Brian Minnick Email & Phone Number

Plano, Tx, Us

Lead team of 4-7 that are responsible for the Flight Scheduling for the Corporate Aircraft( 4-9). Ensure we follow FAA Part 91 guidelines for corporate travel. This includes the C Level, Board Members , Talent , Guests, News/Sports Talent. This includes Domestic and International Travel. Work closely with all C Level EAs to plan travel that meet their requirements. This involves monitoring all FAA notices, Vet Airports to ensure we can operate safely, monitor weather and adjust times accordingly.

Responsible for creating all the new processes for the new SOS Care team to follow. SOS team was created to handle the Uverse chronic customers. These are processes that are used by a higher skilled agent and must also be developed in a way that gives the agent the steps necessary to solve the customers issue once and for all and also ensure they do not slip through the cracks. Also developed trouble shooting processes and also processes for the SOS team to work and or hand off issues to different departments.Three main focuses were the Network SOS , Gigapower and SOS process. All processes proved highly successful and were rolled out to the entire SOS agent population. Also responsible for negotiating interface agreements with all participating organizations. These agreements served as the foundation for the interactions between the groups to ensure chronic customers were cared for and their service impacting issues were solved once and for all. GigaPower provisioning and support was placed in the SOS organization and created all the processes in advance of the 12/2013 launch. During this time continued to provide support to the overall SOS organization to create and refine those processes.Accomplishments for 2012:• Established a Common Project Framework for Care with standard Milestones and Decision gates• Established an integrated portfolio format across the enterprise• Established a weekly forum that brings Uverse Care Leadership and Staff together to discuss issues, provide status and remain aligned• Established a weekly status template and format• Moved to an approach for scope, requirements and launches that forces us to think details, that we have answered all the appropriate questions, and ensure alignment along the way

Richardson, Texas

Team lead for Network Care PMO team for the Rick Welday organization. Responsible for managing all work requests into the team across DSL, Narrowband and Uverse portfolio.Accomplishments for 2012:• Established a Common Project Framework for Care with standard Milestones and Decision gates• Established an integrated portfolio format across the enterprise• Established a weekly forum that brings Uverse Care Leadership and Staff together to discuss issues, provide status and remain aligned• Established a weekly status template and format• Moved to an approach for scope, requirements and launches that forces us to think details, that we have answered all the appropriate questions, and ensure alignment along the way

Richardson, Texas

Team Lead of five managers in a Staff Support Role for Uverse Care. Responsible for implementation of new functionality into the Uverse space. Ensure Care organization on target to meet and exceed key KPIs for the organization.Accomplishments:Increased Product Profitability by successfully implementing 4HD streams which increased HD streams by one for every customer by one. Monitored Rollout to ensure no calls generated by upgrades.Implemented ability for Care and LFO agents to reset DSL password via SCANR. Decrease of 200 calls per month resulting in annual savings of 12,000. An additional 10,000 in savings in AHT as agents will not have to call into DSL Care to reset a password.Implemented cancel/reissue training to ensure agents follow correct processes. Following correct process reduced AHT(Average Handle Time). Cancels have decreased by 500 per month.INID Project (Internet Gateway Hardware) - Contact Rate decreased from high of 177 to 92 by EOY. Lead team in creating a waterfall deck to help capture project metrics and action items to get project to green.IDefine requirements for new U-verse functionality. Responsible for CRM, Web Portal(AMSS), IVR , SCANR (main agent trouble shooting tool), CVoip and LFO/Field Support. Partner with TSV (Total Solution Validation) to ensure system functionality and requirements are implemented per requirements. Responsible for the Lightspeed Releases to ensure the Care Centers are prepared for the new functionality and also to perform post release testing. Partner with Tier 2 Support, IT and Product Marketing to trial new products coming to market. Team also manages production defects and works with IT on resolution.

Plano , Texas

Coordinate all SBCIS product SLAs and RFP requests through the SBCIS Front Door Process. Work with Engineering, Product Marketing, Provisioning, Customer Support, Sales, Legal and Billing to ensure the request can be implemented/supported and also if there are any cost associated in approving the request.

