Resume of Chief Information Officer

Title
Chief Information Officer

Primary Skills
Adept business manager and technology leadership expert with an 18 year history of management success.

Location
US-MN-Lakeville

Posted
Jan-04-08



CHIEF INFORMATION & TECHNOLOGY OFFICER

Adept business manager and technology leadership expert with
an 18 year history of management success. Demonstrated
strengths in turnaround, change management, and business
realignment. Proven ability to design and execute successful
strategic and tactical plans while effecting continuous
process improvement and market growth. Skilled in
implementing best practices through hands-on training and
performance management. Known for success in setting goals
that support key business priorities and promoting
accountability at all levels throughout the organization.
Visionary problem solver with comprehensive technical
background.

Technology Solutions
New Product Introduction & Launch
Strategic & Tactical Planning
Turnaround & Change Management
Customer Service
Telecommunications
Performance Metrics
Business Process Reengineering
Mergers & Acquisitions
Emerging Technologies
Project Management
Employee Satisfaction & Retention
Team Building
Mobile Workforce Management


PROFESSIONAL EXPERIENCE

COMCAST CABLE, Twin Cities, Minnesota
2006-Present

$600M+ provider of video, Internet and voice services serving
more than 1.1M homes in Minnesota and Wisconsin, with 2k+
employees.

Regional Director of IT/Local Management Center

Following merger of Time Warner and Comcast, recruited to
execute strategic and tactical goals for regional engineering
and IT teams. Manage 5 direct and 56 indirect reports, along
with a capital budget exceeding $32M. Oversee the 24/7
network operations center including real-time service
monitoring, customer service and issue resolution, and
problem solving. Direct activities of multiple teams within
the Local Management Center ensuring service delivery,
technology maintenance and updates, capacity planning, and
engineering support. Administer lifecycle for all end-user IT
tools and maintain the complete IT infrastructure comprising
2 data centers, 2 storage area networks, a wireless network,
and network servers. Chair operational meetings in such areas
as customer service and market health. Plan and carry out a
variety of regional projects including new service launches
and technology installations. Interface with front-line staff
to boost morale. Launch and maintain IT service desk.

* Set a national standard for successful market integration
and selected to lead informational sessions and training
nationwide to guide IT and engineering teams through
similar efforts, seamlessly integrating 250k video, 125k
data, and 30k voice subscribers from Time Warner to
Comcast.

* Spearheaded division-wide restructuring to align
operations and strategy with business goals.

* Propelled region from the bottom 33% in all plant
performance metrics to attain first place in 13 of the 14
metrics and second place in the last within only 6
months, achieving national recognition.

* Achieved and sustained the #1 position in national market
health rankings.

* Reduced service calls by 17%, which translated to a
savings of $1.1M/year as a result of improved plant
performance based on a complete realignment of processes
and resources.

* Boosted maintenance success from 40% to 99%, reducing
negative subscriber impact and improving service
availability by changing from national to regional
network management.

* Named the national showcase market for cutting-edge
products and services offered through a partnership with
Cisco, and selected as the trial market for video
monitoring services and a service delivery dashboard.

* Key contributor to the first national launch of new video
converters compliant with FCC Separable Security
regulations, used as an example for launches in other
markets.

* Turned around the IT division from the "worst audit" the
VP had ever seen in the year prior to employment to
outstanding audit results within the first year.


TIME WARNER CABLE, Minneapolis, Minnesota
2000-2006

$200M provider of video, Internet, and voice services to more
than 480K homes in Minnesota.

Director of Information Technology
2004-2006

Led subscriber billing, operations, infrastructure, and
interactive services teams to provide a smooth customer
experience and deliver new technology and products with
seamless integration. Led user groups for telecommunications
and billing systems to prioritize project requests, ensure
appropriate resource allocation, and promote knowledge
sharing. Supervised 28 direct and indirect reports. Managed a
$2.5M+ capital/expense budget.

* Overhauled staffing patterns into functional, service-
oriented teams.

* Led the IT Division to earn 34 PRIDE awards, achieving
the company's highest ratio of awards to employees, with
more than 80% of employees recognized, and effecting a
complete turnaround of a previously failing department.

* Recognized nationally for excellence in SOX audit
results.

* Met or exceeded all financial and operational goals in
the 15 months preceding merger with Comcast Cable,
despite challenges resulting from employees' concern
about pending changes.

* Revolutionized internal communications by launching a
company Intranet deemed so successful that it was adopted
in 4 other divisions.

* Introduced a customer service balanced scorecard that
drove performance improvement leading to annual savings
of more than $400k alongside improvements in work order
and call quality, earning national acclaim.

* Reduced telecommunications operating expenses by 10% with
implementation of Cisco IP Telephony and migration to a
single provider.

* Eliminated 90% of operations errors by automating more
than 98% of computer operations tasks using
standardization and documentation to ensure continued
operations despite any future staffing changes.

* Implemented the wireless warehouse system, allowing
wireless scanning and data transmission that dramatically
raised productivity.

* Activated self-service circuit capability that cut $30K
from annual Internet service costs.

* Designed and launched a telecommuting program for call
centers that became the national model.

* Nominated for and successfully completed the national TWC
Leadership Development Program.


Manager, Business Technology
2003-2004

Headed support for lifecycle management of end-user IT and
overall IT infrastructure. Formulated and monitored the IT
Division budget as well as the Business Technology Department
budget. Directed virus protection and patch management
security activities. Guided service desk and technical team
to identify and address common errors and recurring problems.
Planned product and services launches and technology
integrations. Managed 8 direct reports.

* Reorganized Business Technology Department from unclear
roles and responsibilities to service desk, technician,
and system administrator functions and introduced
standardized processes and procedures.

* Instituted formal asset management and lifecycle
methodologies, replacing approximately 90% of production
assets in the first 2 years and essentially eliminating
80% of service problems, which related to outdated and
ineffective systems.

* Integrated 30+ applications into Active Directory,
streamlining provisioning and de-provisioning.

* Enhanced field service technician productivity by 15%,
$492K annually, by implementing mobile workforce
management tools and techniques.


SELECTED ADDITIONAL POSITIONS (full details available on
request)

TIME WARNER CABLE, Minneapolis, Minnesota

* Broadband Technology Manager

Created the position,
launched key product and service offerings that brought
in thousands of new subscribers, and set up sales
channels in multiple dwelling unit and retail areas.


* Training Administrator

Managed all Broadband training
delivery using internal and vendor staffing and
resources. Reduced order entry errors by more than 80% by
simplifying the billing system and created sales,
support, and installation certification programs.


COLLEGE OF ST. CATHERINE, St. Paul, Minnesota

* IT Analyst

Documented a repeatable process for
deploying faculty and staff laptops that included
training to promote cultural adoption. Oversaw student
staffing for campus computer labs.


CERTIFICATIONS & TRAINING

Certified in ITIL Foundations, A+, Network+, CXE
ITIL Service Manager Masters Certification (pending)
Cisco Certified Network Associate (CCNA) Trained
St. Thomas 'Mini-MBA' for Technical Professionals


PROFESSIONAL AFFILIATIONS

IT Service Management Forum (itSMF)
Society of Cable Television Engineers (SCTE)

Certifications
See above


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