Ross Hendrix - Csm, Aas Email & Phone Number

- Lead the day-to-day complex delivery of over 40 system enhancements across a team of 45 software delivery professionals to increase customer usability- Drove post-merger efforts to consolidate 4 separate customer web portals across the residential and commercial lines of business to simplify the product offering and reduce the cost to operate- Partnered with Director, Sr. Director, and Vice President stakeholders in Product, IT, Engineering, and Operations to prioritize requirements, present program status, and drive issues to resolution- Managed an ongoing multi-million dollar book of business with the customer relationship responsibility

Assist companies by driving business results through the implementation of new technologies and services using cloud infrastructure and wireless solutions.(see individual project contributions)

Led a team charged with developing the conceptual design and definition of a consolidated OT/IT engineering and support organization servicing multiple utility operating companies. Responsibilities Included:- Day-to-day stakeholder engagement and management- Defining the capabilities required to engineering and support the technology from a consolidated, cross OpCo group- Analyzing and recommending the appropriate level of convergence based on technology component and capability performed- Cataloging an initial set of capability processes and inter process hand-offs- Developing and socializing the business case for convergence with executive leadership

Drove the assessment team's efforts and activities around defining a centralized service centric operations group to manage IT/OT technologies. Responsibilities included:- Working with multiple client stakeholders to define the target operational maturity based on the ITIL framework- Conducting an in-depth operational maturity analysis assessment spanning 10+ technology operations support groups across the organization- Gathering and refining functional and technical requirements - Developing a maturity gap analysis and remediation strategy covering 30+ gaps spanning the operational organization, process, and service management systems- Created the Integrated Service Operations Center multi-year implementation roadmap detailing the capabilities, groups, and projects required to reach end-state maturity

- Analyzed business requirements across transmission, distribution, and metering.- Developed to-be strategic network architectures of short, mid, and long-term time horizons and presented outcomes to key business stakeholders- Created the T&D network roadmap that tied network projects to business projects and initiatives in order to realize the short, mid, and long term strategic architectures- Continually socialized strategic outcomes with key stakeholders to gain buy-in and collect feedback

Helped to develop the client's smart operations center vision for creating an enterprise wide service management function for technology. Responsibilities included:- Working directly with the client to set delivery expectations, brainstorm the vision, and review deliverable- Reviewing client documentation and interviewing key stakeholders- Presenting the operations vision to client stakeholders to socialize the concept and gathering their feedback- Creating the vision document outlining the what people, processes, and tools would encompass the operations entity

- Developed procedures and documentation required to transition network (wired and wireless), data center, IPT, and network management infrastructure to the client’s IT department for steady state operations- Formulated the transition to support plan and all required activities to make sure the client’s IT department was equipped to support the new infrastructure.- Conducted operational readiness testing and procedure reviews to confirm the IT department's readiness to operate the new infrastructure and meet the organization’s support requirements.- Coordinated and executed infrastructure system testing across all project infrastructure workstreams (e.g. data center, network management, WAN, LAN).

- Identify and analyze the client's data and voice traffic requirements for their T&D, Retail, Generation, and Field Workforce Smart Energy Initiatives.- Compare network requirements to available network technologies (Wireline and Wireless) in terms of network performance, reliability, security, and coverage/availability and determine the best fit to needs.- Build the 5 to 10 year telecommunications strategy required to support the client's Smart Energy plans.

- Identified, analyzed, and prioritized Smart Meter operational processes to aid in the introduction of a new operations organization- Conducted workshops with current operations personnel to capture operational processes, systems, and work groups involved with Smart Meter data flow, monitoring, and exception management- Developed numerous (25+) operational process maps covering four separate Smart Meter technologies for both Gas and Electric businesses- Developed a deep understanding of operations organizations current processes and procedures to provide a baseline for improvement- AMI Technologies encountered: Sliver Spring Networks (Electric), TWACs (Electric), Hexagram (Gas/Electric), Ecological Analytics (MDMS)

- Understand and analyze the business process impacts resulting from the introduction of a Smart Meter Infrastructure Operations Center- Develop a gap analysis of the currently documented processes deemed critical to the Operations Center's success- Provide point of view as to the business processes requiring modification or development- Learn Smart Meter Infrastructure architecture, systems, and utilities business practices

IT Project Lead, I was charged with driving the project to completion from planning to handover for a 187 agent contact center:. - Steered the project progression through the client’s project methodology- Created a substantial portion of the project documentation (requirements, design, test)- Tracked vendor build/configuration of the production environment- Worked with 5+ groups within the client's organization to ensure the end vision was communicated clearly - Independently managed all project workstream activities (typically assigned to Sr Con/Mgr) and contributed to program level deliverables (program steering team materials, global status report, program budget- Global team comprised of individuals from the U.S., Europe, and Asia-Pac - Led and directed efforts of 2 client resources

- Led Business Continuity Planning (BCP) and International Call Forwarding workstreams- Worked closely with Vendors to deploy and test the International Call Forwarding solution- Responsible for analysis, design, and testing of each workstream.- Worked closely with client stakeholders to review project documentation, communicate status, and obtain project approvals- Efforts assisted in the move of 30+ agents from one facility to another- Global team comprised of individuals from the U.S., Europe, and Asia-Pac

- Individually developed 3,500 system requirements in 6 weeks covering the following 3G Business Support Systems (BSS) areas: > Enterprise Portal > Customer Care > Billing and Rating > ERP > Service Assurance > Service Fulfillment > Content Management- Led requirements review meetings with client systems owner's- Created Enterprise Portal conceptual design and site navigation mock-ups- Mapped Business Requirements to Systems Requirements to ensure end-to-end traceability- Operated on a mixed team of U.S. and Peruvian resources

- Created new in-store infrastructure's technical design including: hardware/software, VLAN configuration, and Wireless (WiFi)- Led the implementation of Cisco's wireless network management solution entailing the migration of 8,000 + access points from a single server solution to a tired, hierarchical system- Built/configured each Cisco Wireless Control Servers (WCS)- Assisted in the scoping and information aggregation of security evidence for annual PCI Audit- Assisted in the design of a 2-day post infrastructure installation clean-up process

- Managed the Performance Management tool (InfoVista) implementation used to monitor the operator's regional IMS solution - Built/configured InfoVista suite (version 2.2) and imported core network equipment- Created project documentation including requirements analysis, conceptual design, detailed design, test scripts, and transition guides- Gained understanding of IMS solutions and 4G wireless network management methodology