Marian fieldsresume 7 25-2016
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Marian K. Fields is an experienced IT leader with over 30 years of experience managing multi-million dollar projects on time and under budget. She has a proven track record of leading engineering teams to deliver technical solutions and business strategies. Her areas of expertise include enterprise communications, ITIL processes, operations management, and project planning.
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Marian fieldsresume 7 25-2016
- 1. MARIAN K. FIELDS 10807 W 115TH PL Overland Park, KS 66210 816-920-3309 mf21916001@aol.com SUMMARY Results-driven leader with experience and proven track record managing multi-million dollar projects within timelines and budgets. Directed powerful engineering teams to maintain technical networks, develop business solutions, perform vendor product trials, create test strategies and plans, and implement projects using the ITIL Methodology. Proven strengths in producing bottom line team efforts through excellent interpersonal and motivational communication skills. Hands on experience with: Enterprise Communications Delivery ITIL Processes Vendor Management Operations Team Management Business Strategy Network Engineering Project Planning and Scheduling Call Center Infrastructure Business Continuity PROFESSIONAL EXPERIENCE Cerner Corporation, Kansas City, Missouri 10/2012- to present Enterprise Communications Manager – Cerner Technology Services Group Technical Engagement Leader managing a systems engineering team that delivers corporate voice, data and video infrastructure as well as call center application support • Lead a systems engineering team in delivering 24 X 7 support for optimal voice, data, video, and unified communications to 25,000 associates, maintaining a 99.9% system uptime. • Strategize with Call Center leadership to develop and maintain consistent contact center routing solutions and design. • Implement corporate-wide wireless Microsoft Lync 2013 and Skype for Business technologies. • Maintain the Avaya call center operations platform as well as develop new projects to improve our call center strategies in call routing techniques to enhance ROI. • Support the company audio and video conferencing platforms and offer associates Lync ECC conferencing or WebEx solutions for hosting conferences. • Maintain $1M+ annual budget to evolve telephony infrastructure to support 25,000 associates. CenturyLink, Overland Park, Kansas 9/2009- 8/2011 Manager – IT Call Center Technology Operations Managed complex call center architecture of combined technologies of 70+ Embarq and CenturyTel call centers • Managed a team of 19 call center engineers and business analysts responsible for developing, implementing, and supporting business call center initiatives, along with providing 24 X 7 platform support for mid-range systems, providing network uptime of 99.99%.
- 2. MARIAN K. FIELDS Page 2 of 5 • Implemented 10 business process improvements to automate Interactive Voice Response (IVR), predictive dialer scripts, trouble ticket system, and project work flows. • Supported multiple CTI, ACD, dialer, IVR technologies during the transition to single technology solutions. CIBER, INC., Overland Park, Kansas 10/2007- 9/2009 Senior Manager – IT Consulting Services for Application Development at AMC Theatres, Kansas City, Missouri Managed a 3-year consulting contract and statement of work between CIBER and AMC that targeted the implementation of 40% new development projects and maintenance of 60% legacy systems and applications • Managed a team of 15 software developers, test engineers, database administrators, and data analysts for production support and new delivery projects using the Waterfall Process. • Successfully implemented Oracle Enterprise Resource Planning (ERP) business solutions for Payroll, AP, and HR, including 401K, following PCI and SOX Compliance rules. • Program Managed the AMC Data Center move from Atlanta, GA, to Lenexa, KS, in an accelerated fashion, created multiple projects plans per server and applications, and coordinated with business users, network hosting and vendors. This project saved AMC $1.7M per year. • Implemented budgeting process improvements that decreased AMC Reporting time by 35%. • Designed the strategic plan to sunset legacy applications and architecture. • Conducted Monthly Quality Assurance Reviews and Quarterly Summit Meetings utilizing the CIBER Center for Project Performance methodologies and processes. SPRINT NEXTEL CORPORATION, Overland Park, Kansas 1/1990-3/2007 Senior Network Engineer of IT Security 3/2006-3/2007 Managed enterprise-wide projects that required Payment Card Industry (PCI) and Sarbanes-Oxley (SOX) security standards and implemented best practices to ensure audit compliance • Managed a team of 20 production support, internet security, and network engineers that implemented firewall rule changes to ensure compliancy with PCI standards for all internet access applications. • Brought about change by implementing best practices for the organization associated with existing IT business processes that improved the security audit compliance by 75%. • Analyzed, tracked, and published monthly metrics for internal management and external audit compliance groups. • Conducted a data encryption proof of concept test to meet audit requirements and determine vendor solution, and negotiated pricing and discounts for a data encryption product. • Presented vendor recommendations to executives that introduced effective IT security solutions. Senior Manager of Network Services Engineering 1/2001-3/2006 Managed Sprint PCS wireless projects that required network operational measurements engineered to capture CDMA wireless performance metrics and provide executive reporting • Managed a team of 7 network engineers to create operational performance monitoring algorithms that captured wireless network performance for the third-generation (3G) network.
