Management Customer Service
Resume:
Email address
*********@*****************.***
First Name Middle Last Name Suffix Maiden Name
John M Flanagan
N/A
Work Phone & Ext Toll Free Phone Fax Phone Home Phone
Cell Phone Pager Personal Web Site Address
Secondary E-mail
jamfconsult@yahoo/cpm
Address City, State
Zip
9 Deauville Dr Parsippany NJ 07054
Month/Year Hired Month/Year Left Total Years with Company
Mar 1999 Select Select 3
Office Division Title
Metro New York Consulting National Partner
Country Other Employment Details
(Previous positions, duties, or fun info)
United States
Company Name Position
HItachi Consulting SVP
Company Web Site
http://hitachiconsulting.com
Company Size (employees) Est. Company Revenue Industry
251+ > $25,000,000 Consulting
Do you hold any professional certifications
(Separate with commas)
Other Current Employment Details
(Description of Position)
Birthday Marital Status Spouse's Name Anniversary
Select Select Married
Children's Names & Ages
c Copyright Andersen Alumni Association 2012. All Rights Reserved.
Flanagan, John 60409.doc
John M. Flanagan
Vice President Communications Industry
Summary
Mr. John Flanagan is responsible for account management in a number of the Tier 1
Communications Service Providers in North America. He has over 29 years of experience and
specializes in the area of Customer Order to Cash OSS processes, and financial reporting
consulting in the communications (Cable, Wireline, Wireless, Broadband) industry. He
started his career with 16+ years in industry mostly with AT&T. He has been a consultant
to the communications industry for the last 13 years and has led projects at a senior
level for several major clients (Adelphia, AT&T, AT&T Broadband, Bresnan, Bright House
Networks, Comcast, Insight Communications, Mediacom Communications, Rochester Tel, US
West, Time Warner Cable) while with Coopers & Lybrand, PricewaterhouseCoopers, Arthur
Andersen, BearingPoint and Hitachi Consulting.
Knowledge
Functional Expertise: Operations Support Systems/Business Support Systems (OSS/BSS) order
to cash processes, Customer Relationship Management and Call Center Operations, Product
Management, Business Intelligence and Financial Reporting, Project Management & New
Product Launch
Industry Expertise: Communications (Cable, Wireline, Wireless, Broadband) and
Professional Services
Technologies: working knowledge of Operations Support Systems/Business Support Systems
(OSS/BSS) (e.g., order entry, provisioning, recording, rating, billing, collecting,
reporting, and account management, Financial systems (e.g., General Ledger, Accounts
Receivable, Accounts Payable) and Network Management (e.g., monitoring, asset management,
fault management, trouble management)
Hitachi Consulting Experience
Large Cable Multiple System Operator (MSO)
Officer in Charge, 4G Wireless Wholesale Interface Specifications Oct 2008 Apr 2009
Provided thought leadership and project oversight as a part of the strategic effort to
identify detailed specifications for the design of a wholesale interface to support the
order management process between several retail partners with their wholesale supplier.
Directed a robust Business Needs Assessment through an extensive set of interviews,
workshops, and management reviews to understand and document the business needs across the
3 retail partners.
Supported the readout sessions that included the 3 retail partners as well as the 2
wholesale partners.
The final deliverable is the foundation for the design and development plans for the
wholesale interface to be built.
Large Cable Multiple System Operator (MSO)
Officer in charge, Voice Service Provider Alternative Business Model Identification and
Assessment Oct 2008 Apr 2009
Provided thought leadership and project oversight as a part of the strategic effort to
identify alternative business & operating models for the client to deliver its voice
service offerings.
Directed a robust Business Model Assessment through an extensive set of RFIs, vendor
discussions and a detailed Network design and cost analysis to identify a potential cost
savings opportunity for the client.
Supported the readout sessions that included several sessions with the project sponsor
and a final readout to the CEO and all the senior executives.
The final deliverable became the foundation for negotiations with the current supporting
vendor and the framework for the future design.
Large Cable Multiple System Operator (MSO)
Officer in charge, ISP Platform MigrationMar 2006Oct 2006
Led a team to successfully migrate a major MSO from a legacy outsourced ISP platform to
an internal solution in an accelerated 60 day timeframe including acquiring all new
internet circuit connections. Handled the PMO, Network Circuit procurement, Data cleansing
and migration in conjunction with the client team responsible for the Network Design.
