This document is a resume for Steven A. Zizza, Sr., an IT management professional with over 20 years of experience managing technology operations, projects, programs, and audits in the telecommunications, cable, and pharmaceutical industries. He has a background in business management and electronic engineering and has held various manager and director roles overseeing billing operations, audits, and special projects for companies including Comcast, Amdocs, and Hotwire Communications. His expertise includes areas such as leadership, project coordination, customer service, program management, technology implementation, disaster recovery, and security audits.

1. STEVEN A. ZIZZA, Sr.
12 Taylor Avenue ∙Morton,PA 19070
610-328-2947 (Res.) ∙610-812-0189 (Cell)∙ sziz@aol.com
https://www.linkedin.com/pub/steve-zizza-sr/17/72/376
PROFESSIONAL SUMMARY
IT IS Management Professional: Program Management; Project Management-Coordinator; Operations
Management
Business oriented specialist offering proven success in the management of system and computer operations
environments, implementing/deploying new technologies, program management/project management-
coordination of technology activities, and supervision/organization of auditing initiatives and reporting
Unique combination of business financial operations, technology, leadership, management of system and
computer operations environments, handling diverse technology teams, direct and indirect reports, domestic,
international, and offshore team members. Experienced in leveraging IT IS technology for the advantage of the
enterprise with a strategic and hands-on approach. Proficiency in program/project management and coordination
of technology roadmaps, audit initiatives, vendor management, and logistics of technology equipment for data
center operations, managed services,and enterprise data security within the telecommunications, cable, and
pharmaceutical industries. Ability to multi-task, solve complex problems, with notable customer service skills.
AREAS OF EXPERTISE
 Leadership & Staff Development
 Project Coordination/Planning & Scheduling
 Customer Service/Client Relationship
 Program Management
 Technology Evaluation/Deployment/Implementation
 High Availability and Disaster Recovery
 Service Level Agreement/DepartmentalMetrics
 SOX, PCI-DSS,PII, Audits/Access Security
EDUCATION/TRAINING
 BS, Business Management, University of Phoenix - Graduated Summa Cum Laude
 AS, Electronic Engineering/Technician Option, PA Institute of Technology - Graduated Summa Cum Laude
 Completed Comcast/Wharton Executive Development Series Certificate Program
 Foundations Certificate in IT Service Management,Information Technology Infrastructure Library (ITIL)
SKILLS/QUALIFICATIONS
 UNIX, Excel, Word, Power Point, Project, Outlook, Visio, SharePoint, Remedy, Various Operating Systems, Clarity,
DEC-VMS Network Management Operating System, Network Analyzers and Network Monitoring Tools, Job Related
Technical Trainings, FTP/SFTP,Governance Minder
 Manage Technology Driven Help Desk, Account Management, Information Systems and Operations Environments;
Technology Audits, Records Management and Secured Destruction, Vendor Management
PROFESSIONAL EXPERIENCE
Insight Global
Comcast Corporate Cyber Security/Information Security Team, Philadelphia, PA 7/2016 – 11/2016
Program Manager (Contractor)
 Contractor - Program Manager with Comcast Corporate and their Cyber Security/Information Security Team
 Assist with Cyber Security Enterprise 7 Program initiatives and documentation; attend meetings; manage stakeholders
 Help manage Bay Dynamics Metrics reporting and dashboard creation (Risk Fabric)
 Schedule meetings and assist with Management Action Plans (MAPs)/Remediation efforts related to Comcast audits
 Coordinated identification and consolidation of network security Tool-sets in use at Comcast and NBCUniversal

2. Steven A. Zizza, Sr.
Hotwire Communications,LTD., Bala Cynwyd, PA 3/2015 – 5/2016
Manager – Billing and Collections – Manager ofSpecial Projects
 Managed staff of 13 Billing, Collections, and Configuration personnel and Managers
 Restructured billing department making strategic changes in order to provide enhanced support of Hotwires growth
 Recommended SOX and PCI audit initiatives – PCI Compliancy
 Spearheaded and coordinated project changing customer bill presentment, reducing calls to Customer Service
 Brought in new Collections Agency, increasing collection of funds by $66,00.00+ in the first six months
 Revised Bad Debt processes:2015 actual Bad Debt write off $1.161M vs 2014 actual Bad Debt write off $1.914M
 Documented and managed internal departmental incidents and brought to resolution
 Working knowledge of the CommSoft billing application; managed and coordinated the Commsoft relationship
AMDOCS Broadband, Cable, and Satellite, Incorporated, West Chester, PA 1/2010 – 3/2015
Manager Billing Operations/Manager ofSpecial Projects and Audit Initiatives– Managed Services for Comcast
 Management of multi-unit computer/billing operations for Comcast,onshore and offshore teams,24 X 7, 365 days
 Documented and managed internal departmental incidents and brought to resolution; responsible for escalations, as
needed; support of new releases and customer reported issues
 Strategic Planning and Project Coordination - Implemented new operational monitoring tools and SOP’s; leveraged
offshore resources in automation of operational tasks, increasing productivity, reducing staff needs and re-assignment
to other projects
 Management of billing system audits/secured system access; organization of stakeholders relating to SOX,PII, and PCI;
attended Comcast SOXGovernance Committee meetings; management action plans and remediation efforts; Information
Security Trustee for Amdocs
 Staff growth; performance review evaluations; weekly payroll and bonus assessments
Comcast Communications, Incorporated, West Chester, PA 6/1999 – 12/2009
Manager/Director Billing Operations/Management ofSpecial Projects and Audit Initiatives 2007 – 2009
SR Manager Billing Operations/ Management ofSpecial Projects and Audit Initiatives 2002 – 2006
Manager ofIS/Computer Operations and Management ofSpecial Projects 2001 – 2002
Hardware Analyst and Management ofSpecial Projects 1999 – 2001
 Management of multi-unit computer operations/billing team for multiple billing platforms, 24 X 7; Amdocs billing
and familiar with ICOMS and CSG billing
 Developed and strengthened cross working relationships with other IT IS units, customers, and partners
 Responsible for budget creation; managed a budget of $1M +
 Initiated and created departmental SOP’s and Metrics for operational processes and customer interfacing support;
ticket management to ensure resolution within SLA
 Project managed and implemented a Tier II customer support/technology triage troubleshooting team, training them to
handle complex customer issues; cross functional support of other departmental teams and products
 Documented and managed internal departmental incidents and brought to resolution; assisted other departments and
managers with issue resolution; responsible for escalations, as needed; support of new releases and customer reported
issues
 Managed and coordinated stakeholders/departments of technology audits 10+ years relating to SOX,PCI,PII, CPNI;
member Comcast SOXGovernance Committee; management action plans and remediation efforts; worked with Comcast
InternalAudit, Pricewaterhouse and Deloitte teams; Amdocs and CSGbilling
 Multiple project management responsibilities, such as Disaster Recover Planning, High Availability, new software
solution for billing system access (SOXCompliance),and enhancement of the EFT (Electronic Fund Transfer) process
 Implemented operationalautomated solutions with highest emphasis on quality and efficiency; 15% reduction in manual
processes,increasing staffproductivity
 Created staff career progression; interviewing and hiring; terminations; performance evaluations; weekly payroll