Christopher Zwicker
Wilmington,DE
Summary
I'm a highly skilled professional with an accomplished track record of leading successful teams and managing complex programs. Adept at strategic thinking and collaboration with cross functional teams to implement effective, scalable, and repeatable processes which drive efficiencies, productivity, and customer experience. Leading teams with a focus on employee empowerment, mentoring, training, and career growth.
Overview
17
17
years of professional experience
Work History
Senior Manager Program Management/Operations
Comcast
07.2019 - Current
- Led effective teams on the execution of the Product roadmap and strategic vision for all Mid-Market and Public Sector Ethernet and fiber-based services and offerings by maintaining an open and collaborative dialogue with peers and senior leadership, to achieve companywide initiatives and specific goals set forth in the plan of record
- Create business requirements and identify risks for new products, tools and systems in the Technical Operations and Construction spaces
- Developed and supported requests for KPI enhancements to drive operational efficiencies
- Directed project teams in the development and implementation of project plans across multiple systems, product sets and complexities
- Guide teams to think strategically across program portfolios, understand impacts and risks as well as how to mitigate, manage and communicate those risks
- Built collaborative and inclusive relationships with key stakeholders and partners including divisional PMO leaders, regional and headquarters teams to successfully implement Plan of Record, vision, and goals
- Develops repeatable, scalable processes and go to market plans to speed time to market and improve operational efficiency
- Focus on driving customer experience and employee engagement
- Fosters an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the organization and drive customer experience
- Mentored and guided staff, ensuring access to ongoing training programs, policies, and operational procedures
- Created specific training plans as well and provided documentation to increase knowledge and overall employee confidence of products and processes based on yearly Product plan of records
- Completed the Ascending to Leadership pilot program to prepare high performers for the next steps in their career growth and journey
- As part of this leadership program, I have been mentoring two employees with different backgrounds and skill sets to give back as well as enhance and improve my people leader skills
- Mentored by VP of Operations to learn and expand my knowledge over the last year in my current role to prepare myself for my next opportunity
- Selected for the LEAP leadership program currently in progress.
Senior Program Manager
Comcast
01.2018 - 07.2019
- Responsible for managing product deployment full life cycle on behalf of Operations team for all Mid-Market and Managed Services products
- Consisting of developing, drafting, and maintaining complex project plans, action registers and meeting notes
- Align with internal teams such as Technical Operations, End User Content, Business Readiness testing and Comcast University Testing to ensure product launch timelines and readiness through general availability launch.
- Identify and mitigate risks during project lifecycle
- Complete and maintain project artifacts such as Impact assessments as well as assist analysts in completing High Level and Detailed Level processes required.
- Facilitates and run stakeholder meetings with Divisional leadership to ensure process alignment and agreement
- Act as customer advocate for internal or external customers to deliver best in class products and customer service
- Attend regular meetings with Product leadership and development teams ensure product processes are aligned with business objectives and customer experience milestones
- Act as a subject matter expert and first point of escalation for all Business Analysts for process and technology questions
- Mentoring and assisting junior team members on day-to-day activities.
Senior Project Manager
Comcast
08.2015 - 01.2018
- Responsible for compiling monthly team forecasts for cell backhaul and small cell product lines for tracking and reporting purposes to Senior Management and finance
- Created reports and procedures for sites that are aged, pending cancel, high cost etc
- To drive the queue of sites in the pipeline
- Team SME/SPOC for all Sprint related products and services consisting of new product rollouts of Small Cell Backhaul for Comcast nationwide footprint
- Lead on new product initiatives as well as creating processes and best practices for each new product initiative
- Led the rollout initiative of small cell backhaul with all markets across the footprint via weekly meetings and conference calls
- Created process and procedure documentation to be used to align each division
- Including design layout records and test and turn up notification documentation
- Collaborated on the implementation of dark fiber product rollout and close out package requirements with the new product development team
- Escalation points for junior team members to use a resource or knowledge base.
Project Manager 3
Comcast
08.2010 - 08.2015
- Manage all Cellular Backhaul Operations for Beltway and Keystone Regions
- Consisting of managing and coordinating all activities for each individual cell site from inception of order through activation of cell tower as well as post activation customer support
- Directly manage and drive local market personnel on OSP (Outside Plant Fiber Build) as well as Deployment and CBH vendors for ISP (Inside Plant Build)
- Monitor to make sure all industry standards are being complied with
- Gather all requirements from the carrier/customer and work with the engineering and provisioning teams to complete necessary core configurations to meet scheduled activation dates
- Responsible for overall project/program management and driving personnel by tracking project forecasting, construction schedules, permitting issues, risk mitigation and financial data to ensure project is on track and budget
- This was achieved through weekly conference calls, detailed project plans and trackers distributed to the teams weekly as well as action plans to monitor open tasks and issues
- Analyzes, creates, and manages forecasts for each region which is communicated up to Finance and built into the yearly budget
- Make quarterly visits out to each of my markets to meet with local teams and customers to review project status, upcoming activities as well as to improve and build relations
- Mentors and trains junior peers on the team in best practices
- Trained local market team on the use of CCOM to ensure data base integrity is maintained
- Use and apply lean principles in day-to-day business operations to ensure best and most agile principles are used to reduce interval time.
Project Manager for Agent Operations
Broadview Networks
01.2007 - 01.2010
- Coordinate and lead up to eighty-five high-end voice and data orders simultaneously from assignment to final implementation consisting of POTS, DSL, T-1's, DS3's, MPLS Networks and Voice over IP Hosted systems
- Manage Voice and Data engineers on circuit order, design, system configurations and technical setup per customer specifications
- Knowledge of Avaya, Nortel and Mitel PBX systems and Cisco routers and configurations to troubleshoot with internal personnel and customer vendors during installation and turn up of new services to ensure customer satisfaction
- Reviewed contracts and billing for accuracy and made any necessary changes to ensure accurate invoicing of services.
Education
B.A Communications -
Queens College
Flushing, New York06.1996
A.A Liberal Arts -
Nassau Community College
Garden City, New York06.1992
Skills
- Manage Effective Teams
- Relationship Building
- Strategic Thinking
- Stakeholder Alignment
- Program Management
- Fiber/Ethernet &Voice
- Change Management
- Agile/Waterfall Methodologies
- Business Requirements
- Training/Mentoring
- Change Management/Adkar
- Business/Technical Acumen
- Visio/Adonis
- Agile Methodologies
- Microsoft Office Suite
- Training
References
Available upon request
Timeline
Senior Manager Program Management/Operations
Comcast
07.2019 - Current
Senior Program Manager
Comcast
01.2018 - 07.2019
Senior Project Manager
Comcast
08.2015 - 01.2018
Project Manager 3
Comcast
08.2010 - 08.2015
Project Manager for Agent Operations
Broadview Networks
01.2007 - 01.2010
B.A Communications -
Queens College
A.A Liberal Arts -
Nassau Community College