Large Cable Multiple System Operator (MSO)
Officer in charge, Voice Service Provisioning Platform Migration Support Mar 2008 Apr
2009
Provided thought leadership and project oversight as a part of the strategic effort to
support the launch of a new provisioning tool and migrating the existing customer base in
a control market launch and migration.
Large Cable Multiple System Operator (MSO)
Officer in charge, Voice Service VoIP Implementation & Deployment Apr 2006 Mar 2009
Provided thought leadership and project oversight as a part of the strategic effort to
design and launch an IP based voice service to complement the client s existing TDM voice
service offering with a cap & grow approach in existing markets and an IP only service
offering in all new markets. Major areas covered by the project included the following:
Provided overall Project Management Office for the implementation effort. Created end to
end project plan and managed multiple functional areas from design to final implementation
and commercial launch.
Managed and coordinated fiber, PSTN and 911 network builds and softswitch deployment.
Coordinated and conducted end to end product and call through testing in each region and
system.
Developed and documented order to cash methods and procedures to support the voice
product.
Provided assistance in the development and implementation of flow through provisioning
from initial order to eMTA turn up at the customer premise.
Successfully program managed the effort and completed implementation across the initial 9
markets in 9 months with an additional revenue stream generated in launch regions and
systems while increasing customer stickiness and reducing churn for customers with
multiple products.
Provided additional support for new market launches, network & operations testing and
management reporting for additional market roll outs.
Large Cable Multiple System Operator (MSO)
Officer in charge, Commercial Services IP Trunking Configuration Testing Sep 2007 Jul
2008
Provided thought leadership and project oversight as a part of the strategic effort to
launch an IP Trunking service in the commercial market.
Large Cable Multiple System Operator (MSO)
Officer in charge, Voice Service Provisioning Platform Migration Support Nov 2007Mar
2008
Provided thought leadership and project oversight as a part of the strategic effort to
support the launch of a new provisioning tool and migrating the existing customer base in
a control market launch and migration. Project was responsible for the following:
Designing and instituting the Program Management Office at a major Cable provider to
implement a new ordering and provisioning process as it pertains to third party services
(E911, CARE, LIDB, CNAM) associated with its Cable Telephony offering. This included
managing 3 different project teams comprised of 60+ resources through an integrated
project plan. The projected teams included individuals from 2 different consulting firms,
internal client resources as well as numerous independent contractors. Responsible for the
overall design, development and implementation of E911 service with regard to the MSAG
(Master Street Address Guide) validation and ALI (Automatic Location Identifier) database
population as well as the PSAP/ESN (Public Safety Administration Point/Emergency Services
Number) identification and routing indicator.
Large Cable Multiple System Operator (MSO)
Officer in charge, Voice Service Entry Assessment & Deployment Apr 2003 Jul 2006
Led a team to assess the residential telephony market for a Voice over Internet Protocol
(VoIP) based service from a major Cable Company provider. This was a significant endeavor
and encompassed assessing several major areas (e.g., market, network, regulatory,
operations) in order to determine demand, capability and approach. The project stretched
across all aspects from strategy to deployment with vendor selection, network design &
build out, provisioning tool selection & implementation, softswitch analysis, operational
methods & procedure development, Network Operations Center design & deployment, IT Lab
design and deployment, front line (customer, technical and installation service & support)
operations training. The project culminated with the successful launch of a residential
phone service.
Prior Work History
BearingPointManaging DirectorAug 2005Jul 2002
Arthur AndersenPartner / Sr. ManagerJun 2002Mar 1999
PricewaterhouseCoopers, Coopers & LybrandSr. Manager/ManagerJun 1995 Mar 1999
AT&T>District ManagerNov 1983June 1995
Prior to joining the consulting ranks, Mr. Flanagan was a District Manager with AT&T for
12 years where his experience included business process reengineering, change management,
operations analysis and productivity improvement, management accounting and activity based
management, financial systems, IT strategy development, benchmarking, billing systems, and
regulatory planning and accounting. He has managed a large process reengineering effort
aimed at establishing the processes, technologies and organization structures necessary to
deliver integrated marketing, operational and financial information along the multi-
dimensional axes of customer segment, product mix, and geographic dispersion. He has also
completed studies of billing, message and revenue reporting processes; developed and
reviewed line-of-business reporting systems; and participated in an extensive process
design effort for end-to-end customer account management encompassing order entry, message
recording & rating, bill processing, customer inquiry, collection management, and revenue
& receivable accounting.
