Customer Service Information Technology

Neda Alavi

Cell: 949-***-**** - Home: 949-***-****

****.******@*****.***

Director of Information Technology

Information Systems executive with more than 15 years of experience in

utilizing Information Technology to improve business productivity and

reduce costs. A results oriented leader with expertise in managing all

aspects of IT including Operations, Security, Business Intelligence,

Software Development, and Billing systems. Areas of expertise include:

Organization Management Workforce Optimization

Technology Leadership Process Improvement/Optimization

Strategic Planning Budget Planning

Contract Negotiation Security Compliance

Cost Savings Vendor Management

Professional Experience

COX Communications, Rancho Santa Margarita, CA

1996 - 2011

Director of Information Technology

Organization management and workforce optimization:

. Led the IT organization in Orange Coast system which included Orange

County, Palos Verdes, and Santa Barbara area

. Managed and directed IT needs for over 1200 employees among 3 different

campuses

. Managed Network Infrastructure, Telephony, Helpdesk, Desktop, Billing,

Development, and Reporting functions with the team of 37 IT professionals

. Directed billing for customers among 3 different databases and 4

different products with revenue of $650 million

. Reorganized and Optimized IT workforce by 20% resulted in saving of $500K

annually

Budget Planning, contract negotiation, Cost savings:

. Managed IT capital ($2.5 million) and expense budget ($6.5 million) for

current and future years

. Negotiated contracts to drive lower costs. Reduced the cost of various

software and hardware maintenance contracts including printers, cell

phones, wireless cards, and pager contract by over $500K annually via:

o Conducted frequent internal audit of the hardware\software and

review usage

o Held vendors accountable for any miss billings

o Negotiated with vendors to reduce cost by optimizing contract and

resizing the bill to fit the need of organization

o Produced automated reports to management team to evaluate and

access the proper usage

Technology Leadership and Process improvement:

. Improved internal customer service satisfaction from 55% to 97% by

implementing yearly customer satisfaction surveys, providing soft skills

as well as technical training to IT staff, setting up internal IT goals,

and measuring success.

. Achieved system's business objectives by executing various action

programs as assigned by the strategic and long-range planning process.

Organized and allocated department resources to achieve system objectives

. Built and deployed various internal applications to automate, improve

processes and increase speed to market. Examples are:

o Created automated reports to increase the annual revenue by $1.4

million.

o Developed custom interface with Google Earth software which mapped

the network related issues with trouble calls and customer metrics

resulting in reducing number of calls to care center

Neda Alavi Page

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COX Communications, continued

. Provided execution of technology solutions, production support, and

support of company business objectives examples include:

o Opened and remodeled 7 retail stores as part of readiness to launch

wireless

o Provided support to Corporate wireless team in launching COX

wireless product

o Revamped the traditional helpdesk to a service desk. Provided first

and second level support via service desk. Increased the mean time

to repair by 50% using various tools such as remote desktop, SMS,

App-V (Softgrid), OSD sequencing

o Deployed SharePoint within IT and other business units to increase

efficiencies for various processes such as new hire and

terminations, order tracking and approvals, HR policies and

documentations

o Reduced number of physical servers by 50% to virtualized servers

using VMware

o Deployed state of art IP based Nobel dialer technology. The new

dialer was used by collection team as well as telemarketing and

customer service

o Replaced conventional PBX system with Cisco IPCC voice over IP

phone system

o Deployed Video Conferencing among different campuses

Security compliance

. Acted as the chief electronic security officer for the Orange Coast

system to ensure all electronic security policies are followed

. Worked with Corporate security team to implement the VISA Payment Card

Industry (PCI) security standards in Orange Coast system

Cox Communications, Rancho Santa Margarita, CA

Manager of Information Technology

. Projected, managed, facilitated, planed, scheduled, and maintained all

systems applications, infrastructure, hardware and all related IT

projects to achieve the overall business objectives

. Directed IT team with responsibilities for Orange County COX internal

Network (LAN/MAN/WAN), Helpdesk, Desktop PCs, mobile units, telephony,

billing, software development as well as video platform for Digital,

Analog, Video on demand, Entertainment on demand, and Pay per view

. Provided Information Technology service and support to over 850 users in

COX Orange County/Palos Verdes (OCPV) system

. Managed the Local and Metropolitan Area Network in COX Orange county and

Palos Verdes system

. Managed mail, file & print, and all the production application servers

such as Intranet and Database servers

. Managed all the telephony equipment in OCPV system including PBX switch,

Voice mail system, cell phones, pagers, and Blackberries

. Managed asset tracking of all the electronic equipment on the LAN and

Telephony network

. Directed support of the main Cox Orange County office in a heterogeneous

environment including support for Billing System (ICOMS), Wireless Word

Force Administration for field personnel

Supervisor Information Technology

Lead of Information Technology

Lan Administrator

additional professional experience

fujitsu business communication systems, Anaheim, ca

CMD Technology, Inc., Irvine, CA

Education

B.S Electrical Engineering, San Diego State University, San Diego, CA

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