Director

Charles E. Friel

Jeannette, PA *****

https://www.linkedin.com/in/chuck3455

*********@*****.*** 724-***-****

Enterprising Program Director

Deliver new technologies and institute innovative practices,

maximizing company performance and advancing business goals

Areas of Expertise:

Customer Satisfaction SLA Management / Reporting Retail Systems

Written and Verbal Communications Change Management

Vendor Relations and Negotiations Project Management

Budgeting Supply Chain / Logistics

Professional Experience

T-MOBILE USA, Pittsburgh, PA 2003 - 2015

Senior Manager, Enterprise Information Technology (EIT) / 2011 - 2015

Information Technology Administration (ITA)

Supported 50K end users in engineering, sales, retail and call center

functions companywide with desktop / telephony technologies, serving 4K

retail stores, 1.2K engineering offices and 17 call centers nationally.

Directed 150 administrators / managers and 350 managed-services partners

across U.S. Managed multi-million dollar budget for personnel and operating

expenditures. Developed short-term and long-term strategic plans in

alignment with company goals, business plans and operating requirements.

Oversaw managed services and vendor partners, identifying, selecting and

deploying technological solutions through RFIs and RFPs.

. Achieved highest service level agreement (SLA) and customer service key

performance indicators (KPIs) by streamlining support and enhancing

customer experience through implementation of new processes; recognized

internal resource talents and assigned tasks effectively.

. Oversaw seamless merger of 2 brands of support, producing continuous

approach and increase in SLA / customer service levels.

. Delivered multiple national projects on time and within budget,

sustaining team and business efficiency.

Manager 3, Information Technology Administration (ITA) 2010 - 2011

Liaised with business partners and enterprise information technology /

service management organization units. Monitored departmental travel

budgets and led change initiatives, facilitating development and

implementation of new approaches, systems, structures and methods. Managed

desktop team charged with administering system health monitoring,

performance analysis, proactive alerting, software upgrades and

maintenance, and warranty repair coordination.

. Increased customer satisfaction metrics through service level agreement

(SLA) performance to 90+% from prior level of 78 - 80% by establishing

and maintaining mutually beneficial relationships with vendors and

internal customers.

. Preserved SLA and customer service KPIs while leading team through

outsourcing to managed services.

. Reduced operating expenses by implementing and negotiating new contracts

for remote / support tools.

Charles E. Friel *********@*****.*** Page Two

T-MOBILE USA (Continued)

Manager 3, Information Technology Administration (ITA) 2007 - 2010

Distribution Centers

Developed team of managers and specialists in support of supply chain

logistics channel and customers. Oversaw customer uptime and new technology

processes. Managed vendor partnerships and agreements.

. Slashed cost of business by $1M and reduced time to market by instituting

new technologies and ideas.

. Mitigated inefficiencies and improved productivity, applying new

practices after assessing customer survey responses and introducing

quarterly business meetings.

. Saved $100K annually by implementing improvements aligned with customer

needs.

Supervisor / Manager 2, Information Technology Administration (ITA) 2003 -

2007

Managed Northeast region. Led desktop / network support for 200+ retail

stores and 3 distribution centers, coordinating installation, maintenance

and support of computer equipment and peripherals. Developed yearly and

quarterly blue chip goals / assessments. Liaised with retail business

offices and engineering centers, providing local connectivity and access to

all core business systems and networks.

. Enhanced responsiveness and servicing of business and customer needs by

re-tooling departmental resources and hiring new staff members.

. Increased time-to-market support and improved customer satisfaction by

creating training and learning that promoted cohesive collaboration

between service desk (Level 1) and desktop support teams (Level 2).

. Provided best-in-class support and drove process improvements through

daily ticket reviews, handling procedures, and customer satisfaction

score reviews and discussions.

Additional Professional Experience

SONY ELECTRONICS, Mt. Pleasant, PA

ISSA Solution Center Manager

AK STEEL (SARCOM), Butler, PA

Project Coordinator / Desktop Support Manager

Education

Associate of Arts, Computer Science (concentration in business management,

C++, networking, PC maintenance), Butler County Community College, Butler,

PA

Professional Development

ITIL Basics (T-Mobile), Six Sigma (Sony Electronics), Leadership I - JFDI

(JFDI, Las Vegas), Employee Relations, Customer Service

Community Affiliations

Youth Baseball Coach, West Hempfield Athletic Association, North

Huntingdon, PA

Youth NFL Flag Football, Greensburg, PA

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