SUMMARY

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

AREAS OF EXPERTISE

• Leadership& Staff DevelopmentProject Coordination/Planning & Scheduling
• Customer Service/Client RelationshipTechnology Evaluation/Deployment/Implementation
• Program ManagementDisaster Recovery & Planning
• Service Level Agreement/Metric DevelopmentSOX/PCI, PII & Technology Compliance

PROFESSIONAL EXPERIENCE

Confidential, Bala Cynwyd, PA

Manager

Responsibilities:

• Managed staff of 13 Billing, Collections, and Configuration personnel and Managers
• Organized and analyzed departmental staff needs and responsibilities, making strategic changes in order to provide greater support of Hotwires growth
• Spearheaded project changing customer bill presentment, making them more comprehensible for the customer, 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 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
• Functional working knowledge of the CommSoft billing system application; managed the business relationship between CommSoft and Hotwire

Confidential, West Chester, PA

Manager IS/Computer Operations

Responsibilities:

• Management of multi-unit computer/billing operations for Comcast, onshore and offshore teams, 24 X 7, 365 days
• Improved skill set of direct report managers/supervisors through mentoring and offsite trainings
• Strategic Planning - Implemented new operational monitoring tools and procedures; leveraged offshore resources in automation of tasks, increasing productivity, taking on additional responsibilities, reducing staff needs and re-assignment to other projects
• Information Technology Compliance - 5+ years coordination of stakeholders relating to technology audits for SOX and PCI-DSS; Amdocs billing
• Appraised staffing needs; performance review evaluations; weekly payroll and bonus assessments

Confidential

Hardware Analyst

Responsibilities:

• Management of multi-unit computer operations/billing team for multiple billing platforms, 24 X 7, 365 days; Amdocs billing and familiar with ICOMS and CSG billing
• Developed and strengthened working relationships with other IT & T units, customers, and partners
• Created and managed a budget of $1M +
• Initiated departmental Metrics for operational processing of billing revenues
• Restructured staffing needs; implemented new monitoring tools and procedures, automation of tasks, allowing employees to multi-task, increasing productivity
• 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
• Coordinated stakeholders/departments of technology audits 10+ years relating to SOX, PCI, PII, CPNI; worked with Comcast Internal Audit, Pricewaterhouse and Deloitte teams; Amdocs and CSG 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
• Appraised staffing needs; interviewing and hiring; terminations; performance evaluations; weekly payroll

Confidential, King of Prussia, PA

Senior Consultant/Project Coordinator

Responsibilities:

• Coordinated efforts for multiple ASI clients, implementing ASI software On Line Analytical Processing (OLAP)
• Implemented and maintained computer operations activities for two large pharmaceutical organizations, in supervision of the ASI Console product
• Oversaw a technical team - enterprise desktop conversion from OS/2 to Windows 95for a Fortune 500 Company; widespread interaction with departmental managers and the customer community in order to facilitate a user-friendly migration; collaborative team effort - 100% project completion in accordance to established timelines
• Maintained and authenticated operational issues; project tracking and coordination of sales force automation implementation tools; reported to Client Senior Level Management and ASI Management