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Andrew Wong Email: Andrew.Wong@Sbcglobal.Net Millbrae, CA Mobile: 415-297-3382 ______ Andrew Wong Email: [email protected] Millbrae, CA Mobile: 415-297-3382 ______________________________________________________________________________ SUMMARY IT service leader with more than 15 years helping start-ups and Fortune 500 companies maximize business performance by motivating teams, measuring results, and sharing practices. Specialize in Datacenter / Cloud operation turnaround, top-line growth, and process change. • Minimizing risk and uncertainty through metrics • IT Service Management (ITSM) • ITIL Dashboard / CISA / Six Sigma • Kepner-Tregoe root cause best practices • Coaching / Mentoring / Recognition • Fast analytics and data visualization • Championing a learning culture • Delighting customers PROFESSIONAL EXPERIENCE Tellabs, Santa Clara, California 2011-2012 Manager Technical Support Engineering Part of S&P MidCap 400 (NASDAQ:TLAB) $1.2B mobile and optical solutions to telecom providers. Managed 10 network engineers worldwide. Escalation contact 24/7/365 for 9100 SmartCore product. • Achieved 99.999% network availability within TL9000 standards to meet Executive Quality goal. • Designed 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. • Routinely visited customers to review progress on high/low burn issues and listened for opportunities. • Motivated team by organizing events, recognizing special contributions, and partnering in professional development opportunities. • Worked with Sustaining Engineering/Product House/Sales on customer bug fixes, new features, and enhancements to prioritize release and product schedule. • Integrated supply chain Return Material Authorization (RMA) process after M&A of start-up WiChorus. • Implemented collaboration portal to improve process quality, find workarounds to known issues, drive actionable insight metrics, share new product knowledge, and vital customer operational information. Kaiser Permanente, Pleasanton, California 2005–2011 I.T. Business Consultant Principal Not-for-profit $47.9B revenue integrated health plan. Provided organizational change management to IT SVPs. Implemented new service delivery processes for improved user satisfaction / bent the cost trend. • Drove 99.999% system availability in databases, SOA/middleware, contact call centers, and document management by project managing ITIL process changes to continuously deliver services important to 8.8M members, 167k employees/physicians, 431 medical offices, and 35 hospitals. • Measured gaps in service handling to ensure third-party contract fidelity of $MM software as a service (SaaS) met 15 minutes response time and 100% availability after migration from multiple legacy CRM. • Applied best-fit solution design using proven methodology to streamline business management processes for timely executive decision-making. Successful implementation of cross-enterprise I.T. Staffing Requisition Approval Process. • Key contributor to Shared Application Services team addressing linkage between operational baselines and strategic imperatives aimed at higher organizational effectiveness and efficiency. • Influenced by designing enterprise-wide ITIL dashboard to monitor the health of long-term trends, recent adverse contributions, financials, mega projects, and people / staffing. 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. Andrew Wong Page 2 of 3 ______________________________________________________________________________ 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. • Created business intelligence resource planning tools to increase billable sales 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. • Led cross-functional teams for network integration and alarm database reconciliation after M&As. • 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 / 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). • 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. • Launched network operations infrastructure to enable annual sales monthly recurring revenue (MRR) to grow from $2M to $25M. • 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 the sales teams 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 multiplex systems to deliver 100% on-time commitment for customer service activation using LOA/CFA and DLR. OTHER SIGNIFICANT EXPERIENCE Menlo College, Atherton, California 1998-Present Adjunct Professor Silicon Valley’s Business School. Design courses to develop future leaders through a liberal arts-based business education. Facilitate a classroom of 8-20 evening adult learners pursuing a Bachelors degree. • MIS 250 – Introduction to Programming in Python (Java Environment for Students) • MIS 305 – Management Information Systems • MIS 306 – Telecommunications and Networks (Wireless / Optical / Layers 1 through 7) • MIS 307 – Developing and Programming Business Applications • MIS 310 – Systems Analysis and Design (Rapid Prototyping Smartphone Applications using Agile) • 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 3 of 3 ______________________________________________________________________________ EDUCATION / PROFESSIONAL DEVELOPMENT • MBA and M.S. in Telecommunications Management 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 • Certified Information Systems Auditor (CISA) to be granted by www.isaca.org pending 2012 exam in December 2012 • Rapid-fire Analytics and Data Visualization, Tableau Software 2012 • Tellabs 8800 Multi-Service Router (mobile backhaul) Provisioning and Maintenance, TLC 2011 • WiMAX Technology Overview, Tellabs
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