I am a 20 year I/T professional with a focus on service delivery solutions for the I/T business environment. Improving I/T client perception, network and system performance and overall satisfaction has been my recent focus.
Additionally, I am a certified Project Management Professional (PMP) and a Certified Professional Management Consultant (CPMC) with a Bachelor's degree in Electronic Engineering Technology.
You should know that in recent years my total compensation has been in the range of $95,000 - $140,000.
1997 - Present
DIRECTOR, CLIENT SERVICES, NETWORK PERFORMANCE & AVAILABILITY
The mission to reduce data and voice network defects across Ameritech for internal clients was accomplished by identifying and developing appropriate metrics, measurements, repository requirements and a reporting process that would serve the dual role of:
providing the internal retail unit client with meaningful network performance results and how it impacted their Business Unit
serving the internal engineers' requirement to identify problem areas in the network so that appropriate corrective action could be taken
Consumer Business Unit telephony availability improved from a high of 79,000 dropped calls per month at the beginning of 1999 to a current low of <100 per month. Additionally, ACD-VRU % availability has consistently trended positively in 1999 and 2000 with current ACD-VRU availability at 99.998%.
In 1997, monthly AICN data network defects averaged < 1 million/month for the first time ever, while the number of major network elements rose from 850 to an all time high of 1400 elements. 1998 saw continued reduction in monthly network defects while the number of network elements continued to rise. Both 1997 and 1998 saw a steady reduction in network defects while complexity continued to rise.
Built strong client relationships with business unit executives via monthly in-person visits to provide a readout of network performance and its impact to the business unit. Developed the first SLA between the Consumer Unit and the NCC (Network Control Center) to establish service levels for Consumer's RCF voice network
Led action to improve Consumer and Small Business Services AICN data network availability by focusing on network performance by geographic (site) location, identifying problems specific to each Customer Care Center.
Introduced Priority 2-4 AICN network performance analysis to ITSD for the first-time ever. Pioneered the 'user minute' metric which has been adopted as a broad measurement of IS online availability
Hand-picked for I/T Vice-President's Process Improvement Team as the network and I/T retail unit consultant
In November 2000 I accepted a voluntary early retirement package and left the business
1996 - 1997
MANAGER, CLIENT SERVICES, INTERNAL SERVICES AGREEMENT
Led and managed desktop 'swat team' initiatives in response to 'bad service' escalations from internal clients, other departments and business units. The swat team concept was applied once to Ameritech's legal department and again to the Enhanced Business Services unit. Multiple daily initiatives in the network and system arena produced a zero defect environment within three weeks.
After disbanding swat teams, led process review to refine desktop processes with IBM Global Services to reduce or eliminate future escalations.
Managed the Internal Services agreements for desktop services between Corporate IS and Custom Business Services
Led NS/EP (National Security/Emergency Preparedness) for I/T across the entire Ameritech region and provided solutions and recommendations for improving the NS/EP process across the region
1993 - 1996
REGIONAL MANAGER, CLIENT SERVICES, I/T PROBLEM MANAGEMENT
The mission was to develop and deploy a global problem management function across the regional Ameritech I/T environment for internal clients. This team was to focus on service restoral to the client, as opposed to root cause analysis of the technical failure. The target objectives were to decrease the number of I/T outages (events) and also decrease the MTTR (mean time to restoral) of each incident. The process consisted of six rotational duty Problem Managers, myself leading the team and a technical suite of tools which included meet-me-bridges, alpha-numeric paging systems and pagers, cellular phones and personal computers. This new function was a huge success and is still being used today by IBM Global Services to oversee Ameritech I/T problems.
1993 - 1996
REGIONAL MANAGER, CLIENT SERVICES, I/T PROBLEM MANAGEMENT (CONTINUED)
In response to the Consumer Business Unit's concern about deploying ASCOT, the Billing Services War Room initiative was introduced in August 1994 which brought together all I/T disciplines providing service to Consumer for the purpose of having an intense focus and dedicated resources to respond to ASCOT problems. Received corporate award for reducing MTTR and number of outages during this initiative which ended in June 1995. Additionally, pioneered and led daily I/T-Consumer client call initiatives which greatly improved client's perception of I/T's sense of urgency (I/T really does care about us) and also increased I/T's customer awareness (we really do have customers out there using our technology).
MANAGER, SNA NETWORK
Managed state SNA support group that successfully merged Illinois SNA network into the corporate SNA network. This merge simplified, streamlined and standardized the network and aided trouble-shooting. Received corporate award.
Designed, developed and generated a Network Quality of Service process that measured network service defects throughout region.
1990 - 1991
MANAGER, PREMISE AREA NETWORK
Arlington Heights, IL.
Managed, led, designed and engineered the successful deployment of the premise data network for the Ameritech Center corporate campus in Hoffman Estates, Illinois. All services were delivered 100% on-time and all technologies performed as engineered. Received corporate award.
Managed premise engineering group supporting sync, async, broadband LAN and desktop access technologies for Illinois corporate properties
1986 - 1990
DATA COMMUNICATIONS ANALYST
Arlington Heights, IL.
Engineered, maintained and supported async, sync and broadband LAN data communications throughout the Ameritech region
1979 - 1986
Various IS support functions including LMOS front-ends, TIRKS operations and mid-range system support
Technician repairing DEC (Digital Equipment Corp) mid-range computers and peripherals
C.O. technician working on ESS switches, CENTREX translations, T-carrier and N-carrier
B.E.E.T. from DeVry Institute of Technology, Chicago, IL.
Project Management Professional ( PMP) certification (#16572)
Certified Professional Management Consultant (CPMC) certification
International member of Project Management Institute (PMI), Newtown Square, Pennsylvania
Illinois Chapter member of Project Management Institute (PMI)
International member of Management Science Institute (MSI), Sylvania, Ohio
Experienced with Microsoft Office products (Microsoft Word, Excel, Powerpoint, Project, Exchange) and VISIO
Experience with Business Objects query/reporting
Recent training class "Team Spirit Development Model"
U. S. Navy Honorable Discharge
Married, 1 child