BEVERLY E.

LYNN
35 Stillwater Ct. * Atlanta, Georgia 30263
(770) 313-8480 * blad8345@westpost.net
SUMMARY
Operations manager and customer support specialist with expertise in bridging th
e gap between processes, technology, and customer services. Strengths include ef
fective change management and identifying simple smart processes. Unique ability
to see the whole picture and work with people, processes, and tools to improve
business performance resulting in over $20M of savings in previous organization.
Passionate and dedicated to lead teams providing quality solutions and delighti
ng customers.
AREAS OF EXPERTISE
Customer Support
Managed day to day voice and data network operational support for 100+ HP office
s
Met Call Center customer response time goals 3 years in a row
Supported call routing and reporting for 8,000 + calls monthly into IT Call Cent
er
Operations Management
Centralized support operations for 100+ US field offices
Developed global support processes reducing operations costs $2.4m, decreasing v
oice network errors by 25%
Negotiated $3m annual savings in voice services by outsourcing support to 3rd pa
rty.
Business Planning
Managed yearly project funnel while meeting timelines and complex requirements f
or IT project process guidelines
Implemented a scorecard of rates that allowed the business units to forecast fut
ure spends on IT services and pay for only what was used
Engineered and implemented global telecommunication services supporting global
mergers and divestures
EXPERIENCE
Hewlett-Packard Company, 1994 - 2009 Atlanta, GA
Business Planning Analyst, Tax PMO (2006 - 2009)
Project manager for the Corporate Tax Department. Coordinated tax requirements a
nd business needs with IT and other groups. Managed project funnel process, ensu
ring projects were documented, prioritized, and staffed. Interfaced with IT to e
nsure timely delivery of IT services and support.
Implemented global transaction tax solution processing $9 B cash flow yearly
Eliminated late filings of US state required monthly tax reports by analyses and
modifications of support processes. Resulted in reducing fines and penalties an
d relationship improvements with local governments.

IT Services Program Manager (2003 - 2006)

Managed program that created and documented the processes and tools to properly
allocate business unit costs for each IT service provided. Worked with IT suppor
t and Call Center teams to deliver projects that increased the cost effectivenes
s and processes of the Global IT organization.
Selected to a 10 person team that implemented global program generating IT savin
gs of over $15m by removing duplicate work, eliminating legacy applications, and
modifications of support processes.
Reduced server support costs by identifying servers with less then 20% usage and
then consolidated applications so that under utilized hardware was eliminated.
IT Global Program Manager (2000 - 2003)
Established and led the global delivery strategy and alignment for voice network
services including Call Center support. Services supported over 350 global offi
ces and 250,000 people. Consulted as a Telecommunications SME for global mergers
and acquisitions, engineered RFP responses for external customers, and provided
training and mentoring to new project managers.
Led first day activities for voice services during the HP and Compaq merger. imp
lemented customer support call routing, and new automated greetings for the comb
ined company at over 350 global offices with no issues reported.
Networked and integrated 275 unique voice mail systems keeping project spend to
under 90% of original costs. Project management included coordination of vendors
and regional IT teams, and obtaining executive sponsorship and key stakeholders
approval.
IT Operations Manager (1994 - 2000)
Direct management of team supporting voice and data networks for IT services and
Call Center infrastructure. Managed remote support for 2nd and 3rd level servic
es at 120 field sales offices. Directed provisioning services for voice and data
circuits, mobile services, and remote access accounts. Managed vendor relations
hips and Service Level Objectives to provide services.
Oversaw team that researched and negotiated outsourcing solution for voice opera
tions team. Investigation included financials, business conditions, and core com
petencies of the company.
Negotiated $3m annual savings in voice services by outsourcing support to 3rd pa
rty.
Technologies used included Avaya Nortel systems, Cisco, TCP-IP networks, ATM, Fr
ame Relay
Reduced problem resolution times by negotiating vendor coordination activities a
nd sharing of inventory to repair systems.
EDUCATION
B.S. Business Management, College of Notre Dame, Baltimore, MD (Concentration in
IT Management)
Technology: Avaya CMS, Unified Communications, ICR, PBX, VoIP
Cisco UCM VoIP, Unified Messaging, Routers,
ATT voice and data networks
MicroSoft Office Products, including Project Mgmt