Responsible for leading Product Integration team within Customer Operations: • Point of contact for all product, engineering, and network operations changes that impact customer operations • Coordinate integration activities for customer operations in support of all product deployments • Facilitate all end to end program management activities for all residential and business product, engineering and network operations sponsored initiatives which impact customer operations • Accountable for the testing, validation and certification of product and services to ensure they meet operational expectations and provide a positive customer experience • Complete launch readiness assessments and post support planning and execution to ensure expected roll-out to impact markets • Monitor change activity to investigate reported issues to identify issues with deployed product or service • Act as single point of contact for issues and mitigation planning for customer operations • Weekly planning review sessions with operational readiness and customer operations team to ensure awareness of planned changes and readiness planning • Act as primary point of contact to validate all Operational Task Force Requests "OTF" • Work with change management teams to provide feedback and standards for OTF's • Create summary of weekly OTF's to be present to Customer Operations team

Lead enterprise change management team planning and service readiness validation efforts:• Lead team focused on creation and distribution of master program calendar of customer impacting dates (Customer Impact Radar). • Weekly distribution of enterprise daily, weekly, monthly view of all customer impacting change activities • Support regional operations and care tactical planning • Support technology organization ability to optimize future deployment dates • Identify and flag any major project conflicts for resolution • Technical and field readiness assessment utilizing employee and or customer, end to end Beta / Alpha testing of priority program to ensure rapid, and consistent validation of new products and services being deployed in customer homes •Provide end to end management of validation plans utilizing employee and customer testing • Ensure technical and operational change acceptance of new products and services prior to deployment • Provide readout of service readiness validation with PMO team to senior leadership to support launch approval • Enterprise Level 1 Event Management •Led overall readiness planning efforts for cross functional enterprise impacting major events •Pay per view events with projected 50K buys or greater • Arris security issue resolution planning • Super Bowl 50 / Olympics

Led Critical Infrastructure planning and business operations team which provided centralized support to Edge, National/Market and Business Class Data Centers operations:• Lead Edge 2018 program focused on optimizing the Edge infrastructure by transforming the existing heterogeneous mixture of Hub sites into a strategic Edge topology designed to reduce risk and operating costs while increasing our ability to meet customer needs. • Focused on Hub collapses / new builds, expansions • Utilization of Hub Design standard to drive the scope of new initiatives to guarantee the facility complies with the standard. • Prioritize sites based upon measurable operational efficiency, reliability and resiliency criteria• Manage CI Budget creation, management, and monthly reviews / reporting process for overall CI organization • Develop, implement, and management of one intake process support equipment installation requests for the CI organization supporting National, Market Data Center and Edge sites • Development of Tower strategy including ongoing management of collocation process, facility support, and decommissioning/sell recommendations

Report directly to RVP of Finance/EPMO for integration of Insight Communications acquisition. Led program management effort for prerequisite projects required for migration of Insight Communications subscribers to Time Warner including:• Creation and management of 12 month initiative for migration of time-division multiplexing telephony product “~70k subscribers” representing ~100 M annual revenue to VoIP telephony service with primary focus on minimizing service and revenue loss. - 95% of TDM Customers migrated to VoIP service excluding normal churn - ~ 7% increase of in customer account revenue• Managed Implementation of new contractor remittance process resulting in ~10% savings of overall technical contract labor costs. • Managed internal and vendor team for deployment of Arris WorkAssure Workforce Management Platform resulting in improved operational efficiency and consolidation of dispatch organizations.• Led project team comprised of internal and vendor resources focus on deployment of HBOGO TV Anywhere solution resulting in ~8% penetration within first 12 months.

Reported directly to SVP Project Management/EPMO for Strategic Initiatives.Managed team of direct reports including internal and contract/vendor project management. • Provided monthly onsite program review of strategic initiatives to COO & Senior Leadership team focused on schedule, critical path, risk assessment and corrective actions if required. • Identified initiative scope, budget, schedule, resource requirements and implementation plans in conjunction with product management SVPs and vendors. • Acted as cross functional leadership interface to legal, field, marketing and engineering teams to ensure project schedule agreement, budget controls, prioritization, documentation of project goals and implementation plans. Some notable projects include: - Led program management of outsourcing of 1.6 million residential and commercial email accounts to Synacor. Presided over multiple project initiatives including customer mailbox application development, customer communications, migration of accounts, internal and external operational support plans. - Directed project team of internal and vendor resources for rapid prototyping and rollout of residential online bill payment solution. ~30% customer account penetration achieved and 12.5% of registered accounts selecting paperless delivery after 18 months. - Led cross functional team of internal and external ITAAS resources for prototype development and deployment of EBIF Caller ID on TV solution to VoIP telephony customers in Lexington KY market. - Managed cross functional team for development of commercial cell tower backhaul support product offering. Facilitated development of engineering and operations support plan. Managed Verizon cell tower rollout of 115 Sites working with teams from Verizon, LG&E, local backhaul, and local market fiber construction teams.

