INFORMATION TECHNOLOGY EXECUTIVE
Results-oriented IT Executive with extensive experience delivering innovative enterprise systems while improving customer experience. Demonstrated track record of taking high-profile projects from concept to reality, combining business understanding and technical insight to deliver multimillion dollar initiatives on time and within budget. Consistently recognized for leadership in establishing and maintaining positive relationships with client organizations and building high performance teams.
Core competencies include:
Portals and eCommerce (B2B and B2C) Sales and Order Management
Data Warehouse and Business Intelligence Service Oriented Architecture (SOA)
Application Development Project Management
IT Strategy Planning/Execution Business Case and ROI Modeling
Offshore Staffing and Project Delivery Team Building/Leadership
Technology Expansion Vendor and Contract Management
Operations Management Mergers and Acquisition Support
PROFESSIONAL EXPERIENCE
VERIZON BUSINESS
DIRECTOR – ORDER TRACKING AND CUSTOMER REPORTING 2006 – 2007
Ashburn, Virginia
Tasked to turnaround a troubled order management and customer reporting organization challenged with critical US government RFP ($10 yr / $20B) requirements and offshore vendor replacement program. The customer reporting team successfully implemented two integrated releases (100+ reports 62% of total) within the first six months of the replacement personnel being hired leading to a GSA award and certification to proceed in production. Vendor downsizing objectives were achieved reducing Statement of Work (SOW) personnel by 78% and decreasing project run rate by 50% ($1M) while ensuring on time delivery of project commitments. In response to desired business process improvements an order tracking and reporting adoption program (Download IT to the Field) was introduced to Customer Service executive management addressing application usability and high priority enhancements. Within a 6 month period three rapid succession “quick win” releases were defined, developed and implemented improving data accuracy to 98% and usage by 40%.
Eliminated original Customer Reporting solution delivery vendor by creating an offshore development team in Hyderabad, India and introducing a delivery methodology. Success was achieved through aggressive hiring, leadership changes, knowledge transfer and accountability.
Initiated application improvements of a consolidated service order data warehouse for commercial order management and reporting. Solution provided Verizon Business Sales, Service and Provisioning personnel the ability to improve service intervals and customer satisfaction.
Service order tracking improvements enabled Customer Service management to establish a labor reduction objective of $500k byYE07 based on business process efficiencies attributed to tool usage.
Responsible for the “live” production implementation of a secured Internet accessible customer reporting and business intelligence tool (Siebel Analytics based) used by US Government agencies. The reporting portal, with data sources that included service order, inventory, trouble, performance and service management, eliminated the implementation of 12 standalone reporting applications improving customer satisfaction and user experience.
Supported corporate data privacy initiatives ensuring the compliance of industry and regulatory objectives for all employee and customer data housed in service order repositories.
Provided administrative, budgetary and technical leadership to 150 information technology professionals consisting of onshore and offshore employees, T&M and SOW contract personnel.
DIRECTOR – CUSTOMER PORTAL APPLICATION DEVELOPMENT 2005 - 2006
Ashburn, Virginia
Led the evaluation of MCI and Verizon customer portals as part of a post merger systems consolidation due diligence committee formed to identify operational and business support system gaps, overlaps, and investment opportunities. As a result of a detailed review Verizon Business Customer Center (VBCC) was established as the corner stone of the commercial B2B strategy with Marketing earmarking a $25M – $30M investment over a 2 year period. Identified savings (30%) were achieved by eliminating platforms, licenses, applications and personnel. Project planning and delivery activities remained on schedule throughout the organization and system consolidation process with minimal unplanned personnel loss.
Established standard framework, schedule and estimating process to implement unique customer contract requirements for Allstate, State of California and other custom portal requests.
Implemented and maintained customer facing applications supporting service assurance, account team collaboration, reporting. eBonding and an executive dashboard.
Expanded a three-tiered helpdesk function by collapsing MCI’s National Customer Help Desk and Verizon’s Customer Service Tier 1 application support functions creating an integrated process and support structure. The combined helpdesk organization reduced headcount by 25% while providing customers with a consistent support process for twice as many applications.
Administrative and technical leadership was provided to a team of 200+ onshore and offshore employees, T&M and SOW personnel located in the US, India, Philippines and Dominican Republic.
