Experience

Bailiwick

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• • Dec 2020 - Present

• • Dec 2016 - Dec 2020

• • Feb 2011 - Nov 2016

  Responsible for ensuring high level delivery of IT deployments for multiple customers to include financial, retail, restaurant, telecommunications, automotive and government entities. Managing internal and external teams to exceed customer schedule demands and internal financial budgets.• Successfully managing national projects requiring IT Deployments to include infrastructure and wireless, survey, cabling, equipment and decommission activity.• Coordinate project resources (Vendor Partners), tasks, and schedules to minimize installation time and disruption at the site location.• Lead team of Deployment Managers with responsibility for project administration, documentation, status updates to customer, issue and change order logs and financial reporting.• Prime interface to customer project management teams handing all escalation and reporting. Show less



Ericsson

• Sweden
• Telecommunications
• 700 & Above Employee

• Service Delivery Manager

  • Apr 2010 - Oct 2010

  Responsible for ensuring high level delivery of global telecommunications customer services. Resolved customers’ network performance problems, operational business challenges, and escalations. Managed multiple technical and customer service projects. • Successfully managed emergency recovery situations requiring interface with very upset customers and internal recovery / product support teams, while driving towards timely issue closure exceeding customer and TL9000 metrics. • Created and implemented monthly patch tracking process so that customer engineers had clear visibility to their patching schedules thereby decreasing questions and complaints by 75%. • Led certification process for new product introduction in Brazil, resulting in $6 million sale and continued growth in this market including additional sales of this magnitude in 2010. • Managed software deployment upgrade project, which resulted in meeting customer’s upgrade schedule and exceeding company margins by approximately 15%. • Significantly improved customer satisfaction key performance indicators via driving process improvements in Engineering, Supply Chain, and Field Operations leading to significantly fewer defects in each department. • Created import process improvements, resulting in significant customer and company cost savings, and improved customer satisfaction. Show less



Nortel Networks

• Telecommunications
• 700 & Above Employee

• • Jan 2001 - Mar 2010

  Responsible for ensuring high level delivery of global telecommunications customer services. Resolved customers’ network performance problems, operational business challenges, and escalations. Managed multiple technical and customer service projects.- As part of acquisition, this position was transferred to Ericsson.

• • Jan 1999 - Dec 2000

  Field Operations Manager (1999 – 2000)Managed projects to ensure the successful planning and deployment of field installation staff to meet customer network requirements. • Implemented a modernization program which provided immediate improvement in network performance resulting in per incident outage trending reduced from seven per month to one-half per month, a 93% improvement. • Developed and executed an installation quality improvement team initiative resulting in improvement in vendor rating from sixth to first sustained for 12 months.• Led 30-50 supervisors, technicians and contractors across five states providing excellent customer satisfaction, network integrity, quality, schedule adherence, cost management and employee satisfaction. Show less



Nortel Networks

• Telecommunications
• 700 & Above Employee

• • 1995 - 1998

  Managed quality verification group which validated that the operation, performance, and reliability of software and hardware product releases met corporate specifications. Tested computer telephony integrated applications and drivers for call center environment.

• • Apr 1987 - 1995

  Supervise, install, test and turnup Nortel DMS and Optical product lines in customer central offices.