ROGER TWIGG

Clinton, NJ 08809

H (908) 735-4182

rogertwigg@gmail.com

C (908) 892-9390

DIRECTOR IT PROGRAM MANAGEMENT

Delivering Leadership, Accountability, and Excellence
PROFILE
Highly successful technology expert with extensive experience in multiple roles within various industries.
Over 20 years of diversified management experience, with heavy emphasis in IT project management,
program management, systems management, systems development, and vendor management.
Builder of strong relationships so that business leaders see me as their solutions partner who is helping them
achieve their corporate and organizational goals.
Leadership and integrity with a proven track record of delivering mission critical projects on time and under
budget.
Extensive background in Systems Development Life Cycle (SDLC) of globally distributed systems, working
in matrix organizations with geographically dispersed staff, and outsourced vendor services.
Strong technical and business background, proficient in process and system re-engineering that delivers
operationally efficient business solutions.
Outstanding written and verbal communication skills that provide the ability to work directly with technical
team members as well as summarize information for presentation to business and IT executives.

CORE COMPETENCIES
Information Technology Program/Project Management Software Development Life Cycle Vendor Relations
Expense Reduction Information Analysis Actionable Reporting Scope Management Risk Management
Operations Systems Development Management Strategic Planning Analytics/Data Management
Customer Service Systems Management Performance Metrics On-Time Delivery
Performance Optimization Resource Management Team Leadership Product Launch Support

PROFESSIONAL EXPERIENCE

EarthLink, Inc

Atlanta, GA

2011 to 2/2015

Director Program Management

Responsibilities included analysis of IT assets obtained from multiple corporate acquisitions and creation of the Quoteto-Cash OSS architecture required to support future product strategy. Program Manager responsible for the Service
Delivery Portfolio of IT projects. Oversaw implementation of the In-take process and worked directly with Service
Delivery leadership to manage the in-take project request process. Liaised with business leaders to prioritize project
requests based on business value. Program and project responsibilities included vendor management and end-to-end
project management from requirements through development, QE test, user acceptance test and deployment.
Communication responsibilities included bi-weekly executive briefings to E-VP team. Specific deliverables resulted in
operational efficiencies, consolidated business processes and improved customer experience. Delivered multiple
projects working with internal IT staff, business partners and third party vendors. Examples included:

Access automation yielded 10 minutes savings per order; LD PIC Care process consolidation and automation
yielded 5 minutes savings per record;
Automated CPE configuration delivered 30 minute savings per configuration (67%); consolidated CPE
ordering yielded 15 minute savings per order;

ROGER TWIGG

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Eport automations reduced response intervals from 38 hours to 13 hours, and Overtime by 97%.
Delivered a single consolidated Remedy system that enabled the retirement of 3 legacy systems.

Tekmark Global Solutions

Edison, NJ

2008 to 2011

Program Management Consultant - AT&T Labs

Managed defects across multiple test environments for Real-Time Transaction Platform (RTTP) supporting AT&T
Uverse on-line service. Improved team productivity, collaboration, and communication through creation of the SEDI
Uverse Test Team website using AT&T Infosphere based on Microsoft SharePoint technology.
Managed projects and provided end-to-end oversight of Technology Insertion and ICDS Performance Improvement
programs. Developed project scope, identified and tracked factory inter-dependencies, established integrated plans, and
monitored progress against milestones. Led bi-weekly ICDS performance management meetings and presented status
to product management, operations, Labs, information technology, and NP&E leadership.

Automated test-metric reporting for RTTP and G2 applications, documenting RTTP test scope for several
major software releases.

Delivered 15% United States off-net and 20% United States on-net performance gains in large file download
on the ICDS content distribution network in 2009.

BT Radianz

Nutley, NJ

2001 to 2007

Director Business and Operations Support Systems

Managed operations and business support systems IT program, leading 55 staff and overseeing $11,000,000 budget for
an e-commerce start-up company that provided secure IP networking and services for the Financial community.
Defined program and provided management / communication within project teams and to executive steering
committee. Identified priorities and objectives, defined and presented system delivery project proposals, and managed
the delivery. Provided sales, order fulfillment, service activation, billing, customer service, MIS / BI reporting,
customer SLA reporting, web services, customer web portal, network trouble detection, and network performance
reporting support solutions. Planned projects, developed work effort estimates, performed budget tracking, managed
risk and scope, and controlled change.

Managed and oversaw delivery of CRM system to global service centers (GSC) in London and Nutley NJ.
Defined requirements, priorities, and managed vendor selection process. Negotiated vendor Statement of Work
for professional services, tracked costs, issues, schedule, deliverables, and managed production deployment.
Successfully delivered Order Management and Billing systems on-time and within budget to meet the
aggressive time line for launch of a start-up business.
Managed all project phases from initiation through production deployment and support of a web services ebonding solution. Directed a diverse project team consisting of customer service delivery staff, business
analysts, J2EE architect, java developers, QA testers, DBAs, and Solaris system administrators.
Delivered a 50% reduction in Days Sales Outstanding by improving cash flow and billing accuracy.
Improved customer satisfaction and reduced Quote-to-Cash cycle by as much as 33% through on-line ordering
and status tracking project.
Instituted process change linking quality assurance and Business analysis teams, improving understanding of
business processes and engaged QA earlier in the project cycle.

AT&T

ADDITIONAL EXPERIENCE
various locations, NJ
EDUCATION
Bachelor of Arts, Computer Science
State University of New York, College at Oswego Oswego, New York

1982 to 2000