Lisa Wright Email & Phone Number

Centennial, Co

Incident and Problem Management lifecycle, responsible for conduction Problem analysis with all levels of key stakeholders to include:• Problem ticket review with recommend solution and action item tracking based on impact to the business, immediate risk, and solution implementation.• Problem analysis to include incident details of past events, adherence to improvements ongoing gaps to be solved.• Developed, tested and implemented roadmaps to show successful collaboration between internal business support such as project managers, decision makers, development engineering and product engineering. • Closely partner with Change Management on SM ticket compliance to drive change success. • Engaged Planning and Design, Headend, Construction, Transport, and Tier 1 business partner teams and provide process improvement recommendations.• Lead post outage analysis with teams and drove large action item initiatives to completion.

Greenwood Village, Co

Project Manager - Planning Engineer supporting complex software deployments of the Spectrum cable guide into new markets. A technical resource in charge of coordinating work to prepare for deployments typically performed during a maintenance window.

Greenwood Village, Co

Maintained integrated experiences to improve the working relationship between Comcast and other voice carriers with the focus on performance improvement and customer experience.• Managed the contracted service level agreement (SLA) of the Wholesale voice customers trouble ticket response times.• Streamlined a team of 60 advanced repair technicians supporting all Comcast product lines utilizing a change management ADKAR model to embed the SMEs and revised a performance model to drive specific product needs.• Net Promoter System site champion in charge of site certification including leadership training, coordination of implementing best practices and callback compliance to sustain a callback rate since launch.• A lead in working sessions to create KPIs for Advanced Repair scorecard to obtain an accurate method to measure performance in a unique queue.• Improved service level response time by implementing a VIP process giving priority to high revenue wholesale voice customers for visibility in trouble ticket and call volume trends.

Led the CMS to IMS migration to consolidate subscribers into designation switches with the focus on residential and SMB customers.• Exceeded goal of 100% of having subscribers off the switches to be decommissioned resulting in monthly switch maintenance cost savings of nearly $35,000.• Acted as the key individual contributor to exceed the organizational goal of 3.6 million residential lines migrated to IMS.• Identified and created an updated plan to execute and support post migration efforts to ensure the migration was as seamless to the customer as possible.• Performed tests utilizing internal test accounts, slingbox type access, programming test lines and other internal tools to conduct stress tests to gain real life experience of the technology or features then reporting back to a project team. • Completed market research, concept development to determine how successful the product or feature is in other markets and platforms or customer base.• Market and customer trials and the evaluation of the technology performance, usage, user experience and feedback. • Partnered with Migration Operations team and vendor to create requirements for new tools incorporated into the day-to-day activities.

National Technical Support 2006-2016Entry level repair technician, supporting complex voice customer trouble tickets.• Sustained growth from Tech 2 through Tech 4.• Developed processes and performance guidelines, defined strategy and outage support.• Utilized call trace analysis tools to monitor call traffic looking for trend in call failures, research the errors for a fault reason and build a case to report the failure.• Identified workaround to bypass the failure, to allow for the calls to complete.