SUMMARY

Information Technology professional with 20 years of progressive experience in the cable television industry, with last 12 years dedicated to a Fortune 250 company. Experience includes; strategic planning and direction, technical architecture and design, budgetary control and staff development.

PROFESSIONAL EXPERIENCE

VP of Information Technology: Gateway Learning Corporation, December 2002 - Present

Director of Information Technology: AOL Time Warner - Los Angeles Division, 1990 - December 2001

Built and led staff of 26 with $2.5M expense and $4M capital budgets. Engaged in computer operations, programming support and telecommunications in mission critical environments. Supported operations for 450K+ cable television and 100K+ broadband internet subscribers. Responsibilities included:

Telecommunications: Developed growth strategies and architecture design in converged voice and data system environment. Included 3 (120 seat) contact/telemarketing centers, IVR (integrated voice response) applications with 3270 mainframe host interfaces, CRM (Customer Relationship Management) implementations, Multiple CTI (computer telephony integration) applications for intelligent call routing, screen pops, and process automation. Accomplishments include:

• Implemented $1.5M "state of the art" Avaya based telecommunications system for multiple 24x7 call centers. Added functionality with increased contact methods, call answer rate improvements and increased scores on customer interaction surveys. Project was completed on time, within budget and with no loss of service to the customer base.
• Negotiated term contracts with telephony providers to drop carrier related expenses by 10% annually.
• Designed and Implemented Voice over IP telephony with expected capital savings of $250K annually.

Network and PC Support: Managed system design, support, maintenance and security of multiple mission critical data networks with 650+ associated clients across 8 locations. Applications include mission critical customer service billing, customer Internet service, administrative, telecommunications, and back-office support networks. Accomplishments include:

• Created 24x7 Help Desk with coverage averaging 400 tickets per week with 90% "same day" average completion rates.
• Improved network uptime to 99.9% and customer support application uptime to 99.8%.
• Saved over $72K annually by using cable television owned fiber-optic infrastructure to create multiple MAN (Metropolitan Area Network) connections.

HSD/Broadband Internet: Managed system design, maintenance and security of company revenue generating ISP network servers. Accomplishments include:

• Facilitated regular maintenance program and health checks for 99.9% uptime on customer related server technology
• Implemented streaming video and for live web-cast capabilities, saving an estimated $25-50K per production.

Application Development: Provided software development, support and maintenance for all operational areas of the business. Primary focuses on process re-engineering, automation, executive information systems and connectivity of incompatible systems. Accomplishments include:

• Created company commission/chargeback program. Automation saves 64 man-hours each month and saves an estimated $180K per year in recovered commission payments.
• Created web based, automated EIS (Executive Information System) for improved management decision-making.

Cable television specific systems: Responsible for database administration and maintenance of Cable Services Group (CSG) Cable Billing System and Subscriber Database, Advanced Customer Service Representative (ACSR), Zenith, Pioneer and Scientific Atlanta Addressable Controller systems (both analog and digital services) and nCube Video-on-Demand systems. Accomplishments include:

• Managed customer support system representing over $22M per month in billing.
• Managed PPV systems with 99% system uptime, representing $26K per month in customer revenue.

Engineering Manager (1990 - 1994)
Managed operations of cable television Master Control and Headend signal control facilities with 11 direct reports. Accomplishments include:

• Managed complete redesign and renovation of 200 channel cable television Headend signal control facility to support growth and channel expansion. Project completed on time, within budget and with no customer impact.
• Managed and improved Ad Sales commercial insertion system completion rate from 60% to 98% which represents $1M revenue annually.

Advertising Sales Operations Manager, Storer Cable Communications. Dallas Texas. 1986 - 1988.
Provided technical management and application development for commercial advertising, including automated commercial insertion equipment and traffic/billing systems.

Master Control Operations Manager, Group W Cable, Irving Texas. 1983 - 1986.
Provided monitoring, technical support and equipment maintenance for 18K subscriber cable television signal control facility.

EDUCATION
University of Phoenix, Masters of Science, Computer Science - 2003
California State Polytechnic University, Pomona, B.S. Computer Science - 1990
University of Texas at Arlington, 70 credits toward B.S. Electrical Engineering

ASSOCIATIONS
Member, Women in Cable Telecommunications (WICT)
Member, Society of Women Engineers (SWE)
Member, Society of Cable Telecommunications Engineers (SCTE)