You are on page 1of 2

Kenneth J.

St. Louis, MO 63108 Cell: (314)497-8190 Hm: (314)-535-5301

Senior Leadership Process Improvement Client Experience Agile Development Employee Engagement Lean Six Sigma
Quality Global Change Management Financial Management Business Analysis Global Operations Data Center Management

Professional Profile
High-performing senior leader with expertise in building / optimizing organizational processes, measurement systems and
teams to maximize business results in global information services, healthcare, client experience and service management.

Skilled strategist, acknowledged for translating strategic plans into solutions that drive global improvements across
multiple, diverse stakeholder groups to improve customer experience.

Lean Six Sigma Black Belt team leader with broad scope of responsibility, proven success and reputation for delivering
results that exceed targets and yield measurable outcomes.
- Customer Experience Improvements - Cycle Time Reduction - Operational Improvements
- Revenue Acceleration - Cost Reduction via Efficiency Gains - Organizational Change Mgmt.
- Organizational Development - People Development & Mentoring - Vendor Management

Professional Experience
Director, Operational Support, Centurylink, St. Louis, MO 2015-2016
Led End-to-End High-level Process Design and Capability Assessment teams that defined the concept, definition and
operational components for process and tools automation for Global Operations, Global Markets and Product Development
Developed blueprints of the enterprise to drive a common understanding across new and legacy organization that aligned
strategic objectives and tactical demands
Translated corporate strategy into implementable change programs focused on Organizational Design, Process Design, and
Technology Architecture by applying Business Architecture Framework principles to business and process design projects,
end-to-end; aligned support capabilities with new product launches and customer expectations by managed resource
allocation and prioritization across the enterprise.
Recent Accomplishments
- Designed and implemented high-level and detailed process and system designs for SAP HANA Enterprise Cloud product
launch focused on strategic customers that achieved quarterly revenues of $30M
- Partnered with IT Development to adopt and formalize Agile development for all new projects
- Managed vendor relationships with outsourcing partners for legacy applications (IBM) and new platform transformation
initiatives (GE/Ericsson)

Director of Quality and Process Optimization, Savvis, Inc./Centurylink, St. Louis, MO 2010-2015
Created and led a LEAN Six Sigma process improvement team focused on global, cross-functional process alignment.
Facilitated and program managed Quote-to-Cash Executive Steering Committee for global process improvement initiatives
Orchestrated multiple teams to develop process, tools, training and metrics to improve performance and customer
experience; led and staffed automation teams for Agile development, incl. Business Process Management/Orchestration
Recent Accomplishments
- Designed and implemented Pre-sales processes and controls via Salesforce tools and downstream provisioning systems
that reduced cycle time and re-work by 38% and 43%, respectively, resulting in $1.4M/month in revenue acceleration and
$200K/month in cost savings year over year.
- Designed and implemented ITIL-based Major Incident Management process that aligned regional processes into
a global follow-the-sun model for the Global Operations that improved Net Promoter Scores 33 points in 11 months

Corporate Global Change Manager, Savvis, Inc., St. Louis, MO 2007-2010

Developed and implemented global, ITIL-based change management process and governance; orchestrate ~300 IT
infrastructure and customer environment changes per month while reducing avoidable errors and improving customer
notification standards
Program managed Global Change Advisory Boards; vetted and managed proposed changes; reviewed technical methods of
procedure based on ITIL v.2/3 framework for systems, network and managed hosting infrastructure support teams.
(Kenneth Miller, page 2)
- Improved change process capability maturity level from managed to optimized in 28 months
- Developed automation scripts (SQL) to create global change dashboards and orchestrate IT infrastructure and third
party vendor changes
Reduced unplanned customer outages due to scheduled changes by 83% over two years; improved customer satisfaction
scores by 13 NPS points.

Senior Project Manager, Sr. IT Business Analyst, Savvis, Inc., St. Louis, MO 2004-2007
Business analysis and project management for back office operational support systems; focused on integration of acquired
companies to align methodologies, processes, controls and tools standardization.
Technical engineering lead for network management systems and automated customer support models.
- Implemented hybrid support model for global hosting operations processes, procedures and systems that standardized
newly acquired, disparate support models; drove scalability and synergies that resulted in $12M savings in people

Senior Lead Engineer / Network Management Strategy, Savvis, Inc., St. Louis, MO 2000-2004
Designed and implemented global, out of-band IT network management architecture for an IT start up; optimized
architecture and support model to achieve global scalability
- Developed automation scripts (Perl, SQL, C++, command line UNIX (sort/awk/grep/sed) to translate raw data log files into
actionable dashboard intelligence for Daily Performance Management
- Leveraged automation scripts to develop early-warning fault detection and remediation

Manager, Network Operations Center, BJC Health System., St. Louis, MO 1998-2000
Promoted to Senior Project Lead after six months as a Senior Data Communications analyst, charged with
designing/building/staffing a network operations center to support disparate IT networks of acquired hospital/healthcare
assets; including physician practices, Connect-Care, HMO and the merged Barnes/Jewish/Christian/Alton Memorial hospital
- Developed and implemented a system-wide change management process to alert medical group stakeholders in advance
of planned infrastructure changes to enable coordination across siloed IT support groups system-wide.

Manager, Customer Support Center, Maritz, Inc., St. Louis, MO 1995-1998

Led multiple IT support teams, including a 24/7/365 data center staff (all shifts), customer support analysts (tiered, desktop
support) and call center analyst team; responsible for $20M annual budget supporting VP of Computer Operations and CIO.
- Developed automation scripts to streamline budget and vendor relations management
- Designed and implemented cross-training program to develop new technology skills and concepts to improve employee
engagement and re-purpose legacy technology support resources.

Education, Certifications and Skills

B.S. Information Management, Washington University in St. Louis
(Concentration: Network and Telecommunications Engineering)
- LEAN Six Sigma - Financial Management Certificate, Olin Executive Series
- ITIL v.3 Certified - Critical Thinking Skills, Olin Executive Series
- ASQ Certified Quality Engineer (In progress) - Managing Diverse Stakeholder Groups, Olin


Health, Fitness and Nutrition Mentor Accomplished Jazz and Classical Pianist / Recording Artist
Non-profit volunteer Former US Olympic Hopeful
Green Energy Engineering Research Motivational Speaker, Coach and Mentor