Stephen Morris Email & Phone Number

• Drafts and negotiates contracts, service level agreements, and statements of work.
• Manage the operations, daily planning, engineering, design, and resource allocation for the enterprise's telecommunications functions.
• Ensures customer satisfaction through quality standards and measures by evaluating the performance of telecommunications networks and related interfaces.
• Responsible for strategic telecommunications planning and works with senior IT leadership to coordinate telecommunication plans.
• Develops and implements standards, procedures, and processes for the telecommunications group.
• Oversees and coordinates the daily activities of the WAN and Premise Distribution Engineers

Noida, Uttar Pradesh, IN

• Streamlined operational processes by automating manual tasks where feasible.
• Coordinated internal resources as well as vendors and partners for effective execution of projects.
• Identified risks and developed mitigation strategies to minimize impact on program timeline and cost.
• Developed comprehensive plans to manage changes in scope or requirements over the course of a project.
• Led regular meetings with stakeholders to review status updates and drive action items forward.
• Created detailed reports outlining progress against key milestones, tasks, costs, dependencies.

Arcadia, WI, US

• IT Operations, Critical Incident Management, Program/Project Management, Vendor Management, and Strategic Visionary!
• Lead a team of Director and Senior Managers, with ownership of $120M annual spend.
• Managed vendor/supplier negotiation and relationships.
• Chaired and oversaw IT Governance Process.
• Established KPI/Metric Standardization.
• Established as Voice of the Customer (VOC) by instituting metrics such as First Call Resolution (FCR) and Net Promotor Score (NPS) for purposes of monitoring and driving customer satisfaction results.

Atlanta, Georgia, US

• This includes directing the activities of the management staff whose primary role is to effectively resolve customer voice and data support issues.
• Direct all activities related to the resolution of voice and data support issues.
• Manage the daily performance of Team Managers to meet/exceed and maintain service levels as assigned by management.
• Develop and maintain processes and procedures focused on operational excellence.
• Develop long-term strategies within the organization that target efficiency.
• Partner with peers in other departments to increase productivity, quality, and customer satisfaction.

• Prepared a feasibility analysis and cost estimate to relocate the network operations centers to a off-site location while ensuring proper staffing requirments were maintained. Managed all external vendors relationships.
• Managed multiple IT related projects while ensuring projects are brought in on or under budget while adhering to all deliverablesPerformed extensive network infrastructure audits using Vantage Tool by Compuware.
• Completed the project one quarter ahead of schedule and $600K under budget.
• Added 1.2M to bottom-line with proper network designs and security measures.

Oversaw the day-to-day operations of inbound technical support and billing call center. Planned and directed all policies, objectives and initiatives while interfacing with the SUN Solaris network platform. Gather the necessary requirements in order to streamline call-center operations using various programs such as clarify. Established and enforced.

• Facilitated a feasibility analysis implement, wide scale deployment and cost estimate to relocate the National Guard Bureau data infrastructure and network operations centers to a secure site while maintaining network.
• Completed the project three months ahead of schedule and $12M under budget
• Managed multiple redundant sites during network cut-over

• Oversaw the day-to-day operation of this major US, transatlantic, and European IP/MPLS and Solaris backbone provider. Planned and directed all policies, objectives and initiatives for the organization. Established and.
• Developed all policies and procedures for the newly formed Network Control Center (NOC), Security Operations Center (SOC), and Video Operations Center (VOC)
• Ensured that proper bandwidths were being allocated for network usage via Vantage Tool, and making the necessary recommendations as to the increase or decrease of network captivity.
• Successfully allocated and maintained a $20M annual operating budget and increased the bottom-line by 27%.
• Earned recognition as Director and manager of the year for two consecutive years.

• Managed the daily operations of a 735-member operations/provisioning organization. Coordinated the efforts of multiple departments, providing leadership for seven senior mangers, 15 shift managers, 30 team leaders, and.
• Effectively led the management team through the merger due diligence process of IT.
• Proved instrumental in the development, design, implementation, provisioning, turn-up, and testing of all flavors of DSL, VOFR, VOIP, VOATM, Dial UP, and fast packet technologies using various Telecordia NCON.
• Served as the driving force in the national provisioning deployment solution.
• Ensured network compatibility with vendor software platforms in conjunction with multiple vendors.
• Worked fulltime while attending the Executive MBA program at Duke University.

Emba, Global Executive

Bs, Computer Science

Bs, Business Management - Technology Management

Education record