Steve Papadopoulos Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

Application Owner and Program Manager is a key member of the Emerging & Managed Services team with both internal and external facing responsibilities ranging from client and program management (Customer Advocacy and Integration, Technical Support) to technical design and implementation (Agile Release Management, Cloud Migration, SAFe Methodology) to administration (Data Analytics, New and Emerging Technologies). Key contributions: • Implemented application monitoring process creating proactive alerting for applications faults decreasing major incidents by 70% increasing application availability to 99%. • Analyzed application design, including identifying root cause of response timeouts, redesigning initial API sequence to work in parallel, reducing initial response time by 60%, and increasing customer satisfaction by 20% and adoption by 15%. • Transformed application development procedures to involve cross functional teams and reduced average deployment time by 34%.• Managed Major Incident and Critical Situation process, including driving resolution, determining root cause, stakeholder and executive messaging, and driving process improvements. • Created weekly executive briefings on application status including velocity, net promoter score (NPS), throughput, reliability, adoption, conversation, usage, and other business value key performance indicators (KPIs).• Migrated customer web-based application from internal servers to Azure cloud platform. • Provided in-house consultation for AT&T business system development to ensure reliability engineering across applications and throughout product lifecycles.• Increased adoption for the customer chat platform from 10% to 50% by implementing integration with four problem management systems and interfacing with five platform management APIs. ROI exceeded $2.5 million over expected projections.

Tampa/St. Petersburg, Florida Area

Focal point for customer operations issues, network design and configuration. Participate with sales and engineering teams on new business proposals including consulting on network design, service implementation and RFP requests. Provide technical training to support personnel, help desk administration, LAN/WAN/VoIP/Server administration, and create technical workflow. Key Contributions:- Manage customer relationships for twenty-two enterprise accounts, with annual revenue over $170 million. Participate in planning and implementing new customer services with a growth of $18 million in additional revenue. - Manage status calls, critical situations and design review with customer’s executive leadership including designing custom reporting and metrics to present weekly and monthly to clients.- Engage cross functional team to solve complex technical and procedural issues. Interface with teams that include the Client, Sales, Engineering, Provisioning, and Operations divisions to resolve technical issues and engineer network upgrades.- Create custom documentation, work flows and help desk training sessions to improve Average Time to Answer (ATA), Mean Time To Repair (MTTR) and overall client satisfaction. - Develop training and technical presentations for client support centers and executive teams.

Tampa/St. Petersburg, Florida Area

Consulted with operations leadership to provide Web-based solutions along with strategic planning and project leadership over systems migration, configuration, administration, upgrades and troubleshooting initiatives. Key Contributions:- Managed and administered 20 web servers hosting over 50 web-based applications, utilized by 32 departments with 400 users. - Managed six projects from 2003 thru 2006 designed to creating automation and save on headcount. The combined projects saved over $6 million annually. - Developed web based intranet applications used by operations call center to support remote access customers. Applications were created using HTML, PHP, Java, MySQL, PostgreSQL and ASP on Windows, AIX and Linux servers. - Developed and maintained inbound telephony system for the Call Center handling over 3500 daily calls to over 150 simultaneous users in 2 geographically diverse locations. - Managed project to migrate from mainframe ticketing system to Remedy based system. Also managed a migration from Microsoft Server to pooled Linux server environment. - Performed time and motion studies to analyze existing work flow and created program requirements and Statements of Work (SOW) for new application framework.