David Howard Email & Phone Number

RTP, North Carolina

• Managed Business Operations for CX Renewals and Growth organization with responsibility for Quarterly Business Reviews, KPIs/metrics reporting, data analytics and insights, business processes and financial.

RTP, North Carolina

• Similar responsibilities as previous role, but in the capacity of People Leader.
• Lead Business Operations team specializing in KPIs/metrics, data analytics and insights, business processes and compliance.

RTP, North Carolina

• Functioned as Chief of Staff to Sr. Director of CMS Global Delivery.
• Primary orchestrator for CMS delivery functions related to strategy, cost management, projects, data, and deliverables.
• Planed, executed, and accelerated the financial and business performance of CX Centers to enable transformation and profitably grow the business.
• Partnered with service delivery and business leaders to tactically provide expertise in constructing forecasts, recommendations, and strategic plans based on business data.
• Managed, lead and supervised business analytics to achieve overall business and company objectives.
• Delivered business insights and recommendations utilizing analytics, predictive modeling, observations and business knowledge.

RTP, North Carolina

• Leadership responsibility for Video Operations Service Delivery within the CMS Global Delivery Center directly supporting customer engagements
• Leadership of a global organization consisting of operations managers, team leads and service delivery engineers
• Ongoing optimization of service delivery and resource utilization

RTP NC

• 24x7x365 network operations service delivery responsibility for global Unified Communications and Data Center clients
• Led global team of engineers and support staff, coaching, developing and retaining top talent on a high-performance team
• Responsible for end-to-end customer experience and overall customer satisfaction

Cary, NC

• Manager of GNOC (Global Network Operations Center), a dedicated 7x24 operation.
• Management of customer’s global WAN, WLAN, Extranet and Internet estates consisting of over 5500 network devices across 800 locations in 67 countries.
• Operated Incident Management, Change Management, Capacity and Performance Management, Problem Management programs.
• Managed 2nd level Technical Support team of senior network engineers.

Cary, NC

• Group Manager of GNOC (Global Network Operations Center), a 7x24 operation consisting of five managers and eighty engineers operating in a variety of different locations
• Responsible for management of a global bank's WAN, LAN, Firewall Complexes, DNS/DHCP and IP address administration
• Operated an ITIL compliant Service Desk, Network Operations Center, 2nd Level Technical Support function and Life Cycle Performance Management
• Management of over 13,000 network devices in over 50 countries
• Support of critical trading floors, data centers, other large bank locations, commercial lending sites, bank branches and ATM sites

Cary, NC

• Responsible for Managed Services Operations pre-sales business organization
• Developed custom operational support solutions and pricing for approximately 100 RFP and bid responses per month
• Worked with Business Development and Finance in contract negotiations with prospective customers
• Provided sales support and represented Operations in executive level meetings with existing and prospective clients
• Defined requirements associated with new business objectives, projects and organizational operations
• Drove down costs to offer competitive pricing and grow managed services business

Ba, Government

• Bachelor of Arts degree in Government, 1989. Concentration of courses in International Relations. Graduated with Cum Laude honors.

Education record

Education record