John Fellows Email & Phone Number

United States

medically retired due to renal failure of legacy transplanted kidney from living family member.

Greater Seattle Area

Investigated ways to improve existing processes and fixed pain points through automation, streamlining, and shared servicesIdentified and defined key performance metrics for batch processesWorked with tech partners to build business and functional requirementsCommunicated and trained the future state processes to operators and users of the new processesMeasured the outcomes and outputs of projects and process improvement endeavors and leverage quantitative results to inform direction of the businessEngaged with stakeholders to document current state process maps and procedures inclusive of required variations due to legal or contractual requirementsStandardized and operationalized the contracting, billing, pricing, and new offering processes for ASP Managed Services, including enhancements, SOP updates, and service-wide roll-outsLed and managed service-wide projects through planning, development, launch, stabilization and close

Bellevue, Wa

DevOps Delivery Director for third party consulting firm managing multiple lines of mobile web app dev in the retail space.Managed 16 Scrum teams and multiple Agile Technical PMs.Collaborated with regional Sales Staff on the technology and service delivery aspects of business development strategy implementationCollaborated with Centers of Excellence (COE) to pursue client business opportunities and develop proposalsProvided broad oversight to all aspects of TMO service deliveryDeveloped and negotiated/renegotiated contracts/SOWs with assigned clients.Collaborated with Recruiting Staff on delivery staff pipelineCollaborated with Accounting to ensure billing accuracy and timelinessSelected and supervised Client Engagement Directors/Manager for each assigned client.Selected and oversaw Delivery staff (Interviews and hiring)Technical Staff management and oversight, reviews, bonuses, increases, hiring/firing in compliance with Policies and ProceduresService Delivery according to contract specifications and SLAsOngoing interaction and client relations with customersCoordination with PMO and Process Leadership to develop appropriate client delivery process, and oversightDefinition, justification and staffing of support/overhead/shadow roles necessary for client deliveryOpportunistic development/evolution/expansion of our delivery and service offering to meet assigned client needsDelivered KPI commitments as agreed to annuallyRecurring status and KPI reporting to Line Management

Bothell, Wa

• Transformed traditional Tier I/II/III operations team into an application/infrastructure total ownership model. Services provided included batch/automation, monitoring, dash boarding, perf tuning, change management, and issue resolution solutions across multiple custom and packaged applications• Batch / automation services resulted in over 12 prod operations FTE savings due to elimination of custom batch scheduling tools, automating startup/shutdown procedures, and implementing auto-resolution routines.• Developed and deployed Tier III Project Operations Team to increase the quality of critical, large-scale enhancing and sustaining projects while reducing warranty period transition• Managed AT&T’s mission critical network and consumer supply chain and finance ecosystem that includes one of the world’s largest R12 Oracle ERP platform• Led a ‘follow-the-sun’ 24/7 organization of 120 that included Tier I/II/III functional/tech analysts, developers, incident managers, release/deployment managers, dbas, with teams on multiple continents• Developed and optimized multiple FTE/Outsourced (onshore/nearshore/offshore) models for operational and cost efficiency• Collaborated closely with teams within and outside of IT including ITO Operations (SA, Storage, PDBA), PMO, Business Users, Finance/Marketing, Integrated Application Teams, Legal, Vendors, etc., to deliver and maintain systems that meet user’s expectations and SLAs, maintain corporate compliance, and deliver business and customer value• Worked with key partners like Apple, Samsung, and Oracle on critical product launches to ensure a smooth consumer buying experience both online and in store• Led dashboard effort to provide real time, end-to-end monitoring of key launch device sales over 25 consumer supply chain channels• Negotiated multiple million+ dollar vendor agreements and developed new hybrid vendor support models to ensure our vendors evolve with AT&T infrastructure and support needs

