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CHERYL L. MCGRAW

                                     www.linkedin.com/in/clmcgraw


                                               SUMMARY

Insightful operations manager and proven leader. Innovative and effective in planning and implementing
projects to launch products and services and in strengthening customer relationships. Skilled in expediting
and in creating procedures to attain future goals.
Areas of expertise include
• Developing and Implementing Projects                    •   Documenting and Revising Processes
• Analyzing and Evaluating Data                           •   Handling Confidential Information
• Creating and Analyzing Metrics                          •   Coordinating and Monitoring Events

                                TECHNICAL AND SPECIALIZED SKILLS

Proficient with
• Microsoft Office Suite       •   ICOMS                  •   SMSI                 •   Witness
• FTP                          •   Telnet                 •   Salesforce           •   Modem Diagnostics
• Whole House                  •   Security / Abuse       •   CloseTabs            •   Remedy
    Diagnostics                    Logger

                                     PROFESSIONAL EXPERIENCE

TIME WARNER CABLE NEO, Akron, OH                                                              1999 – 2010
Commercial Installation Manager                                                       2010
Managed 13 coordinators and clerks. Created process flows to guarantee consistent high quality
installations. Measured team and individual performances through metrics and target goals. Provide
contractors with training, updates and feedback. Maintain inventory of equipment.
• Revitalized installation team bringing them in 3 weeks from underperforming by 40% to exceeding
    established goals for cable TV and high speed data installations. Method included daily review of goals
    and previous day's numbers with the team and working with other managers to remove obstacles to
    completing the work.
• Created processes for cable TV and high speed data installation work flows establishing repeatable,
    consistent success on installations.


Commercial Technical Manager                                                    2005 – 2010
Managed 10 specialists and engineers. Created and analyzed reports and made predictions and
recommendations based on analysis. Developed and organized procedures for administrative and support
activities. Scheduled and coordinated network and plant maintenance. Expedited resolution of high priority
technical issues. Designed training for support team.
• Planned, scheduled and implemented project to identify and upgrade the services and equipment of
    7000 legacy Adelphia business customers to meet Time Warner Cable plant standards. Phase 1 was
    the identification of the customers and communication with them regarding the upgrade. Phase 2 was
    the upgrade of equipment and services. Completed in 1 year.
• Active participant on divisional Core Flow Project for 2 years. Documented entire core business work
    and process flows. Made recommendations for and implemented accepted changes ensuring consistent
    standards and processes across the division.
• Co-chaired committee that revised process for pay-per-view credit requests saving the company 11
    million dollars in 6 months.
• Built new technical support team in 6 months with future requirements for field work in mind. Identified
    those future needs, created training program, interviewed and recruited personnel.
CHERYL L. MCGRAW                                                                                 PAGE TWO

TIME WARNER CABLE NEO (continued)

•   Led team to analyze divisional help desk functions. Assigned tasks and in 6 weeks collated
    documentation on processes and methodologies for transition of services to region.
•   Trained support team and launched new product, Business Class Ethernet, in 30 days by setting
    schedules with the corporate launch team, agreeing on commitments and responsibilities and checking
    status at least twice daily.
Senior Technical Support Specialist                                            2001 – 2005
Organized, guided and assisted others on the Business Class Support team. Provisioned high speed data
equipment and additional services for installation.
• Led specialized team handling business customers with high speed data service developing a new
   relationship between Time Warner and support for area businesses.
• Configured, tested and installed the first customer premise router launching the first true Business Class
   service.
• Created and implemented installation and service processes for first bulk high speed data account with a
   local university adding significantly to revenue.
Technical Support Specialist                                            1999 – 2001
Resolved customers' technical problems with high speed data service. Ran diagnostics and tests and
analyzed a variety of network data.
• Recommended modifications to gaps in response to trouble tickets. Accepted modifications reduced
   delay in response time by 30%.
• Trained new hires as customer support was brought in-house enabling the team to handle more
   customer issues more quickly.

RUBBERMAID, INC., Wooster, OH                                                                  1998 – 1999
Network Analyst
Design, implement and manage LAN / WAN networks. Manage wiring requests for new data circuits and
modification and removal of existing circuits.
• Diagrammed, documented and labeled all equipment and circuits terminating on the platform creating a
   baseline reference.
• Wrote procedures for reporting data problems to vendors enabling full coverage for expediting any
   problem.
• Removed unused cables from the platform making identification and repair of active circuits easier.

