Management Manager

Kathryn L. Fickey

**** ******* ***** 910-***-****

(main/cell)

Cumming, GA 30040

*****@******.*** (E-Mail)

Accomplished business professional with experience in service delivery,

operations management, service support, telecommunications network

security, security/fraud management, program/project management, customer

service, process management, and billing and sales support.

Professional Experience:

02/2008 - 6/2008: Program Manager for a NC District 3 U.S. Congress

Candidate.

Managing fund raisers, candidate public appearances and speaking events for

US Congress candidate campaign. The work was pro bono for the campaign and

an excellent experience in client management, client relations, and program

management.

AT&T, Inc 1987 - 2008

District Manager - AT&T Enterprise Security: 06/2002 - 11/2008

. Led a team of senior managers in the execution of network security

operational initiatives.

. Coordinated all aspects of new program design implementation by leading

and coordinating activities with the appropriate internal resources and

client representatives.

. Developed and delivered service offering proposals to clients, resulting

in increased revenues.

. Developed and monitored KPI (Key Performance Indicators) for operational

effectiveness.

. Utilizing the ITIL service delivery, service support, and security

management methodologies, developed, documented and deployed methods,

procedures and processes for a corporate wide security evaluation program.

. Developed/Prepared and reported monthly corporate scorecards, summarizing

business unit goal attainment, for Executive Leadership Teams.

. External and internal client services management and establishment.

. Managed the OE budget for network security tools and resources.

. Implementing and practicing the Federal Sarbanes Oxley Ruling

encompassing the identification and competency of internal and external IT

controls.

. Defined and published key security touch points throughout the

development on ramp cycles for all newly deployed operating systems and

application development.

. Prioritize and implement security plans and initiatives for applications,

data bases, operating systems, routers and firewall configurations.

. Managing and leading the process and execution of various security

services for the purpose of vulnerability discovery, risk analysis,

compliance recommendations, tracking status and enforcement.

. Managed metrics and results, including identification and implementation

of appropriate performance based metrics, analyzing results, and

incorporating changes that improved and enhanced productivity,

effectiveness, and efficiency.

District Manager - AT&T Enterprise Security: 02/1997 - 06/2002

. Directed the Program/Project management Operations teams, providing

service delivery and service support for mergers, acquisitions, and

outsourcing initiatives.

. Managed the vendor/supplier management Governance team for operational

outsourcing/off shoring initiatives.

. Developed and managed SLA (Service Level Agreements) for outsourcing/off

shoring initiatives.

. Created, developed, and tracked KPI"s (Key Performance Indicators) for

effectiveness of outsourced/ off shored initiatives

. Facilitate and manage internal and external contract negotiations,

network architecture compliance, transition periods, and long-term

migration plans.

. Managing and leading a team to perform internal and external security

evaluations of products and services.

. Responsible for providing subject matter expertise on security compliance

with corporate standards.

. Leading network security project management teams, partnering with

Enhanced Network Services group on web hosting data center builds for

internal and external customers.

Operations Manager - AT&T Fraud Management: 05/1991 - 02/1997

. Provided leadership and management for toll fraud monitoring, detection,

and investigation initiatives on an international and domestic public

switched voice and data network, focusing on revenue protection and

revenue recovery.

. Oversaw fraud prevention, detection, and deterrence initiatives, executed

through two 7/24/365 inbound/outbound contact centers.

. Creation and Implementation of methods, processes, and procedures.

. Provided management, direction and leadership to 300 managers and

customer support representatives in the attainment of Productivity,

Effectiveness, and efficiency gains for the organization.

. Increased annual productivity in business unit by 74%.

. Decreased operational unit cost by 34%.

. Partnered with AT&T Labs on the creation, implementation, training, and

testing of a new Business and Consumer Customer Services fraud management

system. Successfully rolling out to increase productivity, accuracy, and

efficiencies.

. Created and managed a 25 member team that developed, analyzed, and

delivered case studies to Federal, State, and Local Government agencies

for civil and criminal prosecutions associated with fraud and/or other

forms of compromise. (Recipient of outstanding assistance and support of

law enforcement responsibilities of the United States Secret Service)

. Decreased Business uncollectibles by 212%.

. Developed and delivered client presentations and proposals for service

offerings.

. Created and implemented a train the trainer program for the commercial

and middle market sales teams in Business Sales.

. Increased the quantity and quality of billing/collections by 23%.

Business/Consumer Sales and Service - AT&T : 02/1987 - 05/1991

. Consultative Sales/ Sales Support

. Customer Account Management

. Customer Care/Customer Service

. Customer Resolution Management

Education

University of Alabama @ Birmingham

Birmingham, Alabama

Auburn University @ Montgomery

Montgomery, Alabama

Corporate Education/Experience

. Patent Filing Award Recipient, AT&T 2006 program and process

definition

. Patent Filing Award Recipient, AT&T 2007 compliance data base of

record

. Leadership Dimensions

. Program/Project Management

. Financial Analysis & Budgeting

. Information Technology For Managers

. Process Management

. Total Quality Management

. Security and Fraud Services

. Leading/Managing Through Change

. Leading/Managing In The Corporate Environment

. Human Relations/Labor Relations

. Supplier/Vendor Management

. Presentation Techniques

. Six Sigma

. CISSP/CISM and ISO certified

Contact this candidate