Theodore Lesesne II

Experience

• 

  AT&T

  Jan 2005 - Feb 2019

  Professional Project ManagerLead Complex Billing & Dispute projects and task to support all Fed. Gov. Agencies. Provide SME Quote to Cash knowledge, “How To”, analysis as well as Q2C impacting processes, job aids, reports, strategies and key contacts to facilitate meeting customer and company requirements concluding in effective issue resolution, improvements, reduced re-work and cost savings. • Developed an automated process to identify and resolve a 7,963-line FAA/Harris $6M Contract Dispute. Teamed with Billing Ops, Programs, Sales & Finance in reducing a dispute from $6M to $4.5M Credit adjustment and a timely $1.5M payment. • Coordinated and communicated training plan to Billing Service Management Team for EIS Contract Billing preparation. Collaborated with Billing Ops & Corporate Training to identify available resources. Documented corporate training path for Billing, Disputes, Payment, & Collections. • Collaborated with Finance Billing Operations System Engineer & Developer to create new Billing Service Management Trouble Ticket & Metrics Automation Database tool at a total cost savings to Global Programs Sales Service & Operations. Managed web-based tool’s requirements, design, and testing to enhance tracking, engagement notifications, decrease resolution time and produce auto metrics. • Implemented an automated assisted process to produce monthly White House EOP Custom Invoice & Reporting. Managed adjustment process and documented automated & manual backup processes.• Incorporated the CISCO Serial Number Information Finder - SNIF Status Process to enforced DHS CISCO Router/Modem MACD (Move, Add, Change, Delete) implementation into AT&T Smart-Net Maintenance Contract. Insured equipment is supported by Smart-Net and accessible by AT&T NOC. Eliminated 3rd Party (Telco Buy, +) contracting process resulting in reduced cost at $500/per occurrence. • Provide aged complex billing dispute resolution using Sales Force CRM (ROAM Tool) data impacting $1.7M. Show less Program Manager / Key PersonnelLead teams to implement target contractual & strategic customer services, support Life Cycle. Manage program communications, project scope, quality, schedule, vendors, forecast, budget, resources, and risk.• Lead Program Manager, providing Contract Implementation & Life Cycle Support for new and upgraded networks and complex services (Virtual Private Network/Multi-Protocol Label Switching, Ethernet, Managed Internet Service, Business Voice Over IP and Audio/Video) to several Federal Government Agencies (FDIC, EEOC, OSC, DOL & FAA). • Partner with Sales, Engineer, Finance Billing Op, & Service Executive Teams to review RFPs, capture and solution Billing Requirement (Billing Engagement), target architecture and support contractual requirements for all services and functions. • Responsible for delivering Kickoff, Scope, Project Plan, Contract Deliverables, Risk Mitigation, Critical Date & Task tracking, Billing, Payment, Service Level Agreements, Service Assurance, Program Financials (Forecast, Budget) and Customer Experience. • Manage and partner with vendors (Concert, Zayo) and PMs supporting implementation to drive to successful completion. • Communicate project status with client management team via site visits and virtual meetings. Create and deliver weekly and monthly internal AT&T executive status decks. Show less Provide management support to most complex and strategic customers by creating a broader and deeper relationship with the customer and owning the customer service experience. Partners with Quote to Cash Teams; especially Service Management, Sales and Service Assurance/Delivery.• Team Lead; exclusive provider of Service Assurance Support for Legacy AT&T & SBC Services.• Provide 7/24 customer advocacy for Provisioning Billing & Service Assurance support for DOI, NAS, MEDPAC, US Senate, House of Representatives, Tribes, GSI Professional Services (Armed Forces), FDIC.• Liaison between customer NOC and AT&T teams & vendors to drive positive working relationships, trouble ticket escalation, outage resolution, provide Root Cause Analysis and meet Service Level Agreements.• Delivered customer stewardship & reviewed capacity management reports to provide Sales upsell. • Successfully managed problematic 2xT1.5 Circuits with Router service “Hot-Cuts”. Show less Senior Process, Quality, M&P Manager Implement total quality, methods, procedures & process programs as a team lead and individual contributor. Lead design, facilitation, testing, documentation/publish, rollout, training and maintenance of improvements while incorporating Six Sigma strategy.• Manage team to analyze, conceptualize, develop, test & provide quality FAR compliant processes, tools and SME support for multimillion-dollar Federal Contracts (Govt. Markets & Retail Models) including; Networx, Crossover, "Stand Alone", JutNet, TNet, DITCO/DISA & DOD contracts. Developed e-Ordering, Service Escalation, Fed. Unidentified Usage Resolution, GSA SLA, DITCO Direct Order & NOC, Back Billing and FEMA Emergency Voice Services Provisioning processes.• Led operations synergy & integration of Fed & Retail billing processes into "One AT&T"; reducing process paths. Hosted Shared Learning Calls to align Fed support by leveraging Corporate targets & resources. Led Fed & State Govt. adoption of “Right Work Right Place Initiative” to align responsibility between Care, Credit & Collections, Dispute Mgmt., Remittance Mgmt. & Account Teams; hosted Responsibility Shared Learning Calls, Interface Agreements & RACI model and CRM Tool adoption (Fed CFM Customer Financial Management Tool & State Colleges / Universities Sales Force Tool). • Care Lead Process Manager supporting Data Communication Services, Software Defined Network, OneNet (Bundled Services) products for Fed Commercial & Govt. Markets Platforms. • Perform reverse & re-engineering, gap, impact & requirement analysis to identify improvement opportunities. Plan & manage teams to achieve S.M.A.R.T goals. Test, rollout, monitor production & provide post implementation support; DITCO Networx, GSA Cloud, GSA SLA, AlasCom DISA/DFAS and Simple Order. • Lead responder to Fed & State billing audit concerns; FAR, State PUCs, FCC, Corporate Policy, Custom Contracts & Sarbanes Oxley compliance. 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  • Project Manager Program Management Office

    Mar 2017 - Feb 2019

  • Program Manager Program Management Office

    Feb 2014 - Mar 2017

  • Certified Service Executive / Service Management

    Aug 2012 - Feb 2014

  • Area Manager Process Management

    Jan 2005 - Aug 2012