1. K e w e l l s 5 @ g m a il .c o m ▪ Mo b i l e : 7 2 0 - 5 3 0 - 5 1 5 2
Kyle Wells
Agile Senior Operations Director adept at building strong organizational relationships,
navigating complex processes, and developing people. Recognized for bridging the gap
between the business and IT, driving efficiencies by ensuring the right application/process
implementation, and integrating automation to decrease manual efforts.
Accomplishments
 Lead $41M effort to replace legacy scheduling/routing tool and implement Click Software
Scheduling/Routing tool; achieved three (3) year ROI in 18 Months
 Lead workforce management replacement solution (Siebel Field Services) team, including:
requirements, UAT, deployment, change management and implementation of work force
management software across the country supporting a user base of over 20,000
 Lead mobility device selection/deployment for 16,000 technicians through four (4) different
device revisions; reduced calls into call center and increased technician productivity
 Lead electronic signature capture deployment and implementation; reduced paper
storage/archive needs, and improved customer experience and technician productivity
ProfessionalExperience
AT&T
Englewood, CO ▪ June 2000 – Present
Senior Director, Dispatch Optimization Center
April 2016 – Present
 Integral part of the Dispatch Platform Selection team, working with numerous vendors through
a RFP process.
 Leading requirements gathering workshops, generating epic/user stories for all field aspects of
ATT, including the integration of legacy DIRECTV, Business Services, Internet and
Entertainment, Specials, Central Office, Etc.
Senior Director, Field Systems and Mobility
August 2012 – April 2016
Direct team of 60+ individuals and annual budget of $10M; primary liaison between Field Services
Departments and Enterprise IT.
 Oversee training and support for 20,000 users on Siebel Field Services Solution and Click
Software Scheduling and Routing Solution
 Mobility device management, telephony expense management and mobility lifecycle
management for 20,000 lines supporting field and knowledge workers
 Reduced line count by 5,000 resulting in $3M dollars in annual savings via Enterprise Mobility
Management (EMM) tools
 Drove User Experience/User Interface overhaul of wireless technician facing application, which
resulted in improved user adoption and productivity of work force
 Execute configuration changes and business requirements definition of Sales Force technician
facing work order mobile application. Support includes: requirements definition, master data
maintenance, UAT, incident resolution, business process and training support
 Manage nimble agile IT team consisting of 12 individuals; BA, SQA, and DEV providing high
impact quick time to market solutions to field specific problems
 IT team utilized a modified Agile SDLC for intake and delivery
 Guides Special Accounts/Damage Claims team of 12 individuals, handling all field escalations,
such as Office of the President, VIP Installs, technician incurred damage, and special event
installations

2. Director, Field Operations System Support (FOSS) – DIRECTV, Inc.
November 2004 – August 2012
Directed team as the primary liaison between DIRECTV Field Service and Enterprise IT, managing
32 individuals.
 Lead support team on Siebel CRM Field Services Solution, Windows Mobile Siebel Wireless
Software application. Support includes: Master data maintenance, UAT, Requirements, Service
Desk tickets, training support, and user provisioning
 Provides proactive work order support to ensure optimal technician work order availability
 Oversaw Field Analytics team of 10 individuals interfacing with Business Intelligence and the
Field Services users for operational reporting and analytical needs
 Field Metric reporting via Oracle Business Intelligence
 Data Modeling via SAS, including tech forecasting, capacity planning
 Lead collaboration across multiple business and IT teams to share information and coordinate
on project feedback/new ideas at the weekly cross functional meetings
 Architected conversion from CSG green screen workforce management application to Siebel
Field Services, increasing productivity and driving new technology into the workforce; result of
this project helped to refine user adoption and change management techniques
Project Specialist, Special Accounts – DIRECTV, Inc.
May 2001 – November 2004
 Managed special accounts installations, commercial/multiple dwelling unit installations, VIP
accounts, philanthropy programs, trade shows and complimentary employee accounts.
Special Accounts Technician – DIRECTV, Inc.
June 2000– May 2001
 Performed high profile installations, for local media, sports figures, DIRECTV Executives and
other DIRECTV Employees
GE Packaged Power
Gas Turbine Technician
Houston, TX ▪ July 1999 – June 2000
Primestar, INC
Technical Support Technician
Englewood, CO ▪ June 1997 – July 1999
US Navy
Gas Turbine Systems Technician (Mechanical) Petty Officer Second Class E-5
Pearl Harbor, HI ▪ June 1993 – May 1997
Education
Pursuing Bachelors of Science – Business Technology Management
Regis University, Denver, CO
Anticipated Completion Q2 2017