Larry Lee, MBA

I play a critical role in managing the Network Operations Center (NOC) and the day to day stability of the Xcel Energy communications network. This includes managing the NOC team while developing and overseeing Network Quality Assurance Initiatives to achieve greater network reliability and improved customer service results. While I am responsible for various facets of network operations, I am also accountable for network availability results and performance. Additionally, I participate in various strategic initiatives that enhance the Xcel Energy communications network as well as a desire to build out Smart Technologies that support new services on Xcel Energy’s Electric and Gas grids. Additional duties include: - Responsible for operating the policies, processes, & procedures that ensure the successful operation of network delivery commitments of a state of the art 24/7 NOC. Ensure that the NOC is communicating the impact and status of ongoing issues to its business customers and internal organization in a timely and transparent manner. - Manages business relationships with key stakeholders including Transmission Control Centers, Distribution Operations, Gas Operations, Business Systems, & Call Center Operations. - Create and identify additional network measurements/metrics that will demonstrate our performance metrics are in alignment with Quality of Service goals and Service Level Agreements established by the department. - Provide timely and accurate reporting to key stakeholders and ensure adherence to corporate/ regulatory policy and standards as they relate to the communications network. - Attract, recruit, develop and retain a qualified and motivated team. Communicate corporate and business area visions, business plans and key objectives Xcel Energy management. Establish and communicate clear performance expectations to employees. Foster a culture that supports and drives employee engagement.

I managed all aspects of Network Operations Center (NOC) services and direct cross-functional team of engineers, technicians, and administrative staff. I held accountability for daily NOC operations and partnered extensively with related teams, including Help Desk, to lead cross-functional NOC initiatives, including:  Managing network architecture, engineering, installation, configuration, and infrastructure maintenance operations  Delivering high-caliber customer-facing services to ensure rapid root cause analysis and resolution  Cultivating outstanding customer relationships and consult on sales / business development  Performing review and approval of all closed trouble tickets  Providing ongoing NOC status reports and presentations to executive management team Highlights of my accomplishments include: — Established NOC operations and teams from the ground up, including development of workflows, policies, processes, and comprehensive suite of standard operating procedures (SOP)—improved network visibility and coverage from 25% to 100% — Pioneered best-practice network operations event, incident, and change management processes to ensure continuity and mitigate risks — Designed network elements, interfaces, and circuit pathways — Dramatically reduced rate of self-inflicted network outages, from 65% to less than 20%, through implementation of corporate-wide processes and SOPs, and subsequently facilitated 35% reduction-in-force (RIF) for NOC staff with no impact to service delivery metrics — Assumed responsibility as Lead Network Engineer for major / strategic accounts; consulted extensively on wireless / wired networks, disk array sizing / implementation, upgrades / migrations, and enterprise deployment best practices.

I managed the National Repair Center (NRC) and district repair team, including oversight of Carrier Team Leads / Technicians, in delivery of customer-facing issue resolution and repair for Tier 3 escalations, including:  Ensuring swift issue resolution and daily ticket closure for all repair issues, including transport services, call routing / quality issues; overseeing repair teams in Colorado, Michigan, and Texas  Personally handling escalations from NRC team leads / technicians  Serving as Network Operations Center (NOC) management team liaison and collaborating among diverse internal teams, including Field Operations and Service Delivery  Leading process documentation and certification, performance tracking, and results reporting  Producing mean time to repair (MTTR) statistical reports  Recruiting, hiring, and on-boarding NRC staff  Establishing formal staff training, coaching, mentoring, and performance management frameworks Highlights of my accomplishments include: — Slashed MTTR rate from 6 to 4 hours and cut cost of customer-issued credits for enterprise accounts by 25-30%, year-over-year (YoY).

I supervised network operations team of 8 in high-caliber, customer-facing service delivery. I oversaw troubleshooting, escalation, issue resolution / repair, fault isolation, loopback testing, IP configuration / assignment, and benchmark testing for all voice, data, and VoIP customers. Highlights of my accomplishments with include: — Slashed churn rate by 15% and propelled customer satisfaction rate by 15% — Facilitated 25% team growth in ’10 to deliver 50% increase in productivity — Managed team training, performance benchmarking, and policy / procedure development.