MCI
SENIOR DIRECTOR, PORTAL AND WEB SERVICES DEVELOPMENT 2004 – 2005
Ashburn, Virginia
Direct report to the CIO responsible for the overall delivery of MCI’s Business to Business (B2B) and Service Oriented Architecture (SOA) programs including vendor and system integrator selection, technical architecture and life-cycle delivery. Managing the IT relationship with Verizon Business Marketing a “Customer Enablement” program was established to expand customer portal and B2B solutions decreasing customer support costs associated with account team, order entry and customer service manual processes while improving customer loyalty and retention. This new self-service strategy for all business channels included the consolidation of over 20 external portal presences into less than half a dozen. Established a Center of Excellence (COE) chartered to create SOA standards, principles, and best practices to transform MCI's major systems, business processes and service delivery intervals. An internal consulting practice was available to assist development organizations accelerate their use of SOA technologies and methodologies while ensuring standards adherence.
Managed a team of 5 director and senior manager direct reports, 17 technical managers and 300+ full time, contract and vendor professionals in the US, India, Philippines and Argentina.
Participated in the RFP selection process to utilize offshore contract firms for project-based development, selecting 3 vendors representing the MCI approved list of offshore vendors.
Negotiated and managed fixed price contracts valued at $15M with Accenture, IBM, Wipro and Cognizant leveraging business, technology and delivery expertise with offshore labor savings.
Technical planning, architecture, product selection and development of MCI’s enterprise customer portal enabled commercial customers the ability to perform self-service ordering, trouble ticketing and network management functions. The MCI Customer Center (MCC) portal received industry recognition for competitive functionality including Network and Trouble Management.
Tasked for the design, development and implementation of the custom portal and self-service order entry components supporting a US Government request for proposal replacing the existing FTS 2001 contract. Systems architecture, infrastructure and initial software releases were successfully implemented on time and within budget.
Responsible for developing SOA based standard operations for corporate customers to electronically bond through secure web services to process service order, status and trouble management requests. The B2B infrastructure was certified to support 200k transactions / month.
Implemented customer requested enhancements while providing 7x24 support for the legacy ordering solutions supporting a $750M FTS2001 contract revenue stream in 2005.
SENIOR DIRECTOR, CUSTOMER SERVICE SYSTEMS DEVELOPMENT 2001- 2004
Ashburn, Virginia
Corporate restructuring activities resulted in reducing project spending by 37% during 2002, downsizing personnel and related operating expenses. With core development teams in tact, key support activities and projects continued to be met on time and budget. Searching for cost reduction opportunities across MCI, the Customer Service Systems development team expanded residential eCommerce (B2C) functionality for service order and invoice management functions increasing self-service registration to a peak of 800k customers representing 25% of the base.
Working as a member of an executive management committee a strategic plan and business case was developed to implement an enterprise portal consolidation program. This strategic initiative was established with an internal rate of return of 111% with forecasted payback within 2 years.
Implemented a replacement residential Customer Service desktop (OS/2 to Win NT) application on 6000 desktops across 16 customer service centers creating seat flexibility, reduced average call handling time by over 3 seconds and improved representative productivity. The platform was adopted as standard architecture/delivery methodology for all consumer customer service applications.
Ensured consistent, reliable and highly available system access to a suite of multi-platform order processing applications with a 7x24 service availability requirement of 98.7% up time. Systems resided in 3 data centers, 23 Customer Information Control System (CICS) Regions and 350 database tables spanning 12 mainframes / servers.
Performed vendor management of operational support functions performed by Electronic Data Systems (EDS) including service level, performance management, resource consumption, cost reductions, billing reconciliation and application outsourcing.
Provided executive leadership of an organization of 200+ full time employees, T&M contractor and SOW staff with a budget in excess of $20M in capital and $12M operating. .
SENIOR DIRECTOR, MASS MARKETS APPLICATIONS DEVELOPMENT 2000 - 2001
Arlington, Virginia
As a member of a business initiative to improve the efficiency of local service order processes, tasked to define and assess options and associated costs to replace the targeted legacy sales and service solution. Activities which included technical evaluations, system integrator interviews and solution prototypes led to a recommendation not to proceed with the proposed solutions because of product architecture, scalability and capital investments concerns.
Technical lead supporting a partnership between business and information technology personnel responsible for the evaluation of a Siebel Customer Relationship Management (CRM) solution to support residential local sales and order management. The proposed solution was ultimately rejected because of desktop client, database architecture and scalability limitations.
Provided IT leadership for the vendor review and evaluation of service gateway solution and vendor product architectures from Telcordia and Metasolv. After careful review, a decision was made to enhance the in-house solution as opposed to making a multi-year / multi-million dollar transaction vendor based commitment or $20M+ capital investment for a Telcordia solution.
Supported the development and implementation of sales and service desktop application (System One) enhancements supporting product launches as well as infrastructure improvements to streamline workflows and introduce application messaging.
