Cheryl McGraw is an operations manager with experience developing and implementing projects, analyzing data, and creating processes and metrics. She has expertise in areas such as project management, process documentation, data analysis, and coordinating events. McGraw has held leadership roles managing teams and projects at Time Warner Cable and Rubbermaid, with a focus on customer service, technical support, and network management.

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