Experience

VCE

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

• Technical Support Manager - Americas

  • Mar 2015 - Present

  Promote and maintain a high level of Customer Satisfaction via management of a group of individual contributors within an area of technical and product expertise. Provide managerial support, resolution and effective communication as needed. Identifies, informs, and works with management teams and senior leadership towards customer issue resolution. Nurtures and develops Technical Support Engineers with coaching and appropriate technical training. Promote and maintain a high level of Customer Satisfaction via management of a group of individual contributors within an area of technical and product expertise. Provide managerial support, resolution and effective communication as needed. Identifies, informs, and works with management teams and senior leadership towards customer issue resolution. Nurtures and develops Technical Support Engineers with coaching and appropriate technical training.



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• Manager - Emergency Recovery Center, North American Market

  • Nov 2009 - Mar 2014

  Operational Management * Create / Manage a best-in-class Operations Team in the Network Management and Emergency Recovery Center. * Proactively meet and maintain the "In Service" performance requirements for key network elements. * Responsible for and oversee all Operations Relationship Management: * Build and maintain relationships specifically to the NAM Care Center, NAM Project Care Center, Customer specific Care & Services Organizations and Business Unit Technical Support Functions. Pertinent Skills: *Complete understanding of "In Service" performance. *Proficient in technical support and service business, strong networking capabilities, strong leader, customer related experience in multiple product areas. *Recognized background in network operations and solving large quantities of outages with significant success in using preventative measures to overcome future issues in multiple networks. *Experience managing a team of highly skilled employees with outstanding employee survey results. *Excellent technical writing and oral English skills. *Excellent Presentation skills with experience presenting solution proposals at technical and executive management level. Performance Measures: *Care Metrics, including: Outage Resolution Timeline, Cases Escalated beyond the ER, and Cases prevented from outage via network management intervention. *Care Services P&L, Customer satisfaction at the CT level with recovery and prevention procedures. *Employee satisfaction.



Nortel Networks

• Telecommunications
• 700 & Above Employee

• Senior Deployment Leader (Director)

  • Oct 2006 - Mar 2009

  CDMA Wireless Access Deployment, Southern and Eastern RegionsResponsible for the installation and commissioning of Nortel’s BTS and EVDO hardware and associated software (see below for equipment specifics) for the Eastern and Gulf Coast states. Responsible for managing the day-to-day activities of product/technology installation and deployment, including: customer communication, customer service, employee deployment, career pathing, training, product delivery, escalation, department processes, project management, project quotation (RFQ/RFP), T&L cost management, product awareness. Currently maintain a staff of five Regional Managers, thirteen Local Managers, and 100+ Technicians.

• Operations / Network Integration Manager

  • Mar 2004 - Oct 2006

  CDMA Wireless Network IntegrationResponsible for managing the day-to-day activities of product/technology integration and deployment, including: customer communication, customer service, employee deployment, career pathing, training, product delivery, escalation, department processes, project management, project quotation (RFQ/RFP), T&L cost management, product awareness.



Scope Networks

• Director of Field Services / Operations

  • Sep 2003 - Mar 2004

  Responsible for directing Field Services department. Ensured all department functions and processes are adhered to including integration quality, execution of contractual requirements, monitoring on-site customer relations, profit and loss management, and staff deployment to meet customer requirements.

• Field Resources Manager

  • May 2003 - Sep 2003

  Responsible for project scheduling and resource planning, fulfilling Customer Operations Prime project resource requirements. Ensured all company policies are followed for employment, payroll, compensation, training, benefits, employee relations, equal employment opportunity, regulatory compliance and performance management programs.



Scope Networks

• Senior Manager - Project Management and Network Integration

  • Feb 2002 - Feb 2003

  Responsible for delivering large and/or multiple projects, on time, within budget and agreed to specifications. Provided effective project management skills to help reduce costs of delivering projects and adding value to the business by applying proven project management techniques. Functioned as the lead for projects including acting as the liaison to internal departments and customers. Strong/consistent customer/vendor interface, positive motivation of team members, customer satisfaction. Successfully extended current projects resulting in increased business revenue.



Nortel Networks

• Telecommunications
• 700 & Above Employee

• Wireless Network Integration Manager - GPRS

  • Feb 2001 - Feb 2002

  Responsible for creating/maintaining a team of Data Engineers (GPRS). Facilitated the training of team (classroom, pilot courses, lab, and OJT). Successfully deployed/configured/integrated: one National Operations Center, one National Data Center, seven Regional Data Centers, three Remote Base Station Controllers, and one network re-home (SIG, SGSN, GGSN, IWF).Created/initiated/maintained a nationwide: GPRS Patch process, Escalation process, Hand-Off process, ATP process, NI CIQ process, Network Security process, and a multitude of reporting processes.Responsible for upgrading GPRS Network (1.5 to 2.x), and all GPRS integration expansion efforts. Primary management interface between Network Integration, Project Management, Customer (AT&T/AWG), VO/Design, and all customer external vendors (Nokia, Ericsson, Lucent). Created/initiated/maintained a Subject-Matter-Expert Program, Site-Prime Program, and Continuous Training program.Responsible for all areas of GPRS budget, forecasting, project code reconciliation, headcount scheduling, and the bidding of additional work.

