Cheryl Estepp
Limestone
Summary
Deployment professional with background in ensuring seamless software releases and deployments. Known for optimizing deployment procedures and effectively managing complex projects. Valued for collaborative approach and adaptability in dynamic environments, leveraging technical acumen and problem-solving skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Deployment Analyst
Johnson Controls Inc
11.2023 - Current
- Responsible for deployment and release management, including driving successful organizational changes and system deployments
- Responsibilities include fostering stakeholder engagement, advocating for skill development, managing risks, and ensuring operational readiness
- Engage managers and supervisors to relay key information to stakeholders, fostering excitement and momentum for organizational changes
- Influence organizational learning and skill development, acting as a visible advocate for change
- Partner with leadership to drive deployment success, manage risks, and ensure operational capability within set timelines
- Conduct pre-deployment site surveys to identify requirements, achieving 100% operational readiness for system deployments
- Support change management activities by designing and executing communication, training, and engagement strategies
- Collaborate with project teams to assess change impact, manage risks, and implement change mitigation strategies to maximize employee adoption
- Facilitate workshops and develop materials to create awareness, ensure readiness, and address resistance to change
- Partner with cross-functional teams to manage release processes, including training, communication, and deployment activities
- Support testing, defect remediation, and post-go-live hypercare processes to ensure usability and compliance
- Capture deployment insights to build a replicable playbook for future initiatives
Customer Service Representative / Contract Management
Johnson Controls Inc
03.2019 - 11.2023
- Managed day-to-day performance of $11.5M in planned service agreements / contracts to ensure profitability and customer satisfaction, including monitoring financials and service visits, pricing, securing and booking renewals, providing financial reports, leading performance review meetings with upper management, and up-selling services based on customer need
- Analyzed financial performance of over 450 planned service agreements / contracts to ensure profitability
- Maintained transparency with detailed reports and professional presentations to stakeholders
- Developed plan to maximize profitability on planned service agreements / contracts
- Supported planned service agreements by verifying accurate estimates, controlling costs and executing to customer expectations
- Communicated the action plan and services to be provided directly to the customer
- Developed and maintained viable long-term relationships with customers and subcontractors
- Led business review meetings monthly by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues
- Managed account for largest customer in Northeast TN, including managing service requests and agreements / contracts, customer satisfaction, sourcing and preparing quotes for materials, scheduling, budgeting, subcontractor/vendor procurement, product review, invoicing, collections, and compliance to specifications
- Monitored contract performance and operations to spot and correct problems early
- Utilized knowledge and understanding of company processes, policies, and operating system to assist others throughout the company
Customer Service Agent Assistant
Johnson Controls Inc
03.2007 - 03.2019
- Responsible for managing service requests and contracts for high-profile customers, ensuring compliance, scheduling, budgeting, and vendor procurement
- Proactively handled customer inquiries, disputes, and accounts while facilitating financial reconciliation, inventory control, and labor dispatch
- Responsible for management and oversight of service requests and agreements / contracts for largest customer in Northeast Tennessee, including customer satisfaction, scheduling, budgeting, subcontractor/vendor procurement, product review, invoicing, collections, and compliance to specifications
- Proactively contacted customers to ensure customer satisfaction and a commitment to pay
- Researched, resolved, or escalated accounts receivable disputes as outlined in the escalation process
- Supported inventory control process including updating equipment asset transactions
- Scheduled to align Front Line Service Professionals to the appropriate customer and service need
- Monitored and scheduled activities to ensure agreement commitments are met at the correct intervals
Education
Bachelor of Science - Computer Science
East Tennessee State University
Johnson City, TN08.2005
Associate of Science - Computer Science
Northeast State Technical Community College
Blountville, TN05.2001
Skills
- Data interpretation
- Detail oriented
- Decision making
- Technology-focused
- Troubleshooting techniques
- Customer relations
- Risk assessment and mitigation
- Relationship building
- Release Management
- Teamwork and collaboration
- Friendly, positive attitude
- Problem-solving
Certification
Emerging Leaders Program
Johnson Controls Inc | February 2025
Developed strategic planning, leadership, and conflict resolution skills to prepare for increased responsibilities.
Timeline
Business Deployment Analyst
Johnson Controls Inc
11.2023 - Current
Customer Service Representative / Contract Management
Johnson Controls Inc
03.2019 - 11.2023
Customer Service Agent Assistant
Johnson Controls Inc
03.2007 - 03.2019
Associate of Science - Computer Science
Northeast State Technical Community College
Bachelor of Science - Computer Science
East Tennessee State University
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