                                               EDUCATION

                      BA, Mass-Media Communication, The University of Akron, OH

                                 SEMINARS / CONTINUING EDUCATION

                                      Essentials of Management
                                      Next Steps in Leadership
           The Orange Revolution: How One Great Team Can Transform an Entire Organization
                    Red-Flag Awareness: Securing Customer Information (In-house)

                            AFFILIATIONS / ASSOCIATIONS / MEMBERSHIP

                                   American Management Association
                                 American Business Women’s Association

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Cheryl McGraw Resume

  • 1. CHERYL L. MCGRAW www.linkedin.com/in/clmcgraw SUMMARY Insightful operations manager and proven leader. Innovative and effective in planning and implementing projects to launch products and services and in strengthening customer relationships. Skilled in expediting and in creating procedures to attain future goals. Areas of expertise include • Developing and Implementing Projects • Documenting and Revising Processes • Analyzing and Evaluating Data • Handling Confidential Information • Creating and Analyzing Metrics • Coordinating and Monitoring Events TECHNICAL AND SPECIALIZED SKILLS Proficient with • Microsoft Office Suite • ICOMS • SMSI • Witness • FTP • Telnet • Salesforce • Modem Diagnostics • Whole House • Security / Abuse • CloseTabs • Remedy Diagnostics Logger PROFESSIONAL EXPERIENCE TIME WARNER CABLE NEO, Akron, OH 1999 – 2010 Commercial Installation Manager 2010 Managed 13 coordinators and clerks. Created process flows to guarantee consistent high quality installations. Measured team and individual performances through metrics and target goals. Provide contractors with training, updates and feedback. Maintain inventory of equipment. • Revitalized installation team bringing them in 3 weeks from underperforming by 40% to exceeding established goals for cable TV and high speed data installations. Method included daily review of goals and previous day's numbers with the team and working with other managers to remove obstacles to completing the work. • Created processes for cable TV and high speed data installation work flows establishing repeatable, consistent success on installations. Commercial Technical Manager 2005 – 2010 Managed 10 specialists and engineers. Created and analyzed reports and made predictions and recommendations based on analysis. Developed and organized procedures for administrative and support activities. Scheduled and coordinated network and plant maintenance. Expedited resolution of high priority technical issues. Designed training for support team. • Planned, scheduled and implemented project to identify and upgrade the services and equipment of 7000 legacy Adelphia business customers to meet Time Warner Cable plant standards. Phase 1 was the identification of the customers and communication with them regarding the upgrade. Phase 2 was the upgrade of equipment and services. Completed in 1 year. • Active participant on divisional Core Flow Project for 2 years. Documented entire core business work and process flows. Made recommendations for and implemented accepted changes ensuring consistent standards and processes across the division. • Co-chaired committee that revised process for pay-per-view credit requests saving the company 11 million dollars in 6 months. • Built new technical support team in 6 months with future requirements for field work in mind. Identified those future needs, created training program, interviewed and recruited personnel.
  • 2. CHERYL L. MCGRAW PAGE TWO TIME WARNER CABLE NEO (continued) • Led team to analyze divisional help desk functions. Assigned tasks and in 6 weeks collated documentation on processes and methodologies for transition of services to region. • Trained support team and launched new product, Business Class Ethernet, in 30 days by setting schedules with the corporate launch team, agreeing on commitments and responsibilities and checking status at least twice daily. Senior Technical Support Specialist 2001 – 2005 Organized, guided and assisted others on the Business Class Support team. Provisioned high speed data equipment and additional services for installation. • Led specialized team handling business customers with high speed data service developing a new relationship between Time Warner and support for area businesses. • Configured, tested and installed the first customer premise router launching the first true Business Class service. • Created and implemented installation and service processes for first bulk high speed data account with a local university adding significantly to revenue. Technical Support Specialist 1999 – 2001 Resolved customers' technical problems with high speed data service. Ran diagnostics and tests and analyzed a variety of network data. • Recommended modifications to gaps in response to trouble tickets. Accepted modifications reduced delay in response time by 30%. • Trained new hires as customer support was brought in-house enabling the team to handle more customer issues more quickly. RUBBERMAID, INC., Wooster, OH 1998 – 1999 Network Analyst Design, implement and manage LAN / WAN networks. Manage wiring requests for new data circuits and modification and removal of existing circuits. • Diagrammed, documented and labeled all equipment and circuits terminating on the platform creating a baseline reference. • Wrote procedures for reporting data problems to vendors enabling full coverage for expediting any problem. • Removed unused cables from the platform making identification and repair of active circuits easier. EDUCATION BA, Mass-Media Communication, The University of Akron, OH SEMINARS / CONTINUING EDUCATION Essentials of Management Next Steps in Leadership The Orange Revolution: How One Great Team Can Transform an Entire Organization Red-Flag Awareness: Securing Customer Information (In-house) AFFILIATIONS / ASSOCIATIONS / MEMBERSHIP American Management Association American Business Women’s Association