Gregory Oylear Email & Phone Number

Seattle, Washington, United States

Seattle, Washington

Culver City, Ca

Costa Mesa, Ca

Joined team during rapid growth phase; hired by CIO to overhaul technology operations, instill standards and practice, and align support capabilities with needs of 24/7 wireless operations. Installed best-in-class talent and implemented culture committed to customer experience, powering integrated service delivery and rapid issue resolution for customers. CUSTOMER EXPERIENCE: Partnered with Customer Care to correct significant gaps in customer experience, resolve repair lags and eliminate repetitive issues. Rolled out real-time notifications and post-response root cause analysis.CREATING EFFICIENCIES: Centralized IT spend, harmonizing budgets and resources around unified objectives to achieve tighter vendor control, enhance budget visibility, and produce true cost of ownership metrics. CROSS-FUNCTIONAL COLLABORATION: Improved continuity across service pillars in fast-paced environment challenged by lack of repeatable processes. Engaged teams in shared purpose by creating a culture of accountability.

Greater Los Angeles Area

Recruited to oversee operations. Partnered with Muve Music CIO to manage entire SDLC, from design and engineering through quality, testing, release management, market deployment, and ongoing product refreshes for the Muve Music Mobile application. Responsible for technical operations, settlement/payment solution, music catalog and quality assurance.CUSTOMER EXPERIENCE: Partnered with Product and Customer Care organization to manage and prioritize defects/issues and eliminate Customer Experience gaps.SERVICE DELIVERY STRATEGY: Built and led operations and support team serving carriers and customers throughout the Americas. Reduced team size by 50% while improving operations and delivery KPIs through strategic leadership. MANAGING GLOBALLY DISTRIBUTED RESOURCES: Implemented on/offshore managed service model for QA testing, which slashed department expense 30% with zero impact to quality.

Greater San Diego Area

Managed enterprise testing/QA encompassing integrated applications across customer care, billing, middleware, Oracle ERP/HRMS, data warehousing, BI/reporting, and external interfaces with 3rd party vendors. Charged with driving lifecycle improvements through standardized governance, streamlined processes, and ITIL-compliant procedures. TESTING & RELEASE MANAGEMENT: Established Testing Center of Excellence and 24/7 testing capabilities. Achieved zero defect delivery goal, accelerated time to market, and drove 33% cost reduction.RELATIONSHIPS: Established excellent internal/external cross-functional relationships critical to team success.

Orange County, California Area

Served as the primary production operations interface between the Prepaid business (Care, Marketing, Product & Sales) and IT & Network application owners across two networks, which includes billing, care, session control, storefront, messaging platforms, digital media, call tones, credit card billing, call center icm/ivr, integrated application content partners and self-service care applications. Managed and coordinated closely with Business Readiness team for implementation/test/support of all prepaid monthly software builds and major release deployments. Managed a team of 20 resources responsible for day to day operations, issue management and vendor management activities for outsourced technology providers. Primary outsourced vendors included BCGi, Telcordia, Vesta & Amdocs.

Reston, Va & Overland Park, Ks

Responsible for managing Sprint IT’s Billing outsourcing contracts with Amdocs, Convergys, BCGi, Qpass, Telcordia, GXS, Verid, Neural. These contracts represented more than 70 percent of the overall organization’s total spend. Specific responsibilities include sourcing new suppliers, negotiating contractual terms including pricing and performance targets, monitoring supplier performance, issue management, dispute resolution, regulatory compliance, contract governance and coordination of supplier operational review meetings.Managed the Finance team responsible for budgeting, accruals, payments and SOW's.

Reston, Va

Managed a team responsible for operational support of Oracle Financials, Discoverer, ADI and the Applix TM1 reporting tool. Served as the primary interface to the IT Organization on behalf of Finance for daily operations, change management, trouble ticket management, monthly operational reviews and SLA’s.

Bellevue, Wa & Reston, Va

Managed a team of business analysts responsible for supporting, maintaining and upgrading/customizing the following applications: Oracle General Ledger, Oracle Payables, Oracle Fixed Assets, Oracle Discoverer and Captura’s Expense Management. Responsible for gathering requirements, testing, implementing systems, maintaining project plans and delivering projects on time and within budget.