Project Manager Customer Service
Resume:
Jonathan R. Wray
Home: 614-***-**** Cell: 614-***-****
**** **** **** **. ******, OH 43017
*******@*****.***
Summary:
Jonathan is a highly motivated executive with 17 years of experience leading
projects, teams and change in support of Fortune 50 customers as well as
small commercial business. Jonathan is a strong communicator who provides
clear vision and direction to clients and employees alike.
Core Competencies:
Executive Leadership Project Management Technical Operations
Network Management Budget Development Sales Engineering
Career Development Analytics Process Development
Sales Support Technical Staffing S LA Attainment
Technical Leadership:
Managed Router VoIP Services Managed Security
Network Monitoring DOCSIS/HFC Global Networks
Financial Networks WiFi Solutions Change Management
Experience:
January 2007 to February 2014
Time Warner Cable Business Class - Grandview, Ohio
Director of Operations Support
• Directly supported 30% year over year revenue growth each of seven
years with Time Warner Cable
• Project Manager - Organizational change; set up and deployed new
support organization
• Process Manager/Team Leader Operations Support Center - Call
center design and deployment
• Contractor Manager - Contracted and Midwest vendor relationships
• Call Center Manager - Team manager, supervisors and 25 specialists
for field services in 11 states
• Systems and Process Migration Leader - Integrated Insight Business
teams, process and tools into TWC following acquisition
Jonathan R. Wray
Home: 614-***-**** Cell: 614-***-****
5423 Tara Hill Dr. Dublin, OH 43017
*******@*****.***
Interim Director of Market Development
• Project Manager - New organization launch
• Program Manager - Managed 17 Project Managers in the Midwest
Region
• Process Development - Network Expansion and Engineering Team
Service Delivery Director
• Ensured all installation activity was on time
• Ensured Network Expansion growth to reach targets
• Hired additional contractors to support Network Expansion
• Developed job descriptions, leveling and hired
o Managers
o Project Managers/Coordinators
Integrated Insight Markets into TWC process and tools
Director of Operations
• Project Manager
o Building move
o Regional customer call center deployment
o Launch of Midwest provisioning organization
o New product launch
o Huntington Park Public WiFi Solution
o Scioto Mile Public WiFi Solution
• Operations Executive
o Managed Field Engineering, Project Management, and break/fix
for Ohio’s largest customers
o Provided budget development for regionalization efforts
o Managed Midwest Support Center
o Managed Midwest Provisioning Center
o Service level attainment
o Capital and expense budget attainment
o Sales Operations Executive
o Midwest Region Award for enabling sales though superior
customer service and innovation
o Managed a team of 100+
o Sales Engineering
o Post sales project management
o Customer relationship management
Jonathan R. Wray
Home: 614-***-**** Cell: 614-***-****
5423 Tara Hill Dr. Dublin, OH 43017
*******@*****.***
August 1997 to January 2007
AT&T - Durham, NC & Dublin, OH
Director, Front End Service Delivery
• AT&T Leader’s Council Award winner given to top 1% of company
employees
o Relationship Executive
o Managed the largest AT&T customer, JPMorganChase
o Managed outsourcing engagement for Lexmark International
o Maintained revenue in excess of $400 Million
o Lead an international team of direct reports in seven States as
well as the UK, Australia and France
• Project Manager
o MPLS Deployment for Lexmark International network,150
locations in multiple countries
o VoIP Design and Deployment for Lexmark International, the
largest Cisco VoIP solution globally at the time (150 locations
and 10,000 users)
o Managed budgets in excess of $20 million
• Operations Service Director
o Bank One Heroic Effort Award Winner
o Managed a team of 71 people supporting outsourced client
networks
o Honeywell, Sun Microsystems, GM, Delphi, Visteon, Stanley
Tool, IBM, Lexmark, MISO and Acer
o 24x7x365 incident management, change management and
engineering
o Worked with customers to ensure the best possible network
design and monitoring to deliver to the most stringent SLA’s
• Disaster Recover and Site Incident Coordinator
o Managed all DR testing and certification for Dublin Global Client
Support Center
o Wrote and performed DR drills
o Managed process changes and upgrades
Jonathan R. Wray
Home: 614-***-**** Cell: 614-***-****
5423 Tara Hill Dr. Dublin, OH 43017
*******@*****.***
Operations Manager - Tier 3
• Lead the technical and management aspects of the team charged with
24x7x365 monitoring, implementation and change management of the
MasterCard International network
• Implemented a summarized EIGRP network in 80 countries to more
than 2000 locations
Voice Network Management Associate
• Managed 104 Lucent G3r and G3si switches in support of United
Health Care call center systems and corporate locations
Education/Training:
• Master of Sciences – Ball State University Center for Information and
Communications Sciences
o Major: Information and Communication Sciences
o Ball State University CICS Alumni Hall of Fame
• Bachelor of Arts – Ball State University
o Major: Telecommunications
o Minor: Management
o Minor: Psychology
• Lean 6 Sigma White Belt
• Lean 6 Sigma Black Belt pending 4/25/14
• DDI Leadership Fundamentals – OSU Newark Campus
• AT&T Leadership Development Program – Center for Creative
Leadership
• Cisco Route/Switch Courses including
o BCMSN
o Security
o BSCI
o ICND 1 & 2
o LAN/WAN Basics – Global Knowledge
o AT&T LAN/WAN Boot Camp
Contact this candidate