Mike Ross

Mike Ross, previous to launching IT Operations Strategy and Consulting, LLC , was a  Vice President at T-Mobile, Comcast, and AT&T  overseeing Engineering and/or IT Operations.  By the numbers, his scope included successfully operating (defined by cost, quality, delivery, nimbleness and customer satisfaction)  services, applications, and infrastructure that supported:

• 40 Million paying customers generating $18B annual revenue and the payment systems
• 35,000 – 90,000 employees and their Shared Services
• 2,200 retail stores and their POS + Store Technology
• 24 Contact / Call Centers offering 1M+ calls / day including all the Call Center Technology
• 6 Data Centers, 13,000 servers, 24 PB storage including construction, consolidation and transformation including Private Cloud
• 75,000 internal voice connections and Unified Communications

His various roles over the last twenty years included not only the top IT Operations position at T-Mobile, but also VP Advanced Services Planning and PMO, VP Capacity Management, VP OSS Development and Support, VP Enterprise Operations Systems and NOC Director.

Mike attended the Massachusetts Institute of Technology and completed Executive Leadership Management programs at University of Southern California’s Marshall School of Business and the University of California, Los Angele sAnderson School of Business.

Career  Accomplishments;

• Over 5 years, managed $1B in capital spend and operational costs
• Staff oversight from 200 – 600 FTEs + 100+ contractors + managed services
• Consolidated data centers. Oversaw construction, occupancy and operations of 225,000 sq. ft. data center, eco-friendly power (98% hydro, 2% wind), acquired and implemented disaster recovery in a 2^nd location, migrated and closed 3 data centers.
• Transformed 10,000+ server infrastructure to standardized and virtualized platforms and enabled private cloud self-service provisioning
• Achieved best in class contact center default routing metrics
• Implemented and supported BYOD and Mobility initiatives
• Implemented ITIL processes which led to applications availability improvements from 99.6% to 99.987%
• Built and operated first multi-service NOC in cable industry overseeing video, internet, voice and IT services over a national footprint

Other Career Highlights:

• In the cable industry, built and consolidated OSS provisioning, monitoring and trouble ticketing systems across Engineering and Customer Care user base supporting 150,000 video, internet and Voice trouble tickets / day
• Implemented full  IT disaster recovery capability, process from scratch for $18B company from Business Impact Analysis, planning, implementation thru failover testing
• Led  successful rightsourcing strategy leveraging managed services, off-shoring, in-sourcing, employees and contractors
• Oversaw and managed almost every IT function including and not limited to: Strategy and Planning, Development, Operations, Applications Management and Support, Security, Network, Program Management, Project Management, Asset Management, Software Licensing, Technology Business Management, NOCs, SOX/PCI/CPNI compliance, Service / Help Desk, Desk side break fix, Outsourcing, Managed Service Providers, Unified Communications & Messaging, Contact Center Technology, Retail Store technology
• Specific industry experiences in Telecom Service Provider (landline, wireless, cable), Software Provider, Healthcare, Retail