Summary
- Offer 25 years’ progressive technical and managerial experience in the IT and Telecommunication industries
- Effective in both team and individual contribution situations
- Entrusted with achieving optimal utilization of human and financial resources through proactive workflow planning and coordination
- Proactive leader who successfully leads top-performing teams committed to providing superior service with a true “Lead by Example” mentality
- Dynamic communication, presentation, relationship building, and problem-solving abilities
- Excel at interacting with broad populations including Executive management, sales, and customer service staff as well as clients and external contractors
- Abilities in project design and management with the organizational and supervisory skills needed to ensure success. Delegates and monitors work to meet and beat deadlines
Professional Experience
MSP (2018-2024)
Technical Account Manager
- Responsible for technical operation functions that support all technical service and support efforts of the Help Desk and Field Service personnel in this Managed Service Provider industry
- Handle escalations for both internal and external customers, providing Level 2 and/or Level 3 assistance
- Managed all Help Desk and service activity through the applicable Phone/Email/Ticket applications
- Supported numerous technical areas including:
- Office 365/Azure/InTune/Dynamics 365/SharePoint
- Backup solutions for both Cloud-to-Cloud and On-Premise solutions
- ConnectWise applications including Manage, Automate, Control
- User laptop/desktop support
- Enterprise server and storage support
- NetApp, Dell, HP, IBM
- Provided mentoring, support, and training to other team members
- Develop and manage product development program that assists with additional service offerings
- Manage and maintain all technical information, manuals, support guides, and knowledge base
- Source spare parts utilizing multiple vendors focusing on obtaining the best quality-to-pricing ratios
- Provide technical input to new sales opportunities, including technical feasibility, costs, tools, and any other restrictions or cost factors
- Managed large client customer interactions to ensure issue resolution and satisfaction
Internet Company (2012-2018)
Manager, Tier II Support
- Manage staff agents to support all customer-level Provisioning and all Tier
- 2 Level trouble support functions
- Built a TAC group to handle all Incident Management on the individual subscriber, commercial, and hospitality levels
- Identified existing staffing needs, current employee skillsets, and developed a continual improvement plan to optimize the department
- Responsible for operations for support of all Service Technicians across all markets for all areas of service activations, deactivations, and changes.
- Developed the operational processes and procedures for all customers facing Tier 1 and Tier 2 support.
- Created and maintained online operational troubleshooting and service activation process documentation
Telecommunications Company (2012-2012)
Director, Network Operations Center
- Manage staff agents to support all customer-level Provisioning, all Tier 2 and Tier 3 trouble support, all Change Management, and all Dispatch functions
- Responsible for 24/7 operations for support of all Service Technicians across all markets for all areas of service activations, deactivations, and changes.
- Responsible for 24/7 operations for support of all Tier 2 and Tier 3 customer trouble support escalations
- Managed team of Dispatch agents to handle all technician dispatch commitments
- Managed all Change Management control of the network to ensure compliance with company standards and minimized customer impact
- Managed specialized team focused on Compliance Assurance to ensure all orders handled by Contracted Field Support were worked properly and billed/paid appropriately
- Served as a cross-departmental liaison to join in efforts to identify best practice solutions to operational issues
Same company above (2010-2012)
Director of Provisioning
- Managed staff of up to 30 employees handling all aspects of Triple Play
- Service Move/Add/Change/Deletes
- Responsible for 24/7 operations for support of all Service Technicians across all markets for all areas of service activations, deactivations, and changes.
- Manage operating budget to maximize operational efficiency while reducing costs
- Managed specialized team of 5 employees focused on Compliance Assurance to ensure all orders handled by Contracted Field Support were worked properly and billed/paid appropriately
- Served as a cross-departmental liaison to join in efforts to identify best practice solutions to operational issues
Same company above (20017-2010)
NOC Manager
- Managed staff of up to 45 employees handling all aspects of Tier 1, Tier 2, and Tier 3 user support in addition to Service Provisioning
- Responsible for 24/7 operations for support of the network
- Manage operating budget to maximize operational efficiency while reducing costs
- Managed all escalations to ensure quick service recovery from network outage events
- Managed all aspects of customer Trouble support
Supply Chain Company (2005-2007)
Network Engineer
- Supported the Voice/Video/Data network for residential and hospitality
- customers
- Responsible for 24/7 support of the network
- Maintained control of the Class 5 Coppercom Soft switch and Sphericall PBX voice platforms
- Processed escalations to ensure quick service recovery from network outage events
- Developed a Provisioning process to maximize efficiency and quality of service activations
Professional
- Completed courses/seminars in concepts of Management training and Employee development
- CompTIA Network + Certified Professional
- Hands on experience with VoIP IAD equipment such as Adtran, Allied Telesyn, Linksys, Tellabs, Alcatel
- Hands on experience managing Class 5 Softswitches such as Metaswitch, Netcentrex, Coppercom
- Hands on experience with various PBX systems such as Mitel, Nortel, Noble, and Spericall
- Hands on experience with the ConnectWise management platform
- Hands on experience with BPON/GPON EMS such as Tellabs Panorama, Alcatel, Motorola, Calix, ZTE
- Hands on experience troubleshooting and configuring: Cisco, Allied Telesyn, and Alcatel routers/switches, DSL, Cable modem
- Experience in data and voice network planning, design, and installation
- Technical Experience with all aspects of DID ordering, allocation, and LNP functions
- Experience Experience with Solarwinds, Netcool, Intermapper, and Nagios monitoring systems
