BILLY J. HAMILTON
Justin, TX 76247 940.600.9678 bhamiltontx75@gmail.com LinkedIn
Digital Support & Operations Manager
Technical Support – Architecture & Systems – Process Improvement
Dynamic, experienced Digital Support and Operations Manager with demonstrated history of successful application design, architecture, development, and testing in the communications industry. Works effectively with cross-functional teams, senior management, and stakeholders to define, clarify and prioritize business requirements. Leverages analytics, knowledge, and experience to deliver well-designed support tools and applications, and expand business opportunities. Passion for building and fostering collaborative, results-driven teams. Articulate and professional with high-level of communication skills, both verbal and written. Believes in value of voluntarism, and giving back to the community. Willing to relocate within Texas or Oklahoma, and travel up to 75%.
KEY COMPETENCIES & SKILLS
STRATEGIC PLANNING • INFORMATION TECHNOLOGY • LEAN SIX SIGMA • MULTI-TASKING • TROUBLESHOOTING • COMMUNICATION • ANALYTICS • HIRING & TRAINING • DEVELOPMENT • MS OFFICE SUITE • DOCUMENTATION • COLLABORATION • SOFTWARE APPLICATIONS • CUSTOMER SERVICE • MENTORING & COACHING • COLLABORATIVE CONSULTATION • CROSS-FUNCTIONAL TEAM LEADERSHIP • INTEGRATION • PROJECT MANAGEMENT • VENDOR MANAGEMENT • PROGRAMMING • REPORTING • PERSONNEL OVERSIGHT • EXECUTION • PERFORMANCE • EXTERNAL RELATIONSHIPS • PROCESS IMPROVEMENT • RELATIONSHIP BUILDING • AGILE METHODOLOGY • HTML5 • CSS3 • JAVA • PYTHON • SCRUM • WATERFALL • PROBLEM SOLVING • SELF-DIRECTION • PROJECT DELIVERY • BUDGET MANAGEMENT • JIRA • NEGOTIATION • APPLICATION STRATEGY • CONTINUOUS IMPROVEMENT • OPERATIONS • MOTIVATION • PRESENTATION • CONFLICT RESOLUTION • STRATEGIC SOLUTIONS • NEW TECHNOLOGY • TECHNICAL SUPPORT •MULTI-CULTURAL INCLUSION
PROFESSIONAL EXPERIENCE
VERIZON, INC., DALLAS/FT WORTH, TX 05/2004 – 12/2018
DIGITAL SUPPORT MANAGER (01/2016 – 12/2018): Manage strategy, development, security, and risk analysis of new applications. Lead multi-division collaboration (IT/Finance/Marketing/Operations) to provide architecture and cost-effective design solutions. Streamline business and user needs, and improve digital and online customer experience.
KEY COMPETENCIES: APPLICATIONS, ARCHITECTURE, CONTENT MANAGEMENT, CROSS-FUNCTIONAL LEADERSHIP
Launched contextual mobile-capable speed test application > 300k monthly users
● Proposed new project to senior leadership and obtained approvals and funding
● Prioritized, designed, and executed application to meet program and user requirements
● Coordinated Regulatory and IT Security Teams to release application
KEY COMPETENCIES: TEAMWORK, SOLUTIONS, RELATIONSHIP BUILDING, GOAL ORIENTATION
Transitioned support tools to mobile-first strategy and combined functionality of four outdated apps into single app
● Incorporated planning and user research across business units
● Refined content management and consumer focus for continual experience enhancements
● Provided technical direction for TV commercial to highlight SmartCam feature of MyFios app
SENIOR ANALYST & SOFTWARE ARCHITECT (09/2012 – 01/2016): Analyzed applications and provided upgraded software architecture to leverage existing technology for > 3.4M customer users. Incorporated business requirements into updated programs through research, evaluation, prototyping, and security analysis.
KEY COMPETENCIES: ANALYSIS, TECHNOLOGY EXPERTISE, TEAM MANAGEMENT, TRAINING
Engineered Wi-Fi Analyzer tool to analyze network interference, and saved company > $250M over 8 years
● Deflected > 5.8K monthly calls and decreased customer need to contact technical support agents
● Identified top call drivers and automated scripting capabilities of current system
● Directed road show to train support agents on underutilized tools
KEY COMPETENCIES: ANALYTICS, PLANNING, MULTI-TASKING, BUSINESS DEVELOPMENT
Introduced In-Home Agent desktop application for front-line agents and > 10M customer users
● Aligned staff for software integration planning and functional priorities
● Incorporated user interface to guide customers to optimal solutions
● Generated internal messaging to notify customers when trouble conditions were detected
SENIOR ANALYST-VENDOR MANAGEMENT, PHILIPPINES (03/2011 – 09/2012): Performed information security testing, evaluation, and compliance measurement of contract service agreements. Provided operational leadership for vendor operations, quality and training teams, client compliance, and satisfaction improvement.
KEY COMPETENCIES: VENDOR MANAGEMENT, BEST PRACTICES, PRESENTATION, COACHING
Improved NPS and customer satisfaction from -2.7% to +19.6%, and reduced negative impression of company
● Drove customer first call resolution improvement (FCR) and reduced repeat calls
● Implemented new checklist procedures for Agents to improve ticket resolution process
● Introduced individual and team coaching for best practices and conflict resolution
KEY COMPETENCIES: PROJECT MANAGEMENT, NEEDS ASSESSMENT, DISASTER RECOVERY, LEADERSHIP
Provided shelter and safety for employees during 2 typhoons and maintained operational objectives
● Spearheaded Call Center disaster recovery plan in Philippines
● Authored proposal for various disaster scenarios and conducted management presentations
● Developed emergency protocols for internal and external teams
NETWORK OPERATIONS SUPERVISOR (08/2006 – 03/2012): Supervised day-to-day Network Operations, and performance of customer support technicians, ticket management group, internal help desk, and executive escalations.
KEY COMPETENCIES: CHANGE MANAGEMENT, PERSONNEL OVERSIGHT, EXECUTION, EFFICIENCY
Built from ground up ticket management and escalation group with > 20 new hires
● Strengthened training for 2 newly created Service Centers
● Overhauled offline ticket management group and internal help desk
● Coordinated HR and Operations groups and aligned hiring of new teams’ personnel
KEY COMPETENCIES: CUSTOMER SERVICE, TEAM BUILDING, MENTORING, GOAL ORIENTATION
Led performance reversal of Customer Service Team and received company recognition as top performing Team
● Formulated individual actions plans and designed special projects for each team member
● Performed side-by-side coaching and expanded frequency of group information sessions
● Trained team to assist with better service and faster service times
OTHER RELEVANT EXPERIENCE
AT&T WIRELESS, DALLAS, TX TELECOMMUNICATIONS ANALYST II 1999 – 2004
EDUCATION
UNIVERSITY OF NORTH TEXAS, DENTON, TX
MASTER OF SCIENCE – ADVANCED DATA ANALYTICS (IN PROGRESS – ANTICIPATED 12/2020)
SOUTHERN NEW HAMPSHIRE UNIVERSITY, MANCHESTER, NH
BACHELOR OF SCIENCE – COMPUTER INFORMATION SYSTEMS