DAWN ROGERS CLINE 214 Harmony Lake Drive Canton, GA 30115 dawnrcline@gmail.

com (404) 395-7774 Proven Telecommunications and Information Technology Executive with twenty years of diversified experience in the technology, government, business services and real-estate sectors. Focused skills include consulting; client account managemen t, IT operations management and program/project management. An established leade r capable of aligning business and IT, influencing, team building and effectivel y delivering solutions resulting in customer satisfaction, operational efficienc ies and competitive advantage. KEY QUALIFICATIONS Program/Project Planning and Management Customer Relations Management IT Strategy Strategic Partnership Project Implementation IT Governance, IV&V Vendor Management Contract Negotiation Organizational Change Management Staf f Training & Development Business Process Re-engineering CAREER HIGHLIGHTS ATLANTA HOUSING AUTHORITY (AHA) Atlanta, Georgia 2008 to 2011 AHA is a diversified real estate company with a public mission and purpose that develops and operates affordable housing for low-income families. AHA is the la rgest housing agency in Georgia and one of the largest in the nation, serving ap proximately 50,000 people. Vice President of IT Business Systems Operations (ERP Program Director) Reporting to the Chief Operations Officer, directed the IT systems service deliv ery and operations including business analysis, project management and governanc e, application development, testing, training, service delivery and organization al change management. Responsibilities include developing technology budgets; pr oject plans and business requirement documents; recruiting, hiring, and managing highly skilled individuals and teams, including analysts, developers and projec t managers. Provided direction and oversight to a cross-functional team that implemented a customized Oracle Application, which supports the Housing Choice Voucher Program , including the project management, business process analysis and system develop ment lifecycle. Lead a comprehensive assessment and analysis of AHA business processes and IT s ystems to determine infrastructure requirements necessary to support the new AHA business model. Identified a fully integrated enterprise-wide solution to drive increased busin ess productivity and ensure continuity of support for the enterprise(tm)s day-to -day operations. As part of this strategy, completed a data migration project of historical resident and other data to a new database, assessed and re-engineere d business processes, and identified components of an integrated Enterprise Reso urce Planning solution (ERP solution), then procured the selected vendors. Introduced organizational change management concepts, conducted stakeholder ana lysis, impact assessments, devised and implemented change management plans to ensure employee buy in and acceptance of the proposed changes. Published communication material for change programs using a variety of mediums, including written, verbal, and online. GEORGIA TECHNOLOGY AUTHORITY (GTA) Atlanta, Georgia 2004 to 2008 The Georgia Technology Authority (GTA) manages the delivery of IT infrastructure services to 85 Executive Branch agencies and managed network services to 1,400 state and local government entities. Director, Regional Operations Responsible for an organization comprised of five regional offices serving the N orth Georgia area. With an operating budget of $32.9M, successfully lead consul ting, operational and customer service teams in the planning, provisioning, impl ementation, and support of information technology products and services includin

g voice and data networking, cable & wiring, PBX procurement and installation. Developed and improved processes, Key Performance Indicators (KPI) and metrics which reinforced accountability and lead regional teams to complete 511 projects and 11,626 sales orders which equate to $50.4M in annual revenue, an increase o f 2% over previous year. Project Director for successful statewide network conversion for all Georgia St ate agencies upgrading the state network from an antiquated private line hub and spoke topology to a fully meshed MPLS network. Successfully restructured the organization which streamlined customer service a nd implementation processes. Undertook impact assessments to determine the natur e and extent of change to staff groups and developed transition strategies and p lans for change programs based on staff impacts. The reorganization translated i nto $1.6M in annual savings to the agency. Delivered significantly improved team proficiency and product knowledge through the deployment of formal training. AT&T Signature Services Atlanta, Georgia 2000 to 2004 AT&T provides telecommunication services to consumers, businesses, and other ser vice providers worldwide. Business Manager (Client Account Management) Customer facing, consulting role responsible for a portfolio of clients consisti ng of global and national fortune 500 companies. Successful with building C-Leve l relationships in an effort to execute their global strategic plans with a team of sales, service, and solution engineers to ensure account growth and optimum customer satisfaction. Managed the revenue retention and growth, customer satisfaction, account team p erformance, and annual revenue stream of $33M. Recognized for 100% client retent ion through contract renewal and RFP proposal wins. Directed a team of pre-sale technical resources, sales executives, and post-sal e project management and lifecycle resources to drive revenue growth, ensure ser vice delivery and maintain customer loyalty. Developed and maintained a strategic account plan with a focus on understanding the customer and expanding AT&T(tm)s reach deep and wide throughout the custome r(tm)s business enterprise, this resulted in business acquisitions of $5M in new annual revenues. Lead Coca-Cola Enterprises MPLS network solution project supporting several hun dred sites across the United States through a successful conversion from frame r elay network. MCI Telecommunications (Now Verizon) 1991 to 2000 MCI provided telecommunication services to consumers, businesses, and other serv ice providers worldwide. Project Manager- Atlanta, Georgia Client Account Manager- Atlanta Georgia Strategic Service Manager- Charlotte, North Carolina Strategic Service Manager- San Francisco, California Customer Service Consultant- Myrtle Beach, South Carolina Highly successful managing national and global account business customers; Accou ntable for strategic planning, revenue assurance, contract renewals, new product marketing, sales, project management, quality assurance, service provisioning a nd implementation, and overall client satisfaction. Planned and managed a project for an international petroleum company as they ou tsourced their IT organization to MCI. Managed global client base totaling $15 million in annual revenues. Services pr ovided included voice and data networks (Private Line, Frame Relay and MPLS) and professional services. Maintained 100% record of customer retention and renewal during this tenure. Recognized for excellence in customer service at four national events and had a customer service article published in the company newsletter.

TINDOL/GETZ (Acquired by Terminix) Atlanta, Georgia 1989 to 1991 Tindol/Getz offered pest control services for termites and a wide range of insec ts and rodents to residential and business markets Account Executive Responsible for direct residential sale of pest control services and customer ca re for residential and business pest control needs. EDUCATION M.B.A., Technology Management University of Phoenix (Campus) Dunwoody, Georgia BA, Business Administration North Georgia College and State University Dahlonega, Georgia PROFESSIONAL TRAINING AND CERTIFICATIONS ITIL, IT Service Management- Certified CSME Atlanta, Georgia Total Vendor Management ICN Atlanta, Georgia 4 Disciplines of Execution Covey Institute Atlanta, Georgia Prosci(tm)s ADKAR Model of Change Management CMLC Atlanta, Georgia