Roger Mcdowell Email & Phone Number

Overland Park, Ks

Managed the operations portfolio for a centralized delivery function in Ericsson Managed Services (North America). Accountabilities and Accomplishments include:- Defined strategy for next generation operations model with integrated IT, OSS, Network, and Security functions, next generation tools (Automation focus with road map to AI/ML), and advanced competence. - Championed best in class operations and served as key consultant for internal/external strategic engagements; served as operations representative for North America on global effort to define a new Telecom Operating Model.- Aligned Ericsson’s global and regional managed services strategies to optimize local operations portfolio.- Developed service definitions for operations portfolio and provided training and support to sales teams.- Implemented a Competence Management Framework to enable managed services portfolio/pipeline; Key new technologies: 5G, Automation, and Artificial Intelligence (AI) /Machine Learning.- Acted as operations subject matter expert (SME) for customer presentations and sales engagements.- Led a NOC transformation initiative resulting in operational cost reduction of ~55% annually (2017).

Overland Park, Ks

Provided leadership and direction for a team of 14 network operations experts responsible for delivering on key components of the managed service strategic framework and ITIL based vision for managed operations. Established and oversaw new service introduction, process engineering, and vendor performance management functions. Created a culture focused on providing best in class client service delivery and implementation of industry best practices.

Overland Park, Ks

Led a department comprising 45 staff, including 4 Senior Managers, and administering an annual budget in excess of one million dollars. Ensured the execution of critical functions including change management, operational assurance, performance reporting and problem management. Collaborated with internal partners to support new business and contract development. Maintained ongoing dialogue with both our executive leadership and clients on areas impacting business success such as performance optimization initiatives and SLAs.

Overaland Park, Ks

Executed multiple roles overseeing SLA management and operational assurance and governance. Organizational owner and primary customer interface for all service assurance issues related to existing agreements and associated business matters. Customer fulfillment lead on all operational issues with service assurance scope and cost implications. Led service desk activities supporting the scope of SLA contractual agreements.Ensured the achievement of all contractual key performance indicators (KPI) and delivered required reporting to each client organization. Proactively identified areas for process improvements making recommendations to elevate effectiveness. Drove collaboration with contract delivery teams including Network Operations, Field Services, and Service Delivery to ensure SLA compliance, client satisfaction, and retention. Monitored financial results on a monthly basis coordinating with Delivery Lanes to correct variances from plan. Assisted the Contract Management team with adherence to SLA contracts and verification of both monthly and quarterly penalties if applicable. Partnered with the CFO to facilitate the monthly operational reviews collecting and managing action items received from all stakeholders.

Overland Park, Ks

Performed business analysis and provided in-depth forecasts across key performance areas on behalf of Sprint’s Managed Services COO and the Performance Management team for the Sprint Network Advantage Contract. Crafted both executive and client communication packages for SLA forecasting and performance and on subjects related to service improvement initiatives. Directed the implementation of performance improvement initiatives across the service delivery lanes. In support of the Network Advantage contract oversaw service level management (SLM) and reporting.

Overland Park, Ks

Managed a high-performance team of 30 Test Engineers and Project Managers performing hardware and software deployments for the Sprint network which included Lucent and Motorola Wireless, Alcatel STP and Lucent Plexus.

Overland Park, Ks

Led a team of 12 Test Engineers implementing hardware and software deployments into the Sprint Network. Created a reporting format tracking key metrics and providing operational reports.

Overland Park, Ks

Process Engineer conducting analysis to define business processes and requirements in support of major Sprint initiatives with specific expertise in infrastructure build-out and service delivery and assurance. Team Lead managing requirements functions and resource management responsibilities. Defined and implemented a process-based methodology to requirement gathering to support an array of Network Services initiatives.

Bachelor Of Arts - Ba

Master Of Science - Ms, Management

Master Of Science (M.S.), Management

School of Professional and Graduate Studies

Master Of Science - Ms, Management

Bachelor Of Arts (B.A.), Economics