Project Manager Customer Service

Phillip D. Lueker

**** ***** ***** *****, ****** Rock, CO 80104 Mobile: 720-***-****

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

Summary

I have over 15 years professional work experience. My work experience

covers many roles within IT Organizations. My skill sets include, but are

not limited to organization and team management, process development, KPI

establishment, tool development, problem solving, project management and

training. I am interested in a management position whereby my skill sets

will be utilized and improved upon.

Experience

May 2012 - Current

TeleTech ITSM Manager IT Service Management Organization Global

Technology Operations (GTO) Englewood, CO

. Report to Vice President of Global Technology Operations

. Responsible for the ITSM Organization consisting of ITIL Service

Transition & Service Operations functions supporting TeleTech's Global

IT Organization

o Change Management, Configuration Management, Problem Management,

Knowledge Management and Incident Management

. Acts as a Liaison between Development and the Business for each

functional ITIL launch within ServiceNow

. Designed and Implemented both the Service Transition and Service

Operations teams

. Designed and Implemented TeleTech's (Phase 1 Launch) of CMDB-"lite"

configuration item organization, workflows, controls and engagement

processes

. Directing the launch of TeleTech's (Phase 2 Launch) of CMDB-"link"

device configuration item relationship mapping

. Overseeing the initial company wide launch of Knowledge Management

. Leading the establishment of KPI measurements for Global Technology

Operations

. Oversaw the transition of Incident Management and Request ticketing

functions from CA Service Desk to TeleTech's new ITSM Package;

ServiceNow

. Currently directing the move of Change Management & Problem Management

from CA Service Desk to ServiceNow

. Continue to mentor GTO team members providing process and job

advancement guidance

. Directing the implementation of Operational Level Agreements (OLA)

between GTO organizations, groups and teams

. Assist with interviews filling positions for Global Support Desk, GCC-

Server Operations, GCC-Avaya Telephony, GCC-Cisco Voice, GCC-Data,

ITSM Systems

. Improved the Change Management process, measurements & company wide

training

. Improved Incident Management and Problem Management processes,

established baseline metrics and measurements

. Improved SOX compliance scoring for Change Management 2012

Sept 2009 - May 2012

TeleTech Technical Support Manager Global Command Center (GCC) 24/7

NOC Englewood, CO

. Managed two shifts with in the Global Command Center consisting of 25

personnel across 5 countries

. Provided coaching and implemented development activities designed to

increase our team's customer satisfaction scoring

. Led the Global Command Center's current ITIL Documentation, Project &

Process Initiatives

o Process and Procedure Documentation, General NOC Documentation

o OLA - Operational Level Agreements & SLA - Service Level

Agreements

. Reorganized existing documentation storage creating efficient

documentation retrieval for the Global Command Center

. Conduct interviews for open positions within the GCC for Global

Support Desk, Server Operations, Avaya Telephony, Cisco Voice and Data

. Led the Global Command Center TSM weekly meetings by providing the

agenda and tracking deliverables

. Led the Global Command Center Training initiative where all shifts

have access to Tier-2 instructor led training

. Created and implemented GCC standard communication templates and

processes used to communicate outages effectively to management

. Organized the Global Command Center Alarm "scrub" project where we

removed unnecessary alarms, re-writing alarm descriptions adjusted

alarm thresholds and implemented a continual service improvement

process

July 2008 - Sept 2009

TeleTech Technical Project Manager VisaPoint Program Technical

Account Management Team Englewood, CO

. Managed multiple projects, requests for change, team communication,

process and procedure documentation creation

. Conducted monthly team meetings improving communication of

expectations for 7 remote Local Operations Managers and Development

Team

. Part of the Improvement Team responsible for the development of

VisaPoint websites improving VisaPoint's customer satisfaction scoring

. Streamlined the request for change process improving turn-around and

requirement accuracy

. Streamlined the internal workflow of the Development Team prioritizing

requests for change and internal maintenance activities

. Successfully implemented PCI standards necessary for credit card

transactions certifying all websites through a 3rd party vendor

. Provided 24/7 On Call Support for website break/fix activities

. In addition; Managed two Client programs outside the Department of

State Program from a Technical Account Manager perspective

o Client liaison responsible for maintaining SLA levels

o Coordinated all client requests for change and subsequent call

center agent training

o 24/7 On Call Support for all break/fix activities

Oct 2007 - June 2008

EchoStar DISH Network Operations Analyst Customer Care Team/Dispatch

Call Center Support Team Englewood, CO

. Functioned as a Project Manager responsible for multiple projects

geared toward process improvement of Customer Service and Dispatch

Organizations

. Assisted in the implementation of new reporting initiatives set to

help determine successful customer first call resolution

. Assisted with the implementation of a new dispatch application which

improved the tracking and efficiency of field technician workflow

. Coordinated efforts between Customer Care, Dispatch and IT at the Call

Center Level

. Led process improvement campaigns improving efficiency of Field

Technician daily activities

Feb 2006 - Apr 2007

Sprint Business Analyst II National Switch Operations Process

Development Team Overland Park, KS

. Promoted to Business Analyst II

. Maintained multiple projects on behalf of National Switch Operations

. Located gaps in process at the national level for the Switch

Operations Team and implemented solutions

. Documented and published Service Level Agreements (SLA), Job Aids,

Interim Processes & Training documents

. Coordinated and improved communication between National Switch

Operations and multiple Sprint Control Centers

. Improved communication between legacy Nextel regional Switch Operation

organizations and Sprint's centralized Switch Operation's Team

. Identified best practices within the Nextel regional Switch Operations

organizations and assisted with subsequent implementations where

needed

. Developed and Implemented the emergency test set process for Sprint's

Disaster Recovery initiative

Nov 2004 - Feb 2006

Sprint Senior Network Operations Engineer Wireless Network Management

Center (WNMC) 24/7 NOC Lenexa, KS

. Promoted to Network Operations Engineer I responsible for WNMC process

improvement initiatives

. Led the WNMC training documentation initiative for all NOCC technical

analysts (90+ personnel)

