Expert in performance measurement & improvement, and reporting · Broad experience in process reengineering and quality improvement initiatives · Extensive project management skills - Proven track record of success as a leader on multiple project teams with demanding deliverables in short and long time frames · Over nine years of experience in various capacities within IT, Security, Finance, Network, and Customer Service Operations.
Six Sigma Black Belt Certification
MS - Industrial Engineering
BE - Mechanical Engineering
Confidential,Senior Systems Analyst
Metrics lead on VZB IT projects – Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance Verizon Business systems and processes. Participate in business and systems requirement discussions to be able to have the ability to report on success of IT projects being deployed. Provide scheduled and ad hoc reporting support to Verizon Business management for all systems impacting Provisioning and Service Assurance. Work with process team to develop use case and process flow through models.
Metrics lead for TPTA (Transport Provisioning and Test Automation) program and supporting projects. As Verizon Business continues on its long term architecture roadmap to reduce the number of provisioning systems and processes, this multi year program was aimed at moving from three legacy provisioning options to one system – BGW. In addition, the orders provisioned on the TPTA network involved a lot more automation than ever before. I was responsible for measuring no-touch flow through and automation success metrics for all IT projects that fell under the TPTA umbrella.
Worked with SME to understand new IT project objectives, how success will be measured, capturing baseline metrics and ensuring systems requirements were in place to be able to track needed volume, interval, and automation metrics upon project release. Also responsible for integrating these metrics into ongoing dashboard reporting upon deployment. BPM lead on numerous highly technical VZB IT projects deployed in 2009/ 2010 including – Immersive Video, IP Audio Conferencing, USPL Channelization, Reinventing VoIP, MPL Retail & Wholesale Access Convergence, TPTA path prioritization, BGW Automation, FNE Shutdown, Ethernet Enhancements, etc.
Automated and standardized reporting to support pre-sales Circuit Design Request processes (design work completed before customer firms up an order). Used PL/SQL scripts in TOAD to pull data from Oracle databases. Created numerous reports that showed CDR firmed and canceled volume and interval metrics by bandwidth, diversity, network, and option types. Reduced Pricing and Contract management CDR Intervals by 35% in 9 months through monthly detailed root cause analysis.
Supported process modeling team in documenting VZB IT processes in IBM Websphere process modeler.
Process Improvement Consultant – Analyze processes to identify improvement opportunities, lead business process improvement initiatives, establish key performance indicators and controls, implement and monitor changes to processes. Act as a change agent to drive process excellence adoption – Integrate lean six-sigma into Sprint culture through training and awareness.
Led the Care Enterprise Task Force PMO activities for the downstream care initiatives including Staffing, Vendor Strategy, Quality & Performance Management, Operating Standards, Operational Consistency, Technology & Routing, and Change Management. Worked with the Program Managers, Directors and VPs leading these teams to ensure progress on our projects and roadmaps. Chaired multiple calls daily and provided daily and weekly reports and updates to all stakeholders.
Analyzed and developed controls, methods and procedures for compliance to company policies, procedures and regulatory directives, in particular Sarbanes-Oxley (SOX). Created financial process diagrams that showed the flow of different levels of work authorization (SPA-PA-PID) throughout the different asset management phases from Budgeting & Forecasting to Retirement. Also documented internal control points for Inventory, WIP, In-serviced/Fixed assets, and Retired assets.
Mapped out processes for closing work authorizations and depreciating capital assets – worked with Corporate Audit, Enterprise Compliance, Finance and Capital Asset Accounting to standardize the steps taken across the different IT and Network groups, and to ensure effective controls will be established for accurate depreciation.
Worked with Finance on Commissions Systems Migration project to analyze and document current state of the Commissions processes, and helped document the future state process flows, methods and procedures to allow our Sales employees to be paid their commissions correctly and on time.
Improved Network Business Operations processes through facilitating projects and team discussions. Was engaged on numerous small to medium consulting engagements across the different Network organizations at one time. Facilitated CAP (Change Acceleration Process) & Brainstorming sessions. Created training packets for educating new team members and Network employees on 6 sigma and Lean tools.
IT Process Excellence and Lifecycle Management SME – Develop, document, implement and communicate methods and procedures associated with organization\'s systems development lifecycle processes. Handle CPI (continuous process improvement) requests as owners of SDLC Tools and Processes to re-engineer and improve IT systems development life cycle methodology for 5000+ IT and business users.
Worked on Project and Portfolio Management program to simplify our practices and process for the IT systems development pipeline while incorporating best practices from ITIL, COBIT, CMMI, PMBOK, & eTOM.
