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Customer Service Product Development

Inglewood, California, United States
January 18, 2018

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Connell Black 310-***-****


Monarch Training Systems – Business and Process Consultant June 2011 to present (contracted as needed) While working with MTS over the years, I have applied well-developed business and process consulting skills and in-depth industry and functional knowledge in the execution of assignments in various industries. Projects/Activities

- General and strategic corporate strategy

- Produced strategies and processes for transformation.

- Performed company turn around analysis and implementation.

- Facilitated both ILT and IMI (Instructor Led Training and Interactive Media Instruction)

- Outsourcing and insourcing staff to meet corporate objectives.

- Mergers and Acquisitions as well as Joint Venture formations

- Ownership restructuring to gain favorable financial positions

- Developed formal process documentation procedures

- Created process flow diagrams

- Identified and implemented process improvements driving issue resolution/risk mitigation activities

- Collected data and information and using analytics and reporting to influence and provide transparency to senior leadership and executives

- Coordinate all aspects of lean process improvement initiatives/projects, including defining and measuring the problem, conducting detailed work analysis and developing and controlling outcomes-based process improvement and implementation work plans

Discovery International – IT Consultant Sept. 2015 – August 2017 Technology and Operations consultant responsible for assessment and improvement of the overall capabilities of the enterprise. By aligning business objectives with technology objectives and insuring optimum operational efficiencies, I was able to gain a measurable increase in productivity (35%) and margins (19%). Projects

- Assessment of current IT and telecom operations enterprise, which include local office and international remote clients and effectively saved 30%.

- Gained 30% efficiency in customer response by establishing standards and procedures for technology deployment and full documentation of assets and processes, including documentation/optimization of wired and wireless infrastructure.

- Optimized administration of all computer network and cloud-based VoIP operations, using Skype, TeamViewer, Remote Desktop, and other various support tools

- Executed TEM (Telecom Expense Management) activities to identify cost trends, billing reconciliation issues and costs savings with carriers/vendors on telecom services (Mobile, VoIP, Internet) SCTXI/Rush Enterprises – SAP Implementation Training Consultant July 2014 – September 2015 Delivered deployment training and end user support initiatives (onsite and remote) to maintain and further enhance the SAP skills/proficiency within the end user community on the Rush customized SAP WM/SD modules. Projects

- Implementation of a customized SAP solution to over 65 sites nationally in 13 months.

- Created a dynamic electronic procedural manual upon request of local managers, that corporate IT later adopted enterprise-wide.

Connell Black 310-***-**** AxxessConnect – Senior Vice President of Business Development and IT September 2002 – May 2014 Co-founder, C-level Executive leadership in Business Development, Operations, and Information Technology that consistently evaluated and executed revenue generating opportunities, including full P&L responsibilities and overall customer satisfaction. Responsible for offering (design/bid/win/implementation) of data circuit solutions (DS1-OC-12) to the Department of Defense/Defense Information Systems Agency (DoD/DISA) via IDIQ task orders. In addition, provided full service delivery and operational maintenance support for all telecom circuits delivered via various LECs, CLECs and cable service providers, insuring SLA levels were met/exceeded. Responsible for enterprise IT infrastructure, including LAN/WAN, servers, data center, security, firewalls, routers, VoIP network, all applications and software development, aligning systems with business needs. Projects

- On-time delivery over 300 point-to-point data circuits/task orders on an IDIQ contract for DoD/DISA infrastructure throughout the world.

- Worked with prime contractors on major seat management contracts using Primavera to track progress of work schedules and designs.

- Migration from TDM Nortel PBX to VoIP, including ordering/provisioning/grooming DID, ISDN, and PRI circuits to SIP trunking, using Cicso Call Manager and other various tools for MAC (Moves, Adds, Changes) and feature sets.

- Design/implemented cellular tower climbing safety school program for external companies, which provided certified climbers for mobile telecom companies throughout the nation.

- Implementation of IT infrastructure including Windows Server 2008, Exchange, Salesforce over a Cisco- core wired and wireless WAN.

- Created TEM (Telecom Expense Management) systems for tariffed and non-tariffed services, including but not limited to carrier trunks (DS1, PRI, DS3, OC-X), Internet Services, VoIP and mobile services.

- Negotiated telecom services contracts with Tier 1 and Tier 2 carriers to obtain favorable pricing via consolidation, network optimization and new technologies implementation.

