recruited to introduce and implement/project manage emerging technologies that provided a competitive advantage for Enterprise Managed Services business. Produced 2-year roadmap for technology strategy and process improvements designed to cut costs, improve quality, and support business growth.
• Achieved 10M in reduced operating costs and improved fault and performance management of network by leading BSS/OSS upgrades, application enhancements, and hardware replacement.
• Created a best-in-class Enterprise Customer Service Assurance Manager online application that ignited reporting efficiency by 75 , accuracy to within 99 , and saved 1M in costs.
• Saved 600K annually and increased service delivery by 75 by leading a 6-month in-house project to develop an online CRM system integrated into 6 major application suites to manage customer accounts.
• Improved satisfaction of 20 Enterprise Managed Customer accounts, achieving 0 churn and 8 year-over-year revenue increase through customer advocacy and solutions.
• Implemented Enterprise Customer Blue reporting program that delivered timely and contractually required performance and operational reports.

Confidential

Co-Owner

Launched family business to design and build log cabin homes. Grew a 10-member business that continues to thrive today.

Confidential

Engineering Construction Manager, Outside Plant

• Led 15-member engineering team to complete outside plant cabling projects across 15 communities with a population of 600,000. Created and managed a capital budget and oversaw daily operations of 10 wire centers. Approved plans and specifications for aerial, buried, underground manhole, conduit cabling and managed right-of-way, permits, and easement acquisition. Maintained productive union relations.
• Accelerated processing of residences to U-verse network by developing a streamlined business process and systems interface for test results, reducing time to market from 3 days to 1 day.
• Directed held full project management responsibilities for up to 80 projects simultaneously, driving efficiencies through process improvement and cost control while emphasizing quality assurance.
• Improved performance management of employees by creating a single standardized online form.

Sr. Solutions Design Analyst, Project Management Operations Systems Support

• Selected to turn around high rate of customer complaints in 5-state territory by identifying nonworking circuits. Produced and implemented/project managed automated tools that identified areas for building test access systems, and led 6-member team to engage in testing process. Contributed to vendor selection and new product testing.
• Developed an online tool to test 20,000 circuits in record time, improving 55 remote test access availability to 93 .
• Created and launched an automated auditing tool to test circuits and generate work orders for failed equipment, resulting in swift repair of 10,000 circuits.
• Directed held full project management responsibilities in planning and directing a 25M project to build remote test access systems by shaping budgeting, workforce plans, and operations. Project delivered 25M ROI within 3 years of deployment.
• Transformed help desk/call center tactical operations through large scale systems implementation unifying operations across a 13 state network. Transformation delivered a 10 decrease in calls and significant increases in customer experience.

PROJECT MANAGEMENT / ENTERPRISE ANALYSIS / ENGINEERING / OSS SOFTWARE DEVELOPMENT EMPHASIS

SUMMARY OF QUALIFICATIONS

• Over 15 years IT Software Development Design, Architecture, Business Systems Analysis, ITIL Service Management and Project Management Implementation experience focusing on optimization and business process improvement initiatives. IT Project Management / Portfolio Management expert in conducting and gathering needs analysis, managing and defining business and functional requirements creating metrics, trend charts and other decision-making tools leading data-modeling and process-mapping initiatives and designing/re-engineering processes, workflows and technology solutions for IT asset management system. Proven ability to deliver, implement and automate processes and negotiate and establish relationships as an innovative Sr. IT Project Manager.
• Systems Analysis Architecture Designer: Business, Systems, Interface and design requirements gathering and documentation.
• Web Development: Relational /CRM Database Management Design, Data Flow, Graphic Design, Business Process Modeling Implementation.
• Professional Business Acumen: JAD Session, Work Flow Consultation Expert with focused efforts on key deliverables aligning with, key stakeholders, executive sponsor s and corporate strategy. Expert in delivery of OSS/BSS implementation, functional decomposition, RFP, Vendor Evaluation Management, Project Management Information System, Statement of Work and Project Charter.

TECHNICAL SKILLS, METHODOLOGIES AND TRAINING

PROFESSIONAL HIGHLIGHTS

Project Manager, Business Systems Analysis, Software Development, Architect and Creative Conceptualist for the following:

• IBM Netcool Fault Mgmt. ALU Relevance Performance Management Implementation: Alaska Communications
• SharePoint 2007 Upgrade: Alaska Communications
• Corporate Enterprise Web Site: Alaska Communications
• Service Assurance Interactive Web Dashboard Enterprise Automated Reporting Tools: Alaska Communications
• Remedy Trouble Ticketing interface business process initiatives: Alaska Communications
• ACD / IVR Implementation featuring CTI: Alaska Communications
• Engineering Request Interfaces SharePoint Remedy Work Force Management : Alaska Communications
• CORTAS Central Office Remote Test Access System Automated, Web Based: AT T
• ENRG Exhaustion Network Remote Growth Planning Tool Automated, Web Based: AT T
• AT T Copper to Fiber Web Based Automated Project Management Tool: AT T
• SBC Ameritech Merger Acquisition Systems Specialist Team Member: Ameritech/SBC/AT T
• Wells Fargo SAVO Shipping Data Base