Dallas, Texas

Project Management for SBC's Webhosting.com product offering including both internal and external customers. Responsible for implementation of all three product offerings Advanced Hosting, Data Center Hosting and Dedicated Web Hosting in both the Dallas and Irvine Internet Data Centers. Total contract value of solutions were from 100K to over 2 Million. Responsibilities included: • Host meetings internally and with customers to ensure open communication • Customer SPOC during implementation • Project Tracking ( Issues Log, Project Schedule, Meeting Minutes, Issues Resolution) • Ensure SBC contractually fulfills the SOW including the spirit of agreement • Customer Advocate at the IDC • Issues Resolution/ Trouble Ticket Tracking • Change Management • Monthly Customer Meeting to review performance and address any customer issues • Direct interface with clients, Sales and Account Managers, consultants, and technical teams for pre and post sales issue resolution.

Richardson Texas

Responsible for successful Account and Project Management for SBC Webhosting.com and Customer Care Migration Projects. Project Managing the migration to new hosting platform of over 1,000 customers. Implemented processes to track and measure customer status through the migration. Responsible for the migration of Webhosting.com customer care Tier 1&2 to Sterling Commerce. Also, includes the coordination of Tier 3&4 support with InQuent and Billing support to SBCIS. Responsible for maintenance of SBC's Webhosting Billing engine. Includes updates and maintenance to the Product Table, Sales Regions, Payments Methods, Access Code, Embargoed Countries, BTN. Also, responsible for the setup and maintenance for the IAF Customer Service Representative and Telesales tools.

Dallas/Fort Worth Area

Responsible for successful Account and Project Management, utilizing PMBOK, for start-up eBusiness consulting group. Tracked financials, project delivery goals, and consultant performance. Developed Project Management Folders/Templates to be used as standards for PMO and Project Managers. Responsible for staffing projects with internal as well as external consultants. Invoicing Customers, Status Reporting, Resource Planning, Resource Planning. Project Planning/Tracking in a Microsoft environment. Direct interface with clients, Sales and Account Managers, consultants, and technical teams for delivery. Understand scope of project and eBusiness web technologies required to write statements of work, through to project timelines, and implementation.

San Jose , Ca

Complement the service offerings of consulting firms, systems integrators, and large customers in architecting, designing, implementing, and integrating business solutions in the enterprise. Accountable for identifying all technical requirements within assigned account, for delivering the solutions directly, and for working with Corporate support personnel, sales management, and the Field Sales personnel to resolve any technical issues or requirements.

Plano, Tx

Account Infrastructure Project Leader (10/98 – 1/00) Project Manager for large PC Deployment in multiple locations and LAN shutdown and migration. Hardware/software planning and procurement Formed technical strategy and policies for the network Information Analys: Motors Insurance Corporation, Technical Delivery 11/96 – 10/98 Project Manager for accounts largest Y2K project,(1000 hours). Maintained and enhanced GM’s MIC business in a COBOL environment. Project Manager for General Motors 98,99 and 2000 model year system enhancements. Coordinated large-scale system/user acceptance tests. Led technical team through all phases of System Life Cycle development process. Infrastructure Analyst 12/95 – 11/96 Provided desktop support for 120 users a variety of platforms. Assisted in the conversion of the LAN from token ring to Ethernet. Business Analyst, Travel Services 10/94-12/95 Project Manager for the relationship between corporate travel services and business units, analyze and report data, monitor compliance, and develop/implement/recommend cost savings plans. Supported Executive Travel Reservations Team including reporting, compliance and all reservations. Worked with Chief Pilot and Maintenance Team in coordinating executives trips on the EDS fleet out of Love Field.

New Orleans/ Dallas Fort Worth

Passenger Service Agent Accountable for passenger services, on-time operations, and coordination of catering, aircraft cleaning, and flight crews.Lead Customer Service Agent – Ground OperationsResponsible for ramp personnel shift scheduling for a team of 20 and peer reviews. Coordinated training for both aircraft safety and hazardous materials. Responsible for aircraft load capacity and load balancing and working with inflight operations. .

Education record

Bachelor Of Science (B.S.), Marketing

Bachelor Of Business Administration - Bba, Marketing

Bachelor'S Degree, Marketing

Bachelor Of Science - Bs, Marketing