Senior Director - Managed Services

• Mar 2023 - Present

Practice Leader - IT Operations Excellence

• Sep 2022 - Mar 2023

Global Cloud - IT Services & Operations - Critical IoT network services leader and consultative services professional. Leads the IT Operations & Service Process Improvement consulting practice. Global Cloud - IT Services & Operations - Critical IoT network services leader and consultative services professional. Leads the IT Operations & Service Process Improvement consulting practice.

Director - Network and Service Management

• Aug 2015 - Sep 2022

Cloud-based hosted call center and IVR solutions including USAN’s own proprietary IVR products, Aspect’s/Alvaria’s UIP ACD/WFM products, and custom services designed for Amazon Connect customers via AWS Managed Services. Responsible for the Technical Account Management and 24/7 Network Operations Center teams providing service delivery management, change management, alert integration & development, and operations support. Primary focus on scaling operations teams for growth resulting in greater than 300% increase in team productivity through standardized processes, workflow automation, and enhanced observability capabilities. Show less

Sr. Program Manager - Operations

• Jan 2014 - Jan 2015

Ensured that all proposed and active projects met all production operational requirements. Built Jasper’s first International Tier 1 and Tier 2 NOCs, as well as, Tier 3 OSS team scaled for rapid growth to provide 24/7 network surveillance, incident management, and change management capabilities to support both international and domestic 3G/4G LTE wireless and M2M/IoT customers across Jasper’s carrier-class network. Ensured that all proposed and active projects met all production operational requirements. Built Jasper’s first International Tier 1 and Tier 2 NOCs, as well as, Tier 3 OSS team scaled for rapid growth to provide 24/7 network surveillance, incident management, and change management capabilities to support both international and domestic 3G/4G LTE wireless and M2M/IoT customers across Jasper’s carrier-class network.

NOCC Manager

• 2003 - 2014

Built and managed C Spire’s first state-of-the-art showcase Network Operations Control Center (NOCC) located in their new corporate headquarters for the management of C Spire Wireless’ carrier-class IP LTE/CDMA network. Accomplishments include contributing to the design and implementation of new carrier-class microwave rings (5 total) to add greater reliability to C Spire’s network and reducing carrier-related outages by 80%. Also, increased team productivity by 350% from the introduction of documented standardized processes (ITIL Hybrid) and workflow automation. Was a key-contributor to the design and implementation of a new in-house fault-management and circuit/asset inventory system resulting in improved observability and workflow automation. Show less

Senior Manager - Operational Support Systems

• Jul 2000 - Nov 2002

Built and managed Tritel Communications’ first Operational Support Systems team providing 24x7 on-call support for the Network Operations Center (NOC), RF Engineering, and regional offices for AT&T Wireless’ TDMA 1900 MHz PCS network in the Southeastern U.S. Additionally, installed and managed Tritel’s first UNIX and Sybase/Oracle systems in support of Performance Management, Fault Management, and Configuration Management needs. Built and managed Tritel Communications’ first Operational Support Systems team providing 24x7 on-call support for the Network Operations Center (NOC), RF Engineering, and regional offices for AT&T Wireless’ TDMA 1900 MHz PCS network in the Southeastern U.S. Additionally, installed and managed Tritel’s first UNIX and Sybase/Oracle systems in support of Performance Management, Fault Management, and Configuration Management needs.

Account Manager / Technical Solutions Manager

• Jun 1996 - Jul 2000

As Account Manager for a $330 million contract with Tritel Communications (AT&T Wireless affiliate), worked with Executive Management to handle issues potentially impacting profitability, as well as, our ability to meet contract terms and customer expectations in the deployment of the network. As Technical Solutions Manager, was a key contributor to the build-out of two new AT&T Wireless affiliate carriers in the Northeast and Southeast U.S. by providing consultative services for Operational Support Systems integration and network turn-up and training in operational & maintenance procedures. As Sr. Technical Training Engineer, developed and taught courses for SUN Solaris UNIX System Administration & Sybase Database Administration, Ericsson AXE-10 Mobile Switching System software features, Ericsson CMS 8800 Operational Support System (OSS), and the Ericsson Adaptive Channel Allocation (ACA) product for automated RF network optimization. Show less