IT Vendor Manager
Resume:
JOE FITZPATRICK
Moorestown, NJ 08057
*************@*****.***
PROFESSIONAL SUMMARY
A resourceful and results-driven team leader with over 25 years of in-depth experience with large and small leading edge companies in the telecommunications and health care industries. Extensive experience in utilizing leadership, organization and planning expertise to increase market share and corporate profitability.
AREAS OF EXPERTISE
• Vendor/compliance management • IT & Billing operations
• Organizational management • Sales and sales support
• Interpersonal dynamics • Project management
• Team building
SELECTED ACCOMPLISHMENTS
VENDOR MANAGEMENT
• Developed monthly service level agreements and reports for 30 application service providers.
• Managed monthly service level agreements to ensure vendor compliance with company objectives.
• Developed over 60 monthly trouble and service case reports for 10 different IT Service managers.
• Analyzed and approved monthly device and transaction count reports for accurate outsourcer billing. Identified incorrect billing and saved $275,000 over 2 years.
• Prepared weekly vendor status reports for upper management.
• Sent 200 customer satisfaction surveys, retrieved and analyzed data then made recommendations to improve service to upper management and team.
OPERATIONS
• Managed supplier contracts valued at over $200 million.
• Assisted upper management with the successful negotiation and development of 10 supplier contracts.
• Ensured the customer satisfaction of over 16,000 customers.
• Worked in concert with management team on ten acquisitions, adding over 10,000 customers to a wholesale base.
• Performed inventory analysis and removed unused equipment on telecom contract and saved $94,000.
• Completed 12 telecom voice audits to ensure outsourcer compliance.
BILLING OPERATIONS
• Developed a plan to centralize and consolidate the bill payment process for 4,000 invoices per month.
• Managed a team that resolved billing issues, processed and approved over 2,000 invoices a month. Identified and saved almost $500,000 in billing errors over 3 years.
• Ensured the accurate and timely annual billing of more than $36 million.
• Developed procedures for the following:
• Quality assurance checks on customer invoices.
• Invoice messaging and bill inserts for the Marketing and Regulatory groups.
• Gathered user (Product, Marketing, Sales, and Legal) requirements and developed change requests for billing system enhancements.
• Trained the Order Entry group for entering complex voice, data and internet orders into a new billing system.
• Created customer product/service billing scenarios for acceptance testing for a new billing system.
• Managed a rotating staff of 5 to 7 engineers and managers on various assignments such as the one extensive project that consolidated and redesigned the AT&T central offices.
• Worked on AT&T’s alternate access plan with Legal and external vendors.
• Developed methods and procedures for AT&T’s central offices.
SALES AND SALES SUPPORT
• Increased AT&T’s network and equipment revenue by discovering opportunities and providing cost effective solutions and innovative approaches to meet customer requirements.
• Led negotiations on the development of two custom contracts valued at $220 million.
• Negotiated twenty AT&T 800 Service plan upgrades/restructures.
• Led negotiations on a three-party agreement that resulted in keeping over 18,000 customers for AT&T and new revenue of over $800,000.
• Managed monthly briefing and training sessions for 30 AT&T account managers.
• Served as the subject matter expert for 800 Service aggregation for AT&T’s Specialized Markets Division.
• Performed public relations work at various customer positioning events and business shows.
• Managed seven accounts with $132 million in yearly plan commitments.
PROFESSIONAL HISTORY
CIGNA Corporation, Voorhees, NJ 2002 – 2007
IT Service Manager
COMCAST BUSINESS COMMUNICATIONS, INC., Philadelphia, PA & Moorestown, NJ 2001 - 2001
Manager, Billing Operations
ADVANCED TELECOMMUNICATIONS NETWORK, INC., Cherry Hill, NJ 1996 - 2001
Director of Operations & Billing
AT&T – SPECIALIZED MARKETS DIVISION, South Plainfield, NJ 1992 - 1996
Account Manager/Service Consultant
AT&T – NATIONAL & COMMERCIAL ACCOUNTS, Wilmington, DE & Wayne, PA 1989 - 1992
Account Executive
EDUCATION
University of Pennsylvania, Wharton School, Philadelphia, PA
B.B.A. – Business Administration
Kennedy - Western University, Agoura Hills, CA
J.D. – Corporate Business
Completed 45 management, sales and technical training courses conducted by AT&T.
Completed 25 technical and finance courses through CIGNA's technical institute.
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