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Andrew Wong Menlo College, Brawner Hall, PSP [email protected] | 415-297-3382 1000 El Camino Real, Atherton, CA 94027 ______SUMMARY

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Andrew Wong Menlo College, Brawner Hall, PSP Awong@Menlo.Edu | 415-297-3382 1000 El Camino Real, Atherton, CA 94027 ______SUMMARY Andrew Wong Menlo College, Brawner Hall, PSP [email protected] | 415-297-3382 1000 El Camino Real, Atherton, CA 94027 ______________________________________________________________________________ SUMMARY Versatile analytics leader with more than 15 years helping organizations achieve breakthrough business success by motivating teams, measuring results, and sharing practices at startups and Fortune 500. Proven to deliver turnaround, top-line growth, and center of excellence across multiple sites worldwide. • Best practices: CISA certified / ITIL / Six Sigma • Coach | Mentor | Recognize | Influence • Coordinate work streams across functions • Supervise deliverables in a matrix team of 30 • Minimize risk and uncertainty with fast analytics • Improve report tools and data infrastructure • Maximize business performance and value • Executive dashboards / analysis on-demand PROFESSIONAL EXPERIENCE Tellabs, Santa Clara, California 2011-2012 Manager Technical Support Engineering A $1.2B company that design, manufacture, and sell mobile IP and optical networking solutions to telecom carriers. Managed 10 engineers worldwide. Owned 24/7/365 escalations and $4M budget. • Achieved 99.999% network availability SLA to meet executive quality goal, a four 9 breakthrough. • Designed Six Sigma improvement initiatives to reduce outage time less than 2 hours and practiced Kepner-Tregoe for root cause analysis to drive 0 days aging of complex issues. Managed test lab. • Routinely visited customers to review progress on high/low burn issues and listened for opportunities. • Motivated high performance team by organizing events, recognizing special contributions, and providing critical feedback in professional development opportunities. • Created metrics to track application development quality at daily scrum with Sustaining Engineering/ Product/Sales on customer bug fixes, new features, and enhancements to prioritize product release. • Created community of interest portal to improve process quality, find workarounds to known issues, drive actionable insight metrics, share new product introductions, returns, and vital customer data. Kaiser Permanente, Pleasanton, California 2005–2011 I.T. Business Consultant Principal Not-for-profit $47.9B revenue integrated health plan. Orchestrated change management in SVP’s organization using analytics to achieve operational excellence in user of satisfaction / bent the cost trend. • Drove 100% system availability in Oracle and IBM databases, SOA/middleware, contact call centers, and document management by project managing ITIL process changes to continuously deliver EMR data important to 8.8M members, 167k employees/physicians, 431 medical offices, and 35 hospitals. • Conducted regional and portfolio analysis to aid strategic and tactical decisions, assessed and verified project execution delivers zero business disruption, and communicated the status of transitions. • Designed and built executive dashboard to monitor the health of long-term trends in IT cost reductions and performance, mega projects spend, and vendors / FTE / offshore staffing. • Collaborated with business system owners to implement ITSM processes for major BMC Remedy release to automate complexity out of the lifecycle. • Measured gaps in third-party service handling to ensure contract fidelity of $MM software as a service (SaaS) met 15 minutes response time and 100% availability after migration from multiple legacy CRM. • Streamlined business management operations for timely executive decision-making. Successful implementation of cross-enterprise Staffing Requisition Approval Process. OTHER SIGNIFICANT EXPERIENCE Menlo College, Atherton, California 1998-Present Adjunct Professor Silicon Valley’s Business School. Design curriculum to develop future leaders through a liberal arts- based business education. Facilitate a classroom of 8-20 adult learners pursuing a Bachelors degree. • MIS 250 – Introduction to Programming in Python (Java Environment for Students) • MIS 305 – Management Information Systems (Security / Supply Chain / ERP) • MIS 306 – Telecommunications and Networks (Wireless / Optical / Layers 1 through 7) • MIS 310 – Systems Analysis and Design (Rapid Prototyping Smartphone App using Agile/Scrum) • MIS 311 – Managing New Media (Corporate Information Strategy) • Support role in academic administration: faculty development workshops, institutional accreditation, student academic performance committee, course and curriculum review Andrew Wong Page 2 of 3 ______________________________________________________________________________ Providian Financial, Pleasanton, California 