Dan Hedge Email & Phone Number

Little Rock, Ar, Us

- Spearhead strategic initiatives for product development and launch, to enhance fiber Internet and voice services.- Lead contract negotiations, to increase customer satisfaction and revenue growth through value-added service bundles.- Develop and execute comprehensive product transformation strategies, to optimize existing products and innovate new offerings.- Build strong relationships with key stakeholders across departments, fostering collaboration and alignment.- Conduct thorough analysis of product portfolio, market dynamics, and competitive landscape to drive growth.- Lead cross-functional teams, fostering a culture of collaboration, innovation, and accountability.- Implement change management plans to ensure smooth adoption of new processes and tools.- Establish performance monitoring mechanisms for tracking progress against goals and KPIs.- Communicate progress, achievements, and challenges to executive leadership and stakeholders.

Little Rock, Ar, Us

• Identify customer needs & analyze competitive environment to inform market plans for converging SD-WAN/SASE markets• Define & provide direction into activities and priorities for development & operational teams focused on the product• Understand customer experience & market requirements to drive documented solutions for the development team• Understand the technical capabilities and feature/functionality of the offering to translate for sales/customer consumption• Perform User Acceptance Testing on systems for features and functionality and provide signoff and approval for release• Develop data driven models to drive product growth, prioritize development, and build/maintain product roadmaps

Dallas, Texas, Us

• Change agent champion for the agile organization and a servant leader to multiple Scrum teams - an expert at implementing, training, and executing Agile & Scrum practices, and principles• Professional and master at Scrum adoption, impediment removal, and enablement with responsibility for driving continuous improvement • A leader that continually challenges the business to be more agile, think outside the box, and drive towards a true Scrum at Scale framework• Effective at guiding and coaching teams towards self-organization and continuous improvement by adapting approaches and communication styles to fit varying contexts and situational needs• Willing to raise issues, challenge the status quo, and be relentless at removing barriers between teams and stakeholders to deliver data-driven solutions to the executive committee

Dallas, Texas, Us

• Led strategic initiatives that were designed to enhance customer experience when customers were impacted by service-related issues while realizing cost savings • Supervised a team of strategy specialists using scrum and agile techniques to ensure initiatives were progressing effectively and efficiently• Served as the strategy point of contact for technical support and advanced technical solutions to align initiatives with the overall company vision, while maintaining stakeholder updates and endorsements• Maintained partnerships with all partner groups within Frontier and Vendor companies to ensure multi-organizational projects excelled • Managed JIRA entries and coordinated with all digital workstreams and personnel relative to the efforts to deliver minimal viable products • Responsible for overall initiatives, from discovery phase to the implementation of the tested and verified solution (Owned the full life cycle)

Dallas, Texas, Us

• Strengthened our company and improved our position through the integration of artificial intelligence and automation • Had full accountability, responsibility, and ownership of scrum team results as outlined by the key initiatives and senior leadership team• Introduced a new way of thinking, acting, doing, and responding through agile and lean methodologies to achieve successful results in our organization• Drove extraordinary value for our company by working on the most important strategic priorities that maximized return and customer value – implemented call deflection mechanisms for the IVR and .com space that deflected 1.3 million calls and 83K chats, accounting for $31,472,415.00 in cost mitigation for 2019; this will continue year over year • Acted as a key instrument in the transformation process for the company by pioneering solutions on strategic initiatives through actionable analytics • Determined and discovered answers to real problems across the footprint and implemented scaled solutions – identified several additional core initiatives that will realize $4,306,922.00 in annual cost savings through non-productive dispatch reductions and call deflections • Partnered with subject matter experts across multiple business disciplines to negotiate improvements in the way things were being conducted

Dallas, Texas, Us

• Maintained a constant understanding of the state of Frontier’s network to deliver concise information on network incidents to the entire company and leadership team • Effectively coordinated troubleshooting efforts during outage bridges to meet Service Level Agreements (SLAs) agreed upon by the organization • Continuously prioritized dynamic workloads based upon the state of the network and force to load models to effectively maintain a network with more than 99.9% uptime • Mentored Tier 1 resources in troubleshooting, technical knowledge, and leadership development to promote growth and opportunity within the company • Coordinated and grew partnerships with many organizations including Tier 2, Advanced Technical Support, Technical Support Operations, Commercial Customer Support Center, Field Operations, Engineering, and Network Architecture• Utilized, managed, and maintained network and performance monitoring tools to ensure network reliability and fast trouble recognition (Tivoli Network Performance Manager, Netcool Configuration Manager, other Simple Network Management Protocol based systems)• Ensured Root Cause Analysis documents were completed on time and the recommended process changes were effectively implemented – maintained a repository of all the network outage RCAs • Managed staff, schedules and training for the Tier 1 Incident Management organization – drove performance variables • Collaborated with all NOC leaders to maintain and refine processes and procedures – implemented new policies and synthetic alarms to align the organization with a new business direction

