Experience

• 

  tsQs Inc

  • Kansas City Metropolitan Area

  • Technical Delivery Manager

    • Mar 2024 - Present
    • Kansas City Metropolitan Area

• 

  T-Mobile

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Manager, Application Support

    • Jan 2018 - Nov 2023

    Led a large IT operations cross-function, diverse team comprised of employees, contractors, and vendor resources that were responsible for providing front-line support for the Wholesale line of business at T-Mobile, which equates to approximately 40 million subscribers for roughly 200 Wholesale Partners.• Ensured external Wholesale partners could perform all account management and provisioning functions within the system. Consistently exceeded KPI targets for availability (99.5%), system errors (<1%), and performance (99%). • Oversaw problem, release, change management, and service delivery functions for production environment. Improved mean time to resolution by 3 days year over year for all incident tickets. • Worked directly with business leadership team driving functional improvements to help grow the Wholesale business.• Drove operational efficiencies and platform stability by identifying deficiencies and developing action plans to resolve them.• Actively coach team to focus on needs of customers in everything that they do. • Partnered with development teams to drive functional improvements, mitigate security risks, address vulnerabilities, improve performance, and exceed SLA targets across production landscape. • Collaborated with the Middleware and Billing vendor to drive growth, maintain software/security currency, protect customer data, and apply security hardening across the entire Wholesale infrastructure.• Responsible for ensuring SOX compliance for the Wholesale platform.• Reviewed and approved operations budget, production changes, user access requests, vendor resource on and off-boarding, time entry, resource allocation, and contracts as necessary. • Provided executive level summary and reporting data for Wholesale line of business and conducted regular reviews with business partner leadership team.• Met regularly with all team members to provide career growth and development coaching.

  • Application Support Analyst III

    • Jan 2012 - Jan 2018

    Provided IT production support for Customer Relationship Management (CRM) and Finance/AR applications used by call center representatives to assist customers with all account management functions. Worked directly with the Care organization to enhance system functionality and improve application performance.• Coordinated problem resolution with billing Vendor (Amdocs), technology teams, and business organizations. • Oversaw all production changes through a mature release management process. • Performed all Service Management functions within Customer Care domain. • Provided tier 3 level support for all front-end and back-end billing applications.• Worked directly with payment vendors ensuring that all payments were received and processed successfully.• Led IT team that launched new credit card tokenization system that enabled the company to take credit card payments without having to store the customer’s credit card number or personal information within our system.• Provided direct supervision and leadership for eight offshore team members. • Conducted Monthly Operations Review meetings with the vendor, business, and IT leadership teams for billing applications.

  • Production Support Analyst II

    • Jan 2010 - Jan 2012

    Supported every aspect of Sprint.com from the customers’ perspective to ensure that availability, response time, and all functionality was accessible and working as designed. Served as team subject matter expert for eCare functions (View/Pay Bill, Usage Management, ESN Swap, etc.) and My Sprint Business/Enhanced Account Management. • Prepared and presented Monthly Operations Availability statistics to VP and Director teams for the Sprint.com organization.• Supported major releases by performing ticket escalations/follow-ups, cycle 0 testing, and ticket prioritization based on impact to customer. • Worked with other IT and Vendor teams to resolve Customer impacting issues.• Performed all problem management functions across domain including problem discovery, ticket creation, ticket escalation, reporting to senior management, root cause analysis, and appropriate corrective actions.

  • Production Support Analyst I

    • Jan 2008 - Jan 2010

    Oversaw functionality across Sprint.com domain was working as designed and performing within SLA. Assisted with management of applications used to monitor Sprint.com traffic, performance, and sales volume. Responsible for identifying issues on web site and working with appropriate IT and fix agent teams to ensure timely resolution. • Ensured customer experience was positive on web site by performing daily functionality testing, metrics gathering, and monitoring tool analysis.• Minimized down time to site by responding quickly when issues arose and engaged other fix agent teams to help resolve issues when necessary. • Designed and led project team that built a web-based data repository to house all support documentation and procedures that were used by the team.