- Produced processes for account reconciliation to insure billing accuracy.

- Worked with Finance Department to insure proper payment processing and consistency with budget constraints.

- Project managed LTE radio/cabling upgrades projects for T-Mobile in the Midwest, My crews performed hardware upgrades, hybrid cable upgrades, sweep/PIM testing, new power distribution and full documentation of tower work.

- In collaboration with BellSouth, led a five-month post hurricane telecom services restoration effort. Given a 10- day target, in 6 days, I spearheaded a national recruiting effort, staff, train and manage the logistics of 3 teams, consisting of 29 Outside Plant engineers. Within the 5-month effort, our team closed over 10,000 trouble tickets, resulting in $1.8 million in revenue, exceeding target projections. Extant/Dynegy - Director of Product Development Feb. 2000 – Sept. 2002 In charge of global wholesale product development opportunities by investigating and creating product development ideas that met corporate and customer objectives including Frame Relay, ATM, SONET, dark fiber, IP and data storage. Projects

- Implementation of Six Sigma lean process improvement in service delivery and other operations throughout the enterprise, resulting in 20% efficiencies in customer delivery of product and services US Xchange – Director of IT/Packet Switched Technology Sept. 1997 – Jan. 2000 A direct report to the CEO (employee #3 that grew to over 500), assisted in hiring and organizational development of a Competitive Local Exchange Carrier (CLEC) that sold for $568 million. Implemented and operated the Information Technologies group, including hiring and mentoring the Managers, System Analysts, Oracle DBAs, Network and Desktop Administrators. Worked intricately with Product Development and Sales team to provide business solutions, process definitions and improvements, including deploying the first DSL services in the Midwest. Hired staff of 12 direct reports and 35 indirect reports, including creating and operating with a $3.5MM capital budget. Connell Black 310-***-**** Projects

- Designed and implementation of the Packet Switched Technology infrastructure, which allowed for voice (VoIP) and data (Internet, Frame Relay/ATM, DSL, ISDN, PRI, dedicated Point-to-Point).

- Negotiated telecom services contracts with Tier 1 and Tier 2 carriers to obtain favorable pricing for interconnection with off-net solutions.

- Produced processes for account reconciliation to insure billing accuracy.

- Negotiated telecom services contracts with Tier 1 and Tier 2 carriers to obtain favorable pricing via consolidation, network optimization and new technologies implementation.

- Produced processes for account reconciliation to insure billing accuracy.

- Designed and implemented the ISP offering, which included connectivity and web hosting.

- Designed and implemented the Software Development Group (SDG) for application development and Oracle database administration, which was developed on Microsoft Servers, Sun Unix/Linux servers with Visual Basic, C++, HTML and Perl. These platforms supported;

- Operational Support Systems (OSS), including Metasolv Billing and Customer Service

- Customer facing applications and company web site. Rapids Design Services – Communications Supervisor June 1996 – Sept. 1997 Managed, mentored and guided Network Administrators and external vendors in operating the General Motors subsidiary’s international voice and data networks. Projects

- Designed, programmed and deployed Nortel phone systems nationwide, creating greater interoffice work efficiencies and cutting interoffice costs by 22%

- Redesigned, configured and deployed a more cost-efficient Cisco-based International WAN, improving network performance by 40%.

- Re-negotiated telecommunication rates and services from IXC and LEC carriers, saving the company more than 30% on national long distance and 50% on international rates.

- Standardized desktop deployment throughout the enterprise to increase productivity and improved customer support efficiencies.

US Signal – Senior Network Analyst Dec. 1990 – June 1996 A network analyst responsible for deployment and operations of the enterprise network, including managing the Cisco- based WAN that exceeded 99.999% uptime required by the telecommunications community. In addition, I also programmed call routing scripts in the Nortel DMS 25o and 500 switches, providing least cost routing of customer calls in proportion to trunk capacities and cost effectiveness. Projects

- Deployed and administrated the Nortel PBX enterprise wide, including the programming and physical install of the switch and phone sets.

- Designed and deployed the company’s SS7 network for voice signaling, leading to advanced features to the customer base.

- Developed unique customer interface in C+ (prior to Nortel offering an interface) to expedite and ease programming of the switches.

Connell Black 310-***-**** References



Organizational Behavior



Kevin Sarran CEO & Co-Founder 951-***-**** Vanessa Elder IT Training

Team Manager


Hal Babcock Managing Partner 269-***-****

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