Experience

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  Southern company

  Jun 1984 - now

  Leading a team of 58 full time employees including 4 managers with responsibility for the Service Desk, all IT service management initiatives, field support, process improvement, strategic planning, automation, benchmarking and metrics. Accomplishments:•Implemented ITIL based process improvement strategies for change management, service desk, request fulfillment, problem management and field support•Reduced cost per contact at the Service Desk by 22% while maintaining customer satisfaction over 95%•Increased usage of self-service portal by 300% at a savings of $3.4M annually •Implemented Remedy at a savings of $1.1M annually •Implemented IT business intelligence reporting portal for self-service and real time operational metrics•Responsible for the development of the IT Management Report that tracks critical success factors and key performance indicators for organization goals, financials, projects, operations, risk and workforce metrics•Responsible for benchmarking and market testing Southern Company IT’s products and services against external providers Show less Managed a team of 23 full time employees and contractors to provide IT products and services to Southern Company’s natural gas subsidiary. Worked closely with Accenture on outsourced infrastructure and application support and ensured that service levels were clearly documented and matched business needs. Accomplishments:• Responsible for web hosting, strategy and development and increased web enrollments more than 300% after completion of the web revitalization project• Implemented Marketing datamart for customer segmentation and targeting to enable Southern Company Gas to acquire customers more effectively• Responsible for developing and implementing the strategy to effectively mix the combination of in-sourced and outsourced IT services• Upon sale of the company managed the transition of all IT services to Cobb EMC Show less Managed a team of five product managers to plan, develop and implement strategies for IT chargebacks to Southern Company. Worked closely with IT Senior Leadership Team to match customer demand to IT’s products and services. Accomplishments:• Responsible for approximately $300M in IT billings to Southern Company affiliates.• Developed product lifecycle plans for all SCS IT products and services.• Developed and conducted business review meetings with the IT Senior Leadership Team.• Responsible for market comparisons of IT products and services and associated strategies to address out of market conditions. Show less

  • Director - Service Management Office

    Mar 2006 - now

  • IT Manager Southern Company Gas

    Jul 2004 - Mar 2006

  • Billing Manager

    Feb 2002 - Jun 2004

  • Other Roles

    Jun 1984 - Feb 2002