John Ladd Email & Phone Number

Charlotte, North Carolina, United States

Charter Communications, Inc. (NASDAQ:CHTR) is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice.As a Senior Business Systems Analyst of Strategy and Delivery for the Service Transformation organization, I am responsible for delivering innovative customer focused decisions, Next Best Actions and workflow automation to solve business problems. • Solving complex business problems through fact-based analysis and design thinking• Daily standups, running and documenting all initiatives• Research of Functional Requirements• Facilitation skills and gap analysis• Write User Stories using Jira and Chalk• Use Smartsheet for Project Plans• Understand Process Flows and Data Mapping• Create customer experience flows for the IVR, writing it out and sharing with teams• Data Mapping: While creating a flow, need to identify the data and use it in the flow charts• Helping with Presentations

Charlotte, North Carolina, United States

• Building out a new team for contextual scenario experience. Working to help with overall customer satisfaction.• Running and documenting all initiatives.• User Acceptance Testing scripting.• Support and translate business needs into formal technical requirement deliverables.• See the big picture and explain that in Business Requirements via Use Cases, User Stories, and clear documentation.• Integrate Screens, Forms, Reports, Methods, Policies, and Procedures in the Business Requirement Document.• Create user stories, using cases with written and visual diagrams (using VISIO, PPT, etc.).

Charlotte, North Carolina, United States

• Support and translate business needs into formal technical requirement deliverables.• See the big picture and explain that in Business Requirements via Use Cases, User Stories, and clear documentation.• Capture the ‘Before’ (As Is) and ‘After’ (To Be) functionality to draw out the billing requirements.• Integrate Screens, Forms, Reports, Methods, Policies, and Procedures in the Business Requirement Document (BRD).• Gather and document clear, concise business requirement documentation (BRD).• Create user stories, using cases with written and visual diagrams (using VISIO, PPT, etc.).• Track changes (Change Requests).• Obtain Stakeholder Approvals (SLA is within 2 weeks from project creation/assignment) of Business Requirements in order to hand off to Design Team.• Track Business Requirements to Testing Defects.

Charlotte, North Carolina, United States

Responsible for managing the post-sale end to end service delivery process of the SMB Fiber to the premise customer orders. This includes coordination with the customer, management of OSP resources for timely completion of facility readiness, coordination with Local Ops on timely installation and activation, equipment vendor(s), systems integrator and multiple internal teams to ensure the customer’s service is activated efficiently and in a timely manner.Additionally, manage Complex circuit installations via SMB Fiber to the premise delivery, working closely with internal departments while building strong and healthy relationships to ensure continuity of work flow and attainment of customer committed due dates and departmental goals.

Greater Boston Area

Atlantic Broadband, a wholly-owned subsidiary of Cogeco Communications Inc (TSX: CCA), is the 9th largest cable operator in the United States, based on number of Basic Cable customers served. The company provides TV, Internet ad Phone services to more than 300,000 residential and business customers located in seven operating regions: western Pennsylvania, Miami Beach, Florida, Maryland/Delaware, Virginia, eastern Connecticut, New Hampshire, Maine and Aiken, South Carolina. Atlantic Broadband is headquartered in Quincy, Massachusetts. Additional information is available at www.atlanticbb.com.Core responsibilities include growing the broadband suite of products and services, while leading and influencing the support, development, implementation, training and overall product roadmap of broadband products.

Greater Boston Area

MetroCast Communications provides quality entertainment and information choices to residential and commercial customers over its advanced fiber optic networks. MetroCast is committed to ensuring quality service with a variety of choices to meet the needs and interests of each and every customer. MetroCast continues to introduce new technology and provide new advanced services including Digital Television, High Speed Internet and Digital Phone, increasing the value of its subscribers' home entertainment and information choices.• Core responsibilities include growing the broadband suite of products and services, while leading and influencing the support, development, implementation, training and overall product roadmap of broadband products.

Byers Engineering Company was founded in 1971 to be an important technical services firm in the telecommunications and utility industries. The Engineering Services Division provides outside and inside plant design, project management, planning, both wireline and wireless, for RBOCs, ILECs, CLECs, IXCs, utilities, cable television companies, and commercial organizations throughout the United States. • Responsible for job reconciliation of $132,581,582 worth of Central Office jobs completed over the last 3 years.• Ensured that all work groups including finance, engineering, installation and materials management interacted together to accomplish the closing of these projects.Recent Achievements • Modified the existing Method and Procedure Job Aid to streamline the process and make it easier to use for non-subject matter experts.• Trained and supported 6 other contractors to perform the same duties.• Trained in Oracle E-Business Suite & CCP (Capacity Creation Process).

