PAUL G. BROWN
Operations Management
Elmsford,NY
Summary
MANAGERIAL & PROBLEM-SOLVING PROFESSIONAL LEVERAGE CUSTOMER FOCUS & STRATEGIC PROBLEM SOLVING TO DRIVE BUSINESS & PROCESS EFFICIENCIES Serves as support system to business communities to provide technical solutions to meet user needs. Demonstrate expertise in providing customized support to business units, understanding organizational systems and capabilities, and implementing action plans in alignment with business direction. Proven success collaborating and networking with other groups and functions to reach business objectives, while remaining within customer / partner requirements. Track record of establishing and maintaining working relationships with external customers / partners Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Student
Syracuse University
01.2020 - Current
- Technological advancements have changed the world, and the abundance of data generated throughout today's organizations must be maintained, managed, and channeled into meaningful insights
- Knowledge Management has become an essential skill in our data-driven society that allows organizations to focus on growth and innovation through sharing and applying of knowledge while remembering and documenting lessons learned, creating an organizational memory
- Apply knowledge gained to make sense of the amount of data available, systematically problem-solve, and be able to propose creative and design-thinking solutions
- Develop tasks and work processes for desired organizational outcomes and the ability to work face-to-face or virtually to analyze big data critically and ethically
- Explain the role of technology and its use as a resource tool in organizations, society, social media, and data mining and security
Sr. Data Analyst
Charter Spectrum
Stamford, CT
06.2016 - 10.2018
- Analyze, assess, and document current business state through development of process models and data flow diagrams
- Reported on trends informing improvements needing to be made
- Implemented new ideas / processes based on data collected and conducted internal trainings and tracked results
- Developed key performance indicators and dashboards, measuring success and ROI of Enterprise Data Management program
- Interacted with business and technical peers, evaluating emerging industry trends and technologies relevant to data management
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
Product Marketing Analyst
MASTERCARD
Purchase, NY
01.2019 - 07.2019
- Product Marketing & Analytics 2019
- Compared project goals and user experiences and recommended revisions to bring entities into alignment.
- Initiated market research studies and analyzed findings.
- Interacted with internal partners to track development progress and address non-conforming issues to avoid negative impacts on completion timelines.
- Also responsible for tracking and analyzing customer participation as well as adaptation of an automated process
- Spearhead the transition to an automated enrollment reporting process/solution
- Create & maintain enrollment documentation process across all digital wallet solutions for NAM (US & Canada)
Billing Support Manager
Charter Spectrum
New York, NY
01.2013 - 06.2016
- Carried out all enhancements, maintenance, and billing requirements for TWC business services nationwide billing platforms
- Oversaw SRT testing of billing codes for product launch of POR and non-POR objectives nationwide
- Performed project management of critical requests vital to business success
- Managed team of project managers in maintaining integrity of both billers for sales, order fulfillment and technical operations teams, contributing to accurate and complete information entered CRM and billing systems
- Resolved operational issues through collaboration with cross organizational teams, supporting customer / partner requirements
- Coached employees through day-to-day work and complex problems.
Project Manager
Time Warner Cable Business Class
New York, NY
01.2011 - 01.2013
- Designed and developed project plans in implementation of new policies, programs, and initiatives both locally and regionally
- Led projects, including rate adjustments, process changes, CSG upgrades, ICOMS upgrades, new product launches and enhancements
- Assisted learning and development with identifying, creating, and updating of training materials and feedback tools impacted by new projects
- Monitored departmental operations
- Organized and coordinated implementation of project plans, ensuring compliance with overall strategic plans, goals, and unit objectives
- Consulted, interacted, and collaborated with management, internal / external staff, and / or consultants, facilitating successful implementation of new or revised policies, programs, and procedures, and implementing program objectives.
- Reined in project costs while meeting key milestones.
Order Management Supervisor
Time Warner
Middletown, NY
11.2010 - 01.2011
- Actualized 1st complex management support group in New York market for, complex product line (PRI, T1 & data services)
- Tracked and reported on all revenue and metrics, including interval, order quality, order volume, reject rate and invalid rates
- Oversaw daily responsibilities of order management team, managed 130 - 200 sales orders per day, and acted as escalation point for internal partners and TWC customers, enabling higher order volume to be processed, installed, and billed, and driving monthly revenue
- Implemented specified changes to processes or tools, improving performance, and increasing customer satisfaction.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect installations.
Order Entry Supervisor
XO Communications
New York, NY
01.2009 - 01.2010
- Managed revenue from $60K to $135K of new revenue, monthly
- Served as liaison between Sales, Technical Field Operations, Service Delivery, Billing, Finance, Credit, and Legal departments
- Oversaw support team in maintaining acceptable order quality levels based on guidelines set forth by upper management
- Acted as escalation point for all sales support, service delivery, billing, and customer issues, decreasing rejects by 20%, driving process efficiencies, and increasing customer satisfaction
- Worked closely with general manager of New York City region, making sure monthly revenue goals were reached, and that process and rules were adhered to by sales organization.
