Customer Relationship, Operations, and Project Manager with experience leading technology projects for Fortune 100 companies.

Bryan Hesters

(512) 940-0557 Mobile (512) 852-7493 Home

A Customer Relationship and Operations Manager with experience combining IT, Networking, and Telecom expertise with honest dialog to efficiently measure people-driven systems, optimize process efficiency and lead technology teams with creative, win-win solutions.

Experience:

CISCO SYSTEMS USA, Austin, TX (March 08 -July 08)
Customer Relationship Manager - Remote Operations Services

Managed the service relationships with strategic customers such as Procter & Gamble, GE, Bank of America, and the King of Jordan by evaluating service metrics and creating convincing data stories that managed expectations. Established internal support process improvements to enable emerging technology support and provide accurate operational benchmarks. Integrated with Advanced Services and Network Optimization Services project teams to manage ROS portions of the P.D.I. project phases.
* Designed, proposed and piloted a collaborative customer management framework that utilized Collaborative Development Management methodologies to improve efficiency, increase account penetration, baseline productivity measurements, and provide operational safeguards for information retention that is being deployed to the entire CRMO team as standard operating procedure.
* Received a performance bonus within my first two months with the company at the recommendation of management outside the CRMO for quickly improving relationships with the largest TelePresence customer supported by Cisco ROS.

LEVEL 3 COMMUNICATIONS / BROADWING COMMUNICATIONS, Austin, TX (2006-2008)
Technical Project Manager, PEMC

Operations manager in the Broadwing Premier Enterprise Management Center responsible for evaluating, optimizing, and managing service delivery and repair for strategic customers ($150k MRC or greater). Prepared and presented formal project and service reviews on a weekly, monthly, and quarterly schedule addressing SLA adhereance. Provided rotating weekend supervision and management to a NOC of 50 technicians. Addressed management escalation calls.
* Improved Mean Time to Restore by an average of 1 hour per month for every account I managed, demonstrating a 23% improvement within 6 months of joining the company.
* Received two performance bonuses in my first year for overwhelming customer feedback from high-profile, fortune 500 ?accounts resulting in back-up Director responsibilities over my group.
* Provided support within my first 7 months that sales cited as the deciding factor in the RFP win that increased a customer's Broadwing and Level 3 portfolio by 300% amid acquisition efforts.

Service Manager, Wholesale Markets

After Level 3 acquisition, assigned to develop and maintain operational relationships with marquee customers in the Wholesale Markets Channel such as Metro PCS, Leap Wireless, and Alltel Communications that were in jeopardy. Used telecom and operations management expertise to drive process improvements based on metric analysis with cross-departmental technology and management teams to ensure SLA targets were met. Managed integration project of services and support agreements from Broadwing Communications into the Level 3 organization for assigned accounts to consolidate networks and document deployment while designing customer specific operations processes for advanced product sets to improve service management experiences and ensure lifecycle handoff within committed dates.
* Developed and managed Critical-To-Quality measures of service management and service delivery performance that resulted in an averaged 35 point increase on a possible 100 point satisfaction survey for each managed customer.
* Saluted by the Vice President of Sales over Wholesale Markets as one of two top performers singled out in fiscal year 2007 at the global sales conference for outstanding sales support that generated new business opportunity and improved efficiency for the entire organization.

CLUBCORP, Dallas, TX (2000-2006)
Senior Network Systems Analyst

Responsible for selecting, designing, implementing, and supporting enterprise voice and data network connectivity for 180 locations in the US and 10 overseas. Managed on-site and off-site contractors and vendors to support Voice and Data communications. Heavy project management, change management, and systems planning to drive operations in an ITIL compliant infrastructure.
* Designed and managed delivery of a new call center solution that now drives a $250,000 per day revenue generating call center supporting two thousand calls per day that provided operational metrics to measure efficiency in Service Desk operations and maintained 99.5% uptime for four years after deployment.
* Managed a PBX upgrade from Nortel 61C to M1000 platform impacting the entire corporate enterprise. Project spanned 3 months from initiation to closing and was completed on time and on budget with only 48 hours of downtime in a pre-scheduled change window.
* Designed, installed, and configured a Succession signaling server on a Windows Server 2000 platform with RAID 5 to deploy a proof-of-concept VOIP network that provided business driving documentation to direct the future technology path of the company.

Network Systems Analyst
Administered the selection, deployment, implementation, and management of WAN and voice network connectivity to 180 properties in the US. Established and maintained telecommunications vendor relationships and provided concise recommendations to management with decision justifying documentation. Assessed vendor capabilities and recommended selection to management.
* Managed the migration of 180 properties from AT&T Frame Relay to Sprint MPLS in 18 months, including a 12 stage install that spanned site survey to service activation and remote monitoring testing.
* Managed network upgrade for 130 properties requiring a 7 step install at each location from order placement to service activation.

Telecommunications Analyst

Evaluated and placed orders for telecommunications connectivity requirements for transport, voice, IP, and data services to support a distributed retail and operations infrastructure throughout the US.
* Managed network upgrade for 130 properties requiring a 7 step install at each location from order placement to service activation.

Education:
BAAS Computer Science University of North Texas, Denton, TX
Civil Mediation Certification University of North Texas, Denton, TX
ITIL Foundations Certified Pink Elephant
Critical Communication Strategies University of Texas, Austin
PMP Exam Prep University of Texas, Dallas
Project Management Fast-Track Global Knowledge

Software:
MS Office Suite including Access, Windows OS from 3.11 to Server 2003, ISS, DOS, MAC OS, Linux, Sun Unix, SQL, mySQL, VB, VB.net, C++, Javascript, Perl, Nortel System 7, Symposium, ACD, Mer-MAX, Mer-MAIL, Call Pilot, OSS.

Reporting and Operations:
Operation Science Methodology including SPC, ITIL, Connected Development, Crystal Reports PRO, Onyx, Service Management, Capability Maturity Modeling.