Information Technology / Telecommunications Executive

Highly accomplished Executive with a 17-year career providing strategic planning, project/program management, technical leadership, process improvement and customer service expertise to organizations and federal government. Combine project management and team development skills with strong technical qualifications to establish operations responsive for long-range objectives for growth and profitability. Skilled in partnering with clients to identify needs and implement convergent voice, data and video solutions to meet business, customer and market demands. Exceed challenging business needs. Provide vision and dedicated leadership for key technologies, including network infrastructure, security, wireless, databases and VoIP. Skilled in building high-performance, effective teams focused on customer service. Strong liaison skills with demonstrated ability to identify and manage strategic relationships with clients and vendors.

Core Competencies

Professional Experience

Confidential

Manager, Engineering

• Responsibility: Direct a team of 12 engineers in support of designing and engineering enterprise customer network solutions ensure engineering SLAs are met for processing pre-sales and post-sales requests. Resolve engineering issues for customer network designs, assign resources appropriately to handle expedites and escalations, and guide policy development for the pre-sales and post-sales order process. Manage engineering tasks, such as the assignment of port and IP address assignments and path determination for enterprise customer circuits, and monitor fulfillment of customer BGP requests. Track and report metrics for all engineering requests, monitor workload for engineering team to ensure proper resource allocation, and conduct performance evaluations and required coaching for engineers. Approve capital and expense requests for customer network equipment.
• Directed the work division among the team of Data Solutions engineers to best allocate resources to achieve required SLAs.
• Effectively managed the cross-training of engineers to work both pre-sales and post-sales requests.
• Developed headcount analysis of engineering workload to better allocate efforts and justify resource requests.
• Designated team leads within the data solutions engineering team to effectively deal with special projects and escalations for functional and regional areas of responsibility
• Mentored and developed the team leads to effectively lead their teams in their daily job requirements.
• Designed and worked with developers and engineers to create online forms to streamline IP and BGP request process for the DSE team.
• Established procedures and coordinated with business process development to improve existing processes and company systems

Confidential

• Challenge: To create and direct a new broadband technical assistance team and ensure the delivery of quality support to technicians and customer service representatives
• Responsibility: Lead and direct 24 broadband technical analysts to provide provisioning and troubleshooting support of broadband product offerings to include DSL high speed internet, cable high speed internet, IPTV, and cable TV. Ensure the analysts receive the proper training on all required systems. Track and monitor analyst performance metrics, and coach them on improving those metrics. Conduct quality audits for phone calls, tickets, and chat sessions. Revise business processes as needed to adjust to new product offerings and acquisitions. Manage the resolution of escalations and top priority projects.
• Spearheaded the creation of a new team within the broadband technical assistance center BTAC to provide support for the northeast region
• Created move plan and directed the relocation of the north region support team to a new building, resulting in all logistical and technology asset requirements being completed on time and without significant loss of support for customers
• Developed and implemented plan to cross train analysts on all hardware and management systems used to support regions outside of the northeast, resulting in 100 proficiency on all systems and providing a complete backup support solution for the southwest and southeast support teams
• Interviewed and hired employees for the northeast support team and ensured they received training
• Led the BTAC efforts in integrating multiple acquired companies, products, and provisioning practices into the BTAC processes, documentation, and training
• Led the conversion and testing of the DRS records system to the new Metasolve 6.0 platform and coordinated training for all employees in the BTAC
• Coordinated with other BTAC supervisors in performing regression testing and worked together during the migration from DSL Record System DRS 5.0 to DRS 6.0 and worked to clean up and verify database records for this system
• Worked with other groups and outside vendors in the planning and testing for the implementation of DRS 6.1, ensuring all troubles were resolved and all records were accurate and complete
• Managed employee and time resources to ensure quality and on time support for field technicians and customer care reps
• Participated in Remedy regression testing in preparation for a complete upgrade to Remedy 7.0

Confidential

Product Manager of Mobile Office Solutions

• Challenge: To launch and manage Alltel's mobile office solutions for a variety of wireless devices
• Responsibility: Launch and manage the mobile email products Office Sync, Good Mobile Messaging, and NotifyLink including development of the initial and ongoing marketing strategy and working with the project manager to lead the project team. Continue to work with vendors to receive updates and product enhancements and negotiate contract terms. Work with data tech support, data sales engineers, and business sales reps to provide support to customers on products and receive customer feedback.
• Led the Office Sync project team in the successful launch of Alltel's mobile office solution, Office Sync
• Worked closely with network engineering to test the Office Sync software and resolve known issues
• Led efforts to drive vendor resolution of software bugs
• Negotiated corporate contract with Office Sync vendor, resulting in a savings of 267,772 for Alltel
• Created the marketing strategy for Office Sync product launch resulting in exceeding forecasts by 154 in the first year and in continual month to month revenue increase
• Analyzed sales trends to align marketing strategy and product developments, resulting in continual exceeding of forecasts and increasing monthly revenue
• Negotiated a corporate contract with Good Technology in order to bring the Good Mobile Messaging product into Alltel's mobile office product offerings
• Provided support and participated in customer sales call, resulting in the sales rep closing an account with over 400 data lines, thereby positioning Alltel as the vertical leader in that particular market.
• Worked closely with network engineering to test and roll out software upgrades
• Spearheaded effort to bring Office Sync product to mobile phones via BREW technology, positioning Alltel as the first and only wireless carrier to offer a real-time email solution for standard mobile phones
• Provide technical assistance to sales and support teams for all mobile email solutions

