Customer Service Engineer

Bobby Kingsberry II

***** ********* *****, *****, ** 20105

919-***-**** - Phone

abndy5@r.postjobfree.com

Director - Information Technology

Executive Profile

Information Technology ~ Engineering & Design ~ Strategic Planning

Dynamic leader with strong management, problem solving, teambuilding,

planning, and project management skills. Full responsibility for P&L and

multi-million dollar budgets. Technology Executive with 18 years of success

in the design and delivery of cost-effective, high-performance information

technology infrastructures and applications to address complex business

problems. Extensive networking and telecommunications background with a

proven ability to build and manage creative, highly energized, focused

teams.

o Technology/Business o IT Skills Gap Analysis

Alignment

o IT/End-User Partnership o Network Platform Design &

Development Implementation

o Strategic Planning & o

Governance Telecommunications/Telephony

o Service Level o Technology Architecture &

Management Integration

o Service Desk Management o Procurement & Contract

Management

Professional Experience

Time Warner Cable, Morrisville, 2000-2010

NC

Director, Information Technology

Promoted to Director of Information Technology to lead the IT management

team and staff in the development, operation, and support of technology

solutions including applications, client-server, mid-range, data

communications, and telecommunication systems. Aligned departmental goals

to support the business goals and consistently managed the progress of the

goals for optimal achievement. Full responsibility for P&L and multi-

million dollar budgets. Served as the focal point in planning for advanced

technological solutions in the East Carolina Market, regionally and company-

wide. Worked closely with vendor community to ensure the best value

possible in all major transactions. Developed staff through instructor led

training, on the job training, and coaching. Created policies, processes,

and standards to ensure consistent best practices and simplify operations.

o Proficiently directed the design and implementation of all

technology for a new 4-story, 160,000 sq. foot, LEED certified

headquarters facility. This included the design and build out of a

2000sq. foot data center, a state of the art 500 seat call center, as

well as state of the art technology throughout the facility.

o Responsible for implementing an organizational restructure to

realize technology synergies from the merger with the Wilmington

Division. Transform IT into a strategic business partner.

o Effectively introduced and integrated scalable solutions,

systems and applications across the Eastern Carolina Market.

Including but not limited to Active Directory, Microsoft Sharepoint

and Altiris Lifecycle Management.

o Restructured service desk to be the single point of contact

for the East Carolina Market. This provided the ability to meet the

communication needs of both the users as well as the IT department in

addition to satisfying both the objectives of the customer and IT as

the provider.

o Implemented best practices, policies and procedures across

the expanded division.

o Partnered with business unit executives to identify, develop

and implement IT opportunities to improve the operating effectiveness

and financial performance of the organization.

o Created high performance functional teams across the

divisional footprint to support, plan and implement technology.

o Created and implemented a multiyear technology roadmap to

guide the East Carolina Market in the use of technology and

accompanying business process changes to improve customer service

levels.

o Designed and deployed an intelligent enterprise portal that

seamlessly connects users, teams, and departments enabling end-to-end

collaboration.

o Reorganized the IT department in order to both provide

increased capability to plan and implement solutions as well as to

provide career growth opportunities for staff. Add a business

analysis function to provide for improved planning and business unit

liaison capabilities, and a security function to provide focus on

maintaining and improving system and physical level security as well

as SOX compliance. Additionally added an Asset Management component

to develop a more comprehensive tracking of computerized assets.

o Implemented a formal project management process within the

department. This resulted in 95% of all projects being completed on

time and within budget.

o Reviewed telecommunications costs and developed and

implemented recommendations. The results were a 34% reduction in

annual expenditures.

o Reviewed all maintenance agreements: and renegotiate with key

vendors. This resulted in shorter contracts and a 52% reduction in

maintenance expenditures.

o Defined and adhered to service level definition/agreement,

SLD's/SLA's, governing IT support functions with all SLD/SLA goals met

or exceeded within the first three months.

o Developed a plan to ensure ongoing compliance with SOX and

improving the efficiency and effectiveness of the current

compliance/assessment process.