• Managed the successful implementation and execution of product trials, new technology launches & product enhancements with precision, accountability and quality measures that ensured customer satisfaction.• Authored technical training documentation for new product deployment to be used by 6,000 employees and 9,000,000 customers.• Divisional operational management support services liaison affecting Marketing, Customer Care and Field Operations which focused on major issues such as issue documentation, customer communications & feature changes. Provided status updates to business leads on current High-Speed Internet (HSI) issues and projects.Recent Achievements • Guided the transition of 6,000,000 Comcast.net email subscribers to the new SmartZone email system.• Led the launch of DOCSIS 3.0 which increased HSI speeds up to 50Mbps x 10Mbps to over 10,000,000 customers.• Oversaw the successful provisioning system transition of over 1,000,000 subscribers in Houston Texas from Road Runner to Comcast (Bedrock).• Directed the migration of all subscribers to a single online bill pay system resulting in a decrease in billing calls.• Created and constructed state-of-the-art product demonstration center.• Launched free Wi-Fi router program for all HSI subscribers resulting in less customers disconnecting HSI service.• Launched On Demand Online to all 9,000,000 subscribers.• Managed the trial of HomePoint, a new enhanced cordless telephone and wireless router device.• Responsible for the swap out of 60,000 outdated cable modems in customer’s homes.• Guided the provisioning system transition for over 625,000 Adelphia and North Country Cablevision HSI customers in New England to the Bedrock provisioning system

• Managed Senior Broadband Technician Tier 2 group which consisted of 12 Technicians and 1 Team Leader. The Tier 2 team supported front line High-Speed Data (HSD) Installers and Technicians who completed all HSD installations & repairs.• Responsible for field impact of product enhancements and feature changes, introduced tiered bandwidth services, migrated personal web hosting, dial roaming and email, customer communications for service enhancements, feature changes, and support services liaison including issue documentation and status update communication.• Directed essential initiatives affecting HSD Marketing and Care Operations, including issues such as the AT&T Broadband Choice Trial, Call Center tech support issues, Home Networking trials & email changes.• Assisted Government Relations with numerous HSD specific VIP service problems to ensure a quick resolution to the problems.Achievements • Created HSD Installation Best Practices initiative for New England Region. Practice was adopted by AT&T nation-wide.• Project lead for Service Activation System provisioning system change for 3,000,000 subscribers.• Oversaw implementation of Broadband Choice open access program.• Coordinated field side of Domain Name Change project.• Led the development of the installation guide to be utilized with the HSD installation activation kits.• Directed product documentation updates as a member of the Service Quality Improvement & the Methods & Procedures evaluation team.• Transitioned 36,000 LCP proprietary modems out of customer’s homes and replaced them with DOCSIS modems.• Coordinated transition of HSD installation processes from AT&T to Comcast.

• Responsible for day-to-day installation and repair operations of MediaOne Express.• 30% of my role was spent as the Corporate HSD Field Subject Matter Expert. This included visiting all MediaOne regions across the country to review and develop an Enterprise wide HSD Best Practices set of documents to ensure the same successful HSD penetration in all Regions as is in the Northeast.• Remote management of HSD rollouts in LA, Atlanta, Detroit, Chicago and Jacksonville.• Chaired corporate weekly HSD installation efficiency conference call with all AT&T Broadband Regional Field Operations managers.• Designed and implemented a new Broadband Data Services Field Operations organization that required new position descriptions, skill sets, hiring criteria and recruiting strategies. Achievements • Averaged 350 completed installs per day.• Introduced performance standards and metrics that were adopted nation-wide.• Integrated 115 person staff into 4 separate facilities.• Implemented 100% solo installer status as of February 1998 resulting in 50% cut in manpower needs.

• Developed and implemented all Field Operation policies and procedures for Highway One, the first High-Speed Data over cable launched in the country which has now grown to over 15,000,000 subscribers. • Coordinated regional channel lineup. • Purchased all vehicles from installation vans to executive vehicles for the Northern District.• Assisted in the computerization and streamlining of system technical reporting.• Managed all day-to-day and long-term operations of technical department.• Recruited, trained, monitored and terminated employees.• Resolved customer complaints.• Maintained all National Cable Television Association and Federal Communications Commission Standards.• Created and worked within yearly budget including P&L responsibilities.• Installed and repaired all cable television related work.• Ran video decks for first run movie service. Achievements • Engineered Boston College telecommuting project connecting 40 employees from their homes to the school using high-speed cable modem technology.• Liaison for businesses connecting into our fiber network including Exeter Hospital; first use of high-speed cable modems for Continental Cablevision.

Education record

• Managing People, Keye Productivity Center • Successful Business Writing and Editing, Dun & Bradstreet • Current Issues in Technology.

Mass Communications

Education record

• Facilitative Leadership • Managing Employee Development • Leadership Skills Training • Business Planning and Budgeting • Managing.