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EMAIL AVAILABLE Mobile PHONE NUMBER AVAILABLENetwork Operations ManagerLeveraging analytical, problem solving, organizational, communication, and leadership skills in combination with ITIL best practices to meet technology and business goalsAccomplished program, project, and operations leader with extensive experience in IT and telecom systems and infrastructure design, development, and support. Adept at managing cross-functional teams across multiple initiatives simultaneously, deftly balancing priorities and resources to ensure goals are met on time, service level agreements are achieved, customer expectations are exceeded, and profitability is maximized. Positive and supportive team member with record of building strong rapport with clients and stakeholders at any company level. Highlights of Expertise:Service Delivery SupportTraining & Team BuildingEnterprise NetworkingSolutions DevelopmentData Center ManagementPerformance MeasurementsProgram / Project ManagementContinuous ImprovementStrategic PlanningService Center OperationsRisk AssessmentTroubleshootingProfessional ExperiencePeak10Technical Assistance Manager 9/15 to PresentProvide Management of local 24x7x365 Support PersonnelLead, mentor, and coach TAAs to provide consistent and professional support environmentProvide accurate and timely communication to all applicable parties on any customer support issuesMonitor specific KPIs to ensure proper execution of supportMaintain all scheduling and coordination of Technical Assistance AssociatesParticipate in Internal Incident Report review process to diagnose areas for improvementPerform periodic performance reviews on all TAAsWork with Market Director of Service Delivery on escalated customer support issuesManage Resource Allocation for Engineering TasksAssign workflow task items to TAAs based on availability and experiencePerform Quality Assurance checks on all work assigned to TAAsCommunicate deadlines and possible time constraints to applicable stakeholders and requestersAssist in training of new processes, procedures, and tools related to provisioning processCoordinate with Facility Operations Engineer on Facility Related TasksWork with market and regional facility resources on delegating and performing facility related tasksParticipate in training programs and provide post training refreshers for TAAsHelp ensure that facility is always audit readyAssist FOE with vendor managementAT&T, Conyers, GAMgr Network Ops Center, 7/2013 9/2015Manages the day-to-day activities of a group of Network Control technicians involved in monitoring and ensuring network quality. Responsible for directing, planning, and apportioning the work of employees including a role in the interviewing and selecting (as applicable), training, coaching and assessing performance, discipline, suspending, terminating, and ensuring compliance with company and regulatory policy. Responsible for managing employees who complete on- site corrective and preventive maintenance, as well as necessary installations, and changes of network equipment. Develop procedures for installation, rearrangement and changes of activity of network equipment. Interfaces with vendors to coordinate work activities and resolve any service-related issues. Provide support to other departments on any vendor network operational issues. Additional duties include satisfying customers or interfacing with appropriate groups to address concerns. Implement process changes to improve internal service complaint handling and enable field teams to reduce customer escalations. Accountable for coordinating telephone number availability with the network control center and the central office planning engineers. Independently prepares work plans for individual tasks. Prepares project plans for specific projects and reviews with supervisor. Prepares and executes unit test plans and participates in and supports integration testing. Provides field support for groups indirectly affected by mechanized systems. This function includes monitoring for systems availability, integrity and timely performance. Administers discipline to technicians and makes recommendations concerning long term suspensions or terminations of technicians. May be responsible for utilizing Management Systems & Operations Control (MSOC) techniques to manage employee efficiency, performance, and customer service.AT&T, Oakton, VAService Manager, 3/2009 7/2013Drive performance analysis, problem resolution, and operational support for enterprise-scale data networks; own all aspects of customer experience in provisioning, billing, maintenance, problem escalation, and education. Develop and ensure achievement of service level agreements (SLAs); leverage network monitoring tools to identify and diagnose root causes, and engage stakeholders across departments to devise and execute action plans that resolve service issues and maximize customer satisfaction. Extract and analyze data to identify performance trends and prepare reports for customers. Oversee planning and matrix management of special customer projects.Facilitated successful deployment and ongoing support of network for US Department of the Treasury (TNET);Installed and configured routers and network devices, upgraded hardware and software, and monitored and troubleshot switching, routing, application, and security issues to keep network at optimal availability and performance.Promoted use of online servicing and billing applications; empowered customers with tools for solving common problems, leading to reduction in service calls.Wrote standard operating procedures (SOPs) and training documents, and translated complex information into clear, concise summaries and briefings for senior management.Memphis Networks, Memphis, TNNetwork Operations Director, 1/2008 2/2009Managed daily operations of Network Operations Center (NOC), Outside Plant, and Customer / Network Implementation teams for regional telecom service provider. Coordinated projects, planned workloads, allocated resources, and provided leadership, performance evaluation, and award recommendations for 20 team members. Oversaw sales, installations, problem resolution, and customer service for 100+ accounts; analyzed contracts, managed vendor and contractor relations, and ensured delivery deadlines and contractual obligations were met on schedule.Communicated openly and effectively with prospects, clients, and internal stakeholders, serving as technical advisor and