Project Manager Customer Service

Randall Newcomb

San Jose, CA 605-***-**** *********@*****.*** www.linkedin.com/in/rcnewcomb

PROFESSIONAL SUMMARY

Seasoned leader of end user services with over a decade of experience driving operational excellence and delivering exceptional support to global workforces. Strong background in IT service management, people management, and budget optimization. Offering a proactive approach to problem-solving, commitment to continuous improvement, and ability to inspire and mentor distributed teams. Leverage expertise to ensure a seamless and stellar technology-related experience for all. SKILLS

People Manager, Project Manager, Data Analytics, Financial Modeling PROFESSIONAL EXPERIENCE

eBay, San Jose, CA March 2011 to March 2024

SENIOR MANAGER – OPERATIONS & IT (March 2018 to Present) MANAGER – OPERATIONS (March 2011 to March 2018)

People & Program Management:

• Managed globally distributed 3 teams of 12 direct report employees and consultants supporting site operations for reporting, change, incident, and problem management, disaster recovery, and business continuity

• Drove >$10M in yearly savings as leader of site analytics team producing all infrastructure reporting, analysis, and financial modeling

• Reduced revenue loss due to site incidents by 80% as leader and mentor of teams handling incidents for site, customer service, and global IT

• Cut revenue-impacting incidents by 76% by conducting major incident retrospectives using ITIL in ServiceNow to identify problems and take corrective actions

• Improved scalability, automation, and data access without service disruption as Program Manager for Remedy to ServiceNow migration

• Improved change velocity by 300% over the past 4 years via automation and process simplification in ServiceNow, with a 65% reduction in site impacts due to unplanned change Analytics Leadership Impact:

• Saved $16M to date by improving inventory efficiencies using hadoop SQL and Tableau

• Decreased DDoS incidents by 82% by identifying distributed denial of service (DDoS) attack patterns and developing solutions using Grafana, Spark SQL, and Tableau

• Improved SEO efficiency by optimizing capacity requirements and coverage gaps for Search Engine Optimization Analytics of capacity forecasts using hadoop SQL, Excel, and Tableau

• Developed hundreds of Tableau workbooks with dynamic filtering actions using data sources in hadoop and Microsoft SQL Servers

• Collaborated with Site Reliability Engineering (SRE), Operations, Incident, and Problem Management teams to identify gaps and improve site observability which contributed to a 76% reduction in revenue impacting site incidents

• Prototyped Generative AI analysis of site incidents using Python calling Chomsky to classify over 600 site incidents by Failure Mode and Failure Effects

• Implemented Machine Learning to refine forecasting with a per-minute accuracy of 2% Financial Modeling Outcomes

• Developed detailed financial models for infrastructure operations using Apptio which were used to increase hardware and utilization efficiencies

• Constructed Excel models with break-even analysis for internal vs. public cloud hosting

• Created go/no-go analysis for multi-million-dollar negotiations with external payment vendors Randall Newcomb, page 2

605-***-**** *********@*****.***

eBay PROCESS ENGINEERING CONSULTANT (July 2010 to March 2011)

• Reduced lead time from 89 days to 1 day by improving hardware onboarding processes

• Hired as permanent employee

Citi, Sioux Falls, SD January 2006 to July 2010

MIS MANAGER

SENIOR LEAD ANALYST

OPERATIONS REPORTING AND ANALYST

• Managed 26-person call center reporting team as an MIS Manager

• As the Senior Lead Analyst], led variable compensation for customer service and retention representatives in 18 globally distributed call centers

• Improved compensation process from a 14-day manual effort to 9-minute automated process Moved processes from multiple Access databases to a single Microsoft SQL Server database EDUCATION

South Dakota School of Mines and Technology, Rapid City, SD, Bachelor of Science, Electrical Engineering CERTIFICATION AND LICENSES

ServiceNow Fundamentals

Six Sigma Black Belt

TECHNICAL SKILLS

Access, Amplitude, Apptio, Excel, Generative AI, GitHub, Google Docs, Google Presentations, Google Sheets, Grafana, Hadoop, Hive, iOS, Jira, JQL, Linux, Lucid, Mac, Microsoft Office, Microsoft SQL Server, Monday.com, MySQL, Oracle, PowerPoint, Python, ServiceNow, Spark SQL, SQL, T-SQL, Tableau, Visio, Wiki, Windows, Word MANAGEMENT SKILLS

Agile, Change Management, Cross-functional Team Leadership, Incident Management, Problem Management, Project Management Professional (PMP) training, Scrum, Software Project Management ANALYTICS SKILLS

BOT Detection, Business Analysis, Business Intelligence, Cost Modeling, Financial Models, Incident Analysis, Inventory Analysis, Payments Analysis, Requirements Analysis, Search Engine Optimization Analysis, Six Sigma Black Belt, Software Development Life Cycle (SDLC), User Behavior Analysis

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