Experience

ProCom Consulting, Inc.
• United States
• IT Services and IT Consulting
• 1 - 100 Employee
• Director

  • Sep 2022 - Present


Frontier Communications

• Telecommunications
• 700 & Above Employee

• Senior Director, Quality Assurance & Process Improvements

  • Oct 2020 - Mar 2022

  Accomplished Executive level responsibilities, reporting directly to the CIO while in a non-executive position. Lead the quality assurance organization and championed business process improvements during multiple executive leadership changes including three CEO, three CIO transitions, and chapter 11 and re-emergence. Headed the quality assurance testing team to deliver quality software solutions in an agile environment. • Successfully increased test automation from 25% to 45% automation in an aggressive delivery environment. • Expanded the team from 100 to over 150 quality engineers responsible for test automation, test execution, and metric reporting to support 2 new delivery portfolios in an agile delivery model. • Developed and executed transformation of the QA team by partnering with third-party vendors to outsource testing functions in a multi-national structure to gain efficiencies of testing to follow the sun and cost reduction. Executed every step of the vendor selection process from documenting requirements, RFP process, vendor scoring and selection, financial reviews, and executive approval to proceed. Transformation reduced testing costs by 15%. Served as a primary member of CTO leadership to drive efficiency and improvements and strengthen the IT/Business stakeholder partnerships in the organization. • Lead the creation of the digital strategy to being the Frontier’s digital transformation. • Agilely managed cross-functional, critical technology projects, improving customer satisfaction, shortening delivery times, and eliminating long-standing friction points among four to five operating units. • Served as a liaison between IT and business units to ensure technology solutions fit business needs. • Analyzed customer complaints from Office of CEO as a source to improve technology, process, training, and policy resulting in 40% reduction in complaints over a year. Show less

• Director, Technology PMO - Ziply Divestiture

  • Jun 2019 - Jun 2020

  Led the Program Management Office (PMO) for the entire Technology Organization (IT, Network & Video) supporting the 4-state divestiture to Ziply Fiber, a $1.35B transaction.• Oversaw a budget of $60M with a PMO team of 20 resources of Project Managers, Business Analysts, QA Teams, and Command Center professionals overseeing all aspects of the program and cutover activities.• Managed the separation of 600 applications between the companies with less than 2 hours of service interruption for customers.• Completed lessons learned and documented processes into playbooks for future reference. Show less

• Director, Enterprise Quality Assurance

  • Jun 2016 - Jun 2019

  Oversaw Enterprise Quality Assurance organization which was responsible for testing all software enhancements before deployment to the users or customers.• Transformed the QA organization by bringing in new tools and procedures to streamline testing, improving automation from 0% to 25%, and streamlining regression to testing to be 10% faster.• Expanded the QA team from a team of 60 to over 100 team members to be able to support the internal agile transformation as well as develop the QA transformation roadmap to support agile and automated testing. • Expanded the team to be 50% near-shore and off-shore resources to gain efficiency while remaining within budget. • Trained existing team of manual testers into automated testers with the ability to automate scripts that led to improved automation and upskilling of the team to current industry testing methodologies. Show less

• IT Stategic PMO - Aquisitions

  • Dec 2013 - Jun 2016

  Directed the Program Management Office for the entire Technology Organization (IT, Network & Video) supporting the Frontier’s acquisitions of Connecticut (2017) from AT&T for $2B and a 3-state acquisition of Florida, Texas, and California from Verizon (2019) for $10.54B. Acquisition from Verizon was the largest transition of land-line customers in telecom history. • Worked with a team of 20 project managers who managed each aspect of the data conversion from extracts, data mapping, development, testing, and implementation to deliver on time and on budget• Led PMO team in command center activities and all levels of executives to provide accurate status reporting throughout the lifecycle of the program.• Managed all aspects of the 50+ resources including hiring, team morale, equipment support, and facilities management for our temporary location to support the initiative. Show less

• IT PMO - Strategic Program Management

  • Dec 2012 - Dec 2014

  Delivered multiple strategic programs for the IT PMO and re-building the PMO SLC processes and procedures. • Worked with management at all levels to redefine the PMO organization while acting as Portfolio Manager for strategic initiatives and the Online and call center portfolios.• Implemented MS Dynamics CRM application for the call centers to use as the primary sales platform. Budget of $1M and 250 users.

• Manager, Executive PMO

  • Mar 2012 - Dec 2012

  Executive Program Manager assigned to work on special projects and assignments directly for the CIO. • Assigned to create the IT SharePoint site and organization for the entire organization.• Worked on RFPs for new CRM applications and finance applications for review

• Project Manager, Technology Strategic PMO – Acquisitions

  • Apr 2011 - Mar 2012

  Implemented and managed the polling transformation to migrate 350 switches from a third-party application to Frontier's polling solution.• Successfully managed the IT Transformation Command Center, a strategic effort to migrate customer ordering, provisioning, and billing data and processes from third-party applications to the Frontier suite of applications. The Command center tracked all critical migration milestones to ensure they were on schedule, internal executive status reporting, external status reporting, and risk mitigation during the critical cutover hours. Show less

• Frontier/Verizon Front Door Liaison

  • Jul 2010 - Apr 2011

  Served as liaison with the direct communications between Frontier IT teams and the Verizon Data Services teams directly after Frontier acquired 13 states from Verizon. • Oversaw software upgrade implementations to ensure Verizon supplied software functioned as documented. • Designed and built a custom tracking application used to track all requests between the two companies.