Sales Support Senior Manager
XO Communications
Conshohocken, PA
01.2005 - 01.2009
- Managed day-to-day responsibilities for sales support group consisting of senior engineers and technical sales coordinators
- Assisted in resolving all technical issues within order entry systems as well as personnel issues
- Implemented training for support staff on both the local and regional level
- Supported sales teams in all process issues preventing them from realizing revenue, enabling market to install services and bill revenue more quickly
- Implemented in-house trainings for staff and order management teams and partnered with service delivery teams in determination of what best practices were in alignment with overall sales goals, streamlining order entry process, increasing productivity, allowing TDCs to focus on backlogs, and driving regional revenue.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
Driver
FedEx:Ground
Elmsford, NY
08.2020 - 07.2021
- As an essential business that supports the economy, I am tasked with handling life-saving medications and other items that keep our communities as prepared as possible
- Adhere to company safe package handling standards at all times
- Verify each delivery against shipping instructions before delivering to customers
- Always follow proper postal routing guidelines
- Operate mechanical equipment to move larger package shipments.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
Package Handler
UPS, United Parcel Service
Elmsford, NY
04.2020 - 08.2020
- Tasked with always meeting the company's safe package handling standards
- Operate a wide variety of mechanized equipment to assist with larger package movement
- Performed all tasks in accordance with Standard Operating Procedures to ensure a safe work environment for all associates
- Prepared pallets of boxes for easy transportation between customer and storage locations.
Education
Bachelors - Knowledge Management
Syracuse University
Syracuse, NY 08.2020 - Current
NYS Emergency Medical Services Training/Certification - undefined
Phelps Hospital Elmsford
Fire DepartmentPolice Academy – Pennsylvania Municipal Police Officer Education and Training Commission (MCCC – MPOETC)Fire Academy – Westchester - undefined
Services Training Academy
MCCC Municipal Police Academy Act 120 Certification - XO Communications
XO University
01.2004 - 01.2009
Pennsylvania License to Carry Firearms – Montgomery County Sheriff's Office – - undefined
State of New York, County of Westchester Pistol License – County Courts of Westchester NY - undefined
Firearm Safety and Training – Classic Pistol Southampton PA – - undefined
Skills
Staff Management
Policies and procedures
Operations management
Improvement initiatives
Business process re-engineering
Performance Evaluations
Technical Support
Project Management
Project support
MS Office
Good Telephone Etiquette
Training and Development
Analytical and Critical Thinking
Teamwork and Collaboration
Written Communication
Data Entry
Computer Skills
Dependable and Responsible
Customer Service
Conflict Resolution
Problem-Solving
Self-Motivated
Teambuilding
Organization and Time Management
Data Management
Multitasking Abilities
Time Management
Relationship building and management
Solution testing and implementation
Research and analysis
Critical Thinking
Websites
Affiliations
Prince Hall Free & Accepted MasonsMontgomery County Black Law Enforcement Officers Association (MCBLEOA)Valuing Employees: Positive Employee Relations in Workplace - College Point | LiNX (Siebel) | Visio | Conflict Resolution | Behavioral InterviewingCERTIFICATIONSWestchester County Department of Emergency Services Firefighter 1 Certification – 2019NYS Homeland Security & Emergency Services SCBA Interior Firefighting Operations – 2019NYS Homeland Security & Emergency Services Firefighter Survival – 2019NYS Homeland Security & Emergency Services Exterior Firefighting Operations – 2018NYS Homeland Security & Emergency Services Hazmat First Responder Operations - 2018American Safety & Health Institute - Basic Life Support - 2018NYS Homeland Security & Emergency Services – Apparatus Operator EVOC - 2018F.E.M.A. Emergency Management – Incident Command Systems 100 & 700 – 2018
Additional Information
- AWARDS, MCCC Municipal Police Academy Director's Spirit of Distinction Award – 2009Syracuse University College of Professional Studies Dean's List – 2021Syracuse University Academic Scholarship Award – 2021
Timeline
Bachelors - Knowledge Management
Syracuse University
08.2020 - Current
Driver
FedEx:Ground
08.2020 - 07.2021
Package Handler
UPS, United Parcel Service
04.2020 - 08.2020
Student
Syracuse University
01.2020 - Current
Product Marketing Analyst
MASTERCARD
01.2019 - 07.2019
Sr. Data Analyst
Charter Spectrum
06.2016 - 10.2018
Billing Support Manager
Charter Spectrum
01.2013 - 06.2016
Project Manager
Time Warner Cable Business Class
01.2011 - 01.2013
Order Management Supervisor
Time Warner
11.2010 - 01.2011
Order Entry Supervisor
XO Communications
01.2009 - 01.2010
Sales Support Senior Manager
XO Communications
01.2005 - 01.2009
MCCC Municipal Police Academy Act 120 Certification - XO Communications
XO University
01.2004 - 01.2009
NYS Emergency Medical Services Training/Certification - undefined
Phelps Hospital Elmsford
Fire DepartmentPolice Academy – Pennsylvania Municipal Police Officer Education and Training Commission (MCCC – MPOETC)Fire Academy – Westchester - undefined
Services Training Academy