Experience

New York Institute of Technology

• United States
• Higher Education
• 700 & Above Employee

• Manager, Service Central

  • Jul 2010 - Present

  Manage operations of Service Central, NYIT's tier one service desk that supports 7 domestic and international campuses with information technology and infrastructure solutions. - Manage first tier client services operations, including a support hotline, e-mail-based support, online self-service and a walk-in center supporting over 4,000 end users - Lead a team of 5 full-time professional staff - Consolidate call center and walk-in support operations, creating a unified first tier… Show more Manage operations of Service Central, NYIT's tier one service desk that supports 7 domestic and international campuses with information technology and infrastructure solutions. - Manage first tier client services operations, including a support hotline, e-mail-based support, online self-service and a walk-in center supporting over 4,000 end users - Lead a team of 5 full-time professional staff - Consolidate call center and walk-in support operations, creating a unified first tier support group to more efficiently and dynamically leverage limited staff resources - Implement new systems to support consolidated operations - Develop innovative, technology tip communications to compliment IT initiatives, providing relevant documentation, training and timely alerts to clients and IT staff - Generate management reports using incident data and extracts from other sources Show less Manage operations of Service Central, NYIT's tier one service desk that supports 7 domestic and international campuses with information technology and infrastructure solutions. - Manage first tier client services operations, including a support hotline, e-mail-based support, online self-service and a walk-in center supporting over 4,000 end users - Lead a team of 5 full-time professional staff - Consolidate call center and walk-in support operations, creating a unified first tier… Show more Manage operations of Service Central, NYIT's tier one service desk that supports 7 domestic and international campuses with information technology and infrastructure solutions. - Manage first tier client services operations, including a support hotline, e-mail-based support, online self-service and a walk-in center supporting over 4,000 end users - Lead a team of 5 full-time professional staff - Consolidate call center and walk-in support operations, creating a unified first tier support group to more efficiently and dynamically leverage limited staff resources - Implement new systems to support consolidated operations - Develop innovative, technology tip communications to compliment IT initiatives, providing relevant documentation, training and timely alerts to clients and IT staff - Generate management reports using incident data and extracts from other sources Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Supervisor Network Operations Dispatch Call Center

  • Jan 2004 - Dec 2009

  Network Operations Center Supervisor (2004 – 2009) Effectively supervised a staff of up to 78 Telecommunications Technical Associates operating a 24 x 7 Network Operations Center processing over 1000 calls per day relating to customer support, network surveillance, installation/maintenance, technician dispatches, circuit testing, fault isolation, circuit provisioning and one call problem resolution. Responsible for annual budget including overtime, human resources, absence administration… Show more Network Operations Center Supervisor (2004 – 2009) Effectively supervised a staff of up to 78 Telecommunications Technical Associates operating a 24 x 7 Network Operations Center processing over 1000 calls per day relating to customer support, network surveillance, installation/maintenance, technician dispatches, circuit testing, fault isolation, circuit provisioning and one call problem resolution. Responsible for annual budget including overtime, human resources, absence administration, training, scheduling, payroll, inventory, project/vendor management and ACD/LAN/CRM/IVR admin. Oversaw ISO compliance and generation of executive reports tracking production. •Drove key performance indicators to lowest in company’s history, resulting in <4 hours per week in overtime per employee and meeting 95% on-time/repair within a 2-hour window by contributing to the development, maintenance and distribution of Operations Metrics Score Cards. •Executed Network Operations SPOC to Verizon Partner Solutions Cross functional service improvement team by coordinating service agreement compliance and conducting root cause analysis of service failures on POTS, VOIP, ISDN, DSL, DS-1, DS-3, SONET and FIOS services. •Utilized process management to streamline work-flow and improve efficiencies resulting in significant growth in profitability, increased production output and enhanced departmental synergy. •SPOC for the 5 boroughs and Long Island removing road blocks and providing technical assistance for internal and external customers on all maintenance and provisioning related issues that affected installation and repairs. •Led a variety of ongoing projects that included an HDSL test platform deployment, operations efficiency study, customer hot cuts and equipment deployment/retirement

