Engineer Customer Service

Thomas E. Stluka

www.stluka.com **** Shaker Drive Phone: 703-***-****

www.linkedin.com/in/tomstluka Herndon, VA 20170 Email: ******@******.***

Business and technical metrics architect. Expert in all aspects of analysis and reporting

requirements definition, data modeling, statistical analysis, report design and automation.

Technical leader and mentor. Skilled at presenting and explaining complex information to all

levels of management from individual staff to senior executives.

SUMMARY OF QUALIFICATIONS:

Over 20 years experience in telecommunications industry ( engineering, operations, IT, finance,

corporate development, marketing/sales support, and customer service).

15 years doing rigorous systems analysis (network traffic, data flow, and business processes)

Excel Guru and expert ability with Microsoft Office applications suite, including VBA scripting.

SQL Expert with 10+ years experience in database architecture and query design.

15+ years experience with UNIX network/system administration with Perl and shell programming.

PROFESSIONAL EXPERIENCE:

Systems Engineering Services (2007 Present)

Sr. Consultant Metrics Analysis and Reporting.

Opened the door for new business as the first SES contractor placed with each client.

Helped SES to win a Statement of Work contract with Verizon Business .

Time Warner Cable Service Transition (2012 Present)

o W orked cross-functionally across four different management groups to define Key

Performance Indicator metrics linked to specific objectives and to develop and automate

reports of these metrics for executive consumption.

o Provided documentation showing the relationship of metrics to objectives and

documentation of all of the data sources and calculations used to produce metrics.

o Developed tools in SharePoint for tracking and measuring activities of the Service

Transition Team .

o Developed modeling tools to forecast resource requirements .

Time Warner Cable - Commercial Operations (2011)

o Reverse-engineered and optimized the undocumented production code that had been

built by my predecessor in a rapid development environment. Streamlined the process

by which data was retrieved from salesforce.com and OMSe and loaded into an Oracle

reporting database. Organized and standardized the data and reporting processes and

developed documentation for both the developers and the end users.

o Developed compliance metrics to measure user adherence to standard processes and to

assess the validity of performance metrics that were already being reported. As a result,

compliance increased from 71% to 92% greatly improving the accuracy of our reports.

o Implemented Unix shell scripts, Windows batch files, and VBS scripts to automate the

production of reports. This streamlined the reporting process so that the work could be

accomplished by half the staff.

Verizon Business Business Process Analysis and Reporting (2007 2011)

o Overhauled a highly manual reporting process by incorporating VBA macros, external

data queries, pivot tables, and advanced formulas and charting in Excel. Obtained

ODBC access to enterprise database systems and created local MS Access databases

to replace Excel data files. Reduced report production time by 75%.

THOMAS E. STLUKA

o Designed and developed statistical modeling tool to support analysis of the order

fulfillment interval and time spent on individual provisioning tasks. Distinguished outliers

from true normal behavior and identified trends to measure the effectiveness of ongoing

process improvement activities.

Nextel / Sprint (2002 2007)

Principal Engineer/Analyst, Network Quality Engineering (2006 2007)

Developed a work-flow tool in JIRA/MySQL to track all network quality issues to resolution.

Designed and built a custom web based dashboard using ASP to pull data from MySQL.

Produced numerous network performance reports using Excel and Business Objects.

Senior Manager, Network Engineering Systems Support (2005 2006)

Managed a team of eight engineers responsible for defining all of Nextel Network Engineering s

tool requirements, performing user acceptance testing, and providing user training and support.

Led and managed the requirements/development/testing/adoption of a single enterprise tool to

support Nextel s national and local MSO equipment planning activities. This tool was built on a

Hyperion Essbase platform based on the prototype that I developed.

Managed relationships with Network Engineering, IT, and PMO, throughout numerous program

and organizational changes, to provide focus and to ensure cooperation and on-time delivery of

enhancements to the enterprise implementation of Metasolv s TBS product.

Systems Engineer, MSO Capacity Planning (2002 2004)

Led efforts to revamp Nextel s semi-annual network planning process to allow greater

involvement of field personnel and to ensure better communication of network build plans to all of

planning and deployment staff resulting in 10+% reduction in capital spending and significantly

improved relationships between NHQ and the field.

Conceived, designed, and developed a comprehensive set of Excel tools for planning capacity

and reporting utilization of all of Nextel s MSO elements. These tools and reports were

immediately adopted as the new planning and reporting standard for the Nextel engineering

team.

UUNET / WorldCom / MCI (1993 2001)

Senior Analyst, Strategic & Financial Planning (1999 2001)

Conceived revenue forecasting methodology and developed MS Excel planning tool used by all

UUNET finance directors in developing their annual budgets and long-range forecasts.