He has also held financial management positions for revenue & cost centers (i.e.,
business units & support divisions), billing & customer account management, revenue
accounting & reporting and regulatory management & reporting.
Exxon Research & EngineeringManagerSep 1981Nov 1983
Mr. Flanagan has over two years of experience with Exxon Research & Engineering in the
areas of accounting and finance.
Knights of Columbus Life InsuranceSalesmanMay 1979Sep 1981
Mr. Flanagan has over 2 years of Life and Health Insurance sales and customer service
experience.
Additional Experience
Mr. Flanagan s accomplishments include:
Led a team to assess the residential telephony market for a Voice over Internet Protocol
(VoIP) based service from a major Cable Company provider. This was a significant endeavor
and encompassed assessing several major areas (e.g., market, network, regulatory,
operations) in order to determine demand, capability and approach. The project stretched
across all aspects from strategy to deployment with vendor selection, network design &
build out, provisioning tool selection & implementation, softswitch analysis, operational
methods & procedure development, Network Operations Center design & deployment, IT Lab
design and deployment, front line (customer, technical and installation service & support)
operations training. The project culminated with the successful launch of a residential
phone service.
Led a team to successfully migrate a major MSO from a legacy outsourced ISP platform to
an internal solution in an accelerated 60 day timeframe including acquiring all new
internet circuit connections. Handled the PMO, Network design, Data cleansing and
migration.
Led a team to assess the potential customer base, ascertain their service needs and
determine their willingness to purchase commercial services from the Cable Company. In
addition, developed a business case that identified the potential share the Cable company
could expect to capture in their major markets, expected revenues, capital outlay and
Return On Investment (ROI).
Led a team that assisted a major MSO with strategy, architecture and implementation of a
data warehousing solution for customer service. Participated in the development of the new
system, working in conjunction with MSO s IT group with the required hardware and software
selection, installation, configuration, testing of the database and associated data
warehouse tools and operating system as well as the associated security. Provided support
in the following areas: program management including planning and control, communications,
risk management and change enablement; business requirements gathering and process
requirements design; system analysis and design, including information requirements and
data modeling; technical architecture, including hardware, software and network;
construction of system modules including testing and validation of new system modules; end
user training (e.g., training plans, administration); post implementation analysis and
validation.
Led a project team to project manage the implementation of Customer Interaction Center
(CIC) from Interactive Intelligence, Inc. (I3) to provide a major MSO with a single system
to route calls through a universal Interactive Voice Response (IVR) system. Assisted the
customer with project management leadership and support including change management,
communications and go-live support. Developed the business requirements for the IVR and
supporting applications, including designing the IVR flows and messaging, and providing
technical requirements for the client s Resource Center and Bulletin Outage Board support
sites. Created policies and procedures for call handling, channel line up and rate code
management and network outage management for all impacted functional areas, including
customer service, internet service, dispatch, field technicians and engineering. Defined
data needs and led efforts to identify sources, define table structures, collect,
aggregate and cleanse data and manage changes and updates to the information. Performed
system load, stress, geo-routing and user acceptance testing efforts, tracking any issues
uncovered and ensuring resolution. Developed training materials and provide support during
train-the-trainer and end-user training sessions.
Led a team at a major Cable provider to install Remedy Help Desk, Trouble Ticketing and
Knowledge Management for a High Speed Data product set. This included project management,
business requirements identification, software configuration, training development &
delivery, testing and rollout support.
Led a team at a major Cable provider to assist with the re-launch of its high speed data
cable modem internet access service. This included the review and selection of an ISP
provider in conjunction with the conversion of the existing customer base from the
existing service provider. The conversion efforts entailed the program management, data
migration, customer communications, operational training and network configuration
support.
