Highly motivated and involved Information Technology executive with experience in IT system strategy, organizational design, system integration, system centralization and standardization. Builds strategic relationships with business leaders to ensure success of the business and IT initiatives.
Vice President, Billing and Workforce Management 2012 - 2013
Senior Director, Billing Operation Services 2007 - 2012
Director, Convergys Services 2004 – 2007
Directly responsible, at an enterprise level, for Business Support Systems management and internal customer satisfaction of all operating units of Time Warner Cable. Responsibilities included building a team of professionals that controlled daily operations consisting of:
This environment was responsible for the management of over $20 Billion in annual revenue. Also responsible for an annual capital budget exceeding $7 Million and expense budget exceeding $22 Million.
Director of Management Information Services 2004
Senior Manager of Management Information Services 2002 – 2004
Manager of Management Information Services 2000 – 2002
Information Service Operations Supervisor 1999 - 2000
Directly responsible for the overall customer satisfaction and success of the MIS department for the Time Warner Cable Raleigh division. Define and implement long and short-term objectives, oversee and control daily operations, policy implementation and strategic direction. Set and administer budgets, hire and motivate staff of helpdesk analysts, programmers and project management staff and work with other business units to determine the needs that will drive the business.
Responsible for the immediate supervision of a team of operators as well as ensuring that new employees are properly trained and that established employees, both regular and contractors are cross-trained on systems. Handle/Coordinate all critical situations that occur during the workday. Assist in configuration of automation tools. Report directly to management concerning issues and daily updates of activities in the operations center.
Directed operation of more than 60 AS/400 systems.
Operation of complex computer systems in a multi-customer environment. Analyzing and resolving complicated problem situations for systems, networks and applications. Negotiate with peers and customers to implement technical solutions. Perform impact assessments for change and problem management. Provide direction to less experienced operators. Exposure to multiple system support duties including system maintenance, disaster recovery and system security. Maintain documentation to ensure audit readiness. Participate in team planning, claim hour allocation and workstation workload allocation.
3.79 GPA- Magna Cum Laude
3.95 GPA – President's List
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