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 governance.Skills: People Management · Microsoft Power Automate · Business Process Improvement · Data Analysis · Matrix Management · Business Operations · Finance

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.• Enabled operational improvement through the strategic management and analysis of business drivers and practices.• Propelled change through collaboration on the strategic development and management of performance measurements and control systems.

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• Also managed Life Cycle Performance Management team

Ba, Government

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

Education record

Education record