subject matter expert for projects and providing clarity for operating regulations, billing, and compliance issues.Provided sound solutions for resolving problems during pre- and post-cutover of production end-sites as escalation point for all WAN implementation projects.Developed and implemented new fault escalation processes that enabled team to meet all customer SLA requirements consistently.Led problem analysis, management, and resolution of complex technical challenges such as late-night repairs of CRAC units and time-sensitive Emergency Customer Maintenance for rapid recovery of network outages.Drove continuous improvement of work processes and procedures to streamline project management, increase operational efficiency, and improve service quality.Devised customized strategies to grow business, and consistently exceeded targets for business development and client retention.Crafted winning proposals, negotiated deals, developed contracts, and coached sales consultants in lead generation, prospecting, and client communication.Sita / City of Atlanta, Atlanta, GANetwork Operations Center (NOC) Manager, 4/2005 1/2006Led eight-member team in monitoring and improving performance of Wi-Fi and DAS infrastructure at Hartsfield-Jackson Atlanta International Airport. Strengthened relationships with service providers and ensured world-class customer service for ~4,000 users. Established schedules and work plans to provide 24x7 backbone monitoring. Measured NOC Key Performance Indicators (KPIs); tracked ticket response times, analyzed incident management activities, and ensured services met customer SLAs. Chaired Change Management Board, secured Request For Change approvals, and enforced compliance with US Department of Transportation and FAA regulations.Built NOC from ground up; created SOPs and directed installation of all network monitoring hardware, software, and associated devices.Hired, mentored, and supported highly qualified team of network technicians, application developers, and security specialists that ramped up to speed quickly and surpassed service expectations consistently.Developed training curriculum and delivered formal and informal training to customer personnel that clearly demonstrated system and equipment functionality.Planned and led variety of system / solution implementation projects to successful delivery;Elicited requirements from customers, evaluated products and made purchasing recommendations, allocated resources, created and utilized performance measurement tools, and kept projects on time, on budget, and in line with policies and standards.Generated comprehensive infrastructure inventory reports, performed validations, and reported project progress, operational status, and key issues to senior management.Infinium Labs, Sarasota, FLInfrastructure / Help Desk Director, 2/2004 11/2004Orchestrated requirements gathering, infrastructure development, QA, and troubleshooting involved in design and build of Phantom Gaming Network Infrastructure.Trained and led team of 18 employees, managed contractor selection and performance, and liaised between engineering and operations teams to facilitate open communication and effective use of resources.Innovated and leveraged diagnostic and troubleshooting procedures to provide top-tier technical support to developers, engineers, and technicians.Created and executed test plans, test cases, and scenarios for technology infrastructure; identified potential problems and proposed smart, cost-effective solutions.Equant, Atlanta, GADirector, Problem Resolution Group (PRG) - North American Operations, 8/2002 2/2004Led strategic planning, staffing, training, budgeting, systems / solutions design and development, testing, documentation, customer communications, and performance management of 75 employees at PRG and Customer Service Center maintaining more than 40,000 network connections.Restructured and optimized employee schedules, eliminating unnecessary overtime and capturing $1M in savings for company.Trained service-focused team to work exclusively with unsatisfied customers; provided tools and effective customer service techniques than enabled team members to save accounts and boost customer retention.Relera Corporation, Charlotte, NCRegional Director, Internet Service Center, 8/2001 2/2002Maximized operational efficiency, profitability, and customer value of fast-growing Internet Service Center. Managed and administered requirements definition, policy development, system design and implementation, product evaluation and purchasing, software licensing, customer service, technical support, reporting, and hiring, training, and supervision of 45 employees across three data centers.Led teams to achieve benchmark uptime performance of 99.999% availability while providing 24x7 operational support.Championed automated conversions and process improvements that yielded significant increase in data retrieval efficiency while allowing for measurable cost reduction.Additional ExperienceDirector, Network Backbone / Customer Implementation ~ Intira Corp., Pleasanton, CAShift Manager ~ UUNET / MCIWorldCom, Fairfax, VANetwork Specialist ~ United States Senate, Washington, DCTelephone Technical Supervisor ~ Contel Federal Systems, Newport News, VAWire Systems Installer & Operator ~ United States Army, Fort Campbell, KYCertifications, Training & Professional DevelopmentITIL Certification ITIL Foundation V3Certified Help Desk Professional 2000 ~ Certified Help Desk Manager 2000ISDN Installation ~ Spectrum User & System Administration ~ Advance CISCO Router ConfigurationTroubleshooting with Expert Sniffer Network Analyzer ~ Ethernet Network Analysis TroubleshootingCISCO Router Installation & Maintenance ~ TCP/IP Network Analysis TroubleshootingTechnical ProficienciesPlatforms:Novell Netware, UNIX, Windows NT/XP/Vista/7/8, Windows ServerTools:Adobe Acrobat, Cisco Works, Heat, HP OpenView, MS Office Suite (Access, Excel, Outlook, PowerPoint, Visio, Word), MS Project, Netcool, NMS, RemedyHardware:AirDefense sensors, coaxial cabling, Cisco 15454 optical switch, Cisco Routers, Cisco Ethernet Switch, Cisco Firewalls, Cisco Wireless LAN Controllers, DAS main and expansion hubs, Ethernet cabling and hubs, fiber, Fiber Scout, ISDN, LAN scanners, network cards, network sniffers, ohm meter, ONS switches, Wireless Access Points (WAP), Wireless Cisco ServersNetworking:ATM, BGP, EIGRP, MPLS distributed antenna systems, DHCP, DNS, FDDI, frame relay, HSRP, network software, OSPF, SNMP, TCP/IP, WiFi |