Dallas, Texas, Us

• Establishment of transport network operations management team to include surveillance, monitoring, and repair to virtualize the organization across 3 of the NOC sites (Ashburn, Allen, St Pete) • Experienced with regulatory and legal issues associated with governmental regulation of telecommunications services – ensured the proper FCC reporting was cared for in a timely manner • Developed quality improvement reviews for decision-making using data analysis and stack ranking of the organization • Outlined tech processes and techniques for team building to maintain strong working relationships with other staff and partners- internally and externally in the virtual environment • Demonstrated understanding of the role and impact of cross-functional departments and their relative impact on company initiatives – served as the liaison between the Commercial Organization, Network Operations, and Engineering • Developed an achievable set of network performance objectives for the organization and then measured performance against those metrics – targeted call handle time, alarm response time, and average time to ticket • Provided periodic assessment of key operational issues and potential problems to upper management and then delivered solutions to improve the operation

Dallas, Texas, Us

• Responsible for all day to day operations in the NOC including the management & maintenance of the Frontier network and execution / delivery of action plans – held daily calls with entire organization on the state of the network• Accountable for creating and driving all Key Performance Indicators (KPIs), center directives, and budgeting to improve operational efficiencies and network performance – maintained an activity-based budgeting system • Provided concise and clear strategic direction for supervisory and technical staff utilizing the superior synergies and culture instilled in the work environment – held townhall meetings and virtual discussions for continuous improvements • Led business engagements with internal customers, vendors, and other leaders to leverage relationships and drive operational excellence – formed new partnerships with vendor leaders to deliver training • Led initiatives for process improvements and team projects to enhance the various functional components of network administration – drove the organization from an alarm-based organization to a ticket-based organization • Was responsible for all human resource related decisions including staffing and disciplinary actions with the union • Hired a staff of 3 supervisors and 27 contractors who were later converted to full-time IBEW union employees • Integrated the processes and policies for the 4 Network Operation Center locations for heightened performance and ability for redundancy – created a business continuity and emergency response plan

Dallas, Texas, Us

• Ensured day to day operations and productivity remained within acceptable levels to include insurance of optimal customer service for our core business – wireless carriers, federal/state/municipal government entities, and enterprise businesses • Removed any barriers encountered during the repair effort both internally and externally to maintain customer satisfaction and service levels• Collaborated with our training group and center management in monitoring technician skill levels, team schedule adherence, attendance, and compliance with center performance measures and metrics• Ensured technicians were appropriately trained, following correct procedures, and maintaining a high degree of quality across the virtual landscape – 2 centers in WV and 2 centers in NY• Monitored quality and production goals; monitored and assisted in managing the workload to the team; and reviewed/coached the importance of availability, quality of performance, service levels, and other objectives and goals • Analyzed daily performance activities, utilizing reporting systems to provide on-going performance feedback to the technicians – leveraged performance improvement plans whenever necessary• Drove an initiative to build a more robust billing process for billable support from the commercial circuit technicians that generated over $600k annually

Dallas, Texas, Us

• Worked with other center leaders and with the center team in managing daily work assignments and workflow to include the delivery of a new automated call distribution system • Was responsible for creating and maintaining individual technician development plans and routinely conducted performance reviews with each team member – coordinated on average 48.5 hours of training to each team member• Crafted reporting around system malfunctions / performance issues to appropriate IT Operations management team; identified $450k in cost mitigation for non-productive dispatches • Assisted technicians with problem resolution and troubleshooting to resolve customer issues - answered technical and procedural questions; maintained working knowledge of all systems and processes • Addressed escalated calls and transactions from customers by providing resolution and consistent communication • Performed administrative tasks, including preparation of reports, reviews and other necessary documentation• Spearheaded a billing recovery effort for our commercial inventory that generated $129,943.00 in monthly recurring charges (MRC) and $2,112,153.00 in one-time charges (OTC) for 2012; and another $2,557,505.60 OTC and $147,382.88 MRC for 2013

Huntington, Wv, Us

Received MBA and MS HRM from Marshall University Graduate School.

Huntington, Wv, Us

I completed my Undergraduate degrees in Management and Marketing.

Dallas, Texas, Us

• Strongly concentrated on customer service and customer satisfaction • Determined technical issues experienced by customers and resolved them • Managed daily operations and maneuvering of technicians • Tactically and creatively dealt with problematic issues in coverage area • Resourcefully and ethically utilized technician’s abilities

Plano, Texas, Us

Managed POS systems and inventory controlResponsible for inventory tracking and restockingPerformed logistical analysis based on customer shopping trends to develop new product layouts and determine most marketable locationsTracked daily sales and provided reporting to senior managementManaged sensitive customer information to include credit reports, orders, and statistical information;

Performed basic maintenance to the facilities and coursePerformed basic upkeep of the greens

Managed day to day operations of the companyResponsible for attendance tracking, vacation, payroll, and employee benefitsMain point of contact for vendor management and contract negotiationsResponsible for the company's quality control and audit process

B.B.A, Management

B.B.A, Marketing

Master Of Science (M.S.), Human Resources Management/Personnel Administration, General

Master Of Business Administration (M.B.A.)

Digital Marketing Certificate Program, Digital Marketing And Transformation