SUMMARY

• Dedicated and enthusiastic IT IS management professional with a diverse work background offering proven success in the management of business financial operations, leadership of technical and non - technical teams, enhancing operational efficiency and controlling costs of billing system and computer operation environments.
• Proficiency in technology program and project management and coordination; successfully launched, directed programs and projects demonstrating/performing management skill/functions such as planning, scheduling, organizing, issue resolution, and tracking process, ensuring the feasibility of its objectives.
• Knowledge and management of audit initiatives/stakeholders, information/data security, controlled system accesses to strengthen security posture, familiar with audit reporting and remediation; PCI-DSS Certification. 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
• Program Management
• Technology Evaluation/Deployment/Implementation
• High Availability & Disaster Recovery
• Service Level Agreement/Departmental Metrics
• SOX, PCI-DSS, PII, Audits/ Secured Access Security
• UNIX, Excel, Word, Power Point, Project, Outlook, Visio
• SharePoint, Remedy, Various Operating Systems, Clarity
• DEC-VMS Network Management Operating System, Network Analyzers and Network Monitoring Tools
• Job Related Technical Trainings, FTP/SFTP, Governance Minder, RSA Archer
• Manage Technology Driven Help Desk, Account Management
• Information Systems and Operations Environments; Technology Audits
• Records Management and Secured Destruction, Vendor Relationships

PROFESSIONAL EXPERIENCE

Confidential, Radnor, PA

Project Manager

Responsibilities:

• Working Aged Order Project; manage service accounts and stakeholders in Service Delivery
• Document and maintain all activity in the Century task management system
• Teamed with senior management concerning Cyber Security Enterprise 7 Program initiatives and documentation; attend meetings; manage stakeholders and their associated initiatives
• Advised in the definition of Bay Dynamics Metrics risk reporting and dashboard creation (Risk Fabric)
• Conducted meetings surrounding Management Action Plans (MAPs) and Remediation efforts related to Comcast audits; familiar with RSA Archer
• Collected and consolidated lists of network security tool-sets in use at Comcast and NBCUniversal, providing reports to senior level management; created spreadsheet of available security tool-sets for Procurement to evaluate
• 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
• Recommended SOX and PCI - DSS audit initiatives - PCI-DSS Compliancy
• Spearheaded project changing customer bill presentment, 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 processes: 2015 actual Bad Debt write off $1.161M vs 2014 actual Bad Debt write off $1.914M
• Evaluated internal departmental incidents; delegated supervisors to handle resolution
• Working knowledge of the CommSoft billing application; managed and coordinated the Commsoft relationship

Confidential,West Chester, PA

Manager Billing Operations/Manager

Responsibilities:

• Management of multi-unit computer/billing operations for Comcast, onshore and offshore teams, 24 X 7, 365 days
• Oversaw internal/external incidents, documenting and brought to resolution; responsible for escalations, as needed; support of new releases and customer reported issues
• Strategic Planning and Project Coordination - Implemented new operational monitoring tools and SOP’s; leveraged offshore resources in automation of operational tasks, increasing productivity and reduction of resources
• Management of billing system audits, information security, secured system access; organization of stakeholders relating to SOX, PII, and PCI-DSS; familiar with SOX and PCI-DSS regulations, user access reviews (Governance Minder), management action plans and remediation efforts
• Comcast SOX Governance Committee member; Information Security Trustee for Amdocs; Subject Matter Expert (SME) for data center audit related matters; worked with Comcast Internal Audit (CAAT), Pricewaterhouse and Deloitte
• Staff growth; performance review evaluations; weekly payroll and bonus assessments
• Management of multi-unit computer operations/billing team for multiple billing platforms, 24 X 7, Amdocs billing; familiar with ICOMS and CSG billing
• Developed cross working relationships with other IT IS units, customers, and partners
• Created and managed a departmental budget of $1M +
• Directed team in formation of departmental SOP’s and Metrics for operational processes and customer interfacing support; ticket management to ensure resolution within SLA
• Project managed/implemented a Tier II customer support/technology triage troubleshooting team, training them to handle complex customer issues; cross functional support of other departmental teams and products
• Supervised team with internal/external incidents and brought to resolution; assisted other departments and managers with issue resolution; responsible for escalations; support of new releases and customer reported issues
• Partnered with Audit in collaboration of billing system audits, information security, secured system access; organization of stakeholders relating to SOX, PII, CPNI, and PCI-DSS; familiar with SOX and PCI-DSS regulations, user access reviews (Governance Minder), management action plans, and remediation; Subject Matter Expert (SME) for data center audit related matters
• Member Comcast SOX Governance Committee, attending compliance meetings; worked with Comcast Internal Audit (CAAT), Pricewaterhouse and Deloitte
• Multiple project management responsibilities, such as Disaster Recover Planning, High Availability, 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
• Created staff career progression; interviewing and hiring; terminations; performance evaluations; weekly payroll