Debra Lewis Kugler Resume March 2009

1. Debra Lewis Kugler
21204 Cedar Court ● Lawrenceville, NJ 08648 ● (516) 521-6715 ● debbiekugler@hotmail.com
PROFILE
Experienced program manager with solid history of creating innovative solutions that quickly resolve challenging business
issues in environments with resource restrictions and limited funding. Effective communicator who uses interpersonal,
presentation, written and oral communication skills to provide clear and consistent information to team members and project
stakeholders ensuring successful implementations. Proven expertise in developing, deploying and supporting applications,
process changes, and product launches for groups including sales, order management, provisioning, network management,
installation, billing, and customer support. Collaborative yet decisive team leader, skilled in developing teams and gaining buy-
in across multiple vertical silos and rallying them to corporate goals.
AREAS OF EXPERTISE
  
Project Management Staff Development Creative Problem Solving
  
Product Deployments COTS Deployment & Support Functional & Technical
  Requirements
Training Documentation & Vendor Management
 Risk Assessment

Delivery Custom Software Definition,
 
Process Improvement Development & Deployment Mitigation Planning
  
Policy Definition Operational Streamlining Contractor Management
PROFESSIONAL EXPERIENCE
Comcast, East Windsor, NJ
Regional Program Manager, Business Services 2007 – 2009
Managed Business Services projects for a $39M division encompassing product launches, system upgrades and
enhancements, process and policy development for sales, marketing, fulfillment, installation, and billing. Motivated existing
residentially focused staff in the areas of technical operations, construction, network operations, engineering and customer
service teams to support Business Services goals. Coordinated activities with Division and National teams to ensure consistent
delivery at the local market level for NJ’s fastest growing division.
 Directed launch of Business Class Voice in the NJ market accelerating customer growth from zero to 5K with a 55% sell-in
rate in 18 months by training and motivating sales staff, enhancing existing systems and processes, and engaging front-line
personnel and management in impacted areas including, order entry, engineering, construction, service, and installation.
 Supported rapid growth doubling customers from 14.5K to 29K and market share from 5.6% to 11.3% within two years for
Internet, Video and Voice product lines by creating and delivering sales training, providing feedback to national teams to
shape product offer, and coordinating activities with marketing, IS and technical operations including tariff updates, billing
system changes and overall operational readiness.
 Increased target customer base by over 100K potential subscribers through the development of a Small Office / Home
Office sales policy providing access to a previously untapped market segment, accurate identification of existing business
customers through billing data clean-up, and proactive site surveys within footprint to identify businesses currently not
loaded into the system.
 Developed innovative local solutions to meet urgent business needs that grew to be national standards in the areas of
product deployment, software enhancements, process documentation, policy development and sales training material.
 Eliminated operational bottlenecks through the creation of customized software tools and processes hat improved sales to
installation timeframes.
 Proactively identified and filled skill and knowledge gaps through the creation and delivery of training material, process and
policy documentation and job role adoption within the organization to improve overall business unit performance.
 Transformed executive business goals into project deliverables, created the tactical plans, identified and gained
stakeholder buy- in to meet those objectives within realistic timeframes.

2. Debra Lewis Kugler
21204 Cedar Court ● Lawrenceville, NJ 08648 ● (516) 521-6715 ● debbiekugler@hotmail.com
Cablevision, Optimum Lightpath, Jericho, NY
Project Manager 2001 to 2007
Coordinated COTS and custom software development, deployment and on-going support activities for a division with 900
employees and $300M in annual sales with Corporate IS and outside vendors for multiple groups including sales, fulfillment,
engineering, technical operations, billing and customer care. Supported systems including Business Objects, Salesforce.com,
InfoVista, MetaSolv, Remedy, NETeXPERT and Element Management platforms such as Aspen, View1, Service on Demand
and CiscoWorks. Served as primary contact with multiple vendors for maintenance and issue resolution. Maximized
efficiencies gained through development by aligning business processes with software functionality.
 Selected as overall program manager for Cablevision’s comprehensive Remedy upgrade from version 4.5.2 to 6.3 that
included simultaneous server, operating system and Oracle upgrades that impacted over 3,000 users across multiple
business units and entire customer base. The upgrade, which resolved all outstanding issues with multiple vendors for
non-compliance, was completed in an aggressive 90 day schedule, within an 8 hour outage window and under budget.
 Managed comprehensive upgrade of NETeXPERT from version 1.2 to 6.0.3 that was required for the continued monitoring
of an increasingly complex and diverse network. Upgrade included end user support and infrastructure changes to the
operating system, Oracle and server that was completed within 2 hour outage window to keep network monitoring in place.
 Successfully deployed MetaSolv after two failed attempts by other project teams, which included the management of more
than 40 contractors to migrate equipment, network and customer information from multiple and disconnected data
resources. Worked closely with business resources and infrastructure owners to ensure the application met with approved
architectural standards and defined business needs and priorities.
 Increased end user adoption of COTS including MetaSolv, Remedy, NETeXPERT and custom software through the
creation and delivery of customized end-user training programs.
 Designed and developed custom web application for the assisted generation of Remedy trouble tickets from MetaSolv
source data that improved ticket accuracy and reduced customer issue resolution timeframes.
 Led cross functional teams tasked with developing business wide improvements to operational capabilities including
product management, engineering, IS, Sales, operations, and training which improved overall efficiency.
Idea Integration, Herndon, VA
Senior Consultant 2000 to 2001
Worked with multiple clients within the Telecommunications industry with a focus on MetaSolv implementations.
 Filled strategic skill need and led team effort that defined and established network location and equipment specifications.
 Developed internal training program for MetaSolv that increased skill set and knowledge within firm.
 Directed functional requirements and assessment effort for the selection of order management, provisioning and statistical
reporting platforms.
Andersen Consulting, Reston, VA
Systems Analyst 1999 to 2000
Recruited to work on a variety of project teams within the Telecommunications industry.
 Defined user requirements to conduct Logical Provisioning functions for Frame Relay, ATM and IP networks.
 Developed ATM, Frame Relay, DWDM, Transport, Distribution, Ethernet and VoIP technology support requirements.
 Created MetaSolv equipment specifications.
EDUCATION AND PROFESSIONAL DEVELOPMENT
University of Richmond, 1999, Richmond, VA
BS, summa cum laude, Business Administration Major, Finance Minor
BA, summa cum laude, Political Science Major, Communications Minor
Dale Carnegie Management Training, 2008
Women in Cable & Telecommunications (WICT)