I swiftly resolved network outages for Time Warner Telecom Network, including carrier / enterprise customers. In the course of my day, I regularly tested, troubleshot, configured, and repaired broadband circuits and framing / line coding, partnering with Field Technicians to resolve alarms, trouble tickets, and network outages.

I managed software development life cycle (SDLC) and complex portfolio of concurrent web development / hosting engagements, holding accountability for budget of $1.5M and generation of $5M in annual revenue. My responsibilities included:  Consulting with clients to define requirements and validate statements of work (SOW)  Implementing project management best practices to ensure top quality deliverables  Managing project planning, development, resource allocation, scheduling, and status reporting in collaboration with Information Architecture, Design, and Development teams Highlights of my accomplishments include: — Propelled project delivery success rate for scope, schedule, and budget from 75% to 90% — Leveraged Agile-based SDLC methodologies to drive 30% productivity improvement; forged sitemaps, wireframes, and page compositions.

• Network engineer technician responsible for the testing, trouble-shooting, and acceptance of LEC-ordered networks for the West Coast Markets (primarily CA markets). • Primary contact for pre-install networks and translations including DS1 facility installation, building, and reconfigurations. • Ability to solely diagnose and repair customer reported troubles within a CLEC environment. This includes, but not limited to, UBL’s, DS1’s, DS3’s, switch translations on a Nortel DMS500 switch or Lucent 5E switch, and voicemail problems. • Extensive technical knowledge in the following products and services including private line, VOIP, Trunking, and LNP.

• Project managed the implementation of West Coast accounts that included the design, provisioning, installation, and testing of XO Integrated Access (IA), IP, and private line services. • Primary contact for pending clients for all technical, installation, and design issues for pending accounts • Project managed several departments for the overall implementation of accounts including Assign/Design Engineering, Vendor Relations, Work Force Management, and Field Operations • Primary contact for clients for all status, changes, upgrades, and billing • Coordinated and conducted staff meetings with Sr Management teams for escalations, top revenue accounts, and calibration sessions for the projection of monthly revenue forecast. • Extensive technical knowledge in the following products and services including private line, VOIP, trunking and LNP.

• Network Auditor for large-scale carriers (supercarriers, CLECS, ILECS, local services, etc) for Level 3 networks and customer networks. • Responsible for monitoring, regulating, and approving inventory, revenue, and loss/prevention for Level 3 network infrastructure and customer networks. • Managed the implementation of Carrier/Wholesale accounts that included the design, provisioning, installation, and testing of Level 3 Broadband, IP, and private line services. • Primary contact for clients for all technical, installation, and design issues for pending accounts. • Project managed several departments for the overall implementation of accounts including Assign/Design Engineering, Vendor Relations, Work Force Management, and Field Operations. • Project managed over 200 accounts per month, accounting for an average of over $250,000 of revenue per month. • Coordinated and conducted staff meetings with Sr Management teams for escalations, top revenue accounts, and calibration sessions for the projection of monthly revenue forecast. • Extensive technical knowledge in the following products and services including private line (DS1 – OC192), VOIP, collocation, and IP (BGP).

• Managed the implementation of Northern Colorado accounts that included the design, provisioning, installation, and testing of ICG Broadband, IP, and private line services. • Primary contact for pending clients for all technical, installation, and design issues for pending accounts • Project managed several departments for the overall implementation of accounts including Assign/Design Engineering, Vendor Relations, Work Force Management, and Field Operations • Primary contact for clients for all status, changes, upgrades, and billing • Coordinated and conducted staff meetings with Sr Management teams for escalations, top revenue accounts, and calibration sessions for the projection of monthly revenue forecast. • Extensive technical knowledge in the following products and services including private line (DS1 – OC192), VOIP, collocation, and IP (BGP) implementation.

• Managed a team of Small Business Consultant Supervisors for the cellular, long distance, and paging markets for GTE Communications, contracted by Teletech, Inc. in a call center/customer service center. • Responsible for the coaching, training, and motivating of supervisors to meet and exceed the company guidelines for revenue, quality assurance, and efficiency in a large-scale Call Center environment. • Responsible for over 250 Small Business Consultants and their supervisors. • Conducted weekly staff meetings to brief teams on Senior Management’s goals and objectives.