Led a team at a major Cable provider to assist with the key data element identification,
cleanup and migration from multiple legacy platforms to a new standard operating system &
process platform. The data cleanup efforts entailed error identification, root cause
analysis and tracking through resolution. This required the establishment of a data
repository with numerous interfaces to legacy source data and a web based analytical and
tracking tool.
Designed and instituted the Program Management Office at a major Cable provider to
implement a new ordering and provisioning process as it pertains to third party services
(E911, CARE, LIDB, CNAM) associated with its Cable Telephony offering. This included
managing 3 different project teams comprised of 60+ resources through an integrated
project plan. The projected teams included individuals from 2 different consulting firms,
internal client resources as well as numerous independent contractors. Responsible for the
overall design, development and implementation of E911 service with regard to the MSAG
(Master Street Address Guide) validation and ALI (Automatic Location Identifier) database
population as well as the PSAP/ESN (Public Safety Administration Point/Emergency Services
Number) identification and routing indicator.
Led a team at a major Cable provider to assess their process and system readiness in the
areas of ordering, provisioning and billing to handle their launch into Cable Telephony.
Led a team at a large Telco in identifying and assessing major risks associated with
critical technology initiatives targeted at delivering on their overall business strategy.
Managed a large process reengineering effort aimed at establishing the processes,
technologies and organization structures necessary to deliver integrated marketing,
operational and financial information along the multi-dimensional axes of customer
segment, product mix, and geographic dispersion.
Led a client team in the development of the overall strategy, processes and organization
design for their risk management function as part of a Revenue Assurance Management
project with a large telecommunications company focused on improving working capital and
bad debt performance. This included a vendor selection process securing a qualified
software company with significant credentials in credit decision making and the Telecom
industry. A customer portfolio analysis was completed to establish customer treatment and
account management strategies and policies that impact credit, collections and usage
management. Business requirements were established for a credit decision management
process encompassing both systems and operations capabilities.
Developed business requirements for an Accounts Receivable information database with easy
access to both management and operational reports at multiple levels.
Completed studies of billing, message and revenue reporting processes; developed and
reviewed line-of-business reporting systems; and participated in an extensive process
design effort for end-to-end customer account management encompassing order entry, message
recording and rating, bill processing, customer inquiry, collection management, and
revenue & receivable accounting.
Managed a critical work stream that quantified both the financial and operational impacts
associated with a major telecommunications company s compliance with the Number
Portability issue of the Telecommunications Act.
Assessed the degree to which CFO organizations have emerged as business partners in a
number of companies across 3 major industries. This included interviewing top executives
in these companies to identify current trends and corporate thinking on this subject.
Clients
Mr. Flanagan has specific experience in the communications industry. His clients have
included the following corporations:
Adelphia Communications Corporation
AT&T
AT&T Broadband (now part of Comcast)
Bresnan Communications
Comcast
Concert Communications (former joint venture of AT&T and BT)
Insight Communications
Mediacom Communications Corporation
Rochester Telephone
Time Warner Cable
US West (now Qwest)
Education and Certifications
B.S. in Accounting and Business Management, Fairleigh Dickinson University
M. B.A. in Financia, Fairleigh Dickinson University
Completed the Advanced Management Program from Duke University Fuqua Graduate School of
Business.
Received a Certificate in Telecommunications Analysis from New York University.
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Client Cross Reference
Instructions:
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Generic Client Name Actual Company Name
Large Cable Multiple System Operator (MSO)
Large Cable Multiple System Operator (MSO
)
Large Cable Multiple System Operator (MSO
)
Large Cable Multiple System Operator (MSO
)
Large Cable Multiple System Operator (MSO
)
Large Cable Multiple System Operator (MSO
)
Large Cable Multiple System Operator (MSO)
BearingPoint
Arthur Andersen
PricewaterhouseCoopers, Coopers & Lybrand
AT&T
Exxon Research & Engineering
Knights of Columbus Life Insurance
Comcast
Mediacom Communications
Insight Communications
Bright House Networks
Insight Communications
Bright House Networks
Time Warner Cable
Mediacom Communications
Bearing Point
Arthur Andersen
Pricewaterhouse Coopers, Coopers & Lybrand
AT&T
Exxon Research & Engineering
Knights of Columbus Life Insurance
Updated: John Flanagan
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