Confidential

• Convergence Analyst / Acting Technology Solutions Manager
• Challenge: To define and implement technology strategy and roadmap to ensure appropriate delivery of services to more than 7000 users throughout 20 locations across Arkansas.
• Responsibility: Research, recommend, gain approval and facilitate the deployment of emerging technologies, processes and standards into the environment. Collaborate with users, management and vendors to identify needs and deliver effective convergent solutions to increase capability and position organization for advanced growth. Plan, track and monitor all aspects of multiple projects. Negotiate contracts with vendors. Direct team of 2.
• Championed the implementation of the VoIP pilot project to optimally support remote locations.
• Spearheaded the deployment of technologies during the remodeling of a wing on the 5th floor of the hospital. Collaborated with vendors to ensure appropriate and on-time implementation and configuration of cabling, electrical outlets, wireless access points, faxes, televisions and telephones. Solution was recognized for enhancing patient admission process.
• Led the installation and programming of PBX and voice mail system for the Pharmacy's Home Infusion Division.
• Credited with successfully solving issues with Integrated Digital Voice Recording IDVR system, allowing medical personnel and management to record conversations in digital format.
• Project managed the implementation of the Homeland Security network to deliver video-conferencing capability to 4 locations.
• Created back-up archiving strategy for database systems to increase performance and minimize risks.
• Established and enhanced communication between data communications and networking teams.

Confidential

Information Systems Manager Texas Division

Challenge: To re-engineer core operations throughout the Division and increase customer satisfaction.

Responsibility: Full P L responsibility for overseeing the delivery of all IT services covering network infrastructure, PBX, applications development and database administration to more than 500 users. Provided leadership and framework to actively identify IT services needs and respond to critical issues. Recruited, trained and mentored team of 11 and responsible for budgets of up to 2M.

• Effectively created IT strategy and positioned Division as a leading digital, analog, and mixed signal GaAs Gallium Arsenide integrated circuits provider.
• Introduced new change, capacity and performance management procedures, resulting in increasing customer satisfaction from 60 to 99.9 within 6 months.
• Established effective network administration and Help Desk metrics to ensure adherence to SLAs.
• Conceptualized and led the development of a Disaster Recovery strategy for the Division.
• Initiated project planning and management strategies to ensure appropriate and on-time delivery of projects. Designed and implemented an on-line Project Tracking System to monitor multiple, simultaneous projects.
• Planned and coordinated the integration of newly acquired organization, including network infrastructure, systems, data, personnel and software licenses.
• Spearheaded the relocation of Division to new facility, consisting of more than 400 users, 70 servers, PBX system and multiple manufacturing applications, with minimal downtime.
• Directed all efforts to design and implement a new VoIP system, and integrate voice and data services, resulting in minimizing cabling costs.
• Facilitated the deployment of the SAP ERP and subsequent integration with the Workstream Manufacturing system.
• Led the creation of an on-line ORACLE 9i portal to allow Equipment Maintenance personnel to report on mean failure of machinery for the manufacturing facility. Solution was adopted throughout the entire organization.
• Championed the design and implementation of a wireless network for executive management and customers.
• Renegotiated contracts with telecommunication providers, achieving 12K decrease in monthly costs.

Confidential

Responsibility: Directed the delivery of telecommunications and information services support to the entire Battalion, consisting of Garrison office and field training exercises. Scope of accountability spanned team building and leadership, project management, service development / rollout, IT strategy and solutions, and customer service. Led team of 11 in providing voice, data, radio and wireless support to more than 250 users.

• Battalion was ranked as the 1st within the brigade for COMSEC management.
• Directed the deployment of network infrastructure to deliver data services to all 4 battery headquarters.
• Planned and managed the installation of over 250 radio systems in battalion vehicles, within 4 days. Coordinated the 2 consequent radio system upgrade efforts, on-time and within budget.
• Spearheaded the set-up of wireless telephone system for the Command staff, and wireless network for the Battalion.

Confidential

Responsibility: Planned, coordinated and led the set-up and operation of communication assets for multiple training exercises. Directed team of 22 in the installing of Fiber Optic cabling, tactical voice and data communication networks, video conferencing, telephones and radios.

• Recognized for directing the appropriate and on-time configuration of infrastructures, equipment and systems for multiple high-visibility Warfighter exercises.
• Revised the Signal Standard Operating Procedures for all training exercises for the entire IIIrd Armored Corps Artillery.
• Created Battery Operations Orders for the Headquarters Battery for multiple deployments to Fort Hood Texas, and monitored movement of the unit in a convoy from Fort Sill to Fort Hood.
• Redesigned the LAN for a major Training Facility at base.