Service Quality Assurance

TROY A. MATHENY

( ( (

**** ******* *** ******, **** 43065

H: 614-***-**** M: 614-***-**** ********@********.**.***

BUILDING, CIO / CTO ALIGNING TECHNOLOGIES

STRENGTHENING, AND AND SOLUTIONS WITH

STANDARDIZING IT EVOLVING BUSINESS &

ORGANIZATIONS CUSTOMER GOALS

Creating Robust and Highly accomplished executive with a successful 20+-year

Relevant Technology career leading global IT organizations in designing,

Strategies & Roadmaps implementing, and supporting critical systems, platforms,

Introducing & and infrastructures that have met the rapid growth needs of

Implementing Shared IT-centric businesses.

Services Delivery

Models Innovative change agent with strong transformation,

Establishing Security automation, and standardization leadership. Skilled in

Practice & Business establishing, integrating, and optimizing organizational

Continuity Structures structures, teams, technologies, and processes to

Negotiating Global strengthen financial performance, minimize risk, achieve

Enterprise Contracts & regulatory compliance, realize savings, and improve service

Agreements delivery to users and customers.

Driving the Rapid

Build-Out of Contact Results-driven technology strategist recognized for

Centers & Data Centers identifying the needs, defining the plan and approach,

assembling the teams, and driving the implementation of

Developing technology solutions that delivered consistent results

Relationships with across highly competitive markets.

Customers, Teams, &

Partners Passionate leader with proven ability to motivate, empower,

and lead to success. Skilled in building high-performance

teams sharing common vision and goals.

[pic] Career Highlights [pic]

ADVANCED CALL CENTER TECHNOLOGY - Johnson City, Tennessee

Chief Information Officer (CIO), 2005-2013

Recruited and charged to drive a major transformation of technologies,

teams, and operations to position

this leading provider of contact center and back office services for rapid

business growth.

Provide dedicated leadership that has enabled company to grow 5-fold, and

expand from 2 locations and 750 employees to 9 sites and 5,000 employees

nationally. Introduce and oversee the adoption of models, standards, and

best practices to meet evolving business, regulatory, and client needs.

Hold complete responsibility for team of 102 through 5 direct reports

across infrastructure, security, telecommunications, application

development, facilities, and end-user / customer support; oversee a $2.5

million budget. Core member of leadership team charged with defining growth

strategy, conducting due diligence on acquisitions, and strengthening

operations. Deliver quarterly IT impact results to Board of Directors.

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Key Achievements

< Restructured, expanded, and aligned teams as true partners to the

business. Established clear roles and responsibilities, created Service

Level Agreements (SLAs), and instituted a shared service structure.

Built centralized help desk, application development, infrastructure,

facilities, and project management teams that greatly reduced costs,

improved productivity, and positioned organization for growth.

< Established and led the organization's 1st security practice in

achieving ISO, PCI, and SSAE16 certifications that enabled company to

retain and grow global financial services and telecommunications

customers. Recruited highly credentialed security specialists,

strengthened controls, and implemented infrastructure and process

changes that have enabled organization to meet evolving regulatory

compliance requirements year over year.

< Migrated development platform from client-server to web-based

technologies that increased overall accessibility to critical data.

Oversaw the design and rollout of mortgage document workflow

application, internal business management systems, business

intelligence / KPI reporting platforms, and interfaces to client

systems.

< Managed the construction and build-out of 7 ACT call center facilities,

and the expansion of Tennessee and Texas call center facilities to meet

growing business demands. Planned and coordinated efforts of internal

teams, subcontractors, and government officials in deploying power,

infrastructure, systems, and equipment for 400- to 700-seat facilities.

< Spearheaded the design and rollout of a dual MPLS network that improved

the IT department's ability to support constantly evolving business

environments and requirements.

< Oversaw the build-out of a Disaster Recovery site to ensure optimal

business continuity. Led the deployment of tools and framework to

automatically replicate core systems and databases across sites.

< Negotiated centralized IT and facility equipment / services contracts

that delivered expense and capital cost reductions.

