John Rowe Email & Phone Number

United States

Charlotte, North Carolina, United States

Program Manager within Virtual Channels Technology (VCT) Delivery managing the Infrastructure and Real-Time Speech to Text Programs and related projects.

Charlotte, North Carolina, United States

Sr. Project Manager within SDIT - Virtual Channels Technology Delivery specializing in Infrastructure, Voice Biometrics and Speech to Text related projects.

Charleroi, Pa

Pittsburgh, Pa

Sr. Project Manager (Charter Communications)- Management of Call Center Technology Core IVR/Telecom Infrastructure Projects- Voice Biometrics and Speech Recognition Implementations- Cross Data Center Migration of critical Physical/Virtual Servers- Virtualization of Legacy Physical Servers to Oracle PCA and ESXi Environments

Greater Pittsburgh Area

Ownership of all Vendor Data/Network Connectivity, Security, Compliance, Outage Management and Applications Access for outsourced/offshored Enterprise Customer Care Contact Centers. Scope of responsibility included providing strategy and direction on existing and new Care Support Solutions while managing a team that provides 24x7x365 Technology support throughout 11 countries for 65 Contact Centers staffing roughly 7500 Agents/CSR's.

Coudersport, Pa

Manager, Telecom and Technology within Enterprise Customer CareManage all Data/Network Connectivity, Security, and Applications Access between TWC's Corporate Resources/Data Centers and internal or outsourced/offshored Enterprise Customer Care Call Centers/National Help Desks supporting the High Speed Data (RoadRunner), Video (Cable TV), Digital Phone, and RR Mobile (Wireless Internet) Consumer Products.Current scope of responsibility is 24x7x365 Technology oversight and support of nearly 50 Call Centers throughout 10 countries staffing roughly 5000 Call Center Agents/CSR's.

Corporate Customer Care Project Manager for the TWC National Help Desk - Managed multiple simultaneous projects supporting Legacy Adelphia Applications brought into Time Warner due to the acquisition of Adelphia Cable. Assisted with development and implementation of Tier 2 troubleshooting and customer service processes and resources for EZ Armor, ESS, TMS, NEMOS, as well as the transition of business and residential customers from legacy platform to Road Runner High Speed Online.

Greater Pittsburgh Area

Founder of a Web Hosting and Design Consulting Group that handled Professional hosting and Online Presence Services for Small Business Clients.

Corporate Customer Care Project Manager for the 6th largest Cable MSO in the United States. Managed multiple simultaneous projects primarily in Customer Care/Employee Development, with some Projects balancing between Care and IT.Primary Role: Project/Product Manager for Adelphia's Remedy based Trouble Management System. Application is currently utilized nationally by roughly 1200 Support Agents within the Comcast and Time Warner organizations to track and troubleshoot HSD Residential and Commercial customer related issues and outages. Management of this project included daily operations, enhancements, and phased launches.Secondary Projects:NEMOS: Network Element Monitoring SystemSandvine IP Traffic Mitigation SystemOMS: Remedy Based Intelligent Outage Messaging SystemUAT (User Acceptance Testing) Lab/Process Reorganization and GigE Network Build-outPerformed as a SME for Comcast during tool/application migrations to all outsourcing support centers

Liaison between HSD Technical Support, Regional Field Technicians, IP Broadband Engineering Operations and the Network Operation Centers. Primarily responsible for advanced troubleshooting of escalated service impacting issues from Support Agents to identify potential network/service related outages. Provide validation, documentation, and escalation of said issues to appropriate resolution groups. Monitor incoming call volumes to minimize phone queues by messaging active network outages via phone (IVR) messaging and internal outage notification systems visible to agents corresponding with customers. Escalations is also responsible for compiling and distributing bi-hourly reports of current active network outages to Adelphia Executives and Management as well as fielding requests for updates as they are requested.

Provide Advanced Technical Support for Residential and Small Business customers, as well as Field Technicians, for High-Impact Service or Customer issues experienced during the installation and usage of Adelphia High-Speed Data and Internet services. Primary role is proactive outbound contacts to customers to achieve immediate resolution of recurring or advanced problems.

Provide Second Tier Technical Support to Residential and Small Business customers, as well as Field Technicians, for the installation and usage of Adelphia High-Speed Data and Internet services.

Monitoring and troubleshooting of all ABS/Adelphia Communications Networks to include Switching, SONET, DWDM, HFC, and HSD WAN/LAN systems. Front-end implementation to the Element Management Systems, which are used to monitor the digital data network systems, cities, and services offered over baseband and broadband cable plants.

Associates Degree In Specialized Technology, Mvb - Major - Audio Studio Engineering/ Video Production

2 Year, Cadd/Architectural Engineering