Reported directly to SVP U.S. Communications, Media & Entertainment IndustryResponsible for business development and fulfillment of communication industry projects. Hired and managed team of internal and contract resources focused on fulfillment of client strategic initiatives.Notable projects include:• Client: Insight Communications, January 2007 – May 2008 PMO for Insight Communications Go It Alone VoIP telephony deployment for 5 markets with ~1 M homes passed. Developed cross functional plans for multiple projects requiring legal, engineering, billing, customer and technical operations teams. Worked directly with product development team to manage budget and deploy corrective action where necessary to meet ambitious rollout plan.• Client: Mediacom Communications, November 2007 – January 2008Completed development of in-depth cost and feasibility analysis for VoIP Telephony service Go It Alone deployment model vs. existing Sprint Telephony service. Presented recommendation and risk assessment to Mediacom CEO & senior management team. • Client: Comcast Communications, June 2006 – December 2006Technology project lead for Comcast North Central Customer operations restructuring plan. Lead effort to design Avaya call center routing and workforce management for new distributed operations model. - Interfaced with Comcast executive staff to develop Avaya routing requirements and \ recommended design exploiting Avaya Advocate technology. - Developed Aspect work force management operational strategy and M&P Documentation

Reported directly to SVP Customer Operations Managed rapid growth customer support start up environment. Transformed previously unstructured customer support organization to well ordered, high performance team. Notable projects and/or accomplishments include:• Created customer operations management hierarchy, job descriptions, hiring practices, training requirements, performance scorecard to evaluate agent/supervisor/manager performance. • Manage growth of Domestic call center organization from ~100 to ~750 agents.• Managed migration of all level one customer care and technical support functions offshore to support organizations in India, Philippines, and Argentina.• Managed relocation and transition of customer operations to new facility.

Reported directly to Vice President Communications Industry Practice Responsible for business development and fulfillment of communication industry projects. Hired team of communication industry resources focused on sales and fulfillment of MSO implementation, operations statements of work. Projects include:• Client: Mediacom Communications, 2004 Served as technology project lead for deployment, testing and rollout of Interactive intelligence I3 platform to 20+ sites.• Client: Bresnan Communications, 2004 Completed development of regional customer operations restructuring plan utilizing onsite research and analysis. Presented recommendation and risk assessment to Bresnan CEO & senior management team. • Client: Mediacom Communications, 2004 – 2005Served as project lead for development and operational support planning to support rollout of Sprint VoIP Telephony product. - Lead project effort for development and deployment of residential customer and technical telephony operations and support processes and procedures

Reported directly to Vice President Customer CareManaged centralized national customer support initiatives focused on advanced support offering and sales. • National Director, Advanced Products Customer Operations 2001 – 2003Responsible to expand and execute national customer support strategy. Managed service quality across two 24/7 call centers with ~ 1,000 agents - Consolidated 10 standalone technical support call centers reducing overall care costs by 22% over 3 year period and improved subscriber per agent ratio by 42%. - Exceeded revenue objectives for national sales organization by 18% • Director, National Support Operations 1998 – 2001Focused on growth national support operations to support rapid growth in high speed data, resale paging and long distance product lines. - Restructured residential broadband call volume from regional sites to national call center resulting in a 30% reduction of escalated calls. • High Speed Data Customer Service Manager 1996 – 1998 Customer Responsible for creation of centralized technical support organization focusing on residential customer high speed data and installation support.

Commercial Repair Manager – Rochester, NY 1996Customer Service Technology Manager – Rochester, NY 1995 – 1996Customer Service Technology Manager – Burnsville, MN 1994 – 1995Wholesale Network Optimization Manager – Rochester, NY 1993 – 1994Network Engineering Analyst – Monroe, NY 1989 – 1993