Resume for Andrew L. Taylor

Andrew L. Taylor

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***** ******* ****, ******** ******* CO 80908 Phone: 719-***-****

Email: *******.******@*******.***

PROFILE

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Support Services and Operations Senior Director with 15 years of industry

experience creating and directing global product support delivery and

operations teams. Recognized for execution leadership in business and

technical operations, project management, support delivery process and

planning, mergers and acquisitions strategy and integration, security, and

business practice optimization for up to 6,500+ member product support

divisions. Proven track record of success at developing solutions that

improved customer satisfaction and the efficiency of product support

organizations.

. Technical Operations - Developed long .Management - Built and led global

term strategy and managed external teams of product support engineers and

facing applications and systems, managed business operations professionals with

vendor delivery, Capex and Opex budgets. organizational budgets up to $330M.

Managed infrastructure, application,

. Program Execution - Directed numerous and business practice development

technology and workforce globalization programs valued up to $20M, resulting

programs for large support services in up to 40% cost savings.

organizations, including website design

& KM.

. Innovation - Designed and implemented .Customer Satisfaction - 4 time J.D.

software and process solutions for Power & Assoc. award winning team for

global workforce management and Outstanding Customer Service

scheduling. Created capacity & global Experience. Numerous SSPA STAR and

shift models resulting in 80% direct WebSTAR awards for Excellence in

support utilization rates. Customer Support.

PROFESSIONAL HISTORY

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Senior Director, Business Operations, Automated Services 2010

to Present

Avaya Inc., Westminster, CO

Leader, Global Support Services Business Operations.

. Accountable for large business operations department, managing $330M

budgetary financials, vendor management, and headcount management,

for 2700+ member support organization.

. Owner of key performance indicator tracking and analysis,

organizational strategy, and all global support processes.

. Responsible for program management office, strategy execution,

communications, information security practice, and key initiative

development.

Leader, Avaya eSupport, knowledge, and digital content management, secure

connectivity, Services R & D tools and applications remote support.

Organizational responsibility for Services Information Technology

department, internal and customer facing digital presence for services

organization.

. Accountable for strategy and leadership of $3.8M redesign of support

website to transform a call center based support delivery model to a web

based support delivery model, including work forecasting, workforce

management to apply to shared work, work routing and assignment, and work

resolution. Includes a shift from staffing for phone calls to staffing

for availability through the web channel using live and virtual agents,

click to chat, click to video, click to call back technologies.

. Responsible for execution of $5.3M forklift replacement of knowledge

management application in support of cross-functional organizational

shift to knowledge centered support.

. Leading the management of repeatable and common global processes for

support delivery, continuous improvement, and increasing customer

satisfaction and net promoter scores.

Director, Global Remote Services 2006 to 2009

Avaya Inc., Highlands Ranch, CO - Leader, Emerging Technologies Customer

Support, Global Remote Services Business Operations, Technical Readiness,

and Security Practice. Organizational responsibility for customer support

department with a budget of $18.9M. Business operations responsibility for

2400+ employees and a budget of over $240M.

Brought on board to lead applications customer support organization

and create a business operations organization to standardize remote

services delivery, and globalize the organization through the creation and

implementation of global workforce management and work delivery models. The

policies and support delivery practices implemented during this period have

led Avaya to its highest levels of customer satisfaction, leading the

industry with the 2009 SSPA Software Technical Assistance Recognition

(STAR) Award for Industry Best Practices, and the J.D. Power & Associates

Certified Technology Service certification.

. Created global automated work delivery model, implemented for over

2000 employees via work assignment engine, skills bank, and schedule

applications, resulting in 19% increase in productivity.

. Centralized process ownership for the first three tiers of support,

resulting in support delivery standardization.

. Reduced organizational expenses by 35% (outside of salary and

benefits) and reduced headcount by 12%.

. Improved all key performance indicators by more than 20% for all

customer support delivery teams managed.

. Led headcount and budget program for low cost geography expansion,

resulting in over 50% of the organization working in low cost locales by

the end of FY 2009 (Argentina, Hungary, China, India).

. Global Support Services leader for five corporate acquisitions.

Completed three integrations valued at over $200M.

