Christopher S. Email & Phone Number

St Petersburg, Florida, United States

Focus on end-to end standards initiatives to drive acceleration and automation opportunities forenhancements to the overall customer experience. Partnerships across many teams within Enterprise, Kinetic and Wholesale business units will be leveraged to address areas of opportunity through people, process and/or technology that introduce data integrity or fallout issues. Some areas of focus include manual vs automated process flows by product or process to ensure standard configurations are captured and monitoring of such product is completed in a repeatable manner. The specific initiatives will include leading large complex process improvement programs, data analysis, and process consulting among other duties with the goal of improving company profitability through the successful implementation of standards initiatives and implementing automation.Role responsibilities include:Plan, perform, and implement process improvement initiatives (such as Lean or Six Sigma).Diagram and evaluates existing design processes.Document cleanup steps for fallout opportunitiesDevelop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.Collect data to identify root cause of problems.Measure performance against process requirements.Align improvement to performance shortfalls.Provide consultation on the use of re-engineering techniques to improve process performance and product quality.Deliver presentations and training courses including measurement, analysis, improvement, andcontrol.Survey and analyzes best practices for techniques and processes.Communicate team progress.Perform cost and benefit analyses.Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.Demonstrate good judgment in selecting methods and techniques for obtaining solutions.

Remote/Multistate

• Supported all service delivery teams to provide workflow for customer orders through multitude of systems that provide workflow and roles for teams to configure network devices to meet customer requirements.• Worked with Scrum teams to provide requirements for service delivery teams in relation to system development.• Reported to executive management for deployment updates, collaborated with marketing leads and IT management to communicate system requirements, approve requirements, test development in test environment, and deploy product into production workflow. • Trained and communicated needs for products introduced to workflow to ensure all teams provided correct work for their role in providing completed product ready for customer.• Led service delivery teams SME's to collaborate with IT on integration projects. • Investigated business processes and closed gaps related to integration of systems. • Followed project management methodology (agile and waterfall), led service delivery teams to document changes to business process, ensured data integrity, and validated testing results prior to integration.• Guided functional core teams to meet company goals and objectives set for migration projects and confirmed successful implementation.• Drove gap analysis with IT and performed process analysis.• Created testing plans and led team of user acceptance testers from service activation and translations functional areas.• Led team to perform data clean up.• Provided escalation support for user acceptance testing and process issues.• Created training program for service delivery teams, including scheduling and delivery.• Developed reporting and distributed to leadership for, tracking UAT test cases, orders, backlog, etc. • Managed communications to impacted teams within service delivery.

Multistate

• Led staff of network test and activation specialists responsible for review and preparation for customer service activation events for hELNK workflow as it integrated into company workflow.• Supported integration from merger of company’s migrations for system, network, and services. • Provided direction to staff through direct leadership, planning, and organization to promote great customer experience. • Worked closely with various internal departments while building strong and healthy relationships to ensure continuity of work flow and attainment of service delivery goals.• Participated with process management teams in making suggestions to improve efficiency and shorten intervals to minimize interconnect costs with LEC’s. • Strove to standardize activations across all heritage systems and networks to implement easily-repeatable standard.• Identified ways to avoid consistent error causing direct negative impact to customer’s overall experience.• Led team to recover company assets in timely fashion keep lean process and prevent revenue loss.

Multisite

• Managed multiple teams simultaneously• Managed staff of network engineers (technical design, data, disconnects, voice, and activation teams) responsible for customer orders for service delivery from order enrichment to implementation.• Provided direction to staff through direct leadership, planning, and organization to promote great customer experience. • Worked closely with various internal departments while building strong and healthy relationships to ensure continuity of work flow and attainment of service delivery goals. • Participated with process management teams in making suggestions to improve efficiency and shorten intervals to minimize interconnect costs with LEC’s. • Strove to standardize activations across all heritage systems and networks to implement easily-repeatable standard.• Identified ways to avoid consistent error causing direct negative impact to customer’s overall experience. • Led team to recover company assets in timely fashion keep lean process and prevent revenue loss.

Multisite

• Directed staff of service activation specialists responsible for customer service activations on various network systems/elements. • Provided direction to staff through direct leadership, planning, and organization to promote great customer experience.• Worked closely with various internal departments while building strong and healthy relationships to ensure continuity of work flow and attainment of service delivery goals.• Participated with process management teams in making suggestions to improve efficiency and shorten intervals to minimize interconnect costs with LEC’s. • Strove to standardize activations across all heritage systems and networks to implement easily-repeatable standard. • Identified ways to avoid consistent error causing direct negative impact to customer’s overall experience.• Led team to recover company assets in timely fashion keep lean process and prevent revenue loss.

Charlotte, North Carolina

• Managed staff of translations specialists responsible for timely submission of disconnect tasks in various network systems and removal of configurations on routers and other network elements.• Provided direction to staff through direct leadership, planning, and organization to help decrease disconnect interval. • Worked closely with various internal departments while building strong and healthy relationships to ensure continuity of work flow and attainment of service delivery monthly goals.• Participated with process management teams in making suggestions to improve efficiency and shorten intervals to reduce interconnect costs with LEC’s. • Strove to standardize disconnects across all heritage systems. • Determined ways to avoid disconnects in error to improve customer’s overall experience. • Identified limitations enabling reduction of credits issued due to disconnect order delays. • Led team to recover company assets in timely fashion to minimize credits or adjustments.

Charlotte, North Carolina

• Built customer configurations on Cisco Provider Edge routers. • Designed customer circuits in MSS for network elements such as voice, data, and DACS equipment for various access methods such as T1, DS3, and Ethernet. • Supported complex customer migrations from various platforms and completed application design to ensure move did not disrupt service/features to clients. • Coordinated resolution of issues with various departments; followed up with appropriate departments as required on status and resolution. • Identified process gaps and training needs for department. • Managed and troubleshot exceptions including technical configuration issues with equipment and various network elements negatively impacting intervals and quality of customer installations. • Provided 2nd Level support for NOC, operations, and solutions engineering on trouble issues. • Supported customer pretest and turn-up activities as required.

North Baltimore, Ohio

• Supported stable operation of WAN/LAN computer network, including planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. • Diagnosed, resolved, and documented hardware and software network problems in timely and accurate fashion, and provided end user training and support where required. • Specified and purchased technical equipment and negotiated pricing and contracts for third-party vendors supporting IT needs.

Education record

Business Management

Computer/Information Technology Administration And Management