. Negotiated Service Level Agreements (SLA) and led process development

initiatives with various internal Sprint departments

. Compiled and published Process Bulletins (Interim Processes) and WNMC

Job Aids (General Procedures)

o Published WNMC User Guide (95 page guide covering general

process for technicians)

o Coordinated and published 80+ technical documents covering all

AOR positions

. Coordinated and promoted the WNMC Skills Assessment Program used to

track and evaluate NOCC technician knowledge base

. Instituted the Process and Procedure Forum consisting of 6 Analysts

from each shift; implemented to gain user feedback and improve morale

. Mentored Technical Analysts improving technical knowledge base and

best practice initiatives

. Coordinated communication efforts between WNMC Management, Supervisor

Team, Tier Support Team and Technical Analysts

Nov 2002 - Nov 2004

Sprint Network Operations Engineer II Wireless Network Management

Center 24/7 NOC Lenexa, KS

. Managed day-shift day to day operations; workflow priority, staffing

and escalations

. Oversaw 12 personnel as Senior Technician. Participated in the hiring

process and evaluations of technicians

. Coordinated resolution and priority of wireless network issues

. Escalated the dispatch of Sprint Field Technicians coordinating with

Telco, Vendors and internal Sprint organizations

. Assisted with process improvement initiatives for the WNMC

Jan 2001 - Nov 2002

Sprint Senior Network Operations Specialist/Team Lead ION Control

Center 24/7 NOC Overland Park, KS

. Managed swing-shift day to day operations; workflow priority, staffing

and 1st point of escalation

. Oversaw 10 to 12 technicians as lead technician; in charge of vacation

allocation, assisted in hiring process and evaluations

. Escalated the dispatch of Sprint Field Technicians coordinating with

Telco, Vendors and internal Sprint organizations

. Selected as the swing-shift representative/ coach for Primus/

Knowledge Centered Support Project

. Assisted in the building of the initial Primus database and coaching

of control center personnel

Jun 2000 - Jan 2001

Carrier Access Technical Support Engineer Adit 105 ATM-DSL Product Line

Boulder, CO

. Functioned as a Technical Product Manager in charge of successfully

launching and maintaining the Adit 105 product

. Provided second level support on both pre-sale and post-sale technical

issues

. Oversaw 9 testers for the purpose of implementing and evaluating the

Adit 105 product launch

Jun 1999 - Jun 2000

Sprint Network Operations Specialist II ATM Data Control Center 24/7

NOC Overland Park, KS

. Functioned as a NOC Technician in a 24/7 Control Center

. Monitored, maintained and resolved ATM data issues

. Dispatched Sprint Field Technicians coordinating with Telco, Vendors

and internal Sprint organizations

Jan 1994 - Jan 1996

U.S. Army Network Switching Systems Operator/Maintainer 82nd Airborne

Division Ft. Bragg, NC

. Functioned as a Field Technician; positioned, assembled, monitored

microwave telecommunication equipment

. Represented Army Signal Corp in Cadet Training initiative; trained

cadets in Microwave communications equipment & received Certificate of

Achievement

. Performed the duties of an Infantry Paratrooper

Education Technical Knowledge & Training

Education:

Associate of Arts Received 24-July-03 Johnson County Community

College

(4 Semester Credits Remain) Bachelor Degree in Economics University

of Kansas (Remaining credits will be earned remotely)

ITIL Certifications:

ITIL V3 Foundations: Certification Received 03-June-10

ITIL Intermediate - Service Operations: Certification Received 01-May-12

ITIL Intermediate - Service Transition: Certification Received 06-June-12

*ITIL Expert Certification expected June 2014 (ITIL Training Zone)

Company Training (Management & Technical):

Process Analysis & Maturity, Supervisor Leadership, Six Sigma White Belt,

Managing Teams, Customer Service, HP-Unix, ATM, SONET, Wireless SS7,

Frame Relay, VoIP, DSL, CDMA, iDEN and Intro to Cisco Routing

Microsoft Applications:

Project, Word, Excel, Outlook, Power Point, Visio

Interests Achievements Awards

Sprint:

Received 5 Sprint Values Excellence Awards: DACS 3X3 Roll Project (1999),

Hurricane Support (2004), Skills Assessment Development (2004),

Hurricane Support (2005), Process Improvement (2006)

U.S. Army:

Certificate of Achievement Cadet Training Initiative submitted and

presented by the Commanding General of the United States Army Signal Corp

Leukemia Society of America/San Diego Rock-N-Roll Marathon:

Three years consecutive, raised over three thousand dollars for the

Leukemia Society

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