SENIOR DIRECTOR, LOCAL SERVICE SYSTEMS DEVELOPMENT 1997 - 2000
Chantilly, Virginia
In support of MCI’s diversification from traditional long distance service and entry as a local service provider, a cross functional team of business analyst, developers and quality assurance personnel was created to define and build local ordering specifications, interfaces and ordering applications. Creative use of in-house and vendor personnel (Lockheed Martin and GE Information Services) and tools, created industry recognition for secured automated ordering interfaces via Electronic Data Interchange (EDI) enabling flow through automation of roughly 80% of resale orders.
Responsible for order entry and provisioning systems supporting MCI’s Residential and Commercial local service including Incumbent Local Exchange Carrier (ILEC) resale and facility based products.
Provided extensive involvement in industry standards definition and ILEC specification and well as state and federal public utility commission regulatory negotiations required for local service ordering.
Developed tactical Internet development methodology to achieve rapid response implementations while commercial grade solutions were developed and industry standards matured.
Achieved Y2000 objectives by remediating and/or decommissioning 30 systems while meeting overall budget objectives ($23M operating and $16M capital).
Awarded CEO/Board of Directors sponsored 2-year retention program including significant stock and cash incentives (expired 2002).
DIRECTOR, SYSTEMS ENGINEERING 1992 - 1997
Colorado Springs, Colorado and Arlington, Virginia
Recognized for technical knowledge, project delivery and teamwork between operational and application development organizations led to being recruited and promoted to director of an application development team responsible for corporate back office, infrastructure and customer applications. Initiated the technical transformation from mainframe to client server oriented software development increasing solution delivery frequency while reducing operational costs. Working with vendor engineers and MCI data architects investigating unix database technology resulted in implementing MCI’s first data warehouse (Revenue Reporting) utilizing Sybase. Supported a 1993 corporate relocation of IT personnel from Arlington, Virginia to Colorado Springs, Colorado to achieve desired labor cost reductions. In the process of relocating 60% of my staff (102) and replacing 68 full time and contract staff, major project deliverables were implemented on schedule.
Responsible for a software development and support organization tasked to develop a standard messaging application supporting MCI's software development across 25 hardware / operating system environments. The vendor grade solution, which was recognized by CIO magazine for innovative use of application messaging, has processed in excess of 100M messages monthly. The projected return on investment was estimated at $20M.
Re-engineered the residential customer database to a three-tiered client/server architecture with direct responsibility for all aspects of the program including design, development, implementation and production support.
Led the development of MCI’s first commercial customer desktop network management tool supporting System Administration, Trouble Management, Network Fault Management, 800 Network Management, and Call Routing.
Responsible for systems development, maintenance, and support of corporate systems supporting Finance/Accounting, Human Resources, Asset Management, Commissions and Revenue Reporting.
Responsible for operational and software support of two midrange data centers housing 18 IBM, HP, SUN, DEC and SGI Unix servers, EMC storage, DBMS (Oracle, Sybase) and systems management tools.
SENIOR MANAGER, SYSTEMS PROGRAMMING SUPPORT 1983 - 1992
Rockville, Maryland
Held multiple systems programming and technical management positions with increasing levels of responsibility including promotion to a group manager during MCI’s high customer growth/rapid network expansion period.
Managed a staff of 45 systems programmer professionals responsible for the evaluation, installation and maintenance of IBM mainframe software products in five corporate data centers on 12 mainframes.
Provided technical consultation, product evaluation and project management involving CICS applications and data communications equipment.
Responsible for the planning, installing, testing, and implementing VTAM, NCP and related data communications products. Responsible for SNA network design across corporate data centers, 15 IBM 3725s, three 3745s, four IBM 3737 and eight NTX 3800 Channel-to-Channel controllers.
Responsible for evaluation, installation, maintenance, and 7x24 support for online and database systems software products in corporate data centers with a 99.3% availability objective.
Budget responsibilities for 1992 included a $5M capital budget and $750,000 operating budget.
COMMUNICATIONS SATTELITE CORPORATION (COMSAT)
Washington, D.C.
DATABASE ADMINISTRATION AND SOFTWARE DEVELOP 1982 - 1982
SOFTWARE AG OF NORTH AMERICA
Reston, Virginia
DATABASE DEVELOPER 1981 - 1982
ELECTRONIC DATA SYSTEMS (EDS)
Chicago, Illinois & Dallas, Texas
SYSTEMS ENGINEER 1979 - 1981
Education
University of South Carolina 1974 – 1978
BA - Psychology |