. Led Technical Operations for Global Support Services organization,

owned global business practice and technology change management,

completed business requirements and processes for seven major, multi-

year, support infrastructure projects costing over $20M.

. Developed skill management strategy for Global Support Services,

leading to full automation of work delivery.

.Led knowledge management program release to customers and internal

users, spanning two years, valued over $5M.

.Maintained ISO 9001:2000 certification via external and internal audit

programs.

Director, Global Technical Operations 2004 to 2006

Oracle Corporation, Colorado Springs, CO - Leader for change management,

acquisition integration, global process owners (Global Standards Team), and

global project management teams.

Brought on board to provide customer support as a technical

analyst. Developed and taught the curriculum for integrating Oracle

databases with Microsoft Active Directory. Promoted into management and

created a model for employee schedule management across the Americas.

Designed the internal capacity management application that became a key

mechanism used to propel the organization from a call center to a

predominantly web ticket based knowledge center. Assumed responsibility for

strategic planning for the global support organization, and won numerous

organizational awards, including: the 2002, and 2004 to 2006 Software

Technical Assistance Recognition (STAR) Awards for Innovative Support from

the Service and Support Professionals Association (SSPA), the 2004 "Stevie

Award" for Best Customer Service Organization, and the 2003 to 2006 WebSTAR

Service Excellence Awards from the SSPA.

. Completed seven corporate acquisitions, valued over$17B.

. Led the creation and management of global processes for the 5,000+

member product support organization.

. Directed numerous global support projects to include support hosting,

work prioritization and monitoring.

. Created the first Global Product Support Security Process Owner team,

and developed cross-line-of-business and C-level relationships leading to

85% reduction in service requests due to product security fixes.

. Consolidated the global support organization on the same tools and

processes, resulting in standardization necessary for movement to future

state infrastructure.

Senior Manager, Product Support 2003 to 2004

Oracle Corporation, Colorado Springs, CO - Directed teams of customer

support engineers and business operations professionals, managed customer

escalations, and coordinated training, staffing, and schedules for 290

member Americas support organization. As a leadership team member, created

strategic plans for meeting organizational goals.

. Designed and implemented capacity management system for 5,000+ member

global product support organization.

. Developed new staffing models that reduced out of hours support

expenses by $1M/YR.

Manager, Product Support 2000 to 2003

Oracle Corporation, Colorado Springs, CO - Managed a team of 18-20 support

analysts, supervised customer escalations, and developed staffing capacity

for 240 member North American support organization.

. Responsible for capital acquisition, resource allocation, reduction

in force efforts, escalation management, resulting in 15% cost savings.

. Utilized key metrics to identify areas of improvement in business

operations and service delivery.

Senior Technical Analyst 1999 to 2000

Oracle Corporation, Colorado Springs, CO - High-level technical support of

the Oracle Server Database (v. 7.xx and 8.xx) on Windows NT and Novell

platforms through test case analysis in test labs, and documented

solutions.

. Provided in-house training and curriculum development, resulting in

direct instruction of 130 employees.

. Managed server and PC troubleshooting support for local organization,

saving over $100K per year in IT costs.

Adjunct Professor, Microsoft Certified Trainer, Independent Contractor

1998 to 2004

Colorado Technical University, Colorado Springs, CO - Instructor, Microsoft

Official Curriculum and IT Security curriculum.

Systems Engineer

1998 to 1999

MCI Systemhouse, Colorado Springs, CO - Administered, supported, and

installed Windows NT servers in Ethernet and Token Ring environments.

Developed operating system and software images, created applications for

platform installations, and performed internal training for programs valued

over $10M.

Systems Support Specialist 1998 to 1998

Profit Systems, Colorado Springs, CO - Provided administration and support

for Windows NT/Novell network. Installed and administered servers and user

accounts, performed security management and problem resolution, and

maintained disaster recovery media. Delivered telephonic systems support

for company customers, and documented solutions.

EDUCATION

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Master of Science, IT Management Colorado Technical University, Colorado

Springs, CO

Bachelor of Arts, Psychology University of Pennsylvania, Philadelphia,

PA

Military Service

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Russian Linguist United States Army, Military Intelligence. Security

Clearance: Top Secret/SCI. Honorable Discharge

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