Zachary T. Roth  

9229 NE 180th Street Bothell, WA 98011 Mobile: 425-246-1389 email: zroth@zroth.com

Passionate leader - Technology:  Delivers high-performance through uniform vision, directly applied to technologies servicing the enterprise. Building on 15 years of service oriented focus within industries designed to deliver cutting edge products and services. Accomplished record of delivering enterprise process methodologies, built to scale, sustainable with the ability to tie results to business value.

Business Skills:  Strategic planning | Disaster recovery | Process engineering | Facilitating change | Cost reductions | Coaching & Organizational developing |Business & Matrix management |System architecture & administration | eLearning | Metrics & Analysis | Financial Management |Effective communicator | Best practices | SDLC | ITIL | PMBOK | Lean Six Sigma | Microsoft Operations Framework | Microsoft Solutions Framework | SOA | Lessons Learned Process |SEO/SEM Optimization

Processes Introduced and Functions Created:

• Outage Notification and Escalation (ONE), Incident Management (IM), Problem Management (PM) Daily operational meetings with root cause corrective action planning
• Led continuous improvement model (Define, Measure, Analyze, Improve and Control)
• Developed cost pooling methodology, analyzed results and produced reduced cost programs
• In and Outsourcing strategic functions e.g. – Tier I & II infrastructure services
• Designed and implemented the first ever business analyst function within Expedia IT
• Introduced knowledge management throughout AT&T Wireless/Cingular and Expedia, Inc. IT operations organizations to streamline and simplify consistent process adherence throughout
• Generated a sustainable pull-based rich media learning center for global ERP deployments
• Built ground up ITIL compliant global service desk (GSD) for Expedia Inc.

Selected achievements:
Managed migration strategy for customer service platform (Microsoft): Defined the goal of moving 20+ million interactions per year and incidents from legacy solutions to a uniform platform, affording a seamless customer experience complimented by rich business data.  Planned and executed the multi-year strategy, participated in budgeting processes and led each work stream virtual team towards the goal, while ensuring day to day operations continued to run without adverse impact.
Created the first business analyst team in IT (Expedia):  Documented support requirements from each line if business, defined production readiness criteria, developed roles and responsibilities documentation, garnered executive support, establish alignment points across IT and the business and staffed the function. Once the function was in place and running, it was made operational and handed off to a long-term owner for day to day management and sustainment.
Implemented Knowledge Management Process reducing training cost and time by 66% (Expedia & ATT) : responsible for the implementation and sustainment of the infrastructure expert knowledgebase system. Our team seeded 80%+ of all issues/troubles, solutions/resolutions specific to proprietary IT daily operational troubles. Examined and reduced the skill set requirement for cross-functional support. Evaluated, indentified and setup an open-source knowledgebase at zero cost to the Expedia, Inc. IT organization.

Work experience:
Microsoft – Global Operations Program Manager (09/10 – Present)
Microsoft requires no explanation.

• Consulted as solution management architect  analyzing current system capabilities, future state requirements and drove long-term platform recommendation through consensus (1/09-0/09)
• Managed global quarterly release cycle for 10+ million annual contact customer relationship management suite.  $3.6 million program budget in 2010
• Partner with multiple technology teams to maintain the consumer line of business multi-year roadmap
• Served as subject matter expert and single point of contact for multiple product activation systems generating hundreds of millions of annual queries and modifications through numerous support scenarios    
• Executed knowledge transfer early in each program, enabling the business to utilize eLearning and knowledge management across disciplines

Touch Business Consulting, LLC – Senior Consultant (05/09 – 1/10)
Touch Worldwide is the Pacific Northwest region’s premiere business consulting agency, specializing in Brand Marketing, Executive Communication and Organizational Change Management.

• Developed a reusable model for global ERP training programs, leveraging the full Microsoft stack in concert with industry standard eLearning tools
• Implemented courseware standards
• Introduced knowledge management methodology along with collaboration best practices spanning global functional areas 
• Designed executive readiness scorecard
• Executed knowledge transfer early in program, enabling the business to utilize eLearning and knowledge management across disciplines

Expedia, Inc. – Senior IT Manager (09/05 – 11/08)
Expedia Incorporated is the world’s largest conglomerate of Online Travel Agencies (OLTA) managing ecommerce brands which include Expedia, Hotels, Hotwire, Trip advisor and Custom Vacations branded points of sale.

• Managed $2.5 million OPEX budget with shared capital participation
• Originated executive dashboard(s), demonstrating the value of IT through quantitative measurements
• Managed internal and external IT communication standards
• Perform quarterly business reviews with our customers in North America, Europe and Asia Pacific

• Built the original Global Service Desk (GSD) for Expedia, Inc.
• Including technical phone support, account management and business analysis.
• In 20 months the service desk improved their support offering from a 20% first contact resolution (FCR) to 80% globally, surpassing all established targets.
• Demonstrated an ability to grow workload by 35% without increasing the workforce.

AT&T Wireless - Senior Site Manager – National IT Infrastructure (09/1995 – 9/05)
AT&T Wireless is the most recognized brand in the world. During my tenure at AT&T digital wireless telephony, digital data and mobile multimedia services were introduced to the marketplace.

• Managed $11 million OPEX budget with shared capital participation
• Ensured the availability of service across business units (e.g. – Marketing, HR, Customer Care, Billing, Sales, etc;) while providing expert services on all billing systems, customer support tools (including Aspect for workforce management and Avaya routing), data warehouse, and productivity tools, etc;
• Launched service level management (SLM), negotiated SLA/OLA agreements and drove ITIL across customer groups. Examples are billing systems, HR, Sales, marketing and Customer Care.
• In 2005 the desk took ~700,000 calls while achieving a 70+% First Contact resolution (FCR).
• Accomplished the application configuration, integration and development for the enterprise metrics tool, system monitoring, IT trouble tracker and Infrastructure Knowledge Base.
•  Automated password resets, IVR routing, User Account Maintenance requests and approvals, plus tackled offline requests with workflow, revising the tool design and process overviews.

Additional Experience: Senior Consultant (2009/10). Business manager, Operations manager, Manager of Business Analysts, Senior desktop engineer, Technical support representative, Help desk representative, LAN Administrator, Senior network engineer, Desktop support supervisor at LA Cellular/AT&T Wireless

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