• Infrastructure Manager - Wireless Network Integration

  • Sep 2000 - Feb 2001

  Created/initiated/maintained department policies and processes conforming to ISO 9000 guidelines. Received ISO 9000 certification for WNI department. Successfully created/initiated/maintained a Contracting House “blended-rate-of-pay” process, substantially reducing workflow and disparity between twenty-seven houses. Created one set of departmental standardized job descriptions and classifications.The resulting increased productivity of the above actions resulted in the dissolution of the Infrastructure department/position.



ICG Telecommunications

• Senior Process Manager (Network Services)

  • Dec 1999 - Sep 2000

  Process Management DepartmentDeveloped and implemented processes to support core business needs, new product development and system implementation. Reviewed existing processes and support systems to improve business performance including reducing redundancy/duplication, improving quality and productivity. Project manage corporate goals. Provide cross-functional SME support to business initiatives. Facilitated complex, diverse, and/or technical organizational process improvement activities.Facilitated the identification, analysis, development and documentation of process improvements.

• Manager - National Network Operations Control Center

  • Dec 1998 - Dec 1999

  Managed the day-to-day activities of network control center technicians involved in monitoring and assuring network quality. Managed the technicians that resolved complex network problems involving power, network hardware and software, SONET and DCS failures, disaster recovery, and transport facilities. Provided guidance and direction to less experienced network monitoring and maintenance technicians. Resolvedcomplex trouble tickets at a third level of escalation. Performed both internal and external escalation on all DSO, DS1, DS3 circuit troubles and all broadband outages to comply with ICG standards for mean time to repair. Coordinated with Local Exchange Carriers, Inter Exchange Carriers, and ICG operations to restore circuit outages and network configurations. Scheduled and prioritized NOC workload; conducted manpower planning activities, including business cases to justify additional manpower.

• RCA Manager

  • Jun 1998 - Dec 1998

  National Network Operations Control Center, Managed all NOC Root Cause Analysis (RCA) and Reason for Outage (RFO) processes, meetings, and data base.Created, analyzed, maintained, and distributed the following reports (but not limited to) Standing Alarms, Budgeted Headcount, Escalation, Daily Volume, Scheduling, Team Productivity, Overtime, and Goal Achievement.

• Payroll Manager

  • Sep 1997 - Jun 1998

  Corporate OfficesInsured the accurate and timely issuance of payroll to all Non-Exempt ICG employees. Working knowledge of ICG Corporate policies and procedures. Thorough understanding of compensation, benefits, administration, and records management. In-depth knowledge and implementation of payroll’s manual and computerized processes.



US West Telecommunications, Inc.

• Senior Payroll / Benefits Coordinator

  • Sep 1995 - Sep 1997

  Maintained, educated and provided updated knowledge in all aspects of Payroll, Cyborg, Dunn & Bradstreet computer systems, and Human Resources. Successful track record in relating and communicating this information to HR Generalists, Managers, and Personnel. Sound knowledge of employment law and regulations. Working knowledge of US West policies and procedures. Working knowledge of compensation, benefits, administration, and records management. Thorough understanding, and implementation, of C.W.A. and I.B.E.W. union contracts.



ReMax Southeast

• Business Manager

  • Sep 1994 - Sep 1995

  Responsible for implementing and enforcing budget, records, accounts payable/receivable, tax preparation, computer support, all aspects of marketing, local rapport, and charities. Responsible for all areas of office management. Responsible for implementing and enforcing budget, records, accounts payable/receivable, tax preparation, computer support, all aspects of marketing, local rapport, and charities. Responsible for all areas of office management.



American United Mortgage Corporation

• Operations Manager

  • Nov 1992 - Sep 1994

  Responsible for all areas of new branch establishment and operations, including; marketing, goal setting/projections, tracking, realtor rapport, computer support, customer service, problem solving, program knowledge, government compliance, administration, documentation, and employee management. Highly technical and computerized experience in processing and underwriting purchases and refinances Responsible for all areas of new branch establishment and operations, including; marketing, goal setting/projections, tracking, realtor rapport, computer support, customer service, problem solving, program knowledge, government compliance, administration, documentation, and employee management. Highly technical and computerized experience in processing and underwriting purchases and refinances



Avco Financial Services, Inc.

• Senior Assistant Branch Manager

  • Jul 1988 - Jun 1991

  Assisted Manager in ensuring the efficient operations of all branch functions, including; recruitment, training, and supervision of Customer Service Representatives, Account Representatives, and Assistant Managers. Development and continuous study of motivational programs, product knowledge, business development, productivity documentation, P&L, future investments, and records. Assisted Manager in ensuring the efficient operations of all branch functions, including; recruitment, training, and supervision of Customer Service Representatives, Account Representatives, and Assistant Managers. Development and continuous study of motivational programs, product knowledge, business development, productivity documentation, P&L, future investments, and records.