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Bracing for the Storm: Strategy, Tactics and Technology for Major Events

 
The last two years have provided a steady stream of crises to respond to – from an unprecedented number of storms on the Gulf Coast to worsening wildfires out West to winter storms and rolling blackouts. This session will bring together leaders with some of the most-affected utilities to discuss the strategy, tactics and technologies they have used to prepare for, and respond to, major events both past and to come.
 

Moderator:

Tim Melton, Senior Consultant, Chartwell, Inc. 

Tim helps Chartwell provide deep insights and exceptional service to its member utilities by leveraging his more than 30 years of experience in the industry. From his career with LG&E and KU, he has extensive expertise in customer complaint prevention and resolution, outage communications, and building strategic partnerships internally and with external agencies and organizations.

 

Panelists:

  • Susan Adam, Manager of eCommerce, Entergy

Susan Adam is the Manager of eCommerce at Entergy, focused on mobile channel spanning bill/pay, outage and resiliency, usage, and distribution reliability customer journeys. Susan has over 23 years of experience with Entergy in customer experience as well as IT. She is a certified AGILE Scrum Product Owner and is the Product Owner for several products at Entergy, including the native mobile app.

 

  • W. Wayne Boone, Principal, Alabama Power Company

In his current role, Wayne is a member of the group focused on ADMS. More specifically, Wayne leads a team creating solutions for ADMS and OMS web information applications. Additionally, Wayne is a key member of the Outage Communications team.  Prior to his current role, he led the Data Management Center of APC in the first complete statewide implementation of GIS. Wayne’s career in Information Technology spans almost five decades, his work has been directly focused on leading edge technology with a practical business solution focus. Wayne holds a degree in Business Administration from Faulkner University.

 

  • Boyd Greene, Director, Oncor

Boyd Greene has 40 years’ experience in various roles within Oncor’s Distribution division. For the previous 10 years, he has been the Director of the East Distribution Operations Center, responsible for the safety of personnel and the public, timely restoration of service, monitoring of the Distribution system, optimization of all resources, and two-way communications to all stakeholders on the performance of the distribution system. Additionally, during times of heightened levels of activity, whether due to storm or emergency situations, he is responsible for the oversight of quick and efficient restoration of service to affected customers.