Kathleen Cassady resume, Palatine, IL, 60067, KathleenCassady@gmail.com

1. KATHLEEN M. CASSADY
Palatine, IL 60067
847-452-7513
KathleenCassady@gmail.com
www.linkedin.com/in/kathleencassady
Business Process Improvement Leader who leverages engineering expertise, strong
communication skills, and business acumen to build effective teams, cultivate relationships, and
ensure tactical alignment to meet strategic goals. Demonstrated success achieving operational
outcomes including expense reductions, increased efficiency, and strengthened Customer
Satisfaction through Continuous Improvement initiatives.
SKILLS
- Collaborative Responsible Leader - Strong analytical & problem-solving skills
- Stakeholder & Relationship Management - Management Skills
- Change Management - Communications at all levels
- Project Management Leadership - Telecom voice, data & optical networks
- STEM Activist - Strategy and tactical ability
PROFESSIONAL EXPERIENCE
POSDAL CONSULTING, Palatine, IL 2015 – Present
Present workshops for Business and Career Services. Program Manage Space Station
experiment with Boy Scout Troop. Coach students for ACT test. Consult Lean Six Sigma, ITIL.
CIENA CORPORATION, Palatine, IL 2010 – 2014
$2B communications networking equipment provider with over 5100 employees worldwide.
Acquired Nortel Optical division in 2010. Management skills dealing with team and Customers.
Regional Service Director
Program Management Leader responsible for satisfaction of AT&T Transport supporting 40,000
nodes, Network Management Systems, Managed Services, Implementations, and Upgrades.
• Transition Team change agent influenced best practice adoption; prioritized tool /
process migration; fostered positive team environment.
• Created strategy with Customer to replace material at end of lifecycle within 2 years.
• Managed Program Management team through record breaking $150M revenue growth
without additional headcount while maintaining high Customer Satisfaction standards.
• Led large-scale strategic project to completion within 6 weeks compared to normal
turnaround of 15 weeks. Engaged cross-functional teams; developed and implemented
cost effective strategy to eliminate supply bottleneck and maximize limited resources.
• Reduced Material On Loan by 90% using the DMAIC process within a year, and
implemented new procedures with internal partnerships that remain in compliance.
• Minimized timeline and resource allocation by pioneering creation of Business Center.
• Decreased standing alarms 47% and improved resolution time through championing
creation of OMEA Network Management Quick Reference Guide with stakeholders.

2. Page 2, KATHLEEN CASSADY KathleenCassady@gmail.com
• Negotiated mutually beneficial terms for installation services to enable current and future
growth of Managed Services. Communicated and gained agreement from stakeholders.
NORTEL, Palatine, IL 1985 – 2010
Fortune 500 telecommunication equipment provider of Carrier TDM & VoIP Wireline Wireless,
Optical, Network Management, Call Center gear and services to Service Providers.
Director of Customer Operations (2008 – 2010)
Ensured Wireline, Optical, and Data Networks performed within TL9000 standards and projects
successfully. Networks included over 800 TDM & VoIP switches and 40,000 Optical nodes.
• Decreased time-to-market and captured $14.6M new revenue through smooth
introduction of OME6500 included process development, quality assurance, and training.
• Forecasted workforce needed for various departments to better plan for growth and
sporadic spikes of Project Management work. Improved vendors' material delivery.
• Galvanized team and communicated with Customer executives which converted chaos
to resolution in the aftermath of hurricane.
Senior Manager Customer Service (1999 – 2008)
Relationship Building with AT&T and ILECs in Midwest region. Responsible for Customer
Satisfaction for Voice, Optical, and Data equipment.
• Introduced and grew Nortel DWDM network to 1800 nodes in 6 years in previously 100%
competitor’s footprint. Forged partnerships and created innovative training method.
• Managed over 800 TDM and unified communication application software upgrades in
less than a year through collaboration with stakeholders and holding teams accountable.
• Developed team to support data products and trials (Passports, CVX1800, Shasta
SSG5000, Cable Modems, call center systems, and Internet Call Waiting).
• Cut costs by $400K annually by negotiating and executing plan to transition patching.
• Achieved ISO 9001 Certification mandated by our Customer through documenting
process, coaching team, and participating in successful audits.
ADDITIONAL RELATED EXPERIENCE
Career roles include Field Support Engineer advancing through Engineering ranks to Manager
of Technical Service Center supporting DMS100/200s across US. Subsequently, took on
management of technical team of Design, Architecture, and Support for Residential Services
and Call Processing code for Global markets. Developed and implemented ISO 9001 processes.
• Reduced trouble tickets by 76% and resolution time from 206 days to 9 days.
• Initiated networking labs to achieve full CCS7 (SS7) connectivity.
• Centralized Field Service Engineering after 6 month trial successful. Determined quickest
resolution to cases; led Global Product Support Process Team.
EDUCATION
BS Electrical Engineering, Bradley University; Northwestern University, Coursework in
Executive Programs, Kellogg Graduate School of Management
CERTIFICATIONS & PROFESSIONAL DEVELOPMENT: ITIL 2011 Foundation; Agile Certified
ScrumMaster (CSM); Lean Six Sigma Green Belt; SharePoint; MS Office