• Supervisor

  • 1997 - 2009

• COF

  • 1997 - 2009

• Central Office Supervisor 240 East 38th Street NYC

  • Jun 1999 - Jan 2004

  Verizon 37/38th Street Frame/Carrier Managed one of the largest Central offices in the North East in terms of size, volume and revenue. Responsible for central office frame and transport operations. Functions include transport operations, network surveillance, central office equipment installation and removal, network monitoring and control, network administration. Included provisioning, maintenance, facility assignment, database management, vendor/project managementand design… Show more Verizon 37/38th Street Frame/Carrier Managed one of the largest Central offices in the North East in terms of size, volume and revenue. Responsible for central office frame and transport operations. Functions include transport operations, network surveillance, central office equipment installation and removal, network monitoring and control, network administration. Included provisioning, maintenance, facility assignment, database management, vendor/project managementand design operations as well as administration and management of associated Network Operating systems and interfaces required to internal and external service requests.

• Project Manager

  • Jan 1998 - Apr 1999

  Network Operations Center Support Team. Responsible for implementation through completion of DCS 2000 Bell Atlantic end office AMA billing upgrade for NY and NE. Managed a team to initiate orders, Manage inventory, Trained employees, maintain database and coordinate installations and cutovers to new billing platform that included all host Central Offices in New York and New England Received the “Leaders in Excellence Award” and the “Network Services Special Recognition Award” for DCS… Show more Network Operations Center Support Team. Responsible for implementation through completion of DCS 2000 Bell Atlantic end office AMA billing upgrade for NY and NE. Managed a team to initiate orders, Manage inventory, Trained employees, maintain database and coordinate installations and cutovers to new billing platform that included all host Central Offices in New York and New England Received the “Leaders in Excellence Award” and the “Network Services Special Recognition Award” for DCS 2000. 154 were selected out of 9,000 nominations out of over 180,000 employees Other projects included Bell Atlantic switch voice message rebranding for NYC, Frame life Main Distribution Frame "clean up".



H.Y. Applied Inter Data

• Account Executive/Call Center Manager

  • Jan 1993 - Feb 1997

  Managed Direct Mail Marketing Fulfillment accounts and fostered relationships for with clients such as Doubleday Publishing, NRA, National Historical Society and Newbridge. Consulted with clients to determine their needs, both current and future, as well as providing business advisory services to the research and development team to ensure client needs were met. •Identified new business opportunities within existing account base. •Assured 100% compliance with company policy and… Show more Managed Direct Mail Marketing Fulfillment accounts and fostered relationships for with clients such as Doubleday Publishing, NRA, National Historical Society and Newbridge. Consulted with clients to determine their needs, both current and future, as well as providing business advisory services to the research and development team to ensure client needs were met. •Identified new business opportunities within existing account base. •Assured 100% compliance with company policy and applicable regulations laws pertaining marketing such as negative option, telemarketing. •Directed marketing, mail merge, correspondence, customer service, billing and collection efforts Show less Managed Direct Mail Marketing Fulfillment accounts and fostered relationships for with clients such as Doubleday Publishing, NRA, National Historical Society and Newbridge. Consulted with clients to determine their needs, both current and future, as well as providing business advisory services to the research and development team to ensure client needs were met. •Identified new business opportunities within existing account base. •Assured 100% compliance with company policy and… Show more Managed Direct Mail Marketing Fulfillment accounts and fostered relationships for with clients such as Doubleday Publishing, NRA, National Historical Society and Newbridge. Consulted with clients to determine their needs, both current and future, as well as providing business advisory services to the research and development team to ensure client needs were met. •Identified new business opportunities within existing account base. •Assured 100% compliance with company policy and applicable regulations laws pertaining marketing such as negative option, telemarketing. •Directed marketing, mail merge, correspondence, customer service, billing and collection efforts Show less