System Engineering Manager

Provide monitoring and support on installation, operation and maintenance

tasks of the various high speed data networks including but not limited to:

HFC distribution network, cable modem termination, E-Commerce and Local

content servers, and commercial end-user bandwidth usage in conjunction

with the Regional Data Center. Responsible for creating and managing $3.5

million budget for the Roadrunner department. Provide advanced level

support to Develop and grow tiered support staff through instructor led

training, on the job training, and coaching. Troubleshoot and resolve

network related problems associated with delivering service to customers.

o Integral role in launching Road Runner High Speed Internet

Service in the Raleigh Division.

o Developed tier I and tier III support teams for the high-

speed data residential and commercial support. This included

processes and procedures and staff development.

o Developed several network monitoring tools to help manage

and monitor the high-speed data network infrastructure.

o Developed high-speed Internet abuse team to help manage

and monitor abuse of the HSI network.

o Responsible for all research and development of cable and

Internet products to determine feasibility. This included wired

and wireless Internet routers, cable modems, hardware and software

firewalls. This resulted in providing a wired and wireless

networking product offering to the Raleigh division customers.

o Built direct fiber installation team including the

processes and procedures to design, install, and maintain dedicated

fiber network.

o Constructed local content and ecommerce infrastructures to

provide extended web services to the Raleigh RR customers.

o Developed wireless product offering for commercial and MDU

market. Created design, installation and support methodologies for

wireless products.

AT&T Solutions Durham, NC 1999-2000

Senior Technical LAN Engineer

Plan, develop, and execute the optimal LAN architecture for a managed LAN

professional services offering. Total accountability for LAN network

analysis responsibilities which included: technology vs. benefit

consulting, health assessment, and current environment analysis; design and

engineering responsibilities which included: needs analysis, high level pre-

sales design, detailed post sales-design, site design documentation, and

site acceptance testing methodology. Perform as project lead which involved

extensive interaction with team members, program managers, and clients at

varying levels of the organization.

o Executed a series of LAN/Server network redesigns to

capitalize on emerging technologies, including the replacement of

obsolete systems with new LAN and client-server technology.

o Successfully led a team of engineers in redesigning a

LAN/Server infrastructure of 22 facilities with over 6500

employees, which resulted in a 42% increase in productivity

throughout the company.

Direct Response Insurance, White 1997-1999

Plains, NY

Senior LAN Engineer

Managed a diverse scope of responsibilities including but not limited to

LAN/WAN and client server infrastructure for this insurance operation

covering a 5 state footprint. Played a major role implementing new

technologies in this start-up organization, which resulted in the growth

and expansion of 2 additional office locations, to support the business

needs.

o Designed, engineered and implemented LAN/WAN and

client/server and desktop environments for new branch office

locations to facilitate the expansion of the business to multiple

states. The completion of this project provided extended hours of

coverage as well as improved customer service efficiency by 25%.

o Developed, implemented and managed Lotus Notes to provide

a scalable email, web and collaboration platform. Developed end-

user training program on features and functionality of Lotus Notes

application.

o Installed and configured Checkpoint Firewall 1 to secure

the perimeter which in turn secured the network resources,

migrating from a single PC with internet connectivity to a secure,

manageable internet connection from every end user desktop.

Hyperion Software, Stamford, CT 1995-1997

Senior Computer Systems Engineer

Key role in a team supporting 1800 users nationally and internationally.

Supported users in the setup of PC's and other peripherals. Extensive

support in the installation and configuration of various software

packages. LAN/WAN, Lotus Notes, and database administration. Implemented a

dedicated file server to maintain hardware and software drivers, updates

and fixes. Developed several installation scripts to increase software

installation efficiency to end user desktop machines. Designed a database

system to manage IT asset tracking which resulted in the ability to readily

identify the status of all the technology assets. Lead the organization in

a technology refresh program capitalizing on the emerging technologies and

application enhancements including the replacement of obsolete systems for

outside sales staff that were dispersed across the US, UK & Canada

The Wine Enthusiast, Hawthorne, 1992-1994

NY

Technical Support Specialist

Expert in the support of Novell Network in a client server environment.

Served as the initial point of contact for resolution of desktop related

issues in a 75-user environment. Extensive interaction with all levels of

the organization. Troubleshooting and maintenance of pc, network and

server environments. Upgraded from SCO UNIX to HP3000. Migrated from BNC to

Ethernet network. Installed all hubs and reconfigured all computers,

printers, and servers to reflect the upgrade. Automated the installation of

software to end-user PCs via DOS batch files, and Novell technology.

Education & Certifications

ITIL Foundations Certification - 2007

IT Service Management

Monroe College, New Rochelle NY

Associates Degree, Computer Science

American Intercontinental University - Online

Bachelors Degree, Information Technology

Bobby Kingsberry II Page 1 1/6/2010

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