Worked with stakeholders across IT to update and change existing development processes to allow new development practices including Iterative and Agile development. Customized CA’s Clarity COTS PPM tool to Sprint’s standards and procedures. Revamped and improved speed and efficiency of IT processes.
Analyzed time to approve concepts from all the pipelines for the IT Process Simplification program where the goal was to increase the project throughput in IT. Was able to identify and eliminate non-value added activities that reduced the time to approve concepts by 50% through process flow scenarios and simulation using Metastorm Provision process modeling tool.
Led team to create and deploy an IT Process & Policy library by collecting all process and policy information by IT function and storing them in a comprehensive repository. Led team to complete reconciliation of 48 PPM Practices and Policies documentation which became the new M&P addressing all IT functional areas.
Overland Park, KS
Staff Manager for VP Corporate Security – Responsible for developing and deploying actionable metrics for all Corporate Security groups. Set the long term vision/strategy for, and worked towards a sophisticated metrics based management end state. Interact with the lead team – VP, directors and managers – on a daily basis. Serve all security groups including – Network & IT Security, Identity Management, Security Operations and Engineering, Homeland Security, Physical Security, Investigations & Legal Compliance.
Produced scorecard used to track performance of various Corporate Security groups in monthly reviews with the VP. Tracked a very diverse group of metrics under the VP purview including – Employee turnover and budget trends, Time to design engineering request, Time to close investigations by type, Security incidents by source and type, Subpoena compliance credit recoveries processed, Time to terminate access, Flight operations metrics, and many others.
Provided detailed analysis on results and trends, and opportunities for improvement. Used Statistical Process Control charts, Histograms, and Pareto charts to reduce defects and Root Cause Analysis to identify and deliver process improvements.
Drastically slashed targets through defect analysis and process control. Instances include bringing down the security event resolution target from 48 hr to 1 hr, and reducing the security operations firewall issue resolution target from 24 hr to 4 hr in less than a year.
Worked on staff projects and special programs as needed to support the VP lead team. Represented Corp Sec to external stakeholders including IT, NTK, Corp Audit, and HR. Produced quarterly and yearly result summaries for HR SVP.
Worked with IT support team to automate report generation through Informatica & Actuate. Implemented customer feedback mechanisms, and integrated financials with operational metrics. Worked on assessing and benchmarking our security programs against the industry standards & regulations such as ISO 17799, COBIT, & HIPAA.
Participated on Sprint College recruiting teams – 2004, 2005, 2006. Participated in career fairs and college recruiting events. Screened candidates and conducted first round interviews on campus to evaluate new hires.
Obtained ASQ Six Sigma Black Belt certification – 2005.
Overland Park, KS
Service Provisioning Performance Plan Manager – Responsible for creation and enhancement of comprehensive performance improvement program for Service Provisioning Center Operations. Overall program management responsibilities included incorporating new work functions into the performance plan, using scientific and statistical methods to develop performance rating thresholds, rolling out recognition and corrective action processes, and ongoing communication for the performance plan.
Developed and implemented a performance measurement plan with equal emphasis on productivity and quality that resulted in more than 15% year over year productivity improvement in service center operations which had a $20M annual budget.
Project managed the closure of two operations centers, and the transition of work to six other remaining centers. Team members on this project that I led comprised of general managers in my director’s organization.
Interim Manager for National REA team of 13 regional systems administrators during management transition. I was responsible for dealing with system outages/ issues, assigning projects to team members, providing direction and ensuring holiday coverage for customers.
Created monthly operational reports and provided analysis on results for Director and management team. Pulled data from SQL, Informix, Oracle, DB2 and proprietary databases using ODBC connections. Worked with IT developers to establish automated data pulls from different systems that allowed everyone to view daily productivity and quality results from a website. A drill down dashboard allowed the management team to have a holistic view encompassing all work functions.
Helped map out the long term strategic initiatives and short term objectives for the National Customer Services organization. This team was formed by selecting high performing managers under my VP.
Evaluated and gave feedback to Sprint’s University of Excellence VP lead team based on a comprehensive site visit in accordance with the Malcolm Baldridge Quality Award criteria.
Received Best Employee Award in Sprint National Customer Services organization – 2003.
Teaching Assistant – Industrial Organization & Management, Work Performance Analysis & Design, Engineering Economic Analysis.
Research Assistant – CATT-ISF Project for DoD DLA – Research on VPN and Data Security, Network Administrator, Web Server Connectivity Maintenance, Remote Database Maintenance.
Research Assistant – FAA Logistics Project – Logistics Analysis, Optimization, Spreadsheet Analysis and Simulation.
Member of Alpha Phi Mu honorary society for Industrial Engineers
President of INFORMS (Institute For Operations Research & Management Sciences) chapter at OSU – 2001