PROFESSIONAL SUMMARY:

• Business - oriented IT IS Professional offering proven success in the management of billing system environments, computer operations, implementing/deploying new technologies, program management, and consulting activities
• Unique combination of business, technology, and leadership, management of billing system and computer operations, handling diverse technology teams, direct and indirect reports, domestic, international, and offshore team members. Experienced in leveraging IT IS technology for the advantage of the enterprise with a strategic and hands-on approach.
• Proficiency in program/project coordination of technology roadmaps, audit initiatives, vendor management, logistics of technology equipment for data center operations, managed services, and enterprise data security within the telecommunications, cable, and pharmaceutical industries.
• Ability to multi-task, solve complex problems, with notable customer service skills.

AREAS OF EXPERTISE:

• Leadership & Staff Development
• Project Coordination/Planning & Scheduling
• Customer Service/Client Relationship
• Technology Evaluation/Deployment/Implementation
• Program Management
• Disaster Recovery & Planning
• Service Level Agreement/Departmental Metrics
• SOX, PCI-DSS, PII, Audits/Secured.

SKILLS:

• UNIX, Excel, Word, Power Point, Project, Outlook, Visio, SharePoint, Remedy, Various Operating Systems, Clarity, DEC-VMS Network Management Operating System, Digitech Network Analyzers and Network Monitoring Tools, Job Related Technical Trainings, FTP/SFTP, Governance Minder
• Manage Technology Driven Help Desk, Account Management, Computer Operations Information Systems Management, Technology Audits, Records Management and Secured Destruction, Service Delivery, Vendor Management (Banking Relationships with Wachovia, Elavon, REMITCO, Unisys/3PP)

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Program Manager

Responsibilities:

• Contractor working in the Philadelphia Confidential Corporate offices as a Program Manager with their Cyber Security/Information Security Team. Assist with Cyber Security Enterprise 7 Program initiatives, Bay Dynamics Metrics reporting dashboard creation (Risk Fabric), Management Action Plans (MAPs)/Remediation efforts, and identification of security Tool-sets in use at Confidential and NBC Universal.

Confidential, Bala Cynwyd, PA

Manager - Billing and Collections - Manger

Responsibilities:

• Managed staff of 13 Billing, Collections, and Configuration personnel and Managers
• Restructured billing department making strategic changes in order to provide enhanced support of Hotwires growth
• Spearheaded and coordinated project changing customer bill presentment, savings of man hours in reducing calls to Customer Service
• Brought in new Collections Agency, increasing collection of funds by $66,00.00+ in the first six months
• Revised Bad Debt: start month prior, instead of 2-3 weeks before end of the QTR. - 2015 actual Bad Debt write off $1.161M vs 2014 actual Bad Debt write off $1.914M
• Improved methods in manual invoicing and check requisition procedures, expediting the processes
• Working knowledge of the CommSoft billing application; managed and coordinated the relationship between CommSoft and Hotwire

Confidential, West Chester, PA

Manager IS/Computer Operations

Responsibilities:

• Management of multi-unit computer/billing operations for Confidential, onshore and offshore teams, 24 X 7, 365 days
• Enhanced skillsets of direct report managers/supervisors through mentoring and offsite trainings
• Strategic Planning and Project Coordination - Implemented new operational monitoring tools and procedures; leveraged offshore resources in automation of tasks, increasing productivity, reducing staff needs and re-assignment to other projects
• Management of billing system audits/secured system access; organization of stakeholders relating to SOX, PII, and PCI
• Staff growth; performance review evaluations; weekly payroll and bonus assessments

Confidential, West Chester, PA

Manager of IS/Computer Operations

Responsibilities:

• Management of multi-unit computer operations/billing team for multiple billing platforms, 24 X 7; Confidential billing and familiar with Confidential and Confidential billing
• Developed and strengthened working relationships with other IT IS units, customers, and partners
• Responsible for budget creation; managed a budget of $1M +
• Initiated departmental Metrics for operational processing of billing revenues
• Project managed and implemented a Tier II customer support/technology triage troubleshooting team, training them to handle complex customer issues; supporting other departments and benefit of not having to add head count to other teams
• Managed and coordinated stakeholders/departments of technology audits 10+ years relating to SOX, PCI, PII, CPNI; worked with Confidential Internal Audit, Pricewaterhouse and Deloitte teams; Confidential and Confidential billing
• Multiple project management responsibilities, such as Disaster Recover Planning, new software solution for billing system access (SOX Compliance), and enhancement of the EFT (Electronic Fund Transfer) process
• Implemented operational automated solutions with highest emphasis on quality and efficiency; 15% reduction in manual processes, increasing staff productivity
• Staff career pathing; interviewing and hiring; terminations; performance evaluations; weekly payroll