Bothell, Wa

• Managed multiple teams overseeing operations of AT&T’s Direct Fulfillment, Oracle Planning, Oracle R12, JDA Order Lifecycle Management, Sourcing, Device Lifecycle, OrderTrack, and Batch Automation (UC4/Automic.)• Implemented unique total ownership support model blending three tiers of support, increasing efficacy of problem resolution and issues management overall • Managed 24x7 launch support and triage (outage Management) processes overall• Owned 24/7 support, business process monitoring, maintenance window management, deployment planning and execution, application performance management, infrastructure project management (OS upgrades, various batch schedule tools, monitoring tools, unix to linux migrations), operational readiness testing for large scale project deployments, retail launch planning, customer engagement, executive communications, compliance management (user access, SOX, audit, security, Disaster Recovery, etc.), architecture planning and strategy. • Responsible for Service Requests created by personnel for direct engagement with Oracle’s SSC. • Presented, developed and led executive alignment groups with the internally and externally with vendors. Developed robust repeatable communication plans with stakeholders engaging in seminars, work sessions, weekly alignment meetings, issues management meetings, and project readiness alignment• Established and enforced Remedy ticket SLA’s for 7 teams • Negotiated contacts with Software companies for licensing, support, and terms• Managed various capital resource agreements with vendor management including requisitioning, payment, escalations, hiring

Tampa, Fl

Independent Consulting Services for various Mobility Carriers throughout the Continental United States.Nextel Communications • Next Generation Service delivery using integrated platforms with convergent billing• Assessed infrastructure implications• Established and managed the Road-Map• Conducted Feasibility Study• Created and managed budget• Lead technical break-out sessions with executive stakeholders• Delivered recommendation to VP’s and C-level executives• Conducted interviews with key players for deliveryT-Mobile Communications • Created Post-Implementation production readiness plan• Identified gaps between the OSS (Billing System) testing infrastructure and the source mediation systems• Worked with Implementation on end to end user issues• Worked with Amdocs to identify code issues between the server side and CSM • Proposed and executed appropriate issues resolution• Delivered to the Program Office final impact assessment prior to launch• Primary role as Engagement Manager • Managed 8 project managers and teams• Led the program office responsible for project planning, issues management, communications, status reporting, risk management, and work management, and deliverable quality control• Created and managed integration SIS (short interval schedules)• Presented, developed and led executive alignment groups to phased implementation approach• Managed each phase of the program/projects plan• Analyzed information, synthesized solutions• Presented executive management with recommendations• Trained and oversaw Operations Integration staff in phases of implementation• Developed a program plan defining scope, milestones, budget, staffing requirements, and deliverables• Created reports and presentations for executive management to develop a common vision driven by business goals and objectives

Dallas, Tx

US Cellular Program/Engagement Manager Billing & Care Assessment • Primary role as Engagement Manager • Managed 8 project managers and teams• Led the program office responsible for project planning, issues management, communications, status reporting, risk management, and work management, and deliverable quality control• Created and managed integration SIS (short interval schedules)• Presented, developed and led executive alignment groups to phased implementation approach• Managed each phase of the program/projects plan• Analyzed information, synthesized solutions• Presented executive management with recommendations• Trained and oversaw Operations Integration staff in phases of implementation• Developed a program plan defining scope, milestones, budget, staffing requirements, and deliverables• Created reports and presentations for executive management to develop a common vision driven by business goals and objectives- Citizens/Frontier Project Manager IT Service Bureau - Sprint Amdocs Change Control Assessment - T-Mobile Program Management Systems Retirement/Data-warehousing - T-Mobile Acting Director Billing Operations - VoiceStream Program Manager, Amdocs Data Center Migration

United States

Master'S Of Science Clinical Psychology, Clinical, Counseling And Applied Psychology

Activities and Societies: Clinical/Behavioral/Pharm/Cognitive/Abnormal studies. Residency at Fairfax.

Bachelor Of Science (Bs), Clinical, Counseling And Applied Psychology

Activities and Societies: Clinical/Experimental Psychology/Behavioral/Applied Engineering Electrical Engineering and Computer Science