- 3. MARIAN K. FIELDS Page 3 of 5 • Negotiated operational measurement changes with vendors in order to track network performance and pro-actively manage network anomalies. • Designed and implemented an internal web application to capture organizational signoff for agreed-upon Nortel, Lucent, Samsung, and Motorola vendor documentation that improved efficiencies by 50%. • Analyzed, tracked, and published monthly metrics for executive management in order to effectively manage the Sprint PCS Network. • Presented CDMA Network Performance results to executives to recommend performance solutions and changes. Senior Manager of Advanced Technology Development 6/1998-1/2001 Managed an on-demand software development project that featured leading-edge technology in the telecommunications industry • Managed a team of 100 contractors and internal employees to develop an Integrated On-Demand (ION) customer driven network through a web portal, utilizing internet security and HTML/Java web development. • Planned and implemented the graphical user interface (GUI) for the ION dash board portal. • Conducted planning sessions with Bell Laboratories and other vendors to create the design and implement the applications and billing solution. • Analyzed, tracked, and published monthly metrics for internal management and external vendors. • Conducted product and user testing and reviewed performance before implementing the production solution. Manager of Systems Design and Development of Call Center Services 5/1995-6/1998 Managed consumer service call center desktop software projects involving Computer Telephony Integration (CTI), Automatic Call Distributors (ACD), Interactive Voice Response (IVR), Workforce Management, and Outbound Dialer technologies for the Sprint Long Distance Division • Matrix-managed 11 direct reports and 55 cross-functional associates to develop and maintain call center desktop applications and the call center network • Implemented new ACDs in 5 Customer Service Group call centers within 5 months, successfully taking calls and distributing calls as designed. • Implemented business customer service applications to improve agent call handling abilities, improve customer satisfaction and reduce customer churn by 25%. • Instrumental in improving business call center efficiencies over 3 years and each year winning the JD Powers Award. Manager of the Signaling System 7 Management System (SS7MS) 1/1990-5/1995 Managed the implementation of the SS7MS in both domestic and international STPs to allow network engineers to proactively manage the SS7 network, prevent fraud, and reduce network anomalies and outages to meet requirements of 99.999% network uptime. ($17M Project) • Matrix-managed 3 direct reports and 80 cross-functional associates to test and implement the SS7MS in both domestic and international Signal Transfer Point (STP). • Conducted a competitive vendor network trial on the Sprint network to determine the validity of three vendor products.
- 4. MARIAN K. FIELDS Page 4 of 5 • Worked in the HP Vendor test environment in Europe to develop test scripts and implement custom functionality. • Created vendor test plans and system implementation project plan to track the project, resources and vendor. • Negotiated the contract for pricing and discounts for all areas of the Sprint Division, including the local and wireless divisions. • Trained all network engineers in the US to use the SS7MS application. TRECOM BUSINESS SYSTEMS, Kansas City, Missouri 10/1988 – 1/1990 Senior Programmer/Analyst Consultant for Sprint Corporation • Analyzed, designed, coded, tested and implemented IBM DB2/COBOL II Programs for the Invoice Processing System, utilizing Arthur Anderson Development Methodologies (Method I). BOEING COMPUTER SERVICES, Wichita, Kansas 6/1985 – 10/1988 Project Leader/Programmer/Analyst • Managed a team of 5 software developers responsible for financial reporting systems. • Performed feasibility studies, analyzed requirements, created business requirements and functional specifications and coded IBM D2/COBOL II business applications, utilizing IE Stratus Methodologies. CONOCO, INC., Ponca City, Oklahoma 5/1984 – 6/1985 Systems Analyst • Gathered user requirements, created functional specifications and coded IMS/DL1 (DB and DC) COBOL business applications for the IT Financial Systems. EDUCATION Bachelor of Science, Computer Information Systems Fort Hays State University, Hays, Kansas - GPA 3.76, Magna cum Laude CERTIFICATIONS CIBER, Inc. Project Management – 10/2007 ITIL Foundation – 6/2016 HONORS AND ACHIEVEMENTS Charter Member of the CIBER Project Management Steering Committee 12 Quest for Excellence Awards – Sprint/Nextel 20 Quality Improvement Awards – Boeing Computer Services 4 scholarships – Fort Hays State University Best in KLAS - Cerner TRAINING Certified Information Systems Security Professional (CISSP), completed 20+ hours of online training and CISSP Boot Camp Training towards certification - iP3, San Francisco, California
- 5. MARIAN K. FIELDS Page 5 of 5 Project Management Institute (PMI) -Managing Projects and Project Management, Leadership and Communication – online courses toward certification - George Washington University, Washington, DC Management Training – 350+ hours, Technical Telecommunications and IT Training – 600+ hours Sprint University of Excellence, Overland Park, Kansas, CenturyLink, Overland Park, Kansas, and Cerner Corporation, Kansas City, MO.
- 6. MARIAN K. FIELDS Page 5 of 5 Project Management Institute (PMI) -Managing Projects and Project Management, Leadership and Communication – online courses toward certification - George Washington University, Washington, DC Management Training – 350+ hours, Technical Telecommunications and IT Training – 600+ hours Sprint University of Excellence, Overland Park, Kansas, CenturyLink, Overland Park, Kansas, and Cerner Corporation, Kansas City, MO.