Troy A. Matheny

( ( (

H: 614-***-**** M: 423-***-**** ********@********.**.***

[pic] Career Highlights [pic]

INTELLIRISK MANAGEMENT CORPORATION - Columbus, Ohio

Vice President of IS Service Delivery, 2004 / Vice President of

Telecommunications and Network Services, 2001-2004

Brought in by former client and CIO to standardize and integrate

telecommunications infrastructures in response to the acquisition of 16

companies. Based on success, given full responsibility for IT organization

and subsequently to set up a multi-tiered service organization.

Established centralized teams, environments, and models supporting 40

contact centers in the United States, Canada, and the United Kingdom.

Defined the strategy, communicated the approach, and led the rollout of

enterprise platforms, infrastructure, systems, and services that delivered

multimillion dollars in savings. Managed team of 30 through 4 direct

reports.

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Key Achievements

< Built new standardized call center infrastructure and developed a

shared service support structure for enterprise voice / data products

and services-PBX / ACD platforms, voicemail, LAN / WAN, CTI

applications, call accounting systems, and predictive dialers.

Centralized expense / capital budgets and negotiated enterprise

agreements.

< Managed the implementation of highly available, fully scalable

enterprise VPN Wide Area Network that provided optimal support to all

production and nonproduction traffic.

< Built an internal Billing and Auditing Team that reduced consulting

costs while enhancing the validation of charges, allocation of

enterprise expenses, and management of dispute resolutions.

< Led the implementation of witness quality assurance recording

capability in 4 contact centers. Developed RFP, evaluated vendors,

negotiated agreements, and oversaw the deployment of technologies and

processes for 1,200 seats.

< Aligned service delivery processes, metrics, and SLAs with ITIL

standards. Introduced an enterprise change management process across

all data centers, and redesigned help desk application to report on key

metrics and analytics.

AVAYA COMMUNICATIONS - Columbus, Ohio

LUCENT TECHNOLOGIES - Denver, Colorado & Northville, Michigan

AT&T, NETWORK SERVICES DIVISION - Basking Ridge, NJ

Senior Account Manager / Call Center Specialist / Senior Account Executive

/ Directory Services Specialist, 1992-2001

Recruited by AT&T to deliver key projects to enhance revenue generation.

Chosen into Executive Development Program and charged with growing the

voice, data, and video markets. Selected to introduce and advocate value

proposition of call center offerings.

( ( (

Key Achievements

< Inducted into the 2000 Millionaire's Achievers Club for reaching 186%

of revenue goals. Positioned Avaya as a leading provider of

communications products / services to customers in Denver, Colorado.

< Chosen for the 1997 Millionaire's Achievers Club for reaching 180% of

revenue goals and the 1999 Achievers Club for delivering 116% of

revenue goals. Trained and collaborated with account executives to

introduce call center products.

< Named into the 1996 Millionaire's Achievers Club for 222% revenue

attainment and 1995 Super Achievers Club for 153% revenue attainment.

Designed and delivered voice, data, and video solutions to business

customers.

< Granted the 1993 AT&T CCS SPOT Award and AT&T Hall of Excellence Award

for contributions to the implementation of the Automatic Speech

Recognition pilot that provided the framework to test the feasibility

of call completion for a directory assistance request.

< Architected and managed conversion from the AT&T Centralized

International Directory Assistance (CIDA) platform to the Special

International Services Position System (SISPS). Converted CIDA

platform from traditional Central Office 5ESS-OSPS switch using

terminal emulation to the Contact Center platform with LAN and PC's to

align International DA requirements with platform capabilities.

< Led successful DIRECTory LINK SERVICE Trial using Automatic Speech

Recognition (ASR) to offer call completion for Directory Assistance

requests. Replaced human operator positions with automated operator

environment to determine feasibility of call completion for a Directory

Assistance request.

< Authored Operational chapters of the Bell Labs ASR Trial Report titled:

DIRECTory LINK SERVICE using AUTOMATIC SPEECH RECOGNITION.

Previous experience as Graduate Assistant for Ball State University,

Telecommunications Analyst for NCR Corporation,

and Combat Engineer / E4, Ohio Army National Guard - Honorable Discharge,

1982-1988

[pic] Educational Background [pic]

Master of Science in Information and Communication Sciences - BALL STATE

UNIVERSITY - Muncie, Indiana (1992)

Bachelor of Science in Communication Systems Management - OHIO UNIVERSITY -

Athens, Oho (1989)

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