Manager Customer Service
Resume:
Tammie P. Hester, MBA, CGCIO, PMP
**********@*****.***
CAREER SUMMARY
Experienced Information Technology (IT) Executive with 20+ years of IT management, project management, programming, application development and support experience. Track record of developing and executing solutions for corporate and government IT that align with organizational goals and objectives. Change agent with diverse skills as a subject matter expert in application implementation, database administration and management. Accomplished professional in the areas of legacy system conversion, vendor management and contract negotiation as well as Court Systems, Enterprise Solutions and Utility Billing systems. A hands-on manager skilled at team building and fostering collaborative efforts across departments and functional areas.
WORK EXPERIENCE
Principal Software Delivery Project/Program Manager 2016-Present - Cricket Wireless (AT&T)
Major Accomplishments include:
Improved IVR containment from 71.4% 3Q 2016 to 82.7% 2Q 2018 (11.3%); Estimated cost savings of $3.39M per month
IVR Redesign – improved payment flow and customer experience
Initiated Cricket voice network inclusion in AT&T 2020 network transformation project; MPLS SIP network redesign
Leading platform synergies within the AT&T Prepaid Portfolio including Cricket Wireless and AT&T Prepaid; estimated cost savings of $8.6M annually
Onboarding call center vendor - South Africa location for chat and voice; Columbus, GA for voice only
Designed strategy to move IVR platform development in-house
Call Center Platform IT Delivery including:
Call Center IT Project Management and Deployment
CARE Customer Service support
Contractor management
CRM (Customer Relationship Management) Software
IVR (Interactive Voice Response) Platform Interfaces for Customer and Dealer support
RACC (Routing and Call Control)
Systems Integration Office (SIO) Project Delivery through SDLC
Touch Commerce Live CHAT for customer and sales chats
Chat bot application
Social Media applications including Community Forums and Sprinklr
Vendor management
Other duties include:
Administering user and supervisor access and providing tiered support to Cisco Finesse (UCCX) platform
Administering Intelligent Call Management (ICM) requests including creation of new 8YY#, VDN/skills, quota routing, Genesys dashboard management, whisper tone changes and PBX message/music changes
Orchestrating recommendations for call center and data center hardware solutions, circuit orders and installations, firewall configuration, whitelisting and PC imaging
Maintaining application security governance and audit preparatory standards
Cricket HQ technical requirements including wireless internet, Cisco IP Phones, IP Communicator and connectivity
IT Director 2007- 2016 - City of College Park, GA
Major Accomplishments Include:
Led telecommunications upgrade to citywide VOIP (Cisco) with a ROI of over $100K in annual savings due to the combination of several redundant, independent phone systems and the elimination of unnecessary maintenance contracts
Led telecommunications wireless cost reduction of $36K annually
Drove software migration from AS400 (legacy mainframe system) to .Net (Finance, HR and Community Development) and Java (Utilities – Electric, Sanitation, Sewer, Storm Water and Water) based SQL dB systems
Court systems, integrated systems and utility billing systems migrations and automations.
Initiated offsite data storage, increased data security and increased disaster recovery efforts.
Instituted electronic recycling program and surplus equipment sales for the city and its citizens with a benefit to the city of $10K annually.
Led SAN (Storage Area Network) installation, VMWare and Blade server migration projects
Collaborated on citywide Firetide based public safety video surveillance system with Police Department
Championed network upgrade to MPLS format to replace an antiquated, DSL based LAN
Instituted BOSS IT Helpdesk software and ticketing system to build an IT knowledgebase and for the purpose of providing tracking metrics to upper management
Successfully implemented integrated security application for high security city buildings
Leveraged creation of first wireless mobile VLAN in the Atlanta metro area to support mobile Public Safety initiatives
Drove managed print service contract and printer/copier consolidation
Collaborated with Power and Public Works Departments on wireless electric and water meter telemetry projects
Initiated highly successful Lunch-N-Learn series to train employees on city systems and new technology
Upgraded city website to ADA compliant format
Managed systems analysis project to reverse engineer enterprise city applications, map business processes and suggest automations, improvements and best practice utilizations for current and future systems
Instituted Just in Time (JIT) methodology to reduce 90% of HW/SW inventory onsite
Duties: Led the Information Technology and Telecommunications Department as Director and Department Head for the City which has a $110M+ annual budget, 22,000 citizens across two counties (Fulton and Clayton) and 500 employees, contractors and temporary workers. Manages and evaluates a team of direct reports including Network Administrators (2), a Systems Analyst (1), a System Administrator (1), a Business Manager (1), IT Technicians (2), a Telecommunication Technician (1) and Administrative Personnel (2) providing service to all city departments and to the Georgia International Convention Center (GICC). Negotiates and monitors SLAs and vendor support contracts. Develops and administers a $900,000+ IT Budget for the city and its departments including Public Works, Power, Fire, Police, Recreation, City Hall (various administrative departments) and the GICC. Supports multimillion dollar revenue generating departmental applications including business license, permits and customer service (Utilities). Spearheads the city strategic Technology Improvement Plan (TIP) and citywide Technology Review Committee. Formulates RFP, RFQ and RFI for major project(s). Provides technical expertise and direction to executive staff peers and city departments on software purchasing and coordinates system implementation, development and evaluation. Provides executive summaries and presentations through written documentation and at public presentations. Initiates new projects and suggests technological, security and telecommunication improvements for the city throughout the software development life cycle (SDLC) utilizing IT industry standards and Lean Six Sigma and Agile project management techniques from initiation, planning and execution through monitoring and controlling and closing. Reported to City Manager. Available 24/7 with full time work of more than 60-70 hours per week.