Analyzed the financial impact of key network issues for UUNET s C hief Financial Officer:

o Demonstrated that network traffic (at that time) was growing at a rate of 3x per year not

10x per year as was being reported by investment brokers throughout the industry.

o Successfully argued to prevent the company from investing over $1 billion in trans -

oceanic cable systems ventures that would not be needed.

o Successfully demonstrated that implementing a reciprocal compensation policy (to

charge other ISPs for exchanging traffic) would result in a net loss for the company.

Educated W orldCom executives about the network economics (design, performance, capacity,

and cost) of IP traffic vs. traditional voice and data.

Lead Analyst, Network Capacity Planning (1997 1999)

Projected network capacity requirements (based on sales forecasts, network utilization, and

quality of service metrics) for UUNET's OC-12 and OC-48 domestic backbone.

Defined metrics to measure the operational efficiency and performance of UUNET s network.

Used these metrics to demonstrate that planned network growth outpaced demand.

Developed the business case for the RAP (Remote Access Point) that allowed UUNET to

profitably connect high speed customers in locations where we did not have a hub.

Lead Engineer, Network Planning & Implementation (1996 1997)

Official liaison to Sales from Operations, providing weekly reports on network activities to the

Sales management team. Greatly improved interdepartmental relations by warning Sales of

service delivery issues and by championing revenue impacting issues within Operations.

1221 SHAKER DRIVE HERNDON, VA 20170

PHONE: 703-***-**** E-MAIL: ******@******.***

THOMAS E. STLUKA

Designed and developed UUNET s circuit-orders tracking database. Directed a team of four

telecommunications specialists who managed vendor relationships and coordinated the

installation of over 1000 circuit orders for UUNET's backbone.

Designed and developed UUNET s configuration management and provisioning database. This

was instrumental in forecasting port capacity requirements and planning network hardware

deployment. Managed a network data integrity project involving a complete network audit and

the implementation of consistency-checking algorithms to maintain database accuracy.

Manager, Backbone Delivery & Provisioning (1994 1996)

Managed a team of six field service technicians and over twenty remote contractors responsible

for the installation and maintenance of UUNET s network, growing it from 13 to 34 cities. Created

planning and logistics functions to minimize downtime for scheduled maintenance.

Managed the integration of new products and technologies within UUNET Network Operations.

Lead Engineer, Customer Service Installation (1993 1994)

Created procedures manual and training documents for UUNET s Customer Install Department.

InterCon Systems Corporation (1992 1993)

Project Lead, Software Testing & Quality Assurance (1993)

Engineer, Customer Technical Support (1992 1993)

KDES and MSSD at Gallaudet University (1991 1992)

Engineer, Computer Support

Software Productivity Consortium (1989 1991)

Engineer, Internal User Support (1990 1991)

Summer Intern, Documentation Specialist (Summer 1989)

VOLUNTEER EXPERIENCE:

Boy Scouts of America

Troop 159 Committee Member (2010 Present)

Troop 159 Recruiting Chairman (2010-2011)

Pack 1169 Committee Chairman (2008-2011)

Pack 1169 Assistant Cubmaster (2007-2008)

Pack 1169 Webmaster and Technology Chairman (2006-2008)

Congregation Beth Emeth

Network Administrator and Technology Committee Member (1995 Present)

Technology Committee Chairman (2002-2004)

Shaker Woods Homeowners Association

W eb Services Administrator (2006-2010)

JAG Industries, Inc.

Strategic Advisory Committee Member (2005-2006)

Edlin School Parent Teacher Organization

PTO President (2005)

EDUCATION:

University of Virginia

B.A. Mathematics (1990)

1221 SHAKER DRIVE HERNDON, VA 20170

PHONE: 703-***-**** E-MAIL: ******@******.***

THOMAS E. STLUKA

Keywords:

Architect Troubleshooting SOQL

Design Communication Hyperion

Planning Mentor Essbase

Metrics Teacher SharePoint

Operations Research Trainer JIRA

Decision Science Programmer Remedy

Analysis Developer Business Objects

Error MS Office Good Data

Normalization Excel ASP

Trending Database W eb

Forecasting Oracle Unix

Predicting PL/SQL Shell Scripting

Process Engineering MS Access Perl

Systems Jet VBA

Solutions Salesforce.com Mathematics

Documentation Presentation Apex

1221 SHAKER DRIVE HERNDON, VA 20170

PHONE: 703-***-**** E-MAIL: ******@******.***

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