2003–2005 Senior Project Manager Publicly traded $6.5B credit card issuer acquired by Washington Mutual. Audited and managed vendors I.S. development activities to support Providian Marketing & Partnership initiatives for over 1 million Inbound / Outbound Lead Acquisitions and Loyalty Membership. • Launched telemarketing & direct mail vendors for campaigns/augments/rollouts. Developed test plans to validate script and file layouts/logic, secure file transfers, DVR, ACD-Dialers and analytics. • Performed due diligence, information systems audit and control of sales calls at vendor sites. • Written concept/initiation briefs. Developed call data repository business requirements for a true end- to-end reporting tool at a record level versus aggregated data elements. Improved analytics for extracting the lowest cost per performance from vendors. MCI, San Francisco, California 1997–2003 Senior Technical Analyst Publicly traded $37B telecommunication service provider acquired by WorldCom. Identified, analyzed, and recommended strategies to run an efficient/effective carrier-grade Operations. Designed strategic growth / reduction initiatives and managed the implementation of those projects. • Drove annual sales of monthly recurring revenue (MRR) in the metro markets from $76M to $391M by initiating behavior driven performance measures. • Supported the VP of Operations serving 1,000+ employees across 33 business markets. • Increased sales booking in pipeline by 20%, reduced overdue order containment to <2%, increased MRR completions by 15% and ensured customer repair times remain under 300 minutes MTTR target by creating business intelligence tools for senior managers. • Led cross-functional teams for network integration and alarm database reconciliation after M&A. • Drove 100% on-time system installations in the metro and backbone networks: DWDM, SONET and multi-service provisioning platforms. • Performed quantitative executive business analysis to provide factual support of resources, i.e. developed technician productivity model. Metropolitan Fiber Systems, San Jose, California 1994–1997 Operations Manager Telecom / Datacenter / Internet access start-up acquired by WorldCom for $12B. Directed the day-to- day operations of SONET fiber optic networks. Executed service delivery, service restoration, and customer care to exceed key performance indicators (KPI). • Grew revenue to $25M from $2M annual sales monthly recurring revenue (MRR) by launching network infrastructure to close firm order commitments. • Project managed third-party vendors delivering telecom power, space, and infrastructure for carrier hotel interconnectivity to MAE WEST, LEC Collocations (connectors, risers, interfaces), and 150 POPs to deliver DWDM and OC48 network services. • Recruited and developed the professional potential of 17 staff members in San Jose and Oakland. • Responsibility for $6M SG&A and capital budget. • Expanded the outside plant (OSP) fiber optic network to 223 route miles / 29,727 fiber miles. • Negotiated and prepared preventative maintenance programs for HALON, UPS, Generator and HVAC. • Assisted Sales and Product Marketing with technical support in closing business opportunities. MCI Telecommunications, Hayward, California 1990–1994 Field Engineer Commercial and residential long-distance services. Implemented the National Science Foundation (NSF) backbone and Federal Aviation Administration's FAA / LINCS voice and data WAN network. • Configured, provisioned and tested optical and TDM multiplex systems to deliver 100% on-time commitment for customer service order activation using LOA/CFA and DLR processes. Andrew Wong Page 3 of 3 ______________________________________________________________________________ EDUCATION / PROFESSIONAL DEVELOPMENT • MBA and M.S. in Telecommunications Management (1999) 2002 Golden Gate University, San Francisco, California • B.S. in Electrical Engineering 1990 Boston University, Boston, Massachusetts Leadership • Presenting Data and Information, Edward Tufte Seminar 2012 • Learning Style Inventory, Menlo Faculty Development, Kolb / Piaget 2008 • Leadership - climb the mountain, Comm. Development Associates 2000 • 360 Degree Leadership Review, Personnel Development International 2000 • Leadership Workshop, Communications Development Associates 2000 • Leadership and Problem Solving, Ongoing MCI Lessons 1997 Management • Coaching for Success, Tellabs Learning Connection (TLC) 2011 • EVM, Unlocking the Power of Earned Value Management, ESI Int’l 2007 • Six Sigma, Yellow Belt Certified, Qualtec 2004 • Managing Corrective Action, MCI Corporate Training & Development 1999 • Legal Context of Management, MCI Corporate Training & Development 1999 • Interviewing And Selection, MCI Corporate Training & Development 1999 • The 7 Habits Of Highly Effective People, Stephen Covey 1999 • Principles of Professional Management, Ongoing MCI Lessons 1997 Domain Specific •
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