Staci R. Email & Phone Number

Dallas/Fort Worth Area

• Responsible for the overall planning, direction, management, coordination, implementation, control, and completion of projects• Oversee 15 to 20 internal and external projects by reviewing activities, maximizing efficiency, and increasing collaboration and communication transparency• Develop and implement full-scale project plans including scope, milestones, costs, quality, risks, procurement, and communications• Direct changes to project scope and cost and implement appropriate change management processes to keep the project on track• Provide outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities• Monitor contracts and service level agreements to identify potential risks and implement mitigation actions to protect the development process from unforeseen delays and costs• Finalize project financial records while collaborating with financial controllers and executives• Analyze current operational processes and performance, recommend solutions for improvement best suited for business continuity• Collaborate with executive-level management in the development of performance goals and long-term operational plans• Analyze and manage partner and vendor compliance, certifications, and marketing development opportunities• Work closely with sales, technical, and finances departments to maximize output and minimize costs

Richardson, Texas

• Support large-scale, multi-project SW development and testing from defect management and quality assurance perspective• Responsible for Integration System Testing (IST) and End to End (ETE) defect management, bug fixes, retesting, impact analysis, production assurance and system restoration• Actively monitor defect status and trends, and drive defects to resolution• Organize and facilitate defect triage real-time investigations and meetings• Analyze test results, defect logs and errors to assist with identification of the root cause• Design, deploy and improve defect management processes• Collect defect data/metrics, create daily and weekly reports/analysis and publish to all impacted organizations

Richardson, Tx

Project manage AT&T Mobility and U-Verse billing/payment call applications:• Define project scope, develop project plans, schedule detailed work plans and implement deliverable• Collaborate with cross-functional teams to develop project objectives and timelines• Develop and implement Methods & Procedures and Job Aids across multi-layered teams• Capture, follow up, and trend chronic hardware/software issues• Analyze existing processes, identify gaps and conduct process improvements• Assess, generate and implement metrics and statistical reports to management and clients• Collect and analyze outages/incidents and deliver detailed summaries to management and clients• Coordinate support process with application support teams and clients during special events (e.g. Black Friday, iPhone launch, etc.)• Coordinate post mortem lessons learned and root cause analysis, and drive them towards resolution• Develop and coordinate cross training and KT sessions

Irving, Tx

• Project manage AT&T U-verse IPTV platform software and hardware upgrades• Responsible for the management, performance, and completion of medium to large network releases and system tools affecting one or more business units or functional areas• Define project scope, develop project plans and deliverables, detailed work plans, schedules, resource plans and status reports• Collaborate with cross-functional teams and business unit leadership in developing project objectives and timelines• Function as a single point of contact for assigned project(s) for end users, management, vendors and consultants• Facilitate decision making meetings with stakeholders and key contributors to plan and implement complex software upgrades successfully• Validate execution of the software upgrades and ensure all pertinent data is captured and analyzed • Develop and maintain effective procedures to collect problem reports, enhancement requests, and strategic objectives for Business process plans• Ensure completion of detailed schedules from initiation to delivery and inform management of any deviations• Define metrics, develop reports, prepare and deliver clear, concise and accurate presentations for senior level executives• Manage and maintain vendor relationships to ensure proper execution of network releases and software upgrades

Richardson, Tx

Supervision of subordinates and managing business operations• Responsible for managing 24X7 technical support center with concentration on delivering superior customer service to business customers on high bandwidth services (T1, T3, OC3, etc)• Monitor and improve departmental productivity and metrics• Develop employees to ensure successful performance through coaching, training, and communication of expectations and goals• Review and analyze weekly metric reports on team quality and organizational objectivesAlliance Manager for all third-party vendors and affiliatesDevelop and implement departmental methodology & procedures• Responsible for updating and maintaining documentations associated with department’s processes and proceduresCustomer Lifecycle Management• Manage and maintain overall Escalation Management process, lateral from Sales/Marketing, top-down, and customers• Account management: Conduct proper high profile clients follow-up Priority account list includes: D R Horton, Notre Dame, HEB Grocery, Texas Tech University, 24 Hour Fitness, Alcatel USA, Anheuser Busch• Improve customer experience through critical analysis of chronics or recurring technical issues and maintaining professional relationship with each clientsDecision-maker for new hires in Customer Care organization• Create and implement behavioral and technical interview questions• Review resumes of potential candidates• Organize and conduct interviews for potential candidates• Select and hire qualified candidatesPerform short-term and long-term analysis for Customer Care metrics and business trends• Analyze historical data and make assessments for future business growth and/or improvementsEstimate Customer Care cost and resource requirements in accordance to fiscal budget set forth• Assessment of future business growth and allocation of resources and expenses

Bs, Management

Education record