Adjunct Professor 2010 - Atlanta Christian College (Point University)
Adjunct Professor of Management of Information Systems - ACCESS program. Taught the fundamentals of Microsoft Office including Project, Access, Excel, PowerPoint and Word and Information Systems Management to adult students in Bachelor’s degree program. Reported to Program Director. Part time work of less than 20 hours per week.
Senior Analyst 2001-2007 - AT&T Services, Inc. (Formerly Southwestern Bell Corporation Services, Inc.)
Developed and supported SWITCH IT provisioning application. Provided extensive, one-on-one, client support across the 13-state region including national duty manager responsibilities, weekly planning calls, troubleshooting and problem resolution.
Managed the automation, standardization and scheduling (MAUI and ESP) of batch jobs and client interfaces. Customized vendor delivered software for batch and online jobs using JCL with enhancements using COBOL, REXX and assembler. Reconfigured and resized DLE/DTR & Expanded Fastpath, Full Function and HALDB databases. Provided primary IT support for test and production systems for 7 regions in 6 SWITCH systems across 3 market areas. Managed release Installation for Telcordia (Bellcore Labs) vendor delivered software. Administered security for S1, CIS requests, Rolebase and RACF authorizations and database admin functions.
Led FACS Port transitions team supervising implementation of test and production cuts over a 13-state region for the SWITCH application. Other projects supported include: FOMS NP conversion, OPS Migration and Project Lightspeed (AT&T U-Verse). Reported to Division Director. Promotions included Analyst to Senior Analyst. Available 24/7 with full time work of more than 50-60 hours per week.
Analyst 1999-2001 - Southwestern Bell Corporation Services, Inc.
Developed and programmed Carrier Access Billing System (CABS) Billing Application programs. Billing for long distance usage for large CLECS including companies such as Sprint, at&t, Ameritech and MCI WorldCom. Drove maintenance and enhancements to batch billing applications and modules in COBOL, Assembly and PL/I languages. Utilized detail design, unit and chain testing live and test discrepancy resolution within the SDLC; TSO mainframe environment, live and test regions, PDF editor, VSAM and sequential flat files, IMS databases. 24/7 on call, front end program maintenance duties. Reported to Division Director. Promotions included Associate Analyst to Analyst. Available 24/7 with full time work of more than 50-60 hours per week.
Computer Programmer 1996-1999 - Union Pacific Technologies
Managed Crew Management Systems (CMS) transportation and logistics software support through the SDLC. Managed troubleshooting, online/real-time modifications and enhancements, program analysis, coding, integrated and non-integrated testing, implementation and maintenance; TSO mainframe environment, SPF/ISPF editor, hierarchical flat files, MVS (online and test regions). Utilized COBOL and Rail (an assembly macro language). Implemented significant Electronic Data Interface (EDI) programs used in the payment of multi-million dollar contracts between the railroad and significant vendors. Expanded the responsibility of various modules and their maintenance. Reported to Area Supervisor. Promotions included Assistant Computer Programmer to Associate Computer Programmer to Computer Programmer. Full time work of 40 hours per week.
EDUCATION
2002 Webster University, M.B.A.
1996 Albany State University, B.S. Computer Science with Math emphasis
CERTIFICATIONS
Agile Project Management Certification, AT&T
Certified Government Chief Information Officers (CGCIO), University of North Carolina, School of Government with Government Management Information Systems (GMIS) International
Certified Information Systems Security Professional (CISSP) Training, Skillsport
Cybersecurity Gold Badge Program, Champlain College, AT&T
National Incident Management System (NIMS) and Georgia Crime Information Center (GCIC), Certified through College Park, Georgia Police Department
Project Management Professional (PMP), Project Management Institute, PMP Number: 1746156
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