Experience

iconectiv

• United States
• Telecommunications
• 200 - 300 Employee

• Director - IT Service Desk and Network Operations Center (NOC)

  • Jan 2020 - Present

  Accomplishments: - Insourced and running the 24x7 Service Desk - NOC- Completed the transition ahead of schedule including hiring and training a new team (11 direct reports).- Transitioned ServiceNow ticketing system from third party ownership administration to self ownership and administration. - Tier 2 Desktop Support and Tier 1+ external customer support. - Expanded the Service Desk scope by adding multiple functions including: - Network Operations (NOC) for server, network, and application. - Data Center and AWS access requests. - Onboard/Off-board staff. - Various desktop application installations and periodic projects. - Virtual Desktop upgrades and troubleshooting. - Reduced application monitoring ticketing by 75% compared to third party vendor. - Exceeding Service Level Agreements for abandoned called, calls answered timing, and customer survey results.- Utilizing Itil v4 principles. Show less

• Director - Service Delivery and Management - Wireless Number Portability

  • Jan 2004 - Apr 2020

  - Technical and Service Management of a team providing 24x7 production and test application services to a major mobile carrier. - Consistently exceeded/met Service Level Agreements in part by implementing over 200 service alert scripts. - Obtained four long term service renewals.- Executed two hardware platform change-outs and numerous interface replacements.

• Helpdesk Vendor Manager and Quality Control

  • Oct 2016 - Jan 2020

  Provided oversight and quality control of an outsourced Helpdesk.- Responsible for the vendor contract negotiation and execution.- Responsible for Service Level Agreement compliance. - Executed daily quality control checks of ticket and process quality.



Telcordia Technologies

• United States
• Telecommunications
• 400 - 500 Employee

• Project Manager

  • Apr 2006 - Jan 2009

  Project Manager for Number Portability Gateway implementation for a customer in Pakistan. Responsible for and Results: - Creating and maintaining project schedule based on contractual commitments. - Sought and gained additional revenue enhancements -Implementation was ontime -Implementation was most financially successful of all Pakistan number portability gateway implementations as measured by lowest cost and profitability -Due to customer relationships and process, customer became the most independent of all Pakistan number portability gateway customers. Show less



Telcordia Technologies

• United States
• Telecommunications
• 400 - 500 Employee

• Director - Exchange Link Service Bureau/Clearinghouse

  • Sep 2000 - Aug 2003

  Exchange Link was a Service Bureau/Clearinghouse designed to facilitate ASR and LSR transactional porting between CLECs and ILECs. At its peak, Exchange Link had 13 customers and was processing tens of thousands of transactions per month. Specific responsibilities and results -Designed, implemented, and managed ASR clearinghouse environment -Supplier managed the subcontractor for LSR clearinghouse -SLA was always exceeded -Worked with Product development on enhancements designed to reduce operational costs such as software licensing and staff support. Show less



Telcordia Technologies

• United States
• Telecommunications
• 400 - 500 Employee

• Data Center Manager

  • Sep 1995 - Aug 1999

  Manager of the Telcordia IT data center. Responsibilities and Results include: -Manage a staff of 20 -Met/exceeded SLAs for over 400 machines/environments -Designed and implemented cross-training strategies as several previously individual data centers and technology types were merged to both build team depth and allow for continued high quality service when staff reductions were ordered. Manager of the Telcordia IT data center. Responsibilities and Results include: -Manage a staff of 20 -Met/exceeded SLAs for over 400 machines/environments -Designed and implemented cross-training strategies as several previously individual data centers and technology types were merged to both build team depth and allow for continued high quality service when staff reductions were ordered.